Frequently Asked Questions (FAQ)

How can I delete my Yemeksepeti account? 

You can terminate your Yemeksepeti membership at any time. You can delete your membership from the system by clicking the "Delete My Account" button in the "My Account" tab.

How can I change my Yemeksepeti password? 

On Yemeksepeti.com website, click on your Profile Card at the top left of the homepage and then click on “Profile”. You can change your password using the relevant field there. You can change your password using the relevant field there. Keep in mind not to use your password on other platforms and change it periodically.

What can I do to get more information? 

For your further inquiries: info@yemeksepeti.com

User Guide 

How to become a member of Yemeksepeti? 

On the Yemeksepeti.com website, click the "Log In" button in the upper right corner, likewise for the application, when you press the "Register or login" button under the drop-down menu in the upper left corner, you will see the "Register" option. You can become a member by filling out the form on the next page after entering your email address. Please keep in mind that to become a member, you need to enter a local phone number. Unfortunately, it is not possible to create a membership with foreign phone numbers. Some of the orders placed through Yemeksepeti may not be within the scope of the Distance Contracts Regulation. 

How can I select meals on Yemeksepeti? 

In order to choose a meal at Yemeksepeti, you need to choose a restaurant by clicking the Restaurant button on the Yemeksepeti website and the Food button on the mobile applications. You can see the food and other products by entering the menu of the restaurant you want to order and add the selected product to your basket by clicking on it. If you want to add a note about the product, you can write the note you want to add in the Product Note section before adding the product to the basket.

How to place an order in Yemeksepeti? 

First, add at least one product to your basket, and the total price of the products in your basket must be the same or more than the Minimum Package Amount set by the restaurant for delivery to your district. If you meet these two conditions, click on Go to Basket for the mobile application and for the website click on the Confirm Basket button. You will be transferred to the page where you will select the payment method. After checking the address and payment method, you can place your order by clicking the "Complete Order" button.

How to pay for the order placed in Yemeksepeti? 

Payment for your order can be made online at the time of order via Online Credit Card or by methods such as Cash, Credit Card, Meal Card at the door when receiving the order. However, in order to make your payment as you wish, you must select it from the Payment Method Selection panel before completing your order by clicking the "Order" button. If you have chosen to pay via Online Credit Card, you do not have a registered credit card or you want to pay online with another credit card, you can make the payment by entering your Credit Card Number and CVV information. After placing your order, you can see your Order Summary, including your payment information, on the screen that will appear following your "Order Delivered" message on the screen. If you think there is a mistake, you can contact our customer representative via Help Center.

Protection of Personal Data, User Agreement – Privacy Policy and Similar 

You can access the texts on the relevant topics from the headings on the bottom tab of our site.

General Information 

Who is Yemeksepeti? 

Yemeksepeti is a platform aiming to bring the Restaurant, Market and Mahalle merchants together for the users that are willing to order on the same platform. Users can place orders for all their needs by accessing the E-menus of Yemeksepeti member restaurants, Mahalle merchants and Yemeksepeti Market via the Yemeksepeti.com website and mobile application. 

How can I sign up? Do I need to pay a registration fee? 

You can fill out the membership form by clicking the “Sign Up!” button. Registration is completely free and very easy. 

So I choose what I want to eat, place my order online and a while later my order is at the doorstep. How does that happen? 

Yeah, sure! Until now, we have delivered many orders! We are sure that after you read these sentences, your order will be added to the many orders because we trust our system, ourselves and you so much. 

But I do not want to give out my credit card details? 

We are not interested in your credit card number. For sure you may pay your order by cash, credit card, vouchers or food checks according to your preferences, just like you do for the by-phone-deliveries. For us, shopping on the internet does not mean the credit card, you can order comfortably. Unless you want to pay by credit card to the member merchants that accept online credit cards as a payment option for your convenience, Yemeksepeti will never ask you for your credit card number.  For payments made with food checks, invoices/receipts cannot be issued by the member merchants. 

Do I have to wait for you to send me the password while I am registering for the first time? 

