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Delivery Service Marketplace+ Service Pickup Service Menu Manager Payment Cycle - Contract Change Rewards Marketer

Delivery Service

Last updated: 14 January 2021

These terms

These terms apply to your access to and use of Delivery Service on www.deliveroo.co.uk and our mobile app (the Platform). This service is provided by Deliveroo or us (Roofoods Ltd company number 08167130). Roofoods Ltd’s registered address is The River Building, Level 1 Cannon Bridge House, 1 Cousin Lane, London EC4R 3TE.

By clicking “Accept” or by accepting a Delivery order on the Platform you confirm that:

You have authority to do so and to bind the person or company you are accepting for.
You accept our offer to provide the Delivery Service on these terms.
You agree to and will comply in full with these terms.
Your satisfactory completion of certain checks (including ID and food hygiene rating checks) required by Deliveroo from time to time is a condition of this contract coming into effect.

This forms a contract between you and Deliveroo, which commences on the later of the date of your acceptance and the date on which you have completed Deliveroo’s onboarding checks from time to time to Deliveroo’s satisfaction. You should save a copy of these terms for your records. We may make changes to these terms, so check back here from time to time. We’ll notify you of material changes before they happen. If you access or use the Delivery Service after being notified of a change, you’re deemed to have accepted that change.

You can procure other services (e.g. Marketplace+ or Pickup) from Deliveroo by agreeing and entering into a separate contract with us. Each additional contract entered into by you and Deliveroo shall form a separate agreement.

If you have questions about these terms or our Delivery Service please contact us through Restaurant Hub, either by submitting a "Help" form or by using Live Chat. You may also find answers to your questions here.

If we need to contact you, we’ll do so via the email address you have provided to us.

What is Delivery Service

Through its Delivery Service, Deliveroo will provide you with a real-time ordering process that enables customers to place orders with you for delivery on the Platform in the UK (Delivery Orders) from the site/s that you have chosen and we that have agreed to provide Delivery Services to (the Sites). We may agree to amend the Sites from time to time. Deliveroo will also provide Delivery Services and Customer Support Services for your Delivery Orders - see more on this below.

By signing up to Delivery Service, you authorise Deliveroo to act as your agent to solicit, promote and conclude contracts for Delivery Service orders in your name and on your behalf, and to collect customer payments owed to you in respect of those orders.

Customer payments made in respect of orders placed with you through the Delivery Service will be held by Deliveroo on your behalf; payment to Deliveroo settles the customer’s payment obligation to you for these orders.

Delivery Service Fees

Your use of Delivery Service is subject to our applicable service fee from time to time. Our service fee is calculated as a percentage of GMV (inclusive of VAT) per order, plus VAT at the prevailing rate (Delivery Service Fee).

We will pay you an amount equal to the GMV for your Delivery Orders during the relevant payment period, less the Delivery Service Fee, less any relevant adjustments for refunds paid to customers during the relevant payment period.

You will receive payments from us in accordance with our payment terms applicable in the country you operate in from time to time. We’ll make this payment by electronic bank transfer to the bank account you have nominated. You must cooperate with us so that we can comply with our VAT accounting obligations.

What we will do

If you are new to Deliveroo, when you accept these terms we will onboard you onto our Platform (including, if applicable, providing the equipment to you - see below). You agree that we may subcontract part of the onboarding process.
We will, subject to our rights to suspend your use of Delivery Service under these terms, display your site/s and menu items on the Platform as available for Delivery Orders.
We will facilitate and implement a real-time ordering process which will enable customers to place and pay for Delivery Orders on the Platform.
Provide support services for customers to deal with complaints or enquiries relating to Delivery Orders (Customer Support Service) through a professionally manned contact centre at no further cost to you.
Procure the delivery of Delivery Orders from you to the customer (Delivery Services) using delivery riders authorised by Deliveroo to carry out the Delivery Services (Riders).

What you must do

You must:

Onboarding and set-up

Comply with our Food Hygiene and Safety Policy.
Provide all information, materials and assistance reasonably required by Deliveroo to onboard you to the Platform or launch Delivery Service for you. You must ensure that the information you provide to Deliveroo and customers in or in respect of your use of Delivery Service is complete and accurate in all material respects.
If you are new to the Platform, provide us with accurate descriptions of menu items to be offered in Delivery Service (including any relevant allergen advice and applicable VAT amounts). You agree that

(a) We may make limited and reasonable edits to menu item descriptions from time to time (including where legally required); and

(b) To ensure a great customer experience the prices for the menu items you provide for display on the Platform should be the same as the prices for menu items published in your dine-in or in-store menu.

Display any Delivery Service signage provided by Deliveroo in accordance with our instructions.

Use of Delivery Service

Keep your menu up to date - by giving us at least three days’ notice of changes you require us to make for you or by making your own changes through Menu Manager.
Ensure that all relevant menu items are available to be ordered by a customer in a Delivery Order during your opening hours, and accept and reject Delivery Service orders as appropriate. Each Delivery Order must meet the applicable minimum Delivery Order value from time to time - if it doesn’t, Deliveroo may charge customers an additional fee.
Ensure that Delivery Orders are prepared using all due skill, care and diligence in line with best practice in your industry.
Ensure that all Delivery Orders are packaged in a way that avoids tampering, minimises spillages, and maintains the order at an appropriate temperature.
Prepare Delivery Orders promptly, accurately and in accordance with the timescales communicated via the Platform. In particular, you must ensure that menu items:

(a) correspond with the descriptions on the Platform (including indications that particular menu items are gluten free, nut free, or are suitable for vegetarians and/or vegans);

(b) are not harmful to health or the environment;

(d) are safely, securely and appropriately packaged at all times (including as reasonably required to withstand delivery); and

(e) are at an appropriate temperature for consumption by the customer.

Take account of any information relating to customer allergies provided with the Delivery Order.
Ensure that Delivery Orders are available for collection by our Riders in a timely manner.
Ensure that the order number on the Delivery Order packaging corresponds with the order number provided by Deliveroo before the Delivery Order is handed over to the relevant Rider.
Provide each customer with an official receipt for their Delivery Order (and a VAT receipt, if applicable) if requested.

Service Standards

Use reasonable endeavours to reject less than 1% of Delivery Orders received through the Platform.
Use reasonable endeavours to ensure that Delivery Orders are available for collection by our Riders at the time communicated on the Platform and to keep Riders waiting for Delivery Orders for no longer than five minutes.
Use reasonable endeavours to ensure that no more than 1% of Delivery Orders contain errors.
You should be available for orders for 98% of your opening hours on the Platform.

General Requirements

Maintain the security and confidentiality of any access credentials we provide to you at all times. You are responsible for the actions of any person using your access credentials.
Comply with all applicable laws and licensing, registration and approvals requirements at all times, and any and all Deliveroo policies made available to you from time to time.
Without prejudice to your general obligation above, you warrant that you have not and will not do anything that breaches any applicable code and/or sanction relating to the prevention or prohibition of bribery, money laundering and similar activities. You must immediately notify Deliveroo if you become aware of any breach of this clause.
Without prejudice to your general obligation above, you shall comply, and procure that all of your employees, contractors, agents and representatives comply, with applicable anti-slavery laws, as relevant to your use of Delivery Service and your fulfilment of Delivery Orders. You must use reasonable endeavours on a continuing basis to ensure that no form of slavery is takes place in your supply chains.
Cooperate with Deliveroo and provide, in a timely manner, such assistance and information as Deliveroo may reasonably require.

Equipment and joining fees

You will need a tablet and a printer to start accepting Delivery Orders. If you’re an existing customer, you can use your existing equipment.

For new customers, when signing up you will be given two options for equipment (you can find the latest pricing for each on our sign-up pages). Each option is subject to a one-off joining fee.

You can use your own device (which you are responsible for obtaining and maintaining).
You can lease a Deliveroo device. The risk in the device passes from us to you upon installation. We retain title to the device at all times. You must let us know of any faults with, or damage to, the device and give us access to your site during normal business hours to inspect, clean, repair, replace or remove the device. We may charge a reasonable fee for repairing or replacing a device. You must comply with our Equipment Policy.

We will make software available to you to use on the equipment so that you can use Delivery Service. This software constitutes Deliveroo IP (see below) and it remains our property at all times. You must promptly implement any patches, updates, upgrades and/or new versions of such software that we release from time to time.

