About Deliveroo

What is Deliveroo?

Our mission is to bring the world's local restaurants into everyone's home or office - fast.

Deliveroo lets you order amazing food from the best loved local restaurants who otherwise may not offer delivery.

We work with hundreds of restaurant chains and many top quality independents to deliver their food to your home or office. Our customers are as passionate about great food as we are!

We have a fantastic team of drivers who take pride in getting your food to you as quickly as roo-ly possible. We call them the Roowomen and Roomen.

What is the story behind Deliveroo?

After moving from New York to London, our mighty foundeROO was surprised to find that it was nearly impossible to get great quality food delivered. So he made it his personal mission to bring great restaurants closer to their customers.

Oh, and the name? Kangaroos are known to be incredibly protective of their young. At Deliveroo we are equally protective of your dining experience.

Using Deliveroo

How does Deliveroo work?

It's really quite straightforward - simply enter your postcode on the homepage, and we'll show you all the great restaurants that deliver to you. Choose the restaurant that tickles your fancy, put together your order, enter your address and payment details, and that's it - we'll get your food to you as soon as possible!

What kind of restaurants are listed on Deliveroo?

We personally curate a high-quality and diverse selection of restaurants in your area. This can range from a top neighbourhood Italian trattoria to well-regarded national burger chain. The only thing you will not find on Deliveroo is low-quality takeaway restaurants.

What times can I order for?

We deliver every day from noon to 23:00.

How is the food delivered to me?

Once you place an order, one of our capable Roowomen and Roomen will head to the restaurant to pick up your meal. With a hop, skip and a jump they will then deliver your order to you!

Why doesn't Deliveroo accept cash?

People still use cash? Really, son? This is the new millennium, we don’t party like it’s 1999.

In all seriousness - we only take card payments because it lets us provide you with the best possible experience. It creates a safer working environment for our Roowomen and Roomen, too. Feel free to tip your driver in cash, however.

Do I have to tip?

Whether you tip or not is completely up to you, but of course is always appreciated and encouraged. You can tip via your card when placing your order, or tip in cash when the driver delivers your food. Our Roowomen and Roomen receive 100% of all tips - we don’t keep any of it!

Is there a minimum order value?

The minimum order value varies depending on the restaurant you order from. It's typically £15.00.

How do I redeem a voucher code?

If you’re lucky enough to have a voucher code, you can redeem this on the app. New customers can use the website, too.

If you’re using the app, click into your account and pop your code into the ‘Enter a Promo Code’ field. On the website, hit ‘Add a Code’ at the checkout stage. And that’s it, cheaper eats on us!

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

We encourage our restaurants to always use the same pricing for delivery as they do for their in-house menu, although there may be exceptions. If you have any questions about menu pricing, please contact the restaurant directly.

Can I place orders in advance?

Yes, of course! You can schedule orders for up to one day in advance and choose any delivery time from midday onwards that suits you best.

Can I collect my order?

Unfortunately we don’t currently offer collection, however this is something we would like to offer in the future.

How is the food packaged?

Packaging always depends on the type of food and restaurant you are ordering from. Our restaurants take great care to use packaging that maintains the food temperature for as long as possible.

If you have suggestions regarding the packaging/appearance of the food, please contact us on support@deliveroo.co.uk and we will relay your thoughts to the restaurant. You can also contact the restaurant directly if you wish.

Questions about my order

What if something is wrong with my order?

We have a dedicated customer service team that looks after your entire Deliveroo experience from the moment you place an order on our website through to it arriving at your doorstep. However, we do understand that sometimes things might go wrong. In the rare case that this happens, you can always contact us at support@deliveroo.co.uk or on +44 203 699 9977 and we will look into this for you.

What if I forgot to add something to my order?

Contact our customer service team at support@deliveroo.co.uk or on +44 203 699 9977 and we’ll do our best to make sure you get all the items you want added to your order.

What if my order is late?

Our Roowomen and Roomen are always hopping along as quickly as they can, but sometimes things outside of our control can cause a delay. Where we can, we will always try and proactively call you if we feel that your order might not arrive within the estimated time of delivery, and our team will be working to get your order to you as quickly as possible.

