How to get a Deliveroo refund for a missing order
It is incredibly frustrating when you order food and it simply never shows up. You have a right to receive what you paid for, and a missing Deliveroo order means you are entitled to a full refund. Do not let your money disappear along with your dinner.
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Under the UK Consumer Rights Act 2015, goods must be as described and the service (delivery) must be performed with reasonable care and skill. If your Deliveroo order never arrived, these conditions have not been met, meaning you are entitled to a full refund. If Deliveroo fails to provide this, you can pursue a chargeback through your bank, which is a payment protection scheme allowing your bank to reclaim funds from the merchant's bank.
Step by step
- 1Check your Deliveroo app for the latest delivery status and any messages from the driver. Sometimes, there might be a simple explanation or a way to contact them directly through the app.
- 2Immediately contact Deliveroo's customer support through the app's 'Help' section for the specific order. Clearly state that your order is missing and you have not received it.
- 3Provide all necessary details, including your order number, the time it was due, and any communication you had with the driver. Insist on a full refund to your original payment method.
- 4If Deliveroo refuses your refund or offers only credit, contact your bank or card provider to initiate a chargeback. Explain that you paid for goods and services that were not delivered.
What they'll say, and your comeback
“The driver marked the order as delivered, so we assume it was.”
Comeback, I have not received my order. The driver marking it as delivered does not change the fact that it is missing. I expect you to investigate this fully and process my refund.
“You need to contact the restaurant directly about this issue.”
Comeback, I placed my order and paid through Deliveroo, making you the retailer. My contract is with Deliveroo, not the restaurant. You are responsible for ensuring I receive my order.
“We can only offer you Deliveroo credit for your next order.”
Comeback, I paid with cash, card, or another payment method, not credit. Under the Consumer Rights Act 2015, I am entitled to a full refund to my original payment method for services not rendered.
FAQ
How long does a Deliveroo refund take?
Once Deliveroo processes a refund, it typically takes 5 to 10 business days for the money to appear back in your bank account, depending on your bank's processing times.
What if I only received part of my order?
If items are missing from your order, you are entitled to a partial refund for the value of the undelivered items. Contact Deliveroo support via the app and clearly specify which items were missing.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.