How can we help you?
What is foodpanda?
foodpanda is the most convenient online food ordering site, connecting people with the best restaurants around them. We believe food is a pleasure and food ordering should be fast and definitely a fun experience.
Why should my restaurant partner with foodpanda?
Our partners benefit a lot from foodpanda: increased revenue, better profit margins, many new customers, happy existing customers, free marketing, and no additional work for you. The list is long and our partners love us for what we do!
What kind of restaurants are foodpanda looking for?
As a delivery concept for quality restaurants we are looking for the best restaurants in the city. We like restaurants of all tastes: Chinese, Korean, Indian, Italian, French, Spanish, Japanese, American, Middle Eastern, South African, South American, Vegan/Vegetarian and many more.
What is my onboarding status?
Thank you for enquiring. Kindly fill up this form.
What is my vendor code?
How does a partnership with foodpanda work?
You simply cook while we do all the rest! We create your customized restaurant online profile, help you expand your customer base, take care of the payment, link you to drivers for the delivery process, do all the marketing, take care of the customer service, and so on and so forth. Life is easy with us and all our restaurant partners love it!
After completing the paperwork, how long is your onboarding process? When can we start receiving orders?
The onboarding process will take about 10-14 working days. After which, a menu-preview link will be emailed to you for confirmation. A confirmation and training call will also be given before bringing your page live on the platform to start receiving orders.
Does your contract bind me to be exclusive with foodpanda? Can I partner with other delivery providers?
No, unless otherwise stated in the contract.
Is there any contract period?
No. Our partner agreements do not carry any contract period.
What happens after I sign the contract form?
I do not have a Business Registration Number, can I still join foodpanda?
Yes, it is still possible to partner with foodpanda without a Business Registration Number, kindly indicate NA where Business Registration Number is applicable while signing up.
Can I discuss the commission rate?
We will only be able to disclose the commission rate once all the relevant documents are sent.
Why is our commission rate so high? How do you charge your commission rate?
Is your commission rate inclusive of GST?
The commission rates offered are NOT inclusive of GST. Our systems will take the 7% GST into consideration upon invoicing you during our partnership.
Menu and Operations
What is the delivery radius and minimum order value like?
Delivery radiuses are based off a 15-minute delivery time, which gives an approximate 2-3km radius. The minimum order value is $12.
What is the delivery charge? Is it the same regardless of the size of the order?
foodpanda applies a distance-based delivery charge that is paid for by the customer. Delivery charges can range from S$0.99 to S$5.99 depending on the delivery distance.
How do I register my outlet's off days?
3. Alternatively, if it is a special case/long term closure, please write to Partner Service 2-3 days in advance for us our team to make the necessary adjustments.
Are we able to go offline if we are busy and not able to accept orders?
Yes you will be able to change your online page status to “Available”, “Busy” or “Unavailable” at any time through the restaurant app on the device (Godroid) provided.
For food items that are sold out or unavailable for that day, how do I prevent them from being placed in orders?
There are options to remove unavailable food items temporarily via our restaurant app. Customers will no longer be able to see or place unavailable food items in their orders.
What happens if I accept an order, then realise the item is not available? May we contact the order to offer replacement?
In such cases, kindly decline order on the restaurant app and you can choose a reason. Then the customers number will be displayed there where you can choose to call the customer and negotiate to send something else with the equal price. Changes would not be shown on the restaurant app but order can continued be process.
Will we be compensated due to spillage/damage caused by the rider during delivery?
Can my menu be amended if there is a need to do so?
Menu changes can be made via Restaurant Portal. Alternatively for other changes, kindly visit Formstack.
May we list a set menu that is not available in our dine-in menu?
What is the average processing time for menu changes?
We suggest vendors doing it real time via the Restaurant Portal.
Are we able to sell alcohol on foodpanda if we do have alcohol on our menu?
Yes, you may sell alcohol on foodpanda. However, a Liquor License would have to be shown to us before we can make your alcoholic beverages visible on our platform.
How do I mark my restaurant as 'Halal' on foodpanda?
A Halal certification will be required in order to do so.
Can I mark up the prices of my food items for deliveries?
At foodpanda we have a no mark-up and a best price guarantee policy. We also take a customer-centric approach to ensure price transparency. Therefore, all dine-in prices and delivery prices must match.
How long is your billing cycle?
What are the charges involved?
We are not a GST-registered company. Do we still have to pay for the GST?
What is Panda Partners?
How do I enjoy full benefits?
What happens once I fill up the 'Enjoy exclusive deals' form?
I am not satisfied with one of the service providers on your platform
Who do I make payment to?
I am a Service Provider and would like to be featured on this platform
How do I get started?
What happens if I would like to terminate the partnership?
We don’t want to see you go and would like to know your feedback. Hence, please write on Formstack and our partner service team would reach out to you. Please give us a 1-month advance notice period. Thereafter, the equipment provided will be collected back within 14 working days. Failure to return the equipment within that period will incur a S$300.00 penalty.
Is there a cancellation fee pertaining to terminating the partnership?
No cancellation fee is involved, however do note that there are other minor fees involved for situations such as devices being misplaced.
Preparation and Delivery
How long do we have to prepare the order? Are we able to adjust the preparation time?
