Frequently Asked Questions

Question 1

What is Baboon Delivery?

Accepted Answer

Baboon is the leading local on-demand delivery platform in Albania and Kosovo. Through the app or baboon.al, you can order food from restaurants, products from supermarkets, pharmacies, stores and many other local businesses — and have them delivered right to your home or office door.

Baboon has been operating since 2016 and has connected over 450,000 users with 1,000+ partner businesses through 500+ active couriers.

Question 2

Where does Baboon Delivery operate?

Accepted Answer

Baboon is currently available in the following cities:

Albania: Tirana, Durres, Vlora and other cities — expanding.
Kosovo: Pristina and other cities — expanding.

The full and updated list of service areas is available in the Baboon app. When you enter your address, the app will automatically tell you if the service is available.

Question 3

What can I order through Baboon Delivery?

Accepted Answer

Through Baboon Delivery you can order:

• Food and drinks — from restaurants, cafes and fast food
• Groceries and household products — from supermarkets and food stores
• Pharmaceutical products — from partner pharmacies
• Flowers and gifts — from flower and gift shops
• Cosmetics and personal care products
• Books and school supplies
• Many other categories — the list keeps expanding

If you want to order something specific and can't find it, let us know — we may be able to help or add that partner to our platform.

Question 4

How much does Baboon Delivery cost as a service?

Accepted Answer

Baboon has no subscription or registration fee. Registration and account creation are completely free.

You only pay when you place an order:
• Product prices — as set by each partner
• Delivery fee — calculated based on distance and other parameters, clearly shown before order confirmation
• Any offers or discounts apply automatically if you have promo codes

Question 5

How much does Baboon+ (Baboon Plus) cost?

Accepted Answer

Baboon+ costs 290 ALL/month. Registration and account creation include a 15-day free trial.

Benefits:
• Up to -30% Discount — at every partner with Baboon+ active (max 390 ALL discount)
• Free Delivery — on every order with a maximum 200 ALL discount
• Maximum discount — up to 590 ALL savings per order

Question 6

Does Baboon Delivery have a mobile app?

Accepted Answer

Yes! The Baboon app is available for free on:

• iOS — on the App Store (iPhone and iPad)
• Android — on the Google Play Store

You can also download it by scanning the QR code on our website. Besides the app, you can use Baboon through baboon.al on any browser.

Question 7

What are the service hours?

Accepted Answer

Baboon operates 24 hours, but partner availability varies based on their individual hours. The app shows available partners based on the current time and your location.

Some areas and partners offer late-night delivery — check availability directly in the app.

Question 8

How do I place my first order?

Accepted Answer

Placing your first order is very simple:

1. Download the Baboon app or open baboon.al
2. Sign up with email or phone number
3. Enter the delivery address
4. Choose your favorite restaurant or store
5. Add products to your cart
6. Confirm the order and choose your payment method
7. Track the delivery in real time

First orders typically take 3–5 minutes to place. That's it!

Question 9

Can I order from multiple partners at the same time?

Accepted Answer

Each order is placed with a single partner. If you want products from two different restaurants or stores, you need to place two separate orders.

We are working on offering more flexible options in the future.

Question 10

How can I know when my order will arrive?

Accepted Answer

After confirming your order, you will receive:

• Estimated delivery time — automatically calculated by the system
• Notification when the Partner confirms the order
• Notification when the Courier picks up your order
• Live tracking — see the courier's position on the map in real time
• Notification when the courier is near your address

Question 11

Can I specify special instructions for my order?

Accepted Answer

Yes! During the ordering process, you can add:

• Order instructions — e.g. "no onions", "extra sauce", "gluten free if possible"
• Delivery instructions — e.g. "second floor on the right", "don't knock, leave near the door", "call before arriving"

Note: order instructions are requests and not guarantees. Partners will try to fulfill them, but some modifications may not always be possible.

Question 12

How does a promo code work?

Accepted Answer

The promo code (voucher) can be applied in the last step before confirming your order:

1. Go to "Cart"
2. Find the "Promo Code" field
3. Enter your code
4. The discount applies automatically

The terms of each promo code (minimum order value, expiry date, applicable partners) are specified in the communication where you received the code.

Question 13

What payment methods does Baboon accept?

Accepted Answer

Baboon accepts:

• Credit or debit card — Visa, Mastercard (securely processed by Raiffeisen Bank)
• Cash — only when this option is offered by the selected Partner
• Baboon Credits — account credits from refunds or special offers
• Voucher codes — discounts from promotional campaigns

Card payments are handled by Raiffeisen Bank with full encryption. Baboon does not store any card payment information.

Question 14

Is card payment on Baboon secure?

