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 an average of 32 minutes.

What is the story behind Deliveroo?

Deliveroo is a British tech success story. After moving from New York to London, our founder was surprised to find it was nearly impossible to get great quality food delivered. So he made it his personal mission to bring great restaurants closer to their customers.

We now operate in over 100 towns and cities across the UK, employing over 600 software engineers and employees in our UK headquarters, working with more than 8,000 partner restaurants and engaging 15,000 riders.

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. The only thing you will not find on Deliveroo is low-quality takeaway restaurants.

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. Feel free to tip your rider in cash.

Do I have to tip?

Whether you tip or not is completely up to you. You can tip in the app when placing your order or tip in cash when the rider delivers your food. Riders receive 100% of all tips.

Is there a minimum order value?

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.

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?

Unfortunately we don’t currently offer collection. Visit the homepage or the app to see which restaurants are available for delivery in your area.

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 contact us on support@deliveroo.co.uk and we’ll pass on your feedback to the restaurant.

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 contact us at support@deliveroo.co.uk or on +44 203 699 9977.

What if I want to add something to my order?

You can contact our Customer Service team via the Help function in the app or on +44 203 699 9977 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 or by calling +44 203 699 9977.

Your rider will always try to call you if there’s an issue once they reach your delivery address. If they’re unable to contact you, our Customer Service team will try and reach you via phone and email. Please check your emails during the delivery time for any updates.

If we can’t contact you and are unable to deliver the order, your rider will wait for up to 10 minutes before leaving. In this event, you’ll still be charged for your order. To prevent this from happening, it’s always a good idea to double-check your contact and address details.

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.

Anything else?

What if I have allergies?

If you have specific allergies and are concerned about any items on a menu, please check the Good To Know section of the restaurant menu or contact the restaurant directly.

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.

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 whether it has come from an Edition’s kitchen or not?

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 are we 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.

When do I get mine?

The global roll out is under way! Any lucky folks who're near a Deliveroo Editions can already order from restaurants like Motu, MEATliquor, Franco Manca and Busaba Eathai. But don't worry if there isn't an Edition near you yet, we're working on launching all over the UK, so watch this space.

Deliveroo Plus

How does it work?

Deliveroo Plus is a subscription programme which allows customers to pay a monthly fee of £7.99 instead of paying the £2.50 delivery fee on each Deliveroo order placed in the UK. Deliveroo Plus customers in eligible areas also receive access to regular exclusive offers from selected restaurants.

How do I sign up?

If you live within one of our launch cities - (Aberdeen, Aberystwyth, Aylesbury, Bangor, Basingstoke, Bath, Belfast, Berkhamsted, Birmingham, Bournemouth, Bradford, Brentwood, Brighton, Bristol, Bury, Camberley, Cambridge, Canterbury, Cardiff, Chelmsford, Cheltenham, Chester, Chichester, Colchester, Coventry, Crawley, Derby, Dundee, Durham, Edinburgh, Ellesmere Port, Exeter, Glasgow, Gloucester, Guildford, Harrogate, Hemel Hempstead, Hereford, High Wycombe, Hitchin, Horsham, Huddersfield, Hull, Inverness, Ipswich, Lancaster, Leeds, Leicester, Lincoln, Liverpool, London, Loughborough, Maidstone, Manchester, Milton Keynes, Newcastle, Newport, Northampton, Norwich, Nottingham, Oxford, Perth- Scotland, Peterborough, Plymouth, Portsmouth, Reading, Reigate, Royal Leamington Spa, Royal Tunbridge Wells, Rugby, Salisbury, Sevenoaks, Sheffield, Shrewsbury, Slough, Southampton, Southend on sea, Southport, St Albans, St Andrews, Stirling, Stoke-on-Trent, Stratford upon Avon, Swansea, Swindon, Torquay, Watford, Winchester, Windsor, Woking, Worcester or York) and meet the eligibility requirements, you will be provided with information about how to sign up when you log in to our website or app.

