Read our guides, and download posters to Set your restaurant up as delivery-only and contact-free rider pickup and deliveries.

How can I increase my visibility to customers?

Some easy steps to grow your business and increase in app discoverability are:

  • Ensure your tablet is on and consider extending your scheduled opening hours to be visible to more customers throughout the day
  • Link your website and social media channels to your Deliveroo brand landing page and let your existing customers know that you are still open for delivery via Deliveroo
  • Run Marketer offers targeting new or existing customers via Restaurant hub
  • Add menu item images and descriptions to convert customers who click on your menu
  • Ensure orders are prepared on time and there are no food quality and accuracy issues so that customer re-order from your restaurant

What are you doing for your riders during coronavirus?

  • COVID kit: we've sourced and distributed face masks, gloves and hand sanitisers to riders via agencies (who employ the riders)
  • Temperature checks: riders are to undergo regular temperature checks via these agencies, at all interactions to ensure that they're fit to work
  • Rider comms: we've shared clear guidance to all riders on how to deliver safely, in line with Dubai health advisories, as well as rolling out contact-free deliveries effective 19 March. We've also provided clear directives to seek medical assistance when riders suffer from flu-symptoms or fever, and implemented a new sickness reporting form to step up our identification and response process
  • Rider sick pay: agencies are mandated to cover sick pay of the rider under the UAE labour law, and have been informed about their obligations. We'll support adherence with this law, in any way possible. 
  • Contact-free deliveries: This means the rider will leave the food at the door, rather than handing over directly. The rider will then step back at least 1.5 metres and wait nearby for you customers collect it

Will riders definitely be available over the next few weeks or should I look at arranging my own driver?

First and foremost, our number one priority is rider safety (see link for further details). 

Based on trends in international markets and the stability of our rider fleet, we do not anticipate any significant issues in rider availability in the coming weeks.

Is Deliveroo able to hire some of our hourly team members and, if so, what do they need to do to sign-up as a rider?

We want to help restaurants who may no longer be able to employ all their hourly staff and these employees can sign up to be a rider https://deliveroo.co.uk/apply; the speed at which we're able to onboard new riders will vary by zone.

Are you also able to share your safety planning for riders & customers, plans to minimise the risk of spreading the virus and contingency plans for reduced riders numbers?

The safety of riders, customers, our restaurant partners and members of the public is our key priority. 

Visit the Coronavirus (CORVID-19) Help Center page to see the latest guidance and recommended actions.

Based on trends in international markets and the stability of our rider fleet, we do not anticipate any significant issues in rider availability in the coming weeks. See the above link for Deliveroo Coronavirus Safety guidance.

We have put in place a number of measures in response to COVID19 to ensure that we can continue to provide our service safely during this critical time. Some of the measures and initiatives that we have introduced in response to the crisis:


Rider-interfacing initiatives

We've shared multiple communications with riders and their employers, spreading awareness and enforcing critical health & safety initiatives on COVID-19 in line with the Dubai Health circular, specifically:

  • Delivering orders in contactless mode as the new standard for non-cash orders - keeping at least 1.5 meters distance from the customer when food is delivered and general public
  • Wearing protective masks on deliveries
  • Using hand sanitiser and washing hands before and after every delivery
  • Regularly cleaning of food thermal bags inside and outside, using the sanitised wipes 
  • Wearing gloves while handling cash on cash orders
  • Regular body temperature checks (carried out by the agencies)
  • A team of Deliveroo supervisors have been deployed, enforcing the above health and safety guidelines

Rapid rider sickness reporting 

Riders with suspected COVID-19 symptoms can report internally and receive proper support as per UAE health authorities guidelines.

Agency-interfacing initiatives

We have procured and distributed face masks, gloves, hand sanitiser to agencies for riders, sharing our vendor contacts with them for direct sourcing. Agencies have also committed to provide these items to riders moving forward.

  •  We've informed agencies of all the rider-facing instructions, to support their compliance
  • We have strongly advised agencies to implement regular rider temperature checks, as well as maintaining consistent records of these checks


Other precautionary measures

  • All onboarding and training for new-joiners is now remote
  • We've reduced the frequency of rider kit distribution and replacement
  • Ensuring riders are seen in smaller groups when no remote option exists
  • Pre-screening rider applicants based on their health symptoms and travel history within the prior two weeks

Based on trends in international markets and the stability of our rider fleet, we do not anticipate any significant issues in rider availability in the coming weeks.

