Frequently Asked Questions

 

BiteRider.my


What is BiteRider.my?

BiteRider.my is an order food online platform and also providing a doorstep delivery service founded in Sungai Petani Kedah Malaysia. The e-commerce idea has become a trend nowadays, so we decided to bring this concept to this town and sharing it with every Anak Kedah! We wanted to expand our service in Kedah.


What will BiteRider.my brings to us?

BiteRider.my will brings more convenience to the local resident, also bringing more opportunities to which collaborated local restaurants and also job opportunities to this city. Time is gold was often mentioned by this era, so it very disgusting to stuck in the traffic for few hours, keep turning around just looking for a parking space that always in shortage, and those endless work have to rush before due date leads you no time out for your lunch even dinner, this is why BiteRider.my were founded, and we're here to bring you more convenience and more time.


How do I contact or provided feedback to BiteRider.my?

You may contact us via BiteRider.my Customer Service Hotline 6017-5212 338/6017-5212 661/6017-4811 215, Email inquire@biterider.my or support@biterider.my, send message to us via our Contact Us form, BiteRider.my live chat or inbox of BiteRider.my Facebook Page.


 

 

BiteRider.my Features


Is this a new version of BiteRider.my Website and Apps?

Indeed. It’s an upgraded version of the BiteRider.my. It is a bold revision compared with the previous version. There some astonishing tweaks and new features provided to ease your ordering experience.


What happened to the previous website and apps? Is this new BiteRider.my website and apps better?

Our team had turned the website and apps to a whole new user interface, better layout, and also more features lead to brings a whole new experience in ordering food online. And we promise that the BiteRider.my new website and apps are better and more features in them.


Is there a BiteRider.my app?

There is! It’s available free on the App Store and Google Play Store.


 

 

How It Works

How to order?

Step 1: Find a restaurant near to you using auto-located features at maps.

Step 2: Select your favorite restaurant which fulfills your binge and taste buds.

Step 3: Checkout and make payment using an instant and secure online process or cash on delivery.

Step 4: Meal delivered on promised time and you may be enjoying your chosen delicacy.


Can I place orders in advance?

Absolutely yes! You can schedule orders in advance and choose available delivery time slots from midday onwards.


Can I cancel my order?

Order can be canceled within 5 minutes after order placed. You may contact our Customer Service for assistance. In the event that if your order has been confirmed and processing, no cancellations are allowed.


What are your operating hours?

Our delivery service is available from 9.00 a.m. to 10 p.m. (Peninsular Malaysia), from 8.00 a.m. to 10.00 p.m. (East Malaysia) daily. Pre-order or advanced order was available 24 hours/7 days except for public holidays.


How do I know if my order gets through?

You will receive an app notification of order in apps and also a confirmation email of an order from us, you also be able to track your order via the notification in your apps, you also will receive a live track link via phone message, it's convenient you to track your order.


How do I review my order or the total amount of bills?

You may review or check your order summary in your apps account, including items and prices.


How is the food delivered to me?

Once you’ve placed your order, the order will be sent directly to the restaurant/store for them to accept, prepare and package. Once it’s ready, a BiteRider rider will pick up your order and bring it to your delivery address.


What is the minimum order?

There is no minimum order is required.


Where are the meals/goods prepared?

All food preparations take place at the restaurant/store that you have selected. BiteRidr.my will then deliver your selected meals/goods from the restaurant/store to you.


Can I combine or mix orders from the different restaurants?

Orders can not be combined or mix the orders with 2 or above different restaurants/stores. The minimum order for each restaurant/store was Rm10.


Do I have to tip?

Whether you tip or not is completely up to you. You can tip in cash when the rider delivers your food or by using our tip features on apps. Riders receive 100% of all tips.


What is Order Verification by OTP?

Order Verification by OTP ( Order To Proceed ) is an additional step for your account and orders secure. It to ensure orders is place by yourself and also to verify whether your contact number is active or not. There is an added feature which allows us to filter prank order, block mistrust transaction and we take steps into making sure that our delivery crew able to contact you when your orders reach to you at your destination.


 

 

Account Setting


How if I forgot my login password?

On the login page, click on "Forgot Password?” and then type your registered email to request a new password. You will receive an email with a unique link that you can use to create a new password. Be careful not to share it with others - we will never ask you for your password.


Why I can't sign up using my email or phone number?

When creating a new account at BiteRider.my, you must include a valid email address that able to do verification, and also a valid mobile phone number. When inputting your phone number please do not include any special characters - please enter just digits (include country code). If you failed to sign up using your email or phone number, is it likely that you are already registered to BiteRider.my. Try to login in using that email and request a password reset if you have forgotten it.


How do I change or update my account information?

