Last updated: 15 November 2024
Welcome to Deliveroo. This page (together with the documents referred to in it) tells you the terms (the “Terms”) which apply when you order any items (the "Items") from our deliveroo.co.uk website or mobile applications and related services (each referred to as an “Application”).
Please read these Terms carefully before ordering any Items from our Application. If you have any questions relating to these Terms please contact support@deliveroo.ie before you place an order. If you are a consumer, you have certain legal rights when you order Items using our Application. You can find more information about these rights at: https://www.citizensinformation.ie/en/consumer_affairs/consumer_protection/consumer_rights/ and from the Competition and Consumer Protection Commission (CCPC), https://www.ccpc.ie. Your legal rights are not affected by these Terms, which apply in addition to them and do not replace them. By setting up your Deliveroo account, you confirm that you accept these Terms.
Deliveroo Ireland Limited is a company incorporated and registered in Ireland, with a registered office at 1-2 Victoria Buildings, Haddington Road, Dublin 4, DUBLIN, Ireland. Our Company registration number is 556923. Our VAT number is 3332774RH. You may contact us at support@deliveroo.ie or by using the instant messaging facility on our Application.
Our objective is to provide the Application to you, to link you to the businesses we partner with (“Partners") and allow you to:
Where you order from a Partner, you are buying the Items from that Partner and Deliveroo acts as an agent on behalf of that Partner to conclude your order from our Application and to manage your experience throughout the order process. In plain terms, this means that it is our Partners' responsibility to complete your order, and we simply provide the platform that helps you order reach our Partner and take payment from you on their behalf.
You are also buying delivery services. How these are provided depends on who is responsible for delivery of your order:
You'll be able to see when you place your order on the Application whether it is a Deliveroo Delivery or a Partner Delivery. In these terms, when we're talking about both Deliveroo Delivery and Partner Delivery together, we'll use the term "Delivery".
Linking you with Partners on our Application so that you can purchase Items, and providing you with delivery services for Deliveroo Delivery Orders is our "Service").
In some cases, the Partner may be owned by or affiliated with us.
Before you can place orders for Items using our Application, you need to open a Deliveroo account. When you open an account you may create a password, or other secure login method, and may also have to provide credit card details. You must keep any password you create, or other secure login method, secret, and prevent others from accessing your email account or mobile phone. If another person uses these methods to access your account, you will be responsible to pay for any Items they order, and we are not responsible for any other losses you suffer, unless the person using your password obtained it because we did not keep it secure. You must use your own, valid email address, and can have only one email address per account and only one account per customer.
You may close your account at any time by requesting to do so in your account section of our website or contacting us using the contact details above. We may suspend your access to your account, or close it permanently, if we believe that your account has been used by someone else. We may also close your account if in our opinion you are abusing our Service (for example, by applying for refunds or credit to which we do not consider you are entitled, making repeated unreasonable complaints, mistreating our staff or riders, placing orders for potentially hazardous Items in bulk quantities, or any other good reason). If we close your account permanently we will refund any remaining account credit you have validly obtained from our customer service team or Application following any issue with an order, by applying a credit to your registered credit card, or if that is not possible for any reason, by way of a bank transfer using your bank details (provided you have supplied them to us).
Each Partner has a prescribed delivery area. This delivery area may change at any time due to factors such as weather, or demand on our Service. This is to ensure that Items reach your door at their best. Our Partners each decide their own operating hours. That means that the availability of our Service, and the range of Partners from which you can order, depends on the Partners in your area. If you try to order a delivery to a location outside the delivery area or operating hours of a Partner, or the Application is otherwise unavailable for any reason, we will notify you that ordering will not be possible.
You must be aged 18 or older to use our Application and Service. By signing up for an account or by placing an order through our Application, you confirm that you are aged 18 or older. When you place an order through our Application, it needs to be accepted by us or the Partner before it is confirmed. We will send you a notification if your order has been accepted (the "Confirmation Notice"). The contract for the supply of any Item you have ordered comes into existence when we send the Confirmation Notice. You are responsible for paying for all Items ordered using your account, and for related delivery fees, service fees, small order fees and other fees notified to you through the Application (together the "Order Fees"), and for complying with these Terms, even if you have ordered the Item for someone else. A minimum order value may apply to your orders, and this may vary between different Partners. This will be displayed on our Application. All Items are subject to availability. For food or drinks made to order, Partners may include ingredients containing allergens in their dishes or prepare food in kitchens where there is a likelihood of allergen cross contamination. Partners may display dish by dish allergens information on our platform. If you have an allergy or food intolerance and have questions, or if dish by dish allergens information is not displayed by the Partner, please contact the Partner prior to ordering. Deliveroo cannot guarantee that any of the Items sold by our Partners are free of allergens. We are not responsible for the preparation of Items offered by our Partners, and it is your responsibility to make our Partners aware of any allergies or food intolerances you may have.
When you place an order you will have the choice to place it as an ASAP Delivery, a Scheduled Delivery or a Priority Delivery.
Unfortunately, despite our, and our Partner’s best efforts, things do not always go to plan and factors such as traffic and weather conditions may prevent us from delivering your Item on time. If your order is more than 15 minutes late, and we haven’t notified you giving you the option to cancel your order, we will work with you to make things right unless you have caused the delay (e.g. because you gave us the wrong address or did not come to the door).
We will attempt delivery at the address you provide to us when you place your order. If you need to change the delivery location after you have placed your order, we may be able to change to the address to an alternative one that is registered with your account if you let us know before the rider has been dispatched, and the new address is within the same zone as the address you originally ordered your Item to. If we cannot change the delivery address, you have the option to cancel the order, but if food preparation has started you will be charged the full price for the Item, and if the rider has been despatched you will also be charged for delivery.
You will still be charged for the Item and for Order Fees in the event of a failed delivery if you have caused such failure for any reason. Reasons you might cause a delivery to fail include (but are not limited to):
You have a legal right to receive goods which comply with their description, which are of satisfactory quality and which comply with any specific requirements you tell us about (and we agree to) before you place your order. You also have certain legal rights where you receive a service, including that it must be carried out with reasonable care and skill. If you believe that the Items you have been delivered or the Service provided do not comply with these legal rights, please let us know. If the issue relates to your Items, we will usually deal with this on behalf of the Partner but we may refer you to the Partner to work with you to make things right. We may request a photograph showing the problem if it is something that can be seen by inspecting the Items.
For orders that you've cancelled using your statutory rights (explained in section 9) or Items that do not breach your legal rights but which are eligible for a return under the Partner's returns policy, you will have to return the Item to the Partner (or to us if you have purchased it from Deliveroo Hop) and we or the Partner will explain how to do so.
We will provide a refund or account credit in respect of the affected part of the Item, and also in respect of delivery if the whole order was affected, unless we have reasonable cause to believe that the problem was caused after delivery. Prior to processing your refund or account credit, we may take into account relevant factors including the details of the order, including your account history, what happened on delivery and information from the Partner.
