Frequently Asked Questions

Coronavirus

Is ordering through Deliveroo safe?

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, guidelines for restaurants on how to run delivery-only kitchens hygienically and guidance for riders on safe and secure delivery. We are in daily 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. It’s also important to note that the European Food Safety Authority has said that there is “no evidence that food is a likely source or route of transmission of the virus”. 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. 

How does contact-free delivery work?

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. 

Are all the same restaurants available as usual?

The Irish Government announced that all restaurants, bars and cafes must shut to dine in customers, but delivery can remain open. If a restaurant would like to keep their kitchens open to delivery customers, they can still do so via Deliveroo but this is the choice of the restaurant. 

How are you supporting riders?

Since the outbreak of COVID-19 we have and continue to do everything we can to help riders:

  • Up-to-date guidance: Extensive hygiene guidance and updates are available on the rider website, as well as the latest information from the Government on how self-employed people like riders can access additional financial support.
  • Deliveroo’s Rider Support Fund: If a rider who regularly works with Deliveroo does experience symptoms of COVID-19 or is told to self-isolate by a medical authority, they can also apply for financial help through our Rider Support Fund.
  • Contact-free pick up & delivery: We’ve introduced contact-free pick up and delivery across the UK which means riders can work without coming into direct contact with restaurant staff or customers. 
  • Free products: Riders can apply for a payment of up to £20 to cover the purchase of hygiene products like hand sanitiser or face masks while we work to secure our own supply. 
  • Support from restaurants: We have asked all of our restaurant partners to provide riders with access to soap and water or hand sanitising gel at their property whenever possible. 

How are you supporting restaurants?

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:

  • Published detailed guidance on how restaurants can run delivery-only outlets safely, covering issues such as how to minimise contact, packaging and hygiene best practice.
  • Developed bespoke online marketing support for restaurants to let customers know they are operating delivery services
  • Established teams of people across the business to recruit and support restaurants who want to be able to deliver food.
  • Lowered onboarding fees for new restaurants
  • Developed an app to introduce ‘contact-free delivery’ so that restaurants can give confidence to consumers that delivery is conducted safely
  • Shared expert advice and guidance on how to operate safely during the outbreak

What will happen if I have an outstanding query or complaint?

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.

How can I keep in touch with you?

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.ie  or you can send a message in-app or via Twitter and Facebook.

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 support@deliveroo.ie and we’ll pass on your feedback to the restaurant.

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 support@deliveroo.ie.

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.

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.

I got a call from +353766801630 — who is this?

To check where you are, your rider might call you using the phone number 0766801630. 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.

Age Restricted Items

Do I need to show ID to buy age restricted items?

It’s important to make sure that age restricted items (alcohol, tobacco) don’t make it into the hands of minors. For this reason, we may ask for a customer’s date of birth if an age restricted item goes into their order basket. We also ask our riders to comply with a “challenge all” standard for deliveries of these age restricted items. This means all customers, whatever their age, will be asked by the rider on delivery to provide identification showing proof of age to receive age restricted items. 

Our riders are required to input the customer’s date of birth into the Deliveroo rider app to be able to mark an order as complete, however this information won’t be available to the rider after this time. Riders do not need to take a photo of the customer’s ID. Our riders are subject to data protection obligations and will only have access to limited customer information required for delivery. We also ensure that our riders receive guidance on keeping customer personal data safe.

To meet industry and legal standards, riders will ask customers for accepted forms of identification (passport, driving licence, identity card). Information on ID verification for age restricted items is also set out in our customer Privacy Policy (Information We Collect From You), as well as in our customer Terms and Conditions (Age Restricted and Regulated Products).

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 corporatesupport@deliveroo.ie.

Is There A Deliveroo App?

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

Deliveroo Plus

How Does It Work?

Deliveroo Plus is a subscription programme which allows customers to pay a monthly fee instead of delivery fees on each Deliveroo order placed in Ireland. In addition to free delivery, some Deliveroo Plus customers may also receive a bonus: access to monthly exclusive offers on orders placed at participating restaurants on Deliveroo.

How Do I Sign Up?

If you meet the eligibility requirements, you’ll find out how to sign up when you log in on our website or app.

Are There Any Restrictions Based On Where I Live?

In order to sign up to Deliveroo Plus, you must place an order in one of our participating cities and verify a valid Ireland mobile phone number. However once you are a registered user you can place an order anywhere the Deliveroo service is available in Ireland.

I Can’t See The Option To Sign Up? Am I Not Eligible?

At the moment Deliveroo Plus is only available to existing Deliveroo customers in certain cities. A valid payment card registered to your account is also required, with subscriptions limited to one per customer.

If you previously had a Deliveroo Plus subscription with us and would like to reinstate it, please contact our Customer Support Team at support@deliveroo.ie and we will be able to reactivate your subscription for you.

Is There A Limit To How Many Orders I Can Place?

There is no limit on the number of orders you can place with Deliveroo Plus. However it is intended for individual use and all orders on this service are required to remain in line with Deliveroo’s Terms and Conditions of Service.

How Can I Manage My Subscription?

