Deliveroo rules and policies explained in plain English

By FastBuySale Newsroom · 9 Nov 2026 · 39m ago

Why the rules matter

Deliveroo connects UK customers with restaurants and shops, and riders deliver orders by bike, e-bike, moped, motorbike or car. Because riders are self-employed, they have more freedom than employees: they choose when to log in and which orders to accept. But they also agree to Deliveroo's supplier agreement and rider policies, and the law sets rules on right to work, vehicles, insurance and age-restricted products. This guide explains the main rules in plain English. It is a summary rather than a legal reading of the agreement, and policies change from time to time, so always check the latest versions in the rider app and resources.

Self-employed status

Deliveroo riders in the UK are self-employed independent contractors rather than employees. The courts have considered riders' status, and the UK Supreme Court ruled in 2023 that riders were not workers for the purposes of collective bargaining, partly because of their right to use substitutes. In practice, self-employment means riders choose their hours, can work for other apps, provide their own vehicle and equipment, and handle their own tax and National Insurance. They do not receive employee benefits such as holiday pay or sick pay from Deliveroo.

Right to work and identity checks

Before riding, you must prove your right to work in the UK and verify your identity. Deliveroo also uses ongoing identity checks, such as selfie verification when logging in, to make sure the person riding is the registered account holder. Failing or avoiding these checks can lead to your account being paused or ended. Keep your right to work documents up to date in the app.

No account sharing

Your account is personal. Letting someone else ride on your account, or renting your account to someone who cannot pass checks, is prohibited. It can also be illegal if the person does not have the right to work in the UK. Account sharing is one of the most common reasons for accounts being closed.

Substitutes

Deliveroo's agreement allows riders to use substitutes, but substitutes must meet the platform's requirements, including registering and passing right to work checks. The rider remains responsible for the substitute's conduct and for any payment arrangement between them. Using an unregistered substitute breaks the rules.

Vehicle rules

Bicycles must be roadworthy, with working brakes and lights after dark. E-bikes must meet the rules for electrically assisted pedal cycles, including a motor that is no more than 250 watts and stops assisting above 15.5 mph; more powerful e-bikes need registration, tax, a licence and insurance like a moped. Privately owned e-scooters are not legal on public roads or pavements. Mopeds, motorbikes and cars need the correct driving licence, registration, road tax, MOT where required and insurance.

Insurance

If you ride a moped or motorbike or drive a car, you need insurance that covers hire and reward or food delivery, as standard policies usually exclude it. Deliveroo has provided riders with some free insurance while working, such as third-party liability cover for cyclists and personal accident cover, but check what is included and where gaps remain. Riding without valid motor insurance is a criminal offence.

Road safety

Riders must follow the Highway Code and road traffic laws. That means no riding on pavements, no running red lights, no using a handheld phone while riding or driving and using lights at night. Unsafe riding can harm you and others and can lead to complaints and account action.

Food safety and hygiene

Keep your delivery bag clean, keep hot and cold items separate and never open sealed packaging. Do not leave food in unsafe places. Customers and restaurants can report food safety concerns, and repeated issues can lead to action.

Alcohol and age-restricted items

When delivering alcohol or other age-restricted products, riders must check that the customer is old enough, following the age verification policy, which often follows the Challenge 25 approach. If the customer cannot show valid ID, appears underage or is visibly intoxicated, you should not hand over the restricted items and should follow the app's process.

Fees and tips

Riders receive a fee for each order, which can vary with distance, time and demand. Boosts may apply at busy times or in busy areas. Deliveroo has said riders receive the tips customers add. Fee statements in the app show what you earned. Check them regularly and raise any errors promptly.

Rejecting orders

As self-employed riders, you can accept or reject orders. Rejecting orders is part of choosing your work, though the app may show information about your activity.

Conduct standards

Riders must treat customers, restaurant staff and other riders with respect. Harassment, discrimination, aggression or theft breaks the rules and can lead to immediate account closure. Keep communication through the app's tools and do not keep customers' personal information.

Fraud

Marking orders as delivered when they were not, claiming false wait times, manipulating GPS or using unofficial apps to gain an advantage counts as fraud and can lead to account closure and legal action.

Worked example: a costly shortcut

Tom lets his cousin, who has not passed right to work checks, use his account on weekends. A selfie check flags a different face and the account is paused, then closed after review. Tom loses his income from the app, and his cousin could face immigration consequences. Registering his cousin as an approved substitute, if eligible, would have followed the rules.

Tax and records

Riders report earnings through Self Assessment if their trading income is above the 1,000 pound trading allowance. Keep fee statements and records of expenses such as bike repairs, fuel, phone costs and kit. Set aside part of each payment for Income Tax and National Insurance.

Delivering to the door

Follow the customer's delivery notes, such as flat numbers, gate codes and where to leave orders. If you cannot find the address or the customer does not answer, use the in-app contact options and follow the app's steps for unsuccessful deliveries rather than leaving food somewhere unsafe or taking it away without following the process. Photos of where you left an order can help resolve disputes about missing deliveries.

Restaurant pickups

Restaurants expect riders to wait in designated areas, follow their pickup procedures and treat staff politely. If an order is not ready, you can usually wait or use the app to report a delay. Check that the order number matches and bags are sealed before leaving. Taking the wrong order or tampering with food can lead to complaints and account action.

Equipment and branding

Riders are not usually required to wear branded clothing or use branded bags, though many choose to. Whatever bag you use should be clean, insulated and large enough to keep food level. Wearing high-visibility clothing and a helmet is strongly recommended for cyclists and required for some vehicles.

Data and privacy

Riders handle customer names and addresses. Use this information only to complete deliveries, never keep it or share it, and never contact customers outside the app after delivery. Misusing personal data can breach data protection law as well as Deliveroo's rules.

Appeals

If your account is paused or ended and you believe the decision was wrong, use the appeal or review process described in the rider resources. Provide clear evidence, such as screenshots, fee statements and delivery photos, and keep your messages factual and polite.

Working for other apps

Because riders are self-employed, they can usually work for other delivery apps at the same time, as long as they follow each platform's rules.

When policies change

Deliveroo updates its agreement and policies from time to time and notifies riders. Read these updates, because continuing to ride generally means you accept them.

Reader questions

Have a question about delivery work? Send it through the Ask page on this site.

Disclaimer

This article is for general information only and is not legal or tax advice. Rules and policies change; check the rider app, official guidance and the current supplier agreement.

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