Policies

Last updated 21 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.

Purpose: 

This policy sets out what you should do in the event of a product recall and how you should contact Deliveroo.

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.

2. 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.

3. 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, the date the reported defect was discovered, the damage or problems likely to be caused by the defect, the action customers are advised to take, and any other relevant information. 

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, the date the reported defect was discovered, the damage or problems likely to be caused by the defect, the action customers are advised to take, and any other relevant information.

4. 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. 

5. Cost of Recovering Recalled Products

If your customers incur a cost that is directly related to the process of returning the recalled products and the customer is entitled to be compensated for this cost, this cost will be passed onto you. 

6. 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 28 June 2023

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 including the Singapore Standard Guidelines for food e-commerce (SS 687:2022). 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 in relation to the following:

• 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 August 2024

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 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, permit, or other form of 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;
• the sale of over the counter medicines;
• the importation, manufacturing and processing of certain pet food and feed for non-food producing animals; 
• the manufacturing, importation and/or sale of telecommunication equipment; 
• the supply or advertisement for supply of controlled goods; and,
• the advertisement of items such as health & pharmacy items, including Chinese proprietary medicines, health supplements, and therapeutic products.

Last updated 21 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 21 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 laws, including the Sale of Food Act and the Environmental Public Health Act. You are also responsible for labelling or advertising the products you sell in accordance with all such laws and guidelines. 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.
• 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 and in accordance with all applicable laws. 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 allergens that must be indicated if present in prepacked food products are:

• cereals containing gluten, i.e. wheat, rye, barley, oats, spelt or their hybridised strains and their products; 
• crustacea and crustacean products; 
• eggs and egg products; 
• fish and fish products; 
• peanuts, soybeans and their products; 
• milk and milk products (including lactose); 
• tree nuts and nut products; and 
• sulphites in concentrations of 10 mg/kg or more.

Last updated: 21 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 21 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.

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 3 September 2024

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 August 2024

We have expanded the range of products that our partners are able to sell on the Deliveroo platform. This has broadened consumer choice and allows merchants to generate more revenue from using our platform. It is important that partners continue to list and sell products only when they have the legal right to do so and, in some cases, permission from Deliveroo. This will ensure that consumers continue to be 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 and they will be effective immediately unless otherwise stated. Partners must from time to time check this policy for updates and for any communication regarding these updates. 

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

Deliveroo has expanded the range of products that its Partners can make available to consumers on the platform but 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 Singapore; 
• faulty, past its expiry or best before date, or which are unsafe or recalled; and
• 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, including weapons listed in the Second Schedule of the Singapore Corrosive and Explosive Substances and Offensive Weapons Act 1958 or guns, arms, explosives (including plastic explosives), or explosive precursors, as defined in the Singapore Arms and Explosives Act 1913.
• Imitation firearms and crossbows.
• Gambling-related products, including lottery tickets, scratchcards and mystery boxes.
• Sparklers, fireworks, firecrackers and firelighters.
• Pornographic material and video recordings.
• Petrol, diesel, paraffin and LPG.
• Fertiliser.
• Corrosive products listed in the First Schedule of the Singapore Corrosive and Explosive Substances and Offensive Weapons Act 1958 or chemicals listed in the Schedule to the Singapore Chemical Weapons (Prohibition) Act 2000.
• Regulated substances listed in the Schedule to the Singapore Poisons Act 1938.
• Lithium batteries, except those which comply with the requirements of paragraph 6 of this policy.
• Petroleum and flammable materials which are subject to the Singapore Fire Safety (Petroleum & Flammable Materials) Regulations or hazardous substances controlled under the Singapore Environmental Protection and Management Act 1999.
• Counterfeit and copied goods, and goods which otherwise infringe a third party’s intellectual property rights.
• Cosmetic products in violation of the specified conditions set out in the Third Schedule of the Health Products (Cosmetic Products — ASEAN Cosmetic Directive) Regulations 2007.
• Live animals.
• Prescription-Only Medicines (POM).
• Pharmacy-only therapeutic products (P).
• Unregistered medical devices except for Class A medical devices and other exempted medical devices (e.g. surgical masks, protective gear, and thermometers under the Health Products (Supply of Medical Devices — Exemption) Order 2022.
• "Professional use only" and "trained user only” medical devices, even if registered.
• Adulterated, counterfeit or substandard health products.
• Chinese proprietary medicines without product listing approvals.
• Any product flagged by the Health Sciences Authority (e.g. for defects or adverse effects, false or misleading advertisements, etc.).
• Nutrition products which contain toxic heavy metals.
• Over the counter medicines, except if you are a Partner who is approved to sell over the counter medicines pursuant to paragraph 3 of this policy. 
• CBD and THC products.
• Tobacco products and imitation tobacco products.
• Vaping products.
• 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’.