You can find out more about your legal rights as a consumer if something is wrong with your Items at: www.citizensinformation.ie/en/consumer/consumer-laws/your-consumer-rights.
Age restricted products (including, without limitation, alcohol, tobacco and cigarettes) can only be sold and delivered to persons aged 18 or over. By placing an order for an age restricted product, you confirm that you are at least 18 years old. If it's a Deliveroo Delivery, Deliveroo operates an age verification policy whereby customers ordering age restricted products will be asked by the rider to provide proof that they are aged 18 or over. Deliveroo requires that Partners operate an age verification policy for any Partner Delivery orders, and the Partner is responsible for that for Partner Delivery orders. A rider may refuse to deliver any age restricted product to any person unless they can provide valid photo ID proving that they are aged 18 or over. The Partner and the rider may refuse to deliver alcohol to any person who is, or appears to be under the influence of either alcohol or drugs. Orders for Items containing alcohol may only be delivered to a location that is a residential or business address. If delivery of any age restricted product is refused, you will still be charged for the relevant Item and for Order Fees.
If you have ordered a food or drink made to order, you may cancel an order without charge at any time before the Partner has started preparing the food or drink (a "Started Order"). If you wish to cancel an order before it becomes a Started Order, please contact us immediately, via our Application. If the Partner confirms the order was not a Started Order, we will refund your payment (excluding any discount, or Voucher that was applied to the order - see Voucher and Account Credit Terms for more detail). If you cancel any order after it becomes a Started Order, you will be charged the full price for the Items, and if the rider has been despatched you will also be charged for Order Fees.
Deliveroo and the Partner may notify you that an order has been cancelled at any time. You will not be charged for any orders cancelled by us or the Partner, and we will reimburse you for any payment already made using the same method you used to pay for your order. We may also apply credit to your account to reflect the inconvenience caused.
If you have ordered an Item that is non-perishable from a Partner, you usually have a legal right to change your mind about your order for any reason within 14 days and receive a refund for the order, subject to certain exceptions, including if the relevant Item(s) is likely to expire or deteriorate quickly (e.g. ready-to-eat food or flowers) or cannot be returned for hygiene reasons. Please refer to the refund or cancellation policy of the Partner you purchased the Item from for the specific terms that apply to your order. Each Partner's refund or cancellation policy can be found on their website or may be displayed by the Partner in the info section of their Deliveroo menu. If you change your mind about an order where you have a right to do so, any fees you have paid for Deliveroo Delivery and our Service (i.e. delivery fees, service fees and small order fees) is non-refundable. This is because these are fees for services that has been fully provided by Deliveroo (even though you have chosen to return the Item). The Partner's refund or cancellation policy will apply to any Partner Delivery you have paid for. Our right to withhold the fees for Deliveroo Delivery and our Service also applies if you have caused a failed delivery in accordance with section 6 (Delivery).
Prices include VAT. You confirm that you are using our Service for personal, non-commercial use. Deliveroo may operate dynamic pricing some of the time, which means that prices of Items and delivery may change while you are browsing. Prices can also change at any time at the discretion of the Partner. We reserve the right to charge a service fee, which may be subject to change, for the provision of our Services. You will be notified of any applicable Order Fees and taxes prior to purchase on the checkout page on our Application. No changes will affect existing confirmed orders, unless there is an obvious pricing mistake. Nor will changes to prices affect any orders in process and appearing within your basket, provided you complete the order within 2 hours of creating the basket. If you do not conclude the order before the 2 hour cut-off the items will be removed from your basket automatically and the price change will apply. If there is an obvious pricing mistake we will notify you as soon as we can and you will have the choice of confirming the order at the original price or cancelling the order without charge and with a full refund of any money already paid. Where Deliveroo or any Partner makes a delivery, we or the Partner may also charge you a delivery fee. This will be notified to you during the order process before you complete your order.
The total price of your order will be set out on the checkout page on our Application, including the prices of Items and Delivery and applicable Order Fees and taxes.
Payment for all Items and deliveries can be made on our Application by credit or debit card, or other payment method made available by Deliveroo. Once your order has been confirmed your credit or debit card will be authorised and the total amount marked for payment. Payment for all Items and for Partner Delivery is made directly to Deliveroo acting as agent on behalf of the Partner only. Payment for Deliveroo Delivery, service fees and small order fees is made directly to Deliveroo. Payment may also be made by using vouchers or account credit. Use of these is subject to Deliveroo's Voucher and Account Credit Terms.
We are authorised by our Partners to accept payment on their behalf and payment of the price of any Items or Partner Delivery fees to us will fulfil your obligation to pay the price to the Partner. In some cases, you can alternatively make your payment in cash directly to the Partner by paying the rider at the time of delivery. Where cash payment is possible, this will be made clear on our Application before you place your order.
Partners sometimes make special offers available through our Application. These are visible when you look at a Partner menu. These offers are at the discretion of the Partners. Unless the offer terms state a fixed or minimum period for which an offer will be available, it can be withdrawn at any time, unless you have already placed an order based on the offer and we have sent the Confirmation Notice.
When Placing Your Order:
When you place an order, you will have the option to pay a tip to your rider or the Partner, in addition to the purchase price of the Items in your order. Any payment will be collected by Deliveroo using the payment method used for the original order and your rider or the Partner will receive 100% of any payment you choose to make.
If you have purchased an Item from a Partner, please refer to the refund or cancellation policy of the Partner you purchased the Item from for the terms that apply to you. Any tip paid to the rider will not be refunded, if you change your mind about the Item.
After You’ve Received Your Order:
Once you’ve received your order, you may receive a notification giving you the chance to pay a tip to your rider. Deliveroo will collect payment on behalf of the rider, as their limited payment collection agent, and payment of the tips shall be considered a direct payment from you to the rider. We’ll share your first name with your rider when we notify them of the tip. Your rider will receive 100% of any payment you choose to make. As this payment is made after you receive your order, this payment is non-refundable and does not form part of your order. This applies even if you change your mind about an Item or if something is wrong with your Item. Depending on the payment method used for your original order, your tip may show up on your bank/credit card statement as a separate payment.
We are responsible to you for any loss or damage that you suffer that is a foreseeable result of our breaking these Terms or of failing to use reasonable care and skill in relation to your use of our Service. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is “foreseeable” if it is either obvious that it will happen, or if you told us that it might happen, for example if you tell us about particular circumstances that might increase the loss or damage arising from our breach of these Terms before you place an order.
We do not exclude or limit our responsibility to you for loss or damage where it would be unlawful to do so. This includes any responsibility for death or personal injury caused by our failure, or our employees’, agents’ or subcontractors’ failure, to use reasonable care and skill; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Items, as summarised at part 7 above; or for defective Items under applicable legislation including the Consumer Protection Act 2007 (as amended), Consumer Rights Act 2022 and the Liability for Defective Products Act 1991 (as amended). Subject to the previous paragraph, we are not responsible for any loss or damage that you suffer as a result of your own breach of these Terms, or as a result of any IT hardware or software failure other than a failure in our Applications.
