Frequently Asked Questions

Coronavirus

Is ordering through deliveroo safe?

Our absolute priority is to offer the safest service possible to customers, riders and restaurants. We have taken a number of important actions, focused on extreme safety measures for restaurants, riders and customers. For example, we have introduced contact-free delivery, restaurant management rules for order delivery and very strict hygiene guidelines for restaurants and riders. We are also in contact with health officials to make sure we are offering the most up to date guidance and safest service possible. We realise this is an extremely concerning period for everyone and want to ensure our riders, restaurant partners and customers are supported during and beyond this unprecedented time. 

How does contact-free delivery work?

‘Contact-free delivery’ is active on every delivery in Italia. Riders will see the order’s delivery notes of the customer and will then follow a simple process to ensure there is no contact when the food is delivered.

 Riders will be asked to let the customer know they have arrived, place the order outside their door, step a safe distance back and wait nearby for the customer to collect the food before the order can be completed. Riders are also able to communicate with consumers on contact-less if they wish by letting customers know through the app before they arrive. 

Are all the same restaurants available as usual?

The Italian  government announced that all restaurants, bars and cafes must shut to dine in customers, but delivery can remain open. If a restaurant would like to keep their kitchens open to delivery customers, they can still do so via Deliveroo but this is the choice of the restaurant. 

How are you supporting riders?

Since the outbreak of COVID-19 we have and continue to do everything we can to help riders:

  • Up-to-date guidance: Extensive hygiene guidance and updates are available on the rider website.
  • Deliveroo’s Rider Insurance and Support Fund: If a rider who regularly works with Deliveroo does experience symptoms of COVID-19 or is told to self-isolate by a medical authority, they can also apply for financial help through our Rider Insurance and Support Fund.
  • Contact-free pick up & delivery: We’ve introduced contact-free pick up and delivery across Italy which means riders can work without coming into direct contact with restaurant staff or customers. 
  • Free products: Riders can apply for a payment of up to €25 to cover the purchase of hygiene products like hand sanitiser or face masks. 

How are you supporting restaurants?

We are here to deliver for restaurants who want to carry on offering their amazing food to families at home during this difficult time. We are working with restaurants to optimise their operations for delivery, and we are doing everything we can to make sure people still have access to the food they want and need.

We have:

  • Published detailed guidance on how restaurants can run delivery-only outlets safely, covering issues such as how to minimise contact, packaging and hygiene best practice.
  • Developed bespoke online marketing support for restaurants to let customers know they are operating delivery services
  • Established teams of people across the business to recruit and support restaurants who want to be able to deliver food.
  • Developed an app to introduce ‘contact-free delivery’ so that restaurants can give confidence to consumers that delivery is conducted safely
  • Shared expert advice and guidance on how to operate safely during the outbreak
  • Campaigned for more support for restaurants from government 

What will happen if I have an outstanding query or complaint?


Our customer care team is on hand to support our customers with any outstanding queries or complaints. We are experiencing high demand but all outstanding queries and complaints will be dealt with promptly.

How can I keep in touch with you?

We have dedicated teams in place to support our customers, riders and restaurant partners during this worrying time. Please send us an email to support@deliveroo.it , or you can send a message in-app or via Twitter and Facebook.

About Deliveroo

What Is Deliveroo?

Deliveroo is on a mission to transform the way you order food. We partner with the best restaurants in the business – from local hotspots to national favourites – and bring you the food you love, right to your door.

With thousands of choices and a fleet of our own delivery riders, we’ll have your order with you in an average of 32 minutes.

What Is The Story Behind Deliveroo?

Deliveroo is a British tech success story. After moving from New York to London, our founder was surprised to find it was nearly impossible to get great quality food delivered. So he made it his personal mission to bring great restaurants closer to their customers.

We now operate in over 100 towns and cities across the UK, employing over 600 software engineers and employees in our UK headquarters, working with more than 8,000 partner restaurants and engaging 15,000 riders.

Using Deliveroo

How Does It Work?

You can order either on the website or by using the Deliveroo app, available on iOS and Android. Simply add your postcode to find all the great restaurants delivering in your area, choose your food and place your order.

Once the restaurant receives your order, they’ll get to work preparing your food and then carefully package it. Once it's all ready to go, a Deliveroo rider will pick it up and bring it to you.

If you want to be super-organised, you can also order up to 24 hours in advance with a scheduled delivery.

What Kind Of Restaurants Are Listed On Deliveroo?

We personally curate a high-quality and diverse selection of restaurants in your area. This can range from a top neighbourhood Italian trattoria to well-regarded national burger chain.

What Times Can I Order For?

We deliver every day from morning until late at night, and different restaurants will have different opening times. Visit the homepage or the app to see which restaurants are available in your area.

How Is The Food Delivered To Me?

Once you’ve placed your order, it’s sent directly to the restaurant for them to prepare and package. Once it’s ready, a Deliveroo rider will pick up your order and bring it to your delivery address.

