Frequently Asked Questions

UrbanIT is a technology platform that connects customers with independent restaurants and independent delivery drivers. You place an order through UrbanIT, the restaurant prepares the food, and a delivery driver delivers it to your location. UrbanIT does not prepare food or employ delivery drivers.

All food is prepared by independent third-party restaurants. Each restaurant is responsible for food quality, preparation, and packaging.

Delivery times are estimates and may vary based on: • Restaurant preparation time • Traffic conditions • Weather • Driver availability UrbanIT does not guarantee delivery times.

If available, some restaurants may allow scheduled orders. Availability depends on the restaurant and location.

Once an order has been accepted by the restaurant and preparation has begun, it generally cannot be canceled. Please review our Refund Policy for details.

If your order is delayed: 1. Check your order status 2. Ensure your phone is available for driver contact 3. Contact UrbanIT Support if the delay is significant

If items are missing or incorrect: • Contact UrbanIT Support within 24 hours • Provide your order number and details We will review the issue and coordinate with the restaurant where appropriate.

If your order is confirmed as undelivered, you may be eligible for a refund or credit based on our Refund Policy.

Payments are processed securely through third-party payment processors at the time your order is placed.

Menu prices are set by restaurants and may differ from in-store pricing. Additional delivery, service, or small-order fees may apply.

Refunds are reviewed on a case-by-case basis. Approved refunds may be issued as UrbanIT credits or returned to the original payment method. Refund eligibility is governed by our Refund Policy.

Promo codes must be applied at checkout and are subject to terms, expiration dates, and availability.

Promo codes may not work if: • The code has expired • Order minimums are not met • The restaurant is excluded • The code has already been used

You may receive promotional SMS or email messages only if you opt in. You can opt out at any time by following the instructions in the message.

Please check: • Your contact information • Carrier message filtering • That you have not opted out

An account may be required to place orders, track deliveries, and receive support.

You can update your personal details in your account settings at any time.

Contact UrbanIT Support immediately if you suspect unauthorized access to your account.

Restaurants are responsible for food preparation. If you have allergies or dietary restrictions, contact the restaurant directly before ordering. UrbanIT is not responsible for allergen exposure.

Food quality concerns should be reported promptly to UrbanIT Support. We will review the issue and work with the restaurant where appropriate.

No. Delivery drivers are independent contractors, not employees of UrbanIT.

If available, the app may allow limited contact for delivery coordination.

Please report any concerns through UrbanIT Support. Safety and professionalism are taken seriously.

If you feel unsafe at any time, prioritize your safety and contact local authorities if necessary. You may also report concerns to UrbanIT Support.

Accounts may be suspended or terminated for violations of UrbanIT policies, misuse of the platform, or fraudulent activity.

You can reach support through: • In-app support chat • Website Help Center form • Email: support@urbanit.com

UrbanIT aims to respond within 24 hours, though response times may vary during peak periods.