💬How do I send a complaint or suggestion, and who sees it?

About a restaurant: in the menu tap "💬 Feedback", or on your order page "A note or complaint about this order?" — it’s linked to your order and goes straight to the restaurant’s management.

About Menova itself (the app, website, payments, your account or a new idea): use the "Complaints & suggestions" page or your account in the app — it comes to our team.

Complaints are private. If you like, tick “Let the restaurant publish my message” — the restaurant then decides whether to show it with its reply under “Complaints & suggestions”, with your first name only. Urgent health complaints are never published.

Your phone or email is optional and seen only by the restaurant (or our team) to contact you.

If you mention a health risk (allergy, something foreign in the food…) we flag it "urgent" and alert the restaurant instantly. If you have symptoms, see a doctor right away.

After sending you get a private follow-up link: see the status (received, in progress, resolved) and the reply — sometimes with a make-good code for your next order that works with your number only.