Help Center categories

User Help Center

Customers are kept informed by marketing about special offers, discounts, and other things that can enhance their use of the Koolaa website and app. You can typically find a " unsubscribe " link at the bottom of emails or in the account settings section to stop receiving marketing communications. You can choose not to receive any more marketing communications by clicking this link. It's important to keep in mind that if you unsubscribe, Koolaa may no longer send you updates and exclusive offers.

This should only take between 1-5 days, but please be aware that refunds can take up to 10 working days, depending on your bank and their processing times. If you have not received your refund within 10 working days, we recommend contacting us at accounts@koolaa.com.au

You can get an order summary from Koolaa, but the restaurant that serves the food and drinks is in charge of giving you a receipt and, if necessary, a tax invoice for gst Contact the restaurant directly if you need a receipt or tax invoice.

Koolaa accepts all major payment methods, including credit cards such as Visa, MasterCard, and American Express.

Once your shopping cart is complete and you are ready to check out, you can easily redeem any coupons you may have with the Koolaa App or website. On the payment page, select "I have a promo code" and type it into the box that appears. To use your discount, click "Apply."
Please make sure to read the Discount Promotion Terms and Conditions to find out if there are any requirements regarding the minimum spend or accepted payment options, as well as to confirm the validity of the voucher.
If you're still having trouble applying the voucher, get in touch with us by phone or chat for more help.

By clicking your name at the top-right corner of the screen, you can: 1. Users can access and manage their Koolaa account information by logging into their account through the website or mobile app. 2. Once logged in, users will have access to a dashboard where they can view and update their personal details such as name, contact information, and address. 3. In addition to personal details, users can also manage their preferences and settings within the account. This includes options for communication preferences, notification settings, and privacy controls.

If immediately contacted Koolaa's customer support through Live chat. Koolaa promptly responded and offered a solution,
Which items were damaged
a description of the damage
We might also email you to request pictures of the broken items.

If you discover something unexpected in your food, please contact Koolaa's customer support immediately. They will assist you in resolving the issue and may request additional information, such as the specific item and a description of the unexpected object found. Rest assured, Koolaa takes these matters seriously and will work towards a satisfactory resolution.

We apologise for any inconvenience that the poor food quality has caused. Use our restaurant review system to provide feedback, helping our partners improve their stores. Regular communication is maintained to support them, and we discuss both positive and negative reviews to help them improve.

Orders may arrive at the wrong temperature due to heavy traffic, road works, and weather conditions. To resolve this issue, contact us by clicking the contact us via live chat, providing details of the received item and an explanation of the issue. Our team will contact the restaurant to resolve the issue. Redelivery of requested items is not possible. To help improve, leave a review for the restaurant.
On the Koolaa App or website:
Log in to your account, select your name, go to 'Orders', select the order to review, create a review, and submit it.

To resolve this issue, contact us by clicking the contact us via live chat, providing details of the received item and an explanation of the issue. Our team will contact the restaurant to resolve the issue. Redelivery of requested items is not possible. To help improve, leave a review for the restaurant. Additionally, please include any relevant photos or documentation to support your claim.

When you are asked to enter a verification code while using Koolaa, it is a security measure to ensure the safety of your account and protect against unauthorised access. This code is usually sent to your registered email or phone number and helps verify your identity before granting access to certain features or sensitive information. It is an added layer of protection that helps maintain the privacy and security of your Koolaa account. 
If you haven't received a verification code for Koolaa, it's best to change your password as soon as possible.
If you still haven't received the verification code, try requesting it again or contact our customer support for assistance at support@koolaa.com.au It's important to ensure that your email address or mobile number is correct and up to date in order to receive the verification code promptly.

To receive push notifications on your Koolaa account, make sure you have enabled notifications in your account settings. This will allow you to stay updated with important alerts and messages directly on your device. Additionally, ensure that you have the latest version of the Koolaa app installed to optimise the push notification feature.

To change your password on Koolaa, go to your account settings and select the "Change Password" option. Follow the prompts to enter your current password and create a new one. Make sure to choose a strong and unique password for better security. Additionally, consider regularly updating your password to maintain the safety of your account.

If you have forgotten your password, don't worry! On the login page of the Koolaa app, there is an option to reset your password. Simply click on "Forgot Password" and follow the instructions provided. You may be asked to verify your email or mobile number or answer security questions to ensure the safety of your account.

To remove your saved credit card details, go to the "Account Settings" section of the Koolaa app. From there, you can navigate to the "Payment Options" tab and select the option to delete your saved credit card information. This will help ensure the security of your financial data.

Through its app or website, Koolaa offers users the ability to order food and groceries. They can look for food items, restaurants, deals, delivery options, or ratings. Upon receiving an order, Real-time delivery tracking allows users to modify or cancel their orders as needed. Additionally, Koolaa provides a selection of payment methods, including the ability to store credit card data for later use. Grocery stores and restaurants accept it and send an email or push notification as confirmation. Koolaa couriers provide a map for delivery tracking, while restaurants with delivery drivers send estimates and notifications. By visiting the 'Orders' section of the app or website, users can view the current status of their orders. Enjoy meals delivered or picked up without preparing, cooking, or cleaning.

Using Koolaa provides several benefits to users, such as convenience and time-saving. Users can easily browse through various groceries and food options without leaving their homes or offices. The real-time tracking feature ensures that users know exactly when their order will arrive.

Koolaa's secure system protects private information, and we only provide information to third parties when it's necessary for deliveries, such as delivery addresses and mobile numbers for delivery purposes. Koolaa takes privacy seriously, so customer phone numbers are only available for couriers until they complete that order. All user information is kept private and is only used to fulfil orders.

Is optional but highly encouraged. Koolaa values customer feedback and uses it to improve our partners and provide a better experience for our customers. Your reviews help us understand what we are doing well and areas where we can make enhancement. We appreciate your input and strive to continuously enhance our services based on your valuable feedback.

''Delivered by partner', the courier's location may not be available on the map. This is because in these cases, the restaurant or partner is responsible for delivering the order directly to you, and they may not provide real-time tracking information. However, rest assured that we are constantly working to improve our tracking capabilities and provide a seamless experience for all our customers.
  You should be able to see your courier's location on the map. We strive to provide real-time tracking information for these orders so that you can easily track the progress of your delivery and know exactly when it will arrive at your doorstep.

We apologize for any inconvenience this may have caused. If your order is marked as 'Delivered' but you haven't received it, please reach out to our customer support team. They will investigate the issue and assist you in locating your order or arranging for a replacement if necessary.

Our Restaurant Partners work closely to ensure delivery times are met, but sometimes orders may be slightly delayed. Restaurants may also take longer to prepare food to ensure it's perfect for you. Reasons for this include unforeseen circumstances like bad weather or transportation delays, as well as processing issues. Our customer support team will investigate and provide an explanation. To check delivery status,

Orders typically arrive on time, but may be delayed due to busy restaurants or couriers handling large orders. Factors like weather, traffic, and road construction can cause delays. Check the Order Confirmation section of the app for the latest information. If you encounter issues, chat with a Customer Care Team member by clicking the live chat with us button.

When your order says "Assigning a courier," it means that the restaurant is preparing your food and a courier will be assigned soon. Sometimes, it may take a little longer for a courier to be assigned due to high demand or busy periods. Rest assured that once a courier is assigned, you will be able to track their progress in real-time through the app. If you have any concerns or need further assistance, feel free to reach out to our Customer Care Team through the live chat feature.

To check the latest status of your order, simply open the app and navigate to the "My Orders" section. There, you will find real-time updates on the progress of your order, including when a courier has been assigned and their estimated time of arrival. If you have any questions or concerns about your order status, our Customer Care Team is available through the live chat feature to assist you.

If your order was cancelled after you made the payment, please contact our Customer Care Team immediately via Live chat or email support@koolaa.com.au. They will assist you in resolving the issue and provide you with options, such as a refund. Our team is dedicated to ensuring customer satisfaction and will work to resolve any concerns or issues you may have.

We’re passionate about delivering you the meals you want, when you want them, so if something is not as expected, we sincerely apologise for your experience and want to make things right! 
If you would simply like to provide some feedback for the restaurant, please do so using our restaurant review system.  This will help our partners  understand where they might be able to improve in the future so that other customers will have a better experience with their store. We’re also committed to supporting our restaurant partners and do communicate with them on a regular basis. We discuss all reviews (good and bad) to help them improve their service.

How can I check my order status now?
To view the latest order confirmation screen on the app or website, click on the 'orders' page from the main page and select your order.
This order confirmation screen will be updated as your order progresses, so check there to see whether the expected time of arrival (ETA) has passed.
You can track the driver in real time on the map if your order says "Delivered by Koolaa." If your order is "Delivered by Restaurant," tracking may not be available.
Why did my order arrive late?
We strive to deliver the best range of delicious meals swiftly. Sometimes restaurants are really crowded, or our couriers have several orders. Weather, traffic, and road work usually cause it. The restaurant may even be working harder to make your dish great.
Talk to someone about my late order.
If your order has been marked as delivered but you have not received it, please check your order confirmation and the search page for each restaurant to see if it was "Delivered by Koolaa" or "Delivered by Restaurant".
Order confirmation screens that mention "Delivered by restaurant" should say "Call the restaurant." This puts you in touch with the eatery, which should help.
Our customer support team can help with order issues. Please mention full details so they can help you efficiently. Enable live chat.

If an item is missing from your order, contact the restaurant directly to resolve the issue. They may offer a solution, such as sending the item or providing a refund. If the restaurant cannot resolve the issue, contact Koolaa's customer support team through live chat for further assistance.

To request a 'Contact-free Delivery', simply select the option during the checkout process on the Koolaa app or website. This will notify the delivery driver to leave your order at your doorstep without any physical contact. If you have any specific instructions regarding the delivery, you can also mention them in the order notes section to ensure a smooth and contactless experience.

If you or someone you are ordering for has a food allergy, it is essential that you contact the restaurant via phone. We recommend that you do not place an order if you are unable to reach the restaurant by phone. This is to ensure that you can communicate your allergy concerns directly with the restaurant and they can accommodate your needs appropriately. It is important to prioritize your health and safety when it comes to food allergies 
Why is Koolaa unable to guarantee that my meal will be suitable for my allergies or intolerances? 
To ensure safety, speak directly with restaurant cooks to communicate allergy requirements and ask questions about ingredients and cooking methods. Restaurants are best placed to answer these questions.

You might not be able to order from a particular restaurant for a number of reasons. We suggest: 
temporarily If the item is still available, you can try contacting the restaurant directly through their provided contact information to inquire about any issues with placing an order.  
Verify the restaurant's availability for online orders, as busy establishments may close temporarily. Contact the restaurant or narrow your search by cuisine for nearby options. that may not offer delivery services. Additionally, keep in mind that some restaurants may have specific pickup hours or designated pickup areas, so it's always a good idea to check their website or contact them directly for more information. 
Our Customer Care Team is available to assist you if you encounter any difficulties while placing an order. They can provide guidance and help resolve any issues you may have,  please go to live chat.

Yes, you can contact the restaurant directly after placing your order. It's a good idea to reach out to them if you have any specific instructions or preferences for your order, or if you need to make any changes or cancellations. However, please note that contacting the restaurant directly may not always be necessary, as our Customer Care Team is available to assist you with any concerns or issues that may arise.

If you need to cancel your order, please contact our customer support team as soon as possible. They will guide you through the cancellation process and inform you of any applicable charges. depending on your cancellation reason and timing. This is necessary to ensure that the restaurant and/or food couriers receive your order, which may have already started to be prepared or may even be on its way. You can cancel your order either through the app or by logging into your account on the website.

'Delivered by Restaurant' and 'Delivered by Koolaa' are displayed next to each restaurant to indicate the delivery method for that particular establishment. Some restaurants have their own delivery drivers, while others may use Koolaa. This distinction helps customers understand how their order will be delivered and who will be responsible for its timely arrival.

You will receive a confirmation email or notification on the app confirming your order. Additionally, you can check the status of your order in the app or contact customer support for further assistance.

The best way to find out if the restaurant can modify your order if it has been confirmed is to give them a call. It's best to act quickly because it's possible that the restaurant has already started to prepare the order, and it's up to them whether they can change it.

The order is sent to the restaurant to confirm its availability. In rare cases, the restaurant may cancel the order. If the order is cancelled, we notify the issuing bank and request them to release the pending transaction. The refund process takes up to 10 business days, and once released, the transaction disappears from your account and is not considered a refund.

When the delivery is made Koolaa or business partner Service fee applied Certain delivery orders are subject to a service charge, which is determined by the kind of merchant and the order value, among other things. The service charge contributes to order-related expenses. $10 is the maximum service cost per order. You will always be informed of the service charge, which is 10% up to $10, at the time of checkout before you place your order.