When our CEO, Will Shu, moved to London, he was surprised to discover a lack of high-quality food delivery options, despite the city’s diverse and exciting restaurant scene. This inspired him to find a way to connect customers with their favourite local restaurants, leading to the launch of Deliveroo in 2013.
Since then, we’ve been on a journey to bring you on-demand access to the best national dining chains and local independent restaurants, and have partnered with over 150,000 restaurants to make it easier than ever to order great food.
However, we know that consumer needs are constantly evolving, which is why, alongside the thousands of restaurants available on Deliveroo, we also offer a wide selection of grocery and retail options. This means you can get daily essentials like batteries, a pint of milk, or even a last-minute bouquet of flowers, delivered to your door in as little as 20 minutes. Our network of dedicated riders helps make all of this possible, ensuring every order arrives with care and efficiency. With more than 130,000 riders across 9 markets, we’re committed to providing you with fast, reliable and convenient delivery whenever you need it.
We try our best to make sure your Deliveroo experience is as smooth and enjoyable as possible, but we understand that sometimes things may go wrong. If you find that there’s an issue with your order once it’s been delivered, the quickest way to resolve this is by using the Order Help function in the Deliveroo app or website. To find this, simply go to ‘Order History’, select the relevant order, and report the issue you experienced.
If you’ve placed an order and realise that there’s a mistake, you can visit Order Help to make any amendments. From here, you can request to cancel your order, modify your delivery details or change the items you’ve ordered. Please note that although we always aim to accommodate your request, we can’t always guarantee this as the partner may have already started preparing your order and assigned a rider to it.
You can check the status of your order using the Order Tracker feature in the Deliveroo app or on the website. Once you checkout and your order has been confirmed, you’ll be able to see live updates from when the partner starts preparing your order, to when the rider picks it up and is on their way to you. Please note that it’s not possible to follow your rider’s journey when ordering from partners that arrange their own delivery, however, we will let you know when your order is on the way.
When you place an order, you may see up to four types of fees: a delivery fee, an extended delivery fee, a service fee, and a small order fee. These will be clearly listed alongside your total order fee before you check out, so you always know exactly what you’re paying.
The delivery fee is based on your location and will vary depending on your distance from the restaurant. Some restaurants use their own delivery drivers. In that case, the restaurant sets its own delivery fee.
You’ll see an extended delivery fee when you place an order with a partner that’s further away from your address. These long distance orders aren’t eligible for free delivery as our riders need to go the extra mile to get them to you, however, the extended delivery fee will be exclusively discounted for our Plus customers.
The service fee helps us continuously improve your Deliveroo experience. Collecting this fee allows us to develop new app features, increase our selection of restaurants, and provide you with 24-hour customer support.
A small order fee will only be applied to your basket if the total is less than the restaurant’s minimum spend. Charging this fee helps us make sure that all of our deliveries are sustainable for our partners and riders. You can remove this fee by adding more items to your basket to meet the minimum order value.
Deliveroo Plus is our subscription based membership plan that helps you get the most out of Deliveroo. By paying a monthly or annual fee, you’ll get free delivery from participating restaurants when you meet the minimum order requirements, alongside other benefits based on your plan. You’ll also benefit from exclusive perks and offers which aren’t available to other customers. You can sign up to Deliveroo Plus on our website or app.
There are three tiers available on Deliveroo: Plus Silver, Plus Gold and Plus Diamond. All customers can sign up to Plus Silver and Gold and selected customers can sign up to Plus Diamond. Monthly plans are available to all customers and annual plans are available to selected customers.
Fees on Deliveroo Plus
Subscription to Deliveroo Plus Silver costs £3.49 per month/£34.90 per year, and Deliveroo Plus Gold costs £7.99 per month/£79.90 per year. Please note that you can only sign up to Deliveroo Plus Diamond by invite only at this time.
Orders placed with Plus will be subject to service fees, and small order fees if applicable.
We’re committed to ensuring that all fees are clearly listed at checkout before you confirm your payment, so you’re always aware of exactly what you are paying. You can also get additional information by clicking on the 'i' symbol when you’re at checkout.
Managing your subscription
You can manage your subscription by going to ‘Account’, and then ‘Deliveroo Plus’. From here, you’ll be able to change your subscription payment method, see your next payment date or cancel your subscription.
