Policies

Last updated 6 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: 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. 

Deliver for the customer

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:

• Be respectful, polite and professional at all times when interacting with customers. 
• Make sure the order is ready for the time indicated on your order receipt, this means fewer delays in delivery and the order arrives on time
• Mark any items that you don’t have as ‘unavailable’ so orders don’t have to be cancelled
• Acknowledge and act upon any dietary requirements that a customer may contact you about e.g allergens like nuts
• Comply with any guidance setting out responsibilities where a specific event has health and safety implications (for example, guidance on handling orders in the event of pandemic). 

Put safety first

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:

• Maintaining excellent food hygiene standards so customers feel safe when ordering from you 
• Having the correct licences to sell regulated or age-restricted items on the platform and if the items are age-restricted, ensuring all these items are correctly tagged as “age-restricted” items in your menu (guidance on how to tag age-restricted items can be found here).
• Displaying all allergen and nutritional information where possible and having trained staff to respond to telephone queries about allergens, to give customers the information they need when ordering from you

To view Deliveroo’s other partner policies, including our allergens policy, use the left-hand navigation on this page.

Be respectful

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:

• Ensure that orders are prepared on time so riders aren't kept waiting
• Allow riders to use your bathroom (in line with your legal obligation to do so)
• Offer riders water where possible
• Be kind and polite when speaking and interacting with riders

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.

How we investigate potential infringement

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 6 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: 

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. 

What we expect from our partners:

• All complaints and in particular those relating to food safety (e.g. allergens, foreign bodies) and quality (e.g. taste, temperature, portion size) must be taken very seriously and investigated immediately.  
• A customer complaint procedure should be a part of your food safety procedures.  
  
• When undertaking an investigation, you should consider and be prepared to provide feedback on the following matters, as relevant (not an exhaustive list):
  
  a) any control measures in place to ensure that your menu items meet legal requirements and to prevent the alleged incident in question from occurring;
  b) whether relevant due diligence paperwork was completed on the day in question, such as temperature records, cleaning checks, allergen matrices etc;
  c) relevant staff training - including when it was last refreshed;
  d) your compliance with any relevant food storage and labelling requirements;
  e) number of portions of the food in question sold and whether you have received any similar complaints on the same day;
  f) any micro-testing or historical data available to you on the item in question
  
  Withdrawal and recall:
• A withdrawal and recall procedure should be a part of your food safety procedures.  
• If you are uncertain about these legal requirements, please seek advice from an expert.   
• In the event of a recall, or potential recall, you must notify us as soon as practicable of the actions to be taken (or expected to be taken) in handling the affected menu items (e.g. return or disposal). To the extent that we are able, we will support you to remove the unsafe menu items from the supply chain and recall it from customers if necessary.

Last updated 6 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: 

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. 

What we expect from our partners:

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:

• Hazard Analysis and Critical Control Point plans;
• Cross-contamination;
• Allergens;
• Cleaning and waste;
• Maintenance;
• Chilling, defrosting, freezing, cooking; reheating;
• Temperature control: chilled and hot holding - in particular, while awaiting collection by a rider;
• Personal hygiene and fitness to work;
• Pest control;
• Control of Hazardous Substances;
• Takeaway packaging;
• Staff training;
• Supplier assurance;
• Traceability; 
• Monitoring and auditing; and
• Recall/withdrawal.#

Safe packing of food:

Partners must use packaging which is robust and suitable for use in delivery. The orders should then be put into sealed bags which can reduce the risk of spillages and help maintain food at the correct temperature. A receipt and order number should be attached to each bag so that they can be clearly identified by the rider. Partners should also pack hot and cold items separately so as to maintain safe temperatures during transportation.

Last updated 15 October 2023

1. Registrations and Licences

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, without prejudice to any other rights or remedies we have, we reserve the right to immediately suspend the provision of our services without notice.

• You may need to register with your local authority or other relevant regulators in order to sell or supply certain products.
• Additionally, premises of food businesses that make, prepare or handle food that comes from animals (e.g. meat, fish, egg or dairy products) may need to be approved by the local authority or other relevant regulator. 
• If your income exceeds the relevant threshold, you may need to register for VAT. 

Consult a professional advisor if you are unsure of any of the obligations above. 

A licence or authorisation may be required in order for certain activities to be carried out, for example, for:

• the sale of alcohol; 
• the sale of late-night refreshments within certain hours;
• the sale of biocidal products such as wood preservatives, antifouling paints, disinfectants, preservatives for aqueous products, fungal or anti-microbial products, insecticides, and animal repellents or baits;
• the sale of certain wildflowers and plants; and/or
• the sale of over the counter medicines

Last updated 6 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: 

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. 

What we expect from our partners

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 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 at the Help Centre.

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 6 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: 

We take customer safety very seriously and we’re confident that our partners do too. Stringent food hygiene processes and accurate information about what meals contain and how they are prepared are vital for people living with allergies who must be constantly vigilant about the food they eat. This policy sets out the standards that we expect partners to meet in order to sell their products through the platform. 

What we expect from our partners:

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.  

These are the ways in which we can help you to comply with your obligations, along with the standards that we expect you to meet:

• In-app information. We prominently signpost customers with allergies to contact the partner to ask about ingredients and cooking methods in the ‘Info’ section at the top of the menu. For partners using Menu Manager you now have the option to add item by item allergen information. This should be a key priority. Find out more here: How to: Add allergens to your menu in the Hub. It is also possible to add a further header about allergens - please contact us through the Hub, either by submitting a "Help" form or by using Live Chat, to learn more about this. You may want to add specific allergens declarations in 'Notes' based on your own risk assessments. You can also add tailored information about your business and menu in the ‘Info’ section, for example a web address to your own allergens information webpage. We encourage you to add tailored information about your business and your menu items on your Deliveroo menu and in the Notes.  
• Allergen Information by telephone. Your staff must be trained to respond to telephone queries about allergens from customers. This is the same requirement that applies when customers ask these questions in the relevant restaurant or store, and you must ensure that allergen information is always available in writing (e.g. in allergen matrices) so that any allergen information given by your team verbally is verifiable, accurate and consistent.
• Information with a meal. You have a legal responsibility to add written notices of allergen content with each meal that you prepare, so that the customer has this information upon delivery. You can do this in the way that works best for you, for example this could be met by stickers on packaging or by including menus containing allergens information with orders. 
• Packaging. It is important to protect against cross-contamination at all stages, from storage and preparation to delivery. You must ensure the packaging that you use is robust enough for delivery purposes. You can view a full range of packaging options made available by Deliveroo here.
• Allergens incident. In the event we become aware of a customer suffering an allergic reaction as a result of an order you have provided, we will notify you and ask you to investigate immediately. If you separately become aware of a customer suffering an allergic reaction as a result of an order you have provided, and you have received no communication from us, you will notify us of the incident as soon as possible.

