Deliveroo Menu Sign up or log in Frequently Asked Questions Coronavirus About Deliveroo Using Deliveroo Questions About My Order Inviting Friends Anything Else? Community Guidelines Coronavirus Is ordering through deliveroo safe? Our absolute priority is to offer the safest service possible to customers, riders and restaurants and we have taken a number of important actions to ensure we safely deliver food for everyone. For example, we have introduced mandatory contact-free delivery, guidelines for restaurants on how to run delivery-only kitchens hygienically and guidance for riders on safe and secure delivery. We are in daily contact with local health authorities to make sure we are offering customers, restaurants and riders the most up-to-date guidance and safest service possible. It’s also important to note that Belgian Federal Agency for the Safety of the Food Chain and the European Food Safety Authority has said that there is “ no evidence that food is a likely source or route of transmission of the virus”. We realise this is a concerning period for everyone and want to assure you that safety is our priority during and beyond this unprecedented time. How does contact-free delivery work? As minimizing the contact during the entire delivery process is key to keep everyone healthy, we now have mandatory contact-free delivery for every order. The moment you open the Deliveroo app, a pop-up message will appear letting you know that all orders will now be delivered contact-free. The customer also has the option to add additional delivery instructions to let their rider know where to leave your food. You will receive a notification when your rider is nearby, reminding you that your order will be delivered contact-free. As soon as the rider arrives, the rider will place the food safely on the ground next to the door. To guarantee safety the rider will step back at least 1,5 meter and wait nearby for you to collect it. Are all the same restaurants available as usual? The Belgian Government has announced that all restaurants, bars and cafes must shut to dine-in customers, but delivery can remain open. If a restaurant would like to keep their kitchens open to deliver food to customers, they can still do so via Deliveroo but this is the choice of the restaurant. How are you supporting riders? Since the outbreak of COVID-19 we have and continue to do everything we can to help riders: Up-to-date guidance: Extensive hygiene guidance and updates are available on the rider website. Deliveroo’s Rider Support Fund: If a rider who regularly works with Deliveroo does experience symptoms of COVID-19 or is told to self-isolate by a medical authority, they can also apply for financial help through our Rider Support Fund. Contact-free pick-up & delivery: We’ve introduced contact-free pickup and delivery across Belgium which means riders can do deliveries without coming into direct contact with restaurant staff or customers. Supply of sanitisers and masks: Deliveroo has provided riders with the opportunity to order free hand sanitiser or face masks Support from restaurants: We have asked all of our restaurant partners to provide riders with access to soap and water or hand sanitising gel at their property whenever possible. How are you supporting restaurants? We are here to deliver for restaurants who want to carry on offering their amazing food to families at home during this difficult time. 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. Extended our operating zones so restaurants can serve more customers 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 Campaigned for more support for restaurants from government Deliveroo pays restaurants more frequently to ensure that restaurants reduce cash flow problems What will happen if I have an outstanding question or complaint? Our customer care team is on hand to support our customers with any outstanding queries or complaints. We are experiencing high demand but all outstanding questions and complaints will be dealt with promptly. 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 support@deliveroo.be , or you can send a message in-app or via Twitter and Facebook. 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. 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 ‘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? Yes. You can use Deliveroo’s Pickup service to collect orders from participating restaurants nearby. Use the app to find out which restaurants offer 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 hello@deliveroo.be and we’ll pass on your feedback to the restaurant. 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 hello@deliveroo.be. 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 +32 78 48 09 61 — who is this? To check where you are, your rider might call you using the phone number 078480961. It’ll really help your rider if you can keep your phone close and answer these calls if you get one. 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.be. 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. Discover Deliveroo Investors About us Takeaway More Newsroom Foodscene blog Engineering blog Design blog Careers Restaurant signup Become a rider Legal Terms and conditions Privacy Cookies Help Contact FAQs Cuisines Site map Take Deliveroo with you Download Deliveroo in the App Store Download Deliveroo in the App Store © 2021 Deliveroo Cookies We use cookies, including from our partners, to serve relevant ads, help tailor and improve our content and services and to measure their effectiveness on other apps and websites, including social media. Accept all cookies below or select “Cookies Settings” to choose which cookies we can use. To learn more see ourCookie Policy Cookies Settings Accept All Cookies