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FAQ

he FAQ section serves as a guide to explain how the platform works, including ordering, delivery, pricing, and customer support.

Ordering on AOUID

How does it work?

You can place an order either through the website or via the AOUID mobile app, available on iOS and Android. Simply enter your address code to find all available restaurants in your area, choose your meals, and place your order. Once the restaurant has received and accepted your order, it will be prepared and carefully packaged. When your order is ready, a partner delivery driver will pick it up and bring it to you. If you want to plan ahead, you can place your order up to 24 hours in advance and schedule a delivery at your preferred time if the restaurant offers this option.
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Who is responsible for your order?

If your order is accepted by a partner, a sales contract is formed solely between you and the partner. AOUID is not part of this contract and assumes no responsibility for its terms or consequences. AOUID does not take responsibility for products sold by our partners, as it is neither the buyer nor the seller. Each partner is responsible for the sale of the products you order on the platform. The partner must ensure that the products offered comply with applicable regulations. Additionally, for non-perishable products, the partner is responsible for providing information regarding your right of withdrawal, returns, and any other obligations related to the sale. For any inquiries, you can contact us at contact@aouid.ma.

What is the status of our partners?

Our restaurant, supermarket, and business partners offering products on AOUID are independent third parties acting in a professional capacity.

What types of restaurants are available on AOUID?

We carefully select the best restaurants in your neighborhood. From authentic Thai cuisine to gourmet burgers and traditional Italian pizzerias, AOUID partners only with the best restaurants to satisfy even the most refined tastes.

What are the delivery hours?

Our partner delivery drivers are available from morning until late at night, with restaurants offering different opening hours.

How does delivery work?

Once you confirm your order, it is sent directly to the restaurant for acceptance and preparation. When the order is ready and packaged, a partner delivery driver will pick it up and bring it to the specified address.

Is there a minimum order amount?

The minimum order amount depends on the restaurant you are ordering from. If a minimum order amount is required, you will be informed before confirming your order.

How can I use my discount code?

If you have a promotional code, you can apply it on the app or website. On the app: Log into your account and enter your code in the "Enter a promo code" field. On the website: Click "Add a promo code" at checkout. Are the prices the same as in the restaurant? We encourage our restaurant partners to maintain the same prices for delivery as they offer in-house, though some exceptions may apply. The price of each dish is clearly displayed in the app. If you have any questions about menu prices, please contact the restaurant directly.

Can I pick up my order?

Yes! You can use AOUID’s pickup service to collect your order from participating restaurants near you. Search for available restaurants in the app.

How are meals packaged?

Packaging depends on the type of dish and the restaurant. Our restaurant partners carefully choose packaging that helps maintain food temperature as long as possible. If you have suggestions regarding packaging or presentation, feel free to email us at contact@aouid.ma, and we will forward your feedback to the restaurant.

Why do some menus have customer reviews?

When you place an order on AOUID, we may ask for your feedback. We sometimes share this feedback with other users, particularly on partner menus. Our team ensures that only verified customers who have successfully placed an order can leave a review.

Managing My Order

What should I do if there is a problem with my order?

Our customer service team is here to ensure you have the best experience on AOUID—from the moment you place your order until it arrives at your door. However, we understand that issues may arise. If you experience a problem, use the Help section in the AOUID app to chat with our customer support team via WhatsApp or report any issues. You can also email contact@aouid.ma.

Can I modify my order after placing it?

You can contact customer service through the Help section in the app. We will do our best to accommodate your request before your order is delivered.

What if my order is late?

Occasionally, unexpected delays may occur beyond our control. We will always notify you as soon as we anticipate a delay in your order.

What happens if I’m not there to receive my order?

If you realize that you won’t be available to receive your order, please let us know using the Help section in the AOUID app. The delivery driver will attempt to contact you upon arrival. If they are unable to reach you, our customer service team will try to get in touch via phone or email. Please keep an eye on your phone, WhatsApp, and emails during the delivery window. If we are unable to reach you, the driver may wait up to 10 minutes before leaving to fulfill another delivery. In such cases, we may block your account to prevent further unattended orders. To avoid this, always double-check your contact details when placing an order.

I ordered a non-perishable product. Who is responsible for any issues?

Each partner is responsible for handling claims or issues related to the sales contract between them and you. The partner must ensure that the products they offer comply with regulations. If you experience an issue with a non-perishable item, please contact the partner directly. For further assistance, email contact@aouid.ma.

How much is the delivery fee?

Delivery fees vary based on your location and the distance covered. You will always see the delivery fee before confirming your order. Some restaurants also provide their own delivery service and set their own fees in that case.
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