Terms

These terms apply to your access to and use of Delivery Service on www.deliveroo.co.uk and our mobile app (the Platform). This service is provided by Deliveroo or us (Roofoods Ltd company number 08167130). Roofoods Ltd’s registered address is The River Building, Level 1 Cannon Bridge House, 1 Cousin Lane, London EC4R 3TE. 

By clicking “Accept” or by accepting a Delivery order on the Platform you confirm that:

• You have authority to do so and to bind the person or company you are accepting for.
• You accept our offer to provide the Delivery Service on these terms.
• You agree to and will comply in full with these terms. 
• Your satisfactory completion of certain checks (including ID and food hygiene rating checks) required by Deliveroo from time to time is a condition of this contract coming into effect.

This forms a contract between you and Deliveroo, which commences on the later of the date of your acceptance and the date on which you have completed Deliveroo’s onboarding checks from time to time to Deliveroo’s satisfaction. You should save a copy of these terms for your records.  We may make changes to these terms, so check back here from time to time. We’ll notify you of material changes before they happen. If you access or use the Delivery Service after being notified of a change, you’re deemed to have accepted that change.

You can procure other services (e.g. Marketplace+ or Pickup) from Deliveroo by agreeing and entering into a separate contract with us. Each additional contract entered into by you and Deliveroo shall form a separate agreement.

If you have questions about these terms or our Delivery Service please contact us through Restaurant Hub, either by submitting a "Help" form or by using Live Chat. You may also find answers to your questions here. 

If we need to contact you, we’ll do so via the email address you have provided to us.

What is Delivery Service

Through its Delivery Service, Deliveroo will provide you with a real-time ordering process that enables customers to place orders with you for delivery on the Platform in the UK (Delivery Orders) from the site/s that you have chosen and we that have agreed to provide Delivery Services to (the Sites). We may agree to amend the Sites from time to time. Deliveroo will also provide Delivery Services and Customer Support Services for your Delivery Orders - see more on this below. 

By signing up to Delivery Service, you authorise Deliveroo to act as your agent to solicit, promote and conclude contracts for Delivery Service orders in your name and on your behalf, and to collect customer payments owed to you in respect of those orders. 

Customer payments made in respect of orders placed with you through the Delivery Service will be held by Deliveroo on your behalf; payment to Deliveroo settles the customer’s payment obligation to you for these orders. 

Delivery Service Fees 

Your use of Delivery Service is subject to our applicable service fee from time to time. Our service fee is calculated as a percentage of GMV (inclusive of VAT) per order, plus VAT at the prevailing rate (Delivery Service Fee).  

We will pay you an amount equal to the GMV for your Delivery Orders during the relevant payment period, less the Delivery Service Fee, less any relevant adjustments for refunds paid to customers during the relevant payment period.

You will receive payments from us in accordance with our payment terms applicable in the country you operate in from time to time.  We’ll make this payment by electronic bank transfer to the bank account you have nominated. You must cooperate with us so that we can comply with our VAT accounting obligations. 

What we will do 

• If you are new to Deliveroo, when you accept these terms we will onboard you onto our Platform (including, if applicable, providing the equipment to you - see below). You agree that we may subcontract part of the onboarding process.
• We will, subject to our rights to suspend your use of Delivery Service under these terms, display your site/s and menu items on the Platform as available for Delivery Orders.
• We will facilitate and implement a real-time ordering process which will enable customers to place and pay for Delivery Orders on the Platform.
• Provide support services for customers to deal with complaints or enquiries relating to Delivery Orders (Customer Support Service) through a professionally manned contact centre at no further cost to you.
• Procure the delivery of Delivery Orders from you to the customer (Delivery Services) using delivery riders authorised by Deliveroo to carry out the Delivery Services (Riders).

What you must do

You must:

Onboarding and set-up

• Comply with our Food Hygiene and Safety Policy.
• Provide all information, materials and assistance reasonably required by Deliveroo to onboard you to the Platform or launch Delivery Service for you.  You must ensure that the information you provide to Deliveroo and customers in or in respect of your use of Delivery Service is complete and accurate in all material respects.
• If you are new to the Platform, provide us with accurate descriptions of menu items to be offered in Delivery Service (including any relevant allergen advice and applicable VAT amounts). You agree that

(a) We may make limited and reasonable edits to menu item descriptions from time to time (including where legally required); and

(b) To ensure a great customer experience the prices for the menu items you provide for display on the Platform should be the same as the prices for menu items published in your dine-in or in-store menu.

• Display any Delivery Service signage provided by Deliveroo in accordance with our instructions.

Use of Delivery Service 

• Keep your menu up to date - by giving us at least three days’ notice of changes you require us to make for you or by making your own changes through Menu Manager. 
• Ensure that all relevant menu items are available to be ordered by a customer in a Delivery Order during your opening hours, and accept and reject Delivery Service orders as appropriate. Each Delivery Order must meet the applicable minimum Delivery Order value from time to time - if it doesn’t, Deliveroo may charge customers an additional fee.
• Ensure that Delivery Orders are prepared using all due skill, care and diligence in line with best practice in your industry. 
• Ensure that all Delivery Orders are packaged in a way that avoids tampering, minimises spillages, and maintains the order at an appropriate temperature.
• Prepare Delivery Orders promptly, accurately and in accordance with the timescales communicated via the Platform. In particular, you must ensure that menu items:

(a) correspond with the descriptions on the Platform (including indications that particular menu items are gluten free, nut free, or are suitable for vegetarians and/or vegans);

(b) are not harmful to health or the environment;

(c) have been properly cooked or prepared and are otherwise safe, fit for transportation and consumption and palatable;

(d) are safely, securely and appropriately packaged at all times (including as reasonably required to withstand delivery); and 

(e) are at an appropriate temperature for consumption by the customer.

• Take account of any information relating to customer allergies provided with the Delivery Order.
• Ensure that Delivery Orders are available for collection by our Riders in a timely manner.
• Ensure that the order number on the Delivery Order packaging corresponds with the order number provided by Deliveroo before the Delivery Order is handed over to the relevant Rider.
• Provide each customer with an official receipt for their Delivery Order (and a VAT receipt, if applicable) if requested. 

Service Standards

• Use reasonable endeavours to reject less than 1% of Delivery Orders received through the Platform.
• Use reasonable endeavours to ensure that Delivery Orders are available for collection by our Riders at the time communicated on the Platform and to keep Riders waiting for Delivery Orders for no longer than five minutes.
• Use reasonable endeavours to ensure that no more than 1% of Delivery Orders contain errors.
• You should be available for orders for 98% of your opening hours on the Platform. 

General Requirements

• Maintain the security and confidentiality of any access credentials we provide to you at all times. You are responsible for the actions of any person using your access credentials.
• Comply with all applicable laws and licensing, registration and approvals requirements at all times, and any and all Deliveroo policies made available to you from time to time.
• Without prejudice to your general obligation above, you warrant that you have not and will not do anything that breaches any applicable code and/or sanction relating to the prevention or prohibition of bribery, money laundering and similar activities. You must immediately notify Deliveroo if you become aware of any breach of this clause.
• Without prejudice to your general obligation above, you shall comply, and procure that all of your employees, contractors, agents and representatives comply, with applicable anti-slavery laws, as relevant to your use of Delivery Service and your fulfilment of Delivery Orders. You must use reasonable endeavours on a continuing basis to ensure that no form of slavery is takes place in your supply chains.
• Cooperate with Deliveroo and provide, in a timely manner, such assistance and information as Deliveroo may reasonably require. 

Equipment and joining fees

You will need a tablet and a printer to start accepting Delivery Orders.  If you’re an existing customer, you can use your existing equipment. 

For new customers, when signing up you will be given two options for equipment (you can find the latest pricing for each on our sign-up pages). Each option is subject to a one-off joining fee.  

• You can use your own device (which you are responsible for obtaining and maintaining). 
• You can lease a Deliveroo device. The risk in the device passes from us to you upon installation. We retain title to the device at all times. You must let us know of any faults with, or damage to, the device and give us access to your site during normal business hours to inspect, clean, repair, replace or remove the device. We may charge a reasonable fee for repairing or replacing a device. You must comply with our Equipment Policy.

We will make software  available to you to use on the equipment so that you can use Delivery Service. This software constitutes Deliveroo IP (see below) and it remains our property at all times. You must promptly implement any patches, updates, upgrades and/or new versions of such software that we release from time to time.

Intellectual property

All rights, title and interest in and to Restaurant Hub, any software we provide for your use and any other materials we provide to you under or in connection with these terms are and shall at all times remain Deliveroo’s intellectual property (Deliveroo IP). We grant you a limited, non-exclusive, non-transferrable, non-sublicensable, revocable licence to use the Deliveroo IP  in the country you operate in during the Term for the sole purpose of using Delivery Service. 

You must not (and shall not permit any third party to):  

• copy, adapt, reverse engineer, decompile, modify or make error corrections to any Deliveroo IP other than with our express prior written consent;
• breach, disable, tamper with, or develop or use any workaround for any security measure in any Deliveroo IP or otherwise do anything that disrupts any Deliveroo IP, Deliveroo or any person.

Deliveroo grants you a non-exclusive, royalty-free, non-sublicensable, non-transferable licence to use Deliveroo branding, which includes the “Deliveroo” logo, name and/or website address for the Term  in the country you operate in to allow you to advertise Delivery Service at your sites. You must comply with any Deliveroo policy issued from time to time.

You grant us and our affiliates a non-exclusive, royalty-free licence to use your branding which includes your logos, name and website address(es) for the Term  in the country you operate in. You warrant and undertake that your branding does not and will not infringe any third party intellectual property rights.  We can use your branding on the Platform, for marketing purposes and as reasonably necessary to provide Delivery Service.

Except for these limited licences:

• Deliveroo retains ownership of and all rights in and to Deliveroo branding; and
• You retain ownership of and all rights in and to your branding. 

We may collect data about your use of Delivery Service. By using Delivery Service you agree to us collecting and using this information. We may use this information for various purposes, including to improve, maintain, protect and develop our products, and to provide Services to you.

Suspension and termination

We may suspend your use of the Platform on giving you notice if we know or suspect you have breached these terms, or if we otherwise consider suspension reasonably necessary taking account of all relevant circumstances. 

We will give you the reasons for the suspension where permitted by law. We will maintain the suspension until you have remedied the breach to our reasonable satisfaction or we no longer consider the suspension necessary in the circumstances.

These terms take effect on acceptance (see above) and continue until terminated by either party giving 30 days’ written notice to the other. If permitted by law and where we consider immediate termination necessary in the circumstances, we may give you written notice to terminate these terms with immediate effect. 

Legal terms

SAVE AS SET OUT BELOW, WE EXCLUDE ALL LIABILITY TO THE MAXIMUM EXTENT PERMITTED BY LAW. WE HAVE NO LIABILITY FOR INCIDENTAL, CONSEQUENTIAL, DIRECT, INDIRECT OR SPECIAL DAMAGES OF ANY KIND OR FOR LOSS OF PROFITS, REVENUE OR BUSINESS ARISING OUT OF OR RELATING TO DELIVERY SERVICE, ORDERS PLACED BY CUSTOMERS USING DELIVERY SERVICE OR THESE TERMS.

Deliveroo will be responsible for customer claims that a Delivery Order has been spilled or crushed in the course of the Delivery Services or that it is not an appropriate temperature for consumption on delivery where the Delivery Services took more than 15 minutes (except where the Delivery Order wasn’t packaged in accordance with these terms). 

Customers may be eligible for compensation in respect of a Delivery Order. Deliveroo will determine this in accordance with its Complaints Matrix from time to time.  Refunds for which you are responsible under our Complaints Matrix will be deducted from our payment to you.

DELIVERY SERVICE IS OTHERWISE PROVIDED AS-IS. WE DISCLAIM ALL WARRANTIES AND CONDITIONS, EXPRESS, IMPLIED, OR STATUTORY, WITH RESPECT TO DELIVERY SERVICE INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, QUIET ENJOYMENT, AND NON INFRINGEMENT OF THIRD-PARTY RIGHTS.

Each party shall not at any time during this agreement and for a period of two years after termination of this agreement, use or disclose to any person any confidential information concerning the business, affairs, customers, clients or suppliers of the other party, except as necessary to perform its obligations or exercise its rights under these terms. A party may disclose the other’s confidential information if required by law, provided it notifies the other in advance where permitted. 

These terms are the entire agreement between us in relation to Delivery Service. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation based on any statement in these terms.

A delay in enforcing these terms is not a waiver. If part of these terms is found to be illegal or unenforceable, the rest of the terms remain in force. These terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999. Neither of us will be in breach of these terms or liable for delay in performing, or failure to perform, any of its obligations under these terms if the delay or failure results from events, circumstances or causes beyond our reasonable control.

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction in respect of any dispute or claim arising out of or in connection with these terms. If you wish to raise a dispute in connection with these terms you may do so in connection with our Support Policy. 

Data protection

We will each comply with the following with respect to data protection.

1. DEFINED TERMS

Controller, Data Subject, Personal Data and processing all have the meanings given to them in DP Laws (and related terms like process have corresponding meanings).

Complaint a notice, complaint or request relating to the obligations of either party under DP Laws that is relevant to the Protected Data.

