Our absolute priority is to offer the safest service possible to customers, riders and restaurants and we have taken a number of important actions to ensure we deliver food safely for everyone. For example, we have introduced contact-free delivery, restaurant management rules for order delivery and guidance for riders on safe and secure delivery. We are in regular contact with local health officials to make sure we are offering customers, restaurants and riders the most up-to-date guidance and safest service possible. We realise this is a concerning period for everyone and want to assure you that safety is our priority during and beyond this unprecedented time.
Customers can choose ‘Contact-free delivery’ at check-out. Riders will be able to see when a customer has selected this option in the order’s delivery notes and will then follow a simple process to ensure there is no contact when the food is delivered. Riders will be asked to let the customer know they have arrived, place the order outside their door, step a safe distance back and wait nearby for the customer to collect the food before the order can be completed. Riders are also able to make orders contact-less if they wish by letting customers know through the app before they arrive.
Since the outbreak of COVID-19 we have and continue to do everything we can to help riders:
We are here to deliver for restaurants who want to carry on offering their amazing food to families at home during this difficult time. We are working with restaurants to optimise their operations for delivery, and we are doing everything we can to make sure people still have access to the food they want and need.
We have:
Our customer care team is on hand to support our customers with any outstanding queries or complaints. We are experiencing high demand but all outstanding queries and complaints will be dealt with promptly.
We have dedicated teams in place to support our customers, riders and restaurant partners during this worrying time. Please send us an email to support@deliveroo.hk, or you can send a message in-app or via Twitter and Facebook.
Deliveroo is on a mission to transform the way you order food. We partner with the best restaurants in the business – from local hotspots to national favourites – and bring you the food you love, right to your door.
With thousands of choices and a fleet of our own delivery riders, we’ll have your order with you in an average of 32 minutes.
Deliveroo is a British tech success story. After moving from New York to London, our founder was surprised to find it was nearly impossible to get great quality food delivered. So he made it his personal mission to bring great restaurants closer to their customers.
We now operate in over 100 towns and cities across the UK, employing over 600 software engineers and employees in our UK headquarters, working with more than 8,000 partner restaurants and engaging 15,000 riders.
You can order either on the website or by using the Deliveroo app, available on iOS and Android. Simply add your postcode to find all the great restaurants delivering in your area, choose your food and place your order.
Once the restaurant receives your order, they’ll get to work preparing your food and then carefully package it. Once it's all ready to go, a Deliveroo rider will pick it up and bring it to you.
If you want to be super-organised, you can also order up to 24 hours in advance with a scheduled delivery.
We personally curate a high-quality and diverse selection of restaurants in your area. This can range from a top neighbourhood Italian trattoria to well-regarded national burger chain. The only thing you will not find on Deliveroo is low-quality takeaway restaurants.
We deliver every day from morning until late at night, and different restaurants will have different opening times. Visit the homepage or the app to see which restaurants are available in your area.
Once you’ve placed your order, it’s sent directly to the restaurant for them to prepare and package. Once it’s ready, a Deliveroo rider will pick up your order and bring it to your delivery address.
We only take card payments because it lets us provide you with the best possible experience. It creates a safer working environment for riders too. Feel free to tip your rider in cash.
Whether you tip or not is completely up to you. You can tip in the app when placing your order or tip in cash when the rider delivers your food. Riders receive 100% of all tips.
The minimum order amount can vary depending on which restaurant you’re ordering from. If there’s a minimum order amount, you’ll be informed at checkout before you place your order.
If you have a voucher code, you can redeem this in the app or on the website.
If you’re using the app, go to your account and add the code into the ‘Enter a Promo Code’ field. On the website, click ‘Add a Code’ on the checkout page.
We encourage restaurants to always use the same pricing for delivery as they do for their in-house menu, although there may be exceptions. Pricing for each menu item is clearly displayed in the app. If you have any questions about menu pricing, please contact the restaurant directly.
Yes! You can schedule orders for up to one day in advance and choose any delivery time from midday onwards.
Yes. You can use Deliveroo’s Pickup service to collect orders from participating restaurants nearby. Use the app to find out which restaurants offer Pickup in your area.
Packaging always depends on the type of food and restaurant you’re ordering from. Restaurants take great care to use packaging that maintains the correct temperature for as long as possible.
If you have suggestions regarding the packaging or appearance of your food when it’s delivered, please contact us on support@deliveroo.hk and we’ll pass on your feedback to the restaurant.
We have a dedicated team that looks after your entire Deliveroo experience, from the moment you place an order right through to it arriving with you.
However, we do understand that sometimes things might go wrong. If this is the case, you can use the Help function in the Deliveroo app to speak to our customer service team and report any issues.
You can also contact us at support@deliveroo.hk.
You can contact our Customer Service team via the Help function in the app and we’ll do our best to make sure you get all the items you want added to your order.
Sometimes things outside of a rider’s control can cause a delay. Where we can, we will always try and proactively call you if we become aware that your order might not arrive within the estimated time of delivery, and our team will work to get your order to you as quickly as possible.
If you think you won’t be at the delivery address in time to receive your order, please let us know by using the Help function in the Deliveroo app.
Your rider will always try to call you if there’s an issue once they reach your delivery address. If they’re unable to contact you, our Customer Service team will try and reach you via phone and email. Please check your emails during the delivery time for any updates.