Intellectual property

All rights, title and interest in and to Restaurant Hub, any software we provide for your use and any other materials we provide to you under or in connection with these terms are and shall at all times remain Deliveroo’s intellectual property (Deliveroo IP). We grant you a limited, non-exclusive, non-transferrable, non-sublicensable, revocable licence to use the Deliveroo IP in the country you operate in during the Term for the sole purpose of using Delivery Service.

You must not (and shall not permit any third party to):

copy, adapt, reverse engineer, decompile, modify or make error corrections to any Deliveroo IP other than with our express prior written consent;
breach, disable, tamper with, or develop or use any workaround for any security measure in any Deliveroo IP or otherwise do anything that disrupts any Deliveroo IP, Deliveroo or any person.

Deliveroo grants you a non-exclusive, royalty-free, non-sublicensable, non-transferable licence to use Deliveroo branding, which includes the “Deliveroo” logo, name and/or website address for the Term in the country you operate in to allow you to advertise Delivery Service at your sites. You must comply with any Deliveroo policy issued from time to time.

You grant us and our affiliates a non-exclusive, royalty-free licence to use your branding which includes your logos, name and website address(es) for the Term in the country you operate in. You warrant and undertake that your branding does not and will not infringe any third party intellectual property rights. We can use your branding on the Platform, for marketing purposes and as reasonably necessary to provide Delivery Service.

Except for these limited licences:

Deliveroo retains ownership of and all rights in and to Deliveroo branding; and
You retain ownership of and all rights in and to your branding.

We may collect data about your use of Delivery Service. By using Delivery Service you agree to us collecting and using this information. We may use this information for various purposes, including to improve, maintain, protect and develop our products, and to provide Services to you.

Suspension and termination

We may suspend your use of the Platform on giving you notice if we know or suspect you have breached these terms, or if we otherwise consider suspension reasonably necessary taking account of all relevant circumstances.

We will give you the reasons for the suspension where permitted by law. We will maintain the suspension until you have remedied the breach to our reasonable satisfaction or we no longer consider the suspension necessary in the circumstances.

These terms take effect on acceptance (see above) and continue until terminated by either party giving 30 days’ written notice to the other. If permitted by law and where we consider immediate termination necessary in the circumstances, we may give you written notice to terminate these terms with immediate effect.

Legal terms

SAVE AS SET OUT BELOW, WE EXCLUDE ALL LIABILITY TO THE MAXIMUM EXTENT PERMITTED BY LAW. WE HAVE NO LIABILITY FOR INCIDENTAL, CONSEQUENTIAL, DIRECT, INDIRECT OR SPECIAL DAMAGES OF ANY KIND OR FOR LOSS OF PROFITS, REVENUE OR BUSINESS ARISING OUT OF OR RELATING TO DELIVERY SERVICE, ORDERS PLACED BY CUSTOMERS USING DELIVERY SERVICE OR THESE TERMS.

Deliveroo will be responsible for customer claims that a Delivery Order has been spilled or crushed in the course of the Delivery Services or that it is not an appropriate temperature for consumption on delivery where the Delivery Services took more than 15 minutes (except where the Delivery Order wasn’t packaged in accordance with these terms).

Customers may be eligible for compensation in respect of a Delivery Order. Deliveroo will determine this in accordance with its Complaints Matrix from time to time. Refunds for which you are responsible under our Complaints Matrix will be deducted from our payment to you.

DELIVERY SERVICE IS OTHERWISE PROVIDED AS-IS. WE DISCLAIM ALL WARRANTIES AND CONDITIONS, EXPRESS, IMPLIED, OR STATUTORY, WITH RESPECT TO DELIVERY SERVICE INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, QUIET ENJOYMENT, AND NON INFRINGEMENT OF THIRD-PARTY RIGHTS.

Each party shall not at any time during this agreement and for a period of two years after termination of this agreement, use or disclose to any person any confidential information concerning the business, affairs, customers, clients or suppliers of the other party, except as necessary to perform its obligations or exercise its rights under these terms. A party may disclose the other’s confidential information if required by law, provided it notifies the other in advance where permitted.

These terms are the entire agreement between us in relation to Delivery Service. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation based on any statement in these terms.

A delay in enforcing these terms is not a waiver. If part of these terms is found to be illegal or unenforceable, the rest of the terms remain in force. These terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999. Neither of us will be in breach of these terms or liable for delay in performing, or failure to perform, any of its obligations under these terms if the delay or failure results from events, circumstances or causes beyond our reasonable control.

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction in respect of any dispute or claim arising out of or in connection with these terms. If you wish to raise a dispute in connection with these terms you may do so in connection with our Support Policy.

Data protection

We will each comply with the following with respect to data protection.

1. DEFINED TERMS

Controller, Data Subject, Personal Data and processing all have the meanings given to them in DP Laws (and related terms like process have corresponding meanings).

Complaint a notice, complaint or request relating to the obligations of either party under DP Laws that is relevant to the Protected Data.

Data Subject Request a Data Subject’s request to exercise their rights under DP Laws.

DP Laws any law, enactment, regulation, regulatory policy, by law, ordinance or subordinate legislation relating to the processing, privacy, and use of Personal Data, that applies to the Partner, Deliveroo and/or the Delivery Service, including (a) any laws or regulations implementing EU Directives 95/46/EC (Data Protection Directive) or 2002/58/EC (ePrivacy Directive); and (b) the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and all relevant Member State laws giving effect to or corresponding with the GDPR, in each case, as in force and applicable.

Protected Data Personal Data received from or on behalf of the Customer for the purposes of placing a Delivery Service order.

Supervisory Authority any local, national or multinational agency, department, official, parliament, public or statutory person or any government or professional body, regulatory or supervisory authority, board or other body responsible for administering DP Laws.

2. USE OF PROTECTED DATA

We will give you the details of the customer’s Delivery Service order to allow you to process and fulfil it (Order Info). You must not access or use any Order Info for any purpose other than the fulfilment of the Delivery Service order to which it relates in accordance with these terms.

We will also provide access to Protected Data at your request if you reasonably require access to deal with a customer Complaint or respond to a Data Subject Request.

3. PROTECTED DATA OBLIGATIONS

The parties acknowledge and agree that, in respect of the Protected Data, each party is an independent controller. Each party shall comply with DP Laws and its obligations under these terms in connection with the access to and use of Protected Data.

Each party may deal at its discretion with all Data Subject Requests and Complaints that it receives directly from a Data Subject or the person making the Complaint.

Each party agrees to provide reasonable and prompt assistance to the other party as necessary to assist the other party to ensure compliance with its obligations under DP Laws and enable the other party to comply with Data Subject Requests and/or respond to other queries or Complaints received from Data Subjects or Supervisory Authorities, in each case related to the Protected Data.

To the extent permitted by law, you must not issue any public statement or notification about Protected Data without first obtaining Deliveroo’s consent.

Marketplace+ Service

Last updated: 14 January 2021

These terms

These terms apply to your access to and use of Deliveroo’s Marketplace+ Service on www.deliveroo.co.uk and our mobile app (the Platform). This service is provided by Deliveroo or us (Roofoods Ltd company number 08167130). Roofoods Ltd’s registered address is The River Building, Level 1 Cannon Bridge House, 1 Cousin Lane, London EC4R 3TE.

By clicking “Accept” or by accepting a ‘Delivery’ order on the Platform you confirm that:

You have authority to do so and to bind the person or company you are accepting for.
You accept our offer to provide the Marketplace+ Service on these terms.
You agree to and will comply in full with these terms.
Your satisfactory completion of certain checks (including ID and food hygiene rating checks) required by Deliveroo from time to time is a condition of this contract coming into effect.

This forms a contract between you and Deliveroo, which commences on the later of the date of your acceptance and the date on which you have completed Deliveroo’s onboarding checks from time to time to Deliveroo’s satisfaction. You should save a copy of these terms for your records. We may make changes to these terms, so check back here from time to time. We’ll notify you of material changes before they happen. If you access or use the Marketplace+ Service after being notified of a change, you’re deemed to have accepted that change.

You can procure other services (e.g. Delivery Service or Pickup) from Deliveroo by agreeing and entering into a separate contract with us. Each additional contract entered into by you and Deliveroo shall form a separate agreement.

If you have questions about these terms or our Marketplace+ Service please contact us through Restaurant Hub, either by submitting a "Help" form or by using Live Chat. You may also find answers to your questions here.

If we need to contact you, we’ll do so via the email address you have provided to us.

