Frequently asked questions

About Deliveroo

What is Deliveroo?

Deliveroo is on a mission to transform the way you order food. We partner with the best restaurants in the business – from local hotspots to national favourites – and bring you the food you love, right to your door.

With thousands of choices and a fleet of our own delivery riders, we’ll have your order with you in as little as 30 minutes.

What is the story behind Deliveroo?

When Will Shu moved to London, Deliveroo’s founder and CEO, he was surprised to find that it was nearly impossible to get great quality food delivered. He made it his personal mission to bring the best local restaurants direct to customers’ doors. The business was launched in 2013 with Will as our very first rider.

Eight years on, we now operate in over 200 cities and towns across the UK, working with 50,000 restaurant partners, major grocery partners and more than 50,000 self-employed riders. Deliveroo is headquartered in London, with over 2,000 employees in offices around the globe.

Using Deliveroo

How does it work?

You can order either on the website or by using the Deliveroo app, available on iOS and Android. Simply add your postcode to find all the great restaurants delivering in your area, choose your food and place your order.

Once the restaurant receives your order, they’ll get to work preparing your food and then carefully package it. Once it's all ready to go, a Deliveroo rider will pick it up and bring it to you.

If you want to be super-organised, you can also order up to 24 hours in advance with a scheduled delivery.

What kind of restaurants are listed on Deliveroo?

We personally curate a high-quality and diverse selection of restaurants in your area. This can range from a top neighbourhood Italian trattoria to well-regarded national burger chain.

What times can I order for?

We deliver every day from morning until late at night, and different restaurants will have different opening times. Visit the homepage or the app to see which restaurants are available in your area.

How is the food delivered to me?

Once you’ve placed your order, it’s sent directly to the restaurant for them to prepare and package. Once it’s ready, a Deliveroo rider will pick up your order and bring it to your delivery address.

Why doesn't Deliveroo accept cash?

We only take card payments because it lets us provide you with the best possible experience. It creates a safer working environment for riders too. You can tip your rider through the Deliveroo app after you have received your order. 

Do I have to tip?

Whether you tip or not is completely up to you. You can tip in the app after your rider has delivered your order to you. Riders receive 100% of all tips.

Is there a minimum spend?

The minimum order amount can vary depending on which restaurant you’re ordering from. If there’s a minimum order amount, you’ll be informed at checkout before you place your order.

How do I redeem a voucher code?

If you have a voucher code, you can redeem this in the app or on the website.

If you’re using the app, go to your account and add the code into the ‘Enter a Promo Code’ field. On the website, click ‘Add a Code’ on the checkout page.

Vouchers and Account Credits may not be redeemed on infant formula, baby formula, baby milk products or milk powder.

What do I do if I see an error when adding a voucher or offer code?

Please contact Deliveroo Customer Service via Contact Us for assistance if you see an error message when trying to apply an offer or voucher code.

Do you charge the same prices as the restaurant does in the restaurant?

We encourage restaurants to always use the same pricing for delivery as they do for their in-house menu, although there may be exceptions. Pricing for each menu item is clearly displayed in the app. If you have any questions about menu pricing, please contact the restaurant directly.

Can I place orders in advance?

Yes! You can schedule orders for up to one day in advance and choose any delivery time from midday onwards.

Can I collect my order?

Yes. You can use Deliveroo’s Pickup service to collect orders from participating restaurants nearby. Use the app to find out which restaurants offer Pickup in your area. 

What if I want to cancel my order?

As long as the restaurant has not yet started preparing your order, you're able to cancel your order in order help. If the restaurant has already started preparing your order and you want to cancel, please get in touch with us, you can do this in order help as well.

How is the food packaged?

Packaging always depends on the type of food and restaurant you’re ordering from. Restaurants take great care to use packaging that maintains the correct temperature for as long as possible.

If you have suggestions regarding the packaging or appearance of your food when it’s delivered, please visit https://deliveroo.co.uk/contact/. Click on "Contact Us" to complete the form, and we’ll pass on your feedback to the restaurant.

Some menus include customer feedback about the partner - what is this?

When you place an order on Deliveroo, you may be asked for feedback about your experience. We may then share this feedback with our users, including on menu pages. Deliveroo does not verify customer feedback and accepts no responsibility for it or its accuracy. As set out in our terms of service, customers are responsible for ensuring that any product that they order from a partner on Deliveroo is suitable for them.

Questions about my order

What if something is wrong with my order?

We have a dedicated team that looks after your entire Deliveroo experience, from the moment you place an order right through to it arriving with you.

However, we do understand that sometimes things might go wrong. If this is the case, you can use the Help function in the Deliveroo app to speak to our customer service team and report any issues.

You can also visit https://deliveroo.co.uk/contact/ and click on "Contact Us" to complete the form and one of our team will be in touch.

What if I want to add something to my order?

You can contact our Customer Service team via the Help function in the app and we’ll do our best to make sure you get all the items you want added to your order.

What if my order is late?

Sometimes things outside of a rider’s control can cause a delay. Where we can, we will always try and proactively call you if we become aware that your order might not arrive within the estimated time of delivery, and our team will work to get your order to you as quickly as possible.

What if I’m not around when my rider arrives?

If you think you won’t be at the delivery address in time to receive your order, please let us know by using the Help function in the Deliveroo app.