The default preparation time is 15 minutes and is fixed. However, we have a dynamic preparation time system that will calculate the average preparation time you need based on the basket size (Order Value) and the number of delivery orders that your restaurant is facing at that point of time.
After the food is picked up from my outlet, how long until it is delivered to the customer?
With reference our delivery radius and the minimum order value, the delivery will take about 15 minutes via foodpanda rider, depending on weather and traffic conditions.
What if it's a huge order, do we still have to prepare it within 15mins?
Due to the dynamic preparation time, more time will be given to restaurants if there is a large order. This will be reflected in the vendor’s app (Godroid).
What happens if my orders are delivered late/not delivered to the customers?
What if the customer cancels the order while the food is being prepared?
If a customer cancels an order after the restaurant has accepted it, foodpanda will still treat the order as a “successful” transaction and pay you accordingly but consider the food as wastage.
Will I be able to see the customer's details and/or rider's details?
What is PandaPro?
Foodpanda is launching a new product called pandapro, an exclusive membership club connecting our highest value customers with premium restaurants/bars in Singapore.
Foodpanda have created a targeted, high-value subscription program that allows your brand to gain access to the top customers from our extensive user base and offer online customers the opportunity to dine-in at your restaurants.
Our pandapro subscribers order more frequently and spend significantly more each time they order than non-subscribers. By creating a paid subscription, we have isolated the top tier of our customer base, so that you can create targeted offers for the people that spend most often. We are inviting a selection of our top partners to add an offer to our pandapro program, attracting these top diners to your listing.
How do I get started?
Speak to your Account Manager of your interest to be part of the PandaPro Program.
He or She will send you an email and will CC in the Project Manager of the PandaPro program.
You will be required to sign a form that will require the input of details such as the type of deals you want to take part in and your restaurant’s business entity.
Why should we offer a deal?
-Partners with deals see a 30% uplift in order volume on average
-PandaPro subscribers order 2x - 4x times per week
-Subscribers spend 35% more per order on average than non-subscribers
Is there any initial payment / deposit?
You are not required to pay anything to be part of the program. You simply need to offer amazing deals to the customers during the stipulated period
Is there a minimum time frame that I need to sign up for Panda Pro?
You are required to be on the program for a minimum period of 3 months
How do I sign up for Panda Pro online?
Device & Printer
If there are technical issues with the device, how long will it take for a replacement to arrive?
A replacement device will be delivered within 3-5 working days. If there is an incoming order during that time, an automated call will be directed to the person
What equipment will I receive?
My tablet was damaged/ stolen
The tablet cannot be switched on
Tablet keeps showing an error message
Would like to clear data on tablet
Change font /no words/ weird words on printer
How to setup the device?
How to setup the printer?
How to login to restaurant portal?
Change and Request
How do I change my restaurant address?
Would like to change business registration
I would like to update my operating hours and update the schedule temporarily
If the changes are for a longer period (i.e. Covid-19) or it is because you have multiple outlets (>5) to be changed at once, kindly add your details on this form.
My restaurant was close during circuit breaker, would like to reactivate
What is pandago?
How will I be charged?
Can my customers pay by cash on delivery?
More information on pandago
Fill in this form to create your account, no strings attached! Within 3 business days you will then receive a vendor code with which you can register at pandago.sg.
Issues about menu, device, or finance?
Tried fixing your issue but the issue still persistant? Please contact our Partner Service team at foodpanda support
Are you looking for partnerships on service or food supplies?
Simply fill up bring a service and we will be in touch with you shortly
How can I join foodpanda?
Simple sign up here and we will be in touch with you shortly
Anymore questions on Panda Partners?
Take a look at our Help Centre
Learn more about PandaMart?
food and more, delivered groceries, fill in here to become a partner.
Digital Resilience Bonus
How do I sign up for the Digital Resilience Bonus?
The bonus is released by IMDA every month. Here is the form. foodpanda is only responsible to submit the information but has no control on whether the bonus is approved upon checking by IMDA.
What are the criteria for DRB?
When does the form open and close for sign up?
The form is open every 5th of the month and closes on the 22nd.
How do I qualify for the 10,000$SGD bonus by IMDA?
How do I find out more about Digital Resilience Bonus by IMDA?
You may read about it here.
Food Delivery Booster Package
What is the Food Delivery Booster Package?
The Food Delivery Booster Package is a relief package for the Food and Beverage industry in Singapore, calibrated by Enterprise Singapore in partnership with foodpanda.
Who qualifies for the Booster Package?
What are the benefits of the Booster Package?
Who is eligible for 1 month of commission-free service?
What are the costs associated with the Booster Package?
The Booster Package will cost SGD$100 per outlet of your brand. Payment for this will be deducted from your foodpanda invoice, and upfront payment is not required.
Want to find out more about Food Delivery Booster Package?
Kindly check it out here.
How will I receive orders?
How do I accept orders?
The food is ready, what should I do next?
What does upcoming orders mean?
I am unable to accept the order, how do decline the order?
Some items that the customer orders is unavailable, what should I do?
Items are unavailable and marked optional, how do I remove an item from the order?
Items are unavailable and not marked optional, how do I remove an item from the order?
What if I encounter an issue with my order? Who do I contact?
Please contact us via Help Chat Support on your goDroid for urgent order related issue or fill up our formstack for non-urgent order related issue