Frequently Asked Questions:
What is Freshness Promise?
We are enhancing our Customer Compensation policy with a Freshness Promise to meet the needs and expectations of our customers.
From 9th June 2025, customers can request a refund or credit on the Deliveroo app or website, if they are not fully satisfied with the freshness of the ordered grocery items.
Customers will be eligible to claim If they order a grocery item covered by the Freshness Promise and it is either:
expired on delivery
expiring on the day of delivery or the next day
or customers are not satisfied that the item meets the standards set out in our customer FAQs.
Note that 'expired' means 'best before', not 'sell by'.
Who does this apply to?
Freshness Promise applies to all Grocery & Retail partners and customers in the UK and Northern Ireland only.
Why are we introducing Freshness Promise?
Freshness is one of the key barriers for customers to buying groceries online, and so addressing this customer need is key in attracting more customers to the on-demand grocery shopping and, as a result, more customers to you.
What are we changing?
Previously, our existing policy would cover mouldy or expired items, which are associated with freshness quality. These could fall under “incorrect or faulty items”, “incorrectly cooked”,” or “spilled or crushed” when reported by customers.
We are enhancing this policy by making it easier for customers to claim refund freshness quality and surface these more easily to you.
For details, please familiarise with the updated Customer Compensation policy and Freshness Promise policy.
When is it coming into force?
The updated Customers Compensation policy, which will include Freshness Promise, is coming into force on 9th June.
How does this impact customers?
A customer will be able to see a “Freshness Promise” badge on the item details page when browsing the app.
If a customer is unsatisfied with the freshness quality, they will be able to claim a refund by “Reporting issue with freshness of items” in Order Help.
Which items are covered under Freshness Promise?
Categories covered under Freshness Promise are as follows:
Fruit & vegetables
Bakery
Meat, poultry & seafood
Fresh food
Egg, dairy, dairy alternatives and other chilled range
A full list of eligible items can be viewed here.
Within these categories, a customer will be able to claim a refund if an item falls under one or more of our “shelf life” or “quality” criteria set out below.
Shelf life criteria:
If you order a grocery item covered by the Freshness Promise and it is either:
expired on delivery
expiring on the day of delivery or the next day
Note: 'expired' means 'best before' and not 'sell by'.
Naturally short shelf-life items such as in-store bakery items are not eligible for a refund under the shelf life criteria. The categories of naturally short shelf life items that are excluded are set out in our customer FAQs.
Quality criteria:
Generally, all items should show no signs of spoilage, look and smell fresh.
What are the freshness guidelines for grocery items?
Please see category-specific guidelines below:
Category | Guidelines |
Fruit & Vegetables | These items should be ripe (but not overripe), firm, and free from significant discolouration (eg bruising), blemishes, soft or stale spots, mould, decay or wilting. They should look and smell fresh. |
Bakery | Items should not be or have any of the following:
|
Meat, Poultry & Seafood | These items should have a vibrant, natural colour, be free from any off-odours. Items should not be or have: Slimy or sticky textures. Discolouration (e.g., unnatural, not vibrant colours, graying, browning).
|
Egg, dairy, dairy alternatives, other chilled range (chilled range includes chilled desserts; yoghurts; bakery doughs & pizza bases) and fresh food (fresh food range includes sandwiches & wraps; fresh pasta; sushi; appetizers, antipasti & snacks) | These items should show no signs of spoilage including the following:
|
Note: these guidelines are in line with our existing spoiled food policy, this remains at Deliveroo’s discretion |
|
Who covers freshness claims costs?
As set out in our Customer Compensation policy, you will only be charged for an order that has gone wrong if it was within your control or responsibility. Because the freshness and “sell-by”/ “use-by” dates of the products you pick are within your control, successful claims will be classified as partner fault in our refund matrix, and you will cover these costs.
How to view and dispute claims?
To find your claims, navigate to Partner Hub → “Sales” → “Refunds” tab. From there you can review specific claims and/or dispute any refund claims you disagree with.
Once you’ve submitted a dispute, we send you an email response within three days that shares the outcome. If you want to challenge the response, you have 72 hours to do so. Make sure you include any additional evidence or details that you’d like the team to consider.
For example, you can demonstrate that a photo submitted by the customer is not a product you sell, or you believe the product is not eligible for the Freshness Promise You may also have to provide evidence that the products in the basket were of high quality and with the correct expiry date.
Are there additional Freshness resources available for my sites?
Yes, use this Order Picker One Pager to help you maximise customer satisfaction and minimise the chances of claims.