If your rider can't find you, they will follow a series of steps, such as trying to call you or send you a push notification, once they reach your delivery address. If they’re unable to contact you, they will try to leave your order in a safe place. Please check your emails during the delivery time for any updates.

You’ll still be charged for your order if we can see that your rider has made attempts to reach you. To prevent this from happening, it’s always a good idea to double-check your contact and address details.

I got a call from +44 (0) 113 467 9062 — who is this?

To check where you are, your rider might call you using the Leeds phone number 01134679062. It’ll really help your rider if you can keep your phone close and answer these calls if you get one.

Fees on Deliveroo

How do fees work on Deliveroo?

Delivery fee

The delivery fee is variable, based on your location. Some restaurants use their own delivery drivers. In that case, the restaurant sets its own delivery fee.

You pay less for nearby restaurants and you'll always know how much before selecting a restaurant.

Service fee

This allows us to power your experience with Deliveroo, including adding new features and providing great customer service. A minimum or maximum amount may apply to the service fee, but you will always see the exact amount at checkout.

The service fee is calculated based on the order amount prior to any promotions or discounts which may apply to your order.

Small order fee

When your total is less than the restaurant's minimum, you can still place the order but we'll top it up with a fee. To remove the fee, just add more to your basket.

Extended delivery fee

For partners that are far away from where you place your orders, our riders need to go the extra mile to deliver these orders to you. These orders are not eligible for free delivery. For these orders, we charge all customers a small extended delivery fee. The extended delivery fee will appear in your basket if this is the case. Extended delivery fees will be discounted exclusively for our Plus customers, so you’ll pay less than other Deliveroo customers.

Inviting friends

I'm not a new user. Can I get free credit if I sign up?

Sorry, this offer is only valid for new users of Deliveroo. And don't keep making accounts, we'll know! (And you wouldn't like us when we're angry). To find out more, please go to our T&C's.

I can't see an invite link – where is it?

You need to have ordered a certain number of times to get your invite link. Once you’ve ordered several times, we’ll email you your link so you can share it with your friends, family, colleagues, anyone and everyone.

Age Restricted Items

Do I need to show ID to buy age restricted items?

It’s important to make sure that age restricted items (alcohol, tobacco) don’t make it into the hands of minors. For this reason, we may ask for a customer’s date of birth if an age restricted item goes into their order basket. We also ask our riders to comply with a “challenge all” standard for deliveries of these age restricted items. This means all customers, whatever their age, will be asked by the rider on delivery to provide identification showing proof of age to receive age restricted items. 

Our riders are required to input the customer’s date of birth into the Deliveroo rider app to be able to mark an order as complete, however this information won’t be available to the rider after this time. Riders do not need to take a photo of the customer’s ID. Our riders are subject to data protection obligations and will only have access to limited customer information required for delivery. We also ensure that our riders receive guidance on keeping customer personal data safe.

To meet industry and legal standards, riders will ask customers for accepted forms of identification (passport, driving licence, identity card). Information on ID verification for age restricted items is also set out in our customer Privacy Policy (Information We Collect From You), as well as in our customer Terms and Conditions (Age Restricted and Regulated Products).

Are CBD products available on Deliveroo?

Some of our partners offer products containing CBD for sale on our platform. It is their responsibility to ensure those products comply with applicable law and are safe for you to use and consume. Please remember that CBD products are:

  • not intended to treat, cure or prevent any disease; 
  • not suitable for those aged under 18 and proof of age may be required on delivery (for more detail on our age verification policy, see our Terms and Conditions);
  • not suitable for women who are pregnant or breastfeeding; 
  • not suitable for people taking medication; and
  • not suitable for those with an intolerance or allergy to CBD or hemp derived products.

The UK Food Standards Agency recommends that healthy adults should consume no more than 70mg of CBD per day.

If you have any health concerns, please contact a healthcare professional before using or consuming any products containing CBD.

Anything else?

What if I have allergies?

If you have specific allergies and are concerned about any items on a menu, please check the restaurant notes section of the restaurant menu and for further information contact the restaurant directly prior to ordering. Increasing numbers of Partner Restaurants will be displaying dish by dish allergens information. Where that information is not available or if you have further questions, please contact the restaurant prior to ordering if you have an allergy.

When will you be delivering in my area?

We are rapidly expanding and will hopefully be working with restaurants near you soon!

Does Deliveroo offer company accounts?

We have a dedicated team who will be more than happy to assist you with setting up an account so you can get team morale-boosting breakfasts, next-level meeting lunches and even catering. Get in touch with us at corporate@deliveroo.co.uk.

Is there a Deliveroo app?

There is! It’s available free on the App Store and Google Play.

Customer champions

What is this Customer Champion advert on the app home screen?

This banner showcases local restaurants that have fulfilled several conditions of service quality and customer satisfaction. These include hygiene rating, timely and reliable preparation, high customer ratings, and having completed enough orders on Deliveroo so we can accurately judge their quality. This criteria will be reviewed over time to ensure they reflect our customers’ experiences. 

How are the restaurants selected to be on the list I see when I click on the advert?

Local restaurants automatically qualify when they fulfill several conditions of service quality and customer satisfaction, including hygiene, timely and complete order delivery, and customer rating criteria. 

Can restaurants pay Deliveroo to be advertised on this list?

