Frequently Asked Questions

About Deliveroo

What Is Deliveroo?

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. After moving from New York to London, our founder was surprised to find 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.

We now operate in over 100 towns and cities across the UK, employing over 600 software engineers and employees in our UK headquarters, working with more than 8,000 partner restaurants and engaging 15,000 riders.

Using Deliveroo

How Does It Work?

You can order either on the website or by using the Deliveroo app, available on iOS and Android. Simply add your postcode 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 Deliveroo 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 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 morning until late at night, and different restaurants 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 Deliveroo rider will pick up your order and bring it to your delivery address.

Why Doesn't Deliveroo Accept Cash?

We only take card payments because it lets us provide you with the best possible experience. It creates a safer working environment for riders too. Feel free to tip your rider in cash.

Do I Have To Tip?

Whether you tip or not is completely up to you. You can tip in the app when placing your order or tip in cash when the rider delivers your food. Riders receive 100% of all tips.

What is a Small Order Fee?

A small order fee is applied to small orders.

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 ‘Enter a Promo Code’ field. On the website, click ‘Add a 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 and choose any delivery time from midday onwards.

Can I Collect My Order?

Unfortunately we don’t currently offer collection. Visit the homepage or the app to see which restaurants are available for delivery 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 support@deliveroo.com.sg 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 support@deliveroo.com.sg.

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?

Sometimes things outside of a rider’s control can cause a delay. 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.

I got a call from +65 800 852 6311 — who is this?

To check where you are, your rider might call you using the phone number 8008526311. It’ll really help your rider if you can keep your phone close and answer these calls if you get one.

Fees on Deliveroo

How do fees work on Deliveroo?

Delivery fee

The closer you are to the restaurant, the lower your delivery fee. This helps us pay riders fairly.

Some restaurants use their own delivery drivers. In that case, the restaurant sets its own delivery fee.

Service fee

This helps us give you 24/7 customer service and keep improving the app.

Small order fee

When your total is less than the restaurant's minimum, you can still place the order but we'll top it up with a fee. To remove the fee, just 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.

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!

Does Deliveroo Offer Company Accounts?

We have a dedicated team who will be more than happy to assist you with setting up an account so you can get team morale-boosting breakfasts, next-level meeting lunches and even catering. Get in touch with us at corporate@deliveroo.com.sg.

Is There A Deliveroo App?

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

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 benefit from exclusive restaurant offers, which aren’t 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.

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

No. You can place as many orders as you like and you’ll always get free delivery. However, it’s intended for use by individuals. All orders placed with Plus must stay in line 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 in line with our Deliveroo Plus Terms & Conditions of Service.

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 support@deliveroo.com.sg.

How can I cancel my subscription?

Go to your Account and select Cancel subscription. Or, you can contact us at support@deliveroo.com.sg.

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 support@deliveroo.com.sg.

Do I have to pay service fees?

Yes, you will need to pay service fees for all orders placed with Plus. 

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.