Allergens 

The 14 allergens that must be indicated if present in food are:

• Celery
• Cereals containing gluten (such as barley and oats)
• Crustaceans (such as prawns, crabs and lobsters)
• Eggs
• Fish
• Lupin
• Milk
• Molluscs (such as mussels and oysters)
• Mustard
• Peanuts
• Sesame
• Soybeans
• Sulphur dioxide and sulphites (at a concentration of more than ten parts per million)
• Tree nuts (such as almonds, hazelnuts, walnuts, brazil nuts, cashews, pecans, pistachios and macadamia nuts)

Last updated 6 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:  It’s important to Deliveroo that we support partners and work together to resolve any issues. This policy outlines how partners selling goods over the Deliveroo platform can contact Deliveroo, explains our approach to handling queries and complaints, and includes details regarding how you can request the involvement of a third party independent mediation service if you’re not satisfied with the resolution provided by Deliveroo.

Overview

We always aim to ensure you have all the information you need to be able to successfully manage your use of our services and understand how to make the best out of working with us. You’ll find answers to many of your questions in our Help Centre. On top of this we have a dedicated Support Team to assist you with any queries or complaints you may have.

How to contact us

Parters should submit a Help request through their Hub account.

Our aims

We aim to respond to and resolve all queries and complaints within a reasonable timeframe. More complex queries or complaints may take longer to process or require further investigation, but we try to keep you informed during the process and apply consistent approaches to all similar queries and complaints. For further information on the functioning and effectiveness of our internal complaints handling system pursuant to Article 11 of Regulation (EU) 2019/1150 (Platform to Business Regulation), please email P2BCompliance@Deliveroo.com.

If you are not satisfied with the outcome or resolution provided then please let us know so we can try to resolve it and improve our processes.

Mediation

In the unlikely event we are not able to resolve an issue for you then you can request mediation through a mediator provided by the Centre for Effective Dispute Resolution (“CEDR”) in accordance with the CEDR Model Mediation Procedure.

Before any mediation can commence, you will need to have first raised the issue to the Support Team (as outlined above) and given us the opportunity to resolve your outstanding concerns.

CEDR operates as an independent non-profit organisation and there is a cost associated with using them. The level of such costs depend on the complexity and size of the matter and will be initially split between us. CEDR requires payment to be made before the mediation can start.

If we cannot agree on a mediator between us within 14 days of your request for mediation being sent then CEDR will nominate the mediator.

Last updated: 6 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.

Equipment

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.

Repair and replacement

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 and disposal of Equipment

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.

Connectivity requirements

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.

Delivery of 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 6 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 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.

Effective 18 March 2024

Deliveroo ranks partner restaurants, grocers and other retailers (Partners) and items displayed for sale based on where those Partners and items are displayed on the Deliveroo app or website (Deliveroo Platform).

How are Partners and their offers ranked and referenced?

Homepage / Search bar ranking

The ranking of Partners and items displayed for sale on the homepages of the Deliveroo Platform or via the search bar tool on the homepages is tailored for our users. This means each user sees Partners and items ranked  according to their preferences. 

Ranking is mainly based on the likelihood that a user will order from Partners presented to them. The main criteria are:

• a user’s order history (for example, whether a user has previously placed an order from a Partner, shown a particular preference for a cuisine type, the frequency and typical time an order is placed by a user with a Partner and how the user navigates the Deliveroo Platform),
• the characteristics of a current order (for example, the time of day the user is browsing, how long a user can expect to wait between placing an order and receiving it and the distance between the Partner’s location and the delivery location), 
• the characteristics of Partners (for example, rating of the user and other customers, affiliation to certain chains and networks of Partners, whether a Partner is currently running a promotion and (for Partners to whom the Deliveroo Value Programme applies) the Partner’s Value Score under the Deliveroo Value Programme .

Ranking may also be influenced by other parameters, though the above criteria takes precedence. Any secondary parameters serve to fine tune our ranking, which include, for example: 

• trends in popular cuisines being ordered and browsed by users, 
• financial considerations, such as revenue and cost, and
• the availability of items (for example, our search results may show alternatives where certain items are not available).

We look to continually improve our user experience on the Deliveroo Platform so these factors may change over time. Our ranking models respond to, and learn from, user preferences and past purchasing behaviour to drive a better user experience.

Carousels

The « carousel » refers to our display of Partners and items displayed for sale on the Deliveroo Platform. The carousel aims to highlight certain Partners based on a selection of criteria. From time on the time we may display different carousels on the Deliveroo Platform, including the: 

• « Order again » carousel which shows Partners a user has recently placed an order with,
• « Fastest delivery » carousel which shows Partners with the fastest delivery time,
• « Featured » carousel which shows sponsored Partners, meaning those that have paid to appear in the carousel (see below on Paid placements ranking),
• « Offers near you » carousel which shows Partners that are running promotional offers,
• « Plus discounts » carousel which shows Partners that are running special offers for Deliveroo Plus subscribers,
• « New on Deliveroo » carousel which shows Partners that are newly registered on the Deliveroo platform,
• « Top-rated » carousel which shows Partners that have received the best user ratings in the area,
• « Only on Deliveroo » carousel which shows Partners available only on the Deliveroo Platform.

From time to time, we may display other carousels on the Deliveroo Platform.  Certain carousels may only display Partners with higher Value Scores under the Deliveroo Value Programme and/or rank those Partners higher within that carousel. 

Partner menu pages

The ranking of item categories shown on Partner menu pages are set up by the Partner.

The ranking of items shown in an item category on a Partner menu page may be based on the popularity of the items (i.e. most ordered items by users) and their price.

Menu search

The ranking of items shown via the search bar tool on the Partner’s menu page is based on the search terms used by users and popular items (i.e. most ordered items by users). 

Paid placements ranking

Partners may enter into commercial partnerships and pay Deliveroo so that the Partner and/or their items are displayed in certain places on the Deliveroo Platform. These paid placements are tagged as “sponsored” or “paid placement from our Partners”. Some paid placements may also be displayed in the “Featured” carousel.

Referencing / Dereferencing 

Where a contract entered into between a Partner and Deliveroo has been suspended, expired or terminated, the Partner will no longer feature on the Deliveroo Platform.

Last updated: August 2024

Scope 

This Code applies to all Deliveroo merchants, suppliers, riders and contractors, and every member of your own supply chain (collectively referred to as “Business Partners” throughout this Code). These standards supplement your legal obligations and the agreement between us.  

