Handle Uber Eats orders safely
These guidelines help make every order a great one
They also help build trust among delivery people, customers, and your favourite neighbourhood merchants.
How merchants can provide a safe space for pickups
Merchants and their staff are expected to exercise good judgment and behavior around delivery people and make them feel welcome, just as they would with their in-person customers. They should also provide a safe area for order pickups; for example, merchants should work to prevent violent incidents on the merchant premises that might endanger delivery people’s safety. Discriminatory remarks or behavior by any user of the Uber platform is not tolerated.
Alcohol delivery
Only customers who are the legal age to buy alcohol (18 in Alberta, Manitoba, and Quebec; 19 in Canada's other provinces and territories) and are not intoxicated can order or receive alcohol deliveries where available.
Tips for delivery people
You are responsible for following local requirements for alcohol delivery, which often include asking customers to show their ID and refusing delivery if a customer is underage or appears intoxicated.
Proper handling of orders
Merchants are expected to meet all relevant licensing requirements and all other food laws and regulations—including food safety and hygiene regulations—plus industry best practices and Uber policies. Merchants must maintain valid licences and/or permits where required by law.
Tips for merchants
Many prepared foods are perishable and can cause illness if not properly handled. Such foods can be potentially hazardous if not maintained under the proper time and temperature controls prior to pickup.
To help ensure that food reaches Uber Eats users safely, you’re encouraged to seal packages in tamper-evident packaging ahead of delivery.
You’re expected to act responsibly on information provided by Uber Eats users related to food allergies, intolerances, or other dietary restrictions and reject order requests you can’t fulfill.
Proper delivery of orders
Merchants may outline certain delivery guidelines that promote food safety, adhere to regulatory guidance, or accommodate Uber Eats user dietary restrictions. For example, merchant notifications to keep halal and non-halal food separate should always be followed.
Tips for delivery people
If you use an insulated bag, it can make for a better Uber Eats user experience, but it isn’t required unless you’re delivering in a location where it’s required by law. Deliveries by bicycle may benefit from a more specialized bag to protect food from movement and weather conditions.
You should deliver orders safely and in accordance with relevant safety standards. For example, do not tamper with or open packaging during delivery.
Creating a positive experience for delivery people and Uber Eats users
It’s important for merchants to treat delivery people and Uber Eats users with respect.
Tips for merchants
You should be careful to fulfill and include the correct items in your Uber Eats user’s order. When an Uber Eats user does not receive items or receives wrong items, it can lead to a poor experience.
Long preparation times, long delivery person handoff times (the amount of time it takes for the delivery person to get in and out of your location with the order, including wait time), low online time (your online availability time), long delays before order acceptance, and high cancellation rates also create a negative experience for Uber Eats users and delivery people.
If these metrics, or others, are significantly worse than the average for your city, they may negatively impact other parties’ experiences with the Uber Eats platform, so your metrics should be at least average for your city. If they fall below the minimum standard, we’ll let you know.
Prohibited items
Merchants may only offer to sell items expressly permitted by their agreement with Uber. A merchant cannot offer specially regulated or illicit items, like cannabidiol (CBD) and tetrahydrocannabinol (THC), on their Uber Eats menu. If a merchant’s menu has any items Uber deems prohibited or inappropriate, we may remove those items or otherwise limit the merchant’s ability to post them to their menu.
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