Data Subject Request a Data Subject’s request to exercise their rights under DP Laws.

DP Laws any law, enactment, regulation, regulatory policy, by law, ordinance or subordinate legislation relating to the processing, privacy, and use of Personal Data, that applies to the Partner, Deliveroo and/or the Delivery Service, including (a) any laws or regulations implementing EU Directives 95/46/EC (Data Protection Directive) or 2002/58/EC (ePrivacy Directive); and (b) the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and all relevant Member State laws giving effect to or corresponding with the GDPR, in each case, as in force and applicable.

Protected Data Personal Data received from or on behalf of the Customer for the purposes of placing a Delivery Service order.

Supervisory Authority any local, national or multinational agency, department, official, parliament, public or statutory person or any government or professional body, regulatory or supervisory authority, board or other body responsible for administering DP Laws. 

2. USE OF PROTECTED DATA

We will give you the details of the customer’s Delivery Service order to allow you to process and fulfil it (Order Info).  You must not access or use any Order Info for any purpose other than the fulfilment of the Delivery Service order to which it relates in accordance with these terms.

We will also provide access to Protected Data at your request if you reasonably require access to deal with a customer Complaint or respond to a Data Subject Request.

3. PROTECTED DATA OBLIGATIONS

The parties acknowledge and agree that, in respect of the Protected Data, each party is an independent controller. Each party shall comply with DP Laws and its obligations under these terms in connection with the access to and use of Protected Data. 

Each party may deal at its discretion with all Data Subject Requests and Complaints that it receives directly from a Data Subject or the person making the Complaint.

Each party agrees to provide reasonable and prompt assistance to the other party as necessary to assist the other party to ensure compliance with its obligations under DP Laws and enable the other party to comply with Data Subject Requests and/or respond to other queries or Complaints received from Data Subjects or Supervisory Authorities, in each case related to the Protected Data.

To the extent permitted by law, you must not issue any public statement or notification about Protected Data without first obtaining Deliveroo’s consent.

Last updated: 14 January 2021

These terms

These terms apply to your access to and use of Deliveroo’s Marketplace+ Service on www.deliveroo.co.uk and our mobile app (the Platform). This service is provided by Deliveroo or us (Roofoods Ltd company number 08167130). Roofoods Ltd’s registered address is The River Building, Level 1 Cannon Bridge House, 1 Cousin Lane, London EC4R 3TE. 

By clicking “Accept” or by accepting a ‘Delivery’ order on the Platform you confirm that:

• You have authority to do so and to bind the person or company you are accepting for.
• You accept our offer to provide the Marketplace+ Service on these terms.
• You agree to and will comply in full with these terms. 
• Your satisfactory completion of certain checks (including ID and food hygiene rating checks) required by Deliveroo from time to time is a condition of this contract coming into effect.

This forms a contract between you and Deliveroo, which commences on the later of the date of your acceptance and the date on which you have completed Deliveroo’s onboarding checks from time to time to Deliveroo’s satisfaction. You should save a copy of these terms for your records.  We may make changes to these terms, so check back here from time to time. We’ll notify you of material changes before they happen. If you access or use the Marketplace+ Service after being notified of a change, you’re deemed to have accepted that change.

You can procure other services (e.g. Delivery Service or Pickup) from Deliveroo by agreeing and entering into a separate contract with us. Each additional contract entered into by you and Deliveroo shall form a separate agreement.

If you have questions about these terms or our Marketplace+ Service please contact us through Restaurant Hub, either by submitting a "Help" form or by using Live Chat. You may also find answers to your questions here. 

If we need to contact you, we’ll do so via the email address you have provided to us.

What is Marketplace+

Through its Marketplace+ Service, Deliveroo will provide you with an online ordering process that enables customers to place orders with you for delivery on the Platform in the UK (Delivery Orders) from the site/s that you have chosen and we that have agreed to provide Marketplace+ Services to (the Sites). The Delivery Orders will be delivered by your own fleet of delivery riders (Riders). We may agree to amend the Sites from time to time. Deliveroo will also provide Customer Support Services for your Delivery Orders - see more on this below. 

By signing up to Marketplace+ Service, you authorise Deliveroo to act as your agent to solicit, promote and conclude contracts for Marketplace+ Service orders in your name and on your behalf, and to collect customer payments owed to you in respect of those orders. 

Customer payments made in respect of orders placed with you through the Marketplace+ Service will be held by Deliveroo on your behalf; payment to Deliveroo settles the customer’s payment obligation to you for these orders. 

Marketplace+ Service Fees 

Your use of Marketplace+ Service is subject to our applicable service fee from time to time. Our service fee is calculated as a percentage of GMV (inclusive of VAT) per order, plus VAT at the prevailing rate (Marketplace+ Service Fee).  

We will pay you an amount equal to the GMV for your Delivery Orders during the relevant payment period, less the Marketplace+ Service Fee, less any relevant adjustments for refunds paid to customers during the relevant payment period.

You will receive payments from us in accordance with our payment terms applicable in the country you operate in from time to time.  We’ll make this payment by electronic bank transfer to the bank account you have nominated. You must cooperate with us so that we can comply with our VAT accounting obligations. 

What we will do 

• If you are new to Deliveroo, when you accept these terms we will onboard you onto our Platform (including, if applicable, providing the equipment to you - see below). You agree that we may subcontract part of the onboarding process. 
• We will, subject to our rights to suspend your use of Marketplace+ Service under these terms, display your site/s and menu items on the Platform as available for Delivery Orders.
• We will facilitate and implement an online ordering process which will enable customers to place and pay for Delivery Orders on the Platform (Marketplace+ Services).
• Provide support services for customers to deal with complaints or enquiries relating to Delivery Orders (Customer Support Service) through a professionally manned contact centre at no further cost to you.

What you must do

You must:

Onboarding and set-up

• Comply with our Food Hygiene and Safety Policy.
• Provide all information, materials and assistance reasonably required by Deliveroo to onboard you to the Platform or launch Marketplace+ Service for you.  You must ensure that the information you provide to Deliveroo and customers in or in respect of your use of Marketplace+ Service is complete and accurate in all material respects.
• If you are new to the Platform, provide us with accurate descriptions of menu items to be offered in Marketplace+ Service (including any relevant allergen advice and applicable VAT amounts). You agree that 

(a) We may make limited and reasonable edits to menu item descriptions from time to time (including where legally required); 

(b) To ensure a great customer experience, the prices for the menu items you provide for display on the Platform should be the same as the prices for menu items published in your dine-in or in-store menu.

• Display any Marketplace+ Service signage provided by Deliveroo in accordance with our instructions.
• You are responsible for setting the fee that consumers pay for delivery and the delivery radius within which your riders will deliver Delivery Orders.

Use of Marketplace+ Service 

• Keep your menu up to date - by giving us at least three days’ notice of changes you require us to make for you or by making your own changes through Menu Manager.  
• Ensure that all relevant menu items are available to be ordered by a customer in a Delivery Order during your opening hours, and accept and reject Marketplace+ Service orders as appropriate. You are responsible for setting the minimum Delivery Order value.
• Ensure that Delivery Orders are prepared using all due skill, care and diligence in line with best practice in your industry. 
• Ensure that Delivery Orders are packaged in a way that avoids tampering, minimises spillages, and maintains the order at an appropriate temperature.
• Prepare Delivery Orders promptly, accurately and in accordance with the timescales communicated via the Platform. In particular, you must ensure that menu items:

(a) correspond with the descriptions on the Platform (including indications that particular menu items are gluten free, nut free, or are suitable for vegetarians and/or vegans);

(b) are not harmful to health or the environment;

(c) have been properly cooked or prepared and are otherwise safe, fit for transportation and consumption and palatable;

(d) are safely, securely and appropriately packaged at all times (including as reasonably required to withstand delivery); and 

(e) are at an appropriate temperature for consumption by the customer.

• Take account of any information relating to customer allergies provided with the Delivery Order.
• Ensure that the order number on the Delivery Order packaging corresponds with the order number provided by Deliveroo before the Delivery Order is handed over to the relevant Rider.
• Ensure that your Riders deliver the orders to the address specified in a professional manner.
• Provide each customer with an official receipt for their Delivery Order (and a VAT receipt, if applicable) if requested.  

Service Standards

• Use reasonable endeavours to reject less than 1% of Delivery Orders received through the Platform.
• Use reasonable endeavours to ensure that Delivery Orders are available for collection by your Riders at the time communicated on the Platform and to keep Riders waiting for Delivery Orders for no longer than five minutes.
• Use reasonable endeavours to ensure that no more than 1% of Delivery Orders contain errors.
• You should be available for orders for 98% of your opening hours on the Platform. 

General Requirements

• Maintain the security and confidentiality of any access credentials we provide to you at all times. You are responsible for the actions of any person using your access credentials.
• Comply with all applicable laws and licensing, registration and approvals requirements at all times, and any and all Deliveroo policies made available to you from time to time.
• Without prejudice to your general obligation above, you warrant that you have not and will not do anything that breaches any applicable code and/or sanction relating to the prevention or prohibition of bribery, money laundering and similar activities. You must immediately notify Deliveroo if you become aware of any breach of this clause. 
• Without prejudice to your general obligation above, you shall comply, and procure that all of your employees, contractors, agents and representatives comply, with applicable anti-slavery laws, as relevant to your use of Marketplace+ Service and your fulfilment and delivery of Delivery Orders. You must use reasonable endeavours on a continuing basis to ensure that no form of slavery is takes place in your supply chains.
• Cooperate with Deliveroo and provide, in a timely manner, such assistance and information as Deliveroo may reasonably require. 

Equipment and joining fees

You will need a tablet and a printer to start accepting Delivery Orders.  If you’re an existing customer, you can use your existing equipment. 

For new customers, when signing up you will be given two options for equipment (you can find the latest pricing for each on our sign-up pages). Each option is subject to a one-off joining fee.  

• You can use your own device (which you are responsible for obtaining and maintaining). 
• You can lease a Deliveroo device. The risk in the device passes from us to you upon installation. We retain title to the device at all times. You must let us know of any faults with, or damage to, the device and give us access to your site during normal business hours to inspect, clean, repair, replace or remove the device. We may charge a reasonable fee for repairing or replacing a device. You must comply with our Equipment Policy.

We will make software  available to you to use on the equipment so that you can use the Marketplace+ Service. This software constitutes Deliveroo IP (see below) and it remains our property at all times. You must promptly implement any patches, updates, upgrades and/or new versions of such software that we release from time to time.

Intellectual property

All rights, title and interest in and to Restaurant Hub, any software we provide for your use and any other materials we provide to you under or in connection with these terms are and shall at all times remain Deliveroo’s intellectual property (Deliveroo IP). We grant you a limited, non-exclusive, non-transferrable, non-sublicensable, revocable licence to use the Deliveroo IP  in the country you operate in during the Term for the sole purpose of using the Marketplace+ Service. 

You must not (and shall not permit any third party to):  

• copy, adapt, reverse engineer, decompile, modify or make error corrections to any Deliveroo IP other than with our express prior written consent;
• breach, disable, tamper with, or develop or use any workaround for any security measure in any Deliveroo IP or otherwise do anything that disrupts any Deliveroo IP, Deliveroo or any person.

Deliveroo grants you a non-exclusive, royalty-free, non-sublicensable, non-transferable licence to use Deliveroo branding, which includes the “Deliveroo” logo, name and/or website address for the Term  in the country you operate in to allow you to advertise Marketplace+ Service at your sites. You must comply with any Deliveroo policy issued from time to time.

You grant us and our affiliates a non-exclusive, royalty-free licence to use your branding which includes your logos, name and website address(es) for the Term  in the country you operate in. You warrant and undertake that your branding does not and will not infringe any third party intellectual property rights.  We can use your branding on the Platform, for marketing purposes and as reasonably necessary to provide Marketplace+ Service.

Except for these limited licences:

• Deliveroo retains ownership of and all rights in and to Deliveroo branding; and
• You retain ownership of and all rights in and to your branding. 

We may collect data about your use of Marketplace+ Service. By using Marketplace+ Service you agree to us collecting and using this information. We may use this information for various purposes, including to improve, maintain, protect and develop our products, and to provide Services to you.

Suspension and termination

We may suspend your use of the Platform on giving you notice if we know or suspect you have breached these terms, or if we otherwise consider suspension reasonably necessary taking account of all relevant circumstances. 

We will give you the reasons for the suspension where permitted by law. We will maintain the suspension until you have remedied the breach to our reasonable satisfaction or we no longer consider the suspension necessary in the circumstances.

These terms take effect on acceptance (see above) and continue until terminated by either party giving 30 days’ written notice to the other. If permitted by law and where we consider immediate termination necessary in the circumstances, we may give you written notice to terminate these terms with immediate effect. 

Legal terms 

SAVE AS SET OUT BELOW, WE EXCLUDE ALL LIABILITY TO THE MAXIMUM EXTENT PERMITTED BY LAW. WE HAVE NO LIABILITY FOR INCIDENTAL, CONSEQUENTIAL, DIRECT, INDIRECT OR SPECIAL DAMAGES OF ANY KIND OR FOR LOSS OF PROFITS, REVENUE OR BUSINESS ARISING OUT OF OR RELATING TO MARKETPLACE+ SERVICE, ORDERS PLACED BY CUSTOMERS USING MARKETPLACE+ SERVICE OR THESE TERMS.

