Policies

Community guidelines

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.

Complaints and recall policy

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.

Food hygiene and safety policy

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.

Registration and licensing policy

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 critical to Deliveroo that all its partners operate in a way that is safe, responsible and legally-compliant. This policy sets out the types of registrations, licences and permits that you may require in order to sell products through the platform.  It is not intended to be an exhaustive list. 

Registrations

  • You may need to register with your local authority or other relevant regulators in order to sell or supply food and/or beverages.
  • 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.

Licences

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

  • the sale of alcohol; and/or
  • the sale of late-night refreshments within certain hours.

It is your responsibility to ensure that you have all appropriate registrations, licences and permits in place for your business. It is also your responsibility to comply with all conditions and requirements of your registrations, licences and permits. 

In the event that we reasonably believe that you do not have appropriate registrations, licences and permits in place or that you have not complied with the requirements of those registrations, licences or permits, we reserve the right to immediately suspend the provision of our services without notice.

Menu information policy

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.

Allergens policy

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 ‘Restaurant 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 Restaurant Hub. It is also possible to add a further header about allergens - please contact us through Restaurant 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 'Restaurant Notes' based on your own risk assessments. You can also add tailored information about your restaurant and menu in ‘Restaurant Info’, 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 Restaurant 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)

Support policy

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.

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.

Equipment policy

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.

Brand policy

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.

Ranking policy and data access and sharing policy

Our “Ranking Policy” and our “Data Access and Sharing Policy” are available on request by contacting us through Restaurant Hub, either by submitting a "Help" form or by using Live Chat.