For Customers – FreshHome

Step by Step

How to place an order

Follow these five simple steps to enjoy authentic home-cooked meals — collected from a pickup point or delivered direct by the chef.

Download & Register

Create your free account in under 60 seconds. Available on iOS and Android.

Full name, email address, and phone number
Verify your email with a one-time code
Verify your phone number via SMS
Save your location to find nearby providers and pickup points
Add a payment method (card, digital wallet, or UPI)

📱 System Requirements

iOS 14+ or Android 8.0+. FreshHome is available on the App Store and Google Play. A web browser version is also available at freshhome.app.

Browse Available Meals

Discover hundreds of home-cooked dishes from verified local providers.

Search by dish name, cuisine type, or ingredient
Filter by rating, fulfilment option (pickup / chef delivery), price, and dietary preferences
View full meal details: ingredients, allergen information, portion size
Check provider profiles: ratings, reviews, verification badges, and delivery coverage area
See estimated preparation time and whether the provider offers delivery
Browse featured and top-rated meals on the home screen

Place Your Order

Building your order is quick and transparent with no hidden costs.

Add items to your cart with quantity controls
Enter promo or discount codes
Choose your fulfilment method: Pickup Point or Chef Delivery (if offered by provider)
For pickup: select your nearest FreshHome pickup point and a collection time slot
For chef delivery: confirm your delivery address and preferred time
Review full cost breakdown: meal price + chef delivery charge (if applicable) + platform fee + taxes
Leave special instructions or notes for the provider
Confirm and pay securely

Track & Collect (or Receive)

Stay informed every step of the way with live order status updates.

Order status updates: Accepted → Preparing → Ready for Collection / Out for Delivery
Push notifications at each status change — no guessing required
In-app chat with the provider for any questions
For pickup: app shows your collection point address and opening hours; collect at your chosen time slot
For chef delivery: provider marks as "Out for Delivery" and you receive an estimated arrival window

Collect / Receive & Review

Enjoy your meal and share your experience with the community.

Confirm collection or receipt of your order in the app
Rate the meal and provider (1–5 stars)
Write a written review to help others discover great providers
Report any issues directly to our support team
Easily reorder your favourite meals from order history

Customer Features

Built for the best experience

🎯

Personalised Recommendations

The app learns your taste preferences and order history to suggest meals you'll love.

❤️

Saved Favourites

Bookmark favourite meals and providers for lightning-fast reordering any time.

🗓️

Scheduled Orders

Plan your meals in advance. Pre-order for a specific pickup slot or a chef-delivery window up to 7 days ahead.

👥

Group Ordering

Order for your whole team or family. Each person adds their items to a shared cart.

👛

FreshHome Wallet

Top up your in-app wallet for instant checkout and exclusive wallet-only discounts.

🔄

One-Tap Reorder

Loved a meal? Reorder it in a single tap from your order history.

Payments

Pay the way you prefer

We support all major payment methods with bank-grade encryption and PCI-compliant processing.

💳 Credit & debit cards (Visa, Mastercard, Amex)

📱 Digital wallets (Apple Pay, Google Pay)

🏦 UPI and bank transfer

👛 FreshHome prepaid wallet

🎟️ Promo codes and loyalty credits

🔒 Secure Payments

All transactions are encrypted using TLS 1.3 and processed through a PCI DSS Level 1 compliant payment gateway. Your card details are never stored on our servers.

Pricing Breakdown

Meal price Set by provider

Chef delivery charge Set by provider (if offered)

Pickup collection Always free

Platform fee £0 – £2 per order

Taxes As applicable

✓ Full cost breakdown shown before you confirm. No surprises.

Safety First

You can trust every meal

We go above and beyond to ensure every provider meets strict food safety and hygiene standards.

🔍

Provider Verification

Every provider undergoes identity verification, background checks, and document review before being approved.

🏠

Home Kitchen Inspection

Physical inspection of every home kitchen to ensure compliance with local health department standards.

📜

Food Safety Certification

All providers hold valid food handler certifications. Certificates are reviewed and renewed annually.

🌡️

Hygiene Standards

Providers must comply with temperature control, allergen labelling, and packaging requirements at all times.

🔐

Data Privacy

Your personal data is handled under GDPR. We never sell your data to third parties. Full control in-app.

⭐

Community Ratings

Providers with consistent poor ratings are reviewed and suspended. Your feedback matters and drives quality.

Customer Support

We've got you covered

🎧 Contact Support

💬 Live chat: Available 24/7 in the app

📞 Phone: Mon–Sun, 8am–10pm

📧 Email: support@freshhome.app

⚡ Average response time: <5 minutes (chat)

🔄 Refund & Cancellation Policy

Cancel within 5 minutes of placing your order for a full refund. If there's a quality issue with your food, contact support within 24 hours and we'll resolve it — full refund or credit guaranteed.

🌟 FreshHome Quality Guarantee

Every order is backed by our satisfaction guarantee. If your meal doesn't meet our standards, we'll make it right — no questions asked.

Frequently Asked Questions

Once your order is accepted you receive push notifications at every status change (Accepted → Preparing → Ready). For pickup orders, the app shows your collection point address and confirms when it's ready. For chef delivery, the provider updates the status to "Out for Delivery" and you'll receive an estimated arrival window.

Yes! You can schedule orders up to 7 days in advance. During checkout select "Schedule for later" and pick your preferred date and time slot — both for pickup collection and for chef delivery (if the provider supports it).

Contact our support team immediately via in-app chat. For pickup orders, if your food isn't ready at the agreed slot, we'll liaise with the provider and update you. For chef delivery, if there's a significant delay or the order is wrong, we'll investigate and provide a full refund, credit, or replacement — typically resolved within 30 minutes.

Yes. Every meal listing includes a full allergen breakdown (gluten, dairy, nuts, etc.). You can also filter search results by dietary requirements including vegan, vegetarian, halal, and gluten-free.

You can cancel an order within 5 minutes of placing it for a full refund. After that, cancellations are handled on a case-by-case basis by our support team.

Absolutely. We use PCI DSS Level 1 compliant payment processing. Your card details are tokenised and never stored on our servers. All data is encrypted with TLS 1.3.

Yes! Use the Group Order feature to invite others to add items to your cart. The person who opens the group order pays and manages the cart. Great for office lunches and family meals.

FreshHome currently operates in major UK cities including London, Manchester, Birmingham, Bristol, Leeds, and Edinburgh. Enter your postcode in the app to check availability in your area.

Every provider undergoes identity verification, a background check, a physical home kitchen inspection, and must hold valid food handler certification before they can list meals on the platform.

Enter your promo code in the "Promo Code" field on the checkout screen before confirming your order. The discount will be applied to your order total instantly.

Order fresh home-cooked meals in minutes