At Deliveroo, we work hard to ensure our partners feel happy and safe using our platform. On occasion, like many other businesses, we experience ‘bad actors’ that use our platform for fraud and abuse. We’re continually evolving our systems to detect this activity to benefit our partners.  

We have a dedicated team of agents assigned to resolving refund claims and a decision-making tool to detect harmful activity. We aim to block re-offenders and have introduced SMS verification to aid this. 

If you feel like you’ve noticed some refunds that don’t look right, please reach out to us via your dedicated partner team.

Everything you need to know about managing refunds

How to manage refunds in Hub

How do I challenge a refund?

Why have I been charged for this refund?

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