Compliance with this Code

We take the matters described in this Code very seriously. We may require you to participate in monitoring or audits to demonstrate your compliance with this Code. If we have concerns that you are not meeting our standards, we expect you to collaborate to resolve any issues promptly. We reserve the right to cease working with you until the relevant concerns have been addressed. If the issues flagged are not resolved in a timeframe we consider appropriate in our absolute and sole discretion, we will not be able to work or continue working with you.  

Business Partner Standards 

Deliveroo believes that applying this Code enables us to take real and practical steps towards improving conditions throughout our supply chains.  

Doing Business Ethically and within the Law

• We expect you to comply with all applicable laws. If you want to do business with Deliveroo, you must do so in the right way. Where this Code and applicable law address the same topic, the higher standard should be applied. 
• Bribery and corruption will not be tolerated. Offering or receiving a bribe is prohibited. A bribe is something of value to someone else in exchange for an improper advantage, and can include cash or cash equivalents, services, offers of employment, charitable donations, political contributions, travel and/or entertainment expenses, meals or gifts. You may not offer or accept any such items of value on Deliveroo’s behalf. We don’t recognise a ‘that’s how business is done here’ excuse: local custom and practice does not justify bribery.
• Follow our procurement and due diligence processes. You may be designated as an Associated Person, which means you perform a service for, or on behalf of, Deliveroo. This represents a higher level of risk and we therefore conduct due diligence on our third parties. If asked to complete a due diligence questionnaire, we expect that you do so faithfully, promptly and to the best of your knowledge.
• We expect you to operate with financial integrity. Business Partners should avoid conflicts of interest that could affect our business relationship and notify us where any arise. All business records should be transparent and accurate. You should maintain appropriate controls to detect money laundering and corruption. 
• We expect you to prevent fraud. We expect our business partners to implement reasonable procedures to prevent fraud, including reviewing anti-fraud systems and controls to cover fraud committed by employees or agents. This includes false representation; failing to disclose information; abusing a position; obtaining services dishonestly; false accounting, statements or trading; participating in a fraudulent business, or cheating the public revenue. We expect you to promptly report any request or demand from any third party to facilitate fraud in relation to Deliveroo business.
• Respect privacy expectations. Data that is shared with, collected by or otherwise processed by you should be protected, secured and treated in accordance with applicable data protection and privacy laws. 

The Workplace

• Work is freely chosen and offered on fair terms. No person should ever be forced to work for or provide services to you. Individuals have the freedom to leave their employment or engagement at any time on giving reasonable notice and without reprisal. They should be offered fair terms that comply with relevant laws.
• We do not tolerate child labour. We have a collective responsibility to ensure that children are not forced into labour. You must take appropriate measures to prevent child labour, in line with relevant ILO Conventions and in line with the UN Convention on the Rights of the Child. ‘Child’ is any person employed under the minimum age for children to work in the relevant country. People under the age of 18 should not be asked to work night shifts or to complete dangerous tasks. All contractors who are riders, and any substitute, must be 18 years and over.  

Non-Discrimination and Respect at Work

• Any form of abuse or harassment is categorically not accepted. Every individual can expect to be treated with respect and dignity. Inhumane treatment, any physical, verbal or other abuse and any and all forms of harassment must be strictly prohibited. Where abuse is identified, meaningful remedial actions must be taken immediately. 
• Discrimination will not be tolerated. We do not tolerate discrimination in hiring and employment practices on the grounds of age; gender reassignment; marital/civil partnership status; pregnancy status; disability; race, including colour, nationality, ethical or national origin; religion or belief; sex; sexual orientation. This includes hiring, promotion, compensation and vendor selection. You should strive for diversity and inclusion through all aspects of your operations and supply chain. 

Wages, Benefits & Working Hours

• Workers are compensated fairly. Business Partners must comply with all applicable wage and hour laws and regulations, including those relating to minimum wages, overtime hours and other elements of compensation, and provide legally mandated benefits. All deductions from wages must be lawful, fair and transparent. Individuals should not be required to pay fees associated with their recruitment. 
• Workers should understand their hours and working conditions. Do not exceed prevailing local work hours or force people to work more than the allowable time without their consent. Provide clear and understandable written information about conditions with respect to wages, benefits, location of work, living conditions, housing and associated costs.

Freedom of Association, Collective Bargaining and Workers Councils

• Freedom of association and representation is respected. Business Partners should respect workers rights to associate freely, bargain collectively, join or not join trade unions, seek representations and join workers’ councils in accordance with local laws, without fear of reprisal, discrimination, intimidation or harassment. 
• Workers should have access to fair procedures to be able to voice concerns. You should provide appropriate mechanisms for people to raise concerns. Reports should be investigated and remedial actions taken where required. People who raise good faith concerns should be protected from retaliation. 

Health & Safety at Work

• Prioritise food safety and integrity. For those Business Partners who prepare or sell food, we take very seriously our role in promoting food safety. Stringent food hygiene processes are essential to ensuring customers are safe and the food they receive is amazing. You are responsible for ensuring that the products that you sell are safe and compliant with applicable law and Deliveroo policies. 
• Prioritise product safety and integrity. For those Business Partners who sell non-food items, we take equally seriously our role in promoting product safety and compliance. You should list and sell products only when you have the legal right to do so and, in some cases, permission from Deliveroo. You must ensure that you only list items in accordance with our Restricted Products Policy and not list items outlined in this Policy. You are responsible for ensuring that the products that you sell are safe and compliant with applicable law and Deliveroo policies.
• Provide a safe and healthy working environment. Working hours must not be excessive - employees and workers have the right to breaks and to rest periods. Overtime shall be used responsibly, in accordance with local laws and not as a substitute for regular employment or engagement. Working environments must meet basic human needs - as a bare minimum, clean drinking water and toilets must be available. Functioning and safe equipment should be provided as needed and appropriate steps should be taken to prevent accidents, including programmes that encompass occupational safety, illness, industrial hygiene, sanitation and ergonomics. Business Partners should be prepared for and respond to foreseeable emergencies and will learn from past incidents.
• Protect the Environment. We expect Business Partners to recognise the importance of the environment around us. Business Partners should embrace sustainability and seek to have a positive impact on communities. Conduct operations with the aim of preserving the environment and reducing negative impacts. We also encourage you to support local communities and engage in social investments for positive change. 

Responsible Sourcing

• We expect you to demand the same standards from your own supply chain, and be able to answer our questions about how your own suppliers or substitutes operate. Your sourcing strategy should promote responsible and ethical choices. You should conduct risk-based due diligence to understand who you are doing business with

This Business Partner Code of Conduct is just the beginning.

Risk must be assessed and mitigated on an ongoing basis. These standards must be more than a statement of intentions. We expect you to continuously review your processes, controls and supply chain and ensure that you meet the standards in this Code, and make improvements as needed. Deliveroo reserves the right to update this Code of Conduct from time to time.

Raising concerns.

