Help center

🏅What is Menova Rank and how do I level up?

Menova Rank is a free membership tied to your phone number, with 7 ranks: Iron, Bronze, Silver, Gold, Platinum, Diamond, Master. Your rank follows you to every Menova restaurant. Each rank has 3–4 simple missions: complete orders, try different restaurants, rate, invite a friend. Finish them all and you level up instantly, with a notification. Only completed orders of AED 15 or more count, up to 3 a day, all within the last 12 months. If your activity drops you have 30 days to keep your rank before it drops a level. Participating restaurants give perks for each rank (a discount or a gift), applied automatically to your order when you’re signed in. See them on "My rank".

🏷️What is the membership number? Who are the Founding members?

With your first completed order on Menova you get a permanent membership number, like #0427. The first 1,000 numbers are Founding members: they start at Bronze, never drop below Silver in their first year, and a "Founder" badge with their number shows next to their rank at every restaurant. Once the founders are full, every member gets the next number from #1001. You choose whether your first name appears on the public founders list.

🎖️What are seals and how do I get one?

Seals are granted only by Menova centers after an in-person check — they can’t be earned by ordering or given by a restaurant. VIP: for distinguished guests, by Menova invitation. Verified: for content creators — request it on "My rank" and a Menova center contacts you for a short check. Critic and Menova Ambassador: by Menova nomination. You choose how your seal shows at each restaurant: shown, discreet (the restaurant knows you’re a distinguished guest without your name) or hidden. Change it in your seal settings, for every restaurant or one at a time. A seal is valid for a year and renewed by the center. We never photograph or copy IDs.

⭕What is the "ring" and how do I get my reward?

Each restaurant that enables the ring sets a number of visits (e.g. 5) and a reward (e.g. a free dessert). Every visit fills part of your ring; when it completes, the reward is yours. Visits count automatically when you order signed in with your phone, or by tapping "Count this visit?" on your order page. One visit per restaurant per day, from a completed paid order above the minimum if the restaurant sets one. When your ring completes we ask: "For you, or someone you love?" — keep it, or gift it to someone’s number and it reaches them on WhatsApp. To redeem, show your 6-character code to the cashier. A reward is redeemed once and has a validity the restaurant sets. All your cards and rewards are on the "My cards" page.

📍How do I find a restaurant near me, or a specific dish?

Open the "Restaurants" page and type a restaurant name, a dish (e.g. shawarma, burger) or an area — we search restaurant names and menu items together. Tap "Near me" to sort restaurants by distance with an approximate drive time. If you prefer not to share your location, pick your city in the filters. Use the filters: open now, pickup, delivery, Azeema, table booking and favorites. Switch to "Map" to see restaurants around you. The shelves at the top are shortcuts: ⚡ Deals now, 🏆 Stars League, 🎁 Try it for less (first order), 🔥 In demand and ✨ New — each with a live count. "Pickup available now" means the restaurant is online and accepting order-ahead right now. If it is not shown, the restaurant is busy or about to close — try later or browse the menu. Tap ♡ to save favorites; restaurants you visited recently appear at the top. These lists are stored on your device only.

🔒Do you store my location when I use "Near me"?

No. Your browser asks for permission first and distances are calculated on your device inside the page. We do not send your location to our servers, store it, or share it with restaurants. The location stays in the page memory until you close the browser, and you can clear it any time by tapping the location button again. A delivery location you send yourself when ordering delivery is different: it goes to the restaurant only to deliver your order.

🍽️How do I order from my table?

Scan the QR code on your table with your phone camera; the menu opens with your table number. Pick your items, then choose "Pay now" (goes straight to the kitchen) or "Send to waiter" (the waiter confirms it at your table, then it goes to the kitchen). Waiter confirmation protects you and the restaurant from wrong orders or someone ordering under your table. If there is no order button, orders here are taken by the waiter: tap "Call waiter".

🚗How does order-ahead pickup work?

Choose "Pickup" in the cart and sign in with your phone (a code arrives on WhatsApp). Choose when you will arrive (e.g. in 15 minutes); the kitchen starts preparing ahead so your food is fresh and hot. Payment is upfront by card or Apple Pay, so there is no queue at the counter. You get a page with a 4-digit pickup code. Tap "I'm here" when you arrive; you can choose curbside and add your plate number and car colour. Running late? Tap "I'll be 10 min late" (up to twice, before preparation starts).

↩️Can I cancel a pickup order and get a refund?

Yes — free and in full before the restaurant starts preparing (the prep start time is shown on your order page). After preparation starts cancellation is no longer possible, as the food is made for you. If the restaurant cancels your order for any reason, or has auto-cancel turned on and does not accept it within the time shown on your order page, you are refunded in full automatically. Refunds reach your account according to your bank, usually within 5–10 business days.