We process your personal data in accordance with our Privacy Policy which can be found here.
If either we or you have any right to enforce these Terms against the other, that right will not be lost even if the person who has the right delays enforcing it, or waives their right to enforce it in any instance. If a court or other authority decides that any part of these Terms is illegal or ineffective, the rest of the terms will be unaffected and will remain in force.
We may change these Terms from time to time. If we make any changes which affect your rights in relation to our Service, we will notify you. Changes to the Terms will not affect any orders you have placed where we have sent the Confirmation Notice. These Terms are governed by the law of Ireland and you can bring legal proceedings in relation to our Service in the Irish courts. We are required by EU law to provide this link to the EU’s online dispute resolution portal, however we do not participate in dispute resolution under this process.
We may rank our Partners in consideration of their reviews by consumers, their popularity (number of Orders) and/or our commercial agreements with these partners.
These rankings are displayed for partners from your region when you access our Apps.
For further information on how we rank our Partners, you’ll find a dedicated section in our FAQ.
Last updated: 15 November 2024
This page (together with the documents referred to on it) tells you the terms of use on which you may make use of our website deliveroo.ie (and all pages attaching to and including this domain name) (our "Site") or any application we make available via an app store or otherwise (our "Service"), whether as a guest or a registered user. Please read these terms of use carefully before you start to use our Site or our Service. By accessing our Site or by using our Service, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, do not access our Site or use our Service.
deliveroo.ie, and all pages attaching to and including this domain name, is a website operated by Deliveroo Ireland Limited ("we", "us" or "Deliveroo"), incorporated and registered in the Ireland, whose registered office is at 1-2 Victoria Buildings, Haddington Road, Dublin 4, DUBLIN, Ireland. Our Company registration number is 556923. Our VAT number is 3332774RH. Deliveroo is a business where the items are prepared by independent businesses (our "Partners") and delivered by us to you on behalf of our Partners or in some cases delivered by the Partner.
Access to our Site and to our Service is permitted on a temporary basis, and we reserve the right to withdraw or amend access to our Site or our Service without notice (see below). We will not be liable if, for any reason, our Site or our Service is unavailable at any time or for any period. From time to time, we may restrict access to some parts of our Site or our Service, or our entire Site or Service, including to users who have registered with us. You are responsible for maintaining the confidentially of your login details and any activities that occur under your account. If you have any concerns about your login details or think they have been misused, you should contact us straight away to let us know. We can deactivate your account at any time.
You may use our Service only for lawful purposes. You may not use our Site or our Service in any way that breaches any applicable local, national or international law or regulation or to send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards in clause 5 below. You also agree not to access without authority, interfere with, damage or disrupt any part of our Site or our Service or any network or equipment used in the provision of our Service.
We may from time to time provide certain features which allow you to interact through our Site or our Service such as chat rooms. Generally, we do not moderate any interactive service we provide although we may remove content in contravention of these Terms of Use as set out in section 6. If we do decide to moderate an interactive service, we will make this clear before you use the service and normally provide you with a means of contacting the moderator, should a concern or difficulty arise.
These content standards apply to any and all material which you contribute to our Service (the "Contributions"), and to any interactive services associated with it. You must comply with the spirit of the following standards as well as the letter. The standards apply to each part of any Contributions as well as to its whole. Contributions must be accurate (where they state facts), be genuinely held (where they state opinions) and comply with applicable law in the Ireland and in any country from which they are posted. Contributions must not:
Please see below for specific terms and community guidelines for public reviews.
If you become aware of Contributions on the platform that you believe to be illegal or otherwise incompatible with these Terms of Use, you can submit a notice via the process set out in the Deliveroo User Review and Contribution Terms.
If you become aware of any other content on the platform that you believe to be illegal or otherwise incompatible with these Terms of Use (for example, menu items, reviews, replies to reviews and intellectual property infringement) (“Alleged Illegal Items”), you can submit a notice to support@deliveroo.co.uk, or via the Webform which can be accessed via the Contact Us option at https://deliveroo.ie/contact (“Illegal Content Notice”).
We will review your Illegal Content Notice and advise you of our decision and any action we propose to take as a result of our decision. If you are not satisfied with the decision we make regarding your notice, you can lodge a complaint for up to six months by contacting the email appeals@deliveroo.co.uk.
Section 6 below will apply to any complainants who frequently submit Illegal Content Notices that are manifestly unfounded.
Failure to comply with section 3 (Acceptable Use) and/or 5 (Content Standards) in these Terms of Use constitutes a material breach of the Terms of Use, and may result in our taking all or any of the following actions:
The responses described in this clause are not limited, and we may take any other action we reasonably deem appropriate.
We are the owner of or the licensee of all intellectual property rights in our Site and our Service, and in the material published on it (excluding your Contributions). Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You may not copy, reproduce, republish, download, post, broadcast, transmit, make available to the public, or otherwise use any content on our site in any way except for your own personal, non-commercial use.
Commentary and other materials posted on our Service are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our Service, or by anyone who may be informed of any of its contents.
We aim to update our Site and our Service regularly, and may change the content at any time. If the need arises, we may suspend access to our Site and our Service, or close them indefinitely. Any of the material on our Site or our Service may be out of date at any given time, and we are under no obligation to update such material.
We have taken every care in the preparation of our Site and our Service. However, we will not be responsible for any errors or omissions in relation to such content or for any technical problems you may experience with our Site or our Service. If we are informed of any inaccuracies on our Site or in our Service we will attempt to correct this as soon as we reasonably can. To the extent permitted by law, we exclude all liability (whether arising in contract, in negligence or otherwise) for loss or damage which you or any third party may incur in connection with our Site, our Service, and any website linked to our Site and any materials posted on it. This does not affect our liability for death or personal injury arising from our negligence, or our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, or any other liability which cannot be excluded or limited under applicable law.
We collect certain data about you as a result of you using our Service. This is described in more detail in our privacy policy.
Any material you upload to our Service or data that we collect as set out above (section 11) will be considered non-confidential and non-proprietary, and you acknowledge and agree that we have the right to use, copy, distribute, sell and disclose to third parties any such material or data for any purpose related to our business. To the extent that such material is protected by intellectual property rights, you grant us a perpetual, worldwide, royalty-free licence to use, copy, modify, distribute, sell and disclose to third parties any such material or data for any purpose related to our business.
Please see below for specific terms and community guidelines for public reviews.
Where our Site contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.
The Irish courts will have jurisdiction over any claim arising from, or related to, a visit to our Site or use of our Services. These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of Ireland.
We may revise these terms of use at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are binding on you.
If you have any concerns about material which appears on our Service, please contact support@deliveroo.ie
Deliveroo makes available from time to time: (i) Vouchers (which are promotional credits that may be offered by us or by Partner Restaurants on our Site) and (ii) Account Credit (which is credit that may be applied to a customer’s account at Deliveroo’s discretion). Vouchers and Account Credits both operate as credits applying to a customer’s Deliveroo account, redeemable (subject to conditions, as set out below) against the cost of Items. Vouchers and Account Credits are referred to collectively in these terms (the Credit Terms) as Credits.