Of course not. Yemeksepeti’s purpose is to ease the system and to increase efficiency. Besides, we do not send you any password, you choose your own. Plus, we do not know anyone’s password. Thus, anything that leads to latency is contrary to Yemeksepeti’s essential principles.

I forgot my password. What should I do? 

By clicking the “Forgot your password?” button on the user login page you can generate a new password. An email will be sent to your registered email address.

Between what hours is Yemeksepeti open? 

Yemeksepeti starts with the principle: "Everyone has the right of getting hungry at any time" and gives service to all users within the restaurant's open hours. You can see which restaurant is open on which day and on what period on the restaurant’s page.

Why should I use the internet to order food instead of using the telephone? 

There are lots of advantages of online food delivery that cannot be compared to by-phone-delivery. The very simple example is that you won’t hear any busy-signal and you won’t be held on the line. The member merchants would be properly informed about the very little details about your order- such as diet coke instead of coke, pot yogurt instead of haydari. Since we minimize the human factor, the credibility of our system reaches its peak. This means, "Lahmacun-lahana" period has ended. Moreover, since we keep your address on our database, we ask you for it only once a lifetime (in case you don’t use multiple addresses). For instance, you will join a meeting but you want your pizza delivered right after the meeting, and then select the future time for your order so that your pizza would be ready for you on time. Additionally, five clicks are enough for ordering Yemeksepeti.

What should I do if I think that my intellectual and industrial property rights regarding the products have been violated?

If you think that your intellectual and/or industrial property rights have been violated with respect to the product on the Yemek Sepeti platform, you can submit your complaint via notary or to our Company's Registered Email Address (KEP) with the extension yemeksepeti@hs01.kep.tr or via the Internal Communication System if you are a Member Merchant listed in Yemek Sepeti.

What should I do if I believe the product I bought is non-compliant with the technical regulations of the product safety legislation?

Under the Regulation on Market Surveillance and Inspection of Products Offered to the Market through Remote Communication Tools, which entered into force on April 1, 2025, if you believe that a product (excluding prepared food) offered for sale on Yemek Sepeti platform is non-compliant with the technical regulations under product safety legislation and is unsafe, you can report it to the designated contact point via the email address urunguvenligi@yemeksepeti.com. Please note that only your requests related to product safety legislation will be processed through the email address urunguvenligi@yemeksepeti.com, which has been designated as the product safety contact point.

Ordering Process 

How can I order? 

After choosing your delivery district, you may find the member merchants that are suited to your taste and add the desired food into the basket. After selecting your delivery address and payment method you can complete your order. That’s it, easy peasy! 

How can I understand that my order has been received? 

When you submit your order, our server will inform you that your order has been received. We will send a confirmation e-mail after that (This e-mail is sent to you for informational purposes anyway). If Aci Kebap runs out of tomato dip, we immediately indicate it by the sign “Stock Out '' at the place of the dip in the menu; however if a problem occurs we may try to reach you via phone.

When and how do the member merchants receive my order? 

After creating an order, member merchants receive it with all the details (the tomato in your sandwich to the sauce on your cheesecake) quickly! For us, your order and its details are very important. Because we know that the faster you receive the order the happier you will be.

Will you share my information with the member merchants? 

We share your phone number and delivery address with the member merchants for delivering your order without a problem.

Where can I find my Preliminary Information Form and Distance Sales Contract? 

You can easily access your preliminary information form and distance sales contract within the scope of the products/services subject to, from your cart section just before completing your order or via the information e-mail sent to you after your order. If you have any questions or requests regarding these texts, you can contact info@yemeksepeti.com 

Can I pay online and create an order for other addresses? 

You can place an order for different addresses from the member merchants that accept Online Credit Card payment methods.

What if there is a problem with my order or it doesn’t get delivered? 

If your order does not reach you or if you have any requests regarding your order, you can seek assistance by following these steps:

• You can view your active orders in the“Orders & reordering” 
• Select your active order and specify the subject you want to communicate about. This way, you can speak with a customer representative who will assist you. Your customer representative will do their best to address your requests and resolve any issues related to your order.

