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.
To learn more about the status of your refunds, simply head to the Sales section in Hub to find your refund report.
Please note:
What you see is determined by your Hub permissions
Staff users can see a ‘Refunds Given’ summary in Hub's Home page
Admins and managers can access the full refund report in Hub's Sales section
Here, you can see the total number of refunded Deliveroo orders over the last week, by day and time of day: a darker colour shows higher refunds, lighter colours mean lower refunds.
Your Hub 'Sales' tab (‘Refunds’) gives you more details about refund requests you've received, including pending ones, refunds given, and rejected refunds.
If you would like to dispute a refund, you can do this by reaching out to our Restaurant Team through 'Help' tab in Hub or via email, using the subject line ‘Customer Refunds’ followed by your business name and the order ID.
Below are just a few examples of why a refund might be requested. For a complete picture of Deliveroo and partner responsibilities, please refer to your partner services agreement with Deliveroo.
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Why have I been charged for this refund?
How is Deliveroo safeguarding restaurants?
How do I see the refunds I’ve given?
Refunded orders will appear on your invoice under ‘Additional fees’ as Refund debit. To find your latest invoice, go to Hub's Invoices section.
We’ll also send you a daily email (arriving at midnight), with the orders that have been refunded that day and the reason why.
What do customers get refunds for?
Late orders
Cold food
The wrong items
Missing Items
Spilled or damaged items
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*:
Wrong items in an order
Incorrect order handed to the rider
Missing or unavailable items in an order
Food prepared incorrectly or to a poor quality (incl. food safety claims)
Dietary requirements not met (incl. allergens issues)
Incorrect 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
Where can I find more details about my refunds?
You can see details for any refunds in your Payment Statement, which you can download from Hub, in ‘Invoices’.
We'll also email you a summary of any refunds you are responsible for, on the day they are processed.
This email includes the order number, time of order, items impacted, and amount refunded to the customer.