Customers on a monthly subscription will be charged on the same date each month, unless you move between tiers or from a monthly to an annual plan. Customers on an annual subscription will be charged once your annual plan commences and on the same date annually after, unless you move between tiers or from an annual to a monthly plan. Monthly plans are available to all customers and annual plans are available to selected customers.
If you’re having trouble cancelling your subscription, please contact our Customer Care team.
Upgrading
Customers on a monthly plan can upgrade to a monthly plan on a higher tier (e.g. Silver monthly to Gold monthly) or switch to an annual plan on the same or a higher tier (e.g. Gold monthly to Gold annual). Your upgrade will take effect immediately.
Any remaining days from your previous Plus monthly plan will be taken off from your first payment. For example, if you switch from a Gold monthly plan with 10 days left on your subscription to a Gold annual plan, the cost of those remaining days will be taken off your first annual payment. You'll be charged the adjusted amount immediately, and then be billed at the standard Gold annual rate in subsequent years.
Customers on an annual plan can upgrade to an annual plan on a higher tier (e.g. Silver annual to Gold annual). Your upgrade will take effect immediately.
Any remaining days from your previous Plus annual plan will be taken off from your first payment. For example, if you switch from a Silver annual plan with 10 days left on your subscription to a Gold annual plan, the cost of those remaining days will be taken off your first annual payment. You'll be charged the adjusted amount immediately, and then be billed at the standard Gold annual rate in subsequent years.
Downgrading
Customers on a monthly plan can downgrade to a monthly or annual plan on a lower tier (e.g. Diamond monthly to Gold annual). Your downgrade will take effect at the end of your current plan period. For example, if you switch from a Plus Diamond monthly plan with 10 days left on your subscription to a Plus Gold annual plan, you’ll remain on Plus Diamond for 10 days, then transition to your Plus Gold annual plan and be charged.
Customers on an annual plan can downgrade to a monthly or annual plan on a lower tier (e.g. Diamond annual to Gold annual). Your downgrade will take effect at the end of your current plan period. For example, if you switch from a Plus Diamond annual plan with 10 days left on your subscription to a Plus Gold annual plan, you’ll remain on Plus Diamond for 10 days, then transition to your Plus Gold annual plan and be charged.
To switch your plan, follow the below steps:
If you’re upgrading, you’ll see a message confirming that you have started your subscription. If you’re downgrading, you’ll see a message confirming the switch. To check when your new plan will take effect, go to ‘My Subscription’.
Please note, if you switch Plus plans, your next billing date is subject to change. You can view any updates to your billing cycle in the ‘My Subscription’ section of ‘Deliveroo Plus’.
Can I get my money back if I want to cancel?
You can request a full refund within the first 14 days of your paid for period. If you cancel after this 14 day cooling off period, you won’t be refunded for a change of mind. If you have any questions or concerns with your subscription, please get in touch with our Customer Care team. This doesn’t affect your legal rights.
Order limits and sharing your account
You can place as many orders as you like, but please note that subscriptions are intended for use by individuals. 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.
Using Deliveroo Plus and Deliveroo for Work
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.
Applying your voucher
To apply your voucher, sign into your Deliveroo account, go to ‘Account’, and then ‘Vouchers and Credit’. If you’re an iOS user, tap ‘Add code’ on the top right corner of your screen or the ‘+’ button on the bottom right of the screen if you’re an Android user. When you’re given the option to add your new voucher code, paste the code and tap ‘Submit’. From there, follow the instructions to join Deliveroo Plus.
You can use your voucher if you’re already signed up to Plus, and your free period will automatically be applied to your subscription. If you’re not yet a Plus subscriber, you can sign up on our website or app.
My voucher code doesn’t work
Please get in touch with our Customer Care team, providing details of your voucher code and any error messages you’re receiving, and we can look into this for you.
I’ve accidentally cancelled my subscription. Can I re-subscribe?
No. You will not be able to re-subscribe with your free Plus voucher and you will lose access to your Plus benefits. If you would like to regain access to your subscription, you can sign-up to Plus again via the sign up page deliveroo.co.uk/plus.
I’ve applied my voucher, but I’m still seeing a delivery fee at checkout.
After you’ve added your voucher code, you still need to join Deliveroo Plus to get free delivery (on eligible orders). Go to ‘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.
