Last updated: 28 March 2025
Welcome to Deliveroo. This page and the documents referred to herein ("General Terms") are intended to provide you with information about us, Deliveroo, our services and our responsibilities when you (i) access or use any mobile applications that we make available via an app store (or otherwise) or our website deliveroo.be (“Applications”); or (ii) when you place an order (“Order”) for any available item (“Items”) via our Applications.
If you use our Applications, including to place Orders, you accept these General Terms, so please read them carefully. If you do not accept these General Terms, you will not be able to use our Applications.
If you cannot find the answer you are looking for in these General Terms or if you have a question about something else, you can contact us by emailing hello@deliveroo.be or via our Applications before placing an order. You can also find a summary of our frequently asked questions here.
We update these General Terms from time to time. The most recent General Terms will apply to each new Order.
If you are a consumer, you have certain legal rights when you order Items using our Applications. You can find more information at: https://economie.fgov.be/en/themes/consumer-protection. Your legal rights as a consumer are not affected by these General Terms, which apply in addition to them and do not replace them.
Deliveroo Belgium SRL ("we", "us" or "Deliveroo"), a limited company incorporated and registered in Belgium, whose registered office is at 31 Rue du Commerce, 1000 Brussels, Belgium and is registered under company number 633.775.036 at the Crossroads Bank for Enterprises. Our VAT number is BE0633775036.
You may contact us:
Our objective is to provide you with the Applications and to put you in contact with the restaurants, supermarkets and other businesses we partner with (“Merchant Partners") and with a Rider Partner (as defined below) or a Merchant Partner Rider (as defined below) (collectively, “Rider(s)”) to allow you to:
(our "Service").
Merchant Partners (including Merchant Partner Riders as defined below) and Rider Partners (as defined below) are hereafter referred to collectively as “Partners”.
Purchase of Items: When you order from a Merchant Partner, you are entering into a contract for the purchase of Items with one of our Merchant Partners and Deliveroo acts as an agent on behalf of that Merchant Partner to conclude your order from our Applications and to manage your experience throughout the order process. In plain terms, this means it is our Merchant Partners’ responsibility to complete your order, and we simply provide the platform that helps your order reach our Merchant Partner and we take payment from you on their behalf. Sometimes, our Merchant Partner may be part of the Deliveroo family of companies.
Delivery Services: When you place an Order, you may also be buying delivery services, in which case, your Items will be collected from the relevant Merchant Partner and delivered to you by a Rider, who is either:
Before you can place orders for Items using our Applications, you need to open a Deliveroo account. In order to create an account, you must satisfy the following criteria:
When you open an account you will need to create a password, or other secure login method, and will also have to provide credit card details. You must keep any password or other secure login method, secret, and prevent others from accessing your account.
You will be responsible for all Orders placed and any activity from your account, and you will be responsible for paying for any Orders, even if they were placed by another person, unless they are the result of unauthorised access that is not due to the disclosure (active or passive) of your password, the use of a weak password, or any other non-secure login method. If you have any doubts about your login details or if you think they may have been compromised, you must inform us immediately.
You must use a personal email address that is valid. You may only have one email address per account and one account per person.
You may close your account at any time by following the instructions to delete your account in the account section in our Applications.
We may suspend your access to your account, or close it permanently at any time with an appropriate notice period according to the relevant circumstances, if we have reason to believe that your account has been used by someone else, you mistreat our staff or the Partners, you apply for refunds or credit to which we do not consider you are entitled, or more generally you are abusing our Service, our Applications or do not comply with our terms and conditions (including these General Terms).
If we close your account permanently we will refund any remaining account credit you have validly obtained from Deliveroo’s customer service team or Applications 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 bank details (provided you have supplied them to us).
If you do not agree with our decision to close or suspend access to your account, you may contact us and we will decide whether to review the decision.
Deliveroo reserves the right, where necessary and without limitation, to undertake all such reasonably necessary steps (including requiring further verification as to the identity, age, and other relevant details of a customer) to protect itself against fraudulent or illegal behaviour or where we have reasonable grounds to believe that, in dealing with such a customer, we may be in actual or possible breach of a law or regulation that applies to us. You must provide us with any information we reasonably ask for as soon as possible. If you refuse, or we suspect fraudulent or criminal activity of any kind, we might suspend or close your Deliveroo account. We’ll use your information as per our privacy policy.
Each Merchant Partner has a prescribed geographic area in which it accepts Orders. This delivery area may change at any time due to factors, such as weather. This is to ensure that Items reach your door at their best. Our Merchant Partners each decide their own operating hours.
This means that (i) the availability of our Service, and the number of Merchant Partners from which you can order, depends on the Merchant Partners in your area; and (ii) the Merchant Partners that you can see at any given moment on the Applications depends on your location and their operating hours. If you try to place an Order outside of the delivery area or operating hours of a Merchant Partner, or if the Applications are otherwise unavailable for any reason, we will notify you that ordering will not be possible.
Similarly, the Rider Partners themselves determine when they wish to carry out deliveries and are free to accept or refuse the offer to deliver your Order.
We act as an agent on behalf of our Merchant Partners. This means that you are contracting with the Merchant Partners directly in respect of the sale of Items and the Merchant Partners have sole responsibility for the sale of such Items. We simply provide the platform that helps your order reach our Merchant Partner and we take payment from you on their behalf.
