As part of providing services to Deliveroo, you agree to deliver every order you accept, safely and on time.

How you can help us keep orders running smoothly

• Before accepting an order, take a moment to check that you’re happy and able to complete the delivery.
• If an order doesn’t work for you, reject it straight away so it can go to another rider quickly.

If something genuinely changes after you accept an order - for example, a breakdown, closed restaurant or a long wait at a restaurant - that’s okay. Just reject the order as soon as you know you can’t complete it.

Am I still free to accept or decline any order?

Yes. You are always free to choose which orders you accept or decline. There is no penalty for rejecting an order.

So, what has changed?

Nothing has changed about your ability to accept or reject orders.

What we’re doing is being clearer about what happens after an order is accepted. When an order is accepted, customers expect it to be delivered within a reasonable period of time. If you choose not to deliver an order you’ve accepted,  especially after it has been held for a long period of time, this causes delays and a negative customer experience. 

Wherever possible, it’s better to reject an order upfront rather than choosing not to deliver it after accepting.  

Does this mean I can’t reject an order after I accept it?

No. We understand that sometimes things change after an order has been accepted, and you might not be able to complete an order.  That is still possible. 

However, when this happens a lot or after orders have been held for a long period of time, this can cause bad customer service. In those cases, we may take action if needed. 

What should I do if an order doesn’t work for me

If an order doesn’t work for you, it’s best to reject it before accepting so we can offer it to another rider quickly.

If something genuinely changes after an order has been accepted, you can still reject it. However, when this happens a lot or after orders have been held for a long period of time, this can cause bad customer outcomes, including delay where we need to offer the order to another rider. In those cases, we may take action if needed.

What situations are taken into account?

We understand some situations are out of your control, such as:

• Vehicle breakdowns
• Arriving at a closed restaurant
• Waiting a long time at a restaurant

These situations are considered when we look at the level of service that you are providing to us.

Could this affect my ability to provide services to Deliveroo?

If we see a pattern where you’re regularly accepting orders but then choosing not to deliver them after some time, we may decide not to offer you orders in the future.

Our aim is to reduce delays for customers while giving you the flexibility of when to ride and the offers you accept.

Am I responsible if I use a substitute?

Yes. If you use a substitute, you are responsible for the service provided on your account. This includes making sure that accepted orders are completed within a reasonable time, or unassigned as soon as they cannot be completed.

If orders are regularly not completed or are held for long periods before being unassigned, this may affect your ability to continue working with Deliveroo.