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, make them feel welcome, and provide a safe area for order pickups.
Alcohol delivery
Only customers who are the legal age to buy alcohol and are not intoxicated can order or receive alcohol deliveries where available. Uber Eats users may be asked to present government-issued photo IDs. Delivery people may use technology to verify the ID presented and the user’s age.
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. Otherwise, the alcohol portion of the order will not be able to be delivered and may be returned to the seller on the Uber Eats user’s behalf and at the Uber Eats user’s expense.
Proper handling of orders
Merchants are expected to meet all relevant registration and licensing requirements and all other industry best practices, Uber policies, and food laws and regulations—including in respect of food safety and hygiene. Merchants must maintain valid merchant registrations, licenses, and/or permits.
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. It is important to maintain good hygiene practices throughout order preparation.
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 with which you cannot comply. You should provide allergen information and clearly label ordered items with the specific food allergens.
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.
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. Specific merchants may ask you to use an insulated bag.
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
Tips for merchants
You should be careful to fulfill and include the correct items in your Uber Eats user’s order.
Long preparation times, long delivery person handoff times (how long it takes for the delivery person to get in and out of the merchant’s location with the order, including wait time), low online time (a merchant’s 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 a merchant’s metrics are below the minimum standard for its city, we will let them know.
Prohibited items
Merchants may only offer for sale items expressly contemplated under their agreement with Uber. Uber may remove from—or otherwise limit the merchant’s ability to post to—a merchant’s Uber Eats menu any items Uber deems prohibited or inappropriate.
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