Last updated 30 March 2021
This policy forms part of your agreement with Deliveroo. We will investigate and may take action (including suspending the provision of our services) if you breach these obligations.
Purpose: At Deliveroo we want our partners, riders and customers to have the best possible food delivery experience with us - that means keeping the communities we work with safe too. This policy sets out how we expect our partners to work with riders, customers and communities.
A great customer experience is one of the biggest drivers of order growth for your business.
That’s why, when handling your orders, we ask you to:
Keeping our communities safe is our number one priority. We have a number of policies you need to follow to make sure that customers have the best possible experience when they use Deliveroo.
These policies include:
To view Deliveroo’s other partner policies, use the left-hand navigation on this page.
As one of our partners, riders will be going in and out of your site(s) to pick up orders and deliver them to customers. We ask that you treat riders with respect and report any behaviour that you find unprofessional or intimidating to us directly, so we can take appropriate action.
To work with riders professionally, we ask that you:
We also ask you to be respectful when dealing with Deliveroo representatives. Our teams are here to support you, but we take a no-tolerance approach to any abusive, inappropriate or discriminatory behaviour towards them.
If we are made aware of a partner who is acting in breach of these guidelines, or any other clause in their contract, we will investigate the report before taking any action on the account, and partners will be notified if we decide to take any action.
Last updated 30 March 2021
This policy forms part of your agreement with Deliveroo. We will investigate and may take action (including suspending the provision of our services) if you breach these obligations.
Purpose: Deliveroo wants every customer to enjoy their version of amazing; however, we appreciate that things don’t always go to plan. This policy sets out what we expect partners to do if things go wrong.
Last updated 30 March 2021
This policy forms part of your agreement with Deliveroo. We will investigate and may take action (including suspending the provision of our services) if you breach these obligations.
Purpose: We take customer safety very seriously and we’re confident that our partners do too. Stringent food hygiene processes are essential to ensuring customers are safe and their food is amazing. This policy sets out the food hygiene and safety standards that we expect partners to meet in order to sell their products through the Deliveroo platform.
You are responsible for ensuring that the products that you sell are safe and compliant with applicable law. If you are uncertain about any legal requirements, please seek advice from an expert.
We expect you to have food safety procedures in place that deal with all aspects of food safety and hygiene for your business in compliance with food hygiene laws and regulations, including:
Last updated 30 March 2021
This policy forms part of your agreement with Deliveroo. We will investigate and may take action (including suspending the provision of our services) if you breach these obligations.
Purpose: It’s critical to Deliveroo that all its partners operate in a way that is safe, responsible and legally-compliant. This policy sets out the types of registrations, licences and permits that you may require in order to sell products through the platform. It is not intended to be an exhaustive list.
A licence may be required in order for certain licensable activities to be carried out, for example, for:
It is your responsibility to ensure that you have all appropriate registrations, licences and permits in place for your business. It is also your responsibility to comply with all conditions and requirements of your registrations, licences and permits.
In the event that we reasonably believe that you do not have appropriate registrations, licences and permits in place or that you have not complied with the requirements of those registrations, licences or permits, we reserve the right to immediately suspend the provision of our services without notice.
Last updated 30 March 2021
This policy forms part of your agreement with Deliveroo. We will investigate and may take action (including suspending the provision of our services) if you breach these obligations.
Purpose: Deliveroo believes customers should be able to make informed choices when they want an amazing meal delivered to their homes. This policy sets out the information standards that we expect partners to meet in order to sell their products through the platform.
You are responsible for ensuring the accuracy, completeness and compliance with applicable laws or regulations (in particular in respect of providing information required by applicable consumer laws) of all information input about Menu Items for publication on the platform - even where Deliveroo inputs such information on your behalf.
You are responsible for ensuring that the products that you sell are safe and compliant with applicable law. If you are uncertain about any legal requirements, please seek advice from an expert.
Alongside applicable law, these are the standards that we expect you to meet:
Food information requirements: You must ensure that all mandatory food information is available to the customer before they buy and when it is delivered to them. For example, your staff should be trained to respond to telephone queries from customers about mandatory food information and you should have in place a method for this information to be available upon delivery.
Regulated Descriptions: Certain descriptions and foods may be controlled by specific regulations. For example, use of terms such as ‘organic’ or ‘gluten free’ may not be used unless the food meets the relevant regulatory requirements and care must be taken when referring to foods with protected descriptions, such as chocolate, meat products (sausages, burgers and pies), olive oil, wine and spirits; as well as foods with a protected geographical indication (e.g. Wensleydale cheese), protected designation of origin (e.g. Stilton) or traditional speciality guaranteed (e.g. farm fresh turkey). If you are uncertain about the use of regulated descriptions or where they may apply, please seek advice from an expert.
Age Restricted Products: When you list age restricted items on Deliveroo, it is your responsibility to ensure that they are correctly tagged as “age restricted”, so that riders are aware that the order contains these items and can carry out age verification checks. Examples of age restricted items vary by location, but will include, for example alcohol and tobacco.
If providing menu updates to Deliveroo to update on your behalf, you must clearly mark age restricted items on the menu you submit to Deliveroo.
Whether your menu is updated through Menu Manager, or by providing updates to Deliveroo, it is your responsibility to confirm and ensure that your age restricted menu items are tagged correctly. If we believe that any of your menu items are not accurately tagged as age restricted, we reserve the right to tag the items or remove them from the platform. You can learn more about how to ensure age restricted items are correctly tagged here.
