Frequently Asked Questions

About Deliveroo

What Is Deliveroo?

Deliveroo launched in the UAE in November 2015 and has partnered with some of the UAE’s best-loved restaurants to bring great food straight to people’s front doors. 

We currently operate in Dubai, Abu Dhabi, Sharjah, North Sharjah, Al-Ain and Ajman.  

Deliveroo launched Editions, a delivery-only kitchen concept, in 2017, making it possible for restaurants to reach customers in areas beyond their current range of access. With four locations across the city, Editions is supporting restaurants in serving new and existing customers. Our fourth site located in Hessa Street is the largest Editions site globally.

Globally Deliveroo works with over 140,000 best-loved restaurants and takeaways, as well as over 100,000 riders to provide the best food delivery experience in the world.  Deliveroo is headquartered in London, with around 2,000 employees in offices around the globe.

Deliveroo operates in nearly 800 towns and cities across 11 markets, including Australia, Belgium, France, Hong Kong, Italy, Ireland, Netherlands, Singapore,United Arab Emirates, Kuwait and the United Kingdom

Deliveroo is on a mission to transform the way you order food. We partner with the best restaurants in the business – from local hotspots to national favourites – and bring you the food you love, right to your door.

With thousands of choices and a fleet of our own delivery riders, we’ll have your order with you in an average of 32 minutes.

What Is The Story Behind Deliveroo?

Deliveroo is a British tech success story. When Will Shu, Deliveroo’s founder and CEO, moved to London, he was surprised to find that it was nearly impossible to get great quality food delivered. He made it his personal mission to bring the best local restaurants direct to customers’ doors. The business was launched in 2013 with Will as our very first rider.

Using Deliveroo

How Does It Work?

You can order either on the website or by using the Deliveroo app, available on iOS and Android. Simply add your address to find all the great restaurants delivering in your area, choose your food and place your order.

Once the restaurant receives your order, they’ll get to work preparing your food and then carefully package it. Once it's all 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 with a scheduled delivery.

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 Lebanese to a much loved home grown burger chain.

What Times Can I Order For?

We deliver every day from morning until late at night, and different restaurants and grocery partners will have different opening times. Visit the homepage or the app to see which restaurants are available in your area.

How Is The Food Delivered To Me?

Once you’ve placed your order, it’s sent directly to the restaurant for them to prepare and package. Once it’s ready, a rider will pick up your order and bring it to your delivery address.

Does Deliveroo Accept Cash?

We do.  You can make your choice of card or cash payment on the ‘checkout’ page when you are ready to place your order.

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 or tip in cash when the rider delivers your food. Riders receive 100% of all tips.

Is There A Minimum Order Value?

The minimum order amount can vary depending on which restaurant 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 the app or on the website.

If you’re using the app, go to your account and add the code into the ‘Add Voucher Code’ field. On the website, click ‘Add Promo Code’ on the checkout page.

Do You Charge The Same Prices As The Restaurant Does In The Restaurant?

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

Can I Place Orders In Advance?

Yes!  You can schedule orders for up to one day in advance.

Can I Collect My Order?

Yes, you can! Click on the ‘Pickup’ tab on the Deliveroo homepage to see which restaurants are available for Pickup in your area. 

How Is The Food Packaged?

Packaging always depends on the type of food and restaurant you’re ordering from. Restaurants 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.

Some menus include customer feedback about the partner - what is this?

When you place an order on Deliveroo, you may be asked for feedback about your experience. We may then share this feedback with our users, including on menu pages. Deliveroo does not verify customer feedback and accepts no responsibility for it or its accuracy. As set out in our terms of service, customers are responsible for ensuring that any product that they order from a partner on Deliveroo is suitable for them.

Questions About My Order

What If Something Is Wrong With My Order?

We have a dedicated team that looks after your entire Deliveroo experience, from the moment you place an order right through to it arriving with you.

However, we do understand that sometimes things might go wrong. If this is the case, you can use the Help function in the Deliveroo app 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’ll do our best to make sure you get all the items you want added to your order.

What If My Order Is Late?

Deliveroo has an on-time service guarantee for when things don’t go entirely to plan. You’ll automatically receive AED30 in Deliveroo credits within 24 hours of your order being late. Where we can, we will always try and proactively call you if we become aware that your order might not arrive within the estimated time of delivery, and our team will work to get your order to you as quickly as possible. 

What If I’m Not Around When My Rider Arrives?

If you think you won’t be at the delivery address in time to receive your order, please let us know by using the Help function in the Deliveroo app.