What is Marketplace+

Through its Marketplace+ Service, Deliveroo will provide you with an online ordering process that enables customers to place orders with you for delivery on the Platform in the UK (Delivery Orders) from the site/s that you have chosen and we that have agreed to provide Marketplace+ Services to (the Sites). The Delivery Orders will be delivered by your own fleet of delivery riders (Riders). We may agree to amend the Sites from time to time. Deliveroo will also provide Customer Support Services for your Delivery Orders - see more on this below.

By signing up to Marketplace+ Service, you authorise Deliveroo to act as your agent to solicit, promote and conclude contracts for Marketplace+ Service orders in your name and on your behalf, and to collect customer payments owed to you in respect of those orders.

Customer payments made in respect of orders placed with you through the Marketplace+ Service will be held by Deliveroo on your behalf; payment to Deliveroo settles the customer’s payment obligation to you for these orders.

Marketplace+ Service Fees

Your use of Marketplace+ Service is subject to our applicable service fee from time to time. Our service fee is calculated as a percentage of GMV (inclusive of VAT) per order, plus VAT at the prevailing rate (Marketplace+ Service Fee).

We will pay you an amount equal to the GMV for your Delivery Orders during the relevant payment period, less the Marketplace+ Service Fee, less any relevant adjustments for refunds paid to customers during the relevant payment period.

What we will do

If you are new to Deliveroo, when you accept these terms we will onboard you onto our Platform (including, if applicable, providing the equipment to you - see below). You agree that we may subcontract part of the onboarding process.
We will, subject to our rights to suspend your use of Marketplace+ Service under these terms, display your site/s and menu items on the Platform as available for Delivery Orders.
We will facilitate and implement an online ordering process which will enable customers to place and pay for Delivery Orders on the Platform (Marketplace+ Services).
Provide support services for customers to deal with complaints or enquiries relating to Delivery Orders (Customer Support Service) through a professionally manned contact centre at no further cost to you.

What you must do

You must:

Onboarding and set-up

Comply with our Food Hygiene and Safety Policy.
Provide all information, materials and assistance reasonably required by Deliveroo to onboard you to the Platform or launch Marketplace+ Service for you. You must ensure that the information you provide to Deliveroo and customers in or in respect of your use of Marketplace+ Service is complete and accurate in all material respects.
If you are new to the Platform, provide us with accurate descriptions of menu items to be offered in Marketplace+ Service (including any relevant allergen advice and applicable VAT amounts). You agree that

(a) We may make limited and reasonable edits to menu item descriptions from time to time (including where legally required);

Display any Marketplace+ Service signage provided by Deliveroo in accordance with our instructions.
You are responsible for setting the fee that consumers pay for delivery and the delivery radius within which your riders will deliver Delivery Orders.

Use of Marketplace+ Service

Keep your menu up to date - by giving us at least three days’ notice of changes you require us to make for you or by making your own changes through Menu Manager.
Ensure that all relevant menu items are available to be ordered by a customer in a Delivery Order during your opening hours, and accept and reject Marketplace+ Service orders as appropriate. You are responsible for setting the minimum Delivery Order value.
Ensure that Delivery Orders are prepared using all due skill, care and diligence in line with best practice in your industry.
Ensure that Delivery Orders are packaged in a way that avoids tampering, minimises spillages, and maintains the order at an appropriate temperature.
Prepare Delivery Orders promptly, accurately and in accordance with the timescales communicated via the Platform. In particular, you must ensure that menu items:

(a) correspond with the descriptions on the Platform (including indications that particular menu items are gluten free, nut free, or are suitable for vegetarians and/or vegans);

(b) are not harmful to health or the environment;

(d) are safely, securely and appropriately packaged at all times (including as reasonably required to withstand delivery); and

(e) are at an appropriate temperature for consumption by the customer.

Take account of any information relating to customer allergies provided with the Delivery Order.
Ensure that the order number on the Delivery Order packaging corresponds with the order number provided by Deliveroo before the Delivery Order is handed over to the relevant Rider.
Ensure that your Riders deliver the orders to the address specified in a professional manner.
Provide each customer with an official receipt for their Delivery Order (and a VAT receipt, if applicable) if requested.

Service Standards

Use reasonable endeavours to reject less than 1% of Delivery Orders received through the Platform.
Use reasonable endeavours to ensure that Delivery Orders are available for collection by your Riders at the time communicated on the Platform and to keep Riders waiting for Delivery Orders for no longer than five minutes.
Use reasonable endeavours to ensure that no more than 1% of Delivery Orders contain errors.
You should be available for orders for 98% of your opening hours on the Platform.

General Requirements

Maintain the security and confidentiality of any access credentials we provide to you at all times. You are responsible for the actions of any person using your access credentials.
Comply with all applicable laws and licensing, registration and approvals requirements at all times, and any and all Deliveroo policies made available to you from time to time.
Without prejudice to your general obligation above, you warrant that you have not and will not do anything that breaches any applicable code and/or sanction relating to the prevention or prohibition of bribery, money laundering and similar activities. You must immediately notify Deliveroo if you become aware of any breach of this clause.
Without prejudice to your general obligation above, you shall comply, and procure that all of your employees, contractors, agents and representatives comply, with applicable anti-slavery laws, as relevant to your use of Marketplace+ Service and your fulfilment and delivery of Delivery Orders. You must use reasonable endeavours on a continuing basis to ensure that no form of slavery is takes place in your supply chains.
Cooperate with Deliveroo and provide, in a timely manner, such assistance and information as Deliveroo may reasonably require.

Equipment and joining fees

You will need a tablet and a printer to start accepting Delivery Orders. If you’re an existing customer, you can use your existing equipment.

For new customers, when signing up you will be given two options for equipment (you can find the latest pricing for each on our sign-up pages). Each option is subject to a one-off joining fee.

You can use your own device (which you are responsible for obtaining and maintaining).
You can lease a Deliveroo device. The risk in the device passes from us to you upon installation. We retain title to the device at all times. You must let us know of any faults with, or damage to, the device and give us access to your site during normal business hours to inspect, clean, repair, replace or remove the device. We may charge a reasonable fee for repairing or replacing a device. You must comply with our Equipment Policy.

We will make software available to you to use on the equipment so that you can use the Marketplace+ Service. This software constitutes Deliveroo IP (see below) and it remains our property at all times. You must promptly implement any patches, updates, upgrades and/or new versions of such software that we release from time to time.

Intellectual property

You must not (and shall not permit any third party to):

copy, adapt, reverse engineer, decompile, modify or make error corrections to any Deliveroo IP other than with our express prior written consent;
breach, disable, tamper with, or develop or use any workaround for any security measure in any Deliveroo IP or otherwise do anything that disrupts any Deliveroo IP, Deliveroo or any person.

Deliveroo grants you a non-exclusive, royalty-free, non-sublicensable, non-transferable licence to use Deliveroo branding, which includes the “Deliveroo” logo, name and/or website address for the Term in the country you operate in to allow you to advertise Marketplace+ Service at your sites. You must comply with any Deliveroo policy issued from time to time.

Except for these limited licences:

Deliveroo retains ownership of and all rights in and to Deliveroo branding; and
You retain ownership of and all rights in and to your branding.

We may collect data about your use of Marketplace+ Service. By using Marketplace+ Service you agree to us collecting and using this information. We may use this information for various purposes, including to improve, maintain, protect and develop our products, and to provide Services to you.

Suspension and termination

Legal terms

SAVE AS SET OUT BELOW, WE EXCLUDE ALL LIABILITY TO THE MAXIMUM EXTENT PERMITTED BY LAW. WE HAVE NO LIABILITY FOR INCIDENTAL, CONSEQUENTIAL, DIRECT, INDIRECT OR SPECIAL DAMAGES OF ANY KIND OR FOR LOSS OF PROFITS, REVENUE OR BUSINESS ARISING OUT OF OR RELATING TO MARKETPLACE+ SERVICE, ORDERS PLACED BY CUSTOMERS USING MARKETPLACE+ SERVICE OR THESE TERMS.

MARKETPLACE+ SERVICE IS OTHERWISE PROVIDED AS-IS. WE DISCLAIM ALL WARRANTIES AND CONDITIONS, EXPRESS, IMPLIED, OR STATUTORY, WITH RESPECT TO MARKETPLACE+ SERVICE INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, QUIET ENJOYMENT, AND NON INFRINGEMENT OF THIRD-PARTY RIGHTS.

These terms are the entire agreement between us in relation to Marketplace+ Service. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation based on any statement in these terms.

