Does it cost any more to use the app?
No, there is no additional charge.
Am I expected to give a tip, when I use the app?
No, there is no expectation at all. It is up to customers’ discretion if they would like to give a tip, as it would be at the bar.
Which payment options are available on the app?
We accept the following payment methods: debit and credit cards; PayPal; Google Pay; Apple Pay.
Can I swap items on my meal?
Limited changes are available.
If you would like to make any further modifications or would like to advise us that you are avoiding specific allergens, please place your order at the bar.
What can I order?
The app may be used for ordering drinks, food or both in the same transaction. You can also use it to book hotel rooms.
Why are products greyed-out on the app?
If a product is greyed-out, it is currently unavailable at that pub.
How do I obtain a refund for an order placed on the app?
Please speak to a management team member who can deal with your issue. If necessary, he/she will process the refund on the till. If you believe that your refund has not been properly processed in the pub, please contact our customer services team, using this contact form.
I have been charged more than once for the same transaction. How do I get a refund?
Occasionally, orders are not successfully processed, and a repeat order is placed by the customer. If the charge is processed for the failed order, this should be refunded automatically. Refunds can take up to 10 days to appear in your bank account. The timeframe can vary, depending on the customer’s bank.
How do I obtain a receipt for an order placed on the app?
A receipt for each order will be sent to the e-mail address which you nominate. If you have paid with PayPal, you will also receive a PayPal receipt.
Is my data secure on the app? What data is captured and how is it used?
We capture and securely store the following data for each customer: first name; last name; e-mail address. This information is used to provide an electronic receipt. It is not used for marketing purposes or shared/sold to third parties.
How do I report a bug on the app?
If you would like to report an app bug, please take a screenshot and send it to us using the email address at the bottom of this page.
To allow us to investigate fully, please include the pub you are visiting, the time of your visit, the model of your phone and the operating system version it is running.
Any questions – please email customerservices@suburbaninns.co.uk