By contacting your customer representative, you can obtain information about the status of your order, track it, and request assistance on any matter. We recommend always using the Help Center to resolve your issues quickly. 

If I have a problem with the service I received, what legal remedies do I have?

If you need help with the service you received via the Yemeksepeti web or Yemeksepeti mobile application, you can connect to the Help Center and demand help. You may also contact us at info@yemeksepeti.com.

I want to remove an item from my basket. 

Touch the number box to the left of the product you want to delete and click the "-" sign. The product will be deleted from your basket. 

How can I view the details of my order? 

If you want to see the details of your order, click "See Details" after you add things to your basket. In order to complete your order you just need to click the "Fast Buy" icon.

How can I cancel my order? 

To cancel your order, you can contact us via the Help Center.

How can I view the minimum delivery amount for a delivery region, without going to the restaurant page? 

After you search for the district, you will see the minimum delivery amount of the member merchants. 

I would like to place an order in a different city. Can I use my regular account to add a delivery address for a different city? 

Sure! You can enter the address details from the "Add New Address" field at the bottom or create a new address by pinning it from the map.

How can I easily repeat my previous order? 

You can reach your previous orders by clicking the pop-up window on the home page. On the page that opens, you can quickly repeat your order by pressing the "Repeat Order" button under the order you want to repeat.

What is “Pick Up”? 

Pick Up is a new feature of Yemeksepeti. If you like to place an order from a restaurant in Yemeksepeti and pick your order from the restaurant you can use “Pick Up” option. Choose your address as "Pick Up" from the relevant field on the "Order Confirmation" page, and place your order. There is no instant control in Pick Up system. The restaurant is responsible for the product stock information. Any request or complaint arise from the Pick Up orders, complaints should be submitted to the restaurant. Yemeksepeti is only an intermediary service provider within the scope of this service. Yemeksepeti reserves the right to remove, change or stop the Pick Up option at any time without prior notice.

Favorites 

What are "My Favorites?" How do I use it? 

You can access your favorite restaurants and stores by clicking the favorite icon in the upper right corner of your page. By clicking the "Add to Favorites" button you can save a restaurant as your ”Favorites”. In the Favorite restaurants section, you can save the restaurants you order frequently, and remove the desired restaurant from your favorites list by using the "Remove from Favorites" button.

Yemeksepeti Delivery

What is Yemeksepeti Delivery? 

With Yemeksepeti Delivery, Yemeksepeti users can order from the restaurants that don’t have courier services. Yemeksepeti Delivery orders are carried by Yemeksepeti.

Do I have to do something else to be able to place an order from Yemeksepeti Delivery restaurants? 

You can place an order from Yemeksepeti Delivery restaurants as if you are placing an order from a regular Yemeksepeti restaurant. You don’t have to do anything extra. 

Can I pay with food tickets or cash? 

Yemeksepeti Delivery restaurants are accepting only online credit card payment and credit card payment methods. 

Why do I pay a Delivery Fee for Yemeksepeti Delivery orders? 

Yemeksepeti Delivery Fee is a price determined for restaurants that do not offer courier service. 

There is a difference between the price I paid and the bill I have received with my order. Why? 

The receipt/invoice delivered to your address with your order is the price paid to the Yemeksepeti Delivery restaurant. The invoice for the difference received for the transportation process is issued online by Yemeksepeti on your behalf. You can access this invoice via the order confirmation e-mail sent to your e-mail address or you can download it by opening the relevant order from my previous orders section.

Mobile

Is there a Yemeksepeti mobile application app? Where can I download it? 

There are Yemeksepeti applications for the iOS (iPhone, iPad, iPod Touch), Windows Phone, Windows 8, Windows 10 and Android operating systems. You can download them for free from your related store. 

What is Yemeksepeti mobile? 

It is a system that allows you to reach any of Yemeksepeti services.

So now I can order Yemeksepeti on the way? 

Yes, that's how easy it is. We do everything to ease your lives. You order your food while you are on your way (whether you choose immediately or at a certain/future time) and your order arrives on time. 