Data protection

We will each comply with the following with respect to data protection.

1. DEFINED TERMS

Controller, Data Subject, Personal Data and processing all have the meanings given to them in DP Laws (and related terms like process have corresponding meanings).

Complaint a notice, complaint or request relating to the obligations of either party under DP Laws that is relevant to the Protected Data.

Data Subject Request a Data Subject’s request to exercise their rights under DP Laws.

DP Laws any law, enactment, regulation, regulatory policy, by law, ordinance or subordinate legislation relating to the processing, privacy, and use of Personal Data, that applies to the Partner, Deliveroo and/or the Marketplace+ Service, including (a) any laws or regulations implementing EU Directives 95/46/EC (Data Protection Directive) or 2002/58/EC (ePrivacy Directive); and (b) the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and all relevant Member State laws giving effect to or corresponding with the GDPR, in each case, as in force and applicable.

Protected Data Personal Data received from or on behalf of the Customer for the purposes of placing a Marketplace+ Service order.

2. USE OF PROTECTED DATA

We will give you the details of the customer’s Marketplace+ Service order to allow you to process and fulfil it (Order Info). You must not access or use any Order Info for any purpose other than the fulfilment of the Marketplace+ Service order to which it relates in accordance with these terms.

We will also provide access to Protected Data at your request if you reasonably require access to deal with a customer Complaint or respond to a Data Subject Request.

3. PROTECTED DATA OBLIGATIONS

Each party may deal at its discretion with all Data Subject Requests and Complaints that it receives directly from a Data Subject or the person making the Complaint.

To the extent permitted by law, you must not issue any public statement or notification about Protected Data without first obtaining Deliveroo’s consent.

Pickup Service

Last updated: 14 January 2021

These terms

These terms apply to your access to and use of Pickup on www.deliveroo.co.uk and our mobile app (the Platform). Pickup is provided by Deliveroo or us (Roofoods Ltd, company number 08167130). Our registered address is The River Building, Level 1 Cannon Bridge House, 1 Cousin Lane, London EC4R 3TE.

By clicking “Accept” or by accepting a Pickup order on the Platform you confirm that:

You have authority to do so and to bind the person or company you are accepting for.
You accept our offer to provide Pickup on these terms.
You agree to and will comply in full with these terms.
Your satisfactory completion of certain checks (including ID and food hygiene rating checks) required by Deliveroo from time to time is a condition of this contract coming into effect.

This forms a contract between you and Deliveroo, which commences on the later of the date of your acceptance and the date on which you have completed Deliveroo’s onboarding checks from time to time to Deliveroo’s satisfaction. You should save a copy of these terms for your records. We may make changes to these terms, so check back here from time to time. We’ll notify you of material changes before they happen. If you access or use Pickup after being notified of a change, you’re deemed to have accepted that change.

You can procure other services (e.g. Delivery or Marketplace+) from Deliveroo by agreeing and entering into a separate contract with us. Each additional contract entered into by you and Deliveroo shall form a separate agreement.

If you have questions about these terms or Pickup please contact us through Restaurant Hub, either by submitting a "Help" form or by using Live Chat. You may also find answers to your questions here.

If we need to contact you, we’ll do so via the email address you have provided to us.

What is Pickup

Pickup allows customers to place an order on the Platform and pick it up from your site in the UK (Pickup Orders). You can learn more about Pickup here.

By signing up to Pickup, you authorise Deliveroo to act as your agent to solicit, promote and conclude contracts for Pickup Orders in your name and on your behalf and to collect customer payments owed to you in respect of those orders.

Pickup Service Fee

Your use of Pickup is subject to our applicable service fee from time to time. Our service fee is calculated as a percentage of GMV (inclusive of VAT) per order, plus VAT at the prevailing rate (Pickup Service Fee).

We will pay you an amount equal to the GMV for your Pickup Orders during the relevant payment period, less the Pickup Service Fee, less any relevant adjustments for refunds paid to customers during the relevant payment period.

What we will do

If you are new to Deliveroo, when you accept these terms we will onboard you onto our Platform. You agree that we may subcontract part of the onboarding process.
We will, subject to our rights to suspend your use of Pickup under these terms, display your site/s and menu items on the Platform as available for Pickup orders.
We will facilitate and implement a real-time ordering process which will enable customers to place and pay for Pickup orders on the Platform.
Provide support services for customers to deal with complaints or enquiries relating to Pickup Orders through a professionally manned contact centre at no further cost to you.

What you must do

You must:

Onboarding and set-up

Comply with our Food Hygiene and Safety Policy.
Provide all information, materials and assistance reasonably required by Deliveroo to onboard you to the Platform or launch Pickup for you. You must ensure that the information you provide to Deliveroo and customers in or in respect of your use of Pickup is complete and accurate in all material respects.
If you are new to the Platform, provide us with accurate descriptions of menu items to be offered in Pickup (including any relevant allergen advice and applicable VAT amounts). You agree that:

(a) We may make limited and reasonable edits to menu item descriptions from time to time (including where legally required).

(b) To ensure a great customer experience, the prices for the menu items you provide for display on the Platform should be the same as the prices for menu items published in your dine-in or in-store menu. You agree that if a customer provides us with evidence that, without reference to promotional offers, the price in-restaurant/store is lower than the price of the menu item on the Platform, we will refund the difference to the customer and deduct an amount equal to the refund from the payment we make to you.

Display any Pickup signage provided by Deliveroo in accordance with our instructions.

Use of Pickup

Keep your menu up to date - by giving us at least three days’ notice of changes you require us to make for you or by making your own changes through Menu Manager.
Ensure that all relevant menu items are available to be ordered by a customer during your opening hours, and accept and reject Pickup Orders as appropriate. You should not accept cash payment for Pickup Orders.
Ensure that Pickup Orders are prepared using all due skill, care and diligence in line with best practice in your industry.
Ensure that all Pickup Orders are packaged in a way that avoids tampering, minimises spillages, and maintains the order at an appropriate temperature.
Prepare Pickup Orders promptly, accurately and in accordance with the timescales communicated via the Platform. In particular, you must ensure that menu items:

(a) correspond with the descriptions on the Platform (including indications that particular menu items are gluten free, nut free, or are suitable for vegetarians and/or vegans);

(b) are not harmful to health or the environment;

(d) are safely and appropriately served at all times; and

(e) are at an appropriate temperature for consumption by the customer.

Take account of any information relating to customer allergies provided with the Pickup order.
Ensure that Pickup Orders are available for collection by customers in a timely manner.
Ensure that the order number on the Pickup Order packaging corresponds with the order number provided by Deliveroo before the Pickup Order is handed over to the relevant Rider.
Provide each customer with an official receipt for their Pickup order (and a VAT receipt, if applicable) if requested.
Ensure that customers are at all times treated in a professional manner by staff and are provided with access to a safe pick up area.

Service Standards

Use reasonable endeavours to reject less than 1% of Pickup Orders received through the Platform.
Use reasonable endeavours to ensure that Pickup Orders are available for collection by customers at the time communicated on the Platform and keep customers waiting for Pickup Orders for no longer than five minutes.
Use reasonable endeavours to ensure that no more than 1% of Pickup Orders contain errors.
You should be available for orders for 98% of your opening hours on the Platform.

General Requirements

Maintain the security and confidentiality of any access credentials we provide to you at all times. You are responsible for the actions of any person using your access credentials.
Comply with all applicable laws and licensing, registration and approvals requirements at all times, and any and all Deliveroo policies made available to you from time to time.
Without prejudice to your general obligation above, you warrant that you have not and will not do anything that breaches any applicable code and/or sanction relating to the prevention or prohibition of bribery, money laundering and similar activities. You must immediately notify Deliveroo if you become aware of any breach of this clause.
Without prejudice to your general obligation above, you shall comply, and procure that all of your employees, contractors, agents and representatives comply, with applicable anti-slavery laws, as relevant to your use of Delivery Service and your fulfilment of Delivery Orders. You must use reasonable endeavours on a continuing basis to ensure that no form of slavery is takes place in your supply chains.
Cooperate with Deliveroo and provide, in a timely manner, such assistance and information as Deliveroo may reasonably require.

Equipment and joining fees

You will need a tablet and a printer to start accepting Pickup orders. If you’re an existing customer, you can use your existing equipment.

For new customers, when signing up you will be given two options for equipment (you can find the latest pricing for each on our sign-up pages). Each option is subject to a one-off joining fee.

