Customers on Deliveroo tell us that value for money means delivering a great experience at a fair price. They are particularly sensitive to menu items that are more expensive on Deliveroo than in the restaurant. In fact, 1 in 3 of our customers told us that they didn’t proceed with an order once spotting a price markup.

We know the current economic climate continues to put pressure on customers’ wallets so we are launching a new program that will promote restaurants who offer good value for money to customers.

Our new Value Programme is designed to help customers find those restaurants that offer great value for money experience and to increase sales for the restaurants that provide them. Make sure you read the Value Programme Policy for Restaurants in the United Kingdom and in the Republic of Ireland for full details of the programme.

While we plan to reward restaurants that provide good value for money we will unfortunately also need to take action with those that don't. We believe this is for the long term benefit of restaurants and customers alike because customers are less likely to buy on Deliveroo if they don’t have a great experience.

Each month you will receive a Value Score of ‘Great’ ‘Good’, ‘Okay’, ‘Improve’ or ‘Action’ in Hub. Your scores are determined by your performance in the month before on:

A site’s Value Score will determine whether certain features are available on the Deliveroo platform (“Benefits”) or whether certain features are not available (“Limitations”) for that month.

The metrics required for each Value Score are as follows:

Your site will be scored 'Action' or 'Improve' if any of the Price or Service metrics set out above meet the applicable thresholds. Your App Rating does not affect an 'Action' or 'Improve' Value Score.

Your site will only be scored 'Okay', 'Good' or 'Excellent' if all of the Price, Quality and Service metrics meet the applicable thresholds set out above.

The Benefits available to sites with 'Okay', 'Good' or 'Great' Value Scores are:

Deliveroo’s Choice*:

Sites will automatically be included in the Deliveroo’s Choice programme while they have a ‘Great’ Value Score. Deliveroo’s Choice and qualifying sites will be highlighted at multiple places across the platform, for instance via the Deliveroo’s Choice badge and new pop-ups:

Redirective Merchandising*:

Sites with a ‘Great’ Value Score will automatically be included in a new carousel highlighting other restaurants which offer good value, for instance ‘Great value places you may like’, when there are sufficient sites available. This carousel appears on menus from other sites with Action or Improve Value Scores that are also within range of the customer:

Deliveroo Funded Marketer Offers (Weekly)*:

Sites with a ‘Great’ Value Score will be eligible for Deliveroo’s Tasty Thursday Marketer Offer. This offer will be fully funded by Deliveroo for each week the site keeps a ‘Great' Value score. You will need to opt-in to the Tasty Thursday Offer in order to access this funding by following these steps. Marketer Offers are subject to the Marketer Terms & Conditions.

Once you’ve opted-in, Deliveroo will fund the Tasty Thursday discount each week until your Value Score changes.

Where Deliveroo funds a Marketer Offer, we will reimburse you an amount equal to the discount on orders qualifying for that Offer. We aim to reimburse you within 14 days starting on the day after the Offer goes live.

Remember, if you sign-up for the Tasty Thursdays Offer and your Value Score is no longer ‘Great’ you will cease to be eligible for the same level of Deliveroo-funding. If this happens you will be required to fund the Offer yourself, from the point at which you are notified of your new Value Score.

To avoid being charged if you do not wish to be, should your Value Score change, you need to opt-out of the Marketer Offer(s) that you no longer want to fund.

Value Tags*:

Value Tags will automatically appear for sites with 'Good' and 'Great' Value Scores. These Value Tags are generated by customers who are asked to provide them post order. They will appear across our platform, for sites with 'Good' and 'Great' Value Scores, where enough orders from that site have been tagged.

Examples of Value Tags include “Tasty Food”, “Great Value” or “Large Portion Size” and will appear in multiple places on our platform, highlighting value:
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As a restaurant you will see this Benefit apply where customers have tagged enough orders in a category that we think is most relevant to your site.

