FAQs
Eatsure RELATED
Eatsure is a food delivery app, which brings you popular restaurants that serve delicious food while abiding by the best-in-class safety measures. This enables you to trust the food that you relish so much. However, Eatsure is not just a food delivery app, but also a promise, assuring 100% safety and hygiene in every bite you take. It stands true whenever you order from our sure choice of restaurants, through any channel - Eatsure, their own respective websites or apps, or even Zomato or Swiggy. We believe good food is your right. And if you are what you eat, then why not eat only good? 
The Eatsure promise makes sure that the food you eat is full of of assured goodness. These are the four pillars of the Eatsure promise: 
  • No Artificial Colours or flavours
  • Medically certified people
  • 200+ stringent quality checks
  • Double sealed-packaging
  • With 100% safety of ingredients, people, packaging and processes, we ensure that you get the safest food, second to maybe just your mom's!
Assured goodness implies that whatever lands on your plate, from a homely meal to an extravagant indulgence, it will be full of goodness and nothing else. And you need not follow any particular diet for assured goodness. Even your favourite pizza or pasta is full of goodness when prepared with the Eatsure promise! 
Following are the sure benefits of using Eatsure: 
  • Variety of food across diverse cuisines, that is 100% safe, hygienic and oh-so-delicious.
  • No artificial colours or flavours.
  • Absolute transparency of ingredients with detailed information of what goes into your food, its nutritional information, its health benefits and even fun trivias associated with your food!
  • SUREpoints - Reward points that get you exclusive offers and discounts, and not to forget, delicious free meals of your choice!
  • Double-layered packaging ensuring an extra seal of security!
  • Live temperature tracking of each and every person handling your food - from kitchen to delivery staff, along with their medical certificates.
  • Contactless delivery that helps you maintain social distancing with the delivery executive
  • 200+ stringent quality checks that guarantee the utmost safety of ingredients, people, packaging and processes.

All this, so that you can Eatsure!

You can download the Eatsure app from Playstore for all the android devices and Appstore for all the IOS devices and just get-set-on on your journey full of assured goodness! 
Currently, we serve across 35 cities in India. However, we will soon be expanding our reach across the country and internationally. Stay connected with us, we are very social! 
SURE CHOICE OF RESTAURANTS RELATED
Our team of research specialist and culinary experts onboard the restaurant partners who meet the Eatsure promise, which is- 
  • No Artificial Colours or flavours
  • Medically certified people
  • 200+ stringent quality checks
  • Double sealed-packaging

Only 100% safe and hygienic restaurants here. No confusion!

After you place your order, it is sent to the restaurant. The restaurant confirms your order and the food is delivered by the delivery executives of that respective restaurant. 
All the restuarants are live from 10 am till 11 pm! Did we just hear your stomach rumbling? 
There is no minimum order value required to build an order. However there are delivery charges imposed by respective restaurants. No extra cost for goodness! 
The kitchen teams handling your food strictly follow the mandatory hygiene standards like: 
  • Compulsory hand wash for each person, every 20 mins.
  • Mandatory usage of face masks, hair nets, disposable gloves and clean overalls for everyone.
  • Sanitization/disinfection of work surfaces, sinks and touchpoints such as door handles, every 4 hours.
  • Timely disposal of hand gloves used in preparation and making of food.
  • Staggered kitchen-station disabling face to face contact of the kitchen teams.
  • Limiting the number of staff in the food preparation area.
  • Frequent use of alcohol-based hand sanitizers by the delivery personnel.
Our sure choice of restaurants also follow some additional safety protocols like: 
  • A three step sanitizing process for vegetables.
  • Separate storage sections and cutlery for vegetables and meats.
  • Adherence to First In, First Out process for all the ingredients.
  • Cooking is done at right temperatures across respective product lines, e.g., Pizzas baked at 230°C or Biryani cooked on Dum for 90 minutes.
  • Timely disposal of ingredients.
  • 24x7 CCTV monitoring across kitchens and storage facilities.
  • Immediate packaging of the food after it is cooked.
  • Immediate sanitization of the box containing food.

Being extra careful, as mom can't be everywhere!

The delivery executives bringing your food strictly follow these mandatory safety standards: 
  • Sanitization of the delivery bag before the food gets loaded in it.
  • Compulsory usage of masks and gloves by the delivery executive.
  • Compulsory usage of sanitizer before taking out the package from the delivery box and after delivering the box
  • Adherence to delivery related instructions about where to drop-off the order.
  • Adherence to all the road-traffic norms at all the times.
  • Well groomed and clean overalls.

Heard about a superhero on a bike? Here they are!

ORDERS & CANCELLATION RELATED
You can add the extra instructions to your order by: 
  • Mentioning these instructions while placing the order in the empty space below your order.
  • In case you forget to do so, you can go to the order tracking page and chat with our Virtual Surebot Cookie and request to add instructions. Small things matter, and we know that!
You can track your order inside your 'My orders' section by selecting your ongoing order. It makes waiting easier, right? 
You can cancel your order by reaching out to our Virtual Surebot Cookie. But we hope that day never comes :( 
We always try and avoid such situations, however in the case of some unforeseen circumstances, you can chat with our Virtual Surebot Cookie for assistance or call the delivery executive on the provided contact number. 
Yes! You can definitely choose the 'deliver later' option while placing your order. You can choose a later time slot for the delivery. However, please note that this facility is currently available only on same-day delivery orders. 
Absolutely! It is an Eatsure advantage that you do not have to make mutliple orders to enjoy delicious food across different cuisines. This saves you all the hassle and also the delivery charges! 
You receive all order invoices on your registered email address. In case if you haven't received one or lost it by mistake, you can raise the concerns with our Virtual Surebot Cookie. Things happen, but we have your back! 
PRE-ORDER RELATED
If a dish interests you, just click on the product and get all the necessary informationat one place! In case you have further queries, do not hesitate to get in touch with our team, they'd love to tell you all about it! You can write to them at 
Your suggestions are really valuable to us! You can share the same with us at  
Party on you mind? Yes! You're at the right place. You can connect with our team at +91 77000 20020 or via our Virtual Surebot Cookie. Count on these good folks to help you with some sure offers for your party! 
NUTRITION RELATED
The nutritional information mentioned is to the best of our knowledge and has been calculated basis approved institutional food charts. However, there maybe instances where slight deviations may occur due to operational practices. 
The calorie count of each dish is calculated at the final cooked state of the dish. It takes into consideration the cooking mediums, ingredients, spice and condiments and everything else. We ensure that you know what you eat! 
The calorie count is pretty much accurate. However, there may be a 5-10% variance due to cooking conditions or size of raw ingredients sourced etc. However, the difference will be negligible, don't you worry. 
DELIVERY RELATED
Any major change in delivery address is not possible once you've already placed an order. However, if your new address is nearby, you can check with the delivery executive for assistance or seek help from our Virtual Surebot Cookie. All good folks here, our team would love to help you out! 
Because social distancing is the key! This is how you can opt for a contactless delivery: 
  • Place a pre-paid order and choose 'contactless delivery'.
  • Select a suitable location to leave your parcel.
  • The delivery executive will give you a call once it is delivered.
Standard delivery timings may vary depending on your location and other circumstances. Once you place an order, you can see the estimated delivery time on the order tracking page. Don't worry, our delivery executives will try their best to beat all the odds and reach out to you ASAP! 
You are provided with the number of the delivery executive as soon as he/she is assigned to your order while it is still in the kitchen. You can call up on the same number and request the package to be kept near your door or with your building security. You can also request the delivery executive to wait if you are just around the corner! If they do wait, don't forget to greet them with a smile! 
CONCERNS/COMPLAINTS
There are 2 ways to check the live-temperature of the people handling your food: 
  • Scan the QR code on your invoice,
  • Just be old school and enter the Order CRN on your app
Your complaints and concerns are always addressed on priority. You can chat with our Virtual Surebot Cookie for assistance and you will be connected with a delight champ within no time. 
We always strive to build a community of people who abide by our highest standards of customer services. However if you face any behavioural concern from a delivery executive, we would request you to raise the issue immediately with our Virtual Surebot Cookie in the order details section, and we promise to take a strict action against the delivery executive at the earliest. 
PAYMENT & REFUND RELATED
You can pay for your order using your debit or credit card, digital wallets, UPI, net banking or through Simpl. We love to spoil you for options! 
We hope that never happens, but in case it does, then your payment will be revered to the original payment mode within 7 to 10 working days. 
Delivery charge is levied as per the restaurant policy, it is unique to each restaurant. They are no extra charges imposed by Eatsure on your order. No hide 'n seek! 
WALLET RELATED
It's a special wallet that lets you store credits given by Eatsure. You can use these credits to pay for your yummy orders on our app or website. 
We've replaced SurePoints as a refund instrument with wallet credits for a simpler and smoother experience. 
You can now use SurePoints exclusively within the EatSure Elite, EatSure's latest loyalty program. You can redeem SurePoints to join EatSure Elite and even upgrade your FREE Dish 
Choose the Eatsure Wallet option from the wallets section when you check out. You can pay the full amount or just part of it with your wallet credits. 
If your order costs more than your wallet balance, you can pay the rest with one other payment method. However, split payments are restricted to only two payment modes. 
No, you can't add money yourself. Eatsure will add credits for you, like rewards or refunds. 
We'll put the credits back into your wallet with the same expiry date they originally had. 
Yes, credits expire one year from when they are added to your wallet. 
Your wallet works on both the Eatsure app and website. 
Go to your profile on the Eatsure app or website, and you'll see how much you have and your transaction history. 
Credits can be earned through our loyalty program, promotions, or as part of a refund process. 
No, wallet credits are tied to your account and cannot be transferred to others. 
There's no limit! You can accumulate as many credits as you get. 
From time to time, we offer cashback as wallet credits. Keep an eye on our promotions! 
ACCOUNT RELATED
You can write to us at goodness@eatsure.com to deactivate your account. 

