HELP

Frequently Asked Questions

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Service

*I need help with my order.

We have these channels at your service to contact Kiwibot Customer Service:
Email: customer.service@kiwibot.com
Phone & SMS: +1 (831) 292-5135

Where can I place an order to be delivered by Kiwibot?

Kiwibot is the internet of atoms and we are looking to connect restaurants with customers like you. Order directly using the Bite University app at your university campus and a Kiwibot will deliver it to you.
At the moment we cover the following university campuses.

* New Mexico State University (NMSU).
* Loyola Marymount University (LMU).
* Gonzaga University.Brandeis University.
* Merrimack College.Endicott College.
* Howard University.
* Morgan State University.

What can I do if I did not receive the tracker link?

In case that you did  not receive the tracker link you can contact our Customer Support representatives.
We have these channels at your service to contact Kiwibot Customer Service:

* Email: customer.service@kiwibot.com
* Phone & SMS: +1 (831) 292-5135

One of our agents is going to send you a new tracker link and is going to keep you updated about your order. In case you did not receive the tracker and you are aware that your kiwibot is waiting for you at the drop off location, just step in front of the robot and wave to its eyes. The bot is going to recognize your presence and it opens the lid whenever it feels like there's a human saying hello within a certain radius of the drop-off location.

What can I do if my order is too large and won't fit in a single bot?

Kiwibots will deliver any order that fits up to two Kiwibots (that is up to four complete meals and drinks). If your order is larger, we will ask you if you agree with hand-delivering and one of our Kiwers will deliver it to you.

Where can I go during a Kiwibot order if I have questions?

You can contact our Customer Support representatives at any time to address any questions related to the delivery of an order. You can use the Bite University app to contact us, or you can share any issue via the chatbot in the tracker while an order is delivered.  The Chatbot will help you with the most frequently asked questions but, if you need additional help, it will directly inform a Customer Service Representative who will take care of it.

We have other channels at your service to contact Kiwibot Customer Service:

* Email: customer.service@kiwibot.com
* Phone & SMS: +1 (831) 292-5135
* Link to our website: www.kiwibot.com
* Help center

Also, You can always ask any Kiwer who is nearby on campus.

Where is my order?

You can track a delivery by using the tracker that you receive via SMS or using the Bite University app. A map will appear on the platform showing the Kiwibot´s location in real time and the dropoff point. 

Thus, after completing the check-out phase, your order is placed and these are the different status it goes through from placing an order until it is delivered:

* Arriving to pickup location - Your Kiwibot is arriving to the restaurant
* Waiting for order In-transit - Your Kiwibot is heading to the destination
* Arriving to drop-off location - Your Kiwibot is arriving the destination
* At drop-off point - Your Kiwibot is at the destination
* Delivered - Thanks, att: your Kiwibot!
* Pending order - The restaurant is preparing your order

Why and what can I do if my order is taking more time than expected?

The Kiwibot team is really sorry that your order is taking longer than expected!

Even if we work hard with the stores to complete your order within the estimated delivery time, there are some reasons why an order may take longer than expected:

* Your Kiwibot has suffered an accident
* Your Kiwibot was vandalized
* The restaurant may be busy
* High traffic density

If your order is running behind the provided estimated time of arrival, you can report this issue directly to the Support team through the chatbot located in the tracker that you received via SMS, using the Bite University app, sending an email, or calling our Operations Team

Email: customer.service@kiwibot.com
Phone & SMS: +1 (831) 292-5135
Link to our website: www.kiwibot.com

Do I need to do anything when an order is delivered?

You will need to use the tracker link received via text message (SMS) in order to open the Kiwibot’s lid. Remember the Kiwibot’s lid only opens and closes using the tracking link. If it does not work, please contact Customer Service.

How do I open and close the Kiwibot door?

You can only open a Kiwibot door if you have placed an order.  If you have an active order and an assigned Kiwibot and you are near your assigned Kiwibot, you should press the "Open" (door/lid) button found on the tracking link you received via SMS. Once you have done this, the Kiwibot will automatically open its lid so you can pick your food up. 

If your Kiwibot does not open after following this steps, please contact Customer Service through the Chatbot in your Bite+ App or:

Email: customer.service@kiwibot.com
Phone & SMS:  +1 (831) 292-5135
Link to our website: www.kiwibot.com
We will help you immediately!