No, restaurants cannot be featured on this list by paying Deliveroo. The only criteria used are those relating to compliance with hygiene, timely and complete order delivery, and customer satisfaction.

Deliveroo Editions

What is Deliveroo Editions?

Deliveroo Editions are hubs where we host collections of hand-picked restaurants, all specially designed for delivery. They're how we make good on the promise that got Deliveroo started: to connect you with great food from great restaurants, wherever you are, and whatever it takes. Deliveroo Editions are also a platform to support start-up restaurants, helping hot new chefs launch for the first time, or well-loved restaurants reach fans in new places.

If I order from a restaurant, how do I know if it's an Editions kitchen?

Editions kitchens are listed as separate restaurants on our platform - they are clearly labeled as being an Editions partner, and you can order on both the website and the app. When you order from a non-Editions restaurant, your meal will always come from that restaurant, not an Editions kitchen. Whether you chose to order from an Editions kitchen or not, you’ll always be delivered great food made locally.

What is Editions trying to do?

Since Deliveroo started, we've learned a lot about the restaurant industry and about you, our customers. Our restaurant partners have to spend up to a million pounds to launch a new restaurant in a city centre. From customers, we've learned you have really varied tastes – some of you order 10 different cuisines per month – and love the ability to explore exciting food from your homes.

But when you put the two facts together, we realised that although restaurants want to reach people in residential areas, it's sometimes just not possible. Setting up a restaurant always includes a fair amount of risk. What if the location isn't right? Or how do you find the secret sauce to success, before the money runs out? Even some of the world's top rated chefs have described moments on Netflix's 'Chef's Table' when they thought they might have to close their doors.

We wanted to help solve this. To connect our customers who want to eat great, exciting food without always travelling into the centre of a city, with the restaurants who want to reach them.

Deliveroo Editions bridges this gap perfectly: we bring brilliant food to people all over the world as well as provide the ability to help restaurants launch with zero start-up costs.

How does Deliveroo Editions work?

We combine our customer insight, logistics experience and relationships with restaurants all over the world to bring an Edition to you.

Using the technology that powers Deliveroo, we first identify an area that would most benefit from their own Editions hub. We then delve deeper into exactly what's missing from those local areas and what food our customers are craving.

Once we know what's needed, we get to work, trying amazing dishes and partnering with the best restaurateurs in the business to fill the gap. That could be anyone from new chefs with great ideas, to high street favourites, as well as exclusive collaborations with the likes of Michelin-starred Karam Sethi. The choice is yours.

Restaurants then design their kitchens hosted in a Deliveroo Edition. Given their delivery only nature, the chefs are focused solely on creating the ultimate home dining experience.

The result? A community-tailored collection of restaurants, providing the gold standard of food delivery.

Is my meal different when it comes from Editions?

No. Editions kitchens use the same great chefs, ingredients and recipes to bring you the best food. With Editions you get the great food, cooked and prepared the way you love.

Deliveroo Plus

What is Deliveroo Plus?

Deliveroo Plus is our subscription membership plan – you pay a monthly fee and get free delivery from participating restaurants when you meet the minimum order requirements, alongside other benefits based upon your subscription plan. Members benefit from exclusive perks and offers which aren’t available to other customers. It’s a simple, easy way to get the most out of Deliveroo.

How do I sign up for Deliveroo Plus?

Some customers will see the option to sign up to Plus on our website or app.

Is there a limit to how many orders I can place?

No. You can place as many orders as you like. However, it’s intended for use by individuals. All orders placed with Plus are subject to Deliveroo’s Terms & Conditions of Service, which can be found here.

How do I manage my subscription?

Go to your Account – you’ll be able to change your subscription payment method, see your next payment date and more.

When will I be charged?

Go to your Account to check your next payment date.

Can I share my account with others?

No. Sharing your Deliveroo Plus subscription is a violation of your subscription terms, and could mean we terminate your Account access in line with our Deliveroo Plus Terms & Conditions of Service.

What is the On-Time Promise for Plus Gold?

Eligible orders are covered by the On-Time Promise. This means that if an order is more than 15 minutes later than the upper estimate on the order tracker,  you will be compensated with £5 credit to use on a future eligible order. On-Time Promise credit must be claimed within 48 hours of placing the order by clicking to claim your credit as directed in the App or by following the prompts to claim under your Order History. Once claimed, you have 3 (three) months to redeem your credit. Any credit that remains unused after three months will be forfeited. Credit cannot be redeemed on some restricted products. Standard credit terms here apply.

What is credit back?

Credit Back is a Deliveroo Plus Benefit available to Plus Gold subscribers. The credit back benefit applies to delivery orders over £30 from eligible restaurants. Customers will receive 10% of their basket subtotal back in credit. Customers cannot earn Deliveroo credit back on pick up orders.

Credit back is just like ‘Deliveroo cash’ and can be spent on Deliveroo orders. Credit will be automatically added to your account once your order has been delivered, and you’ll be able to redeem the credit on your next eligible order. Your credits can be stacked over time however each credit must be redeemed within 3 months. You can’t earn and redeem credit in the same order. 

Some restricted products are excluded from both earning and redemption of Plus Credit Back. Some restricted products are excluded from both earning and redemption of Plus Credit Back. Standard credit terms here apply.

How do I redeem credit?