These Credit Terms apply to your use of any Credits to pay for Items using the Deliveroo Service. These Credit Terms apply together with the Deliveroo Terms and Conditions of Service, which continue to apply unless they conflict with these Credit Terms, in which case these Credit Terms have priority. Capitalised words used in these Credit Terms have the same meanings as in our Terms of Service unless they are defined in these Credit Terms.
You can “apply” a voucher to your account by (i) entering the Voucher code (if any) at the point you place an order, or (ii) by adding any reward that we make available to you in the “Your offers and rewards” section of your account page. Unless otherwise stated, a voucher that has been applied to your account will remain there until it is “redeemed” against an eligible order, or expires (whichever is sooner). Account Credits are Credits that we apply to your account ourselves. In either case, once any Credit has been applied to your account, the amount of the Credit remains on your account until redeemed as payment for Items, unless it is lost, or, in the case of Vouchers, it expires in accordance with the terms of that Voucher. The reasons why Credits may be lost or Vouchers may expire are set out in these Credit Terms.
Vouchers offered in a particular country and currency may be subject to geographical restrictions that mean they cannot be used in a different country or currency. Vouchers are usually offered subject to conditions, such as time limits, geographic limits, limits to particular categories of customer (eg new customers), or use only at a particular Partner Restaurant or for a particular menu item. If conditions apply they will be stated when we offer the Voucher.
Some Vouchers are only available to new Deliveroo customers ("New Customer Vouchers"). That means that the Voucher is applied (subject to any other applicable conditions) automatically when the Customer registers a new Deliveroo account and will be redeemed when the Customer places their first eligible order. Deliveroo reserves the right to refuse to apply and/or allow you to redeem a new customer Voucher if you are registering a new account using credit card details or a delivery name and address already on our system.
Use of a Voucher in payment or part-payment may also be subject to specific conditions applicable to that Voucher only, such as a specific minimum order value or that the Voucher may only be redeemed at specific Partner Restaurants or on specific Items. If the order placed does not comply with the applicable conditions, the Credit may not be redeemed against that order. The payment page on our Site where you confirm your order for Items will show the total order value and the applicable Voucher, if any. If there is a Voucher credit on your account which does not apply to your order, it will not appear on the payment page. At that point you will have the choice of paying in another way or cancelling the order.
Unless we tell you otherwise, all Vouchers must be redeemed within one calendar month of the date they are applied.
Only one Voucher can be redeemed per order. Each Voucher can only be used once per customer. If you have more than one eligible Voucher applied to your account when you place an order, the Vouchers are redeemed in order of expiry date, with the Voucher expiring the earliest redeemed first.
Vouchers cannot be redeemed in conjunction with any other Deliveroo offer.
If you cancel an order made using a Voucher, the Voucher credit will not be restored to the account and the Voucher cannot be re-used. If the Voucher was a New Customer Voucher, you will no longer be a new customer and will not be eligible for any subsequent new customer Vouchers.
Item orders are generally subject to minimum order values, which continue to apply regardless of whether payment or part-payment is by way of a Credit.
Credits cannot be exchanged for cash or any other alternatives and have no monetary value.
Any attempt to manipulate our Site and our offers of Credits by use of bulk entry via third parties or syndicates, macros, ‘script’, ‘brute force’, masking identity by manipulating IP addresses, using identities other than their own or any other automated means (including systems which can be programmed to enter), will render the order and the relevant Credit invalid. Deliveroo is entitled to take all reasonable steps to protect itself against fraudulent or invalid Credit redemptions, including requiring additional reasonable verification close the accounts of any customers it reasonably believes have carried out any such acts.
Last updated: 15 November 2024
This page sets out the terms that apply to Gift Cards supplied by Deliveroo Ireland Limited (“Deliveroo”), a company registered in Ireland with registered number 556923. Our registered address is 1-2 Victoria Buildings, Haddington Road, Dublin 4, DUBLIN, Ireland.
Please read these terms carefully before purchasing or using any Gift Card on our Service. By purchasing or using a Gift Card, you confirm your acceptance of these terms. We may change these terms and from time to time, so we recommend that you check back regularly.
All Gift Cards are issued and fulfilled by Deliveroo. Direct sales to consumers on deliverooeu.launchgiftcards.com are managed by Launch Gift Cards, Inc (“LGC”). LGC is incorporated in Delaware, with its offices located at 16501 Ventura Blvd Suite 410 Encino, CA 9143. Deliveroo may also work with other third party resellers from time to time at its discretion.
These Gift Card terms and any contractual or non-contractual dispute or claim arising out of them are governed by the laws of Ireland and subject to the exclusive jurisdiction of the Irish courts.
These terms have two parts:
If you are a business registered in Ireland or an individual customer, you are eligible to place an order for the purchase of Deliveroo Gift Cards (“Order”). Orders may be subject to a minimum Order and/or maximum value. Deliveroo may refuse an Order in its discretion, including if Deliveroo believes an Order is not a genuine purchase.
Payment for your Order must be made via credit card, charge card or debit card or, if available, via bank transfer at the time that the Order is placed. Service fees may apply to your purchase of Gift Cards.
Exceptionally, we may agree to accept payment after the time of Order - this is always subject to our written approval and may be subject to credit checks. If we do give this approval, payment must be made within 14 days of the placement of the Order.
Deliveroo is under no obligation to issue any Gift Cards until full payment for your Order has been received. Title to a Gift Card passes to you on full payment.
All digital Gift Cards will be sent to you by email and all physical Gift Cards will be sent to you by post. Risk in a Gift Card passes to you upon delivery. If there are any issues with your Order, you must notify Deliveroo within 72 hours of delivery.
Purchases of Gift Cards by businesses are non-refundable. Purchases of Gift Cards by consumers (but not businesses) have a 14 day refund period from date of receipt as long as you have not started using your Gift Card, after which they are non-refundable. Please contact the LGC support team at deliverooeu@launchgiftcards.com for your refund.. On refund, Gift Cards will be cancelled and the Gift Card will become void.
Deliveroo reserves the right not to fulfil a Gift Card that has not been redeemed, in which case the purchaser will be refunded.
In the event that, in respect of business purchasers::
Deliveroo may cancel its contracts with you, suspend any further Orders from being placed or fulfilled and deactivate any Gift Cards which have not been paid for, without liability to you.
Deliveroo will not be liable, in respect of Orders from businesses, in contract, tort (including, without limitation, negligence) or otherwise pursuant to or in connection with these terms for:
suffered or incurred by you out of or in connection with the provision of any Gift Cards or under these terms. In the event that a Gift Card does not work, your sole remedy and our sole liability will be the replacement of the Gift Card.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence or fraud.