You can use your own device (which you are responsible for obtaining and maintaining).
You can lease a Deliveroo device. The risk in the device passes from us to you upon installation. We retain title to the device at all times. You must let us know of any faults with, or damage to, the device and give us access to your site during normal business hours to inspect, clean, repair, replace or remove the device. We may charge a reasonable fee for repairing or replacing a device. You must comply with our Equipment Policy.

We will make software available to you to use on the equipment so that you can use Pickup. This software constitutes Deliveroo IP (see below) and it remains our property at all times. You must promptly implement any patches, updates, upgrades and/or new versions of such software that we release from time to time.

Intellectual property

All rights, title and interest in and to Restaurant Hub, any software we provide for your use and any other materials we provide to you under or in connection with these terms are and shall at all times remain Deliveroo’s intellectual property (Deliveroo IP). We grant you a limited, non-exclusive, non-transferrable, non-sublicensable, revocable licence to use the Deliveroo IP in the country you operate in during the term of our agreement for the sole purpose of using Pickup.

You must not (and shall not permit any third party to):

copy, adapt, reverse engineer, decompile, modify or make error corrections to any Deliveroo IP other than with our express prior written consent;
breach, disable, tamper with, or develop or use any workaround for any security measure in any Deliveroo IP or otherwise do anything that disrupts any Deliveroo IP, Deliveroo or any person.

Deliveroo grants you a non-exclusive, royalty-free, non-sublicensable, non-transferable licence to use Deliveroo branding, which includes the “Deliveroo” logo, name and/or website address for the Term in the country you operate in to allow you to advertise Pickup at your sites. You must comply with any Deliveroo policy issued from time to time.

Except for these limited licences:

Deliveroo retains ownership of and all rights in and to Deliveroo branding; and
You retain ownership of and all rights in and to your branding.

We may collect data about your use of Pickup. By using Pickup you agree to us collecting and using this information. We may use this information for various purposes, including to improve, maintain, protect and develop our products, and to provide Services to you.

Suspension and termination

Legal terms

WE EXCLUDE ALL LIABILITY TO THE MAXIMUM EXTENT PERMITTED BY LAW. WE HAVE NO LIABILITY FOR INCIDENTAL, CONSEQUENTIAL, DIRECT, INDIRECT OR SPECIAL DAMAGES OF ANY KIND OR FOR LOSS OF PROFITS, REVENUE OR BUSINESS ARISING OUT OF OR RELATING TO PICKUP, ORDERS PLACED BY CUSTOMERS USING PICKUP OR THESE TERMS.

Customers may be eligible for compensation in respect of a Pickup Order. Deliveroo will determine this in accordance with its Complaints Matrix from time to time. Refunds for which you are responsible under our Complaints Matrix will be deducted from our payment to you.

PICKUP IS PROVIDED AS-IS. WE DISCLAIM ALL WARRANTIES AND CONDITIONS, EXPRESS, IMPLIED, OR STATUTORY, WITH RESPECT TO PICKUP INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, QUIET ENJOYMENT, AND NON INFRINGEMENT OF THIRD-PARTY RIGHTS.

These terms are the entire agreement between us in relation to Pickup. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation based on any statement in these terms.

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction in respect out of or in connection with these terms. If you wish to raise a dispute in connection with these terms you may do so in connection with our Support Policy.

Data protection

We will each comply with the following with respect to data protection.

1. DEFINED TERMS

Controller, Data Subject, Personal Data and processing all have the meanings given to them in DP Laws (and related terms like process have corresponding meanings).

Complaint a notice, complaint or request relating to the obligations of either party under DP Laws that is relevant to the Protected Data.

Data Subject Request a Data Subject’s request to exercise their rights under DP Laws.

DP Laws any law, enactment, regulation, regulatory policy, by law, ordinance or subordinate legislation relating to the processing, privacy, and use of Personal Data, that applies to the Partner, Deliveroo and/or Pickup, including (a) any laws or regulations implementing EU Directives 95/46/EC (Data Protection Directive) or 2002/58/EC (ePrivacy Directive); and (b) the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and all relevant Member State laws giving effect to or corresponding with the GDPR, in each case, as in force and applicable.

Protected Data Personal Data received from or on behalf of the Customer for the purposes of placing a Pickup Order.

2. USE OF PROTECTED DATA

We will give you the details of the customer’s Pickup Order to allow you to process and fulfil it (Order Info). You must not access or use any Order Info for any purpose other than the fulfilment of the Pickup Order to which it relates in accordance with these terms.

We will also provide access to Protected Data at your request if you reasonably require access to deal with a customer Complaint or respond to a Data Subject Request.

3. PROTECTED DATA OBLIGATIONS

Each party may deal at its discretion with all Data Subject Requests and Complaints that it receives directly from a Data Subject or the person making the Complaint.

To the extent permitted by law, you must not issue any public statement or notification about Protected Data without first obtaining Deliveroo’s consent.

Last updated: 14 January 2021

These terms

These terms apply to your access to and use of Menu Manager, and supplement your existing agreement governing your use of the platform (the Agreement) with Deliveroo or us (Roofoods Ltd, company number 08167130). By clicking “Accept” you agree to use Menu Manager in line with these terms.

We may make changes to these terms, so check back here from time to time. We’ll notify you of material changes before they happen. If you access or use Menu Manager after being notified of a change, you’re deemed to have accepted the change. These terms are also subject to any separate agreement entered into by you and Deliveroo in relation to your access or use of Menu Manager.

Terms capitalised but not defined in these terms have the meaning given in the Agreement between us. These terms prevail if they are different to that Agreement, but only in respect of your menus and use of Menu Manager. By accepting these terms, you agree that notwithstanding the terms of your Agreement with us:

Deliveroo won’t launch your sites and menu items on the Deliveroo Platform - you’ll do this yourself.
When you’re happy with your menu, you can publish it to the Deliveroo Platform.

What is Menu Manager

Menu Manager enables you to create and/or edit your own menu pages for the Deliveroo Platform (www.deliveroo.co.uk and the UK mobile app).

Menu Manager is a new feature - we’ve tested it, but it is still developing and improving all the time. As such, Menu Manager may change from time to time. We may discontinue or withdraw certain functions or features. We’ll try and signpost this to you.

Using Menu Manager

Deliveroo has launched Menu Manager for its UK restaurants and partners. You can use Menu Manager using your Restaurant Hub credentials. You can’t use Menu Manager if you use API integration on the platform.

By using Menu Manager, you acknowledge that you will be amending the information consumers see about your menu items. Your menu updates will go live to consumers on the Deliveroo Platform shortly after you “publish” your edits. Check your menu edits carefully before publishing!

You are responsible for ensuring the accuracy, completeness and compliance with applicable laws (in particular in respect of providing information required by applicable consumer laws) of all information that you or your employees, agents or representatives input about Menu Items for publication on the Platform - we are not responsible for your use of Menu Manager or the content you upload by using it.

Your use of Menu Manager is subject to your compliance with these terms. If you don't comply with these terms, or any additional terms entered into by you and Deliveroo in relation to your access or use of Menu Manager, we may suspend your access to Menu Manager without notice.

Ensuring high quality menus

We’ve put together this guidance, which you may find useful when putting together your menu. It highlights some tips and tricks that we’ve seen work well with our customers.

Your menu (including each menu item image and description) must:

Be clear, accurate, complete and error-free
Be your own, original content or licensed to you by a third party on terms that let you grant us the rights below. Content you upload must not infringe any third party’s proprietary rights.
Meet any requirements in your Agreement with us
Comply with all applicable legal and regulatory requirements
Only include products that we permit to be offered on the Deliveroo Platform in the UK, in accordance with any specific requirements we notify you of where any restriction (eg minimum age) applies

If any information uploaded to the Deliveroo Platform using Menu Manager doesn’t comply with these terms or is offensive, illegal, immoral or inappropriate in any way we may remove it or the applicable menu page immediately without notice.

Our team reviews the menus edited or created on Menu Manager. If a menu is not compliant with these terms or our Agreement, we may notify you and ask you to make further edits or we may suspend your relevant site from the Deliveroo Platform (depending on the nature of the concern). We reserve the right to edit menu items for display on the Deliveroo Platform.

Additional requirements for non-restaurants

If you are a non-restaurant there are a few cases where you need to notify your Deliveroo account manager before changes can be made. In particular, you need to notify your account manager of any of the below changes, and wait for their authorisation before updating in Menu Manager:

adding any new Menu Items which fall within a category of products you do not already make available on the Platform (for example: fruit and vegetables; personal care products; or alcohol).
making any amendment (apart from a price change or non-material Menu Item description change) in respect of an age-restricted Menu Item or any Menu Item in respect of which sales are otherwise regulated (including medicines).

