Riders are currently waiting over 10 minutes for 1 in 25 SMB orders. These delays slow down deliveries and impact both Rider earnings and Customer experience.
That’s why Deliveroo is launching Pay for Excessive Wait on 19th March, a pilot designed to reduce long waits at Restaurant Partners by improving timing accuracy and handovers, helping ensure faster, more reliable deliveries.
This initiative recognises that every minute matters for Riders, Partners and Customers.
What is Pay for Excessive Wait?
Pay for Excessive Wait is a program designed to make the delivery process fairer and more efficient. To support this, we’re introducing a Rider Wait Time (RWT) policy, which comes into effect from 19/03/2026. This policy will form part of your agreement with Deliveroo.
It introduces Rider Wait Fees - a small Partner charge for excessive wait times, encouraging smoother and more accurate handovers using Rider Check-in and Order Ready.
The goal is not to penalise Partners but to create a fairer, more collaborative system where everyone’s time is valued.
How it works
Who’s included | Selected SMB Partners across UK zones |
Partner charge | If you go above your prep for time we will charge you a Rider Wait Fee, calculated as £0.21 per minute beyond 5 minutes after your prep-for time (capped at 25 minutes). |
Deliveroo share | Deliveroo covers waits caused by early Rider arrivals
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Wait times are measured automatically from the moment a Rider checks in to the moment they scan the receipt at collection.
Why Deliveroo introduced this pilot for Restaurants
Every minute a Rider waits is time they could be earning, and every minute a Partner saves helps the entire network move more efficiently.
By improving accuracy around order readiness, we’re supporting smoother handovers, fresher food and a better experience for customers, Riders and Partners alike.
This pilot reflects Deliveroo’s commitment to fairness, transparency and collaboration across the network. It’s about testing a balanced approach that improves outcomes for everyone, not introducing penalties.
What you can do
To avoid unnecessary wait time charges and improve your operations, make sure you and your team are using these tools:
1. Use Rider Check-in
Rider Check-in helps Deliveroo match a Rider’s arrival time to your prep time.
This gives you more control over when Riders arrive and reduces idle time.
You can order your tags using this form.
2. Press "Order Ready" when food is ready
Always mark the order as Ready for Collection in your tablet or POS system as soon as it’s complete.
This ensures Riders collect on time and food stays fresh for customers.
What success looks like
Shorter Rider Wait Times
Fewer order delays and un-assignments
More accurate dispatch and handovers
Higher Partner satisfaction and smoother operations
Stronger perception of fairness across the network
FAQs
Why are Partners being charged?
Because Riders are being compensated for long waits. Sharing responsibility encourages on-time preparation and reduces delivery delays.
How much are Partners charged?
The Rider Wait Fee is £0.21 per minute and will be payable per second by which RWT for each Order exceeds the 5 minute threshold, subject to an upper cap of 30 minutes per Order.
What if a Rider arrives early?
Deliveroo covers wait time that happens before your prep-for time, so you won’t be charged if a Rider arrives too soon.
How will I see the charges?
You will see any compensation for excessive wait time included in your weekly Payment Summary. This payment will appear on your invoice for the week it’s processed.
Can I dispute a charge?
Yes. If you believe a charge is incorrect, you can raise it with Partner Support through Partner Hub.
What is Rider Check-in and how do I get it?
Rider Check-in is a tool that helps Deliveroo match Rider arrivals with your prep times.
If you don’t have it yet, please order your tags using this form.
What if I’m not part of the pilot?
Only selected Partners are included at this stage. Partners who are included will have received an email from Deliveroo telling them they are included. We’ll share updates if the pilot expands.
What happens next?
Deliveroo will review feedback, data and performance to understand the impact of shared responsibility.
Your input will help shape any future rollout.
Need help?
If you have any questions or issues with Pay for Excessive Wait, please reach out to Partner Support through Partner Hub.