You can change or update your phone number or other information associated with your account on our website and apps via login to your profile. Click on the icon of "Edit Details” and you can make changes to your information.


How do I change my phone number?

Login to your BiteRider.my account profile, click on the icon of edit details on the page and you can then edit your phone number details in your profile via website and apps.


Do I need an account to place an order?

Yes, you have to sign up to BiteRider.my before placing an order. This brings you multiple benefits such as you can save multi of delivery addresses so no need to enter in every next order, track the history of every order and their details, you can reorder directly on your favorite order, you can leave a review about your experience to every restaurant, cashback via every order and etc.


Why I did not receive the OTP verification code via SMS?

For security purposes, we need you to verify your registered phone number via SMS. This helps us update your account info and verify your identity. If you did not receive the OTP verification code via SMS, please reach out to us via call support 6017-5212 338/6017-5212 661/6017-4811 215 either email at support@biterider.my.


How if I did not receive the OTP verification code after 24hours?

If you did not receive an SMS regarding the OTP verification code after 24hours, please reach out to us via call support 6017-5212 338/6017-5212 661/6017-4811 215 either email at support@biterider.my and the registration of your account will drop to manual review. If all details required been fully submitted, your account will be verified by our team manually within 48hours. You can still place your order after 48hours.


How do I delete my account?

In the event that you would like to delete your account, please write us an email at support@biterider.my.


 

 

Pricing


How does BiteRider.my charges for delivery fees?

We'll charge a minimum of Rm3.99 - Rm8.99 delivery fee (according to different distance or region).


BiteRider.my subject to 10% Admin Fee?

Our admin fee has been waived. We are now no subject to an admin fee.


6% Sales and Service Tax added into the retail price or selling price?

Please be informed that Grasp My Bite Sdn. Bhd. (1239651-V) will not subject to 6% Sales and Service Tax, the subjection of 6% Sales and Service Tax will not be added into the retail price or selling price on this website. The subjection of 6% Sales and Service Tax has shown at bill belonged to the registered restaurants/stores or merchants on our platform. 6% Sales and Service Tax which will be charged upon payment, except for non-taxable items.


BiteRider.my subject to 6% Service Tax?

Please be informed that Grasp My Bite Sdn. Bhd. (1239651-V) will not subject to 6% Sales and Service Tax.


 

 

Delivery


How long will the delivery take?

Delivery of your meals will take approximately 45 minutes including meal preparation time (15-30 minutes for restaurant preparation, 15-30 minutes for us to do delivery) unless there were unexpected circumstances such as bad weather, time delayed due to peak hour, and else.


Do BiteRider.my deliver during rain?

Rain or shine will not obstruct our delivery. Unless there comes to extremely heavy rain pours, which affected the safety of the delivery crew, the delivery time might be extended slightly. We hope for your kind understanding on this matter.


How to check BiteRider.my coverages?

You can find or check your coverage with download our apps, and we glad to get your call, you also can dial a call to our Customer Service 6017-5212 338/6017-5212 661/6017-4811 215 for more details.


Which cities were under BiteRider.my coverage?

We currently deliver across:

Sungai Petani, Sungai Lalang, Bedong, Semeling, in Kedah Malaysia.

Penang Island, Butterworth, Bukit Mertajam, Simpang Ampat, Nibong Tebal in Pulau Pinang, Malaysia.

Ipoh, Perak, Malaysia.

Kuching, Sarawak, Malaysia.

We always looking for opportunities leads to expand our service.


 

 

Halal Status


How you deliver halal and non-halal food?

Helping to ensure peace of mind for its Muslim customers and halal vendors which been recognized by JAKIM, BiteRider.my has launched a new face to its food delivery service: Halal delivery bags meant to transport only halal foods from halal vendors recognized by JAKIM.


How to ensure the delivery is halal?

As mentioned above, BiteRider.my Halal delivery bags will carry only halal foods, and the foods must be prepared under the halal vendors which been recognized by JAKIM.


 

 

Inquiries About My Order


What if something is wrong with my order?

We have a dedicated team that looks after your entire BiteRider.my experience, from the moment you place an order right through to it arriving with you.

However, we do understand that sometimes things might go wrong. If this is the case, you can reach out to us via live chat or call support 6017-5212 338/6017-5212 661/6017-4811 215 to speak to our customer service team either email at support@biterider.my and report any issues.


What if I want to add something to my order?

You can reach out to us via live chat or call support 6017-5212 338/6017-5212 661/6017-4811 215 and we’ll do our best to make sure you get all the items you want to be added to your order.


What if my order is late?

Sometimes things outside of a rider’s control can cause a delay. Where we can, we will always try and proactively call you if we become aware that your order might not arrive within the estimated time of delivery, and our team will work to get your order to you as quickly as possible.


What if I’m not around when my rider arrives?