Your rider will always try to call you if there’s an issue once they reach your delivery address. If they’re unable to contact 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 can’t contact you and are unable to deliver the order, your rider will wait for up to 10 minutes before leaving. In this event, you’ll 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.


Is Ordering Through Deliveroo Safe?

Our absolute priority is to offer the safest service possible to customers, riders and restaurants. We have taken a number of important actions, focused on extreme safety measures for restaurants, riders and customers. For example, we have introduced contactless delivery, restaurant management rules for order delivery and very strict hygiene guidelines for restaurants and riders. We are also in daily contact with local health officials to make sure we are offering the most up to date guidance and safest service possible. We realise this is an extremely concerning period for everyone and want to ensure our riders, restaurant partners and customers are supported during and beyond this unprecedented time. 

How Does Contact-Free Delivery Work?

Customers can choose ‘Contact-free delivery’ at check-out. Riders will be able to see when a customer has selected this option in the order’s delivery notes and will then follow a simple process to ensure there is no contact when the food is delivered.

Riders will be asked to let the customer know they have arrived, place the order outside their door, step a safe distance back and wait nearby for the customer to collect the food before the order can be completed. Riders are also able to make orders contact-free if they wish by letting customers know through the app before they arrive. 

How Are You Supporting Riders?

Since the outbreak of COVID-19 we have and continue to do everything we can to support  riders:

COVID kit: Since the start of the pandemic, Deliveroo has continued to take industry-leading safety measures against COVID-19, including the provision of Personal Protection Equipment (PPE) to all riders, as well as being the first to launch contactless delivery. 

  • In March 2021 we launched our vaccination drive for our riders. Coordinating with the RTA, finalising documentation of riders that choose to be vaccinated and managing the on-ground logistics, with the aim to safeguard our riders and customers in the best possible way. 
  • Temperature checks: riders are to undergo regular temperature checks via the agencies at all interactions to ensure that they're fit to work.
  • Rider communication: we share clear guidance to all riders on how to deliver safely in line with Dubai health advisories. We provide clear directives to seek medical assistance when riders suffer from flu-symptoms/fever and implemented a new sick reporting form to step up our identification and response process, which is in addition to the regular temperature checks. 
  • Rider sick pay: agencies are mandated to cover sick pay of the rider under the UAE labour law, and have been informed about their obligations. Deliveroo  supports the adherence of this in any way possible.
  • Contact-free delivery: All Deliveroo riders have been trained on how to conduct a contact-free delivery, and we have rolled out step-by-step instructions which riders can see on the app to ensure that deliveries are made in the safest way possible. 
  • We source and distribute face masks, gloves and hand sanitisers to all our riders.

How Are You Supporting Restaurants?

We are working with restaurants to optimise their operations for delivery, and we are doing everything we can to make sure people still have access to the food they want and need.

We have:

  • Published detailed guidance on how restaurants can run delivery-only outlets safely, covering issues such as how to minimise contact, packaging and hygiene best practice.
  • Developed bespoke online marketing support for restaurants to let customers know they are operating delivery services
  • Established teams of people across the business to recruit and support restaurants who want to be able to deliver food
  • Dropped onboarding fees for new restaurants
  • Developed an app to introduce ‘contact-free delivery’ so that restaurants can give confidence to consumers that delivery is conducted safely
  • Shared expert advice and guidance on how to operate safely during the outbreak

What Will Happen If I Have An Outstanding Query Or Complaint?

Our customer care team is on hand to support our customers with any outstanding queries or complaints.

How Can I Keep In Touch With You?

We have dedicated teams in place to support our customers, riders and restaurant partners during this worrying time. Please send us an email to or you can send a message in-app.


Fees on Deliveroo

How Do Fees Work on Deliveroo?

Delivery Fee

The delivery fee is variable, based on your location. Some restaurants use their own delivery drivers. In that case, the restaurant sets its own delivery fee.

You pay less for nearby restaurants and you'll always know how much before selecting a restaurant.

Service Fee

This allows us to power your experience with Deliveroo, including adding new features and providing great customer service. A minimum or maximum amount may apply to the service fee, but you will always see the exact amount at checkout.

The service fee is calculated based on the order amount prior to any promotions or discounts which may apply to your order.

Small Order Fee

When you want to order less than the restaurant's minimum spend, you'll see this fee. To remove it, add more to your basket.

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. Once you’ve ordered several times, we’ll email you your link so you can share it with your friends, family, colleagues, anyone and everyone.  You can also find the invite link by navigating to ‘my account’ on the website and app.  

Deliveroo Plus

What is Deliveroo Plus?

