Frequently Asked Questions
As long as you have an assigned courier, you can follow your order in real time and communicate with the courier if you have any questions. If you don’t have an assigned courier, your order remains in the system pending allocation. If large delays are anticipated, we will notify you of this with a yellow message at the top of the app. If a courier hasn’t been assigned to your order and you’d like to cancel, you can do this yourself from your current order at no extra cost.
Is the product not exactly what you expected? Please let our Customer Services team know, as we’d like to avoid situations like this in the future. However, any returns or complaints about products should be made directly to the establishment, without the involvement of couriers or Glovo. Notwithstanding the foregoing: in the specific case of orders placed on the Platform through the drop-down menu of McDonald’s products, the customer should contact Glovo directly.
You can cancel orders but cancellation fees may apply.
For food related orders, you’ll be charged an amount depending on the following factors.
(1) If the store has already accepted and started to prepare your order, you’ll be charged the price of the products.
(2) If a courier has already been assigned to your order, you’ll be charged a cancellation fee.
(3) If the store has already accepted and started to prepare your order, and a courier has been assigned to deliver it, you’ll be charged the price of the products and a cancellation fee.
(4) If the courier reaches the delivery area and finalises the order, you’ll be charged the price of the products and the delivery fee. Please bear in mind, food related orders cannot be returned.
For non-food related orders, you can cancel an order free of charge, up until a courier accepts your request. However, if you cancel after a courier has been assigned to your order, you’ll be charged the total cost of the basic delivery service. If a courier has already picked up the order or is couriering at the time of cancellation, you can ask the courier if it’s possible to return the product. If this happens, you’ll still have to pay the full price of the products and delivery fee, as well as the cost of the return service. If the courier is able to return the product, the value of the product will be refunded back to you. To clarify: you’ll be charged for the total cost of the delivery service, including the cost of the product and delivery fee, and the return service
If you received an incomplete or incorrect order, please go to your profile on the app and click ‘Help’. We’ll get back to you with a resolution as soon as possible.
If you want to change your order, you just have to contact your dispatch rider. From the moment a dispatch rider accepts your order, you can contact each other by phone to answer any queries that may arise.
Help & Support
Many cities in which Glovo operates offer a 24/7 service except Sundays. However, our vendors’ stores have their own schedule so they might be closed despite Glovo being available.
We’re very happy to hear you want to join our Prime program! To do so and enjoy all its advantages, you just need to access your profile in the Glovo Prime space and click on “subscribe and pay”.
You can change your contact number on your profile details. Once updated, you’ll receive a verification code. When confirmed, your phone number will be changed immediately.
You can change the email address associated with your account on your profile details. Once updated, you’ll receive a verification alert. When confirmed, the new email will be changed immediately.
You can change the password associated with your account on your profile details. Once updated, you’ll receive a notification alert. When confirmed, the new password will be changed immediately.
Mode of Payment
Fares are calculated based on distance and per time. With the base fare of 700 naira, fare estimate is calculated thus: 700 naira base fare + 100 naira per kilometer + 50 naira per minute. We charge 1000 naira as the minimum fare.
We have two options. You can choose to either pay by cash or by using your debit card in the web app
Up to you! If you think they deserve it, why not? Couriers are free to accept or decline tips, but they should never ask for it.