After the order is delivered, credit will be automatically added to your account and you’ll be able to redeem the credit on your next order. If you want to apply the credit to an order, you can select the available credit toggle on the basket page. If the credit toggle is selected, all available credit will be used.

Each credit earned will need to be used within 3 months of the original purchase being made. You can check the expiry date for each credit in the  ‘Vouchers and Credit’ section in ‘My Account’ in the app. Don’t forget that some restricted items are excluded.

Is there a limit on how much credit I can accrue?

No, there is no limit on how much credit you can accrue, you will however have to use the credit within 3 months from the date of issue. 

Do I receive credit back on all orders over £30?

 Credit back can be earned on all eligible restaurant orders over £30. You cannot earn Deliveroo credit back on pick up orders. Some restricted products are not eligible to earn credit. You can’t earn and redeem credit on the same order.

Is there an expiry date on redeeming credit back?

You must use your credit back within 3 months of earning the credit.

How can I cancel my subscription?

You can cancel on the ‘Account’ page of our website or app, or by contacting the Deliveroo Customer Support Team at https://deliveroo.co.uk/contact/.

Can I switch from an existing plan to a different plan type?

Yes, you can switch from an existing Plus plan to a different plan type by going to ‘My Account’ then ‘Subscription’ and ‘Switch plans’. To confirm your switch, tap ‘Switch to [Plan Name]’, you’ll then see an update at the bottom of the screen confirming when your new Plus plan will come into effect and any changes to your billing date. 

Please note, if you switch from an existing Plus plan, to an alternative Plus plan type, your next billing date is subject to change. Any direct change to your next billing cycle will be displayed in the “Subscription” section of “My Account” in-app.

For more information you can visit https://deliveroo.co.uk/contact/ and click on "Contact Us" to complete the form and one of our team will be in contact.

Can I change my payment date?

No. You can see your next payment date in your Account.

Can I get my money back if I want to cancel?

Yes. You can contact us for a full refund within the first 14 days of your paid-for period. If you cancel after the 14-day cooling off period, you will not be refunded for a change of mind. If you have any questions or concerns with your subscription, please visit https://deliveroo.co.uk/contact/. Click on "Contact Us" to complete the form and one of our team will be in touch. This does not affect your legal rights.

Do I still have to pay service fees and small order fees?

Yes, you will need to pay service fees for all orders placed with Plus, and small order fees wherever applicable. Fees applicable to your order will be notified to you at checkout.

I am a Deliveroo for Business customer. Can I get unlimited free delivery on orders placed with my company allowance?

No. Your free delivery won’t apply to orders you place using your company allowance. If you have a company allowance on your account, you can still get free delivery on personal orders when you don’t use your company allowance.

I have received Deliveroo Plus Silver for free in my account, what does this mean and can I cancel this offer?

As a valued Deliveroo customer, you may be offered Deliveroo Plus Silver for free for 3 months. Deliveroo Plus Silver is Deliveroo's official membership programme which entitles you to free delivery from a huge range of restaurants on orders over £15, free delivery from grocery and retail stores on orders over £25, and access to Deliveroo Plus Rewards. We have applied your free Deliveroo Plus Silver plan automatically to your account in the app. It will not automatically renew onto a paid plan, so if you do not wish to continue with your Deliveroo Plus membership, your account will revert back to a standard Deliveroo account at the end of the free offer period. Alternatively, if you would like to stay subscribed to Deliveroo Plus Silver, simply head to: https://deliveroo.co.uk/plus to sign up.

Terms and Conditions

1. Offer valid for 3 months Deliveroo Plus Silver for selected customers

2. Minimum spend of £15 applies to restaurant orders, £25 to grocery and retail orders 

3. You can cancel at any time

4. Service fees and full Plus T&Cs apply: https://deliveroo.co.uk/legal/#plus

Subscribing to Deliveroo Plus using a voucher

I don’t have the Deliveroo app. Can I subscribe on the website?

Yes. First, create an account by tapping the menu at the top right and selecting Sign up or log in. After you’ve signed up, select a restaurant and add items to your basket. Once you’re at the checkout, tap Add promo code. Paste your code there and tap Submit. From there, follow the instructions to join Deliveroo Plus.

My voucher code doesn’t work

Please visit https://deliveroo.co.uk/contact/. Click on "Contact Us" to complete the form with details of the email and voucher code you received and explaining what the problem is and one of our team will be in touch.

I’ve accidentally cancelled my subscription. Can I re-subscribe?

Yes. You don’t need to use your voucher code again, your original subscription expiry date will apply. You will gain access to your subscription again by signing up via the sign up page deliveroo.co.uk/plus.

How do I use my voucher to get free Plus? 

First, download the Deliveroo app and sign in. (Don’t have a Deliveroo account? Tap the Account icon at the top right and select Sign up or log in) Select Account at the top right, then Vouchers and credit. Tap Add code in the top right corner (iOS) or the ‘+’ button in the bottom right corner (Android). You’ll see a place to add a new voucher code. Paste your code there and tap Submit. From there, follow the instructions to join Deliveroo Plus.

I have a voucher for free Deliveroo Plus – but I am still seeing a delivery fee

After you’ve added your voucher code, you still need to join Deliveroo Plus to get free delivery. Go to your Account and then Deliveroo Plus to check if you’re subscribed.  Some of our partners also have a minimum order value that you need to meet before you can enjoy free delivery on that order.