• Telecommunication equipment not registered with the Infocomm Media Development Authority or otherwise not in compliance with the Telecommunication (Dealers) Regulations.
• Controlled household electronic goods not registered with the Consumer Product Safety Office, without a Safety Mark, or otherwise not in compliance with the Consumer Protection (Safety Requirements) Regulations. 
• General consumer goods that do not comply with applicable safety standards specific to the product or otherwise not in compliance with the Consumer Protection (Consumer Goods Safety Requirements) Regulations.
• EV chargers not approved by the Land Transport Authority or otherwise not in compliance with the Electric Vehicles Charging Act 2022.
• Food items not compliant with the Sale of Food Act 1973, including food items which:
• - are adulterated;
• - contain prohibited substances;
• - contain a substance in excess of permitted proportion than is permitted under law, are unsafe, or are unsuitable; 
• - contain alcohol in excess of the permitted proportion under law;
• - are not packaged or labelled in the required manner under law; 
• - are labelled or advertised in a manner that is false, misleading or deceptive or is likely to create an erroneous impression regarding its value, merit or safety;
• - not of the quality or not of the nature, or not of the substance of the food demanded by the purchaser; or
• - manufactured, prepared, preserved, packaged or stored under insanitary conditions.
• Chewing gum.
• Any item depicting the Singapore flag or arms.
• High power lasers (3b laser or Class 4 laser).
• Any item which the Singapore Police Force considers to be a prohibited or controlled item.

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. 

Partners cannot sell the following items over the Deliveroo platform, unless otherwise expressly permitted by Deliveroo:

• Over the counter medicines (e.g. painkillers)
• Adult toys
• High-Value Items: Items with a list price above the limit set out here. We may update the limit from time to time so please check the link periodically for changes. 

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. 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. For example, we may limit a customer to purchasing two of the same medicine items in any single purchase.

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

• Age restricted items (including but not limited to alcohol, lighter refills containing butane, video recordings and rated games) 
• Infant Formula
• Over the counter medicines, such as paracetamol and ibuprofen (where you have approval to sell these - please paragraph 3 “Items which require additional approval from Deliveroo before being sold on the platform”)

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. Lithium Batteries

Partners may only list lithium batteries or devices connected to lithium batteries (e.g. smartphones, cameras, power tools, toys, power banks) which meet the following requirements:

• For lithium ion/polymer batteries, the Watt-hour rating is not more than 20Wh per cell or 100Wh per battery; 
• For lithium metal/alloy batteries the lithium content must not be more than 1g per cell or 2g per battery; and
• Where the lithium battery is not connected to an electronic device each delivery must not contain more than four loose cells or two batteries.

If the lithium battery is connected to an electronic device the equipment containing the batteries must be packaged in strong rigid outer packaging, secured against movement within the packaging and unlikely to be damaged during transport. 

Where the lithium cell or battery is not connected to an electronic device they must be packed in inner packaging that completely encloses them to protect from short circuit. 

Partners must include the voltage, aH rating and Watt-hour rating in the item description for any product sold which includes a lithium battery. Any product that does not include this information in the item description may be removed from the platform. 

For clarity, partners may list alkaline batteries, but they must be packaged with cushioning material. 

Portable power banks should comply with Consumer Goods Safety Requirements Notice No. 1 of 2015.

7. Removal of items which breach this policy

Deliveroo operates monitoring 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 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.