Deliveroo Review

As we continue to adapt to the ongoing COVID-19 pandemic, one thing that has helped the Deliveroo team press forward is you.

We would like to take a moment to thank you for your relentless effort and commitment. To ensure you, our riders, are supported and safe during this time, below is a summary of what we have implemented in the past several months in response to the rapidly changing situation.

Your safety is our priority, and we aim to help your delivery journey run as swiftly and smoothly as possible during this time.

Scroll down to read more!

Chinese New Year Lai See and hygiene packs distribution

In January, pre-COVID-19, we held a blood donation event to give back to the community by working with Red Cross to help those in need. A big thank you to everyone that joined this event!

This year, to celebrate Chinese New Year, we gave out red packets along with mask packs to our riders at different venues in Hong Kong. In total, we held 3 rounds of mask and hand sanitizer distribution with the spending of $500,000, giving out a total of 65,450 masks to our rider fleet since the beginning of the year! We hope these resources have helped you in some way, and thank you to everyone who came to our distribution events!

New Customer Chat

We know you always want to make sure customers receive their food safely, especially during the outbreak of COVID-19. Sometimes it can be difficult to reach a customer, or know what to do when you can’t get hold of them. With our new Customer Chat, you’ll be able to message customers directly in your rider app.

Customer Chat is a simple and fast way of contacting customers after you’ve collected their orders. Just tap the message icon in the top right of the order screen to get in touch. Select one of the pre-written messages or type your own message to start your chat, and continue the conversation by typing your own responses or using one of the automated ones provided. Please note that pre-written messages are only available in Chinese.

Learn more about Customer Chat

Contact-free delivery

Starting from March 16, customers will be able to choose ‘Contact-free delivery’ at check-out. You’ll be able to see when a customer has selected this option in the order’s delivery notes. Helping protect the safety of our riders, restaurant partners and customers is extremely important during this time. With this in mind, please make sure to follow every customer request you receive for contact-free delivery. If we receive several reports about a rider not following Deliveroo’s contact-free policy, their Supplier Agreement may be terminated.

If you would like to know more about contact-free delivery, click the "Contact-free delivery" below to view the demonstration video, or visit our post "Contact-free Deliveries".

Contact-free delivery video

March 14, 2020

Contact-free deliveries

Mother's Day Special

Happy Mother's Day! Deliveroo wishes all Mothers a Happy Mother's Day!

In order to celebrate Mother's day for all the hardworking moms that work with Deliveroo, we have invited one of our “Mommy riders”, Man Luk to share her experience of being a rider and a mother of two.

Click here to read her story

Flowers were also sent to 4 other Mommy riders to thank them for their efforts for balancing their lives of being a rider and a mom at the same time.

Rider Acadamy

We realized COVID-19 has affected many of you and your families. And we’re here to support you. That’s why we’re bringing the Rider Academy to Hong Kong

Through the Rider Academy, you and your family can access over 700+ online courses to develop skills, build your career, or explore a new path at no cost to you. With more of your family at home during this period, we hope that this could be valuable to you and them.

Click her to know more

COVID-19 protection & coverage

All Deliveroo riders can now order a COVID-19 at-home test kit thanks to our new partnership with Project Screen by Circle DNA to enhance your protection during the COVID-19 pandemic. There will be 1,000 tests fully funded by Deliveroo and Project Screen by Circle DNA and you don’t have to pay anything. You could also order the test with the link provided below.

On top of this, we’ve partnered with ZA Bank to ensure all Deliveroo riders in Hong Kong can benefit from the ZA Relief Fund. This means that if you did test positive, you’d be able to claim $20,000 will our guild to apply for our Rider Support Fund should you need financial help. This ensures you receive the observation and treatment you need for the recommended 2 week quarantine period. Please note that in order to apply for the funds above, you have to provide the proof of diagnosis from a hospital, the invoice of your medical expenses, and your ID.

You are welcome to refer to the website about the COVID-19 protection & coverage on the right.

Order COVID-19 test kit

April 24, 2020

Coverage for Deliveroo riders in COVID-19

Brand new rider kit

The brand new Deliveroo Pro Series rider kit is here! The improved kit allows for better movement, better visibility, and better weather protection, without compromising on comfort. It’s our best kit ever.

Look out for it in our upcoming announcements!

Deliveroo Edition updates

We have worked to improve the rider experience and facilities at our three Edition sites, providing you a better and comfortable environment while waiting for your orders.

Each site has placed some signage to remind the riders about our policies and initiative while they wait for their orders. For example, riders could only pick up orders with their thermal bags. To improve the waiting experience for the rider, the addition of charging cables for all phone types was made to Quarry Bay and Wan Chai Edition sites as well. If you would need your phone charged, please go to the site staff and they will be happy to help.

You could also pick up the replacement of your thermal bags at Quarry Bay Edition sites. Please click here to register for a free replacement if yours are damaged. Emails would be sent to notify you once the bags are ready and you could pick them up at the Quarry Bay site accordingly.