I can’t see the option to sign up? Am I not eligible?

At the moment Deliveroo Plus is only available to existing Deliveroo customers who are placing orders to be delivered in one of the cities in which Deliveroo Plus is available. Customers outside of these cities will not see the option to sign up to Deliveroo Plus. However once you are a registered member you can place an order anywhere in the United Kingdom.

Orders placed outside the UK will not be eligible for the benefits of Deliveroo Plus.

Why am I not able to receive a free trial to Deliveroo Plus?

As a Deliveroo Plus member, you will also be eligible for a free trial to Deliveroo Plus provided that you:

  • Have not previously redeemed a free trial for Deliveroo Plus
  • Have a unique mobile phone number, verified via SMS during sign up to Plus
  • Have not already signed up to Deliveroo Plus with the credit card you wish to sign up with

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

There is no limit on the number of orders you can place with Deliveroo Plus. However it is intended for individual use and all orders on this service are required to remain in line with Deliveroo’s Terms and Conditions of Service.

How can I manage my subscription?

To monitor and manage your Deliveroo Plus subscription, simply go to the Account section of our website or app and then to the Deliveroo Plus section. From there, you will be able to view information relevant to your account, including the remaining time on your free trial or next payment date.

When will I be charged?

The first (and subsequent) payments for Deliveroo Plus will be taken up to 24 hours after your free trial (or paid) period ends. For example, if your free trial period for Deliveroo Plus ends at 2pm on 14 February, your payment method will be charged with £7.99 at 2pm on 14 February for the next subscription period of 14 February to 14 March.

The dates of each planned payment are listed on your Account page on our website or in the app.

How do I receive Restaurant Offers?

Deliveroo Plus customers in some areas may receive an email each month containing a set of offers for discounts on orders placed at participating restaurants on Deliveroo. If there are offers happening in your area, we’ll let you know via email.

Why have I not received any Restaurant Offers?

To be eligible to receive these offers, your location must be in the delivery range of at l least one of the restaurants participating in the programme each month. So, we’ll only send you offers that apply to your area.

How do I redeem Restaurant Offers?

You can redeem an offer by entering the voucher code from the email at checkout or from the ‘My Account’ section of the site/app.

Why can’t I redeem a Restaurant Offer?

Deliveroo Plus Restaurant Offers can only be redeemed by customers with an active Deliveroo Plus subscription. Each voucher can only be redeemed once. Offers are subject to their own terms and conditions, which will be stated within the email containing the offers.

You can add the voucher to your account for 30 days from receipt of the offer. Vouchers remain available to redeem for 7 days once added to your account.

Can I share my account with multiple users?

Deliveroo Plus is intended for individual customers only. Sharing your Deliveroo Plus subscription is a violation of your subscription terms and may mean we review your account in line with Deliveroo’s Terms and Conditions of Service.

How can I cancel my subscription?

Should you choose to end your Deliveroo Plus subscription, you can do this via the ‘My Account’ page of our website or app, or by contacting the Deliveroo Customer Support Team at support@deliveroo.co.uk or on +44 203 699 9977.

I cancelled by mistake, can I restart my subscription?

If you accidentally cancelled your subscription and wish to remain with the service, you must take out a paid subscription by signing up from the ‘My Account’ section of the website or app. If you cancelled during your free trial period, you will no longer be eligible to use the remaining time on this offer.

Can I change the payment date?

It’s not currently possible to change the date on which you’ll be charged for your Deliveroo Plus renewal.

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

Should you choose not to continue with your Deliveroo Plus subscription you are eligible for a full refund within the first 14 days of your first paid for period. If you choose to cancel your subscription after the 14 day cooling off period, you will not receive a refund for your subscription.

Please contact the Deliveroo Customer Support Team at support@deliveroo.co.uk or on +44 203 699 9977.

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

The benefits of Deliveroo Plus are not applied to orders placed using Deliveroo for Business company allowance. If you have a company allowance on your account, you can still receive the benefits of Plus on personal orders placed without credit.


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