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Deliveroo’s support to customers, riders, restaurants and the community during the COVID-19 pandemic

Deliveroo’s support to customers, riders, restaurants and the community during the COVID-19 pandemic

We would like to share an update on the action we have taken to support our customers, riders and restaurant partners, and the contribution we have made to the wider community.

As a business we are relentlessly focused on doing everything we can to support the riders working with us, to bring customers safe deliveries from the best restaurants across the country, and to support the communities in which we operate. Further updates will be posted to this blog.

Improving customer safety

To support our customers, we have taken decisive action to ensure the highest hygiene standards and provide reassurance that we still provide the same incredible service that they know and love.

Deliveroo was the first delivery platform to introduce a new, contact-free delivery service so that customers and riders can request in the app that food is left safely on the doorstep.

We want to reassure our customers that the European Food Safety Authority has said that "there is currently no evidence that food is a likely source or route of transmission of the virus".

Caring for our riders

Throughout this period the safety and well-being of our riders has been an overriding priority. They play a vital public service role and help people get the food they need and want at this challenging time, but we know they have to do so safely and securely.

Since the outbreak of COVID-19, our dedicated rider support team has provided constant advice to riders on how to stay safe, as well as hygiene guidance based on Government advice. Guidance and updates are available on the rider website.

We have made sure that our riders have access to hand sanitizer and masks and have asked all of our restaurant partners to provide riders with access to soap and water or hand sanitising gel.

We have also partnered with Project Screen by Circle and ZA Bank to offer its riders free COVID-19 testing and emergency aid. Our riders can take the WHO-recommended test and can do so at home and get their results back within 1 business day. If riders are unfortunately diagnosed with a novel coronavirus infection, they will be able to obtain an emergency aid of HK$ 20,000 through the ZA Relief Fund by ZA International, in addition to the "rider hardship fund" we provide.

Caring for the community

We are pleased to work with The Nest Bakery, which have been employing adults with learning abilities to build their confidence for the past 25 years, to start a morale-boosting community project called "Cakes for Heroes, Baked by Heroes!". Delicious cakes made by this new on Deliveroo restaurant will be handled and delivered by Deliveroo Catering to medical staff to show our support and respect towards their concerted effort on the frontline. The first delivery to Pamela Youde Nethersole Eastern Hospital was done on 29th April, 2020.

Strengthening restaurant support

Deliveroo is here to deliver for restaurants who want to carry on offering their amazing food to families at home during this difficult time.

To amplify this message, we launched a new global campaign #HereToDeliver to help our customers know that their local restaurants are still open and ready to help.

We have seen thousands of new restaurants join Deliveroo who did not perform delivery services until now. Restaurants turning to delivery on Deliveroo include large chains, local family favourites, high-end Michelin starred-restaurants as well as smaller takeaways.

Deliveroo is using our expertise to help guide restaurants as they make the transition from dine-in to delivery-only outlets. Deliveroo is the only platform, for example, to publish detailed guidance on how restaurants can run delivery-only outlets safely, covering issues such as how to minimise contact, packaging and hygiene best practice. Deliveroo has extensive expertise in this area which it will share with restaurants across Hong Kong.

We have also:

  • Developed bespoke online marketing support for restaurants to let customers know they are operating delivery services
  • Established teams of people across the business to recruit and support restaurants who want to be able to deliver food
  • Introduced a one month commission relief of 15-20% for restaurant partners from February to March
  • Introduced a one month payment delay for our exclusive partners to free up restaurant cash flow
  • Introduced a reduced commission rate of 5% for all Pickup orders across all our restaurant partners
  • Developed an app to introduce 'contact-free delivery' so that restaurants can give confidence to consumers that delivery is conducted safely
  • Shared expert advice and guidance on how to operate safely during the outbreak
  • Supporting the community

Stay with us, we're here to deliver, to help.

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