You don’t deliver to my address, can I gift the Deliveroo Plus voucher to someone else?
Please check the terms and conditions for your voucher here to see if you’re able to gift this voucher.
Plus Silver costs £3.49 per month/£34.90 per year, and gives you free delivery on restaurant orders over £15 / retail orders over £25. You’ll also have access to Deliveroo Plus Rewards.
I’ve received Deliveroo Plus Silver for free in my account, what does this mean and can I cancel this offer?
You may receive an email or app notification from us offering you Deliveroo Plus Silver for free for three months. This won’t automatically renew onto a paid plan, so if you don’t 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, head to our website to sign up.
A minimum spend of £15 applies to restaurant orders, or £25 to grocery and retail orders. You can cancel at any time. Service fees and full Plus T&Cs apply, which you can find here.
Plus Gold costs £7.99 per month/£79.90 per year, and gives you free delivery on restaurant orders over £10 / retail orders over £15. Eligible orders are also covered by our On-Time Promise and can receive 10% credit back (on orders over £30).
What is the On-Time Promise for Plus Gold?
Eligible orders (not including redeliveries, pick-up orders or orders that are delivered directly by the restaurant partner) 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’ll be compensated with £5 credit to use on a future eligible order. On-Time Promise credit must be claimed within 48 hours of your order being delivered, and you can claim your credit as directed in the app or by following the prompts to claim under your order history. Once you’ve claimed your credit, you’ll have three months to redeem it. Any credit that remains unused after three months will be forfeited. Credit can't be redeemed on some restricted products, and standard credit terms here apply.
What is Credit Back?
Credit Back is available to Plus Gold subscribers, and applies to delivery orders over £30 from eligible restaurants. You’ll receive 10% of your basket subtotal back in credit, which will be applied directly to your account once your order has been delivered. This credit is available for three months. Please note, you can’t earn and redeem credit in the same order.
Some restricted products are excluded from both earning of Credit Back, and you can find further information here.
Using your credit
After your order has been 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 three 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. There’s no limit on how much credit you can accrue in your account, and any credit will be valid for three months from the date of issue.
Some restricted products are excluded from both redemption of Plus Credit Back, and you can find further information here.
Deliveroo Plus Diamond is available for selected users by invite only at this time.
What is Priority Delivery for Plus Diamond?
In some cases, eligible members 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 Plus Diamond, so you won’t need to pay for this. Please note that Priority Delivery is not available for orders that are delivered directly by the restaurant partner, and orders below the minimum spend will still be charged the applicable standard delivery fee.
Any fees for your order clearly listed at check-out before you confirm your payment, so you’re always aware of exactly what you are paying.
What is the On-Time Promise for Plus Diamond?
Eligible orders (not including redeliveries, pick-up orders or orders that are delivered directly by the restaurant partner) are covered by the On-Time Promise. This means that if an order is more than 15 minutes late, you can claim an instant credit of your order value, up to £100 on restaurant orders and £5 on orders from grocery and retail. For orders above £100, 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 15 minutes late, it will be covered by the On-Time Promise only. Credit can’t be redeemed on restricted products. Standard credit terms apply.
You’ll 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 three months to redeem your credit, and any credit that remains unused after three months will be forfeited. Credit can’t be redeemed on restricted products, and you can find further information on this here.
For certain orders over £100, if your rider can’t locate you then the order will be returned to the store and the rider won’t try to leave the order in a safe place. You’ll be refunded for the price of the item/s, and for any service or delivery fees you have paid. If you have paid partly by way of a Deliveroo voucher or Deliveroo credit, the method of refund will reflect the ratio of Voucher or Credit to card payment that is used. For example, if 50% of an order was paid for by credit, then 50% of the refund on that order will return to your account as credit.
Claiming your On-Time Promise for Plus Diamond
Plus Diamond members can claim their On-Time Promise by going through the Deliveroo app or website. For orders below £100, 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 three months to use it before it expires.
For orders above £100 please reach out to the Premium Care team through your app.
Plus Diamond exclusive partners
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.
Plus Diamond exclusive events
You may receive an invitation through the app or via your email to participate in a Plus Diamond exclusive event. 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.
For any queries relating to an upcoming event, please contact the Premium Care team. If the event is hosted by a third party, you may be directed to contact the event organiser directly.