If you have an existing relationship with Deliveroo and are not sure whether your own standards meet those of this Code, get in touch with your contact at Deliveroo as soon as possible so that we can work together to address this. 

We support the reporting of any conduct of any Deliveroo employee, merchant, supplier or rider that the reporter believes in good faith to be an actual, apparent, or potential violation of our Code of Conduct. If you have any such concerns, please tell us by emailing ethics.compliance@deliveroo.co.uk so that we can act promptly. All information you provide will be treated confidentially and disclosed only as necessary, including to investigate or report a matter.  

Last updated 27 August 2021

Our customer compensation policy is available here.

Overview

What do we mean by “Virtual Brands”?

Creating a Virtual Brand means using your existing kitchen, equipment and stock to provide customers with another food occasion or cuisine online, which is different to that offered by the original (or parent) brand. A Virtual Brand can allow your business to develop new ideas and new concepts under a new brand name, lowering risk and the size of investment needed, as well as potentially helping you to reduce product wastage and cost. Importantly, Virtual Brands are great for customers, as they increase the diversity of food available to them on the Deliveroo platform. To be considered a Virtual Brand, the menu on offer needs to be substantively different to the menu of the original parent brand. Businesses must contact Deliveroo through the Restaurant Hub for approval to onboard a new Virtual Brand and have it registered on our system.

What do we mean by “Duplicate Accounts”?

By contrast, we consider a Partner to have a “Duplicate Account” where they have two or more menus which are not substantively different from each other. As an indicative guide, Deliveroo considers any site where the menu consists largely of the same items as its primary account operating from the same address, to be a Duplicate Account.  For example, the same number of main dishes (and same recipe) are offered in the second account but using different names or menu descriptions, or indeed with the same dishes and descriptions entirely.  Where there are two sites operating from the same address which have not been approved by Deliveroo as a Virtual Brand, the newer site will automatically be deemed to be a Duplicate Account.

Suspension of Duplicate Accounts

Deliveroo will check new and existing menus which belong to brands operating from the same address. Any Duplicate Account will be suspended from the Deliveroo platform. 

What should I do if my account is suspended?

If you wish the menu to be reinstated on the Deliveroo Platform you will need to make sufficient changes to it, so that the menu items are substantially different from those of the other account menus operating from the same address, for example by offering a different cuisine style or seasonal dishes which are not available on the menu of the primary account. Making small changes (e.g. tweaking the name of a dish from “Thai Chicken Curry” to “Thai Curry - chicken”) or adding small additional items (e.g. sauces) will be insufficient if the menu and dishes it contains remain substantively  the same as  those of the parent menu. Once you have adapted your menu, you should notify your Account Manager or contact Deliveroo through the Deliveroo Hub for approval to onboard a new Virtual Brand and have it registered on our system.

Deliveroo’s Unplanned Outage Policy

At Deliveroo, our aim is to be the best delivery platform to our partners, riders and customers. A big part of that means ensuring we are providing a reliable service, so that you can rely on us as your delivery partner at all times.

Despite our best efforts, there are times where we may experience technical issues that impact the regular functioning of our service. In the rare event we do experience a technical issue with our platform which impacts you, we want to ensure that you and your teams are kept informed as soon as possible, including so that you can take any mitigating actions on your end.

This policy outlines how Deliveroo will handle severe unplanned outages which result in our platform being down and you being unable to fulfil orders as usual (an “Outage”). It includes how we will keep our partners informed throughout an Outage, and what our compensation policy is for orders that are affected as a result of an Outage.

Our Unplanned Outage Communications Process

In the event we experience an Outage, and your orders are affected as a result of the Outage, the following policy will apply.

For Restaurants: We will process a payment adjustment for orders that had to be cancelled as a result of the Outage. We will process a payment adjusting for orders / part of an order that had to be remade as a result of the Outage. You will see these payments reflected as payment adjustments in your Payment Statement in Hub within 2 weeks.

For Grocers and Non Food Retail: If an order had perishable items that were spoiled as a result of the Outage, please contact our Partner Services Centre and they will assess your claim.

This Policy and any payments made to you in accordance with this Outage Policy are subject to the limitations set out in your contract with us. Deliveroo will not be responsible for any loss of sales or business during the period of an Outage.

Last Updated and Effective from 27th July 2023

First and foremost, cancelled orders lead to bad customer outcomes. Customers will have taken time searching for and selecting dishes or items. By subsequently cancelling an order, or closing before a rider has been able to collect the order, Partners leave customers disappointed and hungry. This ultimately makes it less likely that the customer will order again from your business and the Deliveroo
platform.

This Policy is focused on cancellations.

Reasons for cancellations
There are different reasons why an order which a customer has placed will subsequently be
cancelled. These fall into three broad categories:
(1) No fault, customer requested cancellations - The Customer requests an order cancellation, and the Partner agrees to the cancellation request.
(2) “Deliveroo at fault” cancellations - Deliveroo may cancel an order if, for example, we are unable to find a rider to deliver the items. In this scenario, the Partner will still be paid the full value of the order, minus the contractually agreed commission (and [VAT/GST] where applicable).
(3) “Partner at fault” cancellations - there are two ways in which a Partner will be deemed at fault for a cancellation:

(i) The Partner cancels an order (for any reason) after it has been accepted - for example, because they realise they don’t have the ingredients required to make the dish.
(ii) Orders cancelled because the Partner is closed when the rider arrives within 15 minutes of the ‘prep for’ time - These orders will need to be cancelled by Deliveroo so we can process a customer refund, but will be considered a Partner fault. Partners need to remain open for up to 15 minutes after the ‘prep for’ time notified to them when they accept the order so the rider can collect the food.

Impact of Partner-fault cancellations on Deliveroo

When an order is accepted, Deliveroo will look to assign a rider who will complete the delivery in return for a fee. Cancellations negatively impact riders who may have travelled to the restaurant or grocery Partner and foregone other offers of work.

Finally, when orders placed by customers are subsequently cancelled by the Partner, Deliveroo loses the revenue it was due to make from the sale facilitated by its marketplace. There can also be additional customer care costs associated with managing customer complaints and costs associated with incentivising the customer to place future orders having received a poor experience with a cancelled order.

The fee will apply in the event that:

This charge will compensate Deliveroo for the costs of the cancelled order which may include e.g. the costs of bringing the order to you, any rider fees incurred, the costs of managing the customer care process following the cancellation, and additional marketing and promotional activities required to encourage the customer to order again in the future.

Steps you can take to minimise cancellations

You can take steps to reduce the number of orders you cancel, including by:

1. Keeping your stock levels up to date, and marking items as unavailable when you have run out of them, so customers don’t order something that isn’t available.