You may not use any trade mark, logo, service mark, designation, product image or any other trading name or get-up of Deliveroo (“Deliveroo Brand”) without our prior written consent. We may withdraw such consent at any time by notifying you.
Deliveroo’s privacy policy (available on https://deliveroo.ie/privacy) explains how we collect or handle personal information.
In addition to these terms, the general Deliveroo terms and conditions found on https://deliveroo.ie/legal will apply to your purchase of Gift Cards.
A person who is not a party to these terms and conditions cannot enforce or take the benefit of any of these terms.
Deliveroo reserves the right to prevent third parties from distributing, reselling or advertising its Gift Cards, at its own discretion.
Contact corporateservice@deliveroo.ie (if you are a business) or LGC’s support team at deliverooeu@launchgiftcards.com (if you are a consumer) for further details or if you have any questions.
Deliveroo Gift Cards may only be redeemed for purchases of menu items from www.deliveroo.ie or the Deliveroo Ireland app.
Gift Cards cannot be:
Your Gift Card expires on the date stated on the email in which the Gift Card was delivered by us. If there is no expiry date specified (or the date stated on the email in which the Gift Card was delivered is less than 5 years after the date your Gift Card was purchased) your Gift Card will expire 5 years after the date the Gift Card was purchased.
Once you redeem your Gift Card, you must use that credit before the expiry date of the Gift Card. Any credit that has not been spent by the expiry date will be cancelled and will no longer be available in your Deliveroo account.
To redeem your Gift Card, enter the unique code on the Gift Card at the checkout when you place your next order and your Deliveroo account will be credited with the amount loaded on your Gift Card. Once credited to a Deliveroo account Gift Cards are non-refundable and non-transferable. In addition, we reserve the right to discuss a Gift Card with the Deliveroo account holder only once a Gift Card has been redeemed.
If your purchase exceeds your total credit, the rest of your order must be paid with another payment method accepted under our general terms (see www.deliveroo.ie/legal). Cash cannot be used to pay for the balance of the cost of an order where a Gift Card is used as part-payment.
If your purchase is less than your total credit, the balance of your credit will remain available on your account for future purchases. To view your credit balance, visit your Deliveroo account.
If you use credit (in full or in part) to pay for your Deliveroo order and your order is cancelled or you are entitled to a refund, your refund will be issued to you in the same form as the original payment was made (i.e. as a credit). There will be no monetary exchange for returned or cancelled orders made with credit.
Please look after your Gift Card. Deliveroo is not responsible if any Gift Card is lost, stolen, damaged, destroyed or used without your permission and if this happens your Gift Card will not be replaced.
Deliveroo is not responsible for Gift Cards sold or distributed by an unauthorised third party.
If an Gift Card is abused, or an Gift Card which we know or suspect was obtained fraudulently is redeemed and/or used to make purchases on our service, Deliveroo may:
When you use your Gift Card on our website or our app, the general Deliveroo terms at https://deliveroo.ie/legal will also apply.
Deliveroo’s privacy policy (available on https://deliveroo.co.uk/privacy) explains how we use your personal information.
If you are a business and are having issues with your Gift Card, please contact our support team at corporateservice@deliveroo.ie. If you are a consumer and are having issues with your Gift Card, please contact LGC’s support team at deliverooeu@launchgiftcards.com for further details or if you have any questions.
Last updated 8 April 2024
These T&Cs apply to you if you subscribe to have a Deliveroo Plus account. These do not replace the Terms and Conditions of Service for your Deliveroo account or the Deliveroo Terms of Use for Website and Applications, which will continue to apply except to the extent these T&C vary them.
We know these T&Cs are quite long to read! You can find a summary in the Deliveroo Plus Customers FAQ sheet (“Customer FAQ”) – https://deliveroo.ie/faq
The Customer FAQ should not be used as a substitute for reading the Deliveroo Plus Terms and Conditions.
Deliveroo Plus, is a customer programme (“Deliveroo Plus”) offered to some Eligible Users. It allows those Eligible Users to subscribe to obtain free delivery on Eligible Orders (as further described in section 2 below) through our Service.
Subscribers to Deliveroo Plus will receive free delivery on all Eligible Orders from Participating Partners (as further described in section 2) placed through our Service in Participating Cities (as further described in section 2). Deliveroo Plus acting in its sole discretion may offer selected Eligible Users other types of benefits at its discretion (for example, partner offers, special promotions, memberships, or services) which may among other things depend on the Eligible User’s location and/or frequency of use of the Service.
Occasionally we may make changes to Deliveroo Plus including the benefits available to you and/or these Terms. We will communicate any material changes to you prior to being implemented via email or by displaying a prominent notice on our Service (“Change Communication”). We will take your continued use of our Service following receipt of our Change Communication as acceptance of the relevant change. We recommend reading all Change Communications that we send you carefully.
If you do not want to continue with your Plus Subscription following receipt of a Change Communication you may cancel your Plus Subscription with immediate effect (see below).
Eligible Users
Plus and/or some aspects of Plus, including any Free Trial Period, may not be available to all Eligible Users. We will explain which services are available to you when you sign up.
To qualify as an Eligible User, you must meet the following criteria when you sign up for a Deliveroo Plus account and at all times during your Deliveroo Plus subscription:
You must:
● be 18 years of age or over;
● be located primarily in a city that has been notified to you via the Service, or on the Deliveroo website as operating Deliveroo Plus (“Participating City”);
● sign up to Deliveroo Plus on your personal account (if you are a Deliveroo for Business customer, you will not be eligible to use your Deliveroo Plus benefits when you are using your company allowance to pay for an order);
● have a valid credit or debit card saved on your profile that is not already used to pay for a different Deliveroo Plus account (see Section 6 of these terms “Payment Method” for more details); and
● comply with any other criteria communicated to you at the time of signing up.
If it has been determined by Deliveroo that you do not comply with the above criteria, but you believe that you do, you should contact the Customer Services Team by emailing support@deliveroo.ie. You may only use your Plus account primarily within the country in which you established your account.
Eligible Orders
Eligible Users will receive free delivery on all Eligible Orders. ‘Eligible Orders’ are all orders that are placed with a Participating Partner, meet the specified minimum order value and are within a set distance from where you place your order. Participating Partner orders that are delivered from further away from where you place your order are not eligible for free delivery and an extended delivery fee may be charged for these orders. The extended delivery fee will be shown to you alongside other order fees on our platform. The minimum order value will be communicated to you at the time of subscribing and when placing orders through the Service. Minimum order values may vary from time to time and may differ between our Participating Partners. Deliveroo reserves the right to vary the minimum order value for any Participating Partner at any time in accordance with section 1.
Participating Partners
Deliveroo Plus is only available for Participating Partners. Deliveroo in its sole discretion, may determine which Partners are “Participating Partners” for Plus, and may change the Participating Partners at any time. Any changes to Participating Partners may be notified to you in accordance with Section 1.
Fraudulent Activity
You must limit your Deliveroo account to your personal use, and not share your Deliveroo account details with any third party at any time during your Deliveroo Plus subscription.