Marketing Claims and Nutrition and Health Claims: You must be able to substantiate any marketing claims that you make about your food. You should take into account any relevant guidance, for example around the criteria for using certain terms such as ‘fresh’, ‘pure’ or ‘natural’ in food labelling and advertising codes.
Misleading Descriptions: All information that you provide about the food that you sell must be accurate, clear and easy to understand so that customers can make informed food choices based on diet, allergies, personal taste and cost. Information must not be misleading as to the food’s characteristics, nature, identity, properties, composition, quantity, durability, country of origin or method of manufacture or production.
Safe Ingredients: You are responsible for ensuring that the food that you sell is safe for human consumption, does not contain prohibited ingredients and complies with applicable compositional requirements, including rules relating to novel foods, GMOs and additives etc.
Last updated 1 April 2021
This policy forms part of your agreement with Deliveroo. We will investigate and may take action (including suspending the provision of our services) if you breach these obligations.
Purpose: The equipment used to access the Deliveroo platform is key to ensuring customers can get amazing food delivered to their homes. This policy sets out the rules governing your receipt and use of Deliveroo equipment accessing the platform. If there is any conflict between this policy and the terms of your agreement with Deliveroo (“Agreement”), the terms of that Agreement shall prevail.
Except where a partner uses its own equipment, Deliveroo will provide: (i) a tablet and printer unit; and (ii) appropriate charging cables to each of your sites (the “Equipment”).
You will own the Equipment once the full joining fee with respect to the relevant site has been received by Deliveroo as set out in your Agreement.
You are not to alter or remove any software installed on the device either by removing the application or by factory resetting the Equipment.
Faulty Equipment which cannot be repaired remotely will be replaced by Deliveroo (excluding charging cables which will not be replaced).
Deliveroo reserves the right to charge a reasonable fee for the replacement or repair of any Equipment, and Deliveroo reserves the right to send a different model or type of Equipment as a replacement.
Deliveroo’s decisions regarding maintenance and repair issues (including diagnosis of internet connectivity issues) are final.
Return of Equipment to Deliveroo
Deliveroo may require the return of Equipment where your Agreement is terminated prior to the full joining fee being paid.
In such cases, you will be asked to return the device to Deliveroo by shipping all Equipment to the address provided to you by Deliveroo. Deliveroo may charge you the balance of the joining fee if such returns are not made within a reasonable period of time.
Faulty Equipment
Deliveroo does not accept the return of faulty Equipment in any circumstances. We ask you to dispose of faulty Equipment responsibly. Deliveroo encourages you to recycle faulty Equipment wherever possible.
It is your responsibility to have a sufficient broadband connection with a minimum speed of 17mb, that is capable of WiFi connection to the tablet provided as part of the Equipment. You must not use public internet connections, internet extenders, dongles or other portable internet devices with the Equipment.
Your Equipment will be delivered to you by a third party courier company.
You will provide Deliveroo with a designated contact who will be responsible for receiving the package from the courier. Your designated contact shall provide Deliveroo a current mobile phone number and email address, which will be provided to the courier company.
Your designated contact will receive a notification by text and email, advising them when to expect the courier’s arrival. Your designated contact will be expected to monitor the arrival time of the Equipment. The courier will attempt to deliver the Equipment, but if delivery is not possible the courier will leave.
The designated contact will be responsible for notifying the courier company if the advised delivery time slot is not suitable and it will be the designated contact’s responsibility to arrange an alternate time/location for the package to be delivered directly with the courier company.
The courier provider will attempt to deliver the package twice over 2 days. If they are unable to deliver the package after two attempts, a penalty charge may be applied for all subsequent deliveries. Penalty charges incurred for failed deliveries or failed pickups you are responsible for will be paid by you at the penalty charge + sales tax. This charge will be added to your statement and will be deducted from your next payment.
If you have not received your package despite a confirmed delivery by the courier company, please contact your Partner Support team.
Last updated: 1 April 2021
This policy forms part of your agreement with Deliveroo. We will investigate and may take action (including suspending the provision of our services) if you breach these obligations.
Purpose: The use of Deliveroo’s brand is subject to partners complying with our brand guidelines. The key information you need is included below, however you can get further detail in our full brand guidelines which are available on request from brandcouncil@deliveroo.co.uk. This policy sets out the standards that we expect partners to comply with in order to use the Deliveroo brand.
Permission: You need to get permission from Deliveroo in writing if you want to use the Deliveroo brand. The Deliveroo brand should not appear alongside third party logos unless this has been expressly approved by Deliveroo in writing. Please contact brandcouncil@deliveroo.co.uk for all enquiries about using the Deliveroo brand.
Our logo: The Deliveroo logo (in both the English and Arabic versions) must be used consistently. It should not be tweaked, stretched or manipulated.
The logo is made up of two elements: the Roo symbol and the word mark. They must always sit together, generally with the text under the logo as shown below.
The logo should have an invisible boundary of clear space around it. Text or other visual elements must not encroach on it. The size of this boundary should be 1/3 of the total width of the logo.
The logo should not be displayed any smaller than the following minimum sizes: 15mm for print and 50px for digital.
The logo should only be used in teal and white. And when using a background it is best to use one of the core colours; teal, aubergine, white and kelp (see below). If the logo is placed on a partner’s brand colour please ensure there is sufficient contrast to allow the logo to be clearly visible.
When space is tight you can use the horizontal lock-up for narrow formats such as billboards and digital banners. Just as with our core logo, the horizontal lock-up should always be kept together, we do not break up our logo. The invisible boundary on the horizontal lock-up should be 1/6 of the length of the logo. The minimum size for print is 7mm and for digital the minimum size is 24px.