Why Doesn't Deliveroo Accept Cash?

We only take card payments because it lets us provide you with the best possible experience. It creates a safer working environment for riders too. Feel free to tip your rider in cash.

Do I Have To Tip?

Whether you tip or not is completely up to you. You can tip in the app when placing your order or tip in cash when the rider delivers your food. Riders receive 100% of all tips.

Is There A Minimum Order Value?

The minimum order amount can vary depending on which restaurant you’re ordering from. If there’s a minimum order amount, you’ll be informed at checkout before you place your order.

How Do I Redeem A Voucher Code?

If you have a voucher code, you can redeem this in the app or on the website.

If you’re using the app, go to your account and add the code into the ‘Enter a Promo Code’ field. On the website, click ‘Add a Code’ on the checkout page.

Do You Charge The Same Prices As The Restaurant Does In The Restaurant?

We encourage restaurants to always use the same pricing for delivery as they do for their in-house menu, although there may be exceptions. Pricing for each menu item is clearly displayed in the app. If you have any questions about menu pricing, please contact the restaurant directly.

Can I Place Orders In Advance?

Yes! You can schedule orders for up to one day in advance and choose any delivery time from midday onwards.

Can I Collect My Order?

Yes. You can use Deliveroo’s Pickup service to collect orders from participating restaurants nearby. Go to the app to find out if the service is also available in restaurants in your area.

How Is The Food Packaged?

Packaging always depends on the type of food and restaurant you’re ordering from. Restaurants take great care to use packaging that maintains the correct temperature for as long as possible.

If you have suggestions regarding the packaging or appearance of your food when it’s delivered, please contact us on support@deliveroo.it and we’ll pass on your feedback to the restaurant.

Questions About My Order

What If Something Is Wrong With My Order?

We have a dedicated team that looks after your entire Deliveroo experience, from the moment you place an order right through to it arriving with you.

However, we do understand that sometimes things might go wrong. If this is the case, you can use the Help function in the Deliveroo app to speak to our customer service team and report any issues.

You can also contact us at support@deliveroo.it.

What If I Want To Add Something To My Order?

You can contact our Customer Service team via the Help function in the app and we’ll do our best to make sure you get all the items you want added to your order.

What If My Order Is Late?

Sometimes things outside of a rider’s control can cause a delay. Where we can, we will always try and proactively call you if we become aware that your order might not arrive within the estimated time of delivery, and our team will work to get your order to you as quickly as possible.

What If I’m Not Around When My Rider Arrives?

If you think you won’t be at the delivery address in time to receive your order, please let us know by using the Help function in the Deliveroo app.

Your rider will always try to call you if there’s an issue once they reach your delivery address. If they’re unable to contact you, our Customer Service team will try and reach you via phone and email. Please check your emails during the delivery time for any updates.

If we can’t contact you and are unable to deliver the order, your rider will wait for up to 10 minutes before leaving. In this event, you’ll still be charged for your order. To prevent this from happening, it’s always a good idea to double-check your contact and address details.

I got a call from +39 095 8100410 — who is this?

To check where you are, your rider might call you using the phone number 0958100410. It’ll really help your rider if you can keep your phone close and answer these calls if you get one.

Fees on Deliveroo

How do fees work on Deliveroo?

Delivery fee

The closer you are to the restaurant, the lower your delivery fee.

Some restaurants use their own delivery drivers. In that case, the restaurant sets its own delivery fee.

Service fee

This helps us give you customer service 7 days a week and keep improving the app.

Small order fee

When your total is less than the restaurant's minimum, you can still place the order but we'll top it up with a fee. To remove the fee, just add more to your basket.

Inviting Friends

I'm Not A New User. Can I Get Free Credit If I Sign Up?

Sorry, this offer is only valid for new users of Deliveroo. And don't keep making accounts, we'll know! (And you wouldn't like us when we're angry). To find out more, please go to our T&C's.

I Can't See An Invite Link – Where Is It?

You need to have ordered a certain number of times to get your invite link. Once you’ve ordered several times, we’ll email you your link so you can share it with your friends, family, colleagues, anyone and everyone.

Anything Else?

What If I Have Allergies?

If you have specific allergies and are concerned about any items on a menu, please check the restaurant notes section of the restaurant menu and for further information contact the restaurant directly.

When Will You Be Delivering In My Area?

We are rapidly expanding and will hopefully be working with restaurants near you soon!

Does Deliveroo Offer Company Accounts?

We have a dedicated team who will be more than happy to assist you with setting up an account so you can get team morale-boosting breakfasts, next-level meeting lunches and even catering. Get in touch with us at aziende@deliveroo.it.

Is There A Deliveroo App?

There is! It’s available free on the App Store and Google Play.

Ordinanza Tribunale di Bologna, 31/12/2020, rgn 2949/2019

Download the PDF