Orders are placed via our Applications by clicking on the order button at the end of the payment process. Every Order that you place constitutes an offer to purchase the Items indicated. These General Terms, together with any other terms in respect of a promotional offer or similar apply to the Order. You have the option to check and correct any user input error in your Order on our Applications until the moment where you click on the order button at the end of the process and you send your Order to our Merchant Partners. You must make sure that your Order is complete and accurate before ordering. Once you click to place your order, you will be responsible for paying for all Items ordered (including any related delivery and service charges) using your account, if the Order is accepted.
When you place an Order through our Applications, it needs to be accepted by us or by the Merchant Partner before it is confirmed. We will send you a notification once your order has been accepted (the "Confirmation Notice"). You can still cancel your Order through our Applications before your Order has been accepted by the Merchant Partner. The contract for the supply of any Item you have ordered comes into existence when we send the Confirmation Notice. Your Order may not be accepted if an Item is unavailable, if we are unable to obtain authorisation for your payment or if you do not meet the eligibility criteria for placing an Order.
You are responsible for paying for all Items ordered using your account, and for related delivery and service charges, and for complying with these General Terms, even if you have ordered the Item for someone else. All Items are subject to availability from a Merchant Partner. A minimum order value, which will be indicated to you before you place your Order, may apply and may vary depending on the Merchant Partners.
Specific information on allergens, dietary requirements and the general safety of the Items is provided to us by our Merchant Partners. Each Merchant Partner is responsible for its menu, all information (including nutritional information) relating to allergens, the quality or nature of the Items, prices, opening hours and photographs of the Items.
Merchant Partners may use nuts or other allergens in the preparation of certain Items. Many Merchant Partners now display dishes based on allergen information, but if that information is not available via our Applications, or if you have further questions, you must contact the Merchant Partner directly. We are not responsible for the preparation of the Items offered by our Merchant Partners and we cannot guarantee that they do not contain allergens. It is your responsibility to make our Merchant Partners aware of any allergies or food intolerances you may have.
Merchant Partners may use nuts or other allergens in the preparation of certain Items. Please contact our Merchant Partner prior to ordering if you have an allergy. Deliveroo cannot guarantee that any of the Items sold by our Merchant Partners are free of allergens.
In the case of a Merchant Delivery (i.e. the Items are delivered by a Merchant Partner Rider), you contract directly with the Merchant Partners in respect of the delivery of the Items and the Merchant Partners are solely responsible for the delivery of the Order.
For any delivery that is not a Merchant Delivery, if you have asked for your Order to be delivered, the delivery of your Items must be confirmed by a Rider Partner. The delivery is provided pursuant to these General Terms.
There may be times when Rider Partners change their mind and withdraw from a delivery. You agree that they may do so without compensation. If this happens, we’ll notify you and will put you in contact with another Rider Partner.
When providing delivery services, Riders understand the importance of complying with applicable legal obligations and regulations in relation to road safety, food safety and health and safety.
When you place an order, you have the choice to place it as an immediate delivery or a scheduled delivery.
For an immediate delivery, we will tell you an estimated delivery time before you place an order. For an immediate Merchant Delivery, the Merchant Partners provide the delivery service themselves and are responsible for providing an estimated delivery time.
For hygiene reasons, the Riders will deliver your Order in the timescales according to the relevant food hygiene requirements. You must therefore make sure that you are available to accept delivery from the time you place the Order to make sure you do not miss the arrival of the Rider. You must make sure that you remain attentive for any call from your Rider or the doorbell of your delivery location as you will be charged if the Rider cannot deliver your Items. If the arrival of the Rider cannot be proved otherwise, the time of the Rider’s first call or message will be considered as their arrival.
For a scheduled delivery, we will tell you when the Item is expected to be delivered taking into account the time requested by you. You must be available to accept delivery for ten minutes before and ten minutes after that time.
Together with the Partners, we use our best efforts to ensure that your delivery is completed within the estimated delivery time. Unfortunately, despite our best efforts and the best efforts of the Partners, things do not always go to plan and factors such as traffic and weather conditions may sometimes prevent delivery of 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, Deliveroo and our Merchant Partners will try 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 promptly, or at all).
The Riders will deliver the Items to the address you provide to us when you place your order. Please make sure that you enter your details correctly, as we will not be able to modify the Order or the delivery address once a Merchant Partner has started to prepare your Order.
You will still be charged for the price of Item, the delivery fees, the service fees and any additional charges in the event of a failed delivery if you have caused such failure for any reason. Reasons that might cause a delivery to fail include (but are not limited to):
You have the option of picking up your Order yourself from some of our Merchant Partners. If you choose the Pick up option, our Merchant Partners are responsible for ensuring that you receive the Items you ordered. The Confirmation Notice that we will send to you will indicate the time that your Items should be ready according to the information provided to us by our Merchant Partners, and the timeframe within which the Items will be available for collection from our Merchant Partners.
If you do not collect your Items within the specified time, the Merchant Partners may freely dispose of your Items. You will still be charged for these Items and any other charges indicated at the time of the Order.
If you arrive at the Merchant Partner and your Order is delayed or if there is a problem with the Items that you have received, you can make any claims directly to the Merchant Partner.
You have a legal right to receive Items which comply with their description, which are of satisfactory quality and which comply with any specific requirements you tell us and the Merchant Partner about through the Applications before you place your Order, provided that such specific requirements have been accepted and can be met by the Merchant Partner. You also have certain legal rights when you receive a service, including the right to have it performed with reasonable care and skill.
The Merchant Partner is responsible for the legal guarantees relating to the Items, unless the defect results from an act or negligence committed by a Rider Partner.
Please inform us immediately if you believe that the Items delivered or the Service provided do not meet these requirements. We may request further information or a photograph showing the problem if the issue is something that can be seen by inspecting the Items. If you purchased a defective Item from our Merchant Partner, we will refer you to the Merchant Partner who will work with you to resolve the issue.