Customers may be eligible for compensation in respect of a Delivery Order. Deliveroo will determine this in accordance with its Complaints Matrix from time to time.  Refunds for which you are responsible under our Complaints Matrix will be deducted from our payment to you.

MARKETPLACE+ SERVICE IS OTHERWISE PROVIDED AS-IS. WE DISCLAIM ALL WARRANTIES AND CONDITIONS, EXPRESS, IMPLIED, OR STATUTORY, WITH RESPECT TO MARKETPLACE+ SERVICE INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, QUIET ENJOYMENT, AND NON INFRINGEMENT OF THIRD-PARTY RIGHTS.

Each party shall not at any time during this agreement and for a period of two years after termination of this agreement, use or disclose to any person any confidential information concerning the business, affairs, customers, clients or suppliers of the other party, except as necessary to perform its obligations or exercise its rights under these terms. A party may disclose the other’s confidential information if required by law, provided it notifies the other in advance where permitted. 

These terms are the entire agreement between us in relation to Marketplace+ Service. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation based on any statement in these terms.

A delay in enforcing these terms is not a waiver. If part of these terms is found to be illegal or unenforceable, the rest of the terms remain in force. These terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999. Neither of us will be in breach of these terms or liable for delay in performing, or failure to perform, any of its obligations under these terms if the delay or failure results from events, circumstances or causes beyond our reasonable control.

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction in respect of any dispute or claim arising out of or in connection with these terms. If you wish to raise a dispute in connection with these terms you may do so in connection with our Support Policy. 

Data protection 

We will each comply with the following with respect to data protection.

1. DEFINED TERMS

Controller, Data Subject, Personal Data and processing all have the meanings given to them in DP Laws (and related terms like process have corresponding meanings).

Complaint a notice, complaint or request relating to the obligations of either party under DP Laws that is relevant to the Protected Data.

Data Subject Request a Data Subject’s request to exercise their rights under DP Laws.

DP Laws any law, enactment, regulation, regulatory policy, by law, ordinance or subordinate legislation relating to the processing, privacy, and use of Personal Data, that applies to the Partner, Deliveroo and/or the Marketplace+ Service, including (a) any laws or regulations implementing EU Directives 95/46/EC (Data Protection Directive) or 2002/58/EC (ePrivacy Directive); and (b) the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and all relevant Member State laws giving effect to or corresponding with the GDPR, in each case, as in force and applicable.

Protected Data Personal Data received from or on behalf of the Customer for the purposes of placing a Marketplace+ Service order.

Supervisory Authority any local, national or multinational agency, department, official, parliament, public or statutory person or any government or professional body, regulatory or supervisory authority, board or other body responsible for administering DP Laws. 

2. USE OF PROTECTED DATA

We will give you the details of the customer’s Marketplace+ Service order to allow you to process and fulfil it (Order Info).  You must not access or use any Order Info for any purpose other than the fulfilment of the Marketplace+ Service order to which it relates in accordance with these terms.

We will also provide access to Protected Data at your request if you reasonably require access to deal with a customer Complaint or respond to a Data Subject Request.

3. PROTECTED DATA OBLIGATIONS

The parties acknowledge and agree that, in respect of the Protected Data, each party is an independent controller. Each party shall comply with DP Laws and its obligations under these terms in connection with the access to and use of Protected Data. 

Each party may deal at its discretion with all Data Subject Requests and Complaints that it receives directly from a Data Subject or the person making the Complaint.

Each party agrees to provide reasonable and prompt assistance to the other party as necessary to assist the other party to ensure compliance with its obligations under DP Laws and enable the other party to comply with Data Subject Requests and/or respond to other queries or Complaints received from Data Subjects or Supervisory Authorities, in each case related to the Protected Data.

To the extent permitted by law, you must not issue any public statement or notification about Protected Data without first obtaining Deliveroo’s consent.

Last updated: 14 January 2021

These terms

These terms apply to your access to and use of Pickup on www.deliveroo.co.uk and our mobile app (the Platform). Pickup is provided by Deliveroo or us (Roofoods Ltd, company number 08167130). Our registered address is The River Building, Level 1 Cannon Bridge House, 1 Cousin Lane, London EC4R 3TE.

By clicking “Accept” or by accepting a Pickup order on the Platform you confirm that:

• You have authority to do so and to bind the person or company you are accepting for.
• You accept our offer to provide Pickup on these terms.
• You agree to and will comply in full with these terms. 
• Your satisfactory completion of certain checks (including ID and food hygiene rating checks) required by Deliveroo from time to time is a condition of this contract coming into effect.

This forms a contract between you and Deliveroo, which commences on the later of the date of your acceptance and the date on which you have completed Deliveroo’s onboarding checks from time to time to Deliveroo’s satisfaction.  You should save a copy of these terms for your records.  We may make changes to these terms, so check back here from time to time. We’ll notify you of material changes before they happen. If you access or use Pickup after being notified of a change, you’re deemed to have accepted that change.

You can procure other services (e.g. Delivery or Marketplace+) from Deliveroo by agreeing and entering into a separate contract with us. Each additional contract entered into by you and Deliveroo shall form a separate agreement.

If you have questions about these terms or Pickup please contact us through Restaurant Hub, either by submitting a "Help" form or by using Live Chat. You may also find answers to your questions here. 

If we need to contact you, we’ll do so via the email address you have provided to us.

What is Pickup

Pickup allows customers to place an order on the Platform and pick it up from your site in the UK (Pickup Orders). You can learn more about Pickup here. 

By signing up to Pickup, you authorise Deliveroo to act as your agent to solicit, promote and conclude contracts for Pickup Orders in your name and on your behalf and to collect customer payments owed to you in respect of those orders. 

Pickup Service Fee 

Your use of Pickup is subject to our applicable service fee from time to time. Our service fee is calculated as a percentage of GMV (inclusive of VAT) per order, plus VAT at the prevailing rate (Pickup Service Fee).  

We will pay you an amount equal to the GMV for your Pickup Orders during the relevant payment period, less the Pickup Service Fee, less any relevant adjustments for refunds paid to customers during the relevant payment period.

You will receive payments from us in accordance with our payment terms applicable in the country you operate in from time to time.  We’ll make this payment by electronic bank transfer to the bank account you have nominated. You must cooperate with us so that we can comply with our VAT accounting obligations. 

What we will do

• If you are new to Deliveroo, when you accept these terms we will onboard you onto our Platform. You agree that we may subcontract part of the onboarding process.
• We will, subject to our rights to suspend your use of Pickup under these terms, display your site/s and menu items on the Platform as available for Pickup orders.
• We will facilitate and implement a real-time ordering process which will enable customers to place and pay for Pickup orders on the Platform.
• Provide support services for customers to deal with complaints or enquiries relating to Pickup Orders through a professionally manned contact centre at no further cost to you.

What you must do

You must:

Onboarding and set-up

• Comply with our Food Hygiene and Safety Policy.
• Provide all information, materials and assistance reasonably required by Deliveroo to onboard you to the Platform or launch Pickup for you.  You must ensure that the information you provide to Deliveroo and customers in or in respect of your use of Pickup is complete and accurate in all material respects.
• If you are new to the Platform, provide us with accurate descriptions of menu items to be offered in Pickup (including any relevant allergen advice and applicable VAT amounts). You agree that:

(a) We may make limited and reasonable edits to menu item descriptions from time to time (including where legally required).

(b)  To ensure a great customer experience, the prices for the menu items you provide for display on the Platform should be the same as the prices for menu items published in your dine-in or in-store menu. You agree that if a customer provides us with evidence that, without reference to promotional offers, the price in-restaurant/store is lower than the price of the menu item on the Platform, we will refund the difference to the customer and deduct an amount equal to the refund from the payment we make to you.

• Display any Pickup signage provided by Deliveroo in accordance with our instructions.

Use of Pickup

• Keep your menu up to date - by giving us at least three days’ notice of changes you require us to make for you or by making your own changes through Menu Manager. 
• Ensure that all relevant menu items are available to be ordered by a customer during your opening hours, and accept and reject Pickup Orders as appropriate. You should not accept cash payment for Pickup Orders.
• Ensure that Pickup Orders are prepared using all due skill, care and diligence in line with best practice in your industry. 
• Ensure that all Pickup Orders are packaged in a way that avoids tampering, minimises spillages, and maintains the order at an appropriate temperature.
• Prepare Pickup Orders promptly, accurately and in accordance with the timescales communicated via the Platform. In particular, you must ensure that menu items:

(a) correspond with the descriptions on the Platform (including indications that particular menu items are gluten free, nut free, or are suitable for vegetarians and/or vegans);

(b) are not harmful to health or the environment;

(c) have been properly cooked or prepared and are otherwise safe, fit for transportation and consumption and palatable;

(d) are safely and appropriately served at all times; and 

(e) are at an appropriate temperature for consumption by the customer.

• Take account of any information relating to customer allergies provided with the Pickup order.
• Ensure that Pickup Orders are available for collection by customers in a timely manner. 
• Ensure that the order number on the Pickup Order packaging corresponds with the order number provided by Deliveroo before the Pickup Order is handed over to the relevant Rider.
• Provide each customer with an official receipt for their Pickup order (and a VAT receipt, if applicable) if requested. 
• Ensure that customers are at all times treated in a professional manner by staff and are provided with access to a safe pick up area.

Service Standards

• Use reasonable endeavours to reject less than 1% of Pickup Orders received through the Platform.
• Use reasonable endeavours to ensure that Pickup Orders are available for collection by customers at the time communicated on the Platform and keep customers waiting for Pickup Orders for no longer than five minutes.
• Use reasonable endeavours to ensure that no more than 1% of Pickup Orders contain errors.
• You should be available for orders for 98% of your opening hours on the Platform. 

General Requirements

• Maintain the security and confidentiality of any access credentials we provide to you at all times. You are responsible for the actions of any person using your access credentials.
• Comply with all applicable laws and licensing, registration and approvals requirements at all times, and any and all Deliveroo policies made available to you from time to time.
• Without prejudice to your general obligation above, you warrant that you have not and will not do anything that breaches any applicable code and/or sanction relating to the prevention or prohibition of bribery, money laundering and similar activities. You must immediately notify Deliveroo if you become aware of any breach of this clause.
• Without prejudice to your general obligation above, you shall comply, and procure that all of your employees, contractors, agents and representatives comply, with applicable anti-slavery laws, as relevant to your use of Delivery Service and your fulfilment of Delivery Orders. You must use reasonable endeavours on a continuing basis to ensure that no form of slavery is takes place in your supply chains.
• Cooperate with Deliveroo and provide, in a timely manner, such assistance and information as Deliveroo may reasonably require.

Equipment and joining fees

You will need a tablet and a printer to start accepting Pickup orders.  If you’re an existing customer, you can use your existing equipment. 

For new customers, when signing up you will be given two options for equipment (you can find the latest pricing for each on our sign-up pages). Each option is subject to a one-off joining fee.  

• You can use your own device (which you are responsible for obtaining and maintaining). 
• You can lease a Deliveroo device. The risk in the device passes from us to you upon installation. We retain title to the device at all times. You must let us know of any faults with, or damage to, the device and give us access to your site during normal business hours to inspect, clean, repair, replace or remove the device. We may charge a reasonable fee for repairing or replacing a device. You must comply with our Equipment Policy.

We will make software  available to you to use on the equipment so that you can use Pickup. This software constitutes Deliveroo IP (see below) and it remains our property at all times. You must promptly implement any patches, updates, upgrades and/or new versions of such software that we release from time to time.

Intellectual property

All rights, title and interest in and to Restaurant Hub, any software we provide for your use and any other materials we provide to you under or in connection with these terms are and shall at all times remain Deliveroo’s intellectual property (Deliveroo IP). We grant you a limited, non-exclusive, non-transferrable, non-sublicensable, revocable licence to use the Deliveroo IP  in the country you operate in during the term of our agreement for the sole purpose of using Pickup. 

You must not (and shall not permit any third party to):  

• copy, adapt, reverse engineer, decompile, modify or make error corrections to any Deliveroo IP other than with our express prior written consent;
• breach, disable, tamper with, or develop or use any workaround for any security measure in any Deliveroo IP or otherwise do anything that disrupts any Deliveroo IP, Deliveroo or any person.

Deliveroo grants you a non-exclusive, royalty-free, non-sublicensable, non-transferable licence to use Deliveroo branding, which includes the “Deliveroo” logo, name and/or website address for the Term  in the country you operate in to allow you to advertise Pickup at your sites. You must comply with any Deliveroo policy issued from time to time.

You grant us and our affiliates a non-exclusive, royalty-free licence to use your branding which includes your logos, name and website address(es) for the Term  in the country you operate in. You warrant and undertake that your branding does not and will not infringe any third party intellectual property rights.  We can use your branding on the Platform, for marketing purposes and as reasonably necessary to provide Pickup.

Except for these limited licences:

• Deliveroo retains ownership of and all rights in and to Deliveroo branding; and
• You retain ownership of and all rights in and to your branding. 

