When will I be charged for a refund?
We aim to make refunds fair. You will only be charged when:
The issue is within your control or responsibility, or
A customer submits a return using the in-app Returns tool and you accept the return (for change-of-mind or statutory returns).
If Deliveroo is responsible, we will cover the refund and you will receive the full amount for the order.
Refunds typically charged to partners
Partners are usually charged when the claim reason relates to order preparation or product quality. This includes:
Missing or unavailable items
Wrong items included in the order
Incorrect order handed to the rider
Exception: Deliveroo covers this for Editions kitchens
Faulty or poor-quality items (including Freshness Promise claims in relevant markets)
Orders prepared incorrectly or to a poor standard (including food safety claims)
Dietary requirements not met (including allergens)
Incorrect or misleading menu information on the platform
Accepted “change of mind” returns under your returns policy or statutory rights
Refunds covered by Deliveroo
Deliveroo will usually cover compensation when the issue is within our control. This includes:
Late deliveries caused by rider delays
Food spilled or damaged in transit (unless due to packaging)
Cold food due to delivery delays
Order not delivered
Unable to find a rider to collect the order*
Customer cancellation due to rider delays*
* In these cases, Deliveroo may deduct the value of any non-perishable items from the cancellation compensation.
How to review and dispute refunds in Partner Hub
You can manage refunds directly in Partner Hub.
To review refunds:
Go to the Sales page in Hub.
Select the Refunds tab.
Click on an Order number to see:
Claim reason
Customer feedback
Refund status
To dispute a refund:
Select the item(s) you want to dispute.
Choose your reason from the dropdown menu.
Attach supporting evidence (if available).
Submit your dispute.
Track progress in the Refund disputes tab.
You can dispute a refund up to 7 days from the refund issue date.
What evidence should I provide?
Evidence is not required in every case, but it helps us make the right decision. You can submit:
Photos
Video footage (for example CCTV)
Evidence requirements
Your evidence must show:
A visible timestamp within 20 minutes of the ‘prep for time’ or ‘order ready’ time
ORA visible order ID or receipt
Our team will review whether:
Missing/incorrect items are clearly visible during preparation
The correct order was prepared and packed
Items match the menu description and images
Dietary requirements were considered
Freshness Promise items are in good condition and not expired
(For grocery/retail partners) store receipts show scanned items
How can I capture evidence effectively?
Many partners record the final packing stage of each order. Common approaches include:
Positioning a tablet above the packing station to photograph items and the receipt before sealing the bag
Installing CCTV over the packing area to continuously capture fulfilled orders
Choose a process that works best for your business operations.
Frequently asked questions
Can I check the status of a disputed refund?
Yes. Go to the Refund disputes tab in Partner Hub to see whether a dispute is:
Under review
Approved
Rejected
How will an approved dispute appear on my statement?
Approved disputes will appear on your payment statement and invoice as normal adjustments.
Can I challenge a rejected dispute?
Yes. You can reply to the approval or rejection email within 72 hours to contact Support for further review.