Deliveroo Privacy Policy

Roofoods Ltd and Deliveroo Hong Kong Limited (“we”, “our” or “Deliveroo”) are committed to protecting the privacy of all visitors to the website and all visitors who access the website or services through any mobile application (including any social media channels) (together, “Sites”), and/or otherwise engage with us. Please read the following privacy policy which explains how we use and protect your personal information.

By visiting and/or using our services on the Sites or otherwise engaging with us, you agree (and, where required, you consent) to the collection, use, processing, storage, and transfer of your information as set out in this privacy policy.

1. Contact Us

If you have any queries or requests about this privacy policy or how we handle your information more generally, you can get in touch by contacting:

  • our general customer services team at:
  • our Data Protection Officer:

2. Information That We Collect From You

When you visit the Sites, use our services through the Sites or otherwise engage with us, you may be asked to provide information about yourself including your: name, contact details (including but not limited to email address, telephone number, address), payment information such as credit or debit card information, and/or other personal/profile information (including for example personal identifiers, social media links, reward programme information/numbers). We may also collect information about your usage of the Sites and information about you from the messages you post to the Sites and the emails or letters you send to us.

By accessing Deliveroo information and/or services using mobile digital routes such as (but not limited to) mobile, tablet or other devices/technology including mobile applications, or otherwise engaging with us, then you should expect that Deliveroo's data collection and usage as set out in this privacy policy will apply in that context too. We may collect technical information from your mobile device or your use of our services through a mobile device, for example, location data and certain characteristics of, and performance data about your device, carrier/operating system including device and connection type, IP address, mobile payment methods, interaction with other retail technology such as use of NFC Tags, QR Codes or use of mobile vouchers. Unless you have elected to remain anonymous through your device and/or platform settings, the above information about you may be collected and used by us automatically if you use the service through your mobile device(s) via any Deliveroo mobile application, through your mobile's browser or otherwise. 

We will also collect information from you when you contact our riders using the chat function on our Sites or when you otherwise engage with us.

3. Use Of Your Information

Your information will enable us to provide you with access to the relevant parts of the Sites and to supply the services you have requested. It will also enable us to bill you and to contact you where necessary concerning our services. We will also use and analyse the information we collect so that we can administer, support, improve and develop our business, for statistical or analytical purposes and to help us prevent fraud. Where appropriate, now and in the future you may have the ability to express your preferences around the use of your information as set out in this privacy policy and this may be exercised through your chosen method of using our services, for example mobile, mobile applications or any representation of the Sites.

We may use your information to contact you for your views on our services and to notify you occasionally about important changes or developments to the Sites or our services.

When you place an order on our Sites, we may ask you to leave a review. We share this feedback with other Deliveroo users and partners, particularly any feedback on the partners’ menu.

When you respond to surveys we may use the comments and/or feedback you leave on our Sites in our marketing or advertising materials. We will only identify you for this purpose by the name and the city you have provided us, unless you have chosen for your name not to appear on our Sites and in our marketing or advertising materials.

We intend to use your information (name, contact details, use of our services) for direct marketing on offers and promotions relating to food, beverages, or groceries and we may contact you to do so by post, telephone, mobile or in-app messaging (e.g. in-app, push notifications, SMS, MMS etc.) as well as by email. We may also, for gain, provide your information to our partners for direct marketing on their food, beverages and groceries. However, we may not do so unless we have received your consent. Where you have chosen at a device level to begin or continue receiving push notifications from us, we may send you push notifications relating to the services that you have requested from us and information about our services and offers. You can choose to stop receiving push notifications from us at any time by changing your preferences on your mobile device or by getting in touch (see Contact Us).

If you do not want us to use your information described above or change your mind about being contacted in the future, please let us know by using the contact details set out above and/or amending your profile accordingly.

Please note that by submitting comments and feedback regarding the Sites and the services, you consent to us to use such comments and feedback on the Sites and in any marketing or advertising materials. We will only identify you for this purpose by your first name and the city in which you reside.

For any of the above purposes, if the collection and provision of information is mandatory, we will indicate as appropriate. For any mandatory information required by us, we will not be able to provide you access to the Sites, supply our services to you or administer our services provided to you for the above purposes if you do not provide us with the required information.

4. Disclosure Of Your Information

The information you provide to us will be transferred to and stored on our servers in Ireland.

Third parties process information such as credit card payments and reward programme numbers and provide support services related to payments and our services for us. In addition, we may need to provide your information to any partners that you have placed your order with or otherwise deal with. By submitting your information, you agree to this transfer, storing or processing of the information. Deliveroo will take all steps reasonably necessary to ensure that your information is treated securely and in accordance with this privacy policy.

You agree that we may allow selected third party marketing and advertising companies, our affiliated entities in the food, drink, groceries, leisure, transportation, payment services and advertising sectors, to contact you occasionally about services that may be of interest to you. They may contact you by in-app notifications, push notifications, telephone, SMS as well as by email. If you change your mind about being contacted by these companies in the future, please let us know by using the contact details set out above and/or by amending your profile accordingly. We may also share your information with marketing companies who help us analyse the information we collect so that we can administer, support, improve and develop our business and services to you.

If our business enters into a joint venture with, purchases or is sold to or merged with another business entity, your information may be disclosed or transferred to the target company, our new business partners or owners or their advisors.

We may use the information that you provide to us if we are under a duty to disclose or share your information to third parties in or outside Hong Kong in order to comply with (and/or where we believe we are under a duty to comply with) any legal or regulatory obligation that arise in or outside Hong Kong; or in order to enforce the Terms of Use of the Sites and any other agreement; or to protect the rights of Deliveroo, partners or others. This includes exchanging your information with other companies and other organisations for the purposes of fraud protection and prevention.

Any reward programme information/number you provide to us will be provided to the relevant partner that operates the programme (together with any other relevant information as required by the partner). You will earn points and/or rewards under the terms and conditions that you have entered into with a partner.

5. Security And Data Retention

We take steps to protect your information from unauthorised access and against unlawful processing, accidental loss, destruction and damage. We will keep your information for a reasonable period for as long as necessary for the purposes set out above, or as long as the law requires.

Where you have chosen a password which allows you to access certain parts of the Sites, you are responsible for keeping this password confidential. We advise you not to share your password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will take steps to protect your information, we cannot guarantee the security of your data transmitted to the Sites; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

6. Accessing And Updating Your Information

You have the right to request access to the information we hold about you and to ask us to make any changes to ensure that it is accurate and up to date. If you wish to do this, please contact us using the contact details set out above. In the event that you make a request for access to your information, we reserve the right to charge a fee of HK$100 to meet our costs in providing you with details of the information we hold about you.

7. Changes To Our Privacy Policy

Any changes to our Privacy Policy will be posted to the Sites and, where appropriate, through email notification.