Frequently Asked Questions

About Deliveroo

What Is Deliveroo?

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.

What Is The Story Behind Deliveroo?

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.

Using Deliveroo

How Does It Work?

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.

What Kind Of Restaurants Are Listed On Deliveroo?

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.

What Times Can I Order For?

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.

How Is The Food Delivered To Me?

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.

Why Doesn't Deliveroo Accept Cash?

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.

Do I Have To Tip?

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.

Is There A Minimum Order Value?

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.

How Do I Redeem A Voucher Code?

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.

Do You Charge The Same Prices As The Restaurant Does In The Restaurant?

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.

Can I Place Orders In Advance?

Yes! You can schedule orders for up to one day in advance and choose any delivery time from midday onwards.

Can I Collect My Order?

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.

How Is The Food Packaged?

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 and we’ll pass on your feedback to the restaurant.

Some Menus Include Customer Feedback About The Partner - What Is This?

When you place an order on Deliveroo, you may be asked for feedback about your experience. We may then share this feedback with our users, including on menu pages. Deliveroo does not verify customer feedback and accepts no responsibility for it or its accuracy. As set out in our terms of service, customers are responsible for ensuring that any product that they order from a partner on Deliveroo is suitable for them.

Questions About My Order

What If Something Is Wrong With My Order?

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

What If I Want To Add Something To My Order?

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.

What If My Order Is Late?

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.

What If I’m Not Around When My Rider Arrives?

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.

If your rider can't find you, they will follow a series of steps, such as trying to call you or send you a push notification, once they reach your delivery address. If they’re unable to contact you, they will try to leave your order in a safe place. Please check your emails during the delivery time for any updates.

You’ll still be charged for your order if we can see that your rider has made attempts to reach you. To prevent this from happening, it’s always a good idea to double-check your contact and address details.

I got a call from +852 5803 7025 — who is this?

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.

Fees on Deliveroo

How do fees work on Deliveroo?

Delivery fee

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.

Service fee

This helps us give you 24/7 customer service and keep improving the app.

Small order fee

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.

Inviting Friends

I'm Not A New User. Can I Get Free Credit If I Sign Up?

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.

I Can't See An Invite Link – Where Is It?

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.

Anything Else?

What If I Have Allergies?

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.

When Will You Be Delivering In My Area?

We are rapidly expanding and will hopefully be working with restaurants near you soon!

Does Deliveroo Offer Company Accounts?

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

Is There A Deliveroo App?

There is! It’s available free on the App Store and Google Play.

Deliveroo Plus

What is Deliveroo Plus?

Deliveroo Plus is our subscription membership plan - you pay a fee and get free delivery from participating restaurants when you meet the minimum order requirements. 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.

How do I sign up for Deliveroo Plus?

You’ll see the option to sign up to Plus on our website or app, as long as you meet the eligibility requirements.

I can’t see the option to sign up

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

Is there a limit to how many orders I can place?

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.

How can I manage my subscription?

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.

When will I be charged?

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.

Can I share my account with others?

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.

How can I cancel my subscription?

You can cancel on the ‘Account’ page of our website or app, or by contacting the Deliveroo Customer Support Team at

I cancelled by mistake, can I restart my subscription?

Yes. Just sign up from the ‘Account’ section of the website or app.

Can I change my payment date?

No. It’s not possible to change the payment date for your Deliveroo Plus renewal.

Can I get my money back if I want to cancel?

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

I am a Deliveroo for Business customer. Can I get unlimited free delivery on orders placed with my company allowance?

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.

Community Guidelines

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.

Top Up Orders

What is the top up order feature?

After placing a restaurant order, you can place an additional order of grocery items from a nearby HOP store without incurring any service fees.

You’ll see a timer on your screen showing you how long you have to place your additional order. If you place the order before the timer reaches zero, the service fee will be waived.

Will any other fees apply to my top up order?

Minimum order value is still applicable to all these orders, so if your order doesn’t meet this amount you’ll be charged a small order fee. 

Delivery fees will be charged if applicable.

Will minimum order values apply to my top up order?


Will my orders be delivered at the same time?

Your top up grocery order will be delivered by a separate rider, and you can track the progress of both of your orders in the app. 

Will placing a top up order affect my restaurant order?

No. You place a top up order only after your restaurant order has been accepted by the restaurant, and this will be classed as a separate order. 

What happens when the timer runs out?

Your items will still be in your basket, but delivery and service fees will apply to that order if you choose to check out.

Public authority requests

How can a public authority submit a request for information to Deliveroo?

We have a dedicated team that responds to requests for information from public authorities.

Whether you’re the police or other law enforcement, labour, tax, social security, environmental, competition, food safety or health & safety authority, please see here for further information on how to submit your request.

Not a public authority?

  • If you are a Customer and need help with your order, the fastest way is to contact Customer Service using the Deliveroo app or website. Go to Order History, select a recent order and then use Order Help. If you need help with something else, read our FAQ page for answers to common questions.
  • Private parties (including prospective litigation claimants and defendants) looking to submit a request for information related to a legal matter should send their request to the registered office of the relevant Deliveroo company.
  • Riders, Restaurants, Suppliers and other stakeholders looking to report any potential misconduct can contact Deliveroo via their standard communication channels, such as the Rider app, Restaurant Hub or by email.
  • Riders and customers looking to exercise their data protection rights can refer to our privacy policy on the respective rider or customer website for instructions on this.