Everything you need to know about refunds

Find out why claims are made and how to manage disputes

Written by Ash H
Updated over a week ago

Customers can claim a refund if their order wasn’t right – if it had missing items, if items were cold or damaged, or if the order was extremely late.

When a refund is given, either you or Deliveroo will cover the cost, depending on what went wrong - see below.

We have robust measures in place to detect and prevent customer fraud. Where we suspect customers may be submitting fraudulent claims, refunds are not given.

Where can I find more details about my refunds?

To learn more about your refunds, simply head to the Sales section in Hub to find your refund report.

Here, you can see a list of the refunded Deliveroo orders assigned to you for selected sites over a time period of your choosing.

Your Hub 'Sales' tab (‘Refunds’) gives you more details about refund requests you've received, including pending ones, refunds given, and rejected refunds.

We’ll also send you a daily email (arriving at midnight), if there have been one or more customer refunds over the last day.

How could I dispute a refund?

To dispute a refund, click on the order number, select the refunded items you would like to dispute and add the reasoning. Once done, you can submit the dispute and track its status in the ‘Refund disputes’ tab. Learn more here. You can dispute a refund up to 7 days from the refund issue date.

You can see details for any refunds and approved disputes in your Payment Statement, which you can download from Hub, in ‘Invoices’.

Customer compensation paid for by partners

Partners will only be charged for the compensation provided to customers if the claim reason is within their control or responsibility. This typically includes:

  • Missing or unavailable items in an order

  • Incorrect order handed to the rider

  • Wrong items in an order

  • Faulty or poor quality items in an order

  • Orders prepared incorrectly or to a poor quality (incl. food safety claims)

  • Dietary requirements not met (incl. allergens issues)

  • Incorrect or misleading information provided about menu items on the platform

Customer compensation paid for by Deliveroo

Deliveroo will cover the cost of the compensation provided where the customer claim is due to factors that are within its control or responsibility. This typically includes:

  • Late deliveries due to rider delays

  • Food spilled or damaged in transit (unless due to packaging)

  • Cold food

  • Order not delivered to the customer

  • Unable to find a rider to pick up the order*

  • Customer cancelled order due to rider delays*

For a complete picture of Deliveroo and partner responsibilities, please refer to your partner services agreement with Deliveroo and the Partner Policy on Compensation available here.

*In these circumstances, Deliveroo may deduct the value of any non-perishable items in the relevant order from the cancellation compensation payable by Deliveroo.

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