If you think you won’t be at the delivery address in time to receive your order, please let us know by using live chat or calling our customer support at 6017-5212 338/6017-5212 661/6017-4811 215.

Our riders will always try to call you if there’s an issue once they reach your delivery address. If they’re unable to contact you, our Customer Service team will try and reach you via live chat, phone, and email. Please check your emails during the delivery time for any updates.

If we can’t contact you and are unable to deliver the order, our rider will wait for up to 15 minutes before leaving. In this event, you’ll still be charged for your order if your payment has been made online either your BiteRider.my Account will be immediately "Decline" by us. To prevent this from happening, it’s always a good idea to double-check your contact and address details.


I got a call from +60 175212 338 /+60 175212 661/+6017-4811 215 — who is this?

To check where you are if our rider can't or failed to reach you, our Customer Support might call you using the phone number 6017-5212 338/6017-5212 661/6017-4811 215. Please answer these calls if you get one.


 

 

Payment


What is your payment method?

We accept cash on delivery, credit/debit card, FPX net banking, Boost e-wallet, GrabPay, TouchNGo e-wallet, PayPal, and top-up credits to BR wallet. For cash on delivery, the payment will be collected by our rider while delivering the meal. For using BR wallet, you may top-up your wallet credits by using PayPal payment gateway (credit/debit card) or FPX net baking or Boost e-wallet, GrabPay, TouchNGo e-wallet, and then you can pay your bill from your BR wallet.


What is BR Wallet?

BiteRider.my wallet is a newly added feature that able you to pay your orders online and cashless, earn cashback and get a refund within 12 hours. To use BiteRider.my wallet, please ensure that sufficient credit in your wallet. You may reload your wallet credits via PayPal payment gateway (credit/debit card) or FPX net baking or Boost e-wallet, GrabPay, TouchNGo e-wallet.


How to pay via BR Wallet?

To pay via BR wallet, please ensure there are sufficient credits in your wallet, and it will auto appear in the payment method section able you to choose before making your order.


How to reload or top-up credit on BR Wallet?

You may reload or top-up your BR wallet credit using PayPal payment gateway (credit/debit card) or FPX net baking or Boost e-wallet, GrabPay, TouchNGo e-wallet.


Why I did not receive credits in my wallet after top-up?

If there you found any failed transaction of BR wallet credits, please forward the issue to our Customer Service by using live chat or dialing 6017-5212 338/6017-5212 661/6017-4811 215.


 

 

Invoice


How can I get an invoice?

In case you would like to request a resend of any invoices, please contact us via call support 6017-5212 338/6017-5212 661/6017-4811 215, we’ll get those over to you.


 

 

Loyalty Points


What is BiteRider.my Loyalty Points?

BiteRider.my Loyalty Points is a rewards program that allows users to accumulate loyalty points through every purchase on any restaurant/store at BiteRider.my website which under a brand https://www.biterider.my or https://order.biterider.my and apps. Loyalty points are able to exchange for credits and spend on the next order.


What are the features for BiteRider.my Loyalty Points?

You are accumulated loyalty points to be able to exchange credits and use or make payment on your next order at BiteRider.my website which under a brand https://www.biterider.my or https://order.biterider.my and apps.


What are the conversion rates of BiteRider.my Loyalty Points?

5 loyalty points return on every single Rm1.00 you spend (only inclusive of the pure cost of the food order net amount, excluding delivery charges) and 500 loyalty points are equal to Rm1.00. As so if you spend an Rm10.00 on the food order (excluding delivery charges), you will receive 50 loyalty points be equal to RM0.10 cashback, all loyalty points are able to exchange for credits use or make payment on your next order.


Why I did not receive Loyalty Points after purchasing at BiteRider.my?

Loyalty points will be delivered to your account as soon as the order was fully completed (inclusive order status is delivered and the payment status is paid). If there you found any failed delivery of loyalty points, please forward the issue via our call support 6017-5212 338/6017-5212 661/6017-4811 215, we’ll get those over to you.


Will my BiteRider.my Loyalty Points expire?

Yes. Loyalty points will be valid for 90 days after being issued.


 

 

Promo Code


Why is my promo code not working?

Every promo code will have an expiration date or limited units and may be applicable to orders in specific periods or cities. Users have been required to read and understand the specific terms & conditions that belong to every promo code. If your promo code is not accepted consider that your promo code may have already used or expired. Do not add spaces in the code. Enter the code exactly as specified. If you believe there was an error applying or using a promo code, please contact via call support at 6017-5212 338/6017-5212 661/6017-4811 215.


How can I redeem a promo code?

To claim the promo code to your order, please enter the promo code at the checkout page before proceeding with your payment.


 

 

Gift Card


What is BiteRider.my Gift Card?