Can I reach Yemeksepeti mobile all GSM operators? 

Yes, you can access Yemeksepeti Mobile service by all of the GSM operators. 

Which mobile phones are compatible with Yemeksepeti mobile? 

Our service can be used through any mobile phone that has internet connection. 

I cannot connect to Yemeksepeti mobile, is there a problem? 

To reach Yemeksepeti Mobile, you have to be connected to the internet on your mobile phone. You have to contact your GSM operator to configure your connection problems.

Delivery Addresses

How can I update a registered address? 

To make an address change, click the "Change" button next to the address that you want to change and after you make the changes click "Save". Now your information is updated. 

How do I add a new address? 

You can add as many addresses as you want or change your current addresses through the "addresses" section. You can also do the same after you click the “Confirm Basket” link.

When do I need to add a new address? 

You don’t need to create a new delivery address until you want to order to that specific address. If the address you want to order does not exist in your address section, you can add it on your list with a new caption and later you can use that caption easily.

Rating / Review / Listing 

Can I comment and rate a cancelled order? 

For the purpose of proper user guidance, only the users who have purchased the relevant order may submit ratings and comments, and only for orders that have been delivered. Therefore, unfortunately, you cannot rate or comment on a cancelled order; however, you may submit your complaints and suggestions to us. Our team will address the issue immediately.

What is the rating system? How does it work?

The rating system is designed for our users to rate the orders they place and receive. On the homepage or Account/Orders, there is a rating button displaying stars for your current orders. You can rate the restaurant by selecting a score  1 (lowest) and 5 (highest). When you click on the stars, a field will appear where you can write about the restaurant. If you wish, you may add a comment regarding your order. Additionally, you can mark the products in your order that you liked or disliked. The scores given will be added to the average of the restaurant you ordered from at the end of the day and will have an impact on its overall score.

I rated a restaurant without a score, but why is the restaurant still unscored? 

In order for a restaurant’s average rating to be displayed, it must receive evaluations from at least five different users. Once the restaurant receives five reviews, the rating you submitted will be included in the average calculation. Restaurant averages are calculated based on a maximum of 150 ratings from different users submitted within the last three months.

What is the review system? What is it for? 

The review system is offered to every user who orders from Yemeksepeti and receives their order to evaluate their order and the delivery service. All comments describing the food and service are published by Yemeksepeti as long as they do not contain inappropriate expressions. The publication criteria do not differ for any user or restaurant and do not discriminate between positive and negative comments. 

Examples of expressions that are not suitable for publication include comments that:

• Contain irrelevant topics or content unrelated to the quality of the food or service,
• Insult or target users who have previously reviewed the restaurant,
• Contain insults, defamation, profanity, slang, threats, incitement, or hate speech,
• Create unfair competition or aim to damage reputation,
• Violate intellectual or industrial property rights or use brand names in a derogatory or unfair competitive manner,
• Contain criminal elements or are contrary to public morals and public order,
• Violate personal data protection or the privacy of private life,
• Include links redirecting to other websites or have advertising purposes,
• Contain health claims (any statements implying or explicitly stating that a product or service is beneficial to human health, protects against, treats, or alleviates diseases or symptoms).

If a comment you have made regarding your order is determined to be contrary to legislation or the criteria mentioned above, its publication may be rejected or removed from the Yemeksepeti platform. If you believe that your comment has been unjustly removed or rejected, you can convey your complaints and suggestions to us. Our team will address the issue immediately.

Online Credit Card 

Is my credit card number visible to others? 

The key icon you see underneath your browser indicates that no third party can see any information you send through your browser on the site during the transaction. The confirmation for your credit card information is codified by the 128 bit SSL codification technique and is received via connecting to the related bank through related bank Virtual POS systems. 

I placed my order with an online credit card and now I want to cancel my order. What do I need to do? 

As a result of your conversation with the Help Center, any product you want will be removed from your order, and the amount will be refunded to your account. Refunds for payments made by credit/debit cards will be made according to the procedures of the relevant banks.