For Items that are eligible for return to the Merchant Partner, you will have to return the Item to the Merchant Partner and we or the Merchant Partner will explain how to do so. You can find out more about your legal rights as a consumer if something is wrong with your Items at: https://economie.fgov.be/fr/themes/protection-des-consommateurs/faire-valoir-ses-droits/garantie/quels-sont-vos-droits.
By placing an Order that contains age-restricted products, you confirm that you are over 18 years of age and/or that the person for whom the Order is intended is over 18 years of age. We take the law seriously and, for deliveries operated by the Rider Partner(s), we apply an age verification policy in order to comply with our legal obligations.
As part of this policy, the Rider Partner may ask you, or the person for whom the Order is intended, to provide proof that you are, or the person for whom the Order is intended is, 18 years of age or over before handing over the age-restricted Items you have ordered. In the event that such proof cannot be provided, the Rider Partner may refuse to hand over the age-restricted products.
Merchant Partners (and the Merchant Partner Riders) are required to apply an age verification policy for Merchant Deliveries and are responsible for doing so.
Beverages or food of an actual alcoholic strength by volume exceeding 0.5% can only be sold and delivered to persons above 16 years. Spirit drinks, as defined in article 16 of the law of 7 January 1998, which includes drinks such as vodka, gin and rum, can only be sold and delivered to persons aged 18 or over.
If you choose to pick up your Order in person, we are not responsible for checking that you meet the age limit or other legal requirements. However, our Merchant Partners may ask you to confirm that you are 18 years of age or over and may refuse to hand over age-restricted Items if you fail to prove that you are over 18 years of age.
The Partners may also refuse to supply alcohol to anyone who is or appears to be under the influence of alcohol or drugs.
If you are refused age-restricted Items because you are unable to prove that you are over 18 years of age or for any of the reasons set out in this section 8, you will still be required to pay for the Items concerned and their delivery (if applicable), as well as our service charges.
You may cancel an order without charge at any time before the Merchant Partner has started preparing the food, as shown in our Applications ("Started Order"). If you wish to cancel an order before it becomes a Started Order, please contact us immediately via our Application. If the Merchant 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 delivery.
Generally, all Orders will be available for pick up or delivery, but there may be occasions when we or our Merchant Partners need to cancel your Order. We and our Merchant Partners may notify you that an Order has been cancelled at any time. You will not be charged for Orders cancelled by us or our Merchant Partners and we will refund any payment made by the same method you used to pay for your Order. We or our Merchant Partners will cancel Orders as soon as we are aware that they cannot be fulfilled in order to minimise the inconvenience that cancellation may cause to you. You retain the right to contest this cancellation.
The Merchant Partner is responsible for implementing the right to withdrawal.
In accordance with article VI.73 of the Code of Economic Law, you may have the right to change your mind about one or more Items for any reason within 14 days and receive a refund, subject to certain exceptions, including if the Item is likely to expire or deteriorate quickly (for example, food that is ready to be eaten or flowers) or if it cannot be returned for hygiene reasons (in accordance with the provisions of Article VI.53 of the Code of Economic Law).
Please refer to the refund or cancellation policy of the Merchant Partner from which you purchased the Item for the specific conditions that apply, including how to return the Item and receive a refund. Each Merchant Partner's refund or cancellation policy can be found on their website or in the ‘Information’ section of their Deliveroo menu.
By placing an Order, and if the delivery is made by a Rider Partner, you expressly accept that performance of the Service offered by Deliveroo begins before the expiry of your withdrawal period. You also acknowledge that you no longer benefit from your right of withdrawal, with regard to the Service offered by Deliveroo only, once the order process has completed and delivery has been made.
Therefore, if you change your mind about an Item and you have the right to do so, the service charges and associated additional charges and the delivery charges paid for delivery by a Rider Partner will not be refundable once the ordering and delivery services have been completed (even if you have chosen to return the Item).
If the delivery is a Merchant Delivery (i.e. handled by the Merchant Partner directly), the Merchant Partner's refund or cancellation policy will apply to any Merchant Delivery that you have paid for.
Prices include all taxes, including VAT.
Deliveroo may operate dynamic pricing some of the time, which means that prices of Items may change while you are browsing our Application. Prices for Items can change at any time at the discretion of the Merchant Partners. Price changes will not affect the Items in your basket (although please note that your basket will automatically empty if you do not complete the Order within the time period we allow).
Where a Rider makes a delivery, you will also be charged a delivery fee via our Application. You will be notified of the delivery fees before you complete your order. Delivery charges are also subject to change. For a P2P Rider Delivery or a Merchant Delivery, the full amount of the delivery fee will be passed to the P2P Rider or the Merchant Partner (as applicable). For a Self-employed Rider Delivery, Deliveroo may retain some or all of the delivery fee.
We also reserve the right to charge a service fee, which may be subject to change, for the provision of our Service via our Applications. Additional order fees may also apply, depending on the Merchant Partner, if the value of the order does not reach the minimum order value. The amount of these charges may vary over time, but you will always be informed of the amount of these charges on the payment pages of the Applications before you place an Order.
No changes will affect existing confirmed orders, unless there is an obvious pricing mistake. 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 correct price or cancelling the order without charge and with a full refund of any money already paid. Nor will changes to prices affect any orders in progress that appear in your basket, provided you complete the order within 2 hours of adding the Items to your 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.
The total price of your Order will be set out on the checkout page on our Applications, including the prices of Items, delivery and applicable service fees and taxes.
