All Menu Items that you sell on the Platform must comply with your Agreement with Deliveroo, including all Applicable Law and Deliveroo Policies. We may suspend the provision of our Services if you are found to be in material breach of these obligations.
We take customer safety very seriously and we’re confident that our Restaurants do too. Stringent food hygiene processes and accurate information about what meals contain and how they are prepared are vital for people living with allergies who must be constantly vigilant about the food they eat.
This policy sets out the standards that we expect Restaurants to meet in order to sell their products through the Platform.
What we expect from our Restaurant Partners:
You are responsible for ensuring that the products that you sell are safe and compliant with Applicable Law. If you are uncertain about any legal requirements, please seek advice from an expert. You can also refer to the FSA's Allergen Guidance for Food Businesses.
These are the ways in which we can help you to comply with your obligations, along with the standards that we expect you to meet:
In-app information. We prominently signpost customers with allergies to contact the restaurant to ask about ingredients and cooking methods in the ‘Restaurant Info’ section, ‘Allergens, hygiene rating and more’ at the top of the menu. For partners using Menu Manager you now have the option to add item by item allergen information. This should be a key priority. It is also possible to add a further header about allergens - please contact us using Restaurant Hub Live chat or the 'Help �' tab to learn more about this. We include a general cross-contamination declaration in ‘Restaurant Notes’ but you may want to add specific declarations based on your own risk assessments. You can also add tailored information about your restaurant and menu in ‘Restaurant Info’, for example a web address to your own allergens information webpage. We encourage you to add tailored information about your restaurant and menu in Restaurant Notes.
Allergen Information by Telephone: Your staff must be trained to respond to telephone queries about allergens from customers. This is the same requirement that applies when customers ask these questions in your restaurant - and just as in your restaurant, you must ensure that all allergen information is backed up in writing (e.g. allergen matrices) so that any allergen information given verbally is verifiable, accurate and consistent.
Information with a meal. It is important to remember that you have a responsibility to add written notices of allergen content with each meal that you prepare, so that the customer has this information upon delivery. You can do this in the way that works best for you and your operational and packaging priorities, for example this could be stickers on packaging, use of menus or on receipts.
Packaging. It is important to protect against cross-contamination at all stages, from storage and preparation to delivery. You must ensure the packaging that you use is robust enough for delivery purposes. You can view a full range of packaging options at: https://deliveroo-packaging.com.
Deliveroo wants to be your partner of choice. We will continue to update our Platform so that we are giving customers the best possible service and so that we can grow together. As and when we roll out improvements to the Platform, we will let you know in good time so that we can count on your cooperation to ensure a smooth transition.
The 14 allergens that must be indicated as present in food are:
Cereals containing gluten, namely: wheat (such as spelt and khorasan wheat), rye, barley, oats
Crustaceans for example prawns, crabs, lobster, crayfish
Milk (including lactose)
Nuts; e.g. almonds, hazelnuts, walnuts, cashews, pecan nuts, Brazil nuts, pistachio nuts, macadamia nuts
Celery (including celeriac)
Sulphur dioxide/sulphites, where added and at a level above 10mg/kg or 10mg/L in the finished product (e.g. preservative in dried fruit)
Molluscs, e.g. mussels, whelks, oysters, snails and squid