I canceled an order with an online credit card payment option. What is the refund procedure? 

Refunds for cancellations and returns may vary depending on the payment method chosen by the Customer. Refunds for payments made by credit / debit cards will be made according to the procedures of the relevant banks.

What is an online credit card payment option? 

Online Credit Card is a payment option Yemeksepeti offers to users. You can make online payment without holding your credit card physically, so that you don’t have to pay while you receive your order.

How can I view restaurants which accept online credit cards? 

In the "Food /Restaurant search" section you can filter restaurants according to many criteria and payment option is one of them. You can list the restaurants that accept "Online Credit Card" by filtering. Also, in the main page, if you select a region, you will be directed to the list that you will find the restaurants delivering you. And if you choose "Online Credit Card" the filters on the left, you will list the restaurants that accept it as a payment option. 

How can I pay with an online credit card? 

After you choose the "Online Credit Card" option in the Order Approval screen, you must enter your credit card number, CVC2 number, the expiration date and click "Confirm Basket" link.

I placed my order with an online credit card and now I want to remove item(s) my order. What do I need to do? 

You can send your requests by contacting us through the Help Center. The reflection of the refund on your statement may vary depending on your bank.

I placed my order with an online credit card and now I want to add extra item(s) to my order. What do I need to do? 

To add a product, you must cancel your current order by contacting us via Help Center and placing a new order.

While placing an order with an online credit card, there is also a "Security (CV2) Code" area I need to complete. What is the Security (CV2) Code?

The Security Code is the last 3 digits of the numbers found behind your credit card.

Wallet

What is Wallet (Cüzdan)? 

A wallet is a payment option offered by Yemeksepeti to its users. You can upload the refund of your canceled orders paid by Online Credit Card to your Wallet account, and you can make the payment by deducting it from your Wallet balance when ordering. You don't need your card physically in any way, so you don't pay at the door. This saves you time with your orders.

How can I create a Wallet?

When you create your Yemeksepeti account, a Wallet account is automatically created.

After completing your onboarding to Yemeksepeti, simply click on the 'Wallet' heading from the drop-down menu in the upper left corner to go to your Wallet account. You can check your Wallet account from the Wallet menu and instantly receive the amounts of your canceled and refunded orders in your Wallet. You can change your refund preferences at any time in Wallet settings.

To perform the same operation on the website, you can click on your username in the upper right corner, enter the 'Wallet' heading, and follow the same steps.

I don't have a Yemeksepeti account. Can I use a Wallet? 

To create your Wallet, you must first create a Yemeksepeti account. After completing your registration to Yemeksepeti, simply click on the 'Wallet' heading from the drop-down menu in the upper left corner to go to your Wallet account.

To perform the same thing on the website, you can click on your username in the upper right corner, enter the 'Wallet' heading, and follow the same steps.

How can I see restaurants that accept payment by Wallet? 

You can filter restaurants according to many criteria from the "Filter" symbol in the upper right corner of the homepage. You can sort the restaurants that accept payment with "Wallet" with the option to sort restaurants by payment type. 

How can I pay with a Wallet? 

There is a "Wallet" option in the payment options on the order confirmation screen. If you have enough Wallet balance for your order, this payment method will be selected for you. If your wallet balance is not sufficient, you can complete your order with different payment methods.

I made my payment by ordering with Wallet and I want to remove the product from my order later. What should I do? 

You can contact us through the Help Center regarding your requests. 

I paid my order with Wallet and I want to add products to my order later. What should I do? 

To add a product, you should cancel your current order by contacting us through the Help Center and placing a new order. 

I want to get my Wallet balance back. What should I do? 

You can transfer the payment to your card by entering the "Wallet" field from the drop-down menu on the main page. 

How long will the Wallet balance be refunded? 

Your Wallet balance will be refunded to your card according to the procedures of the relevant banks. 

Can I get my Wallet balance back to my desired account? 

No, You can only get your Wallet balance back to the card that you paid the amount. 