Plus Diamond and Premium Care
Plus Diamond members have access to a dedicated team of Premium Care agents that can help with 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.
If you have an Amazon Prime membership, you can Deliveroo Plus Silver membership for free for a year. This gives you 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.
To sign up, head to http://deliveroo.co.uk/amazon-prime and click on ‘Claim with Amazon Prime.’ Log into, or create, your Deliveroo account. Enter your Amazon Prime details and sign in, and you’ll see the ‘Welcome to Deliveroo’ screen.
If the offer is extended for free by Deliveroo and Amazon Prime at the end of the 12 month offer, we’ll let you know in advance. You won’t 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. If that’s the case, you’ll be switched back to your original Deliveroo Plus subscription at the end of the offer.
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.’
Issues logging in
If you’re having any problems logging in, 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. You don’t need to have the same email address for your Deliveroo account and Amazon Prime account.
I have a Deliveroo Plus membership already. Can I switch to get free Plus through Amazon Prime?
If you already have a Deliveroo Plus subscription, you can still get free Plus Silver through Amazon Prime. 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?
If you have a Plus Gold subscription, you can still redeem this offer but please be aware this will make you a Plus Silver subscriber. This entitles you to free delivery on restaurant orders over £15 and free delivery from grocery and retail stores on orders over £25. 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.
If you’re a Blue Light Card member, you can get Deliveroo Plus Silver membership for free for a year. This means that you can get free delivery on eligible restaurant orders over £15 and on eligible grocery orders over £25.
To redeem the offer, please follow these steps:
Current Plus Silver Subscribers
If you’re already signed up to a Deliveroo Plus silver subscription, you can still redeem this offer. Go to the Blue Light Card app or website 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’ you will not be re-enrolled to your previous Deliveroo Plus subscription.
Current Plus Gold Subscribers
If you have a Plus Gold subscription, you can still redeem this offer but please be aware this will make you a Plus Silver subscriber. This entitles you to free delivery on restaurant orders over £15 and free delivery from grocery and retail stores on orders over £25. 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 your Blue Light Card, the change will happen immediately. At the end of the ‘free period’ you won’t be re-enrolled to your previous Deliveroo Plus subscription.
What is Deliveroo Editions?
Editions kitchens are specially designed hubs that bring together a selection of restaurants, built solely for delivery. They help us connect you with great food wherever you are, and give new chefs and popular restaurants a way to reach more people.
If a restaurant is part of Editions, you’ll see it labelled on the app or website. If it’s not an Editions kitchen, your order will come straight from the restaurant itself. Either way, you’ll always get fresh, local food delivered to you.
What is Editions trying to do?
We started Deliveroo Editions to bring great food to more people and help restaurants grow, without the costs of opening a new location. Our partners have to spend up to a million pounds to launch a new restaurant in a city centre, and the process can be tricky.
At the same time, we know our customers love having lots of choice and exploring different cuisines at home. Editions bridges the gap, giving customers a wider range of food options while helping restaurants reach more people, without the usual risks.
Is my meal different when it comes from Editions?
No. Editions kitchens use the same chefs, ingredients, and recipes as their standard restaurant locations.
What are top-up orders, and how do they work?
After you’ve placed a restaurant order, you might have the option to add another delivery from selected grocery or specialist partners nearby. If this is available, a timer will appear showing how long you have to place this second order without paying another service fee.
Top-up orders are separate from your restaurant order and will be delivered by a different rider. You can track both in the app.
Will any other fees apply to my top-up order?
Minimum order values still apply, and if your top-up order doesn’t meet this minimum, a small order fee may be added. Delivery fees might also apply, but you’ll see all charges before confirming your order.
What happens when the timer runs out?
If the timer runs out, the items in your basket will stay there, but service fees will apply if you decide to check out.
How do I invite my friends to use Deliveroo?
After you’ve placed your first order, we’ll email you an invite link to share with friends and family. To find out more, please visit our Terms and Conditions.
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:
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.
Unrecognised charges are often linked to family, friends and coworkers who have access to your account. If you have a charge on your account that you don’t recognise, please check with anyone who may have access to your account, and if you still don’t recognise the charge, please get in touch with our Customer Care team. You can contact us via Order Help, or click here to send us a message through our webform.