Hope it was not us!

VIRTUAL SUREBOT RELATED
You can locate Cookie on the app in the following sections: 
  • Go to the 'profile' section and select 'help & support'.
  • Go to the 'profile' section, select your ongoing order and tap the 'help' button.

P.S. Chatting with Cookie can be addictive!

We are constantly monitoring the queries that pass through Cookie. If we find that a satisfactory resolution has not been provided or it has crossed the time limit promised, our delight champs will manually intervene to ensure a good experience. Also, during your chat, you can always opt to talk to the delight champs instead of Cookie. Don't worry, Cookie won't feel bad. 
GROUP ORDERING RELATED
Eatsure Foodcourt lets you and up to 30 members create a shared cart. You can add items from multiple restaurants in the same group order, letting everyone explore their favorite cuisines. Enjoy industry-best discounts while simplifying group ordering—each item is labeled with your name for easy identification within the group. Bonus: There’s no minimum group size, so invite your crew and maximize savings on larger orders! 
Yes, you can schedule a Group Order up to 3 days in advance. If plans change, you can cancel it at no charge before it moves to preparation by the restaurant. 
Host: You can edit details like the delivery address, delivery slot, or even items added by any group member before the cart is frozen. Members: You can edit your items anytime, even after marking your order as done, as long as the host hasn’t frozen the cart. If the host unlocks the cart later, you can continue making changes. 
The cart automatically locks when the host confirms the order and proceeds to the payment stage — no extra steps required. If the host navigates back to the cart, it signals the system that changes might be needed, and the cart unlocks, allowing further edits. 
You can rejoin the group using the original invite link, provided the cart hasn’t been frozen yet. 
Yes, any group member can invite others to join the order until the cart is frozen. Up to 30 members can participate, so share the invite link to include them and maximize savings! 
While you can’t remove a member entirely, as the host, you can delete their items from the cart before freezing it. Full member removal is a feature coming soon. 
Yes, you can join as an observer to track updates. However, you won’t be able to add items after the host freezes the cart. 
No, you can only participate in one group order at a time. Once the current order is placed, you can join or host another group. 
The host can proceed without your confirmation. Your items will still be included in the order if they’re in the cart when it’s frozen. 
If an item becomes unavailable, the host and the member will be notified for review. You can replace or remove the item before proceeding for cart finalization. 
Yes, the shared cart updates in real-time, showing everyone’s selections labeled with their names. 
The shared cart updates in real-time, displaying everyone’s selections clearly labeled with their names. If multiple members choose the same item, it’s no problem, each selection is individually tagged with the member’s name to avoid confusion. You can also conveniently add items from others’ carts if needed! 
Only the host can edit or remove another member’s item. You’ll need to ask the host to make changes. 
The host can finalize the cart regardless of the member’s cart status if necessary, ensuring the group order isn’t delayed. Members who haven’t marked their orders as done will still have their items included. 
You can’t reorder for the same group directly, but you can use previous selections to create a new group order and make adjustments before finalizing. 
Once you've confirmed your order as a member, you can minimize your cart to start a new session for placing individual orders. You'll still receive updates on the group order, including its placement or cancellation. If needed, you can rejoin the group anytime by clicking the invite link or the 'Group Order' CTA, which stays active until the group order is finalized. 
Currently, the host pays for the entire group order. However, a split payment feature is coming soon, allowing members to pay their share directly. Until then, you can settle balances with your group offline, classic teamwork style! 
Discounts apply to the group cart as a whole, including offers like BuyOneGetOne (BOGO), free product etc. These savings are distributed across the entire order, often resulting in significant savings for everyone. The more you order together, the better the value for the group! 
The host can add a tip for the entire order before payment. Individual tipping for members’ items isn’t supported yet. 
The cart remains frozen, and you’ll get options to retry payment or update the payment method. Group members selections stay intact. 
The host if is loyalty (elite) subscribed can benefit from free product and delivery charge waived off for the group order. Member if elite, cannot benefit the group. 
Once the order is placed, each item is labeled with its member’s name for easy identification. Delivery updates are shared in real time with all group members. 
Absolutely! All group members receive real-time notifications about: Group updates (e.g., members joining or marking their orders as done) and Order status updates (e.g., order placed, out for delivery, delivered). Everyone stays in the loop with complete transparency. 
Yes, group orders must be finalized within 24 hours of creation. After that, the order expires, and a new one must be created. 
No, an Eatsure account is required to join and participate in group orders. Sign-up is quick and easy if you don’t already have an account. 
This feature is coming soon! Soon, you'll be able to create group orders for various order types, including dine-in and IRCTC, expanding the convenience of group ordering across all Eatsure experiences. Stay tuned! 
CUSTOMER CARE RELATED
You can write to us at goodness@eatsure.com. It'll be awesome to hear from you. Queries to concerns to pat on our backs - we look forward to hear from you! 
You can write to us anytime. You can expect a revert from between 10 am to 6 pm, Monday to Sunday. The responsiveness of our team will amaze you for sure!