Deliveroo preserves core consumer rights and allows court claims under English law, which is user-friendlier than services using mandatory arbitration. But it also permits broad marketing, international data transfers, discretionary account closures, and charges in some failed delivery or age-check scenarios.
Deliveroo’s terms are fairly standard for a food delivery marketplace: it acts mainly as an agent for restaurants, keeps broad discretion over accounts, and limits some remedies around delays, cancellations, and failed deliveries. On privacy, it collects data across apps, sites, cookies, and order activity, allows broad marketing to users who sign up or order, and may transfer data internationally, but it also acknowledges legal rights, describes security controls, and says it only shares data where necessary.
Points of interest
For made-to-order food, cancellation is free only before preparation begins. After that, you can be charged the full item price and possibly delivery fees even if you no longer want the order.
"If you cancel any order after it becomes a Started Order, you will be charged the full price for the Items, and... also be charged for delivery."
If delivery fails for reasons attributed to you, Deliveroo may still charge for items, delivery, and service fees. That can leave users paying in full without receiving the order.
"You will still be charged for the Item and for delivery in the event of a failed delivery if you have caused such failure."
The terms point users to court proceedings in England, and Scotland/Northern Ireland users get local court options for some disputes. That preserves a normal right to sue instead of forcing arbitration.
"These Terms are governed by English law and you can bring legal proceedings in relation to our Service in the English courts."
Deliveroo expressly says statutory consumer rights still apply and are not replaced by its terms. That helps protect refund, quality, and service rights under UK consumer law.
"Your legal rights are not affected by these Terms, which apply in addition to them and do not replace them."
Deliveroo may suspend or permanently close accounts for suspected misuse, fraud, or what it considers unreasonable complaints or other good reason. This gives the company significant discretion over access to the service.
"We may also close your account if in our opinion you are abusing our Service... making repeated unreasonable complaints... or any other good reason."
If someone accesses your account through your password or login method, orders placed are generally your responsibility unless Deliveroo failed to keep the login secure. Users bear much of the risk of compromised credentials.
"If another person uses these methods to access your account, you will be responsible to pay for any Items they order."
If an age-restricted delivery is refused because ID is not provided or the recipient appears intoxicated, the user may still be charged for the item and delivery. This creates a financial risk around compliance checks.
"If delivery of any age restricted product is refused, you will still be charged for the relevant Item and for delivery."
If you sign up or place an order, Deliveroo may use your data to send marketing across many channels, including email, phone, SMS, WhatsApp, push notifications, and online ads. Users should expect substantial promotional outreach unless they opt out.
"If you have placed an order with us or signed up to Deliveroo, we use your information to send you marketing communications by post, email... WhatsApp and push notifications."
Personal data may be transferred outside the UK/EEA, including to India or other operating countries. Cross-border processing can mean different legal protections and more complex enforcement.
"we may need to transfer your information outside the United Kingdom (UK) or European Economic Area (EEA)... such as to India"
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Documents
Terms of Service
source ↗- •You must be 18 or older, use a valid email, keep login details secret, and use your account only for personal, lawful use.
- •Deliveroo acts as an agent for partners, so the restaurant or merchant is mainly responsible for the items, while Deliveroo handles ordering and payment.
- •An order is not binding until Deliveroo or the partner sends a confirmation notice, and you pay all charges for orders made through your account.
- •All items are subject to availability, delivery areas, operating hours, and possible minimum order values, and delivery times are estimates, not guarantees.
- •You are responsible for telling partners about allergies or dietary needs, and Deliveroo cannot guarantee items are allergen-free.
- •Age-restricted products require proof of age, may be refused, and you will still be charged if delivery or sale is refused for age-verification reasons.
- •You may cancel made-to-order food before preparation starts; after that, or after a failed delivery caused by you, full item and some fee charges may still apply.
- •Refunds depend on the item type and cancellation timing; non-perishable partner items may have a 14-day change-of-mind right, but Deliveroo Delivery fees are usually non-refundable.
- •Deliveroo may suspend or close your account for misuse, fraud, repeated unreasonable complaints, or suspected unauthorized use, and may ask for identity verification.
- •Deliveroo limits liability to foreseeable losses caused by its breach, excludes liability where unlawful to exclude, and English law and courts generally govern disputes.
Privacy Policy
source ↗- •Deliveroo and, when needed, DoorDash group companies act as controllers for your personal information used to provide services.
- •They collect and use personal information from their website, apps, social media, cookies, and your account or order activity.
- •Your information is used to provide services, support Deliveroo for Work, detect fraud, prevent abuse, and manage customer operations.
- •If you ordered or registered, they may send marketing by post, email, phone, SMS, WhatsApp, push notifications, and online ads.
- •They say they process personal information only when they have a valid legal reason to do so.
- •They share your information only when necessary for the uses described in the policy.
- •Your data may be transferred outside the UK or EEA, including to India or other countries where they operate.
- •They keep your information only as long as reasonably necessary, but may keep it longer for legal, tax, reporting, complaints, or litigation reasons.
- •They use security measures and limit access to staff, riders, and service providers who need the information for business purposes.
- •You have rights over the personal information they hold about you, and they may update the policy and notify you when appropriate.
