Updates to your app

We’re introducing a new way for you to earn more when you deliver more.

EARN BOOST FEES

for fee-per-delivery riders only
earn more when you deliver more



Report long restaurant wait time

If you’re a fee-per-delivery rider, starting from May 23 your acceptance screen will now include boost fees as a part of your total earnings. You can now earn more when you deliver more.

The order fees shown on your acceptance screen will be divided into two parts: order fee and boost fees. Your total earnings will equal your order fees multiplied by 1.3x to equal boost fees. If your acceptance rate is 80% or higher at the end of every Friday, we’ll add a boost fee to every order you completed during the week (every Saturday to Friday).

Plus, every Saturday your acceptance rate will be reset to 100% – giving you the best chance to make boost fees each week. We know unexpected things can happen while you’re on the road, which is why we’ve designed boost fees in a way that allows you to reject orders while still being eligible for the bonus. So you can earn more and continue to enjoy the market-leading flexibility you and other Deliveroo riders value.

You can track this in-app. With every order offer you will now see:

  • Order fees: The amount you will be paid for every order you’ve completed
  • Your rate: Your current acceptance rate
  • Boost fees: The additional amount that will be added to your fees if your acceptance rate is 80%+ at the end of Friday

And from May 23 to May 29 you’ll earn a boost fee for each order you deliver even if you don’t finish Friday at 80% or higher, to help you see what you could earn in the future.

Where can I see my boost fees?

Boost fees will be calculated and shown in the Earnings page of your app every Monday and will appear on your invoice as ‘Fee Adjustment - Boost Fees’. Meanwhile, your payment will be made:

Weekly on Wednesdays

May 16, 2020

Boost Fees and My Earnings

Smarter mapping and fairer fees

We’re also updating our mapping system to calculate the best fee for each delivery. Instead of calculating the distance of your journey as a straight line, our new smart street routing system uses information about traffic flows, diversions, hills and distances to better estimate how long a journey is likely to take and the fee for each order.

More accurate mapping means fees that better reflect the effort required for each delivery. Every order is different and every fee should be too – and it must be reflective of the work you would do to complete that order.

With boost fees, your total earnings per order will be similar to what you have seen previously, or even higher. The way your fees are calculated will also be fairer to better reflect the effort needed each order. So you’ll see more realistic order fees for deliveries that require little travel or time, as well as higher fees for longer distances.

This means that the fee you are offered for the shortest distances will be lower than you have seen previously, but higher for medium and long distances. We know unexpected things can happen while you’re on the road, which is why we’ve designed boost fees in a way that allows you to reject orders while still being eligible for the bonus. So you can earn more and continue to enjoy the market-leading flexibility you and other Deliveroo riders value.

Rather than focusing on a minimum fee that you rarely see, we’re investing in the orders that you see most frequently – the medium and long distance deliveries. As well as spending more money on these deliveries, we’re also redistributing some fees from the very short to the very long orders.

Long Restaurant waiting time

We know waiting a long time at a restaurant can be frustrating. We’ve now changed the system so that if you’re waiting for 15 minutes or more after an order’s ‘Food Ready Estimate’, you can contact the Customer Service team to unassign the order without impacting your acceptance rate. You should always get in touch with Customer Service through the Live Chat to unassign an order with a long wait time.

DO NOT tap ‘Reject order’. If you do, we will not be able to adjust your acceptance rate afterwards.

You could also fill in the form below if you would like to report restaurants with consistently long wait times.

Report Long Restaurant Wait Time

May 30, 2020

Unassign orders with long wait times

Minimum Earning Guarantee

This also means that minimum delivery fees are not a true measure of earnings or security. Minimum Earning Guarantees were designed to help riders to earn great fees in new and developing zones. Since Deliveroo first came to Hong Kong in 2015, we’ve invested a lot in creating fantastic experiences for our customers, restaurant partners and riders. And because of that, the number of orders made by customers has grown dramatically.

With orders continuing to grow, few riders use the Minimum Earning Guarantee today. Because of this, the guarantee will no longer apply for fee-per-delivery riders in Hong Kong from May 23.

Thanks to Deliveroo’s growth in Hong Kong and improvements to the rider app – like the ones announced today – we’re confident that you’ll continue to be able to reach your personal earnings targets and earn strong fees with Deliveroo.

Walker/bicycle friendly zones

To help maximize your earnings and improve your delivery experience with us, click the buttons below for a list of walker/bicycle friendly zones.

FAQ - Boost fees

The sooner an order is accepted, the better service our customers will receive. By accepting orders, riders help create a consistently great service for Deliveroo customers. 



Boost fees will be based on customer demand. You can view the boost fee that’s available, alongside a total of the boost fees you could earn if you finish Friday with a rate of 80% or higher, in your app. 