We may collect data about your use of Pickup. By using Pickup you agree to us collecting and using this information. We may use this information for various purposes, including to improve, maintain, protect and develop our products, and to provide Services to you.

Suspension and termination

We may suspend your use of the Platform on giving you notice if we know or suspect you have breached these terms, or if we otherwise consider suspension reasonably necessary taking account of all relevant circumstances. 

We will give you the reasons for the suspension where permitted by law. We will maintain the suspension until you have remedied the breach to our reasonable satisfaction or we no longer consider the suspension necessary in the circumstances.

These terms take effect on acceptance (see above) and continue until terminated by either party giving 30 days’ written notice to the other. If permitted by law and where we consider immediate termination necessary in the circumstances, we may give you written notice to terminate these terms with immediate effect. 

Legal terms

WE EXCLUDE ALL LIABILITY TO THE MAXIMUM EXTENT PERMITTED BY LAW. WE HAVE NO LIABILITY FOR INCIDENTAL, CONSEQUENTIAL, DIRECT, INDIRECT OR SPECIAL DAMAGES OF ANY KIND OR FOR LOSS OF PROFITS, REVENUE OR BUSINESS ARISING OUT OF OR RELATING TO PICKUP, ORDERS PLACED BY CUSTOMERS USING PICKUP OR THESE TERMS.

Customers may be eligible for compensation in respect of a Pickup Order. Deliveroo will determine this in accordance with its Complaints Matrix from time to time.  Refunds for which you are responsible under our Complaints Matrix will be deducted from our payment to you.

PICKUP IS PROVIDED AS-IS. WE DISCLAIM ALL WARRANTIES AND CONDITIONS, EXPRESS, IMPLIED, OR STATUTORY, WITH RESPECT TO PICKUP INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, QUIET ENJOYMENT, AND NON INFRINGEMENT OF THIRD-PARTY RIGHTS.

Each party shall not at any time during this agreement and for a period of two years after termination of this agreement, use or disclose to any person any confidential information concerning the business, affairs, customers, clients or suppliers of the other party, except as necessary to perform its obligations or exercise its rights under these terms. A party may disclose the other’s confidential information if required by law, provided it notifies the other in advance where permitted. 

These terms are the entire agreement between us in relation to Pickup. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation based on any statement in these terms.

A delay in enforcing these terms is not a waiver. If part of these terms is found to be illegal or unenforceable, the rest of the terms remain in force. These terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999. Neither of us will be in breach of these terms or liable for delay in performing, or failure to perform, any of its obligations under these terms if the delay or failure results from events, circumstances or causes beyond our reasonable control.

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction in respect out of or in connection with these terms.  If you wish to raise a dispute in connection with these terms you may do so in connection with our Support Policy. 

Data protection

We will each comply with the following with respect to data protection.

1. DEFINED TERMS

Controller, Data Subject, Personal Data and processing all have the meanings given to them in DP Laws (and related terms like process have corresponding meanings).

Complaint a notice, complaint or request relating to the obligations of either party under DP Laws that is relevant to the Protected Data.

Data Subject Request a Data Subject’s request to exercise their rights under DP Laws.

DP Laws any law, enactment, regulation, regulatory policy, by law, ordinance or subordinate legislation relating to the processing, privacy, and use of Personal Data, that applies to the Partner, Deliveroo and/or Pickup, including (a) any laws or regulations implementing EU Directives 95/46/EC (Data Protection Directive) or 2002/58/EC (ePrivacy Directive); and (b) the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and all relevant Member State laws giving effect to or corresponding with the GDPR, in each case, as in force and applicable.

Protected Data Personal Data received from or on behalf of the Customer for the purposes of placing a Pickup Order.

Supervisory Authority any local, national or multinational agency, department, official, parliament, public or statutory person or any government or professional body, regulatory or supervisory authority, board or other body responsible for administering DP Laws. 

2. USE OF PROTECTED DATA

We will give you the details of the customer’s Pickup Order to allow you to process and fulfil it (Order Info).  You must not access or use any Order Info for any purpose other than the fulfilment of the Pickup Order to which it relates in accordance with these terms.

We will also provide access to Protected Data at your request if you reasonably require access to deal with a customer Complaint or respond to a Data Subject Request.

3. PROTECTED DATA OBLIGATIONS

The parties acknowledge and agree that, in respect of the Protected Data, each party is an independent controller. Each party shall comply with DP Laws and its obligations under these terms in connection with the access to and use of Protected Data. 

Each party may deal at its discretion with all Data Subject Requests and Complaints that it receives directly from a Data Subject or the person making the Complaint.

Each party agrees to provide reasonable and prompt assistance to the other party as necessary to assist the other party to ensure compliance with its obligations under DP Laws and enable the other party to comply with Data Subject Requests and/or respond to other queries or Complaints received from Data Subjects or Supervisory Authorities, in each case related to the Protected Data.

To the extent permitted by law, you must not issue any public statement or notification about Protected Data without first obtaining Deliveroo’s consent.

Last updated: 14 January 2021

These terms

These terms apply to your access to and use of Menu Manager, and supplement your existing agreement governing your use of the platform (the Agreement) with Deliveroo or us (Roofoods Ltd, company number 08167130). By clicking “Accept” you agree to use Menu Manager in line with these terms. 

We may make changes to these terms, so check back here from time to time. We’ll notify you of material changes before they happen. If you access or use Menu Manager after being notified of a change, you’re deemed to have accepted the change. These terms are also subject to any separate agreement entered into by you and Deliveroo in relation to your access or use of Menu Manager.

Terms capitalised but not defined in these terms have the meaning given in the Agreement between us. These terms prevail if they are different to that Agreement, but only in respect of your menus and use of Menu Manager. By accepting these terms, you agree that notwithstanding the terms of your Agreement with us:

• Deliveroo won’t launch your sites and menu items on the Deliveroo Platform - you’ll do this yourself. 
• When you’re happy with your menu, you can publish it to the Deliveroo Platform.

What is Menu Manager

Menu Manager enables you to create and/or edit your own menu pages for the Deliveroo Platform (www.deliveroo.co.uk and the UK mobile app). 

Menu Manager is a new feature - we’ve tested it, but it is still developing and improving all the time. As such, Menu Manager may change from time to time. We may discontinue or withdraw certain functions or features. We’ll try and signpost this to you. 

Using Menu Manager

Deliveroo has launched Menu Manager for its UK restaurants and partners. You can use Menu Manager using your Restaurant Hub credentials. You can’t use Menu Manager if you use API integration on the platform.

By using Menu Manager, you acknowledge that you will be amending the information consumers see about your menu items. Your menu updates will go live to consumers on the Deliveroo Platform shortly after you “publish” your edits.  Check your menu edits carefully before publishing!

You are responsible for ensuring the accuracy, completeness and compliance with applicable laws (in particular in respect of providing information required by applicable consumer laws) of all information that you or your employees, agents or representatives input about Menu Items for publication on the Platform - we are not responsible for your use of Menu Manager or the content you upload by using it.

Your use of Menu Manager is subject to your compliance with these terms. If you don't comply with these terms, or any additional terms entered into by you and Deliveroo in relation to your access or use of Menu Manager, we may suspend your access to Menu Manager without notice.

Ensuring high quality menus

We’ve put together this guidance, which you may find useful when putting together your menu. It highlights some tips and tricks that we’ve seen work well with our customers. 

Your menu (including each menu item image and description) must:

• Be clear, accurate, complete and error-free
• Be your own, original content or licensed to you by a third party on terms that let you grant us the rights below. Content you upload must not infringe any third party’s proprietary rights. 
• Meet any requirements in your Agreement with us
• Comply with all applicable legal and regulatory requirements
• Only include products that we permit to be offered on the Deliveroo Platform in the UK, in accordance with any specific requirements we notify you of where any restriction (eg minimum age) applies

If any information uploaded to the Deliveroo Platform using Menu Manager doesn’t comply with these terms or is offensive, illegal, immoral or inappropriate in any way we may remove it or the applicable menu page immediately without notice.

Our team reviews the menus edited or created on Menu Manager. If a menu is not compliant with these terms or our Agreement, we may notify you and ask you to make further edits or we may suspend your relevant site from the Deliveroo Platform (depending on the nature of the concern). We reserve the right to edit menu items for display on the Deliveroo Platform. 

Additional requirements for non-restaurants

If you are a non-restaurant there are a few cases where you need to notify your Deliveroo account manager before changes can be made. In particular, you need to notify your account manager of any of the below changes, and wait for their authorisation before updating in Menu Manager:

• adding any new Menu Items which fall within a category of products you do not already make available on the Platform (for example: fruit and vegetables; personal care products; or alcohol). 
• making any amendment (apart from a price change or non-material Menu Item description change) in respect of an age-restricted Menu Item or any Menu Item in respect of which sales are otherwise regulated (including medicines).

If you don’t follow this process and fail to get authorisation for relevant Menu Manager updates, we may amend or remove the relevant Menu Items, and suspend you from the Deliveroo Platform. 

Rights you grant us

By using Menu Manager you give us permission to use and publish the information and content you submit, including any intellectual property, on the Deliveroo Platform and as necessary for us to provide the Services under the Agreement between us. If a third party owns rights in any information or content you upload to Menu Manager, you must get their permission before you upload it. 

Legal terms

Menu Manager and all intellectual property rights in it are owned by Deliveroo or one of its affiliates. We reserve all rights not expressly granted under these terms. 

We may collect data about your use of Menu Manager. By using Menu Manager, you agree to us collecting and using this information. We may use this information for various purposes, including to improve, maintain, protect and develop our products, and to provide Services to you.

MENU MANAGER IS MADE AVAILABLE “AS IS”. WE ARE NOT OBLIGED TO CORRECT ERRORS OR THE EFFECTS OF ERRORS (INCLUDING RECOVERING LOST DATA) OR PROVIDE TECHNICAL SUPPORT.  WE EXCLUDE ALL LIABILITY TO THE MAXIMUM EXTENT PERMITTED BY LAW. WE HAVE NO LIABILITY FOR INCIDENTAL, CONSEQUENTIAL, DIRECT, INDIRECT OR SPECIAL DAMAGES OF ANY KIND OR FOR LOSS OF PROFITS, REVENUE OR BUSINESS ARISING OUT OF OR RELATING TO MENU MANAGER OR THESE TERMS.

WE DISCLAIM ALL WARRANTIES AND CONDITIONS, EXPRESS, IMPLIED, OR STATUTORY, WITH RESPECT TO MENU MANAGER INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, QUIET ENJOYMENT, AND NON INFRINGEMENT OF THIRD-PARTY RIGHTS.

Any amendment or waiver of these terms needs to be in writing. A delay in enforcing these terms is not a waiver. If part of these terms is found to be illegal or unenforceable, the rest of the terms remain in force. These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction in respect out of or in connection with these terms.

Getting in touch

If you have questions about Menu Manager, please contact us through Restaurant Hub, either by submitting a "Help" form or by using Live Chat. You may also find answers to your questions here.

Last Updated: 11 August 2020

We refer to the agreement(s) between us that relate to the provision by us of Core Services, Marketplace+ Services, Pick-up Services, and/or Editions Services (for the purpose of this amendment only, the “Agreements” and the “Services”, respectively). Pursuant to the provisions in the Agreement that permit us to make amendments that do not materially affect the Services, we are amending the Agreements to alter the payment terms such that you are paid on approximately a weekly basis. For further information about how this change will operate, please see the Help Centre article here.

This amendment sets out the basis on which the Core Services Fees, Marketplace+ Services Fees, Pick-up Services Fees, and/or Editions Services Fees (for the purposes of this amendment only, the “Fees”) and the Menu Items Amount and Restaurant Payments are calculated. 

From 1 September 2020 onwards, and subject to transition periods notified to you:

1. The relevant clauses about the timing of the payment of the Fees are deemed replaced with the following.
2. Fees in your Agreement shall be calculated weekly on the Calculation Day by reference to consecutive periods of approximately the 7 days ending on the Sunday immediately prior to such Calculation Day (or, during the first such period, such period from the commencement of the Agreement ending on the Sunday immediately prior to such Calculation Day) (each, a “Period”)
3. A day shall be regarded as beginning at 00:00 UTC time and ending at 23:59 UTC time;
4. Within 2 Business Days of the Calculation Day, Deliveroo shall:
   
   (i) send or otherwise make available to you a statement summarising the Menu Items ordered from the you during the the relevant Period  (the “Menu Items Amount”)
   
   (ii) send or otherwise make available to you a statement summarising the corresponding amount due to the you, which shall be the Menu Items Amount less the Fees applicable in the Agreement (the “Restaurant Payment” or “Partner Payment” as the case may be); and
   
   (iii) authorise the transfer of the Restaurant Payment or Partner Payment (as the case may be) to you  by electronic bank transfer to a bank account in the Territory nominated by you.

Notwithstanding the above, Deliveroo may make available, and you may elect to apply, alternative arrangements for the Period or the timing of the Restaurant Payment or Partner Payment (as the case may be) from time to time. In the event of any conflict between the terms of such alternative arrangements and these terms, the terms of such alternative arrangements shall prevail. 

“Calculation Day” means the applicable Deliveroo standard day on which Deliveroo calculates payments to restaurants and partners  in the Territory .

