Frequently Asked Questions

About Deliveroo

What is Deliveroo?

Deliveroo is on a mission to transform the way you order food. We connect you with the best restaurants and businesses (the "Restaurant and Grocery Partner(s)"), from small local addresses to cult franchises, and dedicated riders (the "Partner Rider(s)" or the "Restaurant and Grocery Partner Rider(s)" - together, the "Riders") so that your favourite dishes are delivered to your doorstep.

Choose from thousands of suggestions!

Why Deliveroo ?

Deliveroo is a British tech success story. After moving from New York to London, our founder had to face the facts: it was nearly impossible to get great quality food delivered. So he made it his mission to create a service that would bring customers closer to their favourite restaurants.

We are now present in 10 countries: Belgium, France, Hong Kong, Italy, Ireland, Singapore, the United Arab Emirates, Kuwait and the United Kingdom.

In Belgium, we are available in more than 25 cities and regularly work with more than 4,000 restaurants and businesses, as well as more than 3,000 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 (our “Apps”). Simply add your postcode to find all the Restaurant and Grocery Partners available in your area, choose your food and/or products and place your order.

Once the Restaurant and Grocery Partner receives and accepts your order, your order will be prepared and then carefully packaged. Once your order is ready to go, a 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 and schedule a delivery at a time of your choice.

Who is responsible for your order?

If your order is accepted by a Restaurant and Grocery Partner, a contract of sale is formed solely between you and the Restaurant and Grocery Partner. Deliveroo is not a party to the contract of sale and assumes no liability arising out of or in connection with such contract. Deliveroo assumes no responsibility for products sold by its Restaurant and Grocery Partners. It is neither the buyer nor the seller of the products of the Restaurant and Grocery Partners.

Each Restaurant and Grocery Partner is solely responsible for the sale of the products that you order on our Apps. The Restaurant and Grocery Partners guarantee the rights of the consumer, the handling of complaints or any other problems arising from or in connection with the contract of sale between them and you (excluding the delivery of orders). The Restaurant and Grocery Partner must guarantee the products it offers on the Deliveroo platform in accordance with the applicable regulations.

In this regard, the Restaurant and Grocery Partner is responsible for exercising the right of withdrawal, for providing the necessary information relating to the exercise of your right of withdrawal or the absence thereof, for returning the products and for any other obligation incumbent on the seller. A dedicated space for communicating this information is made available to each Restaurant and Grocery Partner by Deliveroo.

If you have any questions, please submit your request to

What is the status of our Restaurant and Grocery Partners?

Our Restaurant and Grocery Partners (restaurants, supermarkets and other businesses) offering products through our Apps are independent third parties and act in a professional capacity (business).

Who is responsible for the delivery of your order?

Once you have placed your order with a Restaurant and Grocery Partner via our Apps, the order will be collected from the Restaurant and Grocery Partner in question and delivered to you either by a Rider (either by Partner Riders, under independent contract with Deliveroo ("Independent Partner Rider") or under P2P status ("P2P Partner Rider")), or by the Restaurant and Grocery Partner Rider(s).

The contract for the delivery of your order takes effect from the moment Deliveroo informs you of the acceptance of delivery of the order by the Partner Rider or the Restaurant and Grocery Partner (in the case of delivery with a Restaurant and Grocery Partner Rider).

Regardless of the type of delivery made, Deliveroo acts as an intermediary on behalf of the Partner Rider or Restaurant and Grocery Partner Rider (together, the "Partner(s)") and accepts no liability for the acts or omissions of the Partner(s).

The Partners shall be responsible for guaranteeing the rights of the consumer in connection with the delivery.

What kind of restaurants are listed on Deliveroo?

We carefully select the best restaurants in your neighbourhood. From authentic Thai restaurants to gourmet burgers and the most Italian pizzeria on the corner, Deliveroo only works with the best restaurants to delight the most discerning palates.

What times can I order for?

We deliver from early in the morning until late at night, and our Restaurant and Grocery Partners offer different opening times. Visit our Apps homepage to find out which Restaurant and Grocery Partners are available in your area.

How is the food delivered to me?

Once you have placed your order, it is sent directly to the Restaurant and Grocery Partner for them to prepare. Once it is ready and packaged, a Rider will collect it and deliver it to the address indicated.

Why doesn’t Deliveroo accept cash?

We only take card payments because it lets us provide you with the best possible customer experience. It creates a safer working environment for Riders too. You can however 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 (for Independent Partner Riders or P2P Partner Riders) or tip in cash the Rider (only for Independent Partner Riders). Riders keep 100% of the tips you leave them.

Is there a minimum order value?

The minimum order amount can vary depending on which Restaurant and Grocery Partner 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 our Apps (in the app or on the website).

To do this, you can:

  • go to "Your account" then click on "Voucher and credit" then on "Add a promo code or gift card" (on iOS) or on the "+" button (on Android) or
  • once you have decided to place an order through our Apps and have added the items of your choice to your basket, at checkout, click on "Add a promotional code or gift card".