Multiplier is the multiplying factor that would be used to calculate the boost fees if you finish Friday with a rate of 80% or higher, shown in your app each week. 



Your boost fees will be calculated by multiplying your order fee with the multiplier for each order.

For example: if the order fee for this order is $100 and the multiplier is 1.3x,
your boost fee = $100 X (1.3-1) = $30

The total earnings of this order including the boost fee = $100 + $30 = $130.

You are eligible to earn the boost fee if you finish Friday with an acceptance rate of 80% or higher.

 



If your acceptance rate is below 80% at the end of Friday, you will not earn any boost fees. You’ll receive the order fees for the deliveries you’ve completed every week, unless you choose to request them early by tapping ‘Get paid’ on the Earnings page in the app before then. You can also view your cumulative order fees there. 

You may also go to your Earnings page to see if you were eligible for the boost fees. Just click on your current balance and ‘Get paid’ then ‘View Invoice’.





  • Tapping ‘reject’ when you get a new order
  • Not accepting an order within 100 seconds
  • Unassigning yourself or asking Rider Support to unassign an order for you


Your acceptance rate will not be affected if the restaurant or the customer has cancelled the order. We understand that issues may arise while you’re on the road – your acceptance rate should not be negatively impacted by issues that are outside of your control.



We understand issues may arise while you’re on the road which is why we’ve designed the new acceptance fee in a way that allows you to reject some orders while still being eligible for the bonus.
If a restaurant’s wait time is unacceptably long, please fill in this form to notify our Support team.



By choosing to accept and deliver orders regularly, including medium and long distance deliveries, your earnings should improve. We’ve made these changes to help riders to earn fees that better reflect the effort that you put into each delivery.



When you’re ready to head home, you can let us know while you’re on your order and avoid impacting your acceptance rate. To let us know, just swipe right on the order screen and tap the tick box next to ‘Make this my last order’. Once you’ve ticked the box, you won’t be sent any more orders during your session.



If you reject a stacked order as soon as you’re offered it, this will be counted as 1 order unassignment. If you reject a portion of a stacked order once you’ve arrived at the restaurant, it will also be counted as 1 order unassignment. Once you complete both orders on a stacked assignment, this will be counted as accepting 2 orders.



Your acceptance rate will not affect what time you can book slots. You are required to book sessions in advance as always, unless there is immediate availability at the time, in which case you can simply log in to ride. You can read more about statistics here.



We understand issues may arise while you’re on the road, which is why we’ve designed the new acceptance fee in a way that allows you to reject orders while still being eligible for the bonus. Because of this, your acceptance rate should not be negatively impacted by issues that are outside of your control, such as bike breakdown, road accidents, or extreme weather conditions.



You won’t be able to see your past acceptance rates in the app once Friday has passed. If you would like to see your acceptance rate for the previous week, you can go to your Earnings page and click on your current balance, then ‘Get paid’. From there, click ‘View Invoice’ to see if your acceptance rate was above or below 80%.

Click here for a step-by-step on how to read your invoice.



FAQ - Earnings

Due to the growth of Deliveroo in Hong Kong since 2015, few riders were using the Minimum Earning Guarantee. Because of this, the guarantee will no longer apply to fee-per-delivery riders in Hong Kong from May 23. Rather than focusing on a minimum fee that you rarely see and which negatively impacts longer distance deliveries, we’re focusing on your overall earnings. 



To learn more about the best zones to ride in, click here for a walker friendly zone guide, and here for a bicycle friendly zone guide



Yes. You can get paid whenever you want, as often you want, by tapping ‘Get paid’ on the Earnings page in the Rider app. 

Boost fees for the previous week will only be calculated and shown in the Earnings page of your app every Monday morning. If you choose to cash out on or after Monday you’ll be paid any boost fees you earned the previous week along with your order fees. If you don’t cash out you will be paid once every week and your boost fees will appear in your invoice as ‘Fee Adjustment – Boost Fees’.



If an in-app surge is available in your area any boost fees you earn during that time will be higher than normal. Other fees such as tips, email surges, and other bonuses will not be factored into your boost fees.



Rather than focusing on a minimum fee that you rarely see, we’re investing in the orders that you see most frequently – the medium and long distance deliveries. As well as spending more money on these deliveries, we’re also redistributing some fees from the very short to the very long orders. This means that the fee you are offered for the shortest distances will be lower than you have seen previously, but higher for medium and long distances.



By choosing to accept and deliver orders regularly, including medium and long distance deliveries, your earnings should improve. We’ve made these changes to help riders to earn fees that better reflect the effort that you put into each delivery.



Every fee reflects the order journey from where you are to the restaurant and from there to the customer, taking into account non-travel elements such as estimated waiting at the restaurant, parking or finding the customer. Keep an eye out for surge fees being offered in the app – these mean you can make more during busy times.



No, none of these updates apply to riders that work with Deliveroo on hourly contracts.