FAQs

Collecta is a simple ordering platform that lets customers order from participating pubs, bars and venues directly from their phone. Customers can browse the venue’s menu, place an order, pay online, and collect their order when it is ready, or receive table service where the venue offers it.

Customers choose a participating venue, select the items they want, place their order, and receive updates when the order is being prepared and when it is ready. The venue receives the order through its Collecta dashboard and prepares it as normal.

No. Collecta is designed for orders to be consumed on the venue’s licensed premises. Depending on the venue, orders may be available for bar collection or table service, but Collecta is not intended to operate as an alcohol takeaway service.

No. Collecta works through a website, so customers can order directly from their phone without needing to download anything.

Collecta is intended for use by customers who are at, or attending, the venue. Orders are for consumption on the venue’s premises and are subject to the venue’s own rules, policies and licence conditions.

Yes, where alcohol is listed by the venue and available to order. Alcohol service remains the responsibility of the venue and is subject to age verification, licensing rules, and the venue’s right to refuse service.

You may be asked to show valid ID when collecting your order or receiving table service. Venues have the right to refuse alcohol service if you cannot provide suitable ID or if they believe service should be refused.

Once the venue updates your order, Collecta will show the latest order status. Your order may move through stages such as pending, being made, ready, and completed.

This depends on the venue. Most collection orders will be collected from the bar or a designated collection point. The venue may provide further instructions when your order is ready.

Some venues may offer table service through Collecta. If table service is available, you may be asked to enter or select your table number before placing your order.

Once an order has been placed, it may not be possible to change it because the venue may have already started preparing it. If you need help, speak to the venue as soon as possible.

Cancellation depends on the venue’s policy and whether the order has already been accepted or prepared. If you need to cancel, speak to the venue directly as soon as possible.

If an item is unavailable, the venue may reject the order, offer an alternative, or arrange a refund where appropriate. The venue is responsible for keeping its menu and stock availability up to date.

Refund decisions are usually handled by the venue, as they are responsible for preparing and serving the order. Refunds may depend on the reason for the request, the venue’s policy, and whether the order has already been made.

Collecta may charge a service fee to help operate and maintain the platform. This fee supports the ordering system, payment flow, customer experience, and ongoing improvements to the service.

Service fees may not always be refundable. Whether a refund applies can depend on the circumstances of the order and the venue’s refund decision.

Available payment methods may vary, but Collecta is designed to support secure online card payments and other online payment options where available.

Payments are processed through secure third-party payment providers. Collecta does not store full card details directly on its own systems.

If your issue is about the items, preparation, collection, table service, age checks, or refunds, speak to the venue first. If the issue relates to the Collecta platform itself, you can contact Collecta support.

Payments are processed using secure third-party payment providers. Collecta helps facilitate the transaction between the customer and the venue but does not directly store full card details.

The final price may include additional charges such as service fees, table service fees, modifiers, extras, or other charges clearly shown before checkout.

Menu prices are controlled by the venue and may change from time to time. Collecta service fees may also vary depending on the order, venue, or platform settings.

Refund times can vary depending on the payment provider, bank, and card issuer. Once processed, refunds may take several working days to appear.

If you believe you were charged incorrectly or your order failed, contact support with your order details. In some cases, pending bank transactions may disappear automatically if the payment was not completed.

Yes. A venue may refuse or cancel an order where appropriate, including where an item is unavailable, the customer cannot provide ID, the customer appears intoxicated, or service would breach venue policy or legal obligations.

No. The venue is responsible for deciding whether alcohol can be served. This includes ID checks, refusal of service, and compliance with licensing laws.

Collecta may be used to browse venues or non-restricted items, but alcohol can only be ordered and served in line with the law and the venue’s policies. Venues may require ID before handing over any alcohol order.

For issues with the order itself, such as missing items, wrong items, preparation, collection, table service, or refunds, contact the venue first.

If the issue relates to the Collecta website, account, payment flow, or technical platform, contact Collecta support.

Please include your order number, venue name, date and time of the order, and a short explanation of the issue. This helps the venue or Collecta support resolve the issue faster.