Accepted Answer

Absolutely. All card payments are processed through Raiffeisen Bank and are secured with:

• Bank-grade SSL/TLS encryption
• 3D Secure protocol (additional bank authentication)
• PCI DSS compliance

Baboon does not see or store any card payment details. They go directly to the bank's system.

Question 15

Why does the delivery price change?

Accepted Answer

The delivery fee is calculated in real time based on:

• Distance between the Partner and your address
• Current demand — there may be variations during peak hours
• Order category — some categories have a fixed fee
• Active offers — Baboon periodically offers free or discounted delivery

The exact delivery fee is always shown before confirming the order, so there won't be any surprises.

Question 16

Can I get an invoice for my order?

Accepted Answer

Yes. Baboon issues an electronic tax invoice for every order. You can find it at:

App: Open menu → "My Orders" → Specific order → "View Invoice"

If you need an invoice with specific business details (tax ID), fill in your business details in your profile before placing the order.

Question 17

What happens if the payment is not processed?

Accepted Answer

If card payment fails:

1. The app will notify you immediately
2. Check if the card has sufficient funds and is not expired
3. Try with another card or another payment method
4. Contact your bank if the issue persists

If you paid but did not receive order confirmation, contact our support within 30 minutes.

Question 18

How long does delivery take?

Accepted Answer

Average delivery time is 25–45 minutes, but it may vary based on:

• Distance between the Partner and your address
• Preparation time by the Partner
• Traffic and road conditions
• Number of active orders in your area

You can clearly see the estimated time before confirming your order.

Question 19

Can I track my courier?

Accepted Answer

Yes! After the courier picks up your order, you can track their location in real time through the interactive map in the app — like Google Maps, but for your Baboon order.

Question 20

What happens if the courier can't find my address?

Accepted Answer

If the courier has difficulty finding your address:

1. They will call you using your registered number
2. They can send a message through the app's chat system

We recommend setting clear delivery instructions when placing your order — e.g. "second floor on the left", "name on the door", etc. This helps couriers find the location accurately and quickly.

Question 21

Can I change the delivery address after placing the order?

Accepted Answer

Changing the address after order confirmation is possible within 3 minutes. If you need to change the address, contact our support immediately through the app — we'll help if the order hasn't started yet.

Question 22

Can I schedule an order for later?

Accepted Answer

The option to schedule orders in advance is under development and will be available soon. Currently, all orders are "now" and processed immediately.

Question 23

What happens if the courier is delayed?

Accepted Answer

If the delay exceeds the estimated time:

1. The app will notify you automatically
2. You can track the courier's location on the map
3. You can contact the courier directly through the app

If the delay was significant and negatively affected the order quality, report the issue — we will evaluate compensation on a case-by-case basis.

Question 24

Can I cancel my order?

Accepted Answer

Yes, within 2 minutes after confirmation, if the Partner has not yet started preparing:

1. Open "My Orders"
2. Click on the active order
3. Tap "Cancel Order"
4. Confirm the cancellation

After this period, cancellation may not be possible or a cancellation fee may apply.

Question 25

When is the refund issued after cancellation?

Accepted Answer

Refund timelines:

• Cancellation within 2 minutes: 3–5 business days
• Cancellation by Baboon/Partner: 3–5 business days
• Refunds as Baboon Credits: Immediately

Refunds are returned to the original payment method. If you prefer, you can receive them as Baboon Credits for use on your next order.

Question 26

Can I change my order after confirming it?

Accepted Answer

Once the order is confirmed, changes are limited. For urgent changes (e.g., address change), contact our support immediately through the app chat.

Question 27

What do I do if the product received is wrong or missing?

Accepted Answer

If your order has problems:

1. Take a photo of the products within 30 minutes of delivery
2. Open the app → My Orders → Order with issue
3. Click "Report Problem" and select the problem category
4. Add the photos and briefly describe the issue
5. Our team will contact you within 24 hours

Question 28

What if the food arrived cold or damaged?

Accepted Answer

Please report it immediately through the app. Based on the nature of the problem, we will offer:

• Full or partial refund
• Baboon Credits
• Reorder (where applicable)

Delivery quality is our priority — every problem will be handled with seriousness and speed.

Question 29

What do I do if the courier never arrived?

Accepted Answer

Such situations are very rare, but if your order did not arrive:

1. Check the order status in the app
2. Contact the courier through chat
3. Contact our support through the "Help" button in the app

Full refund is guaranteed in every case where the order did not arrive.

Question 30

How do I rate the order?

Accepted Answer

After every delivery, the app asks you to give a star rating and an optional comment. Your ratings are very important — they help our partners maintain high standards and our couriers stay engaged.

Question 31

How do I create my Baboon account?