⏰What if I am late or cannot come?

The restaurant holds your order for a time it sets (60 minutes by default) after your arrival time. If you do not arrive within it, the order is marked "not picked up" and is not refunded, because the food was already prepared — as you accept before paying. Repeated no-shows may require prepayment on your future orders at the same restaurant.

🎁How do I send a gift (Azeema)?

Open the Azeema page, or tap "Treat someone to this dish" on the menu of any restaurant that accepts gifts. Choose what to give: a dish, a full meal of several items, or a fixed credit (if the restaurant enables it) the recipient spends on anything. Then pick a card and write your message. Enter their mobile number; you can also send it without your name (secret treat). Pay, and the gift reaches them on WhatsApp instantly. Follow in "My gifts" when they open and collect it, and receive their thanks.

💌I received a gift — how do I collect it?

Open the link you received on WhatsApp to see your card and message. Tap "Collect my gift" and verify your number with the code — only the owner of the number can collect it. Choose "I'll arrive in…" or "I'm at the restaurant now", then show the pickup code to the staff. Prefer another dish? Swap for one from the same restaurant and pay only the difference if it costs more. Afterwards you can thank the sender or treat them back in one tap.

📅What happens if a gift is not collected?

The gift is valid for the period shown when sent (30 days by default); we remind the recipient before it ends. If it expires uncollected, the full amount is refunded to the sender's card automatically.

🔒Why sign in with my phone, and who sees my data?

Your phone number is your account, verified with a code on WhatsApp (or SMS). No passwords. It protects you: nobody can collect your order or gift without a code sent to your phone. The restaurant sees your name and number for handover only; a gift sender sees only the gift status, never your location or details. We never sell your data or send ads without your consent.

🔗What is a restaurant code like #L482, and how do I open a menu with it?

Every restaurant on Menova has a short code (one or two letters and 3 digits) and a link like menova.ae/L482 — on its door, on Google Maps or in its ads. Scan the QR or open the link: if the Menova app is on your phone the menu opens there instantly; if not, it opens in your browser right away — no sign-up or download. Heard the code in an ad? Type it in the Menova app search or on the restaurants page, or type menova.ae/ followed by the code. Tip: a genuine sticker shows the restaurant name and the link in plain text. If the name differs or a strange site opens, don’t pay and tell the restaurant.

🔕How do I stop a restaurant's WhatsApp offers?

You only get offers if you ticked "Send me offers on WhatsApp" when ordering. To stop them, tap the "Stop offers" link at the end of any offer message. Your orders and their updates are unaffected.

🧾How do I pay or split the table bill from my phone?

Scan the table QR and tap "Bill": you see every order on the table, what’s paid and what’s left. Choose: the whole bill, split equally (set the number of people and how many shares you pay), or "my items" and pick only yours. Add a tip for the team if the restaurant enabled it, and pay by card or Apple Pay through the restaurant’s gateway. Each payment shows to the rest of the table instantly, and once the bill is settled the waiter gets a “table paid” alert. Prefer cash? Tap "Pay the waiter" and they’ll bring the bill.

👥How do I place a group order with friends or at work?

In the menu tap "Group order", enter your name and send the link to the group on WhatsApp. Everyone opens the link on their phone, enters their name and picks items — they land in the group cart automatically. You see who picked what and the total, and when everyone’s done you send one order. Each item carries its owner’s name, so at a table everyone can pay their own items from "Bill".

✨I forgot something — can I add it to my order?

Yes. Your order tracking page shows "Want to add something?" with suggestions — add in one tap. Delivery: the add-on comes with the same order with no new delivery fee, as long as it hasn’t left the kitchen. Table: it’s added straight to your table. Pickup: we prepare it with your order. If your order was paid online, the add-on is paid the same way.

🔁What is "Your usual?"

If you’ve ordered from a restaurant before, the top of its menu shows your usual (the items you repeat) — add it in one tap. After any completed order you can tap "Order this again". This is stored on your phone only.

⏱️How does the time guarantee work?

Some restaurants guarantee time: delivery within a set time, or pickup ready when you arrive. If the restaurant misses the guaranteed time you automatically get a discount code for your next order (shown on your order page and on WhatsApp). If you tap "I’ll be late" on a pickup order, the guaranteed time moves with you. Orders scheduled for later aren’t covered.

🛵How do I follow my rider and receive a delivery?

Your order page shows the rider live on the map with their name and call/WhatsApp buttons. When they reach your door you’ll see "Your rider is at your door". Give the rider the 4-digit delivery code shown on your order page — it proves the order reached you. Some restaurants price delivery by distance from your location, so share your location when ordering.