To monitor and manage your Deliveroo Plus subscription, simply go to the Account section of our website or app and then to the Deliveroo Plus section. From there, you will be able to view information relevant to your account, including the remaining time on your free trial or next payment date.

When Will I Be Charged?

Payment for Deliveroo Plus will be taken monthly. You will be charged for your next payment period (monthly or annually) 24 hours in advance and you can see the dates of each planned payment on your Account page on our website or in the app.

How Do I Receive Restaurant Offers?

Deliveroo Plus customers in some areas may receive an email each month containing a set of offers for discounts on orders placed at participating restaurants on Deliveroo. If there are offers happening in your area, we’ll let you know via email.

Why Have I Not Received Any Restaurant Offers?

To be eligible to receive these offers, your location must be in the delivery range of at l least one of the restaurants participating in the programme each month. So, we’ll only send you offers that apply to your area.

How Do I Redeem Restaurant Offers?

You can redeem an offer by entering the voucher code from the email at checkout or from the ‘My Account’ section of the site/app.

Why Can’t I Redeem A Restaurant Offer?

Deliveroo Plus Restaurant Offers can only be redeemed by customers with an active Deliveroo Plus subscription. Each voucher can only be redeemed once. Offers are subject to their own terms and conditions, which will be stated within the email containing the offers.

You can add the voucher to your account for 30 days from receipt of the offer. Vouchers remain available to redeem for 7 days once added to your account.

Can I Share My Account With Multiple Users?

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 Deliveroo’s Terms and Conditions of Service.

How Can I Cancel My Subscription?

Should you choose to end your Deliveroo Plus subscription, you can do this via the ‘My Account’ page of our website or app, or by contacting the Deliveroo Customer Support Team at support@deliveroo.ie.

I Cancelled By Mistake, Can I Restart My Subscription?

If you accidentally cancelled your subscription and wish to remain with the service, you must take out a paid subscription by signing up from the ‘My Account’ section of the website or app. If you cancelled during your free trial period, you will no longer be eligible to use the remaining time on this offer.

Can I Change The Payment Date?

It’s not currently possible to change the date on which you’ll be charged for your Deliveroo Plus renewal.

Can I Get My Money Back If I Want To Cancel?

Should 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.ie.

Deliveroo Plus with Amazon Prime

If I am a Prime member, can I avail the offer for free Deliveroo Plus? 

Whilst you are an Amazon Prime member, you can get our Deliveroo Plus Silver membership for free for a year. This means that you can get unlimited free delivery on all orders over €25.

How do I redeem free Deliveroo Plus using my Amazon Prime account?

Head to http://deliveroo.ie/amazon-prime and click on ‘Claim with Amazon Prime.’ Log into your Deliveroo account, or create one. Then, enter your Amazon Prime details and sign-in. You’ll then see the ‘Welcome to Deliveroo’ screen which means you are ready to go. 

Do the email addresses for my Deliveroo account and Amazon Prime account need to match?

No. During the redemption process, you will be asked to enter your Deliveroo credentials separately. 

What will happen to the free Deliveroo Plus subscription at the end of the 12-month offer?

You will not be auto-renewed into a paid Deliveroo Plus subscription at the end of the offer, unless you are switching to this offer from an existing Deliveroo Plus subscription. In the latter case, you will be switched back to your original Deliveroo Plus subscription at the end of the 12-month offer.

Why doesn’t Deliveroo recognise my Amazon Prime details? 

Double check you have entered your details correctly. If you are still unable to sign in, head to Amazon Support or select Customer Service at the top bar of the Amazon app or website.

I have a Deliveroo Plus membership already. Can I switch to get free Plus through Amazon Prime?

Yes, you can. Head to http://deliveroo.ie/amazon-prime and click on ‘Claim with Amazon Prime.’ Then, if prompted, sign into your Deliveroo account. You’ll then be asked to confirm that you want to switch plans. If you decide to switch and redeem the offer, at the end of the 12-month offer, you will be automatically switched back to your original Plus membership. 

I have Deliveroo Plus Gold and am an Amazon Prime member. Can I still redeem the free Deliveroo Plus offer for Prime members?

Yes, you are still able to redeem the offer for free Deliveroo Plus if you are a Prime member. However, the offer for Prime members will only give you access to Deliveroo Plus Silver for free, which means you are only able to get free delivery on orders over €25 instead of orders over €10 like you’re used to at the moment. Therefore, if you usually place orders between  €10 and €25, we recommend you stick with Deliveroo Plus Gold. If you decide to switch to Deliveroo Plus with Amazon Prime, the change will happen immediately. At the end of the 12-month offer, you will be automatically switched back to Deliveroo Plus Gold.  

I’m an Amazon Prime member, but I’ve accidentally cancelled my free Deliveroo Plus subscription. Can I re-subscribe? 

Yes you can. Head to http://deliveroo.ie/amazon-prime, make sure you’re signed into Deliveroo, and then follow the steps on the page. 

How long will I get free Deliveroo Plus with Amazon Prime? 

Your Deliveroo Plus membership offer with Amazon Prime will last for up to 12 months from when you start your membership, so long as you remain a Prime member. You can check how long you have left on your membership in the Deliveroo Plus page under ‘My account.’

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. 

Customers

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