What should I do if one of my employees has symptoms of coronavirus?

Please contact your official medical authority for guidance and immediately notify us through your Account Manager (using the subject line: 'Customer Coronavirus') if one of your staff has symptoms of coronavirus. 

We may need to contact riders who have been in your restaurant and share relevant guidance with them.

What should I do if one of my customers has symptoms of coronavirus?

Please contact your official medical authority for guidance and immediately notify us through your Account Manager (using the subject line: 'Employee Coronavirus') if you know one of your customers has symptoms of coronavirus.

We may need to contact riders who have been in your restaurant and share relevant guidance with them.

Do you have any guidance on what we can do to take extra precautions while preparing food for delivery?

We've prepared a selection of guides and posters to help you and your staff stay safe, as well as reduce the risk of contamination between riders and customers. 


Due to the exceptional situation in which we find ourselves, we are recommending a series of measures for delivery services which we believe will help you to operate effectively and safely:

Prominently display poster information regarding food safety and personal hygiene in your kitchens and staff rooms - and where appropriate send these directly to employees.

For example posters and set up: See our guide to converting existing restaurants to delivery-only ('Example sign') and ('Example floor plans'), Part one: Best practice delivery-only operations - physical set up

  • Encourage staff to take their temperature regularly and to be more alert than usual to potential symptoms that could indicate infection - notably breathing difficulties, coughing or a high temperature (38°C or higher for most adults).
  • All food handlers need to wash their hands regularly and thoroughly using an alcohol-based hand rub or soap and water for 30 x seconds every 15-20 minutes. In addition to the basic food safety level standards for chefs we recommend that additional training is made available where possible.
  • Ensure that all kitchen equipment including fridges, food containers and chopping boards are cleaned and sanitised.
  • Provide hand sanitiser in your restaurant so it’s readily available to staff, customers and riders.
  • Ensure that your restaurant premises are regularly cleaned, especially in spaces where food is exposed, such as in the kitchen and dining areas.
  • We recommend that you regularly check public health authority guidance to keep up to date on advice provided. Circulate this advice to employees on a 'must read' basis. 
  • Orders should be properly sealed and packaged, using tape, and/or stickers before being made ready for rider collection. This will limit any potentially infectious airborne material from coming in contact with food during delivery. We also encourage you to double bag delivery orders so that food is kept safe inside before it is handed to the customer. 
  • Deliveroo will make stickers available to you should you need them.


How do we operate a delivery-only kitchen at this time?


What happens if the government shuts down restaurants?

As yet, we do not know whether the government will mandate restaurant closure, and if closure would prevent the continuation of food delivery services.


Have Deliveroo had any official government confirmation that the food delivery market is fine to continue operations?

Currently, restaurants are able to continue delivering food to customers. We do not know whether, in the future, the government will mandate restaurant closure, and if closure would prevent the continuation of food delivery services. 

Nevertheless, we recommend you implement a series of measures which will help you to operate delivery services effectively and safely:

  • Social distancing for all restaurant staff and riders, limit the number of riders in the store and mark waiting areas - 1.5 meters apart - on the floor inside and outside Contact-free handoff of bags - select a table per platform, with staff placing the bag on the table and walking away, before the rider approaches
  • Dedicated Order coordinators - choose someone on each shift to prepare delivery bags and make sure hand-off is managed without face to face interaction.
  • Stricter hygiene practices - frequently disinfect all high-uses surfaces (food prep areas, counters, tables, doors and door handles), making sure you and your staff are enforcing regular hand-washing - 20 seconds with soap and water, every 15-20 minutes
  • Rapid communication of possible any contamination is critical to preventing contagion

Can we extend our delivery radii on M+ to reach more customers?

We can make changes to your delivery radii. There are also a number of other ways in which you can reach more customers:

  • Update your menu - you can request big changes such as updating new prices or adding dishes with our partner support team.
  • Add and edit photos - great photos help to sell your dishes and set you apart on Deliveroo. We encourage you to provide photography for at least 10% of your menu - it can boost your orders by around 12%.
  • Update your opening times - you can use your tablet to schedule your days off, for any other changes to your opening times - permanent or temporary
  • Run a special offer - you can get in front of more customers with Marketer, our in-app marketing tool
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