Payment for all Orders (including payment for the Items, delivery charges, service charges and any additional charges) can be made on our Applications by credit or debit card, or other payment method made available by Deliveroo, including meal cards, vouchers or account credits. The use of vouchers and account credits are subject to Deliveroo's Voucher and Account Credit Terms. If you choose to pay by card, as soon as your Order is confirmed, the account linked to the bank card concerned will be debited for the amount of the Order.
We also use payment service providers, including GooglePay, ApplePay, PayPal, Bancontact and Alipay. These services are provided by third parties, and if you choose to pay using one of these methods, your payment will be processed by the relevant service provider and their terms of use will apply. We will make the terms and conditions of the payment service providers available to you at the time you place your Order.
Payment for Items is made directly to Deliveroo acting as agent on behalf of the Merchant Partner.
We are authorised by the Partners (notably Merchant Partners and P2P Riders) to accept payment on their behalf. Payment of the price of any Items or delivery charges to us will fulfil your obligation to pay the price to the Partner (notably Merchant Partners and P2P Riders).
Merchant Partners sometimes make special offers available through our Applications. These are visible when you look at a Merchant Partner’s menu on our Applications. These offers and promotions are at the discretion of the Merchant Partner. 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 you place an order, you will have the option to pay a tip on our Applications:
You may also leave a cash tip directly to Rider Partners and Merchant Riders, at the time when you receive delivery of your Order.
Tips given to Riders will not be refundable if you choose to exercise your rights of withdrawal. For the conditions applicable to tips paid to Merchant Partners, please refer to the refund or cancellation policy of the Merchant Partner from which you purchased the Item.
We may share your first name with Partners, depending on the case, when we communicate the tip to them.
Your Rider will receive 100% of any tip you choose to give and we only act as their agent to collect the tip, which we then pay back to them in full.
We take the utmost care in providing our Service. However, within the limits permitted by the law, Deliveroo provides its Service according to availability as specified above, without any other conditions or warranties.
As a consumer, you have certain rights under the law and nothing in these General Terms can, or is intended to, limit or take away those rights. We do not exclude our liability to you for loss or damage where it would be unlawful to do so, including death or personal injury caused by an act or omission of Deliveroo or its representatives, or damage caused by its wilful misconduct or gross negligence.
We shall not be liable for any failure or delay in the performance of our obligations resulting from an event of force majeure, including, but not limited to, administrative decisions, acts of terrorism, pandemics, epidemics, earthquakes, fires, floods or other natural disasters, exceptional weather conditions, industrial action, power failures or internet network failures.
If Deliveroo, a Rider or a Merchant Partner is held liable, such liability shall be limited to the purchase price of the Items paid by you in connection with your Order affected by the damage (or, in respect of P2P Riders, the delivery charges paid by you for the P2P Delivery of the Order affected by the damage). Neither Deliveroo nor the Partners shall be liable to you for any indirect, special or consequential loss or damage arising from the sale of Items or the performance of a delivery, including but not limited to loss of profit, data or goodwill.
The contract for the sale of the Items is concluded between you and the Merchant Partner. The Merchant Partner is a separate and independent company from Deliveroo. Deliveroo has no control over the Merchant Partners and cannot incur any liability for their acts or omissions. The Merchant Partner is bound by the legal guarantee concerning product conformity pursuant to article 1641 and 1649 bis et seq. of the old Belgian Civil Code.
In the case of a P2P Delivery or a Merchant Delivery, Deliveroo merely acts as agent on behalf of the P2P Rider or Merchant Partner and therefore does not incur any responsibility for their acts or omissions.
Deliveroo offers all Rider Partners insurance which, subject to the terms and conditions of the applicable policy, covers certain liabilities to third parties (including customers).
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 General 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 General Terms is illegal, abusive, null or ineffective in application of the law or a judicial decision, the rest of the General Terms will be unaffected and will remain in force. If this arises, you and Deliveroo agree to substitute the invalid or unenforceable provision with a new valid provision that best achieves the original purpose of the invalidated provision.
We may change these General Terms from time to time. Changes to the General Terms will not affect any orders you have placed where we have sent a Confirmation Notice.
These General Terms are governed by Belgian law and any action arising out of or in connection with the use of our Services shall be subject to the jurisdiction of the courts of Brussels or the courts of the consumer's domicile. We are required by European Union law to provide this link to the European Union's online dispute resolution portal, however we do not participate in this dispute resolution system.
Last updated: 28 March 2025
This page (together with the documents referred to on it) tells you the Terms of Use on which you may make use of our Applications (which includes our website deliveroo.be (our “Site”)), whether as a guest or a registered user (“Terms of Use”). By accessing our Applications 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 Applications.
Capitalised terms used in these Terms of Use have the same meanings as in our General Terms, our Credit Terms and our Gift Card Terms and Conditions, unless they are defined in these Terms of Use.
Deliveroo Belgium SRL ("we", "us" or "Deliveroo"), a limited company incorporated and registered in Belgium, whose registered office is at 31 Rue du Commerce, 1000 Brussels, Belgium and is registered under company number 633.775.036 at the Crossroads Bank for Enterprises . Our VAT number is BE0633775036.
You may contact us:
Our objective is to provide you with the Service.
We reserve the right to interrupt, restrict, withdraw or amend access to our Applications without notice.
You are responsible for maintaining the confidentiality of your login details and any activity on your account. If you have any concerns about your login details or think they have been misused, you must inform hello@deliveroo.be immediately to let us know. We can deactivate your account at any time.