If we can’t contact you and are unable to deliver the order, your rider will wait for up to 10 minutes before leaving. In this event, you’ll still be charged for your order. To prevent this from happening, it’s always a good idea to double-check your contact and address details.
To check where you are, your rider might call you using the phone number 58037025. It’ll really help your rider if you can keep your phone close and answer these calls if you get one.
The closer you are to the restaurant, the lower your delivery fee. This helps us pay riders fairly.
Some restaurants use their own delivery drivers. In that case, the restaurant sets its own delivery fee.
This helps us give you 24/7 customer service and keep improving the app.
When your total is less than the restaurant's minimum, you can still place the order but we'll top it up with a fee. To remove the fee, just add more to your basket.
Sorry, this offer is only valid for new users of Deliveroo. And don't keep making accounts, we'll know! (And you wouldn't like us when we're angry). To find out more, please go to our T&C's.
You need to have ordered a certain number of times to get your invite link. Once you’ve ordered several times, we’ll email you your link so you can share it with your friends, family, colleagues, anyone and everyone.
If you have specific allergies and are concerned about any items on a menu, please check the restaurant notes section of the restaurant menu and for further information contact the restaurant directly.
We are rapidly expanding and will hopefully be working with restaurants near you soon!
We have a dedicated team who will be more than happy to assist you with setting up an account so you can get team morale-boosting breakfasts, next-level meeting lunches and even catering. Get in touch with us at corporate@deliveroo.hk.
There is! It’s available free on the App Store and Google Play.
Deliveroo Plus is our subscription membership plan. Instead of paying a delivery fee for every order, members enjoy unlimited free delivery for a monthly fee of HK$98. It’s a simple, easy way to get the most out of Deliveroo. Members also benefit from exclusive restaurant offers, which aren’t available to other customers.
You’ll see the option to sign up to Plus on our website or app, as long as you meet the eligibility requirements.
HK$98 per month for unlimited free delivery and exclusive restaurant offers.
If you’ve already had a Deliveroo order delivered to an address in Hong Kong (and you have a valid payment method registered to your account), you should see the option to sign up.
Subscriptions are limited to one per customer.
If you’ve previously cancelled your Deliveroo Plus subscription with us and would like to restart it, you can either sign back up within your app or, contact our Customer Support Team support@deliveroo.hk.
Once you’ve signed up to Deliveroo Plus, there’s no limit on the number of orders you can place with free delivery! However, it’s intended for use as an individual. All orders placed with Plus are required to remain in line with Deliveroo’s Terms and Conditions of Service.
To manage your Deliveroo Plus subscription, go to your Account section on our website or app and then to Deliveroo Plus. There you’ll see information relevant to your account, including the next payment date.
The dates of each payment are listed on your Account page on our website or in the app. See our Deliveroo Plus terms and conditions for more information.
Deliveroo Plus is intended for individual customers only. Sharing your Deliveroo Plus subscription is a violation of your subscription terms, and may mean we review your account in line with our Deliveroo Plus Terms and Conditions of Service.
You can cancel on the ‘Account’ page of our website or app, or by contacting the Deliveroo Customer Support Team at support@deliveroo.hk.
Yes. Just sign up from the ‘Account’ section of the website or app.
No. It’s not possible to change the payment date for your Deliveroo Plus renewal.
If you choose not to continue with your Deliveroo Plus subscription, you are eligible for a full refund within the first 14 days of your first paid-for period. If you choose to cancel your subscription after the 14-day cooling off period, you will not receive a refund for your subscription.
Please contact the Deliveroo Customer Support Team at support@deliveroo.hk.
No. Your free delivery won’t apply to orders you place using your company allowance. If you have a company allowance on your account, you can still get free delivery on personal orders when you don’t use your company allowance.
At Deliveroo we want our customers, riders and restaurant and grocery partners to have the best possible food delivery experience. At the same time, we want to ensure that the communities we work with are safe. These guidelines are designed to help ensure that everyone who uses the Deliveroo platform has a safe and positive experience.
Be respectful: Our riders are at the heart of our business, collecting food from our restaurant and grocery partners and delivering it to your door. We ask that you treat riders with respect and report any behaviour that you find unprofessional to us directly by contacting Customer Support, so we can take appropriate action. We want everyone who uses Deliveroo to have a great experience, and being respectful to one another is key.
Be prompt: When you receive a notification that your rider is on their way to you, please ensure that you are ready to collect your food at the time indicated in the app. This is so that our riders do not have to spend time waiting around for customers to come and collect their food when they could be working. Additionally, we ask that you use ‘Delivery notes’ at checkout to indicate where you would like your food to be delivered to, so that your rider does not have to search for your location.
Fraud: fraudulent activity undermines the trust that we have built with our community. Committing fraud is a criminal offence. We have a number of measures in place to monitor fraudulent activity from customers, as well as riders and restaurants and grocery partners. If an account is found or suspected to be engaging in fraudulent activity, we will take action which may result in:
- Deactivation of your Deliveroo account; and/or
- Escalation to the relevant authorities.
How we investigate potential infringement
If we are made aware of a customer who is acting in breach of these guidelines, we will investigate the report before taking any action on the account. These investigations are always led by someone on our team, and customers will always be notified if we decide to take any action. We have shared similar guidelines with riders, which you can read about here, and restaurants and grocery partners, which you can read about here.