Is there a certain time limit to use the Wallet Balance? 

When you receive a refund of an amount to your Wallet, you can use your Wallet balance any time you want.

Saving Online Credit Cards

How can I save my Online Credit Card?

When ordering, by selecting "I want to store my credit card information with MasterCard infrastructure." option, you can name and save your card from the field that appears. After you place an order, we will send your card registration request. Card information is stored only in successful payment transactions.

Is Yemeksepeti saving my card details?

No, your card is stored in Mastercard's infrastructure. 

Why should I give a name to my card?

You need to give your card a name so that you can remember your card more easily in future.

How can I see that my card is saved?

You can see your saved cards in the "Wallet" field in the drop-down menu or during the order confirmation phase. 

Can I save as many cards as I want?

You can only save up to 3 cards within Mastercard service. 

I want to delete my saved card. What should I do?

When you click on the "Wallet" field in the drop-down menu, you will see your registered card. Simply, click on the card you want to delete and select "Remove Card". 

I got an error while saving a Salary (Bank/Debit) card, why?

Salary cards cannot be saved as they are debit cards. Currently, you can only register your credit cards.

I got an error (The credit card you entered is already registered in the system.) while saving my card. What should I do?

If you have received such an error, the card you are trying to save has been stored in the system by another user. If you do not know who registered your card, we recommend that you contact your bank and cancel your card.

Tips 

I forgot to add a tip, what should I do? 

You will see the "Evaluation Screen" 90 minutes after your order is delivered, if you wish, you can also add a tip from this area. 

Will the tip I pay be given to the courier? 

The tip you pay is transferred to the account of the courier who delivered your order. 

Does the courier know I'm paying tips? 

The courier has information about the tip you paid when it is transferred to his account.

How can I refund the tip I paid? 

You can forward your request to us via the Help Center.

I paid the tip wrong, I want to increase the amount. What should I do?

You can forward your request to us via the Help Center.

I paid the tip wrong, I want to reduce the amount. What should I do? 

You can forward your request to us via the Help Center. 

I canceled/will cancel my order. What about the tip? 

In case of order cancellation, your online tip and order price will be refunded. 

The tip step does not appear in the mobile application. What should I do? 

Tipping is only available at preferred restaurants. If a restaurant you choose does not have a tipping area, the restaurant may not have preferred it. If the tip application does not appear in any restaurant and the auto-update feature is not active on your phone, you must manually update the application. 

How can I pay tips online? 

At the order payment stage, you will see the "Tip" field after selecting "Online Credit/Debit Card" and entering your card information. You can pay tips in any amount you want from this area. The review period has expired but I forgot to tip. What should I do? After the evaluation period of your order has expired, the tip screen cannot be activated. If you wish, you can also use this feature for your next orders.

Which payment options are valid? 

You can only use the tip feature for the Online Credit Card payment method.

Phone Validation 

How can I change phone verification? 

During the sign-up process, to verify your phone number, follow the steps sent via SMS to the provided phone number. You can update your verified number a few days after the verification date for security reasons. You can update your information on My Info. 

What is Service  Fee?

Service Fee is a standard fee charged to provide a better experience. 

Why do we have a Service Fee?

Every step of the order affects the customer experience. The Service Fee is charged to ensure that order processes are handled correctly and to provide a better application experience.

Is the Service Fee payable to the vendor?

No. The Service Fee is only charged by Yemeksepeti and is used for the development of the application.

Terms

Super Restaurant: Vendors that have; high number of orders, have a low order cancellation rate, high user ratings and reviews, include a high proportion of product images and descriptions in their menus, and maintain a high availability for orders according to the time/day range they have set in the system. 

Offers: Indicates that the selected products of the vendors are discounted. For the discount rates and descriptions please check the "Available Deals" section at the vendor's page on Yemeksepeti.

Yemeksepeti Delivery/Express Delivery: Orders that are delivered by Yemeksepeti or by third parties.

Restaurant Delivery: Orders that are delivered by the vendors. 

Featured: Refers to the vendors that receive cost-per-click advertising service.