I have a voucher for free Deliveroo Plus, but I’m already a member. Can I still use my voucher?

Yes. Select Account at the top right, then Vouchers and credit. Tap Add code in the top right corner. You’ll see a place to add a new voucher code. Paste your code there and tap Submit. Your free period will automatically be applied to your subscription.

You don’t deliver to my address, can I gift the Deliveroo Plus voucher to someone else?

Some voucher codes may be used by individuals other than yourself if you choose to send the voucher code to another individual (but they can only be redeemed once). Full terms and conditions here

You don’t deliver to my address, can I gift the Deliveroo Plus voucher to someone else?

Some voucher codes may be used by individuals other than yourself if you choose to send the voucher code to another individual (but they can only be redeemed once). Full terms and conditions here

What is Priority Delivery for Plus Diamond?

In some cases, eligible customers will have the option to add Priority Delivery to their order. Priority delivery guarantees that your rider will deliver your order directly to you, before delivering any other Deliveroo orders on their route.

Priority Delivery is applied as a complimentary benefit for every order you place using Deliveroo Plus Diamond. For Deliveroo Plus Diamond members, Priority Delivery is included as a complimentary upgrade to Deliveroo’s standard delivery service. Orders below the minimum spend will still be charged the applicable standard delivery fee. The minimum order value and the standard delivery fees are shown to you at checkout. Service fees will apply to each order and will be notified to you at checkout.

Do I have to pay for Priority Delivery with Plus Diamond?

No! Plus Diamond customers can benefit from free Priority Delivery being included in every eligible order. This excludes orders that are delivered directly by the restaurant partner and McDonalds. The standard delivery fee will still be applicable for orders below the minimum spend.

What is the On-Time Promise for Plus Diamond?

Eligible orders are covered by the On-Time Promise. This means that if an order is more than 10 minutes late, you can claim an instant credit of your order value, up to £200. For orders above £200, additional fraud checks may be required and you will be required to speak to a dedicated Premium Care agent to claim the balance of your order credit. Fraud checks may take up to five business days, and may take longer in some cases. If an order arrives cold and is more than 10 minutes late, it will be covered by the On-Time Promise only. Credit cannot be redeemed on restricted products. Standard credit terms apply.

You will be notified of the outcome of your claim in the Deliveroo Website and/or App. You must claim your credit within 30 days of placing the order by clicking to claim your credit as directed in the App or by following the prompts to claim under your Order History. Any claims for credit will not be accepted after 30 days. Once claimed, you have 3 (three) months to redeem your credit. Any credit that remains unused after three months will be forfeited. Credit cannot be redeemed on restricted products. Standard credit terms apply.

How do I claim my On-Time Promise for Plus Diamond?

Plus Diamond customers can claim their Diamond On-Time Promise by going through the Deliveroo app or website. For orders below £200,you can claim by going to your Order History in your Account page and following the prompts to claim your credit. You have 30 days from when you placed your order to claim your On-Time Promise.  After you have claimed your credit, you will have 3 months to use it before it expires.

My order basket is over the £200 On-Time Promise cap. How do I receive my full On-Time Promise credit?

You can receive up to £200 through the Deliveroo app or website. For additional support, reach out to the Plus Premium Care agents.

My membership tier includes exclusive partners, why can’t I see any?

Our exclusive restaurants and stores are listed here. However, we are regularly updating the number of our Exclusive restaurants and stores, so check the app for updates.

My Plus Diamond membership includes exclusive events, what are these?

From time to time, you may receive an invitation to participate in a Deliveroo Plus Diamond exclusive event through the Deliveroo App or via email. Events may not be run in all locations, and Deliveroo makes no warranties about the availability of any events. There may be additional charges to attend an event and Deliveroo will not bear any travel or other costs incurred by you to attend an event. Event details and any eligibility criteria will be notified to you in the invitation. You must be opted in to receive event invitations. Events may be run by third parties and you may be directed to contact the third party for any questions surrounding the event.

Where can I ask questions about an upcoming Plus Diamond experience, or amend my booking?

Please contact Premium Care agents with any queries relating to Plus Diamond exclusive events and experiences. If the event is hosted by a third party, you may be directed to contact the event organiser directly.

My Plus Diamond membership includes Premium Care, what does this mean?

Deliveroo Plus Diamond members have access to a dedicated team of Premium Care agents that can address and respond to queries about your order, subscription or the Deliveroo Plus program. In some instances, Premium Care agents may not be available and your query will be dealt with by Deliveroo’s standard customer Care team. Deliveroo makes no warranties about the availability of Premium Care agents.  

Deliveroo Plus with Amazon Prime

If I am a Prime member, can I avail the offer for free Deliveroo Plus? 

Whilst you are an Amazon Prime member, you can get our Deliveroo Plus Silver membership for free for a year. This means that you can get unlimited free delivery from a huge range of restaurants on orders over £15 and free delivery from grocery and retail stores on orders over £25.

How do I redeem free Deliveroo Plus using my Amazon Prime account?

Head to http://deliveroo.co.uk/amazon-prime and click on ‘Claim with Amazon Prime.’ Log into your Deliveroo account, or create one. Then, enter your Amazon Prime details and sign-in. You’ll then see the ‘Welcome to Deliveroo’ screen which means you are ready to go.

Do the email addresses for my Deliveroo account and Amazon Prime account need to match?

No. During the redemption process, you will be asked to enter your Deliveroo credentials separately. 

What will happen to the free Deliveroo Plus subscription at the end of the 12-month offer?

If the offer is extended for free by Deliveroo and Amazon Prime at the end of the 12-month offer, we will communicate with you in advance. You will not be auto-renewed into a paid Deliveroo Plus subscription at the end of the offer unless you are switching to this offer from an existing Deliveroo Plus subscription. In the latter case, you will be switched back to your original Deliveroo Plus subscription at the end of the offer.

Why doesn’t Deliveroo recognise my Amazon Prime details? 

Double check you have entered your details correctly. If you are still unable to sign in, head to Amazon Support or select Customer Service at the top bar of the Amazon app or website.

I have a Deliveroo Plus membership already. Can I switch to get free Plus through Amazon Prime?

Yes, you can. Head to http://deliveroo.co.uk/amazon-prime and click on ‘Claim with Amazon Prime.’ Then, if prompted, sign into your Deliveroo account. You’ll then be asked to confirm that you want to switch plans. If you decide to switch and redeem the offer, at the end of the offer, you will be automatically switched back to your original Plus membership.

I have Deliveroo Plus Gold and am an Amazon Prime member. Can I still redeem the free Deliveroo Plus offer for Prime members?

Yes, you are still able to redeem the offer for free Deliveroo Plus if you are a Prime member. However, the offer for Prime members will only give you access to Deliveroo Plus Silver for free, which means you are only able to get free delivery from a huge range of restaurant orders over £15 and free delivery from grocery and retail stores on orders over £25 instead of orders over £10 like you’re used to at the moment. Therefore, if you usually place orders between £10 and £25, we recommend you stick with Deliveroo Plus Gold. If you decide to switch to Deliveroo Plus with Amazon Prime, the change will happen immediately. At the end of the offer, you will be automatically switched back to Deliveroo Plus Gold. 

I’m an Amazon Prime member, but I’ve accidentally cancelled my free Deliveroo Plus subscription. Can I re-subscribe? 

Yes you can. Head to http://deliveroo.co.uk/amazon-prime, make sure you’re signed into Deliveroo, and then follow the steps on the page. 

How long will I get free Deliveroo Plus with Amazon Prime? 

Your Deliveroo Plus membership offer with Amazon Prime will last for at least 12 months from when you start your Deliveroo Plus membership, so long as you remain an Amazon Prime member. If you end your Amazon Prime membership at any time during the offer period you will lose access to your free Deliveroo Plus. You can check how long you have left on your Deliveroo Plus membership in the Deliveroo Plus page under ‘My account.’

Deliveroo Plus with Revolut

If I am a Revolut customer, can I avail the offer for free Deliveroo Plus?

Eligible Revolut customers can enjoy a free Deliveroo Plus Silver subscription worth £3.49/month with a qualifying Revolut account (see here for qualifying Revolut accounts) as long as Revolut continues to make Deliveroo Plus Silver available as part of those plans.

How do I redeem free Deliveroo Plus using my Revolut account?

Follow the link found on the Deliveroo offer page in the Revolut app. Log into your Deliveroo account, or create one. Then, follow the on screen instructions to redeem the offer and complete the set up of your subscription.

Do the email addresses for my Deliveroo account and Revolut account need to match?

No. During the redemption process, you will be asked to enter your Deliveroo credentials separately.

What will happen to the free Deliveroo Plus subscription if I close my qualifying Revolut account?

If you close your qualifying Revolut account or if Revolut stop making Deliveroo Plus Silver available as part of your qualifying account, you will lose access to your free Deliveroo Plus subscription. You will be notified via email once your Deliveroo Plus subscription has ended.

I have a Deliveroo Plus membership already. Can I switch to get free Plus through Revolut?

Existing fee paying Deliveroo Plus subscription customers are able to redeem this offer (provided you have a qualifying Revolut account). Head to the Revolut app and follow the on screen instructions to redeem the offer and complete the set up of your free subscription. The change will happen immediately and no further payments for your existing Plus membership will be taken. At the end of the ‘free period’ or if you close your qualifying Revolut account, you will not be re-enrolled to your previous Deliveroo Plus subscription.

I have Deliveroo Plus Gold and am a qualifying Revolut customer. Can I still redeem the free Deliveroo Plus offer?

Yes, you are still able to redeem the offer for free Deliveroo Plus with Revolut. However, the offer for Prime members will only give you access to Deliveroo Plus Silver for free, which means you are only able to get free delivery from a huge range of restaurant orders over £15 and free delivery from grocery and retail stores on orders over £25 instead of orders over £10 like you’re used to at the moment. Therefore, if you usually place orders between £10 and £25, we recommend you stick with Deliveroo Plus Gold. If you decide to switch to Deliveroo Plus with Revolut, the change will happen immediately.

I’m a qualifying Revolut customer but I’ve accidentally cancelled my free Deliveroo Plus subscription. Can I re-subscribe?

Yes you can. Head to the Deliveroo offer page in the Revolut app and follow the on screen instructions to redeem the offer again.

How long will I get free Deliveroo Plus with Revolut?

Eligible Revolut customers can enjoy a free Deliveroo Plus Silver subscription with a qualifying Revolut account for as long as Revolut continues to make Deliveroo Plus Silver available as part of those plans (the 'free period'). If you downgrade to a Revolut product that does not qualify or if Revolut withdraws the offer, this Subscription will end. You will not be auto-renewed into a paid Deliveroo Plus subscription at the end of this Subscription.

Payments

What do I do if I have a charge I do not recognise?

Deliveroo finds that unrecognised charges can often be attributed to a friend, coworker, or family member using your payment method. We ask that you check with your family and friends to see if they may have used your card to place an order via Deliveroo.

Otherwise please visit https://deliveroo.co.uk/contact/ and click on "Contact Us" to complete the form with the following details.

  • Last four digits of the credit or debit card used
  • The card issuing company (such as Visa or MasterCard)
  • The expiry date of your card
  • The dates and amounts of the transactions
  • The country and currency registered to your card
  • The debiting party (eg. DELIVEROOCOUK, DELIVEROOIE)
  • The email address associated to your Deliveroo account (if user)

Why do I still see a charge for a cancelled order?

It may take a few days for the payment to disappear from your account statement, but don't worry – we won't take any money for this order. If you can still see the transaction on your bank statement after 3 working days please contact our support teams.

How do I check the status of my refund?

1) Your full or partial refund was processed shortly after you have placed the order but is not appearing on your bank statement.

If your refund was processed within 8 hours of placing your order, the payment will show as voided. This means you were never actually debited for your order. Instead, the funds for this transaction would have returned to general availability in your bank account after 72 hours.

2) You can't see the full amount of your refund returned on your bank statement?

If you've paid for your order partially with card and part credit, this might be the reason. Our refunds reflect the ratio of Deliveroo Credit to card payment that is used to place the original order. For example, If 50% of an order was paid for by credit, then 50% of any sized refund on that order will return to a customer's Deliveroo account as credit. If this was not the case then please visit https://deliveroo.co.uk/contact/ and click on "Contact Us" to complete the form with the following details

What is Klarna?

Klarna is now available on Deliveroo as a new way to pay at the checkout on orders over £30. You can pay now, pay later or spread the cost of your Deliveroo order over three payments.

To find out more about Klarna, see here. To read the full T&Cs, see here.

Food Safety

I was sick after consuming food. What do I do?

Food safety is a top priority for us, and we'd like to look into this for you. You can contact us through Order Help, or by visiting https://deliveroo.co.uk/contact/. Click on "Contact Us" to complete the form and provide us with answers to the following questions so our team can help:

  • Have you been sick after consuming your order?
  • What symptoms did you have?
  • What dish(es) did you eat/drink?
  • When did your symptoms start appearing, and how long did they last for?
  • Did you seek medical attention? If you visited a doctor, please let us know of any medicine they prescribed for you
  • Did anyone else who shared your meal feel unwell afterwards?

If you could also please let us know if you give consent to pass your contact details (name, phone number, and email) on to the restaurant for further investigation. 

I found a foreign object in my food. What do I do?

You can contact us through Order Help, or by visiting https://deliveroo.co.uk/contact/. Click on "Contact Us" to complete the form and provide us with answers to the following questions so our team can help:

  • What was the unexpected object you found?
  • Where did you find the object?
  • Did you eat/drink the affected item(s)?
  • Clear photographs of the object and affected item(s)

If you could also please let us know if you give consent to pass your contact details (name, phone number, and email) on to the restaurant for further investigation. 

I had an allergic reaction after consuming my food

If you experienced an allergic reaction after consuming your order please contact us through Order Help, or by visiting https://deliveroo.co.uk/contact/. Click on "Contact Us" to complete the form and provide us with answers to the following questions so our team can help:

  • What dish(es) did you eat/drink?
  • What symptoms did you have?
  • When did your symptoms start appearing, and how long did they last for?
  • Did you seek medical attention? If you visited a doctor, please let us know of any medicine they prescribed for you
  • Do you have any allergies? If so, please list them
  • If you have allergies, did you let the restaurant know about them?
  • Did you check the allergy information before you ordered? If so, please tell us where you found this information.

If you could also please let us know if you give consent to pass your contact details (name, phone number, and email) on to the restaurant for further investigation. 

Complaints about a Rider

If you had an issue with one of our riders you would like to let us know about, you can contact us through Order Help, or by visiting https://deliveroo.co.uk/contact/. Click on "Contact Us" to complete the form and provide us with answers to the following questions so our team can help:

  • a short description of the incident;
  • location of the incident (town/city and street);
  • time and date of the incident (the more specific, the better);
  • whether this was a Cyclist/Scooter/Motorbike/Car; and 
  • anything else that can help us to identify the rider.

We will investigate the matter and a member of our team will reach out to you.

Community Guidelines

At Deliveroo we want our customers, riders and restaurant and grocery partners to have the best possible food delivery experience. At the same time, we want to ensure that the communities we work with are safe. These guidelines are designed to help ensure that everyone who uses the Deliveroo platform has a safe and positive experience. 

Customers

Be respectful: Our riders are at the heart of our business, collecting food from our restaurant and grocery partners and delivering it to your door. We ask that you treat riders with respect and report any behaviour that you find unprofessional to us directly by contacting Customer Support, so we can take appropriate action. We want everyone who uses Deliveroo to have a great experience, and being respectful to one another is key. 

Be prompt: When you receive a notification that your rider is on their way to you, please ensure that you are ready to collect your food at the time indicated in the app. This is so that our riders do not have to spend time waiting around for customers to come and collect their food when they could be working. Additionally, we ask that you use ‘Delivery notes’ at checkout to indicate where you would like your food to be delivered to, so that your rider does not have to search for your location.

Fraud: Fraudulent activity undermines the trust that we have built with our community. Committing fraud is a criminal offence. We have a number of measures in place to monitor fraudulent activity from customers, as well as riders and restaurants and grocery partners. If an account is found or suspected to be engaging in fraudulent activity, we will take action which may result in:

  • Deactivation of your Deliveroo account; and/or
  • Escalation to the relevant authorities. 

How we investigate potential infringement 

If we are made aware of a customer who is acting in breach of these guidelines, we will investigate the report before taking any action on the account. These investigations are always led by someone on our team, and customers will always be notified if we decide to take any action. We have shared similar guidelines with riders, which you can read about here, and restaurants and grocery partners, which you can read about here

Table Service

Why are you stopping Table Service?

As Covid restrictions have been relaxed and most restaurants no longer require customers to order at their table, we'll no longer be offering table service. You'll still be able to order for pick up and delivery.

Why are you stopping Table Service?

No, customers will still be able to place orders for pick up and delivery as normal.

Top Up Orders

What is the top up order feature?

After placing a restaurant order, you may be able to place an additional order of grocery items from selected grocery and specialist partners (if available in your geographic zone) without incurring any additional service fees.

You’ll see a timer on your screen showing you how long you have to place your additional order. If you place and pay the order before the timer reaches zero, the service fee for the second order will be waived.

Will any other fees apply to my top up order?

Minimum order value is still applicable to all these orders, so if your order doesn’t meet this amount you’ll be charged a small order fee. 

Delivery fees will be charged if applicable.

Will minimum order values apply to my top up order?

Yes. You’ll be informed on this amount before confirming your order.

Will my orders be delivered at the same time?

Your top up grocery order will be delivered by a separate rider, and you can track the progress of both of your orders in the app. 

Will placing a top up order affect my restaurant order?

No. You place a top up order only after your restaurant order has been accepted by the restaurant, and this will be classed as a separate order, from a different partner. 

What happens when the timer runs out?

Your items will still be in your basket, but you will no longer benefit from the free service fee. Both, delivery and service fees will apply to that order if you choose to check out.

Public authority requests

How can a public authority submit a request for information to Deliveroo?

We have a dedicated team that responds to requests for information from public authorities.

Whether you’re the police or other law enforcement, labour, tax, social security, environmental, competition, food safety or health & safety authority, please see here for further information on how to submit your request.

Not a public authority?

  • If you are a Customer and need help with your order, the fastest way is to contact Customer Service using the Deliveroo app or website. Go to Order History, select a recent order and then use Order Help. If you need help with something else, read our FAQ page for answers to common questions.
  • Private parties (including prospective litigation claimants and defendants) looking to submit a request for information related to a legal matter should send their request to the registered office of the relevant Deliveroo company.
  • Riders, Restaurants, Suppliers and other stakeholders looking to report any potential misconduct can contact Deliveroo via their standard communication channels, such as the Rider app, Restaurant Hub or by email.
  • Riders and customers looking to exercise their data protection rights can refer to our privacy policy on the respective rider or customer website for instructions on this.

App Account Data Deletion Requests

To request the deletion of your account and its associated data, please log into your Deliveroo Account and submit an account deletion request. This can be accessed by:

  1. Navigating to your account using the profile icon in the top-right of the Deliveroo web page
  2. Selecting Account details
  3. Scrolling to the bottom of the Account details page and selecting the Delete account option; and
  4. Following the prompts

Demande de suppression de données d'application

Pour demander la suppression de votre compte et des données associées, veuillez vous connecter à votre Compte Deliveroo et soumettre une demande de suppression de compte. Vous pouvez y accéder en:

  1. Naviguant vers votre compte en utilisant l'icône de profil en haut à droite de la page web Deliveroo
  2. Sélectionnant Détails du compte
  3. Défilant jusqu’en bas de la page Détails du compte et en sélectionnant l’option Supprimer le compte; et
  4. Suivant les instructions

Richiesta di cancellazione dei dati dell’applicazione

Per richiedere l’eliminazione del tuo account e dei dati associati, ti preghiamo di accedere al tuo Account Deliveroo e di inviare una richiesta di eliminazione dell’account. Puoi farlo:

  1. Accedendo al tuo account, utilizzando l’icona profilo in alto a destra nella pagina web Deliveroo 
  2. Selezionando Informazioni account
  3. Scorrendo fino in fondo alla pagina Informazioni account e selezionando l’opzione Elimina account; e
  4. Seguendo le istruzioni

Verzoek tot verwijdering van accountgegevens

Om een verzoek tot verwijdering van je account en de bijbehorende gegevens in te dienen, log je in op je Deliveroo-account en dien je een verzoek tot accountverwijdering in. Dit kan als volgt worden gedaan:

  1. Ga naar je account door op het profielpictogram in de rechterbovenhoek van de Deliveroo-website te klikken
  2. Selecteer Accountgegevens
  3. Scroll naar beneden op de pagina Accountgegevens en selecteer de optie Account verwijderen
  4. Volg de instructies