Deliveroo Plus is our subscription membership plan – you pay a fee and get free delivery from participating restaurants when you meet the minimum order requirements. It’s a simple, easy way to get the most out of Deliveroo.

Members may be able to benefit from exclusive restaurant offers, which may not be available to other customers.

How Do I Sign Up For Deliveroo Plus?

Some customers will see the option to sign up to Plus on our website or app. You will need to add a card to your account specifically for your Plus membership.

Is There a Limit To How Many Orders I Can Place?

No. You can place as many orders as you like. However, it’s intended for use by individuals. All orders placed with Plus must comply with Deliveroo’s Terms & Conditions of Service.

How Do I Manage My Subscription?

Go to your Account – you’ll be able to change your subscription payment method, see your next payment date and more.

When Will I Be Charged?

Go to your Account to check your next payment date.

Can I Share My Account With Others?

No. Sharing your Deliveroo Plus subscription is a violation of your subscription terms, and could mean we review your Account access in line with our Deliveroo Plus Terms & Conditions of Service.

How Can I Cancel My Subscription?

Go to your Account and select Cancel subscription. Or, you can contact us at

Can I switch from an existing Plus Gold or Plus Silver plan to a different plan type?

Yes, you can switch from an existing Plus Gold or Silver plan to a different plan type by going to ‘My Account’ then ‘Subscription’ and ‘Switch plans’. To confirm your switch, tap ‘Switch to Gold/Silver plan’, you’ll then see an update at the bottom of the screen confirming when your new Plus plan will come into effect and any changes to your billing date.

Please note, if you switch from an existing Plus Gold or Silver plan, to an alternative Plus plan type, your next billing date is subject to change. Any direct change to your next billing cycle will be communicated to you in the “Subscription” section of “My Account” in-app.

For more information, reach out to us at

Can I Change My Payment Date?

No. You can see your next payment date in your Account.

Can I Get My Money Back If I Want To Cancel?

Yes. You can contact us for a full refund within the first 14 days of your paid-for period. If you cancel after the 14-day cooling off period, you will not be refunded.

Get in touch with us at

Do I Still Have to Pay Service Fees And Small Order Fees?

Yes, you will need to pay service fees for all orders placed with Plus, and small order fees where applicable. These will be visible to you in your basket before checkout. 

I Am A Deliveroo For Business Customer. Can I Get Unlimited Free Delivery On Orders Placed With My Company Allowance?

No. Your free delivery won’t apply to orders you place using your company allowance. If you have a company allowance on your account, you can still get free delivery on personal orders when you don’t use your company allowance.

I have received Deliveroo Plus Silver for free in my account, what does this mean and can I cancel this offer?

As a valued Deliveroo customer, we have given you Deliveroo Plus Silver for free for 3 months. Deliveroo Plus Silver is Deliveroo's official membership programme which entitles you to unlimited free delivery from great restaurants and supermarkets on orders over 60AED and access to Deliveroo Plus Rewards.

We have applied your free Deliveroo Plus Silver plan automatically to your account in the app. It will not automatically renew onto a paid plan, so if you're unhappy with your Deliveroo Plus membership, your account will revert back to a standard Deliveroo account at the end of the free offer period. Alternatively, if you would like to stay subscribed to Deliveroo Plus Silver, simply head to: to sign up.

Terms and Conditions

1. Offer valid for 3 months Deliveroo Plus Silver for selected customers

2. Minimum spend of 60AED applies

3. You can cancel at any time

4. Service fees and full Plus T&Cs apply:

Deliveroo Plus with Amazon Prime

If I am a Prime member, can I avail the offer for free Deliveroo Plus? 

Whilst you are an Amazon Prime member, you can get our Deliveroo Plus Silver membership for free for a year. This means that you can get unlimited free delivery on all orders over AED60.

How do I redeem free Deliveroo Plus using my Amazon Prime account?

Head to and click on ‘Claim with Amazon Prime.’ Log into your Deliveroo account, or create one. Then, enter your Amazon Prime details and sign-in. You’ll then see the ‘Welcome to Deliveroo’ screen which means you are ready to go.

Do the email addresses for my Deliveroo account and Amazon Prime account need to match?

No. During the redemption process, you will be asked to enter your Deliveroo credentials separately. 

What will happen to the free Deliveroo Plus subscription at the end of the 12-month offer?

If the offer is extended for free by Deliveroo and Amazon Prime at the end of the 12-month offer, we will communicate with you in advance. You will not be auto-renewed into a paid Deliveroo Plus subscription at the end of the offer, unless you are switching to this offer from an existing Deliveroo Plus subscription. In the latter case, you will be switched back to your original Deliveroo Plus subscription at the end of the offer.