You agree to:
We may from time to time provide certain features which allow you to interact through our Applications 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 below. If we do decide to moderate an interactive service, we will make this clear before you use the service and will generally provide you with a means of contacting the moderator, should a concern or difficulty arise.
These content standards apply to any and all material (including comments or reviews) which you contribute to our Applications (the "Contributions"), and to any interactive services associated with it.
You must read these terms before submitting a Contribution. If you have any questions about these terms, please contact us via the web form accessible by clicking “Contact Us” on https://deliveroo.be/contact.
You are solely responsible for all your Contributions, and we cannot under any circumstances be held responsible for a Contribution.
We want our Applications to be a safe place for all our users. The Contributions you provide must be accurate (where they state facts), be genuinely held (where they state opinions) and comply with these terms and conditions and applicable law (including data protection laws). In particular, your Contributions must not:
You represent and warrant that you hold all rights, title and interest in all content and material in your Contributions, including, without limitation, the copyright and consents of any third party (having any right in any part of the Contributions) to share such Contributions in such a manner. If you are found to be making Contributions that do not comply with these requirements, we may immediately remove them (temporarily or permanently).
Any Contributions you submit to our Applications will be considered non-confidential and non-proprietary, and you acknowledge and agree to our right to use, copy, distribute, sell and disclose them to third parties for any purpose related to our business. In the event that the Contributions are protected by copyright, you grant Deliveroo, free of charge, a worldwide licence to use these Contributions, as and when the Contributions are created. This licence is granted for any purpose, in particular any commercial, promotional or marketing purpose, for any medium, in any format, by any process known or unknown to date, and includes in particular :
each of the aforementioned rights being assigned respectively for any medium, in any format, in any language (computer language or other), by any process known or unknown to date, and for any purpose.
You acknowledge and agree that we may keep your Contributions if required to do so by law or if we reasonably believe that such preservation or disclosure is reasonably necessary to: (a) comply with any legal proceedings, applicable law or any requests from the authorities; (b) enforce these Terms of Use; (c) respond to claims that a Contribution violates the rights of third parties; or (d) protect the rights, property or safety of Deliveroo, the Partners and users, and the public.
We monitor Contributions to the extent required by applicable law in order to meet our duty of care and to ensure that our Applications are used in a lawful and respectful manner. We use human and automated monitoring systems to detect words that may breach our Terms of Use and content standards. Deliveroo and its representatives shall have the right (but not the obligation) to refuse or remove any Contribution (in whole or in part) submitted to our Applications.
You have the right to complain if your Contribution is removed, or access to it is restricted, in breach of these terms.
If you become aware of Contributions on our Applications that you believe are illegal or otherwise inconsistent with these Terms of Use, you may notify us via the web form accessible via the ‘Contact Us’ option on https://deliveroo.be/contact. You may also report a Contribution that you consider to be unlawful on our Applications, by clicking on the ‘Report’ function available next to the relevant review.
If you become aware of any other content on our Applications that you believe to be unlawful or otherwise in breach of these Terms of Use (for example, Menu Items, comments, responses to comments and intellectual property infringements) (“Alleged Unlawful Material”), you may submit a notification via the web form accessible via the ‘Contact Us’ option and then ‘Digital Services Act (DSA)’ at https://deliveroo.be/contact.
You may also submit a complaint to hello@deliveroo.be if we remove your Contribution on the grounds that it is unlawful or if we have issued you a warning, or suspended or prohibited your use of our Services or our Applications, or otherwise restricted your ability to use our Services or or our Applications, because of your comment or user contribution which we consider to be unlawful (“Removal Process”).
Your notice or complaint must be in writing and contain the following information:
We will promptly investigate your notice or complaint and inform you of our decision and any action we propose to take as a result of that decision.
If you are not satisfied with our decision regarding your notification, you may lodge a complaint for up to six months by contacting appeals@deliveroo.be.
The provisions of paragraph 6 below will apply to any user who frequently submits complaints of Alleged Unlawful Material 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. The name of the person responsible for the publication and the reasons for the withdrawal may appear on our Applications.
The website and all materials, content, features and functionality of our Applications (“Platform and Features”) are owned by Deliveroo, the Partners and third parties who have licensed their services to us (with the exception of your Contributions). All rights are reserved. Our Platform and Features are protected by copyright, trademark and other intellectual property rights. You may save, print or display the content of our Applications for your personal use, but you may not use our Platform and Features for commercial purposes without our prior written consent. Unless expressly permitted, our Platform and Features may not be copied, reproduced, distributed, republished, downloaded, used, posted, displayed, broadcast, transmitted or communicated to the public in any way without our prior written consent. You may not reverse engineer, disassemble or otherwise attempt to develop or reconstruct the source code or underlying ideas, algorithms or techniques of our Platform and Features.
You may not perform any form of data recovery on our Platform and Features by extracting data or content using automated systems or software.
You also agree not to access, interfere with, damage or disrupt any part of our Applications or any network or equipment used to provide them. This includes not introducing viruses, Trojan horses, worms, time bombs or other malicious or technologically harmful material into our Applications.
Comments and other materials posted on our Applications 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 Applications, or by anyone who may be informed of any of its contents.
We aim to update our Applications regularly, and may change the content at any time. If the need arises, we may suspend access to our Applications, or close them indefinitely. Any of the material on our Applications 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 Applications. 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 Applications. If we are informed of any inaccuracies on our Applications, 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 the use of our Applications. This exclusion does not affect our liability for death or personal injury arising from an act or omission of Deliveroo or its representatives, for damage resulting from gross negligence or intentional misconduct on our part, and in all other cases where our liability cannot be excluded or limited by virtue of the applicable legislation.