We use a number of measures to monitor customer fraudulent order activity and compensation abuse. If we reasonably suspect that you are engaging in fraudulent activity and/or compensation abuse, we may:
If we terminate your Deliveroo Plus subscription but do not suspend or deactivate your Deliveroo account under this paragraph, your Deliveroo Plus subscription will terminate immediately, we will pay you a pro rated refund of the Deliveroo Plus Fee for the remainder of your Deliveroo Plus Subscription Period. To be clear, we will not have to do this if we choose to suspend or deactivate your Deliveroo account.
If we have reasonable grounds to suspect that you are not using your Plus account in accordance with these Terms Deliveroo may (in its sole discretion) immediately suspend or terminate your Deliveroo Plus subscription (along with any other steps Deliveroo is entitled to take in accordance with the Terms and Conditions of Service for your Deliveroo account).
Eligible Users can sign up for Deliveroo Plus through our Service by:
● either logging online under the “My Account” section of your profile, from your order basket or after you have placed an order through our Service, where you will see a prompt with messaging related to Plus next to the delivery fee;
● tapping the promotion prompt to receive details (including pricing details) about Deliveroo Plus; and
● following the link from the Deliveroo Plus landing page.
Eligible Users can subscribe to Deliveroo Plus for a fee which will be communicated at the time of subscribing (“Deliveroo Plus Fee”). The Deliveroo Plus Fee may vary from customer to customer depending on what other services, partner offers, special promotional plans or memberships are offered in combination with free delivery at the time of signing up.
If you have been offered a Free Trial Period (“Free Trial Period”), you will not be charged the applicable Deliveroo Plus Fee for the duration of the Free Trial Period. After the Free Trial Period ends, you will be charged the Deliveroo Plus Fee at the relevant intervals for the remainder of your Deliveroo Plus Subscription Period in accordance with the terms and conditions set out in the “Payment and Billing” section below.
If you have been offered a Free Trial Upgrade ("Free Trial Upgrade Period"), you will not be charged for the duration of the Free Trial Upgrade Period. After the Free Trial Upgrade Period ends, you will be charged the Deliveroo Plus Fee of the higher plan type at your next billing cycle and from then at the relevant intervals for the remainder of your Deliveroo Plus Subscription Period in accordance with the terms and conditions set out in the Payment and Billing section below.
You acknowledge and agree that Deliveroo may vary the Deliveroo Plus Fee during your Deliveroo Plus Subscription Period. Any increase to your Deliveroo Plus Fee will be notified to you as described above. You acknowledge that You will be required to pay any Service Fees, small order fees and other fees applicable to Deliveroo orders (other than delivery fees for Eligible Orders as described in section 2) in accordance with section ten of the Terms.
Your Deliveroo Plus subscription period (“Deliveroo Plus Subscription Period”) will be communicated and chosen by you at the time of subscribing.
You will receive an email prior to the end of the current Deliveroo Plus Subscription Period notifying you that your subscription will be automatically renewed for an additional Deliveroo Plus Subscription Period. Subscriptions will automatically renew at the end of each Deliveroo Plus Subscription Period until your Deliveroo Plus membership is cancelled (by you) or terminated (by us) in accordance with these terms and conditions. Your first Deliveroo Plus Subscription Period will start on the day you sign up, or, if you are offered and eligible for a Free Trial Period or a Free Trial Upgrade, the day immediately following the date on which your Free Trial Period or your Free Trial Upgrade Period expires (“Start Date”).
● Payment Method: Payment for Deliveroo Plus must be made by a credit or debit card saved on your profile through our Service ("Payment Method"). If you have multiple payment methods on your profile, when you sign up, you will be notified as to which Payment Method will be charged with the applicable Deliveroo Plus Fee.
● Payment options: Any payment options we have available will be communicated to you at the time of subscription.
● Editing/Changing Payment Method: You may edit/change your Payment Method by logging into either the Deliveroo Website or App and selecting “My Account” and then “Deliveroo Plus”. You cannot delete a Payment Method associated with your Deliveroo Plus account, unless you replace it with another Payment Method. To do this, you must first add a new Payment Method to your Deliveroo account and then replace the existing Payment Method associated with your Deliveroo Plus account with the new Payment Method. Alternatively, you can cancel your Deliveroo Plus subscription and following such cancellation you will be able to delete your Payment Method. If you added the Payment Method to your account when you signed up to Deliveroo, it will be automatically removed when you cancel.
● Failed Payment: If payment of the applicable Deliveroo Plus Fee is not successfully settled, due to expiration of your Payment Method, insufficient funds or otherwise, and you do not edit the Payment Method information within 24 hours of being notified of a failed payment Deliveroo will cancel your Deliveroo Plus subscription effective immediately and you will no longer receive the Deliveroo Plus service. You will remain responsible for any uncollected amounts. If we cannot charge you, we reserve the right, but are not obligated, to terminate your access to our Service or any portion of it.
● Recurring Billing: By starting Deliveroo Plus, you authorise us to charge you for a recurring Deliveroo Plus Fee at the current applicable rate within 24 hours of the first day of each Deliveroo Plus Subscription Period, provided that you will not be charged any amounts for the provision of the Deliveroo Plus service during any Free Trial Period,. You acknowledge that any Deliveroo Plus Fee billed to you may vary for reasons that may include differing amounts due to promotional offers and you authorise us to charge your Payment Method for varying amounts.
● Billing of your First Deliveroo Plus Fee: Your first Deliveroo Plus Fee will be charged on the Start Date.
● Refunds: Deliveroo Plus Fees are non-refundable, except in the following exceptional circumstances: if we notify you in a Change Communication that you are entitled to a refund, if you cancel your Deliveroo Plus Subscription in accordance with the provisions below and we subsequently take payment of the Deliveroo Plus Fee from your Payment Method; if you cancel your Deliveroo Plus membership within the Cooling-Off Period; or if your Deliveroo Plus Subscription is cancelled prior to the end of a Deliveroo Plus Subscription Period for which you have incurred a charge, due to your relocation to a country outside of the Ireland, disability or death.
● Price Changes: We reserve the right to adjust pricing of your Deliveroo Plus membership at any time. Any price changes to your Deliveroo Plus membership will take effect on your next Deliveroo Plus Subscription Period. We will notify you of any change in price via a Change Communication. Subject to applicable law, if following a Change Communication you continue to use the Service after the price change has taken effect, you will be deemed to have accepted the new price. If you do not accept the new price, you must cancel your Plus Subscription before the price change is implemented.
All information relating to your Deliveroo Plus membership will be contained in the “My Account” section of your profile under “Deliveroo Plus”. From here, you will be able to view the remaining time on your Free Trial Period, cancel your Deliveroo Plus membership and update your Payment Method.
The Plus Pausing feature allows you to pause your Deliveroo Plus subscription.