Do you charge the same prices as the restaurant does in the restaurant?

Restaurant and Grocery Partners set the prices of their menu items (excluding delivery fees, service fees and additional fees) on our platform. They can choose to charge the same prices on our platform and in their physical place of sale.

The price of each menu item is indicated on the website and in the app.

If you have any questions about the prices of items on Restaurant and Grocery Partner menus, please contact the Restaurant and Grocery Partner directly.

Can I place orders in advance?

Yes! From the day before, you can schedule your orders and choose a delivery time that suits you, from midday onwards.

Can I collect my order?

Yes, you can use the Pickup service in our Apps to collect your order from Restaurant and Grocery Partners near you that have the Pickup service. To find them, carry out a search on our Apps.

How is the food packaged?

Packaging always depends on the type of food and Restaurant and Grocery Partner you’re ordering from. Restaurant and Grocery Partners take great care to use packaging that maintains the correct temperature for as long as possible.

If you have suggestions regarding the packaging or appearance of your food when it’s delivered, please contact us on and we’ll pass on your feedback to the Restaurant and Grocery Partner.

Some menus include customer feedback about the partner. What is this?

When you place an order through our Apps, we sometimes ask you for your feedback. We sometimes share this feedback with other Deliveroo users, particularly on the Restaurant and Grocery Partner menu.

Our teams have set up a review verification mechanism to ensure that only consumers who have placed an order that has been accepted by a Restaurant and Grocery Partner can leave a review.

No compensation is paid to consumers who leave a review on the Deliveroo platform.

As a matter of principle, all reviews are published as is on our Apps, without being modified. As an exception, in order to ensure that reviews are truthful and comply with applicable law, we have put in place (i) automated mechanisms to identify and remove false or fraudulent reviews, reviews containing profanity/abusive language and (ii) additional manual moderation to deal with reports made by other users.

Please note that reviews are an expression of consumer feedback over which Deliveroo has no control. Deliveroo cannot be held responsible for their truthfulness and accuracy.

Published reviews are kept for a period of 2 years.

Managing my order

What if something is wrong with my order?

Our customer service team is on hand to ensure that your Deliveroo experience is as pleasant as possible, from the moment you place your order until it arrives on your doorstep.

However, we do understand that sometimes things might go wrong. If this is the case, you can use the Help function in our Apps to speak to our customer service team and report any issues.

You can also contact us at

What if I want to add something to my order?

You can contact our Customer Service team via the Help function in the app and we will do our best to complete your order before it is delivered to you.

What if my order is late?

Occasionally, circumstances beyond our control may cause delays in delivery. Our Apps will send you a notification to let you know and everything will be done to limit your waiting time. 

What if I’m not around when my rider arrives?

If you realise that you will not be present to receive your order, we ask you to let us know by using the "Help" function in the Deliveroo app.

If the Rider encounters a problem once it has arrived at the delivery address, he will try to contact you. Therefore, you should check your phone and Apps at the time of delivery to check for any updates on your order and any calls or messages from the Rider.

If we are unable to contact you and deliver to you, the amount of the order will be debited from your account. To avoid this happening, we advise you to always double-check the accuracy of the contact details you provide.

I got a call from +32 78 48 09 61 - who is this?

The 078 48 09 61 number is used by the Rider when he wants to let you know he's on his way if he can't find you straight away. Remember to keep your telephone close so that you can answer if he calls you, and thus ensure that your order is delivered correctly.

I bought a product on your app. Who is responsible for any problems with this product?

Each Restaurant and Grocery Partner is responsible for any claim or other problem arising in connection with or related to the contract of sale between it and you. The Restaurant and Grocery Partner must guarantee the products it offers on our Apps in accordance with the applicable regulations. You should therefore contact the Restaurant and Grocery Partner from whom you ordered the product.

For any question, you can submit your request to

I would like to return a product purchased through your app. Who is responsible for the return?

Each Restaurant and Grocery Partner is responsible for any returns of items it offers on our Apps. It is responsible for implementing the right of withdrawal. You should therefore contact theRestaurant and Grocery Partner from which you ordered the item to find out about the conditions of return and whether or not there is a right of withdrawal. We ask the Restaurant and Grocery Partner to provide this information on their dedicated page on our Apps. In addition, contact information for each Restaurant and Grocery Partner is available on their page.

For any question, you can submit your request to

Fees on Deliveroo

How does it work?

Delivery Fees

In accordance with the applicable regulations, delivery costs are fixed at €4.99. You can always check the amount of the delivery fees before finalising your order.

Some Restaurant and Grocery Partners also have their own delivery service: in this case, they set their own delivery fees.

Service Fees

Anyone using Deliveroo pays service fees on each order.