We collect certain data about you as a result of you using our Service. This is described in more detail in our privacy policy.
Where our Applications contain 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.
For more information on the ranking and referencing of our Merchant Partners, please visit this page.
The Belgian courts will have jurisdiction over any claim arising from, or related to, a visit to our Applications. 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 Belgium.
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 hello@deliveroo.be
Last updated: 28 March 2025
Once you have received your Order, you will be able to share your experience with other users by leaving a review via our Applications. You will be able to give a star rating (between 1 (minimum rating) and 5 (maximum rating)), and write a review about your experience with our Merchant Partners, their menu and the Items in your Order (a “Review”). Before leaving any Review, we ask that you read and abide by these Review Guidelines.
These Review Guidelines apply in parallel and should be read in conjunction with our General Terms and Terms of Use. In the event of any conflict between these Review Guidelines and our General Terms or our Terms of Use, these Review Guidelines shall prevail.
Capitalised terms used in these Review Guidelines and defined in the General Terms shall have the meanings given to them in the General Terms unless they are defined in these Review Guidelines.
Reviews submitted by our users are important to our quality control process. As such, any Review you submit must be accurate and reflect your own actual experience. Reviews are published on the profile page of our Merchant Partners on our Applications. Merchant Partners will have the opportunity to respond privately to your Review. Your Review may have an impact on other users' decision to purchase from a Merchant Partner.
Each Review you submit must meet the following standards:
You may only write about your own experience as a customer of a Merchant Partner. You may only post a Review once you have logged into your Deliveroo account so that we can verify that you are a genuine customer. You must not write a Review on behalf of another person.
You are not permitted to review a Merchant Partner other than to review your actual experience of that Merchant Partner. This is especially important for individuals (but is not limited to them) who are employed by a competing business or who are related to or friendly with a current employee or owner of a competing business.
Merchant Partners are under no circumstances authorised to rate themselves. Users must not impersonate another person or misrepresent their affiliation with another person.
We do not authorise any payment or other incentive likely to influence the publication or deletion of Reviews.
Your Review must be your own original material and not copied or plagiarised, or if you refer to content or quotes from any other source, you must ensure that you have received permission to include that content or quote in your Review.
We may remove Reviews that include quotes or descriptions from the media, the Internet or any other source, including incidental references to another person's experience.
Your Review must be directly relevant to your experience as a customer of a Merchant Partner. For example, Reviews about a recent event affecting the Merchant Partner that has attracted media attention are not relevant to your experience as a customer of a Merchant Partner.
We may remove Reviews that address political preferences, ethical differences, religion, or a user’s views on broader social issues, unless it is clear how these issues directly impacted your experience as a Merchant Partner customer.
Reviews must not be used to promote or market third party products or services, or include links to websites.
We want to ensure that Reviews appearing on our Applications are relevant and up to date. Reviews older than 2 years will be archived.
Reviews should offer useful information to other customers. We aim to provide a safe and genuine forum for users to express their experiences with the goods and services available on our Applications.
Under no circumstances may you post a Review containing sexually explicit, graphic, obscene, offensive or violent content, or referring to any illegal activity (such as drug use).
In addition, Reviews must be respectful and must not be defamatory, reflect intolerance, or use offensive stereotypes or any other language likely to incite hatred or discrimination against persons on the basis of their ethnic or social origin, race, sex, gender identity, gender expression, sexual orientation, religious/philosophical beliefs, socio-economic class, physical or mental ability, immigration status or nationality.
In the Reviews, you must refrain from using vulgar or offensive terms or expressions. We recognise that some terms have different meanings in different languages and cultures and we endeavour to be sensitive to this.
As the Reviews are publicly accessible, we strongly discourage users from providing personal or confidential information, such as passwords, e-mail addresses, full names and home addresses.
We reserve the right, but have no obligation (except as required by law), to remove or edit a Review at any time if it does not meet the standards set out in these Review Guidelines, including where there is a risk that the Review may expose us, our Merchant Partners or any third party to harm or liability.
Last updated: 28 March 2025
Deliveroo makes available from time to time:
Vouchers and Account Credits both operate as credits applying to a customer’s Deliveroo account, redeemable subject to the terms below (hereinafter referred as the “Credit Terms”) against the cost of Items ordered using our Applications. Vouchers and Account Credits are referred to collectively in these terms as “Credits”.
These Credit Terms apply to your use of any Credits to pay for Items using our Applications and apply together with the General Terms, which continue to apply unless they conflict with these Credit Terms, in which case these Credit Terms have priority.
Capitalised terms used in these Credit Terms have the same meanings as in our General Terms, the Terms of Use and the Gift Card Terms and Conditions unless they are defined in these Credit Terms.
You can “apply” a Voucher to your account by either:
Account Credit will be automatically applied to your account and may be used to pay for an Order of your choice placed via our Applications.
Credits remain valid until they are used (by redeeming them for an eligible Order) or expire (whichever comes first). We explain below the conditions under which a Credit may expire or be lost. Credits in your account will expire immediately if your account is closed in accordance with the General Terms.
Vouchers may only be offered in euros and only for Belgium, and you may not use them in any other country or currency. Vouchers are usually offered subject to conditions, such as time limits, geographic limits, limits to particular categories of customer (e.g. new customers), minimum value requirements or for use only with certain Merchant Partners (in which case you must be geographically located in the same place as the Merchant Partner concerned) or for a particular Item. If conditions apply they will be stated when we offer the Voucher. We will tell you whether a Voucher is subject to such conditions as soon as such Voucher is offered to you. If an Order does not meet the conditions for the use of a Voucher, you will not be able to use it to pay for that Order. The payment page on our website will display the total value of the Order and the applicable Voucher, if available. Where a Voucher available on your account cannot be used for the Order, it will not appear on the payment page. You will then have the choice of paying in another way or cancelling the order.