If you choose to pause your Plus subscription:
After you unpause:
If you choose to pause your Deliveroo Plus subscription and it remains paused for three months or more, Deliveroo may email to notify you that your Plus subscription will be automatically cancelled unless you unpause within the time period specified in the email. If you do not unpause, your account may be cancelled and you will lose any days remaining at the time of pausing.
If these Terms are updated while you have paused your Deliveroo Plus Subscription, the updated Terms will apply as soon as you have unpaused, or the date of commencement of the updated Terms, whichever occurs later.
If Deliveroo decides to terminate the Plus Subscription entirely or in an area affecting you while your Deliveroo Plus Subscription is paused, your Deliveroo Plus Subscription will also be cancelled along with the subscription program.
Deliveroo may amend or remove this right at its sole discretion.
Cancellation of Deliveroo Plus: You may terminate your Deliveroo Plus subscription at any time. Following cancellation, you will continue to receive the Deliveroo Plus service for the duration of your current Deliveroo Plus Subscription Period. If you cancel a free trial the Plus benefits will cease immediately. If you cancel within your Cooling Off Period you will be entitled to a full refund.
Cooling Off Period: You have a right to cancel a Deliveroo Plus membership during the Cooling-Off Period. The Cooling-Off Period will expire either:
○ after 14 days from the day of your initial sign up date or
○ at the expiry of the Free Trial Period.
Exercising Your Right to Cancel: To exercise the right to cancel under this section, you may either use the option within “My Account” area of your profile or you must inform our Customer Support Team by email (at support@deliveroo.ie) of your decision to cancel your Deliveroo Plus membership by clear statement.
Reimbursement: If you cancel your Deliveroo Plus membership during the Cooling-Off Period, we will reimburse you for the payment you have made at the date of cancellation. If a reimbursement is due and payable to you, we will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract using the same means of payment as you have used to pay your Deliveroo Plus Subscription Fee.
You agree that Deliveroo, in its sole discretion, may terminate, deactivate and/or suspend any account (or part thereof) you may have with us or use of the Service and remove and discard all or part of your account and/or discontinue, modify or alter any aspect, feature or policy of the Service or Deliveroo Plus. In the event that Deliveroo terminates, deactivates and/or suspends your account (for any reason other than in relation to a breach of these Terms and Conditions) Deliveroo will reimburse your Fee on a pro-rata basis.
● Trial Offer Availability: From time to time, we may offer a no payment, fixed period, trial of our Deliveroo Plus membership (“Free Trial Period”) to some Eligible Users. Terms and conditions shall apply for each trial offer. The Free Trial Period is intended to allow new members and certain former members to try Plus.
Trial Upgrade Availability: From time to time, we may offer new or existing Plus members the opportunity to trial a complimentary upgrade to a higher tier of the Deliveroo Plus program (“Free Trial Upgrade”) to some Eligible Users. Terms and conditions shall apply for each trial offer. The Free Trial Upgrade Period is intended to allow new members and certain former members to try an alternative tier of Plus.
● Eligibility: Eligibility for a Free Trial Period or a Free Trial Upgrade is determined by Deliveroo at its sole discretion. To prevent fraudulent activity and abuse of the Free Trial Period we may limit eligibility or duration. We reserve the right to revoke the Free Trial Period and put a hold on your account in the event that we determine that you are not eligible.
● End of Free Trial Period: At the end of the Free Trial Period or Free Trial Upgrade Period, you shall be required to pay the Deliveroo Plus Fees applicable for the tier to which you have subscribed. If you do not want to automatically pay the Deliveroo Plus Fee you must cancel your subscription within the Cooling Off Period. You can cancel the trial offer at by logging into your account or by contacting Customer Services. If you cancel your Deliveroo Plus subscription at any time in the future, any future subscription to Deliveroo Plus that uses the same Deliveroo account, phone number, or credit card associated with your first Deliveroo Plus subscription will not be entitled to receive an additional Free Trial Period.
● Providing mobile unique number: You will need to provide us with a unique valid mobile phone number. By providing this number you consent to us sending you a one-time verification code which you will be asked to provide back to us as part of the registration process and in order to activate the trial offer. If you do not have a valid mobile phone number you will not be able to participate in our trial offer. We will only be able to accept a mobile phone number on one (1) occasion as a means of validating a trial offer. Failure to provide a valid mobile phone number will result in your request to participate in the trial offer being declined. Please note that while we do not charge you for the SMS, your mobile standard messaging rates may apply. If you have any questions regarding privacy, please read our privacy policy at: https://deliveroo.co.ie/privacy.
● We reserve the right, in our absolute discretion, to withdraw or to modify our free trial offer at any time without prior notice and without liability, to the greatest extent permitted under law.
Eligible Revolut customers can enjoy a free Deliveroo Plus Silver subscription worth €3.99/month with a qualifying Revolut account (see here for qualifying Revolut accounts)(“Deliveroo Plus Offer with Revolut”) as long as Revolut continues to make Deliveroo Plus Silver available as part of those plans (the “Free Period”). Deliveroo Plus Silver subscription includes free delivery from a huge range of restaurants on orders over €18 and free delivery from grocery and retail stores on orders over €30.
Service fees and Deliveroo Plus T&Cs apply when you use the Deliveroo Plus Offer with Revolut.
Last updated: 17 June 2024
This section (together with the documents referred to in it) tells you the terms (the “User Review and Contribution Terms”) that apply when you:
(a) submit a review (“Review”) relating to any menu items or Partners on our deliveroo.ie website or mobile applications and related services (“Site”); or
(b) upload, post, publish, design or display any other content or material to our Site (“User Contribution”).
Please read these User Review and Contribution Terms before submitting any Review or User Contribution to our Site. If you have any questions relating to these User Review and Contribution Terms please contact support@deliveroo.co.uk before you submit a Review or User Contribution.
User Conduct
You are solely responsible for all content and materials in your Reviews and User Contributions, including ensuring that your Reviews or User Contributions comply in full with any applicable laws (including data protection laws) and our Community Guidelines (below). We have provided below some non-exhaustive examples of the kind of content and/or use that is illegal or prohibited by us. We reserve the right to investigate and take appropriate legal action against anyone who, in our sole discretion, violates this provision, including without limitation, removing the offending Review or User Contribution from our Site, suspending or terminating the account of such violators and reporting you to the law enforcement authorities.
Reviews and User Contributions must not:
3. Screening Content
Under no circumstances will we be liable in any way for any Review or User Contribution, including, but not limited to, any that contain errors or omissions, or for any loss or damage of any kind incurred as a result of the use of any Review or User Contribution.
We monitor Reviews and User Contributions to the extent required by applicable law to meet our safeguarding duties and to ensure our Site is used respectfully and in accordance with the law. We operate both human and automated monitoring systems which search for keywords to detect language which may breach our terms of service and our content standards. Deliveroo and its designees will have the right (but not the obligation) in our sole discretion to refuse or remove any Review or User Contribution (in whole or part) that is made available on the Site. Without limiting the foregoing, Deliveroo and its designees will have the right to remove any content that violates these User Review and Contribution Terms or is deemed by us, in our sole discretion, to be otherwise objectionable. You have a right to bring a claim for breach of contract if your Review or User Contribution is taken down, or access to it is restricted, in breach of these User Review and Contribution Terms.