These fees enable us to continue to improve our service and guarantee you the best possible experience. These fees, applied to each order, enable us to guarantee you a responsive and available support service, and also to improve your experience on our Apps (in particular through new features). The exact amount of these fees is always indicated in your basket, just before you confirm your order and proceed to payment.

Your service fees vary according to the total amount of your order before discount or promotion.

Additional fees

When the total amount of your order is less than the minimum set by the Restaurant and Grocery Partner, you can still order but we will add fees. To remove them, add other items to your basket.

Inviting friends

I’m not a new user. Can I get free credit if I sign up?

We are sorry, this offer is reserved for new customers. To find out more, please go to your Terms and Conditions tab.

I can’t find 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, or any other person of your choice.

Ranking and listing of our Restaurant and Grocery Partners

To find out more, please go to the Partner Rankings tab.

Other questions

What if I have allergies?

If you have specific allergies and are concerned about any items on a menu, please check the Restaurant and Grocery Partner information section of the menu and for further information contact the Restaurant and Grocery Partner directly.

When will you be delivering in my area?

We are rapidly expanding and will hopefully be working with Restaurant and Grocery Partners near you soon!

Does Deliveroo offer company accounts?

Our corporate team will be delighted to help you set up your account so that you can offer team breakfasts, memorable lunches and even catering services. Get in touch with us at

Is there a Deliveroo app?

Absolutely! It’s available free on the App Store (Apple) and Google Play (Android).

Can I pay with my meal voucher card (“Carte titre-restaurant”) on Deliveroo?

What types of meal voucher cards do you accept?

We accept Ticket Restaurant ® (Edenred) and Pass restaurant ® (Sodexo) cards. Other cards will be available soon!

How do I add my meal voucher card?

On the website and the Deliveroo mobile app, you can add your meal voucher card when you place an order, by adding your meal voucher card at the time of payment.

On the Deliveroo mobile app, you can also add your meal voucher card by going to your Deliveroo account. Click on "Payment methods" then on "Add a payment method" and "Add a card".

Once added, your meal voucher card will automatically appear in the list of payment methods used when you place your next order. Before completing your order, if you wish to pay by meal voucher card, you will need to select this method of payment to pay for your order (excluding service and delivery fees, additional fees, within the limit of your balance and the threshold defined by the regulations).

If you already have a meal voucher card registered on your Deliveroo account and wish to replace it, simply delete it so that you can add another card.

Why is my meal voucher card faded when I pay?

Check that:

  • the Restaurant and Grocery Partner accepts meal voucher cards - you can use the filters to refine your search;
  • the balance available on your meal voucher card is sufficient;
  • your order does not contain any non-food products;
  • your order will be delivered on a working day.

Can I split the payment between my meal voucher card and another card?

Yes. The overage of your order (compared to the balance available on your meal voucher card), as well as any service fees, delivery fees and additional fees (if applicable) will have to be paid for using another method of payment.

The other payment methods currently available are credit cards, GooglePay, ApplePay, Paypal, Bancontact and Alipay (these payment methods may be subject to change).

Can I be reimbursed for a payment made with my meal voucher card?

If you have paid with your meal voucher card and a refund is later confirmed, you will receive it in Deliveroo credits.

Can I schedule an order for later and pay with my meal voucher card?

Yes, as long as your order is delivered the same day. If you want to schedule an order for the following day, you will need to use another payment method.

Terms for promotions and competitions

Some promotions and competitions run by Deliveroo are subject to separate terms and conditions, which are available at

Deliveroo Community Guidelines

At Deliveroo we want our customers, riders and restaurant and grocery partners to have the best possible food delivery experience while ensuring everyone's safety. These guidelines have been designed with the aim of guaranteeing you a secure platform.

Be respectful: Riders are at the heart of our business. They collect food from our restaurant and grocery partners to deliver them 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 to this end being respectful to one another is key.

Be prompt: lorsque vous recevez une notification vous informant que le Coursier est en route, assurez-vous de pouvoir récupérer votre commande à l’heure indiquée sur nos Applications. Ainsi, les Coursiers peuvent vous la remettre sans attendre, ce qui leur fait gagner un temps de travail précieux. En outre, nous vous demandons de laisser vos consignes de livraison dans le champ prévu à cet effet afin que le Coursier puisse facilement trouver où déposer votre commande. /// 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. That way Riders can deliver it to you straight away, saving them precious working time. Additionally, we ask you to leave your delivery instructions in the field provided so that the Rider can easily find where to drop off your order.

Fraud: not only does fraudulent activity constitute a criminal offence, but it also undermines the trust that we have built with our community. We have a number of measures in place to monitor fraudulent activity from customers, as well as 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.

In case of infringement

If we are made aware of anyone who is acting in breach of these guidelines, we will investigate the report before taking any action necessary. These investigations are always led by someone on our team, and account holders will always be notified if we decide to take any action. We call for similar guidelines to be applied to Riders (available here) as well as restaurants and grocery partners (available here).

Public authority requests

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

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

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

Not a public authority?

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