Except as set out above, your Agreements with us shall continue in full force and effect. If there is any direct conflict or inconsistency between the terms above and your Agreements, the terms above shall prevail.

Last updated - 31 March 2022

By signing up to be part of Deliveroo Rewards (“Rewards”), and clicking accept you confirm that you:

• have authority to accept and to bind the partner they are accepting for;
• you agree to the following terms and conditions (“Terms”)

These Terms comprise in order of precedence, unless expressly stated otherwise: 

• these Terms;
• your services agreement with us (Services Agreement), which applies only to the extent relevant to your use of Rewards (including in particular confidentiality obligations, governing law and jurisdiction); and
• any additional documentation referenced in these Terms or your Services Agreement.

In these Terms:

• you and your means the person that has entered into the Services Agreement with us, and
• we, us, and our means the Deliveroo party to that Services Agreement; and 
• capitalised terms not otherwise defined have the meaning given in the Services Agreement. 

We may change these Terms or the features and availability of Rewards from time to time, so please ensure you review all information provided regularly. We will endeavour to ensure such changes do not materially adversely affect Rewards live at that time, but reserve the right to make changes on reasonable advance notice, if required by law or to avoid harm to Deliveroo’s business, reputation, Customers or partners. 

The service we provide: We will endeavour to make Rewards available to you in all material respects in accordance with these Terms and place a Rewards badge on your menu on the Deliveroo app. 

Deliveroo Rewards mechanic:

• Customers who place a minimum of three Qualifying Orders with you within a 30 day period will receive a Deliveroo credit (“Reward Credit”), to use against their next order with you The credit is funded by you, and by launching Rewards you agree that Deliveroo may deduct any redeemed Reward Credits from payments due to you. 
• Customers will have a virtual rewards card, which records how many Qualifying Orders they have made (“Rewards Card”). “Qualifying Order” means a paid-for and delivered Deliveroo order of a minimum value of £15.00 (excluding tips, delivery and service fees and other service-related fees). Customers must redeem their reward within 30 days of the Reward Credit being granted. 
• The Reward Credit for Plus Customers is currently £8.00.  The Reward Credit will be redeemable with the customer’s next order from you above £15. 
• The Reward Credit for non-Plus Customers is currently £6.00. The Reward Credit will be redeemable with the customer’s next order from you above £15.

Rewards Platform access: Rewards is accessed through Restaurant Hub  Access to Rewards from Restaurant Hub is currently limited to users listed as “Admin” or “Manager” within Restaurant Hub. It is your responsibility to ensure that only appropriate users hold “Admin” or “Manager” status and that you and all users keep login credentials safe. 

Rewards period: Subject to availability, Rewards will be live from the date and time you click accept on Restaurant Hub, unless terminated or suspended earlier in line with these Terms. Start dates and times refer to the timezone in which the site is located. 

Deliveroo’s rights to modify Rewards: Deliveroo reserves the right to modify features of the Rewards programme at any time by giving you written notice.

Opt-out: You may opt-out from the Rewards programme at any time via Restaurant Hub.  Your Rewards participation will end 30 days after you opt-out and during the notice period Customers may continue to complete their Rewards Cards. Upon termination:

• You must honour all existing Rewards Credit held by Customers at the opting out. 
• Deliveroo will not issue any new Rewards Cards or Rewards to Customers. 
• We will remove the “Rewards” badge from your  Deliveroo menu page 

Termination or suspension: Deliveroo reserves the right to terminate Rewards at any time with 30 days notice, and shall notify you in writing if it does so. In addition, if we believe that your use of Rewards is or may be in breach of law or these Terms we reserve the right to: (i) suspend or terminate your access to Rewards; (ii) suspend you from the Platform; (iii) terminate the Services Agreement; and/or (iv) take such other action as Deliveroo deems reasonable in the circumstances.

Use of Rewards: You must act in good faith, follow good industry practice and comply with Deliveroo’s policies from time to time in respect of Rewards.  You must not do or omit to do anything when using Rewards that is likely to lead to harm to Deliveroo’s business, reputation, partners or Customers. Your use of any Rewards must be compliant with all applicable laws in force from time to time in the locations in which Rewards is used. Any abusive or misleading use of Rewards, for example increasing your prices prior to activating Rewards, may result in your suspension from Rewards and/or the Deliveroo Platform. 

Charges and invoicing:  You are responsible for the cost of any Rewards Credit granted to Customers. Rewards Credit will be deducted from the amounts payable to you under your Services Agreement and will show as an adjustment on your invoice. You will receive a report for each  month in the first week of the next month on the performance of the Rewards feature. 

Availability and performance: Deliveroo makes no warranty or representation about the availability or effectiveness of Rewards. Rewards are provided “as is” and “as available” and all express and implied conditions, warranties and other terms about the availability or performance of Rewards are excluded as far as permitted by law. 

Liability for Rewards: You are responsible for all Rewards Credits granted to Customers. To the fullest extent permitted by law, our liability for Rewards is excluded.  

Our rights:  Any and all intellectual property in or in respect of Rewards are, and will continue to be, owned by Deliveroo. Except as granted in these Terms, we do not grant you any rights in or to such intellectual property.

Last updated: 6 October 2023

General Marketer Terms

By using the Marketer platform and/or agreeing to launch any of the offers, adverts or other features that Deliveroo makes available to you via the Marketer platform (each a Marketer Tool) you agree to these terms and conditions (Terms), which comprise (in order of precedence, unless expressly stated otherwise): 

• the applicable Special Terms for the Marketer Tool you are using;
• these General Marketer Terms;
• your services agreement with us (Services Agreement), which applies only to the extent relevant to your use of Marketer Tools (including in particular confidentiality obligations, governing law and jurisdiction); and
• any additional documentation referenced in the Special Terms, General Marketer Terms or Services Agreement.

In the Terms:

• you and your means the person that has entered into the Services Agreement with us, and
• we, us, and our means the Deliveroo party to that Services Agreement; and 
• capitalised terms not otherwise defined have the meaning given in the Services Agreement. 

We may change these Terms or the features and availability of the Marketer Tools from time to time, so please ensure you review all information provided about the relevant Marketer Tool each time you use the Marketer platform. We will endeavour to ensure such changes do not materially adversely affect a Marketer Tool live at that time, but reserve the right to do so on reasonable advance notice or if required by law or to avoid harm to Deliveroo’s business, reputation, Customers or partners. 

The service we provide: We will endeavour to make the Marketer Tools available to you in all material respects in accordance with these Terms. 

Marketer Platform access:

Your access to adverts and offers through the Marketer platform is subject to the following terms:

A. With effect from 6 November 2023, for Partners who are subject to the Value Programme Policy in the United Kingdom or the Republic of Ireland:

1. Access to Marketer Platform/Tools: Where a Site is notified that it (a) has an ‘Improve’ Value Score (as defined in the Value Programme Policy) for three consecutive calendar months OR (b) has an ‘Action’ Value Score (as defined in the Value Programme Policy) for two consecutive calendar months, your access to the Marketer platform in respect of that Site may be suspended (a Value Programme Suspended Site) from the last Value Score notification until you are notified that your Value Score has changed to Okay, Good or Great (each as defined in the Value Programme Policy) (the Value Programme Suspension Period). 
2. What suspension means: The effect of suspension is as follows

• You will be unable to create new adverts or offers in respect of Value Programme Suspended Site(s) during the Value Programme Suspension Period;
• Existing adverts and offers will be paused during the Value Programme Suspension Period if all sites for those adverts or offers become ineligible, subject to any adverts and offers that have already been advertised to consumers or where the suspension or removal of those offers would not be reasonably practicable (‘Excluded Offers’). Excluded Offers may continue to be advertised during the advertised offer term; 
• If you operate multiple sites and access to adverts and offers through the Marketer platform is suspended in accordance with the above for one or more (but not all) of those sites, only existing adverts and offer campaigns for Value Programme Suspended Sites will be paused during their relevant Value Programme Suspension Periods. In this context, the committed budget over all sites for existing advert or offer campaigns during a Suspension Period will be fully allocated to those sites that have not entered a Value Programme Suspension Period.
• If the end date of an existing advert or offer campaign falls during a Value Programme Suspension Period, that campaign will be paused in accordance with these Terms and will then be automatically cancelled on the end date; 
• The committed budget on existing advert campaigns of a Value Programme Suspended Site will not be used until the site’s Value Programme Suspension Period ends, at which point deductions will start again;
• Discounts applicable to existing offer campaigns of a Value Programme Suspended Site will not be applied until the site’s Value Programme Suspension Period ends, at which point discounts will start again.

1. End of Suspension Period: The effect of your Value Programme Suspension Period being lifted in respect of a Value Programme Suspended Site is as follows:

• Your suspension will be automatically lifted once your Value Programme Suspension Period ends;
• On the first day after a Site’s Value Programme Suspension Period, existing adverts and offer campaigns for the relevant Site(s) will resume in accordance with these Terms unless these campaigns expired or were terminated during the Value Programme Suspension Period; and
• You will be able to create new adverts and offer campaigns in respect of that Site for as long as they remain eligible in accordance with these Terms.

For all other Partners:

1. Access to Marketer Platform/Tools: Subject to the rest of the Terms, three days before the first day of each calendar month (Review Date)*, an automatic review of each of your site(s)’ performance (other than those sites that are exempt in accordance with paragraph 3, below) against the list of ”Eligibility Criteria” set out below will be generated for the 28 days immediately preceding (but not including) the Review Date (Review Period). 

*For example, if Wednesday is the 1st of June 2022, we would run the assessment on the Sunday before (being the 29th of May 2022).

Eligibility Criteria List:

• Eligibility Criterion we assess (based on metrics for the previous 28 days)**:

Average rejection rate

Orders Prepared Late  (Wait time past target >5min (Core ONLY))

Marketplace+ customer experience (Marketplace+ ONLY)

Restaurant rating

FSA rating (UK only)

• “Grey Column” (Adverts/Offers gating criteria) (TEMPORARY SUSPENSION APPLIES)

Average rejection rate is: >=8%

Orders Prepared Late  (Wait time past target >5min (Core ONLY)) is: >=22%

Marketplace+ customer experience (Marketplace+ ONLY) is: >=2.5%

Restaurant rating is: <3.8

FSA rating (UK only) is: 3, PASS (Scotland), Awaiting Inspection, Exempt

• “Red Column” (ACCESS GRANTED)

Average rejection rate is: >= 1%

Orders Prepared Late  (Wait time past target >5min (Core ONLY)) is: > =10%

Marketplace+ customer experience (Marketplace+ ONLY) is: >=1.0%, <2.5%

Restaurant rating is: < 4.0

FSA rating (UK only) is: < 3

• “Amber Column” (ACCESS GRANTED)

Average rejection rate is: >=0.5, < 1%

Orders Prepared Late  (Wait time past target >5min (Core ONLY)) is: >=3%, < 10%

Marketplace+ customer experience (Marketplace+ ONLY) is: >=0.1%, <1.0%

Restaurant rating is: >=4.0, < 4.5

FSA rating (UK only) is: >=3, <4

• “Green Column” (ACCESS GRANTED)

Average rejection rate is: < 0.5%

Orders Prepared Late  (Wait time past target >5min (Core ONLY)) is: < 3%

Marketplace+ customer experience (Marketplace+ ONLY) is: <0.1%

Restaurant rating is: >= 4.5

FSA rating (UK only) is: >= 4

**You can also monitor your site(s)’ performance against these Eligibility Criteria through the Restaurant Hub, except for the  Marketplace+ criterion which is not yet available.

1. Performance Rating: Performance rating will be assessed on a site-by-site basis.  Subject to paragraph 3 below, if your rating at a site against one or more applicable Eligibility Criterion during the relevant Review Period falls into the grey column (see above), your access to the Marketer platform in respect of that site will be suspended (Suspended Site) with effect from the first day of the following calendar month until you qualify again for access in accordance with paragraph 4 below (Suspension Period). 

For example, if your Review Date is on 29th May and your restaurant rating (Eligibility Criterion n.4) scores less than 3.8 for the relevant Review Period, such Eligibility Criterion will be in the grey column and your access to the adverts and offers Marketer Tools will be suspended. Such Suspension Period will commence on (and include) the 1st of June and will continue until all your Eligibility Criteria (as applicable) scores are out of the grey “temporary suspension”  zone.

1. Exemptions: A site’s performance will not lead to its suspension, notwithstanding its ratings, if that site: 
   
   a. signed-up to the Deliveroo Platform for the first time during the Review Period under consideration; or
   b. received fewer than twenty (20) Orders on the Deliveroo Platform during the Review Period under consideration. 

In which case you will continue to have access to the Marketer platform without interruption in respect of those Sites.

1. Getting access back: If your access has been suspended in accordance with the above, we will continue to assess your performance on a monthly basis at site level against the applicable Eligibility Criteria. If your rating at a Suspended Site against all applicable Eligibility Criteria moves back into the green, amber or red columns during a subsequent Review Period, your suspension will be lifted and you will regain access to the Marketer platform in respect of that site effective from the first day of the calendar month immediately following the relevant Review Date at which we identified your improved performance rating. 

