Frequently Asked Questions

Twiinie helps you order food, drinks and other items from vendors at an event without leaving your spot. You place the order, track it live, and receive it through the event fulfilment flow.

Twiinie shows active events near your location so you can quickly discover what is available around you. Event discovery is based on proximity, while delivery eligibility may still depend on that event’s serviced areas at checkout.

Not always. You can browse nearby events first. At checkout, Twiinie may validate whether your delivery location falls inside the event’s supported delivery area before allowing the order to continue.

Choose an event, browse stores, add items to cart, confirm your location, and complete payment. Once payment is confirmed, merchants can prepare and shop the order, and fulfilment can continue from there.

Yes. A store may discover during shopping that one or more items are no longer available. When that happens, unavailable quantities can be marked on the order and those affected amounts may be credited back to your wallet. If only part of the order is affected, Twiinie may issue wallet credit for the affected amount instead of reversing the full payment.

Refunds can be processed for qualifying issues such as failed fulfilment, missing items, duplicate charges or unavailable items. Depending on the situation, the refund may be a full refund, a partial refund, or wallet credit. Some refund flows depend on the payment provider confirming the refund. In some cases, refunds may also be split between wallet credit and the original card payment method.

Wallet credit is value assigned to your Twiinie account. It can come from a direct top-up or from order adjustments such as unavailable items. Your available balance is tracked on your user account.

Yes. Twiinie supports wallet credit purchases in the app. The minimum top-up amount is set by the service and may change over time.

In supported cases, yes. Credit refunds depend on the type of credit and the original payment source. For example, unavailable-item credits are linked back to the original order payment, while purchased top-up credits are linked to their own checkout. Where disclosed in the app, a processing or administration fee may apply to top-up refunds.

Sometimes. Cancellation is usually only available before shopping or fulfilment has materially started. Depending on the timing and order state, a cancellation fee may apply and any approved refund may be returned partly to wallet credit and partly to the original card payment method.

Orders move through statuses such as owing, paid, shopping, shopped, assigned, delivering and delivered. Twiinie also records order activity so important events like payment confirmation, shopping updates, refunds and delivery completion can be viewed on the order.

Orders that remain unpaid for too long may expire automatically. That helps avoid stale unpaid orders blocking stock or operations.

Twiinie uses an external payment provider for checkout and refund processing. The platform keeps the operational payment data it needs, but it does not need to store full card details in order to run the service.

Merchants are responsible for the items they sell, including availability and preparation. Event fulfilment may also involve shoppers, couriers or other fulfilment partners depending on how the event is configured.

You can contact the Twiinie team through the contact form on the site or by emailing support@twiinie.online.