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  • What is Ondway?
    Disrupting the future of urban logistics, Ondway provides on-demand delivery solutions to empower your business by connecting your own online sales platform (e.g. Flipdish, Client Hall, Shopify, Magento) to hundred of high-quality independent couriers in Dublin City. Our platform can help you manage all of your last-mile needs. We work with restaurants, grocers, retail, e-commerce and offer a variety of delivery services, from on-demand to scheduled deliveries.
  • What will happen if I have an outstanding query or complaint?
    Our customer care team is on hand to support our customers with any outstanding queries or complaints. We are experiencing high demand, but all outstanding queries and complaints will be dealt with promptly.
  • When will you be delivering in my area?
    We are rapidly expanding and will hopefully be working with businesses near you soon! Please, let us know which areas you want us to cover so we can arrive there faster.
  • Does Ondway offer Company Accounts?
    We have a dedicated team who will be more than happy to assist you with setting up a Corporate Account so you can get better deals and special assistance. Get in touch with us at
  • Is there an Ondway App?
    There is! It’s available free on the App Store and Google Play.
  • How can I keep in touch with Ondway?
    Please follow our Instagram, Facebook, or LinkedIn to stay up to date with the latest news about Ondway Delivery.
  • How does it work?
    You can order either on our website or by using the business sales platform. On our website you need to sign up, simply add your pickup and delivery address, choose your vehicle type, choose your priority and proceed to complete contact information, and then make the payment to book your delivery. Orders coming through business partners platforms, once our system receives your order, we’ll get to work sending a courier to carefully collect it. Once it's all ready to go, you’ll receive your ETA and an Ondway courier will bring it to you. No manual tasks are needed here, its everything automatically created. You can also order with same day or scheduled delivery, reducing the cost of the service.
  • What kind of businesses are listed on Ondway?
    We curate a high-quality and diverse selection of businesses in your area. This can range from a top neighbourhood restaurant to a well-regarded national company office.
  • What times can I order for?
    We deliver every day from morning (9am) until late at night (12am), 7 days a week, but different businesses may have different opening times. Visit the business partner website or its sale platform to see which ones are available in your area.
  • How are the goods delivered to me?
    Once you’ve placed your order, an Ondway courier will pick it up and bring it to your delivery address, you will receive an SMS with the ETA so that you can follow the courier's journey to your address and can receive it immediately upon arrival. Remembering that upon arrival, the delivery person will contact you and will count 10 minutes for the order to be collected, otherwise the delivery will be discarded (food and drinks) or returned to the original establishment (general goods).
  • Why doesn't Ondway accept cash?
    We only take card payments because it lets us provide you with the best possible experience. It creates a safer working environment for couriers too. Feel free to tip your courier in cash.
  • Do I have to tip?
    Whether you tip or not is completely up to you. You only can tip in cash when the courier delivers your goods. Couriers receive 100% of all tips. Tips paid at the time of online purchase are at the discretion of the establishment to pass on to the couriers or not.
  • Is there a minimum order value?
    The minimum order amount can vary depending on which business you’re ordering from. If there’s a minimum order amount, you’ll be informed at checkout before you place your order.
  • Can I place orders in advance?
    Yes! You can schedule your delivery at any time after 2 hours of your current time, as long as the time is in line with the working hours of our couriers which are between 9am and 12am, 7 days a week. If you wish to get a delivery before 2 hours of your current time, simply select the option to collect “immediately” and a courier will be in your door asap, normally under 15 minutes.
  • How are the goods packaged?
    Packaging always depends on the type of goods and business you’re ordering from. It’s important to keep in mind that we don’t collect goods unpacked so make sure that was packed by your sender. Restaurants take great care to use packaging that maintains the correct temperature for as long as possible. If you have suggestions regarding the packaging or appearance of your goods when it’s delivered, please contact us at and we’ll pass on your feedback to the business partner, or you can contact them directly.
  • What if something is wrong with my order?
    We have a dedicated team that takes care of your entire experience, from the moment you place an order to when it arrives with you. However, we do understand that sometimes things might go wrong. If this is the case, you can use many platforms like WhatsApp, Facebook, or Instagram to speak to our customer service team and report any issues. You can also contact us at
  • What if I want to add something to my order?
    You can still add the missing items if the delivery package still with you. However, if the courier have already collected it, you will have to register a new delivery. Also, if the missing items changes the size of the package in order that you need a diferente vehicle type, you must edit your order if there still time to do so.
  • What if my order is late?
    Sometimes, situations beyond a courier’s control can cause the delay. Whenever we can, we will always try to proactively call you if we become aware that your order may not arrive within the estimated delivery time, and our team will work to deliver your order as quickly as possible.
  • What if I’m not around when my courier arrives?
