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.
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.
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.
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.
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.
How do I use my Deliveroo credit?
If you are eligible for a credit it will automatically be added to your account and you can combine it with other credits or redeem it on your next order or the future order of your choice.
If you wish to redeem the credit to pay for all or part of an order you can tick the credit box on the order summary page before confirming your order.
If you decide to redeem your credit to pay for your order all available credit will be used up to the value of your order.
If the amount of your order is less than the available credit balance, the difference will still be available in your account (for example, if you have a credit balance of HKD $160 and you wish to pay for your order of HKD $120 with your available credits, you will have HKD $40 left in your account).
Each credit obtained must be redeemed within 3 months of its issue date.
You can check the expiry date of each credit in the ‘Vouchers and Credits’ tab in your Account.
You will not be able to obtain credit or redeem credit to purchase restricted products.
Is there a limit to the amount of credit I can accumulate?
No. There is no limit to the amount of credit you can accumulate, but you must redeem each credit within 3 months of the issue date.
You can check the expiry date of each credit in the ‘Vouchers and Credits’ tab in your Account.
Is there an expiry date for credit use?
Yes, you must redeemed your credit within 3 months of its issue date. You can check the expiry date of each credit in the ‘Vouchers and credits’ tab in your ‘Account’.
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 - 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.
You’ll see the option to sign up to Plus on our website or app, as long as you meet the eligibility requirements.
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.
In some cases, eligible customers will have the option to add priority delivery to their order. Priority delivery guarantees that your rider will deliver your order directly to you, before delivering any other Deliveroo orders on their route.
For Deliveroo Plus Diamond members, Priority Delivery is included as a complimentary upgrade to Deliveroo’s standard delivery service. Orders below the minimum spend will still be charged the applicable standard delivery fee. The minimum order value and the standard delivery fees will be shown to you at checkout. Service fees will apply to each order and will be shown to you at checkout.
No! Plus Diamond customers can benefit from free Priority Delivery for every eligible order. This excludes orders that are delivered directly by the restaurant partner or McDonalds. The standard delivery fee will still be applicable for orders below the minimum spend.
Eligible orders are covered by the On-Time Promise. This means that for any order that is more than 15 minutes late you can claim $168 back. If an order arrives cold and is more than 15 minutes late, it will only be covered by the On-Time Promise. Credit cannot be redeemed on restricted products. Standard credit terms apply.
You will be notified of the outcome of your claim on the Deliveroo Website and/or App. You must claim your credit within thirty (30) days of placing the order by clicking to claim your credit as directed in the App or by following the prompts under your Order History. Any claims for credit will not be accepted after thirty (30) days of placing the order. Once claimed, you have three (3) months to redeem your credit. Any credit that remains unused after three (3) months will be forfeited. Credit cannot be redeemed on restricted products. Standard credit terms apply.
Plus Diamond customers can claim their Diamond On-Time Promise by going through the Deliveroo app or website. You have thirty (30) days from when you placed your order to claim your On-Time Promise. After you have claimed your credit you will have three (3) months to use it, after which it will expire.
Our exclusive restaurants and stores are listed here. However, we are regularly updating the number of our Exclusive restaurants and stores, so check the app for updates.
From time to time, you may receive an invitation to participate in a Deliveroo Plus Diamond exclusive event through the Deliveroo App or via email. These have not yet launched in Hong Kong. Events may not be run in all locations, and Deliveroo makes no warranties about the availability of any events. There may be additional charges to attend an event and Deliveroo will not bear any travel or other costs incurred by you to attend an event. Event details and any eligibility criteria will be notified to you in the invitation. You must be opted in to receive event invitations. Events may be run by third parties and you may be directed to contact the third party for any questions surrounding the event.
Where can I ask questions about an upcoming Plus Diamond experience, or amend my booking?
Please contact Premium Care agents with any queries relating to Plus Diamond exclusive events and experiences. If the event is hosted by a third party you may be instructed to contact the event organiser directly.
Deliveroo Plus Diamond members have access to a dedicated team of Premium Care agents that can address and respond to queries about your order, subscription, or the Deliveroo Plus program.
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.
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.
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.
Yes.
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.
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.
Your items will still be in your basket, but delivery and service fees will apply to that order if you choose to check out.
Some partners may offer products by weight.
For products priced by weight by Partners, the price shown in your basket is an estimate. The amount you will be charged may vary depending on the actual weight picked by the Partner for your Order. Once your Order has been accepted and picked by the Partner, the Partner will then tell Deliveroo the actual weight picked for your Order.
If the actual weight picked by the Partner for your Order is more than you ordered, you will only be charged the estimated price of the weight you ordered, as shown to you at checkout, nothing more.
If the actual weight picked by the Partner for your Order is less than you ordered, we will refund you the difference between the estimate shown to you at checkout and the value of the actual weight delivered to you. The refund will be applied using the same method of payment used to place your Order.
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?