Delivery & Pickup Policy

1. How fulfilment works

FoodValve is an on-site pickup platform. Orders are prepared by food vendors located inside your workplace campus, food court or institutional site, and are collected by you at the vendor's counter. FoodValve does not currently provide courier or off-site home delivery; there are no delivery charges.

2. Preparation times

• Each vendor shows an estimated preparation time (typically 10–25 minutes) based on the item and current kitchen load.
• You are notified in-app as your order moves through Accepted → Preparing → Ready.
• Estimates are indicative; peak lunch hours may extend them slightly. The app always shows live status.

3. Pickup & QR verification

• When your order is Ready, go to the vendor's counter shown in the app.
• Present your pickup QR code (or order number). The vendor scans it to verify the order belongs to you before handover.
• Please check your order at the counter — wrong or missing items are fastest to fix on the spot, and can also be reported via Order → Help within 24 hours.

4. Scheduled & pre-orders

• Where enabled, you can schedule orders for a future slot (e.g. lunch at 1:00 PM) up to the site's advance-booking limit.
• Scheduled orders enter the kitchen queue ahead of the slot so they're ready on time.
• Meal subscriptions are prepared automatically for your chosen slot each day unless paused or skipped before the cut-off.
• Bulk / event orders follow the pickup arrangements agreed at booking.

5. Pickup windows & uncollected orders

• Prepared orders are held at the counter for the site's pickup window (at minimum until the counter's posted closing time for that meal service).
• For food-safety reasons, orders not collected within the window may be disposed of and are not refundable (see the Refund & Cancellation Policy).
• If something urgent prevents pickup, contact the vendor via the app or support@foodvalve.com — vendors may accommodate where feasible.

6. Service locations

FoodValve operates at partnered corporate campuses, food courts and institutional sites. Availability of vendors, menus and time slots depends on your site. If your workplace isn't on FoodValve yet, ask your facilities team to get in touch.