2. Updating your Deliveroo opening hours for dates and times you won’t be open. This will ensure you are not receiving orders when your business is closed This is particularly important if you have the ‘auto open’ and 'auto accept' features turned on, as this will prevent you automatically opening and accepting orders when you are physically closed. Additionally, please account for Kitchen operating hours if it varies from your listed opening hours.

3. Allowing riders at least 15 minutes after the ‘prep for’ time to collect orders which you receive shortly before you close. Although you will not be open to accept new orders, it is important that orders placed before you close can be picked up by riders.

4. Using busy mode during busy times to help manage order volumes. This provides a signal to Deliveroo that you are experiencing higher order volumes than usual and changes the expected preparation time. This will give you more time to prepare orders rather than having to cancel the order.

5. Temporarily marking yourself as closed, during exceptional periods of customer demand or operational challenges if you are likely to be unable to fulfil additional orders

In addition, Marketplace+ Partners which complete their own deliveries can minimise cancellations by:
6. Setting a delivery zone you can deliver to and ensuring you have delivery drivers
available to deliver orders placed at your business.

Please see our Support Policy for more information on how we handle queries and complaints.

As of 6 November 2023 this Policy no longer applies to Restaurant Partners to whom the Value Programme Policy applies.  It remains in effect for all other Partners, including Grocery and Retail Partners.

Context

We want to offer customers the best possible service when they order from Deliveroo and to ensure that riders are able to pick up and deliver orders efficiently. Deliveroo is committed to supporting all three sides of the marketplace. This all starts with the service which you, our Partners, provide. As a minimum, Deliveroo considers that good service requires three things:

● Accepting and fulfilling the orders you receive - You should avoid rejecting or cancelling customer orders. If you are unable to provide a menu item, you should mark it as unavailable. on your menu. You should also ensure you enable auto accept, keep your stock levels up to date and keep your opening hours up to date and accurately reflected in your Hub account.

● Minimising missing items - You should ensure that you pack your orders in a dedicated area, securely seal the bags, write the number of individual order items on the bag. These steps will help ensure missing item cases are reduced.

● Cooking or preparing orders on time - You should ensure orders are prepared for the pick up time so they are ready when a rider arrives. If you are more busy than usual, toggle on Busy Mode on the Deliveroo tablet so we can amend your prep times. This will ensure riders can maximise their earnings, and food can be delivered to customers on time.

If you are a Marketplace+ Partner, who fulfils the delivery of the order to customers itself, then in addition to the above, we believe excellent customer service also requires:

● Delivering to customers in a timely fashion - You should ensure that orders are delivered to customers at the address specified, on time and in a professional manner.

Minimum Requirements

While we understand that things can sometimes go wrong, as a Partner on our platform, you must meet certain minimum service standards. We set these standards to try and reduce bad outcomes for our consumers and riders. To avoid the risks of being suspended from the Deliveroo platform you must meet the requirements below.

If you operate multiple sites, each site you operate will be evaluated individually.

(1) Rejections: Reject fewer than 22% of the orders you receive; and

(2) Missing or Incorrect item: Have fewer than 12% of orders where at least one missing or incorrect item is reported by a customer; and

(3) Rider Wait Time: Have fewer than 40% of orders where food is ready for collection more than 5 minutes after the expected pick-up time communicated to you on the Deliveroo platform.

(4) Px fault Cancellations: Cancel fewer than 4.5% of the orders you receive

If you are a Marketplace Partner, you must also:

(5) Missing / Late orders. Have fewer than 2.5% of your orders reported as late or missing by customers.

You can see how you are performing against each of these metrics in the Hub.

Notification and Suspension

In the event any of the above thresholds are breached over any rolling month-long period, you may be suspended from the platform for a period of at least 60 days. If you wish to ask questions about or wish to challenge a suspension decision, you can do so by contacting us through your Hub account. Please see our Support Policy for more information on how we handle queries and complaints.

Reinstatement

At the end of the 60 day suspension period, you must contact us via Restaurant Hub to request to be reinstated on the platform. We will require you to submit a resolution plan via Hub, setting out how you plan to improve your operations in order for you to be reinstated.

Permanent Offboarding

If a site fails to meet the required levels of operational performance following suspension and reinstatement on the platform on three or more occasions, Deliveroo may at its discretion notify you and terminate the provision of its services in full, and the affected site(s) will be offboarded from the Deliveroo platform.

Last updated and effective as of 15th October

1. Context

A product recall is initiated when a product has to be removed from sale because it is potentially harmful. It is your responsibility to ensure that you include a process for recalls in your own food safety and product safety procedures. 

If you are uncertain about these legal requirements, please seek advice from an expert.

You can find current recalls available for Food (here) and Products (here). 

1. Recalls

In the event of a product recall, you must: 

• remove the recalled product from your menu as soon as possible;  
• ensure the product remains off your menu until it is no longer subject to recall and is a  safe product; and
• advise affected customers that have bought the recalled product to take specific actions (e.g. disposal or return of the product). Because Deliveroo holds your customer details you will need to notify us (in the manner specified below) and we may contact your customers on your behalf.

1. Getting in touch 

To alert us of a product recall, email us using the email address below only if a product listed on your menu has been recalled: ODG Recall <odg.recall@deliveroo.co.uk>

We will acknowledge receipt and confirm the name of the person who’s dealing with the notice. Please promptly respond to any further questions we may have as we may need additional information to assist us in notifying your customers. 

To ensure we have as much information as possible please include the following information in your email to us:

For Food Recalls:

The email should have the subject line “URGENT Food Product Recall" followed by the Product Description and SKU. 

The email body should contain the following details: product weight, use by/best before date, batch code, when product was placed on market, who recalled the product, reason for recall and the action customers are advised to take. 

For Product Recalls:

The email should have the subject line  “ URGENT Product Recall"  followed by the Product Description and SKU. 

The email body should contain the following details: model, batch number(s), product description, when product was placed on market, reason for recall and the action customers are advised to take.

1. Refunds

We will also refund your customers the cost of the recalled product when they request it. The cost of the refund will be then passed onto you. 

1. Removal and Suspension from the platform 

It is your responsibility to notify us promptly and immediately remove the affected products off our platform. If you do not remove any recalled products off your Menu then Deliveroo may remove the recalled products. If you continue to sell recalled products on the platform then we may suspend you. You are able to contest any suspension via your Hub account.

Last Updated and Effective as of 15th October

We want to expand the range of products that our partners are able to sell on the Deliveroo platform. This will broaden consumer choice and allow merchants to generate more revenue from using our platform. As we expand consumer selection, it is important that partners continue to sell products only when they have the legal right to do so and, in some cases, permission from Deliveroo. This will ensure that consumers are protected from any product listings that are illegal or against the guidelines set out below. 