🎁How do I invite a friend and earn a discount?

After ordering you’ll see "Share & earn" with your personal invite link. Your friend gets a discount on their first order from the restaurant (applied automatically), and you get a reward code when their order completes. Your codes (referral rewards and late credits) show on your order page under "Your codes".

👑What is a restaurant membership (like "Your daily coffee")?

Some restaurants offer a monthly membership: a free coffee every day, a discount on every order, or free delivery. Subscribe from the "Membership" button in the menu with your phone number and pay the restaurant upfront. Perks apply automatically while you’re signed in, and it never auto-renews — we remind you 3 days before it ends.

🏆What is the "Stars League" and how do I rate my order?

The Stars League is a daily-updated ranking of the top-rated restaurants and dishes in each city, from the last 30 days of ratings. Find it on the "Stars League" page and the 🏆 shelf in the directory and app. Once your order is completed, your order page asks "How was your order?": pick stars, quick tags (tasty, fast… or arrived cold, late…) and rate each dish if you like. You have 14 days, one rating per order. Your rating counts in the league when it’s "verified": the order came from the menu itself (not the POS) and you were signed in with your number or paid online. One vote per number per restaurant each season. The ranking uses a smart average: a new place with 5 perfect ratings can’t beat a restaurant with 200 excellent ones. Minimum 5 verified ratings per restaurant and 3 per dish. Restaurants can’t delete or hide verified ratings — only reply. If you give 2 stars or less you can choose "I’d like them to make it right" and it becomes a private complaint the restaurant follows up. Only your first name is shown, never your number.

💬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.

⚡How do "Deals now" and automatic discounts work?

Some restaurants run smart deals with no code: at set times (e.g. 3–6pm), for your first order with them, or flash deals with limited quantity. Look for the badge on the restaurant card and the "⚡ Deals now" shelf. The discount is applied automatically in the cart when your order fits the deal (time, order type, minimum). If you’re a little short of the minimum we tell you how much to add. "First order" deals are for verified members who never ordered from that restaurant. Deals don’t stack with coupon codes. A limited deal can run out while you order — you’ll see a message and can reorder without it.

🚗How do I pick up my order from my car?

In the cart choose "Pickup" then "Pick up from my car", and pick your car (make, colour and plate). Save it to your account and it’s one tap next time (up to 3 cars). When you arrive tap "I’m here" and choose where you parked (by the door, beside the shop…); staff see your car’s colour and plate and bring the order out. You can turn on "Tell the restaurant when I arrive": your location is checked on your phone only, and within 150 m we notify the restaurant — we don’t store your location.

🛂What is the "Food Passport" and how does it help with allergies?

You set your Food Passport once: what you eat (halal, vegetarian, vegan, gluten-free, no spicy food) and what you avoid (nuts, dairy, gluten, eggs, seafood, sesame, soy, mustard). Then every Menova menu, in any country, marks dishes for you: ✓ suits you, ⚠️ not for you (and why), or “ask the restaurant” when the restaurant hasn’t declared the dish’s ingredients. Tap “Only what suits me” to filter. If you turn on “Tell the kitchen about my allergies”, your allergies are added in red to every dish you order — the kitchen sees them in its own language — and you can remove them from any dish. In the restaurant directory a “🛂 Fits my passport” button shows places with options that suit you (like halal or nut-free). Create it from any menu (“Allergies or a special diet?”) or from My account in the app. It’s stored on your phone, and in your account if you’re signed in so it follows you across devices. Important: it’s based on what the restaurant declared. If your allergy is severe, always confirm with staff before ordering.

✈️Travel mode & clear pricing: what should I know before ordering abroad?

When you travel your phone switches its time zone automatically, so Menova knows you’re in a new country without asking for your location. It welcomes you with what matters before ordering: the currency, whether prices usually include tax, common service charges, tipping customs and the local time. It takes you to restaurants in that country’s cities, ranked as “local favorites” — the places people actually order from most. Every menu has a “Clear pricing” bar: either 💯 “the price you see is the price you pay”, or it explains added tax and service with a live example (an order of 100 = you pay this). The cart shows the estimated total before you confirm. Menova adds no fees to your bill — every number comes from the restaurant’s own settings. If you’ve moved to the new country, tap “I live here” and travel mode goes away.

🏬What is a Menova branch, and what can I do there?

A Menova branch is a place you visit in person. It houses the Seals desk, which verifies and grants seals, Menova Academy for restaurant training, and the print department for QR stands and signage. If you request the “Verified” seal as a content creator, the branch contacts you for a short verification appointment. We check your identity by sight only, and never photograph or copy IDs. Seals are valid for a year, renewed by the branch, and can be withdrawn. No restaurant can grant or sell a seal.