Frequently asked questions

Arabic version here

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 contactless delivery, restaurant management rules for order delivery and very strict hygiene guidelines for restaurants and riders. We are also in daily contact with local 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?

Customers can choose ‘Contact-free delivery’ at check-out. Riders will be able to see when a customer has selected this option in the order’s delivery notes 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. 

Are all the same restaurants available as usual?

The government announced that all restaurants 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 sent regularly to the riders based on the government recommendation. 
  • Additional safety and hygiene standards, which means our riders must:
  • Wear masks
  • Wear gloves, especially when handling cash
  • Use hand sanitiser
  • Regularly wash delivery bags and motorcycles 
  • Get a body temperature check through the agency they work with
  • Contact-free pick up & delivery: We’ve introduced contact-free pick up and delivery across Kuwait which means riders can work without coming into direct contact with restaurant staff or customers. 

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 optimize 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 ensure safety and hygiene measures when preparing the food 
  • Provided delivery-only outlets guidance, covering issues such as how to minimize contact, packaging and hygiene best practice
  • Distributed hygiene products to restaurant partners to ensure riders are fully equipped throughout the day
  • 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
  • Introduced ‘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 the 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.com.kw, or you can send a message in-app or via our social media channels. 

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 address 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.

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 spend?

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?

Unfortunately we don’t currently offer collection. Visit the homepage or the app to see which restaurants are available for delivery in your area.

What if I want to cancel my order?

As long as the restaurant has not yet started preparing your order, you're able to cancel your order in order help. If the restaurant has already started preparing your order and you want to cancel, please get in touch with us, you can do this in order help as well.

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.com.kw  and we’ll pass on your feedback to the restaurant.

Some menus include customer feedback about the partner - what is this?

When you place an order on Deliveroo, you may be asked for feedback about your experience. We may then share this feedback with our users, including on menu pages. Deliveroo does not verify customer feedback and accepts no responsibility for it or its accuracy. As set out in our terms of service, customers are responsible for ensuring that any product that they order from a partner on Deliveroo is suitable for them.

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.com.kwor.

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 +965 22270142 — who is this?

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

My order is cancelled/rejected. What happens now?

When an order is placed with Deliveroo, our payment provider blocks the amount on your card to ensure the funds are available. 

You will receive a full refund if an order is cancelled or rejected and you should expect to receive this within approximately 6 hours, however there may be some delay depending on your arrangements with your card provider.

I was charged 0.300 KD. Why?

The 0.300 KD is taken to help us validate your card. This transaction is instantly reversed and the amount is immediately returned to your account.

Depending on your arrangements with your card provider, this can take up to 7 days to reflect in your account.

Do you accept KNET and where should I enter the information?

We accept all debit and credit cards, and payments are processed securely through Visa or Mastercard gateways.
You won’t need to enter the pin again, once the card is added to your Deliveroo account.
If you want to add a new card? Create order and select the 'Add payment method' at checkout on the Website.

On the Deliveroo app, go to “My Account” on the top right corner, click on “Payment Methods” and select the “Add payment method”.

Where is my order?

Track your order on the Deliveroo app/website. You can always track your estimated arrival time and a map is displayed throughout the order showing the rider’s progress.

I have allergy notes for the restaurant. What should I do?

If you have specific allergies and are concerned about any items on a menu, please check and amend the Order Notes which will be available for the restaurant, and for any further information or details you should contact the restaurant directly.

Fees on Deliveroo

How do fees work on Deliveroo?

Delivery fee

The delivery fee is variable, based on your location. Some restaurants use their own delivery drivers. In that case, the restaurant sets its own delivery fee.

You pay less for nearby restaurants and you'll always know how much before selecting a restaurant.

We have a number of restaurants on Deliveroo that do their own delivery - these restaurants are able to set their own fees. This means that you may see different fees depending on the restaurant you are ordering from.

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!

Is there a Deliveroo app?

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

Deliveroo Plus

What is Deliveroo Plus?

Deliveroo Plus is our subscription membership plan – you pay a fee and get free delivery from participating restaurants when you meet the minimum order requirements. It’s a simple, easy way to get the most out of Deliveroo.

Members may be able to benefit from exclusive restaurant offers, which may not be available to other customers.

How do I sign up for Deliveroo Plus?

Some customers will see the option to sign up to Plus on our website or app. You will need to add a card to your account specifically for your Plus membership.

Is there a limit to how many orders I can place?

No. You can place as many orders as you like. However, it’s intended for use by individuals. All orders placed with Plus must comply with Deliveroo’s Terms & Conditions of Service.

How do I manage my subscription?

Go to your Account – you’ll be able to change your subscription payment method, see your next payment date and more.

When will I be charged?

Go to your Account to check your next payment date.

Can I share my account with others?

No. Sharing your Deliveroo Plus subscription is a violation of your subscription terms, and could mean we review your Account access in line with our Deliveroo Plus Terms & Conditions of Service.

How can I cancel my subscription?

Go to your Account and select Cancel subscription. Or, you can contact us at support@deliveroo.com.kw

Can I change my payment date?

No. You can see your next payment date in your Account.

Can I get my money back if I want to cancel?

Yes. You can contact us for a full refund within the first 14 days of your paid-for period. If you cancel after the 14-day cooling off period, you will not be refunded.

Get in touch with us at support@deliveroo.com.kw.

Community Guidelines

At Deliveroo we want our customers, riders and restaurant and grocery partners to have the best possible food delivery experience. At the same time, we want to ensure that the communities we work with are safe. These guidelines are designed to help ensure that everyone who uses the Deliveroo platform has a safe and positive experience. 

Customers

Be respectful: Our riders are at the heart of our business, collecting food from our restaurant and grocery partners and delivering it to your door. We ask that you treat riders with respect and report any behaviour that you find unprofessional to us directly by contacting Customer Support, so we can take appropriate action. We want everyone who uses Deliveroo to have a great experience, and being respectful to one another is key. 

Be prompt: When you receive a notification that your rider is on their way to you, please ensure that you are ready to collect your food at the time indicated in the app. This is so that our riders do not have to spend time waiting around for customers to come and collect their food when they could be working. Additionally, we ask that you use ‘Delivery notes’ at checkout to indicate where you would like your food to be delivered to, so that your rider does not have to search for your location.

Fraud: Fraudulent activity undermines the trust that we have built with our community. Committing fraud is a criminal offence. We have a number of measures in place to monitor fraudulent activity from customers, as well as riders and restaurants and grocery partners. If an account is found or suspected to be engaging in fraudulent activity, we will take action which may result in:

  • Deactivation of your Deliveroo account; and/or
  • Escalation to the relevant authorities. 

How we investigate potential infringement 

If we are made aware of a customer who is acting in breach of these guidelines, we will investigate the report before taking any action on the account. These investigations are always led by someone on our team, and customers will always be notified if we decide to take any action. We have shared similar guidelines with riders, which you can read about here, and restaurants and grocery partners, which you can read about here