If you don’t follow this process and fail to get authorisation for relevant Menu Manager updates, we may amend or remove the relevant Menu Items, and suspend you from the Deliveroo Platform.

Rights you grant us

By using Menu Manager you give us permission to use and publish the information and content you submit, including any intellectual property, on the Deliveroo Platform and as necessary for us to provide the Services under the Agreement between us. If a third party owns rights in any information or content you upload to Menu Manager, you must get their permission before you upload it.

Legal terms

Menu Manager and all intellectual property rights in it are owned by Deliveroo or one of its affiliates. We reserve all rights not expressly granted under these terms.

We may collect data about your use of Menu Manager. By using Menu Manager, you agree to us collecting and using this information. We may use this information for various purposes, including to improve, maintain, protect and develop our products, and to provide Services to you.

MENU MANAGER IS MADE AVAILABLE “AS IS”. WE ARE NOT OBLIGED TO CORRECT ERRORS OR THE EFFECTS OF ERRORS (INCLUDING RECOVERING LOST DATA) OR PROVIDE TECHNICAL SUPPORT. WE EXCLUDE ALL LIABILITY TO THE MAXIMUM EXTENT PERMITTED BY LAW. WE HAVE NO LIABILITY FOR INCIDENTAL, CONSEQUENTIAL, DIRECT, INDIRECT OR SPECIAL DAMAGES OF ANY KIND OR FOR LOSS OF PROFITS, REVENUE OR BUSINESS ARISING OUT OF OR RELATING TO MENU MANAGER OR THESE TERMS.

WE DISCLAIM ALL WARRANTIES AND CONDITIONS, EXPRESS, IMPLIED, OR STATUTORY, WITH RESPECT TO MENU MANAGER INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, QUIET ENJOYMENT, AND NON INFRINGEMENT OF THIRD-PARTY RIGHTS.

Any amendment or waiver of these terms needs to be in writing. A delay in enforcing these terms is not a waiver. If part of these terms is found to be illegal or unenforceable, the rest of the terms remain in force. These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction in respect out of or in connection with these terms.

Getting in touch

If you have questions about Menu Manager, please contact us through Restaurant Hub, either by submitting a "Help" form or by using Live Chat. You may also find answers to your questions here.

Payment Cycle - Contract Change

Last Updated: 11 August 2020

We refer to the agreement(s) between us that relate to the provision by us of Core Services, Marketplace+ Services, Pick-up Services, and/or Editions Services (for the purpose of this amendment only, the “Agreements” and the “Services”, respectively). Pursuant to the provisions in the Agreement that permit us to make amendments that do not materially affect the Services, we are amending the Agreements to alter the payment terms such that you are paid on approximately a weekly basis. For further information about how this change will operate, please see the Help Centre article here.

This amendment sets out the basis on which the Core Services Fees, Marketplace+ Services Fees, Pick-up Services Fees, and/or Editions Services Fees (for the purposes of this amendment only, the “Fees”) and the Menu Items Amount and Restaurant Payments are calculated.

From 1 September 2020 onwards, and subject to transition periods notified to you:

The relevant clauses about the timing of the payment of the Fees are deemed replaced with the following.
Fees in your Agreement shall be calculated weekly on the Calculation Day by reference to consecutive periods of approximately the 7 days ending on the Sunday immediately prior to such Calculation Day (or, during the first such period, such period from the commencement of the Agreement ending on the Sunday immediately prior to such Calculation Day) (each, a “Period”)
A day shall be regarded as beginning at 00:00 UTC time and ending at 23:59 UTC time;
Within 2 Business Days of the Calculation Day, Deliveroo shall:

(i) send or otherwise make available to you a statement summarising the Menu Items ordered from the you during the the relevant Period (the “Menu Items Amount”)

(ii) send or otherwise make available to you a statement summarising the corresponding amount due to the you, which shall be the Menu Items Amount less the Fees applicable in the Agreement (the “Restaurant Payment” or “Partner Payment” as the case may be); and

(iii) authorise the transfer of the Restaurant Payment or Partner Payment (as the case may be) to you by electronic bank transfer to a bank account in the Territory nominated by you.

Notwithstanding the above, Deliveroo may make available, and you may elect to apply, alternative arrangements for the Period or the timing of the Restaurant Payment or Partner Payment (as the case may be) from time to time. In the event of any conflict between the terms of such alternative arrangements and these terms, the terms of such alternative arrangements shall prevail.

“Calculation Day” means the applicable Deliveroo standard day on which Deliveroo calculates payments to restaurants and partners in the Territory .

Except as set out above, your Agreements with us shall continue in full force and effect. If there is any direct conflict or inconsistency between the terms above and your Agreements, the terms above shall prevail.

Rewards

Last updated - 31 March 2022

By signing up to be part of Deliveroo Rewards (“Rewards”), and clicking accept you confirm that you:

have authority to accept and to bind the partner they are accepting for;
you agree to the following terms and conditions (“Terms”)

These Terms comprise in order of precedence, unless expressly stated otherwise:

these Terms;
your services agreement with us (Services Agreement), which applies only to the extent relevant to your use of Rewards (including in particular confidentiality obligations, governing law and jurisdiction); and
any additional documentation referenced in these Terms or your Services Agreement.

In these Terms:

you and your means the person that has entered into the Services Agreement with us, and
we, us, and our means the Deliveroo party to that Services Agreement; and
capitalised terms not otherwise defined have the meaning given in the Services Agreement.

We may change these Terms or the features and availability of Rewards from time to time, so please ensure you review all information provided regularly. We will endeavour to ensure such changes do not materially adversely affect Rewards live at that time, but reserve the right to make changes on reasonable advance notice, if required by law or to avoid harm to Deliveroo’s business, reputation, Customers or partners.

The service we provide: We will endeavour to make Rewards available to you in all material respects in accordance with these Terms and place a Rewards badge on your menu on the Deliveroo app.

Deliveroo Rewards mechanic:

Customers who place a minimum of three Qualifying Orders with you within a 30 day period will receive a Deliveroo credit (“Reward Credit”), to use against their next order with you The credit is funded by you, and by launching Rewards you agree that Deliveroo may deduct any redeemed Reward Credits from payments due to you.
Customers will have a virtual rewards card, which records how many Qualifying Orders they have made (“Rewards Card”). “Qualifying Order” means a paid-for and delivered Deliveroo order of a minimum value of £15.00 (excluding tips, delivery and service fees and other service-related fees). Customers must redeem their reward within 30 days of the Reward Credit being granted.
The Reward Credit for Plus Customers is currently £8.00. The Reward Credit will be redeemable with the customer’s next order from you above £15.
The Reward Credit for non-Plus Customers is currently £6.00. The Reward Credit will be redeemable with the customer’s next order from you above £15.

Rewards Platform access: Rewards is accessed through Restaurant Hub Access to Rewards from Restaurant Hub is currently limited to users listed as “Admin” or “Manager” within Restaurant Hub. It is your responsibility to ensure that only appropriate users hold “Admin” or “Manager” status and that you and all users keep login credentials safe.

Rewards period: Subject to availability, Rewards will be live from the date and time you click accept on Restaurant Hub, unless terminated or suspended earlier in line with these Terms. Start dates and times refer to the timezone in which the site is located.

Deliveroo’s rights to modify Rewards: Deliveroo reserves the right to modify features of the Rewards programme at any time by giving you written notice.

Opt-out: You may opt-out from the Rewards programme at any time via Restaurant Hub. Your Rewards participation will end 30 days after you opt-out and during the notice period Customers may continue to complete their Rewards Cards. Upon termination:

You must honour all existing Rewards Credit held by Customers at the opting out.
Deliveroo will not issue any new Rewards Cards or Rewards to Customers.
We will remove the “Rewards” badge from your Deliveroo menu page

Termination or suspension: Deliveroo reserves the right to terminate Rewards at any time with 30 days notice, and shall notify you in writing if it does so. In addition, if we believe that your use of Rewards is or may be in breach of law or these Terms we reserve the right to: (i) suspend or terminate your access to Rewards; (ii) suspend you from the Platform; (iii) terminate the Services Agreement; and/or (iv) take such other action as Deliveroo deems reasonable in the circumstances.