Please complete the ‘Get Help’ form with the following details:
We won’t take any money for your order, but it can take a few days for the transaction to disappear from your bank statement. If you still see the transaction on your bank statement after three working days, please contact us via Order Help.
If your refund (full or partial) doesn’t appear on your bank statement after ordering and was processed within eight hours, your payment will show as voided. This means that the money wasn’t withdrawn from your account. The transaction should appear on your bank statement within 72 hours.
If you can’t see the full amount of your refund returned on your bank statement, this is because you’ve partially paid for your order with card and credit.
Our refunds reflect the ratio of Deliveroo credit to card payment that is used to place your order. For example, if 50% of an order was paid by credit, then 50% of any refund on that order will return to your Deliveroo account as credit. If this doesn’t reflect on your refund, visit here and click ‘Contact Us’.
Klarna allows you to pay now, pay later or spread the cost of your Deliveroo order over three payments. Please note that this is only available for orders over £30.
To find out more about Klarna, visit here and to view our full Terms and Conditions, read here.
We take food safety claims extremely seriously and investigate them as soon as they’re reported. If you want to speak to us about a food safety concern, you can contact us via Order Help, or visit here and click ‘Contact Us’ to complete the ‘Get Help’ form.
Please let us know if you consent to sharing your contact details (name, phone number and email) with our partners for further review.
Please provide your answers in the form to the following questions to help us with your claim:
Please provide your answers in the form to the following questions to help us with your claim:
Please provide your answers in the form to the following questions to help us with your claim:
If you have an issue you want to raise about our riders, you can contact us via Order Help, or visit here and click ‘Contact Us’ to complete the ‘Get Help’ form.
Please provide the following information to help us with your claim:
Once we’ve received your report, we’ll investigate your comments and a member of our team will be back in touch.
Yes, we have a dedicated team ready to help you set up a Deliveroo for Work account.
With Deliveroo for Work, you can:
Contact us at corporate@deliveroo.co.uk or click here to get started.
The Deliveroo’s Choice banner highlights partners that have:
Partners can’t pay to be featured on this list.
At Deliveroo, we want to create a safe, enjoyable experience for our customers, riders, and partners. The guidelines below are designed to support that goal, and help to make sure that everyone in our community is treated fairly.
Be respectful: Our riders are the heart of Deliveroo, and we ask that you treat them with respect. If you experience any unprofessional behaviour, please get in touch with our Customer Care team and we’ll look into it. We want everyone using Deliveroo to have a positive experience, and the way we treat one another plays a big part in that.
Be prompt: Please be ready to collect your food at the time shown in the app so that your rider doesn’t have to wait. If your location is hard to find, you can add delivery notes at the checkout to help the rider reach you quickly.
Be honest: Fraud is a criminal offence, and it damages the trust we’ve built in our community. We monitor for fraudulent activity from customers, riders, and partners. If we suspect fraud, we’ll take action which may result in:
How do we investigate reports?
If we’re made aware of a customer who has gone against these guidelines, we’ll look into it before taking any action on their account. If we do need to take action, we’ll always let the customer know first. We’ve shared similar guidelines with riders, which you can read about here, and partners, which you can read about here.
We always aim to offer our customers the freshest products, delivered from our trusted grocery and retail partners straight to your door as fresh as you’d expect.
This is why we’ve introduced our fresh quality promise called Freshness Promise, to give you assurances over the freshness of your items and their best before dates.
The Freshness Promise covers selected items in the following categories:
All items should show no signs of spoilage, look and smell fresh.
If you are not satisfied that the item meets the standards set out above, or a Freshness Promise grocery item you’ve ordered has a best before date that is (i) the day of delivery or (ii) the next day, you can request a refund or credit on the Deliveroo app or website within 48 hours of your order - go to Order History, select a recent order and then use Order Help. Alternatively, you can contact us here and speak to one of our agents. Certain items with a naturally short shelf life are excluded from the expiry date assurance. If there is more than one best before, use by or expiry date on a product, it is the later date that is used.
Items with a naturally short shelf life and which are intended to be consumed on the day of delivery, or the following day, are excluded from the best before assurance. This means that they are not eligible for a refund if the only issue with the item is that the best before date is (i) the day of delivery or (ii) the next day. These items are:
These best before date exclusions do not affect your eligibility for a refund if your item does not meet the freshness promise set out above.
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?
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:
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:
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:
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: