Customer Help

What is the service fee?

Dakoo’s service fee is a fixed fee that is charged on the purchase price of your items. You can always check and review the service fee for your order on the checkout screen before requesting a Dakoo delivery agent.

How is the delivery fee determined?

Dakoo’s delivery fee is 15-45 INR for partner retailers and free for orders those over 150 or 200, depending on the city, for up to 3km. In addition, a small service fee applies to the order. Both rates will always be displayed for your review at the checkout.

How do I apply for a promotion?

Steps to add a promotion to while ordering?
Add promotions to the checkout.

  • 1. Add items to your cart
  • 2. Select View Cart
  • 3. Enter the promotion where it says Enter the promotion code or apply from available promo codes.

Note: make sure you enter the promotion before placing your order, as we cannot apply it once the order has been placed.


Can I request a specific Dakoo delivery agent?

No, instead of choosing a specific Dakoo delivery agent, our system will automatically find the most suitable Dakoo delivery agent for your delivery.

How does contactless delivery work?

You can now use the delivery options in your delivery address to indicate how you would like to receive your deliveries. You will have the option to meet your Dakoo delivery agent at your front porch or abroad, or you can choose not to make contact, and they will drop the order in front of your door.

How I receive a receipt for my order?

When your order is complete, Dakoo automatically sends an email with the total amount paid, along with a link to view your order. If you choose View Order, you will get a breakdown of the amount paid, including the subtotal, fees, delivery costs, and fees. If you cannot find the Dakoo’s email, go to your other folders (for example, spam for spam and promotions).

If you didn’t receive email or require a detailed receipt and Dakoo’s delivery agent didn’t gave you one, please contact customer service, and we will do our best to provide you with a receipt.

Can I give a tip to Dakoo delivery agent in cash?

If you want to give a tip to your Dakoo delivery agent, use our digital tip in the app or cash on arrival.

Where is my order?

The status of your order is displayed on a tracking screen in your Dakoo app. The screen shows you the status, like your order is being prepared or on its way.

The app will also display an estimated delivery time. This time may change to accommodate preparation time in the restaurant or traffic.

Once your Dakoo delivery agent has picked up your order, you can track their location. If you need to contact your Dakoo delivery agent, tap the “link” button next to their name. Note that your Dakoo delivery agent may not be able to respond immediately while driving.

Why was my order canceled?

We’re sorry that the delivery was canceled. There are a few reasons that could lead to the cancellation of your order. Some of the reasons include:

  • The store is closed due to a private event, an emergency, or a change in working hours.
  • The merchant is too busy receiving new orders.
  • Merchant cannot accept payments due to equipment malfunction.

If your order is canceled, you will receive an email, SMS, or a push notification explaining the reason for the cancellation. To prevent other customers from getting into the same issue, we will temporarily disable the merchant on our platform until the issue is resolved. Rest assured that we will investigate the reason for the cancellation to prevent it from happening in the future.

What to do if I missed my delivery?

We want to make sure every Dakoo experience is simple, fast, and easy. In order to provide our true services impartially to everyone, we need to free our Dakoo delivery agent for other orders. It won’t be fair to the delivery agent and other customers, if the Dakoo delivery agent waits too long at a delivery address.

Upon arrival, your Dakoo delivery agent will do these things:
  • If you have entered special delivery instructions, your Dakoo delivery agent will check them and follow them.
  • If your Dakoo delivery agent cannot locate you or is struggling to enter your building, they will text or call you. The SMS or call will be sent to the phone number you provided at the checkout.
  • Your Dakoo delivery agent will wait at the delivery address and try to contact you for a period of 5 minutes. If they cannot reach you after 5 minutes, they will leave their location and go to their next delivery.

If your Dakoo delivery agent cannot reach you after 5 minutes, the full amount of your order will be charged, including the delivery fee. We need to compensate the merchant and compensate for the Dakoo delivery agent for their time.

If your Dakoo delivery agent went to the wrong address, Please re-check your delivery address and phone number on the app screen before confirming your order. Please note that we cannot change the delivery address once a delivery has been made.

What should I have to do if I receive the wrong order?

We are sorry that your delivery did not go according to plan. Navigate to the Customer Service Help chat to quickly resolve your issue.

What to do if I get a damaged package?

We are sorry that your delivery did not go according to plan. Navigate to the Customer Service Help chat to quickly resolve your issue.

What should I do if something is missing from my order?

We are very sorry that your order did not go according to plan. Navigate to the Customer Service Help chat to quickly resolve your issue.

Why can't I contact my Dakoo delivery agent after I receive my order?

Once an order has been completed, the Dakoo delivery agent will not be able to reach you, and you will not be able to reach him, as they have probably assigned to their next delivery.

Our customer service team will be happy to assist you with your additional needs.

Can I cancel my order?

We know that things change sometimes and that you have to cancel your order. We understand. Below is our cancellation policy to help you decide how you want to proceed:

  • We have not placed the order yet, and the delivery agent from Dakoo has not reached the merchant yet?
  • No problem! You can cancel the order directly via app at the cost of cancellation fee.
  • Has the order been placed, and is the Dakoo delivery agent on the way to pick it up?

  • Since we have to pay the merchant and the Dakoo delivery agent for their time, you have to pay the full price of the items and the delivery fee or the service fee.
  • Has the order been ordered, picked up, and is it on its way to you?
  • We have to charge you the full price of the delivery at this stage, which includes the charges for the items, the delivery fee, and the service fee.
Accordion Panel

If your order is accepted, an estimated delivery time will be displayed on the screen. This is a calculation of when the platform expects your delivery to arrive at your delivery address.
We do our best to deliver your orders within 30 minutes.

How can I choose substitutions for my order?

In case, an item or items in your order are not available, we will try to contact you in one of two ways to get your replacement preferences.

Option 1: SMS

If an item or items you ordered are not available, you may get an SMS directing to your substitution options.

  • Cancel my entire order – If you decide to cancel your order, the payment will be refunded, and you can place another order form another merchant at any time.
  • Select a new item: you can select a new item from the available substitutions listed in the SMS, and then we will proceed with your order.
  • Leave out unavailable items: this option will remove the item or items from your order, and we will continue with the remaining items in your order.

Note that if you do not respond to the replacement request within 15 minutes of receiving the SMS, your order may be canceled.

Option 2: Phone call

If an item or multiple items you ordered are not available, you may receive a call from one of our customer support executive or the delivery agent to ask your substitution preferences based on what is available at the merchant.

Can I change my order?

We are unable to update your order at this time. We recommend that you contact your Dakoo delivery agent as soon as your delivery is assigned.

Why my account is placed on hold?

Your account can be held for several reasons. Even with a temporary hold on your account, you can still browse and navigate the Dakoo app and website, but you will not be able to place a new order until you have resolved the issue (s). The problems include:

Failed charge – your payment method was rejected when Dakoo tried to collect the amount for your order or tip.
Disputed Payment – A purchase made with your Dakoo account has been disputed with the payment provider as fraudulent.
Unusual account activity – Our system detected an unusual order placed with your Dakoo account.

When a hold is placed, you will receive an email with the reason for the preservation and instructions on how to resolve it. Please let us know if you still need any help.

Why do I need to verify my phone number?

When you sign up for an account with Dakoo, we need to make sure that you have linked your correct phone number to your account. Verifying the phone number ensures that your account is secure and up to date with the correct information. It also allows us to text or calls you if something comes up during your order (i.e., replacement, clearing of order, delay, etc.).

I do not have a phone number. Can I still register with Dakoo?

No. We need your email address and a verified mobile number to be able place orders on the Dakoo app. This is because your Dakoo delivery agent needs to be able to communicate with you during delivery. We will also send tracking updates on your orders throughout the delivery process.

I do not have an email address. Can I still register with Dakoo?

No. We need your email address and a verified mobile number to be able place orders on the Dakoo app. This is because your Dakoo delivery agent needs to be able to communicate with you during delivery. We will also send tracking updates on your orders throughout the delivery process.

How to tip my Dakoo delivery agent?

We believe that tip is an excellent way to acknowledge excellent service, and we want to make your experience effortless. The tip paid digitally goes directly to our Dakoo delivery agent.

Who does the deliveries?

Our Dakoo delivery agents are independent contractors. Your safety is vey important to us, and we review all of our Dakoo with extensive background checks and use a rating system to provide feedback to each Dakoo delivery agent.

Are you interested in becoming a Dakoo delivery agent? You can earn up to 10,000 to 30,000 INR and set your own hours.



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