Vouchers for offers from Merchant Partners are subject to availability and may be cancelled, modified or withdrawn at any time.
Unless we tell you otherwise, all Vouchers must be redeemed within one calendar month of the date they are applied. Vouchers have an expiry date and are no longer valid after that date. Only one Voucher may be used per Order and the value of a Voucher may not be carried over to an additional or subsequent Order. Each Voucher may only be used once by you.
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.
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 for a new Order. If we reject or cancel an Order made using a Voucher in accordance with these Credit Terms for any reason other than a breach by you (such as a breach of these Credit Terms), the value of the Voucher will be credited back to your account for you to use for future Orders.
Orders are generally subject to minimum order values, which continue to apply regardless of whether payment or part-payment is by way of Credits.
Credits cannot be exchanged for cash or any other alternatives and have no monetary value.
Credits cannot be used when you use your Deliveroo for Work meal credits to pay for your Order.
Any attempt to manipulate our Services, our Applications and/or 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, and after warning, close the accounts of any customer who has not compiled with these Credit Terms.
Last updated: 28 March 2025
This page contains the terms and conditions that apply to gift cards issued by Deliveroo (“Gift Cards”) that are able to be redeemed via our Applications (“Gift Card Terms and Conditions”).
Please read these Gift Card Terms and Conditions carefully before purchasing or using a Gift Card on our Applications. By purchasing or using a Gift Card you confirm that you accept these Gift Card Terms and Conditions. We may change these Gift Card Terms and Conditions from time to time, so we recommend that you review them regularly. The conditions applicable are those in force at the time you purchase your Gift Card.
Capitalised terms used in these Gift Card Terms have the same meanings as in our General Terms, the Terms of Use and the Credit Terms unless they are defined in these Gift Card Terms and Conditions.
All Gift Cards are issued and fulfilled by Deliveroo.
Direct sales of digital Gift Cards to consumers or businesses on https://deliverooeu.launchgiftcards.com/?lang=fr-BE (“Gift Cards Site”) 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 91436, United States.
Deliveroo may also work with other third party resellers from time to time at its discretion. Physical gift cards may be purchased from certain participating retailers.
These Gift Card Terms and Conditions are divided into three parts:
The Gift Card Terms and Conditions apply to purchases of digital Gift Cards made from Deliveroo via the Gift Cards Site.
Purchases of physical and digital Gift Cards from a participating third-party reseller or retailer are subject to the terms and conditions of purchase of the participating reseller or retailer concerned.
Companies registered in Belgium (“Business Customers”) and/or consumers can place an order for the purchase of Gift Cards ("Gift Card Order(s)"). Gift Card Orders may be subject to a minimum and/or maximum purchase amount - which will be marked on the Gift Cards Site.
Payment for your Gift Card Order must be made by credit, debit or payment card at the time of placing the Gift Card Order. Service charges may apply to your Gift Card Order. If this is the case, they shall be indicated and included in the total price to be paid at the time the Gift Card Order is placed.
Deliveroo shall have no obligation to issue a digital Gift Card until full payment for your Gift Card Order has been received by LGC and/or the relevant retailer.
The risks (loss, theft, damage) associated with a physical Gift Card pass to you upon delivery of the Gift Card. Digital Gift Cards will only be sent to you by email, in accordance with the terms and conditions set out on the Site and/or by the relevant retailer.
Purchases of Gift Cards by Business Customers are non-refundable. Business Customers do not benefit from a right of withdrawal.
If you are a consumer who has purchased a Gift Card on the Gift Cards Site, you have the right to withdraw from the purchase agreement with LGC within a period of 14 days from the date of receipt of the Gift Card without giving any reasons by sending an email including the code associated to such Gift Card to the LGC (“Withdrawal Period”).
However, the right of withdrawal only applies as long as the Gift Card has not been used. In other words, if you choose to use your Gift Card before the end of the Withdrawal Period, you will not be eligible for any refund.
Any exercise of your right of withdrawal must be made to LGC at the address indicated on the Gift Cards Site or the ‘Customer Support Team’ link or at deliverooeu@launchgiftcards.com. If you exercise your right of withdrawal, the Gift Card will be cancelled and can no longer be used. You will be reimbursed for the payment received by you no later than fourteen (14) days from the day on which LGC is informed of the customer’s decision to withdraw. We shall reimburse the consumer using the same means of payment with which the consumer made the original transaction.
Purchases of Gift Cards from a participating retailer and/or reseller are subject to the participating retailer/reseller's refund policy and/or right of withdrawal.
In respect of Business Customers, to the extent permitted by law, if:
Deliveroo may cancel its contracts with such Business Customer, suspend any further Gift Card Orders from being placed or fulfilled and deactivate any Gift Cards which have not been paid for, without liability to you.
Deliveroo cannot be held liable, with respect to Business Customers, in connection with these Gift Card Terms and Conditions if such Business Customer experiences:
suffered or incurred by such Business Partner out of or in connection with the provision of any Gift Cards or under these Gift Card Terms and Conditions. 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.
No exclusion or limitation of our liability under these Gift Card Terms and Conditions shall apply to the extent not permitted by applicable law.