Priority in Value Carousels*:

Sites with 'Good' and 'Great' Value Scores will be prioritised in new carousels highlighting best value sites, where those sites meet the criteria for those carousels. For instance sites with dishes under £10 and 'Good' or 'Great' Value Scores can feature in a new Top Rated dishes under £10 carousel.

This carousel is designed to help users find good value dishes within a number of distinct categories such as “Chinese”, “Healthy” and “Thai”. Dishes from sites with 'Good' and 'Great' Value Scores that are under £10 and have been rated by enough customers would appear in the new Top Rated dishes under £10 carousel.

Deliveroo-Funded Marketer Offers (up to twice a month), available from 11th January 2024*:

Sites with a ‘Good’ Value Score will be eligible for Deliveroo’s Tasty Thursday Marketer Offer, fully funded by Deliveroo for up to two weeks per month while the site keeps a ‘Good’ Value Score. You will need to opt-in to the Tasty Thursday Offer in order to access this funding by following these steps. Marketer Offers are subject to the Marketer Terms & Conditions.

Once you’ve opted-in, Deliveroo will fund the Tasty Thursday discount for the remaining weeks of the month when you opt-in, up to a maximum of two weeks per calendar month, until your Value Score changes. If you sign-up for more than two Tasty Thursday Offers per month, Deliveroo will fund the first two Offers each month while your Value Score remains ‘Good’.

Where Deliveroo funds a Marketer Offer, we will reimburse you an amount equal to the discount on Menu Items qualifying for that Offer. We aim to reimburse you within 14 days starting on the day after the Offer goes live.

Remember, if you sign-up for the Tasty Thursdays Offer and your Value Score drops to 'Okay', 'Improve' or 'Action' you will no longer receive any Deliveroo-funding. If this happens you will be required to fund the Offer yourself, from the point at which you are notified of your new Value Score.

To avoid being charged if you do not wish to be, should your Value Score change, you need to opt-out of the Marketer Offer(s) that you no longer want to fund.

Priority in Offers Carousel*:

Sites with 'Good' or 'Great' Value Scores that are running Marketer Offers will feature higher in the ‘Offers near you’ carousel than other sites.

*We’ll be working to improve each Benefit over time, so badge, tag and carousel designs and placement and other features may change.

The Limitations that will be applied to sites with 'Action' or 'Improve' Value Scores are:

Your Value Score is determined each month based on your performance in the month before. The Limitations applied to sites with an 'Action' or 'Improve' Value Score will depend on the number of consecutive months for which a site has received that Value Score, with an increasing number of Limitations applied each month as shown in the table above. Limitations are applied cumulatively, and therefore Month 2 Limitations will also apply in Month 3. Limitations may be applied from the point a site is notified of its Value Score for the relevant month.

For example, after having an Improve Value Score for three consecutive months, a site will be bottom ranked in carousels and will have access to Marketer Offers and Ads suspended. If that site continues to have an Improve Value Score the next month, it will then also be bottom ranked everywhere including list position.

Bottom rank in carousels (excluding Offers and Ads):

Carousels are collections of similar partners, cuisines or dishes designed to surface choice to customers. When this Limitation applies, sites with 'Action' and 'Improve' Value Scores will be ranked below all other sites in each carousel, except for Offers and Ads Carousels where 'Action' and 'Improve' Value Scores will not affect ranking.

Access to Marketer Offers and Ads Suspended:

Marketer Offers are discounts to customers ordering from your site via the platform and can include basket discounts, item discounts, free delivery and free items. Marketer Ads are promotional features that make your site appear more prominently in App. When this Limitation applies, sites with 'Action' and 'Improve' Value Scores will not be able to use these features. Please see our Marketer Terms & Conditions for further details.

Bottom rank everywhere including list position:

Our list position ranks partners based on which restaurants a customer has ordered from before and the behaviour of similar customers. When this Limitation applies, sites with 'Action' and 'Improve' Value Scores will be ranked below all other sites in our list position and in all other rankings on Deliveroo.
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