For example, if your Suspension Period for a Suspended Site started on 1st of June but on the subsequent Review Date, i.e. 28 June all of the Suspended Site’s Eligibility Criteria metrics are out of the grey column, the Suspension Period will come to an end at 23:59 on 30 June and you will have access again to Adverts and Offers through the Marketer platform from and including 12:00am on 1st of July.  

1. What suspension means: The effect of suspension is as follows:
   a. We shall notify you in the Hub of your suspension, listing all Suspended Sites, the day after the relevant Review Date (which is two days before your access Adverts and Offers through the Marketer platform will be suspended);
   b. You will be able to review the Suspended Site(s)’ operational performance for any Review Period (including during the Suspension Period) in the Restaurant Hub;
   c. You will be unable to create new adverts or offers in respect of Suspended Site(s) during the Suspension Period;
   d. Existing adverts and offers will be paused during the Suspension Period if all sites for those adverts or offers become ineligible, subject to any adverts and offers that have already been advertised to consumers or where the suspension or removal of those offers would not be reasonably practicable (‘Excluded Offers’). Excluded Offers may continue to be advertised during the advertised offer term; 
   e. If you operate multiple sites and access to adverts and offers through the Marketer platform is suspended in accordance with the above for one or more (but not all) of those sites, only existing adverts and offer campaigns for Suspended Sites will be paused during their relevant Suspension Periods. In this context, the committed budget over all sites for existing advert or offer campaigns during a Suspension Period will be fully allocated to those sites that have not entered a Suspension Period.
   f. You can cancel a paused advert or offer campaign at anytime during a Suspension Period (as set out in these Terms);
   g. If the end date of an existing advert or offer campaign falls during a Suspension Period, that campaign will be paused in accordance with these Terms and will then be automatically cancelled on the end date; 
   h. The committed budget on existing advert campaigns of a Suspended Site will not be used until the site’s Suspension Period ends, at which point deductions will start again;
   i. Discounts applicable to existing offer campaigns of a Suspended Site will not be applied until the site’s Suspension Period ends, at which point discounts will start again.
2. End of Suspension Period: The effect of your suspension being lifted in respect of a Suspended Site is as follows:
   a. We shall notify you in the Hub once you have regained access in respect of a Suspended Site;
   b. On the first day of the calendar month following the relevant Review Date, existing adverts and offer campaigns will resume in accordance with these Terms unless these campaigns expired or were terminated during the Suspension Period;
   c. You will be able to create new adverts and offer campaigns in respect of that site for as long as they remain eligible in accordance with these Terms.
3. Please follow this link for more guidance on the eligibility process: https://help.deliveroo.com/en/articles/6302687-how-to-get-access-to-marketer-adverts-offers
4. You can contact us if you have any questions or complaints in relation to a suspension or lifting of suspension. Please see this website for our contact details: https://help.deliveroo.com/en/collections/1873159-contact-us
5. We reserve the right to amend the Eligibility Criteria, the thresholds, and/or the terms of your access to the Marketer platform from time to time on reasonable advance notice or if required by law or to avoid harm to Deliveroo’s business, reputation, Customers or partners.

Marketer Tool selection: It is your responsibility to select the correct options when setting up Marketer Tools. Not all Marketer Tools are available to all partners or in all countries. The Marketer platform will display the Marketer Tools that are available to you, and the applicable fees.  Marketer Tools that may be available include:

• Offers: offering discounts to customers ordering from your Sites via the Platform; and 
• Adverts: placement of your Site within our ‘Featured Carousel’ on the Platform. 

Marketer Platform access: If you are eligible for access in accordance with these Terms, the Marketer Platform is accessed through Restaurant Hub. Deliveroo has taken steps to limit access to the Marketer platform from Restaurant Hub to users listed as a ‘Manager’ or “Admin” within Restaurant Hub. It is your responsibility to ensure that only appropriate users hold ‘Manager’ or “Admin” status and that you and all users keep login credentials safe. 

Marketer Tool period: Subject to availability, the Marketer Tool you have selected will be live from the start date and time to the earlier of: (i) the end date and time you select; and (ii) the date on which you notify us of your wish to cancel your advert; and (iii) when your total budget is used up, in each case depending on the options selected by you in the Marketing Tool in relation to the renewal of your budget, and furthermore in each case unless terminated or suspended earlier in line with these Terms. Start and end dates and times refer to the timezone in which the Site is located. 

Which Customers will your Marketer Tools be made available to:  When creating a Marketer Tool, you may be able to select Customer eligibility criteria from a range of options. Deliveroo will try to ensure your Marketer Tool is only available to your selected audience, however we can’t guarantee that Customers that don’t meet the criteria will not be included and will not be responsible to you for any cost or loss you incur if ineligible Customers participate.   

Changes or cancellations:  You may cancel a Marketer Tool at any time without penalty. To change the terms of a live Marketer Tool, you must cancel it and set up a new Marketer Tool with revised terms. 

Use of Marketer Tools:  You must act in good faith, follow good industry practice and comply with Deliveroo’s policies from time to time when using the Marketer Tools.  You must not do or omit to do anything when using the Marketer Tools that is likely to lead to harm to Deliveroo’s business, reputation, partners or Customers. Your use of any Marketer Tools must be compliant with all applicable laws in force from time to time in the locations in which your Marketer Tool is used. Any abusive or misleading use of the Marketer Tools, for example increasing your prices prior to an Offer, may result in your suspension from the Marketer platform and/or the Deliveroo Platform. 

Charges and invoicing:  You are responsible for: (i) the cost of any offers or promotions you offer to Customers using a Marketer Tool; and (ii) applicable fees for the Marketer Tool (Marketer Charges). Unless stated otherwise on the Marketer platform, fees for Marketer Tools are stated exclusive of VAT/GST or other applicable sales tax (if any). Marketer Charges will be deducted from the amounts payable to you under your Services Agreement and will show as an adjustment on your invoice.  

Availability and performance: Deliveroo makes no warranty or representation about the availability or effectiveness of any Marketer Tool. Marketer Tools are provided “as is” and “as available” and all express and implied conditions, warranties and other terms about the availability or performance of a Marketer Tool are excluded as far as permitted by law. 

Liability for Marketer Tools: You are responsible for all Marketer Tools created using your access rights to the Marketer platform. To the fullest extent permitted by law, our liability for Marketer Tools is limited to an amount equal to the fees paid for the specific use of the Marketer Tool to which the cause of action relates.  

Our rights:  Any and all intellectual property in the Marketer platform and any Marketer Tool are, and will continue to be, owned by Deliveroo. Except as granted in these Terms, we do not grant you any rights in or to such intellectual property.

Termination and/or suspension of access:  If we believe that your use of a Marketer Tool is or may be in breach of applicable law or these Terms we reserve the right to: (i) suspend or terminate the Marketer Tool; (ii) restrict, suspend or terminate your access to the Marketer platform and Marketer Tools; (iii) suspend you from the Platform; (iv) terminate the Services Agreement; and/or (v) take such other action as Deliveroo deems reasonable in the circumstances. 

Marketer Tool - Special Terms

If you are launching an Offer: 

The Offer: You can select the value and nature of your Offer from a range of options, which may vary from time to time.

• Where an Offer reduces the total basket value (e.g. a percentage or fixed sum discount), those discounts will be applied to the subtotal of the items in the Customer’s basket (excluding delivery, service and small order fees and any tips) before any tax is applied. 
  
• Where an Offer removes or reduces fees that would otherwise be payable by the Customer, this will be applied prior to the Customer completing their Order. Please note that Customer fees vary between Orders depending on a number of different factors.

How the Offer will be funded: Unless we agree otherwise, you will cover the cost of all Offers redeemed by customers. If an Offer reduces the total basket value, your service fee will be calculated on the discounted price paid by the Customer. If we agree to fund an Offer, your service fee will be calculated on the undiscounted price.  

Customer Refunds: If a Customer is eligible for a refund in respect of an Order made under an Offer, the Customer will be refunded the discounted amount they paid for the Order. Responsibility for refunds will be determined in accordance with the terms of our Services Agreement.    

Reference price restrictions: You may not create an Offer discounting total Order basket value if in the 30 days before the Offer goes live, you increase the prices of Menu Items that are included in the Offer by more than 5%. For 30 days after the Offer finishes, you may not increase the price of a Menu Item that was included in that Offer by more than 5%. These restrictions apply without prejudice to any more stringent requirements under applicable law.  

Other information:  Further information governing how an Offer is managed are set out in the FAQs and associated help centre articles.

If you are launching an Advert:

How the Advert will be funded:  You’ll pay for the number of clicks your Advert receives, with each click costing

1. if you have selected the manual bidding option in the Restaurant Hub, the cost-per-menu-view you select when you created your Advert; or
2. if you have selected for your bids to be set automatically in the Restaurant Hub, the cost-per-menu-view set for you in accordance with the auto-bidding terms set out below. the cost-per-menu-view you select when you created your Advert.
3. For both manual and automatic bidding, the cost-per-menu-view is subject to the Minimum Bid as set out below.
   
   If you select to have your campaign run continually, during the first week of the campaign, the budget you decide to allocate will be pro-rated, depending on when during the calendar week you created the campaign. E.g. If you allocate a continuous budget of £700 and create your campaign on Thursday, your pro-rated budget for the first week of your campaign will be £400 (regardless of the hour you created your campaign), as there are 4 out of 7 days of the week remaining. For future weeks, your budget will be £700.

Your Advert will end at the earlier of:

(i) when your total budget is used up; and

(ii) either:

(A) at 23:59 on your end date (if you opt for one-off budgets); or

(B) the date on which you notify us that you wish to cancel your Advert; or

(C) the date on which your access to the Marketer Tool is terminated or suspended in accordance with these Terms,(as applicable).

In addition to the above, if you select to have your campaign run continually, then your Advert will start again on the following Monday, unless the Advert is cancelled by you or your access to the Marketer Tool is terminated or suspended in accordance with these Terms.

Automatic bidding: By selecting this option, you authorise us to set your cost-per-menu-view on your behalf. This Functionality is optional and you can switch it on and off at any time you please. Your budget will never be exceeded.

If you decide to switch back to setting your bid manually, you will need to cancel your then existing advert campaign and will need to re-create a new campaign but with manual bidding. 

Adverts - Minimum Bid: The cost-per-menu-view you pay for each Advert cannot be lower than the minimum price per view displayed in the Marketer Tool before placing your bid (the Minimum Bid Level). Deliveroo may change the Minimum Bid Level from time-to-time on no less than 15 days’ notice to you.  

Other information:  Further information governing how an Advert is managed are set out in the FAQs and associated help centre articles.

These terms shall apply to you if you are eligible to receive advertising credits and you have met the eligibility criteria set out below (“Ad Credits”). 

1. These terms apply to your access to and use of Ad Credits, and supplement your existing agreement governing your use of the platform (“Agreement”) with Deliveroo or us (Roofoods Ltd, company number 08167130, or the local Deliveroo legal Affiliate as applicable). Your use of the Ad Credits constitutes your acceptance of these terms.
2. In order to be eligible to spend Ad Credits, you must satisfy the Eligibility Criteria as set out in the General Marketer Terms. For the avoidance of doubt, if you fail to satisfy the Eligibility Criteria, you will not be able to spend the Ad Credits until you satisfy the Eligibility Criteria and the Ad Credits will still expire in accordance with clause 5 below.  
3. Ad Credits may only be redeemed against future marketer adverts on the Deliveroo Platform placed via the Marketer tool on Partner Hub (“Campaign”). The General Marketer Terms shall apply to your use of Marketer including your use of Ad Credits. 
4. The value of the Ad Credits will be notified to you via Marketer and will be available to use in Marketer. 
5. The Ad Credits expire 60 days after they are applied to your account. This also includes any unused Ad Credit. You can check your Ad Credits balance and the expiration date on Marketer. 
6. The Ad Credit is non-transferable, not for resale and not redeemable for cash. 
7. Your Campaign will not end automatically once the Ad Credits is fully redeemed. If you do not wish for your Campaign to run past the Ad Credits value, you will need to set a budget and end date accordingly. 
8. If you redeem your Ad Credits, we will deduct the Campaign spend from your Ad Credits balance. You will then be charged for all Campaign spend that exceeds the Ad Credits value as normal.
9. You are responsible for the payment of any taxes incurred. You are responsible and may not use the Ad Credits for the payment of any taxes or other fees incurred.
10. Deliveroo reserves the right, at its sole discretion, to terminate, modify or revoke this offer at any time, including but not limited to breach of your Agreement with Deliveroo.

These terms and conditions are made between Roofoods Ltd, company number 08167130 (“Deliveroo” “we”, “us”) and the organisation on whose behalf you are turning on our Deliveroo rider network service for (“you”, “your”). These terms (“Rider Terms”) apply in respect of your access to and use of the Deliveroo rider network service that is more fully described below. These Rider Terms supplement and amend your existing agreement with us (“Agreement”) that is comprised of our Partner Terms and Conditions (the “Terms”) and the Marketplace+ Service Pack (“Service Pack”).

By ticking/clicking through that you have read and agreed to these Terms, you (a) confirm that you are authorised to enter into legal obligations on behalf of, and bind, the organisation on whose behalf you are turning on our Deliveroo rider network service for; and (b) agree that these Rider Terms shall apply to every Order (as defined in the Terms) placed at each Site in relation to which you have activated the Deliveroo rider network service (“Relevant Site”) until the earlier of: (i) such time as you (or we) de-activate the Deliveroo rider network service for that Relevant Site; and (ii) the Agreement terminates or expires for any reason.

