Our Approach to Cancellations
Some deliveries that are cancelled by the delivery partner will not be eligible for the full delivery fee. When you accept a delivery request from a restaurant, you agree to deliver food to their customers for them. The restaurant expects you to do your best to ensure that the delivery is then completed. Delivery partners who try to contact the eater at least 2 times on arrival at the drop-off point, and wait at least 8 minutes before cancelling a trip, stand a better chance of successfully delivering food for their restaurant. If you don’t complete all stages of a delivery, you may not receive the full delivery fee from the restaurant. There are of course times when it is not possible to find the eater despite your best efforts, and this will not affect the delivery fee.
As a reminder, you are entirely free to reject a delivery request, as well as cancel a delivery that you have agreed to provide for a restaurant. However once you have collected the food, the restaurant expects you to take steps to complete that delivery.
Recommended steps
To increase the chance of a successful delivery and of receiving the full delivery fee, we have set out the steps we recommend you take before cancelling an order.
When you arrive at the delivery address:
There may be various reasons why someone has not been able to immediately come out to collect the food. If you can’t find the eater at the delivery address, we recommend that you:
- Try calling them if applicable in your market: when you arrive at the pick up location by tapping the phone icon in app
- If you can’t get hold of them, try calling them at least one more time
- If you’re unable to make contact after 8 minutes, you can feel free to cancel the delivery, unless you would like to wait longer
We’ve also introduced the customer countdown, a feature that allows you to end a delivery trip with ease. If you’re still unable to find the eater when your customer countdown ends, you can be sure that you’ll receive 100% of the delivery fee.
You will always receive 100% of the delivery fee if you arrive at the customer’s location, try to contact him/her at least 2 times, and wait the recommended 8 minutes.
Failure at Pickup Location
Failure at or near restaurant after food pickup
| Pickup Fee | Distance Fee | Drop Off Fee | Boost |
| Not paid | Not paid | Not paid | Not paid |
Failure on your way to eater location
Failures after pickup, on your way to eater location (incl. damaged order)
| Pickup Fee | Distance Fee | Drop Off Fee | Boost |
| Paid | 50% Paid | Not paid | Not paid |
Failure at Eater Location
Failures at eater location : Did not follow recommended steps
| Pickup Fee | Distance Fee | Drop Off Fee | Boost |
| Paid | Paid | Not paid | Not paid |
Failure at Eater Location
Failures at eater location : Followed recommended steps
| Pickup Fee | Distance Fee | Drop Off Fee | Boost |
| Paid | Paid | Paid | Paid |
Please note that no delivery fare will be paid when a delivery is marked as completed in-app but not delivered to the eater.
Posted by Dave
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