Accepted Answer

1. Download the Baboon app (App Store or Google Play) or open baboon.al
2. Click "Sign Up"
3. Enter your name, email and phone number
4. Confirm your phone number with the SMS code
5. Set your password
6. Done! Your account is activated

Question 32

I forgot my password. How do I reset it?

Accepted Answer

1. Click "Forgot password" on the login screen
2. Enter your email address
3. Receive the reset link via email (check spam too)
4. Click the link and set a new password

If you have issues, contact our support.

Question 33

How do I change the delivery address in my profile?

Accepted Answer

App: Profile → My Addresses → Add new address or edit the existing one.

You can save multiple addresses (home, office, etc.) and easily choose between them when ordering.

Question 34

Does Baboon work without the app?

Accepted Answer

Yes! You can access all Baboon features through baboon.al on any browser on your computer or phone. However, the app provides a better experience and extra features like push notifications and live tracking.

Question 35

The app is not working. What do I do?

Accepted Answer

Troubleshooting steps:

1. Restart the app — close it completely and open it again
2. Check your connection — make sure you have active internet
3. Update the app — you may have an old version
4. Clear cache — Phone settings → Apps → Baboon → Clear cache
5. Uninstall and reinstall the app

If the problem persists, contact our support with your device details and the app version.

Question 36

Can I have two Baboon accounts?

Accepted Answer

No. Each person is allowed to have only one Baboon account. Creating multiple accounts may result in the suspension of all accounts.

Question 37

How can my business become a Baboon partner?

Accepted Answer

If you run a restaurant, store, pharmacy or any other business and want to join the Baboon platform:

Contact: hello@baboon.al
Partnership form: baboon.al/behu-partner

Our partnerships team will contact you within 2–3 business days to discuss opportunities and cooperation terms.

Baboon offers partners:
• Access to 450,000+ active customers
• Order management panel
• Reports and analytics
• Technical support 7 days a week

Question 38

How do I contact the restaurant or store directly?

Accepted Answer

Partner contact information is not provided directly by Baboon for privacy and operational reasons. For any questions about a specific order, use our support chat — we will coordinate with the partner.

Question 39

Does the product price on Baboon differ from the physical store?

Accepted Answer

Prices are set by the partners themselves and may differ from the physical store price. Baboon always shows the exact price before order confirmation, so there are no surprises.

Question 40

How do I report inaccurate information about a partner (menu, hours)?

Accepted Answer

If you notice inaccurate information (outdated menu, wrong hours, incorrectly listed products), notify us through:

• "Report problem" button on the Partner page
• Email: hello@baboon.al

We will correct them immediately and coordinate with the partner.

Question 41

How do I become a Baboon courier?

Accepted Answer

Baboon is always looking for dedicated and professional couriers. To apply:

Email: hello@baboon.al
Online form: baboon.al/behu-kurier

Basic requirements:
• Minimum age 18
• Valid driver's license (for couriers with a motor vehicle)
• Android or iOS smartphone
• Possibility to work in the Baboon service area

Question 42

Are couriers Baboon employees?

Accepted Answer

Couriers partner with Baboon as independent partners and enjoy full flexibility in their work hours. Baboon provides the platform, technology and necessary support.

Question 43

How can I rate the couriers?

Accepted Answer

After every delivery, the app asks you to rate your courier. Positive ratings help couriers gain recognition and build their reputation. If you had a great experience, don't hesitate to show it!

Question 44

How does Baboon protect my personal data?

Accepted Answer

Baboon applies high security measures to protect your information:

• SSL/TLS encryption for all communications
• Encrypted databases
• Limited access based on the principle of minimum need
• Regular audit of security systems

For complete information, read our Privacy Policy available at baboon.al/deklarata-e-privatesise.

Question 45

Does Baboon share my data with third parties?

Accepted Answer

Baboon shares minimal information and only when necessary for providing the service:

• With Partners: order details
• With Couriers: name, phone and delivery address
• With service providers (Google, Firebase, Raiffeisen Bank): only for platform operation

Baboon never sells your personal data.

Question 46

How can I delete my Baboon account?

Accepted Answer

To delete your account:

1. Open the app → Profile → Settings
2. Or send an email to privacy@baboon.al with the subject "Account deletion request"

The account and personal data are deleted within 30 days (except for data that law requires us to keep, such as tax records).

Question 47

How do I contact Baboon support?

Accepted Answer

Our support team is available every day:

• Through the App: Menu → Help → Chat with Support (fastest way)
• Email: hello@baboon.al
• For privacy matters: privacy@baboon.al

Average response time through the app chat is under 5 minutes during peak hours.

General Information

How to Place an Order

Payments and Pricing

Delivery and Timing

Order Changes and Cancellations

Quality and Issues

Account and App

Partner Restaurants and Stores

Our Couriers

Privacy and Security

Still have questions?