What if I am not around when the delivery driver arrives?

If you think you won’t be at the delivery address in time to receive your order, please let us know by emailing support@deliveroo.co.uk or calling +44 203 699 9977.

Our driver will always try to call you if there is an issue once they reach your delivery address. If they are unable to get hold of you, our customer service team will try and reach you via phone and email. Please check your emails during the delivery time for any updates.

If we cannot contact you and are unable to deliver the order, our delivery driver will wait for up to 10 minutes before leaving the area to complete the next order. In this event we are afraid that you will still be charged for your order. To prevent this from happening, it’s always a good idea to double-check your contact and address details.

Inviting Friends

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

Sorry, this offer is only valid for new users of Deliveroo. And don't keep making accounts, we'll know! (And you wouldn't like us when we're angry). To find out more, please go to our T&C's.

I can't see an invite link? Where is it?

You need to have ordered a certain number of times to get your invite link. Keep ordering and it will magically appear!

Anything else?

What if I have allergies?

If you have specific allergies and are concerned about any items on the menu, please contact the restaurant directly.

Why aren't you delivering to my area yet?

We are rapidly expanding throughout the country and will hopefully be working with restaurants near you soon!

Does Deliveroo offer company accounts?

We have a dedicated team who will be more than happy to assist you with your office catering and events needs. Get in touch with us at corporate@deliveroo.co.uk.

Have you got the app?

Get yours now - available on the iOS and Android app stores!

Deliveroo Plus

How does it work?

Deliveroo Plus is a subscription programme which allows customers to pay a monthly fee instead of delivery fees on each Deliveroo order placed in the UK. The cost to join this service is £8.99 / month.

How do I sign up?

If you live within one of our trial launch cities - Manchester, Birmingham, Edinburgh, Glasgow, Brighton or York - and meet the eligibility requirements, you will be provided with information about how to sign up when you login on our website or app.

Are there any restrictions based on where I live?

In order to sign up to Deliveroo Plus, you must place an order in one of our participating cities and verify a valid UK mobile phone number. However once you are a registered user you can place an order anywhere in the United Kingdom. Our subscription service is not yet available for use in other international markets or with multiple currencies so cannot be used outside of the UK.

I can’t see the option to sign up? Am I not eligible?

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

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.

If you previously had a Deliveroo Plus subscription with us and would like to reinstate it, please contact our Customer Support Team at support@deliveroo.co.uk or on +44 203 699 9977 and we will be able to reactivate your subscription for you.

Is there a limit to how many orders I can place?

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

How can I manage my subscription?

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

When will I be charged?

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

Can I share my account with multiple users?

Deliveroo Plus is intended for individual customers only. Sharing your Deliveroo Plus subscription is a violation of your subscription terms and may mean we review your account in line with Deliveroo’s Terms and Conditions of Service.

How can I cancel my subscription?

Should you choose to end your Deliveroo Plus subscription, you can do this via the Account page of our website or app, or by contacting the Deliveroo Customer Support Team at support@deliveroo.co.uk or on +44 203 699 9977.

I cancelled by mistake, can I restart my subscription?

If you have accidentally cancelled your Deliveroo Plus subscription during the paid for period and wish to remain with the service, please contact our Customer Support Team at support@deliveroo.co.uk or on +44 203 699 9977.

If you cancelled your subscription during the free trial period it is not possible to reactivate a free trial. If you wish to remain with the service you must take out a paid subscription by contacting our Customer Support Team at support@deliveroo.co.uk or on +44 203 699 9977 to do so.

Can I change the payment date?

If you wish to change your payment date please contact our Customer Support Team at support@deliveroo.co.uk or on +44 203 699 9977.

Can I get my money back if I want to cancel?

Should you choose not to continue with your Deliveroo Plus subscription you are eligible for a full refund within the first 14 days of your first paid for period. Please contact Deliveroo Customer Support Team at support@deliveroo.co.uk or on +44 203 699 9977 for more information.


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