We may make changes to these Rider Terms, and we will try and notify you of material changes before they happen. If you access or use the Deliveroo rider network service after being notified of a change, you will be deemed to have accepted the change.

Terms capitalised but not defined in these Rider Terms have the meaning given in the Agreement. These Rider Terms prevail if they are different to anything contained within the Agreement, but only in respect of the Deliveroo rider network service and for so long as the Deliveroo rider network service is active.

Deliveroo rider network Service Description

Deliveroo has launched Deliveroo rider network service for selected Marketplace+ partners. Deliveroo rider network allows Marketplace+ partners to request delivery of Orders via Riders when their rider fleet is unavailable or otherwise.

The Deliveroo rider network service will:

• mean that all Orders placed via the Platform for Relevant Sites with a delivery address within the permitted delivery radius will automatically become Delivery Orders and we will procure that Riders carry out Delivery Services in respect of all such Delivery Orders;
• allow you to check our fulfilment availability, and give you an estimated delivery time for a given Delivery Order;
• create and provide status updates for all Delivery Orders;
• generate and communicate the target delivery time and real-time updates; and
• enable us to share real-time status updates for each Delivery Order to enable both of us to effectively manage the processing and delivery of each Delivery Order.

The Deliveroo rider network service shall be deemed part of the Services when activated for a particular Site via your Deliveroo Hub during the times when it is made available by us. The Deliveroo rider network Service may be de-activated by you (or us) at any time and for any reason, provided, however that these Rider Terms shall apply to any Orders placed while the Deliveroo rider network service is active.

Our Obligations

By providing the Deliveroo rider network service, we hereby agree to:

• act reasonably and in good faith at all times in our use of the Deliveroo rider network service;
• procure the Delivery Services for the Customer in relation to each Delivery Order;
• procure that Riders perform Delivery Services with reasonable care and skill; and
• use reasonable endeavours to ensure that Delivery Orders are delivered within 10 minutes of the arrival time that was displayed to the Customer for at least 70% of all deliveries of all Delivery Orders (calculated over a period of one calendar month).

Your Obligations

By accepting these Rider Terms you hereby agree to:

• provide to us all information, materials, cooperation and assistance as reasonably required to enable us to procure Delivery Services for you;
• ensure that each Order number on the Order packaging corresponds with the Order number provided by Deliveroo to you before that Order is handed over to the relevant Rider;
• ensure that the relevant Menu Items are available for collection by Riders at the Relevant Sites at the time stipulated on the Software (the “Pick Up Time”) for 80% of Delivery Orders (calculated over a period of one calendar month); and
• ensure that the time for which a Rider may have to wait at the Relevant Sites (“Rider Held Time”) to pick up a Delivery Order shall be no longer than 5 minutes. The Rider Held Time shall be measured from the Pick Up Time (or if later, the time at which the Rider actually arrives at the Relevant Site and notifies your staff of their arrival) to the time at which the Order is provided to the Rider by you for delivery to the Customer.

You further acknowledge and agree that:

• you will give equal priority to all orders (whether using your riders or Riders) and will not do anything (or fail to do anything) that will prioritise orders using your riders; and
• for each Delivery Order, the aggregate value of the Menu Items must reach Deliveroo’s Minimum Order Value and where it does not, we may charge the Customer an additional fee.

Fees

When the Deliveroo rider network service is active, the Marketplace+ Services Fee shall be adjusted to 35% (plus VAT) of GMV (inclusive of VAT) ordered by the Customer per calendar week as Delivery Orders (as amended from time to time by written agreement between you and us).

Force Majeure

If either party is unable to carry out any of its obligations under these Rider Terms due to a Force Majeure Event (defined below), the party affected by the Force Majeure Event shall not be liable for such delay or failure in carrying out its obligations and these Rider Terms shall remain in effect but the obligations in question (and the other party’s corresponding obligations, if any, under these Rider Terms) shall be suspended for so long as the Force Majeure Event continues provided that:

• the suspension of performance is of no greater scope than is necessitated by the Force Majeure Event;
• the party suffering the Force Majeure Event immediately gives the other party written notice of the occurrence and its expected duration, and continue to furnish regular reports while the Force Majeure Event continues and notifies the other party immediately when it ceases; and
• that party uses all reasonable efforts to remedy its inability to perform and to mitigate the effects of the Force Majeure Event.

Without affecting any other right or remedy available to it, if a Force Majeure Event continues for more than 1 month, the other party may terminate these Rider Terms on serving 30 days’ written notice to the party suffering the Force Majeure Event.

For the purposes of these Rider Terms, “Force Majeure Event” means any cause beyond the reasonable control of that party including but not limited to internet and online system failure, power failure, fire, flood, storms, earthquakes, acts of terrorism, acts of war, acts of God, acts of government authority, strikes or other labour disturbances.

DELIVEROO RESTAURANT AWARDS 2024 - BEST IN CATEGORY - TERMS AND CONDITIONS
READ THESE TERMS & CONDITIONS CAREFULLY BEFORE PARTICIPATING. YOU WILL BE DEEMED TO
HAVE ACCEPTED THESE TERMS & CONDITIONS AND AGREED TO BE BOUND BY THEM BY ACCEPTING
A NOMINATION AND PARTICIPATING IN THE AWARDS.

General Terms
These General Terms apply to all awards under the Deliveroo Restaurant Awards 2024, in addition to
any specific award terms as set out below.
● All Eligible Restaurants agree that they will take part in reasonable publicity connected with
the Deliveroo Restaurant Awards 2024 if requested and that Deliveroo is entitled (but not
obliged) to use the winner’s name and image in connection with such publicity. This may
include, but is not limited to, inclusion within media materials such as press releases,
imagery or video content.
● Any attempt to deliberately damage or undermine the content or legitimate operation of the
Deliveroo Restaurant Awards is prohibited and may be a violation of criminal and/or civil
laws and in these circumstances Deliveroo reserves all its rights and remedies.
● Without limiting the options available to Deliveroo, Deliveroo reserves the right at any time
to disqualify restaurants and/or votes (including the winner) that Deliveroo regards as being
in breach of these rules, any applicable laws, any terms and conditions referred to in these
rules or the spirit of the Deliveroo Restaurant Awards.
● Deliveroo reserves the right to vary, suspend or cancel the Deliveroo Restaurant Awards 2024
and/or these rules if it considers it necessary or appropriate to do so, including if there is any
actual or anticipated breach of applicable law or if variation, suspension or cancellation is
necessary due to an event outside Deliveroo’s reasonable control. In the event of
cancellation, the Awards may be awarded to Eligible Restaurants achieving the most votes in
a category prior to the completion of the Customer voting period, or not awarded.
● Deliveroo will not be liable for: (i) any loss that is not caused by Deliveroo (or any person
acting on Deliveroo’s behalf); (ii) any loss caused by any event or circumstance beyond
Deliveroo’s reasonable control; (iii) any loss of profits or revenue, loss of anticipated savings
or loss of goodwill; or (iv) any unavailability of the Deliveroo website or app. However,
nothing in these rules limits or excludes any person’s liability for death or personal injury
caused by negligence, for fraud or for any matter for which it would be illegal to limit or
exclude liability.
● If any part of these rules is or becomes invalid, illegal or unenforceable, the validity, legality
and enforceability of the rest of these rules will not be affected. Deliveroo’s failure to enforce
any term of these rules will not constitute a waiver of that provision.
● In the event of a dispute about the Deliveroo Restaurant Awards or these rules, Deliveroo’s
decisions are final.
● The Deliveroo Restaurant Awards and these rules are governed by English law, and any
disputes arising in connection with them shall be subject to the exclusive jurisdiction of the
courts of England, except that residents of Scotland may also bring proceedings in the
Scottish courts.
● The Deliveroo 2024 Restaurant Awards will open for nominations and voting at 00:00 8th
January and close on 23:59 21st January. Any votes and / or nominations made outside of
this timeframe shall not be counted
● All votes and nominations must be cast via the dedicated microsite

General Eligibility Criteria
The General Eligibility Criteria applies to all awards under the Deliveroo Restaurant Awards 2024, in
addition to any specific award criteria as set out below.
● Restaurants must be available on the Deliveroo platform at the time of voting and at the
time that the awards are announced;
● Restaurant must not be in any dispute with, or subject to investigation by, Deliveroo or any
regulatory authority, or otherwise, in Deliveroo’s reasonable opinion, be likely to bring
Deliveroo or the Deliveroo Restaurant Awards into disrepute.
● Restaurants must have a FSA rating of 3 and above at time of voting;
● Restaurants can only submit 1 nomination per award category
● Restaurants must have a Value Programme score of OK, Good or Great at time of nomination
● Restaurants otherwise agree to and comply with, the terms of herein.
● Each restaurant meeting the Eligibility Criteria will be an “Eligible Restaurant”. Deliveroo,
acting in its sole discretion, will determine whether Eligibility Criteria have been met.

SECTION 1: Best in Category Cuisine Awards
Number of Winners: There will be one (1) winner for each Category Cuisine Award. There are a total
of ten (10) Category Cuisine Awards.

Eligibility Criteria
To participate in this Award, restaurants must meet the General Eligibility Criteria in addition to the
following:
● Restaurants must be a top customer choice within the region they have been nominated. To
qualify for the shortlist of eligible restaurants for this award, the restaurant must be in the
top 5 for order volume within that cuisine category in that region.
● Restaurants must have no more than 10 branches located in the UK and Ireland, excluding
virtual brands and editions.
● Restaurants must meet the following criteria (the “Category Criteria”) in respect of the
following categories (each a “Category”) for which they are nominated:
○ Best Breakfast & Coffee - must be a restaurant with a breakfast and/or coffee menu
on Deliveroo
○ Best Burger & American - must be a restaurant with at least one burger on their
menu and offering predominantly American cuisine;
○ Best Chinese - must be a restaurant offering predominantly Chinese cuisine;
○ Best Chicken - must be a restaurant with at least one chicken item on their menu;
○ Best Poke - must be a restaurant with at least one poke item on their menu;
○ Best Dessert Only - must be a restaurant with a primary focus on dessert
○ Best Fish & Chips Only - must be a restaurant with a primary focus on fish & chips
○ Best Indian & Nepalese - must be a restaurant offering predominantly Indian or
Nepalese cuisine;

○ Best Turkish & Kebab Restaurant - must be a restaurant with a primary focus on
kebabs or must be a restaurant offering predominantly Turkish cuisine;
○ Best Mexican Restaurant - must be a restaurant offering predominantly Mexican
cuisine
○ Best Lebanese Restaurant - must be a restaurant offering predominantly Lebanese
cuisine
○ Best Thai Restaurant - must be a restaurant offering predominantly Thai cuisine
○ Best Greek Restaurant - must be a restaurant offering predominantly Greek cuisine
○ Best Japanese (excl. sushi) Restaurant - must be a restaurant offering
predominantly Japanese cuisine without the primary focus on sushi
○ Best Pizza - must be a restaurant with at least one pizza on their menu;
○ Best Salads- must be a restaurant with a primary focus on salad dishes on its menu
○ Best Sushi Restaurant - must be a restaurant with a primary focus on sushi;

Customer voting
● Members of the public will vote between 00:00 UTC 8 January 2024 and 23:59 21 January
2024 (the “Customer Voting Period”) for their favourite Eligible Restaurants in each category
to determine the winner in respect of such Category from the fifteen eligible shortlisted
restaurants.
● Voting will take place via the Deliveroo Restaurant Awards dedicated microsite
● Only one vote per member of the public per Category in the Customer Voting Period will be
counted.
● The Shortlisted Eligible Restaurant achieving the most votes in the Customer Voting Period in
each Category will be the winner of the Best Restaurant Award for such Category. In the
event of a tie between multiple Eligible Restaurants, Deliveroo may elect to either award the
Best Restaurant Award for such category to multiple Eligible Restaurants, extend the
Customer Voting Period, or final decision will be at the discretion of Deliveroo.
● The winner of the Best Restaurant Award for each Category will be notified by phone and
email on 12th February 2024 prior to the winners of the Deliveroo Restaurant of the Year
Awards 2024 being formally announced to the public on social media which shall take place
no later than 29th February 2024.

SECTION 2: Independent Restaurant of the Year Award

Number of Winners: There will be one (1) winner for the Independent Restaurant of the Year Award.
Eligibility Criteria
To participate in this Award, restaurants must meet the General Eligibility Criteria in addition to the
following:
● Restaurants must also have no more than 10 branches located in the UK and Ireland, excluding
virtual brands and editions.