What should I do if I can't open the robot's lid? 😅

So, you have placed an order through the Bite+ app and you've been notified a Kiwibot is delivering your order.

What happens if your kiwibot gets to the drop-off location and you can't get to open the robot's lid and your food is stuck inside of the bot? 

If this scenario occurs to you, DON'T PANIC. It sometimes happens because the GPS of the bot isn't working properly and the bot doesn't recognize that it has arrived at the drop-off location. 

In this case, just step in front of the robot and wave to its eyes. The bot is going to recognize your presence and it opens the lid whenever it feels like there's a human saying hello within a certain radius of the drop-off location. 

How can I report a missing or incorrect item from my order?

You can report any issue via the chatbot in the tracker while your order is active. The chatbot will directly contact a Customer Service representative who will help you out with any inconveniences with your order. You can also get in touch with Kiwibot Customer Service at:

* Email: customer.service@kiwibot.com
* Phone & SMS:  +1 (831) 292-5135
* Link to our website www.kiwibot.com

What should I do if I don't receive my order?

You can chat directly with the support team using the Bite University app or with the Chatbot located in the tracker that you receive via SMS. If your order has left the restaurant and you did not receive it, you will be immediately redirected to talk to the Kiwibot team. We have other channels at your service to get in touch with Kiwibot Customer Service:

* Email: customer.service@kiwibot.com
* Phone & SMS: +1 (831) 292-5135
* Link to our website www.kiwibot.com

Our Service team or local Kiwers will contact you immediately to find a solution.

How do I request a refund?

You will be eligible for a refund in the following situations:

* If the order is missing items.
* If the order contains the incorrect items. 
* If your order does not satisfy quality standards.
* Customer does not want the order anymore and the restaurant has not prepared the order. 
* If your order never arrived.

If one of these is your case, please fulfill the following form according to your campus:
* New Mexico State University (NMSU)
* Loyola Marymount University (LMU)
* Gonzaga University 
* Merrimack College
* Endicott College
* Howard University
* Morgan State University

At what times can my order be delivered with a Kiwibot?

Gonzaga University

Endicott College

Howard University

Loyola Marymount University (LMU)

Merrimack College

Morgan State University

New Mexico State University (NMSU

Am I in the appropriate area to submit an order?

At the moment we cover the following university campuses:

- New Mexico State University (NMSU)
- Loyola Marymount University (LMU)
- Gonzaga University.Brandeis University
- Merrimack College.Endicott College
- Howard University.Morgan State University.

Keep in mind that we are not operating in any of the areas outside the university for the time being.

What should I do to report a safety issue?

In case you had a personal injury please call the local emergency line. Then you can report your incident by sending us an email to  customer.service@kiwibot.com. Please provide us with the time and exact location of the event so we can get back to you.

About Kiwibot

What is a Kiwer?

The term Kiwers refers to any of our human team members on campus ready to help you and the kiwibots.

What is a Kiwibot?

Kiwibot is a semi-autonomous robot designed to perform last-mile deliveries, but also to be user-friendly and to fulfill the role of being a bridge between robots and humans, designed from the heart up to join you in your university campus and city for the next few years.

How much does a Kiwibot weigh?

The Kiwibot weights 37.4786 pounds (17 kg) with the flagpole and battery. 

How fast does a Kiwibot go?

The Kiwibot average effective service speed is 1.86411 miles per hour (3 km/h).

What is the weather capability of the Kiwibot?

Ability to operate in rain: Yes.
Ability to operate in darkness: Yes.

How does a Kiwibot know how to travel autonomously?

Using Lidar and the most advanced sensors in the world, Kiwibot creates a virtual picture of the world in real-time to interact with the community and break mobility barriers.

With our new 4.0 series, We have developed a semi-autonomous driving system, allowing for new ways to interact with the world." This new version of the Kiwibot has a lot of new features: new cameras, full range lidar, proximity and cliff sensors that are going to increase the capability of the robot to understand the world. A new set of communication equipment and antennas improves the connectivity and location accuracy essentials in the robot monitoring and tracking process."

Natalia Pinilla, Head of hardware & manufacturing

Is Kiwibot recording during the operation?

No, Kiwibot uses its cameras for image transmission and real-time decision-making. Your privacy is of utmost importance.