1. Items permitted on the Deliveroo platform 

You must ensure that you only list items on the Deliveroo platform in accordance with this policy and the terms of your partner contract with Deliveroo.

We may update the list of permitted, restricted and prohibited products via additions to this policy. 

Partners remain responsible for ensuring that all items listed by them on the Deliveroo platform are lawful to sell and possess and safe, and for ensuring that the Partner has all rights, permits, certificates, registrations, licences and approvals (including in accordance with our Registration and Licensing Policy) required to sell all items listed by them. Partners should, where appropriate, take their own legal advice in respect of the sale of products on the Deliveroo platform.

2. Prohibited Items

Although Deliveroo is expanding the range of products that its partners can make available to consumers on the platform, there are some  products which Partners cannot list for sale under any circumstance. 

You must not list any items which are:

• illegal to sell, possess or use in the market in question. 
• faulty, or which are unsafe or recalled
• large, bulky, or excessively heavy items, which would be impractical and difficult for riders to carry. This includes items which weigh 5kg or higher, have a volume of 5L or higher, or which are over 40cm in length, width or height.

You must also not list:

• Knives of any kind, including any blades, swords or razor blades (except safety razors)
• Weapons
• Imitation firearms and crossbows
• Gambling related products, including lottery tickets and scratchcards 
• Explosives or ammunition
• Sparklers, fireworks, firecrackers and firelighters
• Pornographic material and video recordings: classification 18R
• Lithium batteries 
• Petrol, diesel, paraffin and LPG
• Fertiliser 
• Corrosive substances 
• Poisons listed in Schedule 1 of the Poisons Regulations 2008, or any product which contains a substance listed in that Schedule
• Explosive precursors listed in Annex 1 to Regulation (EU) No. 98/2013 on the marketing and use of explosive precursors, in a concentration higher than the relevant limit set out in that Annex  
• Counterfeit and copied goods
• Medicines
• CBD products. Deliveroo may permit the sale of CBD products from specified brands on a case by case basis, and will update this policy if we do so. 
• Drugs which are illegal to possess, sell or use 
• Drug paraphernalia: any item which is primarily used for making, preparing or using an illegal drug, or which is marketed as being used for making, preparing, or using an illegal drug, are also prohibited from the platform. This includes, but is not limited to, the following items:

1. Butane Honey Oil "BHO" extractors and kits
2. Bongs and all related accessories
3. Dab kits
4. Grinders
5. Pipes made from metal, most woods, acrylic, glass, stone, plastic or ceramic
6. "Rose in a Glass" pipes and similar products
7. Vaporizers and all related accessories
8. Wired cigarette papers
9. Nitrous Oxide, also known as ‘laughing gas’, canisters or crackers
10. Drug purity testing kits
11. Clear grip seal bags, also known as ‘baggies’

In addition, partners should be aware of the terms in section 6 for so-called “legal highs”.

3. Items which require additional approval from Deliveroo before being sold on the platform

You can only sell certain items over the platform if Deliveroo has approved you to do so. Deliveroo may verify that you have the required licence(s) to sell the items in question, and/or that you have the appropriate management systems in place to safely manage the sale of the goods in question. 

• Currently, Partners cannot sell adult toys over the Deliveroo platform, unless otherwise expressly permitted by Deliveroo.

Please contact us on the Hub if you wish to sell these items. We will review your request and as above we may verify that you have the required licence(s) to sell the products and/or that you are able to manage the sale of goods safely (e.g. tagging of items). If you have not received permission to sell these items, you cannot list them on the platform.

We will continue to update this list if new product categories develop. 

4. Items which need to be tagged correctly by Partners in order to be permitted on the platform

There are some items which partners need to apply a tag to when adding them to their Deliveroo menu. There are a number of reasons why a tag may be required.

• The items may be subject to age restrictions, such as alcohol or tobacco products. Tagging the product will ensure riders are aware they need to verify the customer is over the required age when delivering the product. 
• The law places restrictions on if, and how, certain items can be marketed, including whether they can be included in promotions, discounts and voucher schemes. To ensure these items are excluded from such promotions, you will need to apply the correct tags when uploading  or amending the products.
• There may be a cap on the number of items an individual can place in their baskets. 

At present, tags are available and must be applied for the following products:

• Age restricted items (including but not limited to: alcohol,  tobacco products and cigarette papers, nicotine products including vapes, e-cigarettes and e-liquids, lighter refills containing butane, aerosol paint and video recordings and games rated 18) 
• Early Stage Infant Formula

We are expanding this list of tags on a regular basis and the updates will be reflected on this policy once they are live. 

While these items can still be listed for sale under the platform (subject to the Partner having the requisite licences - see our Registration and Licensing Policy), it is your responsibility to ensure these are tagged appropriately. This will ensure the items are sold in line with legal requirements and/or caps we may place on basket sizes. Items not tagged correctly will be deemed to be in breach of this policy.

5. Items for which partners must apply the max item quantity toggle to be allowed on the platform 

For bulky items (that is items weighing between 1.25kg-4.99kg) you must apply a max item quantity toggle in “Menu Manager” to limit the sale of these items to a maximum of 2 items. You do not need to tag these items.

6. So-called “legal highs”

It is an offence for partners to sell some so-called “legal highs”, which are certain substances governed by the Criminal Justice (Psychoactive Substances) Act 2010 (examples would include solvent-based glues, correction fluid thinner, marker pens, anti-freeze, cooker cleaner, certain aerosols such as air-freshener or hairspray and nail varnish/nail varnish remover) to a customer if you know or should have known that the substance is likely to be being bought for its psychoactive effects.

You should apply reasonable max item quantity limits to these items, in addition to any other measures you usually take to ensure compliance with the laws governing these substances. Those measures may include using the platform’s tagging features to tag products containing these substances as age restricted.

7. Removal of items which breach this policy

Deliveroo uses systems which search for keywords and product names to detect products which breach the terms of this policy. Where necessary, there will be a human review to determine whether a product is allowed on the platform. Any item deemed to be in breach of this policy will be removed from the Deliveroo platform.

If we believe that any of your menu items are not accurately tagged we reserve the right to tag the items or remove them from the platform.

Deliveroo will notify you if / when it decides to remove a product from listing. This notification will include a justification for why the item has been removed.

If a partner repeatedly infringes this policy and/or reintroduces a product after it has been removed by Deliveroo, they may be suspended or permanently removed from the platform.

8. Challenging the removal of a product from the Deliveroo platform

If a partner wishes to challenge the removal of an item, they should submit a Help request through their Hub Account. In this request, they should explain the product in question which has been removed, and explain why they believe the item is permitted, and does not breach the terms of this policy.

Effective 18 February 2024

This policy forms part of your agreement with Deliveroo.  For restaurant sites to whom this policy applies (see below), this policy replaces the Partner Operational Success Policy.