Use of Rewards: You must act in good faith, follow good industry practice and comply with Deliveroo’s policies from time to time in respect of Rewards. You must not do or omit to do anything when using Rewards that is likely to lead to harm to Deliveroo’s business, reputation, partners or Customers. Your use of any Rewards must be compliant with all applicable laws in force from time to time in the locations in which Rewards is used. Any abusive or misleading use of Rewards, for example increasing your prices prior to activating Rewards, may result in your suspension from Rewards and/or the Deliveroo Platform.

Charges and invoicing: You are responsible for the cost of any Rewards Credit granted to Customers. Rewards Credit will be deducted from the amounts payable to you under your Services Agreement and will show as an adjustment on your invoice. You will receive a report for each month in the first week of the next month on the performance of the Rewards feature.

Availability and performance: Deliveroo makes no warranty or representation about the availability or effectiveness of Rewards. Rewards are provided “as is” and “as available” and all express and implied conditions, warranties and other terms about the availability or performance of Rewards are excluded as far as permitted by law.

Liability for Rewards: You are responsible for all Rewards Credits granted to Customers. To the fullest extent permitted by law, our liability for Rewards is excluded.

Our rights: Any and all intellectual property in or in respect of Rewards are, and will continue to be, owned by Deliveroo. Except as granted in these Terms, we do not grant you any rights in or to such intellectual property.

Marketer

Last updated: 15 June 2022

General Marketer Terms

By using the Marketer platform and/or agreeing to launch any of the offers, adverts or other features that Deliveroo makes available to you via the Marketer platform (each a Marketer Tool) you agree to these terms and conditions (Terms), which comprise (in order of precedence, unless expressly stated otherwise):

the applicable Special Terms for the Marketer Tool you are using;
these General Marketer Terms;
your services agreement with us (Services Agreement), which applies only to the extent relevant to your use of Marketer Tools (including in particular confidentiality obligations, governing law and jurisdiction); and
any additional documentation referenced in the Special Terms, General Marketer Terms or Services Agreement.

In the Terms:

you and your means the person that has entered into the Services Agreement with us, and
we, us, and our means the Deliveroo party to that Services Agreement; and
capitalised terms not otherwise defined have the meaning given in the Services Agreement.

We may change these Terms or the features and availability of the Marketer Tools from time to time, so please ensure you review all information provided about the relevant Marketer Tool each time you use the Marketer platform. We will endeavour to ensure such changes do not materially adversely affect a Marketer Tool live at that time, but reserve the right to do so on reasonable advance notice or if required by law or to avoid harm to Deliveroo’s business, reputation, Customers or partners.

The service we provide: We will endeavour to make the Marketer Tools available to you in all material respects in accordance with these Terms.

Marketer Platform access: (Effective from 30 June 2022)

Your access to adverts and offers through the Marketer platform is subject to the following terms:

Access to Marketer Platform/Tool: Subject to the rest of the Terms, three days before the first day of each calendar month (Review Date)*, an automatic review of each of your site(s)’ performance (other than those sites that are exempt in accordance with paragraph 3, below) against the list of ”Eligibility Criteria” set out below will be generated for the 28 days immediately preceding (but not including) the Review Date (Review Period).

*For example, if Wednesday is the 1st of June 2022, we would run the assessment on the Sunday before (being the 29th of May 2022).

Eligibility Criteria List:

Eligibility Criterion we assess (based on metrics for the previous 28 days)**:

Average rejection rate

Orders Prepared Late (Wait time past target >5min (Core ONLY))

Marketplace+ customer experience (Marketplace+ ONLY)

Restaurant rating

FSA rating (UK only)

“Grey Column” (Adverts/Offers gating criteria) (TEMPORARY SUSPENSION APPLIES)

Average rejection rate is: >=8%

Orders Prepared Late (Wait time past target >5min (Core ONLY)) is: >=22%

Marketplace+ customer experience (Marketplace+ ONLY) is: >=2.5%

Restaurant rating is: <3.8

FSA rating (UK only) is: 3, PASS (Scotland), Awaiting Inspection, Exempt

“Red Column” (ACCESS GRANTED)

Average rejection rate is: >= 1%

Orders Prepared Late (Wait time past target >5min (Core ONLY)) is: > =10%

Marketplace+ customer experience (Marketplace+ ONLY) is: >=1.0%, <2.5%

Restaurant rating is: < 4.0

FSA rating (UK only) is: < 3

“Amber Column” (ACCESS GRANTED)

Average rejection rate is: >=0.5, < 1%

Orders Prepared Late (Wait time past target >5min (Core ONLY)) is: >=3%, < 10%

Marketplace+ customer experience (Marketplace+ ONLY) is: >=0.1%, <1.0%

Restaurant rating is: >=4.0, < 4.5

FSA rating (UK only) is: >=3, <4

“Green Column” (ACCESS GRANTED)

Average rejection rate is: < 0.5%

Orders Prepared Late (Wait time past target >5min (Core ONLY)) is: < 3%

Marketplace+ customer experience (Marketplace+ ONLY) is: <0.1%

Restaurant rating is: >= 4.5

FSA rating (UK only) is: >= 4

**You can also monitor your site(s)’ performance against these Eligibility Criteria through the Restaurant Hub, except for the Marketplace+ criterion which is not yet available.

Performance Rating: Performance rating will be assessed on a site-by-site basis. Subject to paragraph 3 below, if your rating at a site against one or more applicable Eligibility Criterion during the relevant Review Period falls into the grey column (see above), your access to the Marketer platform in respect of that site will be suspended (Suspended Site) with effect from the first day of the following calendar month until you qualify again for access in accordance with paragraph 4 below (Suspension Period).

For example, if your Review Date is on 29th May and your restaurant rating (Eligibility Criterion n.4) scores less than 3.8 for the relevant Review Period, such Eligibility Criterion will be in the grey column and your access to the adverts and offers Marketer Tools will be suspended. Such Suspension Period will commence on (and include) the 1st of June and will continue until all your Eligibility Criteria (as applicable) scores are out of the grey “temporary suspension” zone.

Exemptions: A site’s performance will not lead to its suspension, notwithstanding its ratings, if that site:

a. signed-up to the Deliveroo Platform for the first time during the Review Period under consideration; or
b. received fewer than twenty (20) Orders on the Deliveroo Platform during the Review Period under consideration.

In which case you will continue to have access to the Marketer platform without interruption in respect of those Sites.

Getting access back: If your access has been suspended in accordance with the above, we will continue to assess your performance on a monthly basis at site level against the applicable Eligibility Criteria. If your rating at a Suspended Site against all applicable Eligibility Criteria moves back into the green, amber or red columns during a subsequent Review Period, your suspension will be lifted and you will regain access to the Marketer platform in respect of that site effective from the first day of the calendar month immediately following the relevant Review Date at which we identified your improved performance rating.

For example, if your Suspension Period for a Suspended Site started on 1st of June but on the subsequent Review Date, i.e. 28 June all of the Suspended Site’s Eligibility Criteria metrics are out of the grey column, the Suspension Period will come to an end at 23:59 on 30 June and you will have access again to Adverts and Offers through the Marketer platform from and including 12:00am on 1st of July.

What suspension means: The effect of suspension is as follows:
a. We shall notify you in the Hub of your suspension, listing all Suspended Sites, the day after the relevant Review Date (which is two days before your access Adverts and Offers through the Marketer platform will be suspended);
b. You will be able to review the Suspended Site(s)’ operational performance for any Review Period (including during the Suspension Period) in the Restaurant Hub;
c. You will be unable to create new adverts or offers in respect of Suspended Site(s) during the Suspension Period;
d. Existing adverts and offers will be paused during the Suspension Period if all sites for those adverts or offers become ineligible, subject to any adverts and offers that have already been advertised to consumers or where the suspension or removal of those offers would not be reasonably practicable (‘Excluded Offers’). Excluded Offers may continue to be advertised during the advertised offer term;
e. If you operate multiple sites and access to adverts and offers through the Marketer platform is suspended in accordance with the above for one or more (but not all) of those sites, only existing adverts and offer campaigns for Suspended Sites will be paused during their relevant Suspension Periods. In this context, the committed budget over all sites for existing advert or offer campaigns during a Suspension Period will be fully allocated to those sites that have not entered a Suspension Period.
f. You can cancel a paused advert or offer campaign at anytime during a Suspension Period (as set out in these Terms);
g. If the end date of an existing advert or offer campaign falls during a Suspension Period, that campaign will be paused in accordance with these Terms and will then be automatically cancelled on the end date;
h. The committed budget on existing advert campaigns of a Suspended Site will not be used until the site’s Suspension Period ends, at which point deductions will start again;
i. Discounts applicable to existing offer campaigns of a Suspended Site will not be applied until the site’s Suspension Period ends, at which point discounts will start again.
End of Suspension Period: The effect of your suspension being lifted in respect of a Suspended Site is as follows:
a. We shall notify you in the Hub once you have regained access in respect of a Suspended Site;
b. On the first day of the calendar month following the relevant Review Date, existing adverts and offer campaigns will resume in accordance with these Terms unless these campaigns expired or were terminated during the Suspension Period;
c. You will be able to create new adverts and offer campaigns in respect of that site for as long as they remain eligible in accordance with these Terms.
Please follow this link for more guidance on the eligibility process: https://help.deliveroo.com/en/articles/6302687-how-to-get-access-to-marketer-adverts-offers
You can contact us if you have any questions or complaints in relation to a suspension or lifting of suspension. Please see this website for our contact details: https://help.deliveroo.com/en/collections/1873159-contact-us
We reserve the right to amend the Eligibility Criteria, the thresholds, and/or the terms of your access to the Marketer platform from time to time on reasonable advance notice or if required by law or to avoid harm to Deliveroo’s business, reputation, Customers or partners.