Why doesn’t Deliveroo recognise my Amazon Prime details? 

Double check you have entered your details correctly. If you are still unable to sign in, head to Amazon Support or select Customer Service at the top bar of the Amazon app or website.

I have a Deliveroo Plus membership already. Can I switch to get free Plus through Amazon Prime?

Yes, you can. Head to and click on ‘Claim with Amazon Prime.’ Then, if prompted, sign into your Deliveroo account. You’ll then be asked to confirm that you want to switch plans. If you decide to switch and redeem the offer, at the end of the offer period, you will be automatically switched back to your original Plus membership. 

I have Deliveroo Plus Gold and am an Amazon Prime member. Can I still redeem the free Deliveroo Plus offer for Prime members?

Yes, you are still able to redeem the offer for free Deliveroo Plus if you are a Prime member. However, the offer for Prime members will only give you access to Deliveroo Plus Silver for free, which means you are only able to get free delivery on orders over AED60 instead of orders over AED30 like you’re used to at the moment. Therefore, if you usually place orders between AED30 and AED60, we recommend you stick with Deliveroo Plus Gold. If you decide to switch to Deliveroo Plus with Amazon Prime, the change will happen immediately. At the end of the offer, you will be automatically switched back to Deliveroo Plus Gold.  

I’m an Amazon Prime member, but I’ve accidentally cancelled my free Deliveroo Plus subscription. Can I re-subscribe? 

Yes you can. Head to, make sure you’re signed into Deliveroo, and then follow the steps on the page. 

How long will I get free Deliveroo Plus with Amazon Prime? 

Your Deliveroo Plus membership offer with Amazon Prime will last for at least 12 months from when you start your membership, so long as you remain a Prime member. You can check how long you have left on your membership in the Deliveroo Plus page under ‘My account.’

Anything Else?

What If I Have Allergies?

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

When Will You Be Delivering In My Area?

We are rapidly expanding and will hopefully be working with restaurants near you soon!  Vote for your area on the website and app so that we know about your interest in ordering through Deliveroo and we’ll let you know when we arrive in your area.

Does Deliveroo Offer Company Accounts?

Yes, we have a dedicated team helping companies across the UAE provide amazing food for their employees and clients. Whether in the office or working from home, we have flexible solutions for every occasion, and one single monthly invoice to keep everything simple. Get in touch with us at to find out more.

Is There A Deliveroo App?

There is! It’s available free on the App Store and Google Play.

Community Guidelines

At Deliveroo we want our customers, riders and restaurant and grocery partners to have the best possible food delivery experience. At the same time, we want to ensure that the communities we work with are safe. These guidelines are designed to help ensure that everyone who uses the Deliveroo platform has a safe and positive experience. 


Be respectful: Our riders are at the heart of our business, collecting food from our restaurant and grocery partners and delivering it 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 being respectful to one another is key. 

Be prompt: 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. This is so that our riders do not have to spend time waiting around for customers to come and collect their food when they could be working. Additionally, we ask that you use ‘Delivery notes’ at checkout to indicate where you would like your food to be delivered to, so that your rider does not have to search for your location.

Fraud: Fraudulent activity undermines the trust that we have built with our community. Committing fraud is a criminal offence. We have a number of measures in place to monitor fraudulent activity from customers, as well as riders and 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. 

How we investigate potential infringement 

If we are made aware of a customer who is acting in breach of these guidelines, we will investigate the report before taking any action on the account. These investigations are always led by someone on our team, and customers will always be notified if we decide to take any action. We have shared similar guidelines with riders, which you can read about here, and restaurants and grocery partners, which you can read about here

Top Up Orders

What is the top up order feature?

After placing a restaurant order, you can place an additional order of grocery items from a nearby HOP store without incurring any service fees.

You’ll see a timer on your screen showing you how long you have to place your additional order. If you place the order before the timer reaches zero, the service fee will be waived.

Will any other fees apply to my top up order?

Minimum order value is still applicable to all these orders, so if your order doesn’t meet this amount you’ll be charged a small order fee. 

Delivery fees will be charged if applicable.

Will minimum order values apply to my top up order?


Will my orders be delivered at the same time?

Your top up grocery order will be delivered by a separate rider, and you can track the progress of both of your orders in the app. 

Will placing a top up order affect my restaurant order?

No. You place a top up order only after your restaurant order has been accepted by the restaurant, and this will be classed as a separate order. 

What happens when the timer runs out?

Your items will still be in your basket, but delivery and service fees will apply to that order if you choose to check out.

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.