Customers can claim a refund if their order wasn’t right – if it had missing items, it was cold, extremely late or damaged, etc. 

When a refund is given, either Deliveroo or the restaurant will cover it (or we’ll share the cost), depending on what went wrong.

How do I see the refunds I’ve given?

Refunded orders will appear on your invoice under ‘Additional fees’ as Refund debit. To find your latest invoice, log in to the Restaurant Hub.

We’ll also send you a daily email (it’ll arrive at midnight), with the orders that have been refunded that day and the reason why.

What do customers get refunds for?

  • Late orders
  • Cold food 
  • The wrong items 
  • Missing Items 
  • Spilled or damaged items

Related articles 

Why have I been charged for this refund? 

How do I challenge a refund?

How is Deliveroo safeguarding restaurants?

Top tips for reducing refunds 

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