Deliveroo refund refused? Get your money back anyway
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. Citizens Advice confirms that if an item was not delivered to the agreed location, the seller is legally responsible for sorting it out. This means you are entitled to a full refund. The seller must resolve the issue within a reasonable time, typically 30 days. 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 or website. Go to the person icon, then 'Orders', select the relevant order, and use the 'Order Help' function. This is the quickest way to report a missing 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, offers only credit, or fails to resolve the issue within a reasonable timeframe (e.g., 30 days), you have two main options. First, contact your bank or card provider to initiate a chargeback, explaining that you paid for goods and services that were not delivered. Second, escalate the issue to Citizens Advice, the main UK consumer advice body, for further guidance and support.
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.
What actually happens
In practice, getting a Deliveroo refund for a missing order often starts and ends with the in-app 'Order Help' function. Deliveroo themselves state this is the fastest way to resolve issues, and they do process refunds for missing or incorrect orders. Most customers will get their money back this way, usually within 5 to 10 business days. If Deliveroo is uncooperative or offers only credit, escalating to a chargeback via your bank is the next step. For persistent issues, Citizens Advice is the recommended UK consumer body to contact. While the law allows up to 30 days for resolution, most missing order cases are handled much faster through the app.
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.
What if Deliveroo refuses my refund?
If Deliveroo refuses your refund or offers only credit, you can initiate a chargeback through your bank or card provider. Alternatively, escalate the issue to Citizens Advice, the main UK consumer advice body, for further assistance and to understand your legal options.
How long does Deliveroo have to resolve my issue?
Citizens Advice states that the seller must resolve non-delivery issues within a reasonable time, which is typically considered to be 30 days from the agreed delivery date.
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Reclaim it now, free →More money you might be owed
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-09-08.