What has changed?
We’ve updated how we calculate refunds when a customer claims compensation for an item that:
Is part of a bundle or meal deal (for example: drinks, sides or sauces), and
Does not have an individual price listed on your menu.
Previously, these items triggered a flat refund of:
7 AED (UAE)
0.2 KWD (Kuwait)
7 QAR (Qatar)
This flat rate has now been replaced with a system that estimates a more accurate value based on the item’s share of the bundle price.
If your bundled items already have individual prices listed on your menu, nothing will change.
Why has Deliveroo made this change?
The previous flat refund amount did not always reflect the true value of bundled items. This could result in:
Customer dissatisfaction
Increased complaints
Escalations to Support
The updated system calculates fairer and more accurate compensation.
How is the new compensation amount calculated?
We use AI (artificial intelligence) to estimate the value of bundled items that do not have an individual price. The system reviews:
The bundle price
The item included in the claim
The order details
It then calculates a fair refund amount. Important:
Refunds will never exceed the total order value.
What kind of items does this apply to?
This change only applies to items that:
Are included as part of a bundle or meal deal
Do not have an individual menu price
Common examples include:
Drinks
Fries or sides
Sauces
Example
If you sell a 40 AED / 3.3 KWD / 40 QAR meal deal that includes a burger, fries and a drink - but the fries do not have an individual price - a missing fries claim previously triggered a flat refund. Now, the system estimates the fries’ value within the bundle and calculates a more accurate refund.
Will this affect all my orders?
No.This only affects refunds where:
The item is part of a bundle
The item does not have an individual price
Orders outside these conditions are not affected.
Will I be charged more?
You may notice slightly higher refund amounts for some claims. Any charge will still depend on:
The reason for the refund
Whether it falls within the Partner Policy on Compensation
Will this increase compensation claims?
No. This update only changes how the refund amount is calculated - not how often customers can request compensation.
Can I opt out?
No. This update applies to all partners in UAE, Kuwait and Qatar to ensure fairness and consistency.
What if I believe a refund is incorrect?
You can:
Dispute the refund in Partner Hub, or
Contact your Account Manager
Where can I see compensation amounts?
You can view refund details in your adjustment reports in Partner Hub.
How can I make sure bundled items are priced correctly?
To improve refund accuracy, we recommend adding individual prices to bundled items such as drinks, sides and sauces.Clear menu pricing helps ensure estimated values reflect your intended pricing.
Update your menu:
Menu Manager users (Partner Hub) - refer to the Menu Manager guide
Menu API integration users - refer to the Menu API guide