Context 

85% of Deliveroo customers said ‘Value for Money’ was important when choosing which restaurant to order from. Because of this we launched the Value Programme that recognises Partners who provide good value for money and will be giving each restaurant a Value Score.  Deliveroo considers that good value requires:

Quality: which we determine based on customer app rating.

Great Service:

• Accepting and fulfilling the orders you receive - You should avoid rejecting or cancelling customer orders. If you are unable to provide a menu item, you should mark it as unavailable on your menu. You should also ensure you enable auto accept, keep your stock levels up to date and keep your opening hours up to date and accurately reflected in your Hub account.
• Minimising inaccurate orders - You should ensure that you pack your orders in a dedicated area, securely seal the bags, write the number of individual order items on the bag. These steps will help ensure missing item cases are reduced.
• Cooking or preparing the food on time - You should ensure orders are prepared for the pick up time so they are ready when a rider arrives. If you are more busy than usual, toggle on Busy Mode on the Deliveroo tablet so we can amend your prep times. This will ensure riders can maximise their earnings, and food can be delivered to customers on time;  and

Fair Prices

• We believe minimizing price mark-ups over your in-store prices is fairer for customers and builds trust between restaurants and consumers. 

If you are a Marketplace+ Partner, who fulfils the delivery of the order to customers itself, then in addition to the above, we believe excellent customer service also requires:

• Delivering to customers in a timely fashion - You should ensure that orders are delivered to customers at the address specified, on time and in a professional manner.

Who does this Policy apply to?

The Value Programme applies to all restaurant partner sites in the Republic of Ireland including Marketplace+ sites, Editions sites and Virtual Brands (but excluding Signature partner sites) once they have met the following criteria:

• sites must have been live on the platform for at least 56 days from activation.  The Value Programme  will then apply from the start of the first calendar month following a site’s 56th day live on the platform; and
• sites must receive at least 20 Orders in a month on the platform.

The following sites will not be included in the Value Programme:

- sites in zones that have been served by Deliveroo for less than 6 months; and

- sites that we determine are no longer active on the Deliveroo platform.

Your Value Score

For sites where this Policy applies, unless your Value Score is pending, you will have a Value Score of either Action, Improve, Okay, Good or Great.  Your Value Score is determined by Deliveroo based on the following metrics:

• Price Mark-up (where available): the percentage difference between (a) the sum of the prices of the top 20 Menu Items* sold from a site on Deliveroo (by gross merchandise value) and (b) the sum of the prices of the same Menu Items sold from that physical site (either the relevant takeaway prices, dine-in prices or the prices on that site’s own ecommerce store for in-restaurant collection, whichever is the lower);
• Rejections: the percentage of orders received by a site that are rejected by the Partner;
• Order Inaccuracy: the percentage of orders resulting in a customer claim for one or more of Missing Items, Incorrect Order, Cooked Incorrectly or Dietary Requirements not met;
• Rider Wait Time: the percentage of orders where food is ready for collection more than 5 minutes after the expected pick-up time communicated to you on the Deliveroo platform (or if later, the time at which the Rider actually arrives at the Site and notifies you of their arrival);
• Partner-fault cancellations: the percentage of orders cancelled where the Partner is at fault (see Cancellations Policy for more information); and
• App Rating;

* or fewer, where a site has fewer than 20 Menu Items available on Deliveroo that we can match to items available in-restaurant

and, if you are a Marketplace+ Partner:

• Missing/Late orders: the percentage of orders reported missing or late by customers.

How is the Value Score Calculated?

The metrics required for each Value Score are set out here.

These metrics are measured each month by Deliveroo for each site and Deliveroo will notify you of the resulting Value Score for your site on or around the 5th calendar day of the following month via Restaurant Hub, email or otherwise via the platform.

When you are notified of your Value Score for each month, the notification will set out each metric applicable to you, including whether or not the Price Mark-up metric is available for your site.

Price Mark-up metrics are not available for all sites.  If Price Mark-up metrics are not available for a site, that site will not be eligible for the Good or Great Value Scores. Sites may still be scored Okay, Improve or Action based on the other applicable metrics.

In some circumstances where we are not able to calculate a Value Score, your Value Score will be shown as pending.  Where a site’s Value Score is pending, no Benefits or Limitations will be applied to that Site.

Benefits and Limitations

A site’s Value Score will determine whether certain features are available on the Deliveroo platform (“Benefits”) or whether certain features are not available (“Limitations”) for that month.  

The Benefits and Limitations which will apply for each Value Score are set out here. 

Your Value Score may go up or down from month to month, and consequently the Benefits and/or Limitations applicable to any site may change from month to month.

Unless we tell you otherwise, Benefits and Limitations may be applied automatically from the point at which a site is notified that it has achieved the relevant Value Score and removed automatically from the point at which a site is notified that it no longer has the relevant Value Score.

Marketer Offers 

For Benefits that are Deliveroo-funded Marketer Offers: Partners will need to sign-up for the relevant Marketer Offer via Restaurant Hub, unless you have already signed up for that Marketer Offer. Follow the instructions Deliveroo provides when you are notified of a site becoming eligible for Good or Great Benefits.  Marketer Offers are subject to the Marketer Terms & Conditions. 

If you sign-up for a Deliveroo-funded Marketer Offer Benefit and then later cease to be eligible for the same level of Deliveroo-funded Marketer Offers under the Value Programme because your Value Score has changed, then you will be required to fund those Marketer Offers from the point at which you are notified of your new Value Score.  To avoid this, you should opt-out of the Marketer Offers you no longer wish to fund if you are notified that your Value Score has changed to a lower score.

Suspension and Termination

Subject to any Appeal or Pricing Update (see below), Deliveroo may suspend a site from the platform for a period of at least 60 days or permanently terminate the provision of all services to that site in full, and offboard that site from the platform where that site:

• has an Action Value Score for at least 2 consecutive calendar months and that site’s Value Score remains Action for a third month; 
• has an Improve Value Score in any month followed by an Action Value Score for the next 2 consecutive calendar months; or
• has a Price Mark-up metric which meets the threshold for Action as its first Value Score following reinstatement after being suspended under this policy. 

We will notify you at least one month prior to such termination or suspension that your site may be eligible for suspension. 

Reinstatement

If your site is suspended, at the end of the 60 day suspension period you must contact us via Restaurant Hub to request to be reinstated on the platform. We will require you to submit a resolution plan via Restaurant Hub, setting out how you plan to improve your operations and/or bring your Price Mark-up below the Action threshold in order for you to be reinstated. Unless you are Appealing your Price Mark-up metric or making a Pricing Update (see below), you cannot request reinstatement on the Platform before the end of the 60 day suspension period.

