Deliveroo UK Rider Support
Account Change topic
- How can I change my vehicle type?
- How do I get a Rider Information Pack?
- Will the expected delivery time take restaurant wait times into account?
- I arrived at the customer on time, but they didn’t come to the door for 10 minutes. What should I do?
- If I don’t arrive when the app tells me to, will I be offered fewer orders?
- Should I un-assign myself from the order if I don’t think I can get to the customer in time?
- Does the expected time displayed take into account my vehicle type?
- Brexit - Applying for Settled Status to stay in the UK
- How do I refer a friend?
- My Supplier Agreement was terminated. Can I dispute Deliveroo’s decision?
- What happens if I’m affected by an outage with the app?
- How long can my account remain inactive for?
- Can someone else work on my behalf (substitute)?
- What should I do if I’m having app issues?
- How can I change the area I work with Deliveroo in?
- How do I update my account details?
- Where can I view the number of deliveries I’ve done?
- How do I change my bank details?
- Why does my app sometimes log me out?
- Why haven't I received my referral reward?
Can someone else work on my behalf (substitute)?
You’re free to ask a substitute to work on your behalf at any time – with no need to let us know.
They will need to be able to access your app, either through your own phone or by logging into your app on their phone. If they don’t have the app, they can download it by searching Deliveroo Rider in the app store, or by using these links: iOS | Android
If your substitute is using their own phone, you will need to change the phone number on your account to theirs - you can do this in the app. When they’ve finished delivering you'll need to change it back.
There are a few things you’ll need to bear in mind: it’s your responsibility to make sure they follow your own Supplier Agreement. You will also be responsible for arranging their payment. Finally, they can't have previously had their own Supplier Agreement ended by Deliveroo.
You'll also need to make sure that your substitutes have no unspent convictions, and we’ll reimburse you for half the cost of a criminal background check on a substitute. With the Government's Disclosure and Barring Service (DBS), this costs £23 - meaning we'll reimburse you £12.50. Here’s what happens:
- Have your substitute fill in their details here
- DBS will do the criminal record check – this usually takes around 10 days.
- Your substitute will get an email when the check is complete, as well as a certificate with the results.
Once the check is complete we’ll reimburse you for 50% of the cost. Just send your receipt to us as an attachment, and this will appear as an adjustment in your next invoice.
