Nairobi – FAQs

What is Uber Eats?

Uber Eats is our smartphone app from Uber that makes getting great food from your favorite local restaurants as easy as requesting a ride.

When is Uber Eats available?

Uber Eats is available from 10:00 AM – 10:00 AM, seven days a week.

Where is Uber Eats available?

Uber Eats is currently available throughout most of the Nairobi area. Specific neighborhoods in our coverage zone include Lavington, Muthangari, Kilimani, Kileleshwa and Westlands, with plans for continued expansion. Pop open the app to see what's available in your area.

How do I start using Uber Eats?

  1. Download the app and add your delivery address.
  2. Choose from the full menu of Nairobi’s best restaurants.
  3. Place your order and follow along as your meal is prepared and delivered!

How much does Uber Eats cost?

Uber Eats offers different meals at varying prices.

The delivery fee for Uber Eats is a flat Ksh150.

Note that prices and offers on the Uber Eats website and in the Uber Eats app may differ from prices and offers in the restaurant.

How can I pay for my order?

You can pay with a compatible debit/credit card, MPESA or cash. We recommend reviewing the total amount due before you place your order, to ensure you'll have enough cash or MPESA to pay for the order if paying by those methods.

If you would like to pay with cash or MPESA, you can simply choose “cash” as your payment method and pay your delivery partner when they arrive with your order. You will receive a receipt in-app and via email.

To view or modify your payment methods:

  1. Click the ‘person’ icon on the bottom right of your mobile screen
  2. Go to the Payment tab
  3. Check your existing payments method and/or edit as needed

If you wish to change the payment method on your order:

  1. Select the items you’d like to order
  2. Go to the checkout screen
  3. Below the order details, you can swap between your available payment methods to choose the one you’d like to pay with

When the delivery partner arrives with your food, give him/her your phone number so that they can send you a push request to allow you to pay by MPESA. Enter your PIN to complete the MPESA payment.

Always ask for a push request to your phone to make your MPESA payment (or pay to the right Bill Pay number). The MPESA payment should NOT be made to your delivery partner's phone directly.

What if the delivery partner doesn’t have change?

We appreciate it if you could have the exact amount available for your cash payment. In the event that you require change from your delivery partner, he/she will try and accommodate but should they not have the correct change, please contact in-app help support who will be able to assist.

What is the delivery fee on Uber Eats?

The delivery fee on Uber Eats is a charge you pay to Uber on every delivery that helps to cover operational costs.

How do you select restaurants?

We’ve partnered with top restaurants in Nairobi to bring their menus to Uber Eats.

What if I have food allergies or want to change the order?

For most meals that you order through Uber Eats, you’ll be able to add special instructions to let restaurants know about any modifications you may need.

What if I have a problem with my order?

We’re here to help. Once you’ve placed an order, just contact our support team from within the app and we’ll take care of your issue.

Will my delivery partner bring the meal to my door or inside my office?

Your delivery partner will bring your order right to your door. If it's easiest for you to walk outside—that's fine too. You can always meet the delivery partner at the curb.

Do I need to tip my delivery partner?

Tips aren't included and they aren't expected or required. You can rate your experience each time you order - just like you rate an Uber ride.

How do promo codes and credits work?

PROMO CODES

Uber offers special promotions to provide discounts on food to Eaters. If you have added multiple promo codes to your account, you'll be unable to select your preferred promo code from your account. Instead, your most recently added promo code will be applied to your current or next order. For example, if you added a valid code on Tuesday and another code on Wednesday, your next order will use the code you added on Wednesday. A promo code's value will only apply to one order. Any remaining amount disappears.

ADD A PROMO CODE TO YOUR ORDER

To apply a specific promo code to an order, enter the code at the bottom of the checkout screen. This promo code cannot have already been added to your account. Note that promos added after your order cannot be retroactively applied.

ADD A PROMO CODE TO YOUR ACCOUNT

  1. Tap the profile icon at the bottom of the main screen.
  2. Tap "Promotions"
  3. Tap "Enter Promo Code"
  4. Enter the code and tap "Apply"

VIEW ACTIVE, REDEEMED, AND EXPIRED PROMO CODES ON YOUR ACCOUNT

  1. Tap the profile icon at the bottom of the main screen.
  2. Tap "Promotions"

CREDITS

Uber credits can be applied to any order. To use them, all you need to do is tap "CREDITS" next to your account's payment method at check out. This will bring up your payments profile, where you can use the toggle to apply Uber credits to future orders. To check your credits balance, tap the profile icon at the bottom of the main screen and tap "Payment" to see your credit balance.

You can also share your personal invite code with friends to earn credits. Select profile icon at the bottom of the main screen. Then tap "Free Food" from the menu to view your invite code. When a friend orders their first meal with Uber Eats, your account will receive Uber credits. The amount of Uber credits for a referral will vary by city.

Where do I find my personal Uber Eats promo code?

You can find your Uber Eats promo code by opening the Uber Eats app, tapping on the profile icon at the bottom right, and then tapping on "free food."

How do I share my code and get the discount?

You can use the share buttons on the "free food" page, or copy/paste the text onto emails, social media or anywhere else. When a friend makes an order using your code you will receive the discount.

Can I apply the discount to rides in the Uber app?

Sorry, Uber Eats discounts are for Uber Eats orders only.

Does the discount apply in other cities?

The discount is valid in Uber Eats cities that have the same currency. If you travel to a country with a different currency, the discount will not apply.

What do I do if I was double charged?

If you believe you have been charged for a cancelled order or have been charged twice for the same order, it is most likely an authorization hold.

For security reasons, we may occasionally verify that your payment method is valid. When you request an order, Uber places a temporary authorization hold on your card and removes it within hours of delivery. This is not a charge and will disappear from your bank statement within a few days.

This process allows us to prevent fraud and ensure that you don't need to add a payment method after each order or trip.

I’m a restaurant and am interested in partnering with Uber Eats. How do I get more information?

Thanks for your interest! We’re always looking to deliver great new dishes. Please start by filling out this form.


Have another question we didn’t answer here? Visit our Help page or tap "Help" in the Uber Eats app.