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Frequently Asked Questions
1. How does Fromhom work?
After you download our app, you’ll see listed meals on the main screen. You can see if the meal is a “delivery”, “Pickup”, or “Pre-Order” meal. Pickup orders are supposed to be picked up by you at the selected time and date while placing an order. A delivery order is delivered in the time slot selected by you while placing an order. Pre-order meals are pending requests by you to the chef. Once your request is approved, your order is converted to a pickup order.
2. How can I join Fromhom as a chef?
To join Fromhom as a chef, you need to signup on our website by clicking on the “Become a partnet” button. You will download the chef app, and signup, then a we will receive your request. An e-mail will be sent to you with a Food Safety course that you should read and understand well, because you need to apply for a short online exam so you can be eligible to join us and be a certified chef. After you pass the exam, we will send you an excel sheet to fill out your menu (Food items, working hours, prices, etc.)
3. Do you deliver meals?
YES but limited. For the time being we only deliver within Beirut area.
4. What is the “pre-order” meal?
Generally when you buy a meal on the app, it is confirmed instantly by the chef as they are active meals. When you put a pre-order, it is always for pickup and it is not a confirmed order. Your pre-order will be first confirmed by your chef and then it can be picked-up on decided time.
The second major difference is that you can choose what day, time and how many portions you want to request from the chef in pre-order.
5. How do I pay for my order?
For Pickup Orders: You need to pay directly to the chef in cash when you pick up the food.
For Delivery Meals: You need to pay in Cash to the driver.
6. Most of the meals are those, which aren’t available in any restaurants.
Our cooks offer their authentic food, usually from the country & culture where they grew up, and bring it to you through traditional recipes. If the chef is vegan, the offered food will be his/her best vegan creations. In the App, you can see detailed ingredients and allergens for every meal.
7. How early do I have to place my order?
All of our dishes can be ordered in advance. Only some of them – depending on the chef – can also be ordered on-demand. In both cases, you can find the dishes listed on the app and the last order time for each of them. The last order time varies from chef to chef and you can find it in the meal details.
8. What happens after I have placed the order?
Once you place the order, the chef is notified. After a few seconds, you will get an order confirmation email and notification. Once the order is placed, you have to pick it up at a dedicated time incase it has the pickup option or it will be delivered to you at the time you selected when placing the order.
9. When can I pick up the food?
When ordering, you’ll be asked to insert the pick-up time. This information will be sent to the chef, who will have your food ready at this exact time. On the app, you have the option to contact the chef.
10. Will my food be fresh and ready to eat?
Yes, of course. No matter if pre-ordered or on-demand, our chefs cook every dish fresh for you to be ready at your pick-up time. If it is a delivery order, the food will be cooked on the day and will be provided with delivery instructions.
11. What if there is an issue with your order?
Please feel free to reach out to us at [email protected] . We are happy to help you! If there is something when you have to contact the chef, you can Whatsapp them directly.
12. What is the order cancellation policy?
You cannot cancel the order in the current version of the app. You can communicate with the chef directly via Whatsapp in this case. If you wish to cancel the order, please write to us at [email protected] and we will cancel the order manually.
13. Can I contact the chef directly?
Yes, communication between you and the chef is possible via WhatsApp and you can find the number on the meal card after you have placed an order.
14. Can I leave a rating or review for my chef?
Yes! As soon as you pick up the food, you will be shown an option to rate the meal and chef in the app.
15. What is your cook vetting process?
At Fromhom, we are committed to doing things responsibly, and most importantly, safely. Since our very first beginnings, All the chefs are being trained with a food safety course created by the World Health Organization to ensure all safety standards are met. That means our cooks must first fill out our registration form, do an assessment exam with us.. Every cook gets an extensive document with all of the hygiene guidelines, and other requirements that need to be met. Worth to mention that by default our home kitchen is for sure more clean than the restaurant’s kitchen, since it will be in our living area.
16. How do you ensure the quality of the food?
Fromhom is a marketplace to match you with the chef. We follow all the hygiene guidelines and we are proud that our chefs have cleaner kitchens than restaurants. Our chefs can be inspected by the quality control manager and we fulfill the same requirements as restaurants do. We are not responsible for end food quality because we do not cook the food ourselves. If you are dissatisfied with your order, you can contact our customer service on [email protected] directly.
17. Who are Fromhom chefs?
They are trained individuals who are already sharing their culinary passion and talent with friends and family or customers and love cooking. Most of our home chefs are:
· Professional chefs who lost their jobs during corona and they had no investment opportunity to run their own restaurant. We provide them this opportunity to cook and sell the food from their own kitchen.
· Foodpreneurs, who already run their own catering operations or share their food at local markets/personal channels and would like to grow their business;
· Food industry professionals who want to avoid the intense demands of the restaurant industry, but still want to cook for a living and express their creativity.