    If you think you won’t be at the delivery address in time to receive your order, please let us know by contacting us via WhatsApp, Facebook, Instagram, or Your courier will always try to call you if there’s an issue once they reach your delivery address. If they’re unable to contact you, our Customer Service team will try and reach you via phone and email. Please check your emails during the delivery time for any updates. If we can’t contact you and are unable to deliver the order, your courier will wait for up to 10 minutes before leaving. In this event, you’ll still be charged for your order. To prevent this from happening, it’s always a good idea to double-check your contact and address details.
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  • What is the delivery fee?
    The delivery value is calculated based on the distance, type of vehicle and time, and may vary according to the demand for deliveries at peak times. However, you'll always know how much before paying for it.
  • What is the service fee?
    This allows us to power your experience, including adding new features and providing great customer service. A minimum or maximum amount may apply to the service fee, but you will always see the exact amount at checkout. The service fee is calculated based on the order amount before any promotions or discounts which may apply to your order.
  • Do I need to show ID to buy age-restricted items?
    It’s important to make sure that age-restricted items (alcohol, tobacco) don’t make it into the hands of minors. For this reason, we may ask for a customer’s date of birth if an age-restricted item goes into their order basket. We also ask our couriers to comply with a “challenge all” standard for deliveries of these age-restricted items. This means all customers, whatever their age, will be asked by the courier on delivery to provide identification showing proof of age to receive age-restricted items. Couriers do not need to take a photo of the customer’s ID. Our couriers are subject to data protection obligations and will only have access to limited customer information required for delivery. We also ensure that our couriers receive guidance on keeping customer personal data safe. To meet industry and legal standards, couriers will ask customers for accepted forms of identification (passport, driving license, identity card). Information on ID verification for age-restricted items is also set out in our customer Privacy Policy (Information We Collect From You), as well as in our customer Terms and Conditions (Age Restricted and Regulated Products).
  • How Ondway investigate potential infringement?
    If we are made aware of a customer who is acting in breach of these guidelines, we will investigate the report before taking any action on the account. These investigations are always led by someone on our team, and customers will always be notified if we decide to take any action.
  • What is Ondway community guidelines?
    At Ondway we want our customers, couriers, and business partners to have the best possible goods delivery experience. At the same time, we want to ensure that the communities we work with are safe. These guidelines are designed to help ensure that everyone who uses the Ondway platform has a safe and positive experience. Be respectful: Our couriers are at the heart of our business, collecting goods from our business partners and delivering them to your door. We ask that you treat couriers with respect and report any behavior that you find unprofessional to us directly by contacting Customer Support (, so we can take appropriate action. We want everyone who uses Ondway to have a great experience and being respectful to one another is key. Be prompt: When you receive a notification that your courier is on their way to you, please ensure that you are ready to collect your goods at the time indicated in the app. This is so that our couriers do not have to spend time waiting around for customers to come and collect their goods when they could be working. Additionally, we ask that you use ‘Delivery notes’ at checkout to indicate where you would like your goods to be delivered so that your courier does not have to search for your location. Fraud: Fraudulent activity undermines the trust that we have built with our community. Committing fraud is a criminal offense. We have several measures in place to monitor fraudulent activity from customers, as well as couriers and business partners. If an account is found or suspected to be engaging in fraudulent activity, we will act which may result in: - Deactivation of your Ondway account; and/or - Escalation to the relevant authorities.
  • Is ordering through Ondway safe?
    Our absolute priority is to offer the safest service possible to customers, couriers, and businesses and we have taken several important actions to ensure we deliver goods safely for everyone.
  • Are all the restaurants available as usual?
    The Irish Government announced that all restaurants, bars, and cafes must work in different opening hours, but delivery can remain open. If a restaurant would like to keep their kitchens open to delivery customers, they can still do so via Ondway but this is the choice of the restaurant.
  • How are you supporting couriers?
    Contact-free pickup & delivery: We’ve introduced contact-free pickup and delivery which means couriers can work without coming into direct contact with businesses staff or customers. Support from businesses: We have asked all of our business partners to provide couriers with access to soap and water or hand sanitizing gel at their property whenever possible.
  • How are you supporting businesses?
    We are here to deliver for businesses who want to carry on offering their amazing goods to families at home during this difficult time. We are working with businesses to optimize their operations for delivery, and we are doing everything we can to make sure people still have access to the goods they want and need. We have: Published detailed guidance on how businesses can run delivery-only outlets safely, covering issues such as how to minimize contact, packaging, and hygiene best practices. Established teams of people across the business to recruit and support businesses who want to be able to deliver goods. Shared expert advice and guidance on how to operate safely during the outbreak
  • I have symptoms of COVID-19, what should I do??"
    Symptoms of COVID-19 (Coronavirus) include: a high temperature a new, continuous cough a loss or change to your sense of smell or taste If you start to feel ill or test positive for COVID-19, follow all medical advice, do not log in, and let us know immediately on or +353 1 485 3078 Important information: Face masks or coverings must be worn at the restaurant and the customer. The pickup and delivery of all orders must be contact-free. Always stay at least 2 meters apart from other people. Wash your hands with soap and water regularly or use a hand sanitizer. Clean your bags with food-safe cleaning products before you work and regularly during.
