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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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.

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