My Padi Guide · Documentation Home
How My Padi works: the complete user guide
Everything about the app in six modules: what each role does, how service requests and food orders flow from start to finish, and every timer, extension, cancellation, and refund rule along the way. Each module is its own page, so you can share the link to exactly the answer someone needs.
The three ideas behind everything
1. Escrow: money a client pays is held by My Padi and only released when the work is confirmed done.
2. Timers: every stage has a countdown; expiry resolves the order automatically and refunds whoever is owed.
3. Both sides confirm: completions and deliveries need confirmation from both parties before anyone is paid.
The modules#
Module 1Accounts & Getting StartedThe four roles — client, provider, restaurant, handler — signing up, onboarding, and identity verification.Module 2Service RequestsRequest → acceptance → negotiation → escrow payment → service timer → dual confirmation → payout.Module 3Food Orders & DeliveryRestaurant acceptance, payment, prep timer, handler dispatch, pickup and delivery rules, refunds at every stage.Module 4Timers, Cancellations & RefundsQuick-reference tables: every countdown, extension, cancellation rule, and where the money goes.Module 5Wallet & PaymentsBalance vs escrow, the three ways to pay, release events, fees, deposits, and withdrawals.Module 6Support, Disputes & ReviewsRaising disputes, evidence requests, support tickets, and how ratings keep everyone accountable.Module 7Availability & Getting JobsHow providers and handlers go online, how clients see them on the map, how the system sends delivery jobs, and how handlers join a restaurant’s delivery team.
Find your answer fast#
| You’re asking… | Go to |
|---|---|
| “How do I become a provider / rider / restaurant?” | Module 1 (Accounts) |
| “What happens if the provider never accepts?” | Module 2 (Service Requests), or the tables in Module 4 |
| “Can I cancel my food order after paying?” | Module 3 (Food Orders) → Cancellations, or Module 4 |
| “The kitchen / rider is taking too long. Can time be added?” | Module 4 (Time extensions) |
| “Where’s my refund?” | Module 4 (the three rules), and Module 5 (Wallet) |
| “How do handler security deposits work?” | Module 3 and Module 5 |
| “I got the wrong items / bad service. Now what?” | Module 6 (Disputes) |
| “How do I go online and get jobs as a provider or handler?” | Module 7 (Availability & Getting Jobs) |
| “How does a handler join a restaurant’s delivery team?” | Module 7 (Restaurant teams) |
Key terms across the guide#
Key terms used on this page
- Client
- The person ordering a service or food.
- Provider
- The person doing service work: a shopper, cleaner, mover, or driver.
- Restaurant
- The food vendor preparing food orders. Also called a food vendor.
- Handler
- The delivery rider who carries food orders to clients. Also called a rider.
- Escrow
- A safe holding place for payments. My Padi keeps the money there and only releases it when the work is confirmed done.
- Wallet balance
- Money in an account that can be spent or withdrawn right now. Refunds always land here.
- Security deposit
- An amount equal to a food order’s value, locked from the handler’s wallet while they carry it, the guarantee that the food arrives.
- System delivery
- Delivery by a My Padi handler that the app matches to the order.
- Self delivery
- Delivery by the restaurant’s own courier.
- Service timer
- The countdown a provider has to finish a service, set by the agreed duration.
- Prep timer
- The countdown a restaurant has to finish cooking an order.
- Delivery timer
- The countdown a handler has to reach the client after pickup.
- Dispute
- A formal complaint on a paid order. It freezes the money in escrow until the My Padi team rules on it.
- Evidence request
- A specific ask (photo, document, screenshot, or receipt) sent by the My Padi team during a dispute, with a deadline.