They are prepaid food vouchers that you can gift to your customers, guests, employees, and loved ones.

BiteRider.my gift card is brought to you by BiteRider.my, which is a Food Delivery platform founded at Sungai Petani, Kedah. The gift card can be used for food ordering.


How to use BiteRider.my Gift Card?

You may claim it via logon to https://www.biterider.my or https://order.biterider.my or download the BiteRider.my apps from the Apple App Store or the Google Play Store and follow the steps below:

  1. The recipient receives an email with a message and gift card code to claim BiteRider.my gift card. 
  2. Login to your BiteRider.my account via website or apps to complete the gift card redemption.
  3. Add a gift card code to your account under the "Gift Card" section in the BiteRider.my website or apps and click/tap on "Redeem Now".
  4. Gift card credits will direct added to your BiteRider.my wallet and now you may book your order.

What is the validity period of BiteRider.my Gift Card?

There is no expiry date for BiteRider.my gift card. The credits will direct added to your BiteRider.my wallet.


My BiteRider.my Gift Card does not work, what should I do?

Some common reasons your gift card does not work:

  • A gift card code has been used or claimed.
  • The wrong gift card code is applied.

If you believe there was an error applying or using a gift card code, please contact via call support at 6017-5212 338/6017-5212 661.


How do I buy and pay for BiteRider.my Gift Card?

Simply key in the amount of the gift card you wish to buy, fill in all the information required, and proceed to make payment with your credit/debit card via PayPal payment gateway or FPX net banking.


What happens after checkout and payment?

Upon a successful purchase, the recipient will receive an email with the gift card code and greetings of your order. The recipient may redeem gift card credits to their BiteRider.my wallet via BiteRider.my website and apps. They can use it to book their order.

* As so please provide a valid email address of the recipient before checkout your Gift Card order. We are unable to provide refunds once the gift card is activated.


Can I get a refund if the recipient unable or failed to claim the Gift Card?

Unfortunately, we are unable to provide refunds once the gift card is activated.


 

 

Reward Plans


What is BiteRider.my Reward Plans?

BiteRider.my Reward Plans is a cashback rewards program that allows users to subscribe or activated and earn extra cashback through every purchased on any restaurant/store at BiteRider.my website which under a brand https://www.biterider.my or https://order.biterider.my and apps. Cashback will be delivered to the user's BR wallet as soon as the order was fully completed. It's able to spend on next order.


What are the features for BiteRider.my Reward Plans?

Allows users to earn extra cashback through every purchase through BiteRider.my website which under a brand https://www.biterider.my or https://order.biterider.my and apps.


How to subscribe or activated Reward Plans?

Just select your favorite Reward Plans and tap on activate button to activate the plan. Some plans are FREE and some need to purchase.


Why I did not receive Cashback after purchasing at BiteRider.my?

Cashback will be delivered to your BR wallet as soon as the order was fully completed (inclusive order status is delivered and the payment status is paid). If there you found any failed delivery of credits, please forward the issue via our call support 6017-5212 338/6017-5212 661/6017-4811 215, we’ll get those over to you.


Will my BiteRider.my Reward Plans expire?

Yes. Reward Plans will be expire based on the subscription period of your plan.


 

 

Complaints about a Rider


If you had an issue with one of our riders you would like to let us know about it. 

Please provide us with the following details in an email to support@biterider.my:

  1. a short description of the incident;
  2. location of the incident (town/city);
  3. time and date of the incident (the more specific, the better);
  4. whether this was a Motorbike/Car; and 
  5. anything else that can help us to identify the rider.

We will investigate the matter and a member of our team will reach out to you.


 

 

Food Safety


If you had fallen in sick after consuming food. What can you do?

Food safety is a top priority for us, therefore, please contact us through customer service, live chat, or by sending an email to support@biterider.my and provide us with answers to the following questions so our team can assist you immediately:

  1. Have you been sick after consuming your order?
  2. What symptoms did you have?
  3. What dish(es) did you eat/drink?
  4. When did your symptoms start appearing, and how long did they last?
  5. Did you seek medical attention? If you visited a doctor, please let us know the diagnostic results of your doctor.
  6. Did anyone else who shared your meal feel unwell afterward?

If you could also please let us know if you give consent to pass your contact details (name, phone number, and email) on to the restaurant for further investigation.


If you have been found a foreign object in your meal. What can you do?

Please contact us through customer service, live chat, or by sending an email to support@biterider.my and provide us with answers to the following questions so our team can assist you immediately: 

  1. What was the unexpected object you found?
  2. Where did you find the object?
  3. Did you eat/drink the affected item(s)?
  4. At least 2x clear photographs of the object and affected item(s)

If you could also please let us know if you give consent to pass your contact details (name, phone number, and email) on to the restaurant for further investigation.