You agree that you must evaluate, and bear all risks associated with, the use of any Review or User Contribution available on the Site, including any reliance on the accuracy, completeness, or usefulness of such Review or User Contribution.
4. Rights to Reviews and User Contributions
You represent and warrant that you own all right, title and interest in and to all content and materials in your Reviews and User Contributions, including, without limitation, all copyrights and other rights. By uploading a Review or User Contribution you grant Deliveroo and our affiliated companies a non-exclusive, worldwide, royalty free, fully paid up, transferable, sub-licensable, perpetual, irrevocable license to copy, display, upload, perform, distribute, store, modify and otherwise use your Review or User Contribution in connection with the operation of the Site and Deliveroo’s promotion, advertising or marketing of the Site and our services, in any form, medium or technology now known or later developed. As between us and you, you retain all right, title and interest in and to your Reviews and User Contributions.
5. Our Use of Reviews and User Contributions
You acknowledge and agree that we may preserve your Reviews and User Contributions if required to do by law or if we reasonably believe that such preservation or disclosure is reasonably necessary to: (a) comply with legal process, applicable law or government requests; (b) enforce these User Review and Contribution Terms; (c) respond to claims that any Review or User Contribution violates the rights of third parties; or (d) protect the rights, property or personal safety of Deliveroo, our Partners and users and the public.
6. How to Complain about Illegal Content or Misconduct
We respect the law and the rights of others, and we ask our users to do the same. If you believe that any Review or User Contribution is illegal, harmful, or infringes your copyright or other intellectual property rights (“Alleged Illegal Content”), or you believe we are not meeting our legal obligations to manage the risk of harm to individuals, to facilitate reporting of online harms or to protect a user’s freedom of expressions and a user’s legal rights to privacy (“Alleged Misconduct”), you should notify Deliveroo by writing to support@deliveroo.co.uk. You can also report Alleged Illegal Content in-app, by clicking the ‘Report Review’ function available for all Reviews and User Contributions.
You may also raise a complaint in writing to support@deliveroo.co.uk if your Review or User Contribution is taken down by us on the basis that it is illegal or if we have issued you with a warning, suspended or banned you from using our services or the Site, or in any other way restricted your ability to use our services or the Site, as a result of your Review or User Contribution which we consider to be illegal (“Take Down Procedures”).
Your notification or complaint must be in writing and contain the following information:
We will review your notification or complaint promptly and advise you of our decision and any action we propose to take as a result of our decision.
7. Termination
We reserve the right to suspend or terminate your account if we determine that the account or your Review or User Contribution violates these User Review and Contribution Terms.
8. Submissions
You acknowledge and agree that any questions, comments, suggestions, ideas, feedback or other information about our service or the Site contained in Reviews and User Contributions are non-confidential and we will be entitled to the unrestricted use and dissemination of these submissions for any purpose, commercial or otherwise, without acknowledgement or compensation to you.
Once you have received your order, you will be given the opportunity to share your experience with other users by leaving a review via our website or App (“Site”). You will be able to give a star rating (between 1 (being very poor) and 5 (being very good)), and write a review relating to your experience of our Partner Restaurants, their menu and the Items on your order (a “Review”).
These Deliveroo review guidelines (“Guidelines”) apply alongside, and should be read together with, our Terms of Service (above). If there is any conflict between these Guidelines and our Terms of Service, these Guidelines will control. Capitalised terms used in these Guidelines that are defined in the Terms of Service have the meanings given to them in the Terms of Service. Before leaving a Review we ask that you read and observe these Guidelines.
Review standards
Reviews submitted by our users are important to our quality control process. As such, any Review you submit should be accurate and reflect your own genuine experience. Reviews are posted on the profile page of our Partner Restaurants on our Site. Partner Restaurants will be given the opportunity to respond privately to your Review. Your Review may have an impact on whether other users choose to purchase from a Partner Restaurant.
Each Review you submit must meet the following standards:
Second-Hand Experiences
You must only write about your own first-hand experience as a customer of a Restaurant Partner. You will only be able to post a Review once you are logged into your Deliveroo account so that we may verify you as a genuine customer. You should not write a Review on behalf of any other person.
You are not permitted to Review any Restaurant Partner if you are employed by another restaurant or food and beverage establishment, or if you are related to or are friends with a current employee or owner of a restaurant or food and beverage establishment.
Restaurant Partners are not permitted to Review themselves under any circumstances. Users must not impersonate another person or misrepresent their affiliation with another person.
We do not allow any payment or other incentive that may influence the posting or removal of Reviews.
Original Content
Your Review should be your own original material and not copied or plagiarised, or if you are referencing any content or quotes from any other source, you must ensure that you have been given permission to include that content or quote in your Review.
We may remove Reviews that mention quotes or descriptions from media, internet or another source, including incidental mentions of another person’s experience.
Relevance to Reviewer Experience
Your Review should be directly relevant to your experience of a Restaurant Partner. For example, Reviews that relate to an experience with a Restaurant partner not relevant to the items available on the Site may be removed (for example, commenting on a recent event affecting the Restaurant Partner that attracted media attention, for example, a health and safety event, that was not relevant to your experience).
We may remove Reviews that discuss political preferences, ethical differences, religion or reviewers’ perspectives on wider social issues, unless it is clear how these matters directly impacted your experience of a Restaurant Partner.
Reviews must not be used to promote or commercialise any third party products or services, or include any links to websites.
Recent Experiences
We want to ensure Reviews appearing on the Site are relevant and current. Reviews that are more than 2 years old will be archived.
Sexually Explicit, Prejudicial and Unlawful Content
Reviews should offer helpful insights for other customers. We wish to offer a safe and authentic forum for users to express themselves in relation to their experiences with the goods and services available on our Site.
Under no circumstances may you post a Review that contains sexually explicit, graphic, obscene, offensive or violent content, or refers to any unlawful activity (such as drug taking).
Further, Reviews must be respectful and may not be defamatory or reflect any intolerance, offensive stereotypes or other language that may incite hatred or discrimination towards people based on their ethnic or social origin, race, gender, gender identity, gender expression, sexual orientation, religious/spiritual beliefs, socioeconomic class, physical or mental ability, immigration status or nationality.
Profane and Vulgar Language
You should refrain from using vulgar or profane terms or expletives. We recognise that certain terms have different meanings depending on language and culture and we seek to be sensitive to that.
Personal Information
Reviews are available to the public so we strongly discourage users sharing any personal or confidential information, such as passwords, email addresses, full names and home addresses.
Removal and editing of Reviews
We reserve the right to, but have no obligation to (unless required by law), remove or edit any Review at any time if we determine, in our sole discretion, that it does not meet the standards set out in these Guidelines, including where there is a risk that the Review may expose us, our Partner Restaurants or any other third party to harm or liability.