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Why have I been charged for this refund?
Why have I been charged for this refund?

Learn about the different reasons for a refund

Written by Ash H
Updated over a week ago

To make refunds as fair as possible, we only charge you for a refund when we believe you’re responsible for what went wrong (or when a customer submits a return to you through the in-app ‘returns’ tool and you accept the return). If we believe we’re responsible, we’ll pay the refund and you’ll receive the full amount for the order.

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

It also includes all ‘change of mind’ customer returns which you have accepted in accordance with your returns policy or a customer’s statutory rights.

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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