Restaurant Reservations and Takeaway Ordering

Why did I not receive a verification SMS/text in order to register my app account?

There are various reasons why an SMS may not have been successfully delivered, i.e. a filter system on the mobile phone blocking spam, failed SMS route, or an invalid country code or number was typed. Should you not receive your verification text, please email app@dineplan.com to manually verify you.

Why are my bookings not showing in my Dineplan app?

For any booking not originally made via the app to automatically pull into your app account, contact details used in that booking must exactly match the contact details used to verify your app account. E.g. First and last names, phone number and email address.

What is the difference between Instant and Request restaurants?

Instant restaurants (watermelon label) require no interaction from the restaurant and your booking is immediately confirmed. While request restaurants (turquoise label) require the restaurant to action a response to the booking request before your reservation status can be determined.

I didn't get a response from my reservation request, what now?

This is usually due to the restaurant being busy and not being able to respond. If the reservation is still to come then please contact the restaurant to determine the status of your reservation request.

Why is the time I want greyed out, or not available for selection?

This means that the time you have chosen is not available at that restaurant. If you tap the block, an explanation will appear as to why the time is unavailable. Try selecting a different time.

Does a restaurant know that I favourited them?

No, your favourites list is only for you and are only on your profile.

How do I know that my booking is confirmed?

You can check the status of your bookings in the app by tapping on the Bookings tab (next to Search). Below the booking information, you will see the status of the booking i.e. Confirmed, Cancelled etc.

In most cases, restaurants also send booking confirmation SMSs and/or booking confirmation emails.

How do I know if my payment for a booking deposit was received by the restaurant?

You can see your deposit payment status in the app by tapping on the Bookings tab (next to Search). Below the booking information, you will see the status of the payment made.
You also receive a payment confirmation SMS and/or email.

How do I know if a restaurant has actioned the refund of my deposit in case of cancellation?

You will receive a Refund Notification via email and/or SMS. Please note the following with regards to the refunds:

> The refund will show as from 'Dineplan' on your bank statement.
> The date of the refund can be back-dated to the date of the original transaction. Please check your statement all the way back to the original transaction date.
> Refunds to a South African card usually take 3 business days to reflect, but can take up to 10 business days depending on the bank.
> Refunds to international cards can take up to 14 business days to reflect.

How do I know what the restaurant's cancellation policy is to ensure I cancel within time for refund?

Scroll to the bottom of the Payment Request or Payment Confirmation email that you will receive before and after making payment to the restaurant. You will see the restaurant's policy under Cancellation Policy.

I made a mistake making a reservation, is it possible to change it?

If you made a mistake, you can change your reservation at anytime. Navigate to your Bookings view and you can change the reservation (if no payment has been made) or cancel it all together.

What is the Platform Fee charge?

The platform fee is a non-refundable service charge applied only when you book with a prepayment through Dineplan. This fee helps keep our booking system secure, well-maintained, and easy to use. Please note that it remains non-refundable, even if a booking is cancelled. For more details, check out our Terms and Conditions.

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