Consumer FAQ

How do I place an order? - Download the app https://www.mid-serv.com to get started. If using web browser visit www.middlemandeliveryservice.app Sign in or create an account and set your delivery address. Choose one of your favorite restaurants or merchants you want to order from. Select the items you want and tap add to cart. To place your order tap checkout. Review your order and make any necessary changes then tap place order. Sit back and track your orders delivery progress.

Do you have a membership plan to help save on food delivery? Yes we offer a plan that gives you a more affordable food delivery experience. The MID-SERV PREMIER PLAN.

How do I add a tip?- After selecting your items, follow the prompts to check out. On your place order screen the tip options are right above your order total. Select the tip amount or tap "other" to enter a custom amount. 100% of the tips go to the driver. Tips show our drivers you appreciate their hard work and motivates them to perform timely pickups and deliveries.

Can I track my order? Yes. You can track your order from the app or directly from your iphone lock screen. Not available for android phones.

What if I need to cancel my order? We know mistakes can happen. Please do so as soon as possible. If the order is placed (in progress) or the delivery driver has been dispatched, there will be no refunds for the order or the fees to provide the service. We will do our best to work with you on a case by case basis. If you need to cancel an order contact us here.

Can I purchase a gift card? Yes

Do you have a loyalty or referral rewards program to earn points for order discounts? Yes. It's our "BiteBack" rewards program. You are gifted 500 points just for downloading our app and creating your account. Click here to learn more.

Can my account be deactivated? Yes. For fraud (claiming you did not receive the order after you received it and any other false accusations regarding the order) and a reported safety incident during or after delivery, inappropriate abusive or offensive language toward the driver or merchant. Any and all refund request will be thoroughly investigated by a 3rd party processing company. Our driver must take pictures of each order on pickup and on delivery. they must take a picture of the order even when the customer message says "meet at door" etc.

Is the app easy to use? Yes! Very user friendly and an inviting interface. We also have easy and secure login via verification code.

Can I message the driver? Yes. We have an in app chat section where you and the driver can communicate about your delivery. All in app chats are recorded for safety reasons. Please follow any message instructions you leave in the chat for the drivers. We hold both the customer and the driver accountable for messages in chat. Also delete all old messages so the driver will not attempt to follow them on your next order.

Can I contact the merchant to give them any necessary specifics about my order? Yes. You have a message section at checkout to give specific instructions to the merchant. You will always contact the merchant regarding your order during or after delivery, not MID-SERV.

Will the merchant contact me if they have any questions regarding my order? Yes they will contact you through the app so please have your mobile device and app close by. If they cannot contact you they may go by previous orders or make their best assumption.

What if I forget my password? The fastest way is to reset your password through the app login.

What if I forgot my email address? Contact us here and put forgot email in subject line.

How can I reorder items that I've ordered before? - Go to your history in your account.

When and where is MID-SERV available? - To see if we are available in your city, visit www.middlemandeliveryservice.app or check the app. You can see which merchants are currently open.

Can I rate the drivers? Yes. If you have an issue with a driver you can contact support.

Can the drivers and merchants rate me as a customer? Yes. They will contact us.

Can I report drivers for abusive language and harassment? Yes. Contact support here. Only communicate with drivers in our in app chat section. All in app chats are recorded for safety reasons. Drivers can report customers as well.

How can I prepare for my delivery? Keep your phone near so you can follow your order via the GPS in the app. You will receive a notification when it is delivered. If it is a night delivery please turn on your front porch light for the safety of the driver and to allow him to more easily locate your address. If you want the driver to meet you at the door make note of that in your order and please meet your driver upon arrival. In order to get your order to you the quickest way possible, let the driver know exactly where your apartment is if you live in an apartment complex. For ex., when facing the building my apartment is on the left side. The driver will text you in the in app chat to let you know he is on the way.

Can I order from multiple merchants, in the same order? You cannot order from multiple merchants in the same order. You must place separate orders.

Can I filter merchants to search for specific items? Yes. You can sort and filter by minimum order amount, rating. or cuisine. Just click the filter icon on the upper right side of the app. A sort and filter page will pop up. Make your choices and click the apply button at the bottom of the page.

How do I set my delivery location? After signing up on the app for the first time, you are directed to enter your delivery address location first.

Can I change my delivery address for a specific order if i am ordering from a different address? Yes you can add the new delivery address on the check out page. Make sure you enter the correct delivery address as the drivers job is to deliver to the address that is on the order.

How do I locate the merchants I want to order from? On our home screen feed we list a diverse selection of merchants you can order from that is near your location. But if the merchant you are looking for is not listed you can go to the search bar, put in the merchants name to locate them. You can also locate merchants in the browse categories area near the top of the app as well as use our filters.

What if I have food allergies or have specific instructions regarding my order? Go to the "enter message here" section directly under your food items to give your special instructions to the merchant. If it's allergy specific put it in ALL CAPS. You can also call the merchant after you place your order.

What fees will may appear on my order? When you place your order, the fees you may pay cover delivery, platform and administrative cost that helps us provide good service. These fees consist of the delivery fee, service fee, tax an any fees necessary to help us provide a great service to you.

How can I tell if a merchant is highly rated? When you go to their store you will see their rating next to the logo at the top of their page.

What are featured listings? Stores may pay to have their store listed and positioned near or at the top of the app for better visibility.

Can I scheduled my order to be delivered around a specific time? Yes. Check the merchant you are ordering from and see if they allow scheduling?

Can I order from retail merchants, make reservations & book appointments, as well as merchants that sell a specific service on the app? Yes. Check to see which merchants on our platform provide these services.

What if i have a problem with my order and want a refund? Contact the merchant first for all order concerns and refunds. Do not contact MID-SERV. Refunds are not guaranteed. All fraudulent accusations regarding orders will be investigated by a 3rd party processing company and can result in account deactivation.

Is my payment secure and safe? Yes, we use encryption to protect your personal information transmitted online. We cannot store any credit card information on our site. Since we use hosted payment gateways hence card data is fully secured and encrypted. We partnered with PayPal as our primary payment gateway. Your payment goes directly to PayPal.

What if I entered the wrong delivery address and I am not at that address? After you realize your mistake contact the driver and ask if they will deliver to the new address. It is the driver's sole discretion on whether they will deliver to the new address or not. They are only required to deliver to the address in the order. If they decide not to deliver to the new address the order will be left at the address in the order. Also make sure you enter the correct apt or house number for the delivery. Our drivers are not responsible for locating you if the address is wrong. They will try to contact you once. If no answer they will leave the order in the area of the address in the order.

How do i contact MID-SERV if I have any questions? Click here and add "customer question" in the subject line.