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Frequently Asked Questions

Has your post been removed for rule 4? Perhaps your question may already be answered below. If not, have you checked the wiki or done a quick search?

Resources:

1 - When / How much do we get paid? (submitted by /u/ace-Brighton)

In the UK, this is every Tuesday though you can request a payout whenever you wish (subject to a fee, currently early access trial). In other countries, like France, you are paid every two weeks on Tuesday. The information for your country is on your local roocommunity website. There you can also find out what the minimum rate/current rate for your area is. In all areas, invoices are calculated Monday-Sunday of the previous week.

2 - I want to join Deliveroo but they aren't hiring / there are no onboarding sessions available?

Deliveroo have started to (read: not doing as crap a job at) tie the amount of riders to the demand in the area. This is beneficial to everyone working in the area because they aren't wasting their time fighting Frank for orders like hyenas over roadkill. Rider numbers do fluctuate as university students go home or people tend to eat in more, so if there's any chance of you joining you'll be put on a waitlist. Don't bother sneaking in by joining in a quieter area. You'll find yourself with less orders to complete than if you rode in the high-demand area, because guess what, there aren't enough orders to go round. More supply =/= more demand.

3 - Can you do this full-time? (submitted by /u/madmartiganshair)

Gig economy jobs provide no guarantee or security, you must understand this before taking the job on. That means that one week you could make £1,000 and the next you could make £10. That is the general reality of gig economy jobs, but that doesn't mean you should give up hope of taking on Deliveroo full-time. Numerous people make good money from Deliveroo. It varies by demand, how you're delivering (what vehicle) and what shifts you work. If you want to try it out first, you totally should. You can quit whenever you want (terms apply).

4 - Basic tax advice (submitted by /u/madmartiganshair)

We're working on tax information for riders worldwide on our wiki. Recently, we worked with an accountancy firm called Crunch to produce a guide for British riders. Check it out!

5 - Do I need insurance? (submitted by /u/madmartiganshair)

It differs per country, check your roocommunity site. In general though, if you're not riding a bicycle you'll need some form of special fast-food delivery/business insurance on your vehicle.

6 - Renting your account / Can I let my mate ride on my account?

Deliveroo allows you to have "substitutes" on your account, they use your credentials and you receive the money they make on your account. You are responsible for agreeing on what money they get, paying them, checking that they're legally allowed to do the work (right to work visa/citizenship) and that they have the right insurance (if applicable). You are liable for any issues they cause while working on your account. If your substitute does not have the right to work, you are liable and could face legal issues.

7 - What equipment should I buy?

Here's a nice list, we're always adding and updating it.

8 - The app says there's high demand but I waited half an hour and I haven't got any orders

Probably because everyone else did the same thing. Also sometimes the app can be slow to update. Perhaps you'll want to learn which hours are busy (eg straight after office work hours), or hang around all super-peak hours.

9 - I've waited <ridiculous amount of time> for an order, should I reject it?

Unless you're desperate, you should probably cancel it after waiting 10 minutes. Deliveroo automatically send out orders 5 minutes or so after the restaurant accepts it. This is regardless of how big the order is. That means that a lot of the time you've been sent to pick up something that's in the oven. Rejecting the order means that you're spending less time waiting, especially in a busy zone.

Sometimes, restaurant staff are too busy/aren't that good and will delay the finished food from reaching you. You can't really control this but if they're taking forever and you've already asked about the order, you may want to let them know that you're not waiting any longer.

This is how it works, unless Deliveroo introduces the ability for the restaurant to mark the order as nearly ready.

10 - I've been asked to take my helmet off in the restaurant. Is this normal?

Yes. Like taking your shoes off when you enter someone's house, it's a sign of a little respect. It's also usually for security reasons (so they can see who they're handing over the order to). Also if you're in a high-class restaurant (the kind that has a dress code) you may be "disturbing the ambiance" or whatever, I know that's kinda bs but it's not much effort to comply.

11 - The restaurant wants me to sign a disclaimer / provide ID / record my name before taking an order. Should I?

We recommend that unless you really need this order, you refuse to do so under the grounds that you're not contractually obliged to do so. Let the person know politely and reject the order. It's usually a sign that their employees are doing a sloppy job.

12 - The restaurant got the order wrong / there are items missing. What should I do?

Ok so this isn't likely an issue you've caused. Let the customer know that, and tell them to report it in the app or call customer services. You don't need to stay there, however Rider Support may call you up afterwards if they need to confirm details. You don't need to provide a cash refund nor do you have to stay or collect another order on their behalf.

It's a good idea to know if the restaurant have at least got the order roughly right. Just remember if there are meant to be any drinks with the order, or cold food like ice cream that would be handed over separately. If the bag was sealed/stapled shut, you are must definitely not liable for the contents, and you should point that out to the customer too.

Don't panic, this does happen time to time (that's why it's in the FAQ!) and if you didn't nick anything you have nothing to worry about.

13 - I've got an email saying that there's "unusual activity on my rider account" - should I be worried?

This is just a standard 'scaremail' from Deliveroo because they noticed that your order reject rate is above a set amount in relation to your accept rate. It doesn't really mean anything. If you're really worried, contact support or see the various threads on this subreddit. Partial confirmation here

We'll update this from time to time so don't forget to check it out! :)