Marketer Tool selection: It is your responsibility to select the correct options when setting up Marketer Tools. Not all Marketer Tools are available to all partners or in all countries. The Marketer platform will display the Marketer Tools that are available to you, and the applicable fees. Marketer Tools that may be available include:

Offers: offering discounts to customers ordering from your Sites via the Platform; and
Adverts: placement of your Site within our ‘Featured Carousel’ on the Platform.

Marketer Platform access: If you are eligible for access in accordance with these Terms, the Marketer Platform is accessed through Restaurant Hub. Deliveroo has taken steps to limit access to the Marketer platform from Restaurant Hub to users listed as a ‘Manager’ or “Admin” within Restaurant Hub. It is your responsibility to ensure that only appropriate users hold ‘Manager’ or “Admin” status and that you and all users keep login credentials safe.

Marketer Tool period: Subject to availability, the Marketer Tool you have selected will be live from the start date and time to the earlier of: (i) the end date and time you select; and (ii) the date on which you notify us of your wish to cancel your advert; and (iii) when your total budget is used up, in each case depending on the options selected by you in the Marketing Tool in relation to the renewal of your budget, and furthermore in each case unless terminated or suspended earlier in line with these Terms. Start and end dates and times refer to the timezone in which the Site is located.

Which Customers will your Marketer Tools be made available to: When creating a Marketer Tool, you may be able to select Customer eligibility criteria from a range of options. Deliveroo will try to ensure your Marketer Tool is only available to your selected audience, however we can’t guarantee that Customers that don’t meet the criteria will not be included and will not be responsible to you for any cost or loss you incur if ineligible Customers participate.

Changes or cancellations: You may cancel a Marketer Tool at any time without penalty. To change the terms of a live Marketer Tool, you must cancel it and set up a new Marketer Tool with revised terms.

Use of Marketer Tools: You must act in good faith, follow good industry practice and comply with Deliveroo’s policies from time to time when using the Marketer Tools. You must not do or omit to do anything when using the Marketer Tools that is likely to lead to harm to Deliveroo’s business, reputation, partners or Customers. Your use of any Marketer Tools must be compliant with all applicable laws in force from time to time in the locations in which your Marketer Tool is used. Any abusive or misleading use of the Marketer Tools, for example increasing your prices prior to an Offer, may result in your suspension from the Marketer platform and/or the Deliveroo Platform.

Charges and invoicing: You are responsible for: (i) the cost of any offers or promotions you offer to Customers using a Marketer Tool; and (ii) applicable fees for the Marketer Tool (Marketer Charges). Unless stated otherwise on the Marketer platform, fees for Marketer Tools are stated exclusive of VAT/GST or other applicable sales tax (if any). Marketer Charges will be deducted from the amounts payable to you under your Services Agreement and will show as an adjustment on your invoice.

Availability and performance: Deliveroo makes no warranty or representation about the availability or effectiveness of any Marketer Tool. Marketer Tools are provided “as is” and “as available” and all express and implied conditions, warranties and other terms about the availability or performance of a Marketer Tool are excluded as far as permitted by law.

Liability for Marketer Tools: You are responsible for all Marketer Tools created using your access rights to the Marketer platform. To the fullest extent permitted by law, our liability for Marketer Tools is limited to an amount equal to the fees paid for the specific use of the Marketer Tool to which the cause of action relates.

Our rights: Any and all intellectual property in the Marketer platform and any Marketer Tool are, and will continue to be, owned by Deliveroo. Except as granted in these Terms, we do not grant you any rights in or to such intellectual property.

Termination and/or suspension of access: If we believe that your use of a Marketer Tool is or may be in breach of applicable law or these Terms we reserve the right to: (i) suspend or terminate the Marketer Tool; (ii) restrict, suspend or terminate your access to the Marketer platform and Marketer Tools; (iii) suspend you from the Platform; (iv) terminate the Services Agreement; and/or (v) take such other action as Deliveroo deems reasonable in the circumstances.

Marketer Tool - Special Terms

If you are launching an Offer:

The Offer: You can select the value and nature of your Offer from a range of options, which may vary from time to time.

Where an Offer reduces the total basket value (e.g. a percentage or fixed sum discount), those discounts will be applied to the subtotal of the items in the Customer’s basket (excluding delivery, service and small order fees and any tips) before any tax is applied.
Where an Offer removes or reduces fees that would otherwise be payable by the Customer, this will be applied prior to the Customer completing their Order. Please note that Customer fees vary between Orders depending on a number of different factors.

How the Offer will be funded: Unless we agree otherwise, you will cover the cost of all Offers redeemed by customers. If an Offer reduces the total basket value, your service fee will be calculated on the discounted price paid by the Customer. If we agree to fund an Offer, your service fee will be calculated on the undiscounted price.

Customer Refunds: If a Customer is eligible for a refund in respect of an Order made under an Offer, the Customer will be refunded the discounted amount they paid for the Order. Responsibility for refunds will be determined in accordance with the terms of our Services Agreement.

Reference price restrictions: You may not create an Offer discounting total Order basket value if in the 30 days before the Offer goes live, you increase the prices of Menu Items that are included in the Offer by more than 5%. For 30 days after the Offer finishes, you may not increase the price of a Menu Item that was included in that Offer by more than 5%. These restrictions apply without prejudice to any more stringent requirements under applicable law.

Other information: Further information governing how an Offer is managed are set out in the FAQs and associated help centre articles.

If you are launching an Advert:

How the Advert will be funded: You’ll pay for the number of clicks your Advert receives, with each click costing

if you have selected the manual bidding option in the Restaurant Hub, the cost-per-menu-view you select when you created your Advert; or
if you have selected for your bids to be set automatically in the Restaurant Hub, the cost-per-menu-view set for you in accordance with the auto-bidding terms set out below. the cost-per-menu-view you select when you created your Advert.

If you select to have your campaign run continually, during the first week of the campaign, the budget you decide to allocate will be pro-rated, depending on when during the calendar week you created the campaign. E.g. If you allocate a continuous budget of £700 and create your campaign on Thursday, your pro-rated budget for the first week of your campaign will be £400 (regardless of the hour you created your campaign), as there are 4 out of 7 days of the week remaining. For future weeks, your budget will be £700.

Your Advert will end at the earlier of:

(i) when your total budget is used up; and

(ii) either:

(A) at 23:59 on your end date (if you opt for one-off budgets); or

(B) the date on which you notify us that you wish to cancel your Advert; or

(C) the date on which your access to the Marketer Tool is terminated or suspended in accordance with these Terms,(as applicable).

In addition to the above, if you select to have your campaign run continually, then your Advert will start again on the following Monday, unless the Advert is cancelled by you or your access to the Marketer Tool is terminated or suspended in accordance with these Terms.

Automatic bidding: By selecting this option, you authorise us to set your cost-per-menu-view on your behalf. This Functionality is optional and you can switch it on and off at any time you please. Your budget will never be exceeded.

If you decide to switch back to setting your bid manually, you will need to cancel your then existing advert campaign and will need to re-create a new campaign but with manual bidding.

Other information: Further information governing how an Advert is managed are set out in the FAQs and associated help centre articles.