Disputes, Price Mark-up Appeals and changes to your pricing

If you believe your Price Mark-up data is incorrect, or you have recently made a change to your pricing that is not reflected in your Value Score, you can challenge that data (an “Appeal”) or tell us about that change (a “Pricing Update”) by following the relevant process via your Hub Account and providing the supporting information required, or by contacting your account manager.  

Deliveroo will reasonably consider Appeals and Pricing Updates and determine whether your Price Mark-up data is correct, and we will correct any Price Mark-up data we determine is wrong or should be updated to reflect a valid Pricing Update.  We aim to resolve Appeals and Pricing updates as soon as reasonably practicable.  Deliveroo may reject Appeals or Pricing Updates if it suspects they are fraudulent, abusive or made in bad faith. 

Unless your site has already been suspended, where you are Appealing a Price Mark-up metric that has resulted in an Action or Improve Value Score, your site’s Price Mark-up metric will be treated as meeting the Okay threshold pending Deliveroo’s decision on the outcome of that Appeal.  However if any other metric meets the threshold for Action or Improve, then your Value Score will remain the same.

Where your site has already been suspended and you are Appealing a Price Mark-up metric, your site will remain suspended pending the outcome of that Appeal.

Where your site has already been suspended and you notify us of a valid Pricing Update and request reactivation, we will update your Price Mark-up metric as soon as reasonably practicable. If this results in your updated Value Score no longer being Action, then your site will be reinstated on the Platform.  However remember that if any other metric still meets the threshold for Action, then you will still not be able to request reactivation until the end of the 60 day suspension period.

Where you are Appealing a Price Mark-up metric that has resulted in a Value Score of Okay or Good, your site’s Value Score will remain in the current tier pending Deliveroo’s decision on the outcome of that appeal.

If you have other questions about the Value Programme (including about non-Price Mark-up metrics) you can ask them by contacting us through your Hub account. Please see our Support Policy for more information on how we handle queries and complaints.

Last updated: 17 April 2024

This policy is part of your contract with Deliveroo. 

It is important for Deliveroo to support Partners and work together to resolve any issue you may have. This Partner Support Policy outlines how partners in Ireland ("Partners") who use the Deliveroo platform to sell their goods/services, can contact Deliveroo; explains how Deliveroo handles enquiries and complaints; and includes details on how you can request the intervention of an external and independent mediation service as an alternative to the internal dispute management mechanism offered by Deliveroo.

General framework

Our aim is to provide you with all the necessary information so that you can successfully manage the services we provide and understand how to make the most of our collaboration. You will find answers to many questions in the 'Help' section. In addition, we have a dedicated team ready to offer you assistance if you have any questions or complaints. 

Internal complaint management system for Partners:

How to contact us

Here you will find the contact details for your target market.

Our goals

We aim to answer and resolve all enquiries and complaints within a reasonable timeframe. More complex enquiries or complaints may take longer or require further investigation, but in any case we do our best to keep you constantly updated and try to adopt a consistent approach depending on the type of enquiry or complaint. We are committed to making our platform accessible to Partners and to resolving any disputes that arise between all Partners using our platform and Deliveroo, in a clear and transparent manner.

If you are not satisfied with the outcome or the solution we provide, please let us know so that we can try to find another solution and improve our processes.

In particular, Partners may lodge a complaint in cases where there is:

1. alleged non-compliance by Deliveroo with any obligations which affect the Partner lodging the complaint (‘the complainant’);
2. technological issues which relate directly to the provision of online intermediation services, and which affect the complainant;
3. alleged measures taken by, or behaviour of Deliveroo which relate directly to the provision of the online intermediation services, and which affect the complainant; 
4. a dispute related to the Terms and Conditions of Deliveroo's services with respect to the P2B regulation, or to their execution, validity or enforceability; or
5. in cases of restriction, suspension or termination of their account, in order to enable them to clarify the facts and circumstances that led to the action of restriction, suspension or termination of service by Deliveroo.

Following the submission of the complaint to our contact point, we will take up your request and notify you by email of the initiation of the file and subsequently the outcome of the complaint. 

In any event, we specify that any attempt to reach an agreement through our complaints handling system does not prejudice the right to take legal action, either for Partners or for Deliveroo, nor the possibility of accessing any mediation mechanisms, at any time, during or after the complaints handling process. 

Mediation

Each Partner has the option of requesting the intervention of a mediator provided by the Centre for Effective Dispute Resolution (“CEDR”), in accordance with the procedures established by the Centre.

Before the possible intervention of a mediator, however, we encourage you to try to inform the support team of the problem (as described above) and give us the opportunity to resolve the issue.

The Centre for Dispute Resolution CEDR is an independent, non-profit organisation and the services it offers are chargeable. The costs depend on the complexity and scope of the problem and will initially be shared between you and us. Payment for this service must be made before the mediation begins. The share of the total costs of the mediation is determined on the basis of the mediator's proposal, taking into account all the relevant elements of the case, in particular the merits of the claims of the parties to the dispute, the behaviour of the parties, and the size and financial capacity of one party compared to the other.

In the event that we do not agree on a mediator within 14 days of your mediation request, the CEDR will appoint one.

Mediation is a procedure through which a neutral, qualified mediator actively helps people and organisations to resolve disputes out of court. For any disputes relating to terms and conditions, or if you are dissatisfied with the outcome of your complaint to Deliveroo, you have the option of requesting the intervention of a mediator made available through the CEDR (Centre for Effective Dispute Resolution). You can apply for mediation here. You can find more information on how the CEDR works here. A list of CEDR mediators is available here.

You can contact us to request more information before or during the mediation on the functioning and effectiveness of the mediation system. 

Please note that the mediation may take place in English and that the mediators' hours of availability will be reasonably compatible with those of your work.

In addition, if you reside in Ireland, you can also submit your request for mediation to the Irish Commercial Mediators Association, which will appoint a mediator.

In any case, Partners have the possibility of requesting the intervention of a mediator made available also by different allocation centres than those indicated above, upon agreement with Deliveroo.

Deliveroo will endeavour and adhere in good faith to any mediation attempt by you, except in the following cases:

• if the Partner initiates proceedings on a matter in relation to which the same Partner has previously initiated proceedings by requesting mediation and the mediator has ascertained that the Partner did not act in good faith in that case, or if the proceedings previously initiated between the parties are still ongoing; or
• in cases where repeated unsuccessful mediation attempts have been made with the same Partner. 

In any case, such exceptional situations will not limit the Partner's ability to submit a case to mediation if, as determined by the mediator, the object of the mediation is not related to the previous cases.

The attempt to reach an agreement by resorting to mediation in order to settle a dispute in accordance with this Article shall be without prejudice to the right of Deliveroo and the Partners to take legal action at any time before, during or after the mediation process.