UrbanIT UrbanIT

Report an Issue

We are committed to addressing concerns fairly and promptly. Let us know how we can help resolve your experience.

How to Report an Issue

UrbanIT operates as a technology platform connecting customers with independent restaurants and independent delivery drivers. While some issues are outside of UrbanIT’s direct control, we take all reports seriously and encourage you to report any concerns immediately.

What Can Be Reported

Order & Delivery Issues

  • Late or undelivered orders
  • Missing or incorrect items
  • Delivered to wrong address

Food & Restaurant Quality

  • Poor food quality
  • Packaging leakages/issues
  • Health or safety concerns

Driver Conduct

  • Unprofessional behavior
  • Unsafe driving
  • Ignoring instructions

Safety & Conduct

  • Harassment or threats
  • Discrimination
  • Fraudulent activity

How to Submit a Report

In-App Support
Go to your order history > Get Help
Website Support Form
Click to open our contact form
Email Support
support@urbanit.com

Please provide the following:

  • Order number
  • Date & Time
  • Clear description
  • Photos/Evidence

Investigation Process

1
Receipt

UrbanIT acknowledges your report.

2
Review

Our safety team investigates the details.

3
Action

Resolution or disciplinary action is taken.

Timeframes

Order Issues Report within 24 hours of delivery.
Safety Issues Report as soon as possible.
Delayed reports may limit our ability to resolve the issue.
Emergency?

UrbanIT Support is not an emergency service.

If you are in immediate danger, contact 911 or local emergency services immediately.

Call 911 first, report to us later.

UrbanIT does not guarantee specific outcomes for reported issues. False or fraudulent reports may result in account termination. We reserve the right to take action at our sole discretion in accordance with applicable law.