Drive & Go

Drive & Go — Customer support

Need help with an order or your account? Write to us and we will help.

Contact

We do not have phone support at the moment.

To help us help you quickly, please include the time of the order and the Partner's name, the licence plate you ordered for, and a short description of what happened. Attach a photo if you have one.

When will we reply?

We reply to your message as soon as possible. We answer a complaint in writing and on the merits within 30 days of receiving it at the latest; if we reject it, we give our reasons and tell you where you can turn.

Frequently asked questions

How do I cancel an order? Until the Partner has accepted it, in the app, on the order's page; the full amount — including the service fee — is then returned. After acceptance the order can no longer be cancelled; for a non-perishable product you can withdraw (Terms 8.2).

What happens if the Partner rejects my order or does not accept it within 5 minutes? The order ends and you get the full amount back, including the service fee.

How long do I have to pick up my order? The pickup window lasts at least 120 minutes from the Partner's acceptance, unless the Partner closes earlier: in that case it lasts until closing. If you do not pick up the order by then, the total is not refunded.

Something was missing or wrong in my order. What can I do? Write to us. We examine each case individually; if the complaint is justified, at least the price of the products concerned is returned.

How do I get my money back? To the payment method you paid with. When it appears depends on your bank.

How do I delete my account? Profile → Delete account. You cannot delete your account while an order is in progress. Section 3 of the Privacy Notice explains what is kept after deletion and for how long.

How can I get a copy of my data? Profile → Export my data.

Do I have to allow location access? No. You can browse and order without it; when you arrive, use the "I'm here" button. You can change the permission in iOS Settings → Drive & Go → Location.

If you have a complaint, you can also turn to a conciliation board or the consumer protection authority; their contact details are in point 13 and Annex 3 of the Terms.