About Privacy

When using our services, we may collect information from you in order to deliver orders.

Kiwibot may collect personal information such as your name, phone number, email and closest delivery point in order to provide you with delivery services and for the advertisement and promotion of our website and/or mobile application and/or Services.

We will only get in touch with you using the phone number and/or email address provided by you.

This information will only be used for such purposes and will not be shared with anyone and it will remain private and confidential, following Sodexo’s Privacy Policies and any applicable law.

Are Kiwibots safe for pedestrians?

Our Kiwibots are definitely safe for pedestrians! 
Our Kiwibots are equipped with 4 cameras , 6 obstacle detectors and there is also a remote supervisor who is monitoring the entire operation. They are low speed with an average effective service speed of 1.86411 miles per hour (3 km/h). Kiwibots will correct their course when identifying obstacles on the road and are going to stop if an object is in front of them.

What should I do if I see a Kiwibot vandalized?

To report an incident, please get in touch with us at customer.service@kiwibot.com or our phone number, +1 (831) 292-5135.

Here, we will ask you to provide us with the time and exact location of the event. If you have any additional information such as the vandalized Kiwibot’s number or any other details you find relevant, please let us know as we will work together with Campus Security to review the situation.

Thank you for caring for our robots and technology!

Business

*Do you have updates for investors?

Each investment case is different. Please get in touch with business@kiwibot.com directly to learn more about your investment.

*How can I partner with Kiwibot?

If you are a restaurant, a brand, or a business, please contact us through business@kiwibot.com, and we will get you back.

*Do you offer your service in other spaces like airports or medical centers?

We are not currently operating in these places, but we don't rule out an alliance shortly.

* How can I carry out a pilot program with the robots in my area?

If you are interested in pilot programs with Kiwibot, don't hesitate to contact us through business@kiwibot.com, and we will get you back.

* Do you sell Kiwibot robots?

No, we currently provide the delivery service through our Kiwibot robots, but they are not for sale individually.

* How can I bring Kiwibot to our campus?

If you are interested in a robotic delivery solution for the campus, don't hesitate to contact business@kiwibot.com to know the next steps.

* Are there franchise opportunities with your services?

Currently it is not an available model, but please leave your contact here for information for future opportunities.

* I am interested in opening Kiwibot operations in other countries or cities.

If you are interested in our presence in other countries or cities, please get in touch with business@kiwibot.com to know the next steps.

* Do you produce technology or robots for other companies?

At the moment, we are not carrying out projects for third parties.

* How can I be a supplier of my products for your company?

If you are a supplier, please leave your data in the contact form with the subject 'supplier' to have you in our database.

*How can I send you the marketing offers I have for your company?

Please leave your data in the contact form with the subject 'marketing' to have you in our database.

* Does your company occasionally outsource any hardware projects?

At the moment, we are not carrying out projects for third parties.

* How can I invest in your company?

Please get in touch with business@kiwibot.com to know the next steps.

* How can I buy a robot for my business?

We currently don't sell or rent the robots individually.

* Can I order or rent one of your delivery robots?

We currently don’t sell or rent the robots individually.

Jobs

*How can I find out about open positions for summer 2023?

Please consult our Careers section to know all the job offers.

* How can I solve my doubts about Kiwibot U-Program?

If you have general questions, please visit our Kiwibot U-Program section to learn everything you need to know. If you have a specific question, don't hesitate to contact hr@kiwibot.com.

* How long does it take to respond to an application for a job offer?

Applications to different jobs take different times according to availability and complexity.

* What is the process for doing an internship with you?

Please consult our Jobs section regularly to be aware of the available internship calls.

Events and Media

*How to make an appointment for an online interview with you?

Don't hesitate to contact pr@kiwibot.com to know the next steps.

*What is the process to invite you to an event or interview?

Don't hesitate to contact pr@kiwibot.com to know the next steps.

*We would like to see if you will be attending as a visitor or exhibitor

Please visit our coming events or social media to learn where we will be with our robots.

*Can I purchase a kiwibot plushie?

Yes, we are preparing Kiwibots for our plushie lovers. Please keep an eye on our social media to know about the launch.

*Where can I buy kiwibot merch?

You can buy Kiwibot merch at our Redbubble profile.

*Can I get some Kiwibot stickers?

You can buy Kiwibot stickers at our Redbubble profile.