  • What if I can't carry all the bags in a delivery?
    If you find you are unable to carry everything yourself, contact our Support team by phone or through WhatsApp and ask for help. While we find other riders to help with the rest of the order, please take as much as you can safely carry and proceed with the delivery. You'll still be paid the full fee for taking as much as you can safely carry.
  • A customer doesn’t have an ID for an order containing alcohol. What should I do?
    You must check the customer's ID for all orders containing alcohol or other age-restricted products, regardless of whether they look old enough to purchase those products. It’s against the law to sell age-restricted items to anyone under the age of 18. It’s your responsibility to make sure that you don’t deliver age-restricted items to anyone under 18. When you pick up an order, check the receipt to find out if there’s alcohol included. When you deliver an order containing alcohol, you must check the customer’s ID – even if they look older than 18.
  • What should I do if my vehicle breaks down or my equipment stops working?
    If you can deliver the order safely, it’s best to complete it. The next thing to do is contact our support team and tell them what’s happened when it's safe to do so. If you’re not currently on delivery, it's best to go offline so you’re not offered any more orders.
  • If there’s an emergency while I’m on an order, what should I do?"
    In the event of an emergency – such as a traffic collision or crime – the first thing you should do is get to safety. Your safety is the number one priority in these situations. Once you feel safe, call the emergency services on 999 to make sure you get any assistance you need. Once everyone involved is safe, please contact Rider Support when you can to tell the team what happened.
  • What happens if the app goes down while working?
    Occasionally, we run into technical problems. This happens rarely, it may mean you are unable to go online for a short time while we fix the problem. If the app goes down, we’ll send you a message as soon as we’re aware of the problem. And we’ll send you another one as soon as we’re back up and running.
  • How do I contact Courier Support?
    Most questions can be answered quickly by checking the FAQs on the website. The website has loads of helpful info. If an article doesn't answer your question or you need to get in touch you can get in touch with us at or by WhatsApp, Instagram, or Facebook.
  • Contacting customers?
    If you can’t find the customer’s address or they aren’t answering their door, there are several ways you can try and contact the customer through your app: Send them a message – Tap the WhatsApp icon on the right-hand side of the order screen to send the customer a message. Give them a call – If they don’t reply, tap the phone number link on the left-hand side of your screen to call. Complete the order after 10 minutes and leave it in a safe place – 10 minutes after you’ve tried to contact, you’ll be able to complete the delivery by taking a photo of the customer’s address.
  • Long restaurant waiting time?
    If you’ve been waiting at a restaurant for a long time and no longer want to deliver the order, you can reject the order in the app and let us know it was because of the wait. You can do this on the uncollection notes screen.
  • How you’re offered orders?
    If you’re concerned that other couriers nearby seem to be being offered more orders, it’s important to remember that multiple factors influence which orders are offered to you. Factors like the distance between the restaurant and the customer. The Live Support team cannot control when or which orders are offered to you.
  • Missing items?
    If a customer tells you an item is missing from their order, first have a look at your bag and then politely let them know that they should report it directly to the sender. Doing this allows you to get back on the road quickly.
  • What are the requirements for being a courier?
    To start with us you’ll need: Proof of your right to work in Ireland as self-employed A smartphone – (iOS 11 and above) or Android (6.0 and above) Your own vehicle (bicycle, motorcycle, or car) with the necessary safety equipment An Irish bank account You must also: Be over 18 Have no unspent criminal convictions Cars and motorized scooters will also need food delivery insurance as well as regular motor vehicle insurance.
  • Can I provide my own kit?
    Yes, you’re not required to wear our branded kit when on the app or delivering for us. You’re welcome to buy a kit from a supplier of your choice but your kit will need to meet our minimum safety standards.
  • When will I be paid my fees?
    Your fees are processed every week. This covers orders completed from Monday to Sunday. You'll receive your fees within 7 bank days. If there's a delay of more than 12 hours, we'll let you know. If, following receiving your fees, you have a query, please contact us at
  • Will I receive my fees on a bank holiday?
    Fees can’t be processed on bank holidays, because banks are closed. If you’re ever due to be paid on a bank holiday, we’ll let you know the exact day you can expect your fees to be paid to your bank account. This will usually be the next business day after the bank holiday.
  • Are there any order incentives in my area?
    Order incentives may be offered to fee per delivery riders at certain times and places, depending on predicted customer demand to make sure riders always make great fees. These incentives are reviewed on an ongoing basis and change in line with customer demand.
  • How do I get my old invoices?
    To get them, send us an email at, but remember to specify the period you want to receive your invoice.
  • How are fees calculated?
    Fees are designed to reward you for the effort you put into every delivery. This means that the deliveries that take you further and longer to complete, will pay more. Our mapping system takes the available routes for every delivery into account. It considers aspects such as distance, traffic flows, diversions, and hills when calculating every fee. This means you should always see fees that reflect the effort required for every delivery.

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