Customer voting for regional winner

● Members of the public will vote between 00:00 UK time 8 January 2024 and 23:59 UK time
21 January 2024 (the “Public Vote”) for their favourite Eligible Restaurants as the Restaurant
of the Year to determine x1 winner per region (x5 regional winners in total).
● 1 regional winner will be determined for each region, being: Greater London, South,
Midlands and North, Scotland and Ireland.
● Only one vote per member of the public in the Public Vote will be counted. Where there is
more than one vote from the same member of the public, only the first vote will be counted.
● The 5 Eligible Restaurants (x1 per region) achieving the most votes in the Public Vote will be
shortlisted for the final UKI Independant Restaurant of the Year (“Shortlisted”). In the event
of a tie between multiple Eligible Restaurants, Deliveroo may elect to either A) extend the
Public Vote, or b) seek determination from an independent adjudicator.
● The x5 regional winners will then be judged by an independent judge who will decide the
national Independent Restaurant of the Year Award winner.
Judging for national Independent Restaurant of the Year winner
● Judging for the Independent Restaurant of the Year Award will take place between 22nd
January and 2nd February. Exact dates are TBC but the x5 regional winners will need to be
available for x1 day within this time frame for the final judging to take place. Deliveroo will
be in touch with full details of what is required but restaurants should be prepared to meet
and greet the Judge and prepare a dish of choice for tasting.
● During this judging process, the independent Judge will determine the Restaurant of the Year
on the basis of scoring the restaurant against the following criteria:
○ Brand personality
○ Quality of food
○ Packaging and presentation
○ Customer reviews
○ Environmental consciousness
● The Judge will be Jimi Famurewa (independent food critic)
● The Eligible Restaurant selected by the Judging Panel as best meeting the criteria above in
aggregate will be the Deliveroo Restaurant Awards 2024 Independant Restaurant of the Year.
The Judge’s decision is final.
● The winner of the Independent Restaurant of the Year will be notified by phone and email
12th February 2024 prior to the winners of the Deliveroo Restaurant of the Year Awards 2024
being formally announced to the public on social media which shall take place no later than
29th February 2024.

SECTION 3: Beating Heart of the Community Award

Number of Winners: There will be one (1) winner for the Beating Heart of the Community Award.
Eligibility Criteria
● To participate in this Award, restaurants must meet the General Eligibility Criteria in addition
to the following:
○ Eligible Restaurants must submit a detailed written nomination, max word count
500, via the microsite for this award detailing what the restaurant does to positively
impact the local community.

Judging
● Judging for the Beating Heart of the Community Award will take place on 2nd January 2024
● The x5 shortlisted restaurants for this category will be invited to pitch to a panel of judges at
a central London location in order for the winner to be determined. The winner will be
determined on the basis of the merit and presentation of how the Restaurant shows they
deliver impact for Beating Heart of the Community.
● Deliveroo agrees to compensate the shortlisted restaurants for reasonable travel expenses
associated with travelling to the judging in London, based on a maximum of x2 restaurant
representatives attending. Travel will be organised by Deliveroo and will cover reasonable air
and/or rail travel in economy class, plus accommodation if necessary up to £1,000 per
restaurant.
● Shortlisted restaurants agree to participate in filming and/or photography at the judging to
aid PR amplification of the awards across owned, earned and paid platforms
● The panel of judges (“Judging Panel”) will consist of:
○ Jimi Famurewa (independent food critic)
○ Will Shu (founder and CEO of Deliveroo)
○ Rylan Clark (TV personality and presenter)
○ Busi Sizani (Head of Global Diversity, Equity & Inclusion at Deliveroo)
● The Eligible Restaurant selected by the Judging Panel as best meeting the criteria above in
aggregate will be the Deliveroo Restaurant Awards 2024 Beating Heart of the Community
winner. The Judging Panel’s decision is final.
● The winner of the Beating Heart of the Community will be notified by phone and email on
12th February 2024 prior to the winners of the Deliveroo Restaurant of the Year Awards 2024
being formally announced to the public on social media which shall take place no later than
29th February 2024

SECTION 4: Rider Love Award

Number of Winners: There will be one (1) winner for the Rider Love Award.
Eligibility criteria
● To participate in this Award, restaurants must meet the General Eligibility Criteria.
Entry and Judging Criteria
● Eligible Restaurants must submit a detailed written nomination, max word count 500, via the
microsite for each award detailing what the restaurant does to deliver a great experience of
working together with Riders.
● ‘Rider Love’ nominations must be using Deliveroo Core Rider services
● The Shortlisted Eligible Restaurants will be submitted to the panel of judges, who will,
together, determine the winner of; Rider Love award, on the basis of the i written
nomination detailing how the Restaurant delivers impact through their care and support for
Riders .
● The panel of judges (“Judging Panel”)will consist of:
○ 2 Internal Leaders of category from Deliveroo
○ ‘@LondonEats’ - Deliveroo rider and social media influencer

● The Eligible Restaurant selected by the Judging Panel as best meeting the criteria above in
aggregate will be the Deliveroo Restaurant Awards 2024 Rider Love Winner. The Judging
Panel’s decision is final. The winner of the Rider Love Award will be notified by phone and
email on 12th February 2024 prior to the winners of the Deliveroo Restaurant of the Year
Awards 2024 being formally announced to the public on social media which shall take place
no later than 29th February 2024

SECTION 5: Most Sustainable

Number of Winners: There will be one (1) winner for the Most Sustainable Award.
Eligibility criteria
● To participate in this Award, restaurants must meet the General Eligibility Criteria.
Entry and Judging Criteria
● Eligible Restaurants must submit a detailed written nomination, max word count 500, via the
website for each award detailing what the restaurant does to drive sustainability within their
restaurant, encompassing at least one of the following: packaging materials, ingredients,
food waste and ways of working.
● Each Restaurant can only submit 1 nomination per award category
● The Shortlisted Eligible Restaurants will be submitted to the panel of judges, who will,
together, determine the Above and Beyond awards; Most Sustainable, on the basis of how
the Restaurant delivers impact to sustainability through their restaurant..
● The panel of judges (“Judging Panel”) will consist of:
○ 3 Internal Leaders of category from Deliveroo
● The Eligible Restaurant selected by the Judging Panel as best meeting the criteria above in
aggregate will be the Deliveroo Restaurant Awards 2024 Above and Beyond Category
Winners. The Judging Panel’s decision is final.
● The winner of the Most Sustainable will be notified by phone and email on 12th February
2024 prior to the winners of the Deliveroo Restaurant of the Year Awards 2024 being
formally announced to the public on social media which shall take place no later than 29th
February 2024

SECTION 6: Best Customer Innovation

Number of Winners: There will be one (1) winner for the Best Customer Innovation Award.
Eligibility criteria
● To participate in this Award, restaurants must meet the General Eligibility Criteria.
Entry and Judging Criteria
● Eligible Restaurants must submit a detailed written nomination, max word count 500, via the
website for each award detailing what innovations the restaurant has launched or trialled
based on customer feedback, including new store formats, new recipes or ingredients.

● Each Restaurant can only submit 1 nomination per award category
● The Shortlisted Eligible Restaurants will be submitted to the panel of judges, who will,
together, determine the Above and Beyond awards; Best Customer Innovation, on the basis
of the written nomination detailing how the Restaurant uses Customer feedback to innovate
changes within their restaurant..
● The panel of judges (“Judging Panel”)will consist of:
○ 2 Internal Leaders of category from Deliveroo
● The Eligible Restaurant selected by the Judging Panel as best meeting the criteria above in
aggregate will be Deliveroo’s winner of Best Customer Innovation award. The Judging Panel’s
decision is final.
● The winner of the Best Customer Innovation will be notified by phone and email on 12th
February 2024 prior to the winners of the Deliveroo Restaurant of the Year Awards 2024
being formally announced to the public on social media which shall take place no later than 29 February 2024.

Last updated: 23 August 2024

Photography Service Terms

These terms apply to your receipt and use of Photography Services and the Images produced as part of those services, and supplements your existing agreement with Deliveroo or us (Roofoods Ltd, company number 08167130). 

By clicking “Accept” or by agreeing to receive and use the Photography Services, you agree to comply in full with these terms. 

In these terms, capitalised terms not otherwise defined have the meaning given in your existing services agreement with us. 

You should save a copy of these terms for your records.  We may make changes to these terms, so check back here from time to time. We’ll notify you of material changes before they happen. If you continue to use the Photography Services and the Images produced as part of those services after being notified of a change, you’re deemed to have accepted that change.

Providing you with images

You may ask our team to arrange for photographs of your Menu Items to be taken by Smartshoot, a third party provider (the “Photographer”) for use on our platform only (the “Imagery”). If we agree to do so, you will be required to pay the fee set below or which we otherwise agree in writing (the “Imagery Fee”):

• No. of Images: 15 | Imagery Fee (incl. taxes): £83
• No. of Images: 25 | Imagery Fee (incl. taxes): £126
• No. of Images: 30 | Imagery Fee (incl. taxes): £146
• No. of Images: 40 | Imagery Fee (incl. taxes): £193
• No. of Images: 50 | Imagery Fee (incl. taxes): £221
• No. of Images: 60 | Imagery Fee (incl. taxes): £258
• No. of Images: 70 | Imagery Fee (incl. taxes): £293
• No. of Images: 80 | Imagery Fee (incl. taxes): £330
• No. of Images: 90 | Imagery Fee (incl. taxes): £367
• No. of Images: 100 | Imagery Fee (incl. taxes): £404
• No. of Images: 125 | Imagery Fee (incl. taxes): £497

Each of the photography packages listed above contain 2 hero images. 

Scheduling the photoshoot

The Photographer will attempt to contact you via phone and/or email to schedule the photoshoot. Unless otherwise agreed, you will lose your entitlement to the photoshoot if you have not scheduled a time and date for the photoshoot within 10 days of follow-up attempts to reach you being made. The time and location of the photoshoot must be agreed with your Photographer in writing in advance. You must tell the Photographer about any requirements they must comply with when at the location, and any unsafe areas and hidden dangers, prior to or immediately upon their arrival. 

Preparing for the photoshoot

Before the photoshoot you shall obtain and maintain the required rights, permissions and/or releases in writing of any third party in respect of individuals, property or third party works and trademarks to appear in the Imagery, and you will: (i) provide us with copies of the same upon request; and (ii) indemnify us in respect of the same. 

You must hold adequate and appropriate insurance coverage for the production of the Imagery at the location and in respect of your potential liability under this policy. 

You must ensure items are ready to be photographed, in line with any instructions provided by your Photographer, 15 minutes before the Photographer’s scheduled arrival time. 

During the photoshoot

The Photographer may bring personnel or assistants and equipment to the location at the time agreed between you and the Photographer for the purpose of providing the Imagery. You are responsible for the safety, wellbeing and security of the Photographer, and accompanying personnel, and their equipment while they are at the location during the photoshoot. 

You are responsible for any and all loss, damage or injury suffered by the Photographer and their personnel (including without limitation damage to or loss of their equipment) when at the location, and you will indemnify the Photographer, their personnel and us (as applicable) in respect of the same.

Cancelling a photoshoot

Please contact the Photographer via email (partner-support@smartshoot.com) to reschedule or cancel your shoot ahead of time. If you need to change your photography package, please get in touch with your account manager via the Help section on Partner Hub.

You are responsible for the following cancellation fees:

• If you cancel a photoshoot between 12 and 24 hours before its scheduled time you will be charged a cancellation fee of 50% of the Imagery Fee. 
• If you cancel a photoshoot less than 12 hours before its scheduled time you will be charged a cancellation fee of 100% of the Imagery Fee.

Cancellation fees will be deducted on your next Deliveroo invoice, appearing under the heading INVOICE_CORRECTION_DEBIT.

Using images

Subject to your compliance with these Photography Service Terms, we grant you a limited, non-exclusive, non-transferable, revocable licence to use the Imagery on the Platform in the Territory for the time of your Contract in exchange for the Imagery Fee.

We shall own all copyright and other intellectual property rights in the Imagery.

Subject to any amendments made by us to the Imagery, you are responsible for ensuring that the Imagery is an accurate representation and description of the Menu Items that you offer to customers on our Platform (including quality and quantity), and that the Menu Items you offer and provide to customers are and remain at all times consistent with the Imagery. 

You must not:

• use, or permit any third party to use, the Imagery other than as set out in these Photography Service Terms.  For the avoidance of doubt this means you must not use the Imagery, or allow it to be used, on any platform that competes with Deliveroo;
• adapt, edit or in any way alter the Imagery; or
• use or do anything in connection with the Imagery which may bring us or you into disrepute. 

We have complete discretion over how we use the Imagery and, without limitation, we reserve the right in our sole discretion to:

• amend the Imagery;
• use (including for other partners on our Platform), omit to use, withdraw, suspend or restrict the display of the Imagery on our Platform; and
• object to your use of the Imagery at any time. If we do so, you shall remove the applicable Imagery immediately, or as soon as reasonably practicable and in any event within two days of our notification to you.  

If you wish to use the Imagery for any other purpose, please get in touch with your account manager via the Help section on Partner Hub, where we will review your request. If we agree in writing to grant you additional usage rights, we will notify you of the licence terms that will apply to use of the Imagery. 

Other

We have no liability to you for incidental, consequential, direct, indirect or special damages of any kind or for loss of profits, revenue or business arising out of or relating to the Photography Services or these terms. Subject to the aforementioned exclusion of liability, to the fullest extent permitted by law, our liability for the Photography Services is limited to an amount equal to Imagery Fee paid by you. 

If you wish to use your own imagery instead, please refer to the guidance available on the Help Centre, accessible from the Help section on Partner Hub. 

If you have other questions about the Photography Service, you can ask them by contacting us through the Help section on Partner Hub.