Help centre

Safety

Food hygiene, kitchen verification, what we check before a cook joins, and how to report a problem.

Frequently asked

Common questions on this topic.

Are Ghochen kitchens inspected?

Every kitchen must hold a Food Standards Agency hygiene rating of 3 or higher to join Ghochen. We pull the rating directly from the FSA register and display it on the cook page. We re-check on a schedule and remove any partner whose rating drops.

What about home kitchens that the FSA does not rate?

UK home kitchens that operate as a food business must register with their local council. We require that registration before onboarding and we follow up to confirm. Where the council issues a rating, we show it.

How do you handle food safety complaints?

Tap "Report a safety issue" on the order screen, or email safety@ghochen.com. We investigate within 24 hours. If a partner has a confirmed safety issue, we suspend the listing immediately and resolve it before they can take new orders.

I felt unsafe with a rider. What do I do?

Open the order, tap "Get help", and pick "Rider issue". Reports go straight to a safety lead. We share the report with the courier company and, if needed, take action with the rider. You will hear back within one working hour.

How do I know an order is from the cook I picked?

Every delivery includes a tamper-evident seal on the bag and a printed receipt with the cook's name and the order number. If a seal looks broken, do not eat the food. Message us and we will replace and refund.

Still need help?

If your question is not covered here, talk to your guide or contact a human directly. We respond within one working hour, 8am to 10pm UK time.