The purchase of Gift Cards for the purposes of distribution, resale, and/or any advertising or communication on the Gift Cards is subject to the prior written authorisation of Deliveroo, which reserves the right to take legal action against any third party who engages in any of these activities without having obtained such prior written authorisation from Deliveroo.
For any questions and/or complaints relating to the purchase and/or ordering of Gift Cards, please contact:
A Gift Card may be used on one or more occasions, solely for the purchase of Items on our Applications.
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, and in all other cases, Gift Cards will expire 12 months after the date the Gift Card was purchased.
Once you redeem your Gift Card, you must use all of 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 and will not be refunded to you.
To use your Gift Card, you must add it to your Deliveroo account as follows:
Once credited to your Deliveroo account, a Gift Card is neither refundable nor transferable (subject, where applicable, to the exercise of your right of withdrawal for consumers).
Any question relating to the use of the Gift Card must be addressed to Deliveroo by the holder of the Deliveroo account to which it has been credited.
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.be/en/legal). Credit cannot be used in conjunction with cash.
If your purchase is less than your total credit, the balance of your credit will remain available on your account for future purchases until the expiry date. 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.
Your Gift Card is your responsibility. Deliveroo shall not be liable for the loss, theft, damage, destruction or use of your Gift Card by a third party without your consent. If this occurs, Deliveroo will not replace your Gift Card and no refund will be given.
Deliveroo is not responsible for Gift Cards sold or distributed by an unauthorised third party.
If a Gift Card is abused, or a Gift Card which we reasonably know or suspect was obtained fraudulently is redeemed and/or used to make purchases on our Applications, Deliveroo may:
For any questions and/or complaints relating to the use of your Gift Card and/or your Deliveroo account, please contact Deliveroo:
When you purchase Gift Cards and use Gift Cards on our Applications, our General Terms, available at www.deliveroo.be/en/legal, also apply.
You may not use any trade mark, logo, service mark, designation, product image or any other trading name of Deliveroo without our prior written consent. We may withdraw such consent at any time by notifying you.
Deliveroo’s Privacy Policy at www.deliveroo.be/en/privacy explains how we collect or handle personal information.
Last updated: 28 March 2025
Capitalised terms used in these Referral Program Terms have the same meanings as in our General Terms unless they are defined in these Referral Program Terms.
We operate an invitation-only referral programme for selected Deliveroo customers, aged 18 or over, who have completed at least one Order and who meet any other criteria we may set and which will be communicated to you (“Referral Program”).
If you are eligible for the Referral Program, we will send you an email containing a unique link offering a Voucher (of a specified value) for each eligible person who has placed an Order for delivery using your unique link. If you wish to participate, simply share your unique link with as many friends or family members as you like who you think would benefit from our services. Each person you share the link with must be at least 18 years old and cannot live at the same address as you. They must also meet the other criteria of the Referral Program that have been communicated to you. Referral vouchers are Vouchers subject to the Vouchers and Account Credit Terms set out above.
For each eligible person who places an Order using your unique link (subject to the limits set out below), we will credit your account with the value of the Voucher set out in the email we send to you with the unique link. It can take up to seven days after your friend or family member has placed an Order for the Vouchers to be credited to your account. These Vouchers are subject to our Voucher and Account Credit Terms, including any applicable expiry dates (which will be set out in the email we send to you including the unique link).
Vouchers under the Referral Program can be used at each Merchant Partner (via our Applications) and expire automatically within the period indicated in the Deliveroo promotional or other associated documents.
You may receive Voucher credit for a maximum of 100 referrals. We reserve the right to change (at any time) the maximum number of referrals for which Voucher credit is awarded at any time, though you will receive Voucher credit for any referral orders placed by your relatives or friends before the change. All referral links will expire within 30 days of the first email containing the unique link being sent, or at such other time as we specify in the email.
Your link is unique and may only be used for personal and non-commercial purposes. This means that you can share your unique link with your friends or family by email or via your own social media accounts. However, you must not share your unique link on social media accounts used for commercial purposes (e.g. LinkedIn accounts or social media accounts you use in your capacity as a blogger or influencer) or on sites where you are a contributor but not the owner (e.g. company Facebook groups, Wikipedia, Google Reviews, coupon sites). You must not promote your referral code via search engines or third-party platforms (e.g. AdWords/Yahoo/Bing), other than your own personal social networking account.
We may, after giving you advance notice, deactivate your unique link and/or your Deliveroo account, and delete any Vouchers that we have credited to your account as a result of the Referral Program, if you are found to be misusing the unique link in any way. We will not be liable for any loss suffered by you as a result of such deactivation. We may also take any other action available to us in the event of a breach of these Referral Program Terms.
Deliveroo may discontinue the Referral Program at any time. Vouchers already applied to your account will remain available for the period applicable to the Vouchers concerned.
These Referral Program Terms apply in conjunction with the General Terms and shall prevail in the event of any conflict. If you participate in this promotion, you accept these terms and conditions.
The organiser of the Referral Program is Deliveroo Belgium SRL, a limited liability company with its registered office at 31 Rue du Commerce, 1000 Brussels (Belgium).
Last updated: 28 March 2025
Capitalised terms herein have the same meanings as in our General Terms, unless they are defined in these advertising terms.
Merchant Partners, including restaurants and grocers accessible on our platform (“Advertisers”) can promote themselves and their products by running advertisements on Deliveroo.
Advertisements can appear at various different placements such as the home page, lists, search, menu, basket or following an order on our Applications. They may appear in different formats like the partner tile, display banner, video or product tile. They are identified by the ‘Sponsored’ tag .
When showing ads, Deliveroo takes into account various types of data, to help us show you advertisements you might like, which includes: