According to ResQ's terms of use, it is the customer's responsibility to collect their order during the pickup time shown in the offer. Unfortunately, ResQ's customer support cannot refund orders that were not picked up during the stated pickup time.
The pickup time is always shown at the bottom of the offer, so we recommend checking it before placing your order to make sure it works for you. That way, we can genuinely reduce waste together! 🙏
We completely understand that sometimes things don't go as planned. 💚 If you have missed or think you may miss the pickup time, please contact the seller as soon as possible.
If you couldn't pick up your order in time
If you couldn't pick up your order during the pickup time or forgot to pick it up, you can call the seller (the restaurant, café, or store you ordered from) and ask whether your order is still available for pickup.
Please note, however, that the seller is not obliged to keep or hand over your order after the pickup time has ended. Orders that were not picked up during the stated pickup time also cannot be refunded or cancelled afterwards.
If you notice in advance that you won't be able to pick up your order in time
If you know already before the pickup time ends that you won't be able to pick up your order on time, we recommend doing one of the following:
Ask someone else to pick up the order for you. Simply send your order receipt to a friend or family member so they can collect the order during the pickup time. You can find detailed instructions in the article Can someone else pick up my order for me?
Contact the seller as soon as possible. Ask whether they could keep your order for a little longer or wait for you if you're only going to be slightly late. If the type of order allows it, you can also ask whether it would be possible to pick it up the following day. Please note, however, that the seller is not obliged to agree to your request.
How to call the seller
You can call the seller by clicking the seller's name in the map or offer view of the app and then pressing the "Call" button (as shown in the image below):
