Delivering age-restricted items

Local laws require that items such as alcohol or tobacco not be delivered to people under the age of 18 or, for alcohol, to people who are intoxicated. This means that if the order you're picking up contains restricted items, the app will prompt you to complete a set of checks to assist you in complying with your legal obligations. This process is the result of legal and regulatory requirements, not independent instructions or guidance by Uber.

You should request a valid, government-issued photo ID from the customer. The identification should include the customer's photo, date of birth and either a holographic mark or an ultraviolet feature. You can perform certain checks to verify the ID is valid:

• Check the ID's expiry date to ensure it hasn't expired
• Check that the person to whom you're handing the order to matches the photo of the person on the ID
• Additionally, you can check that the ID has smooth edges and an even surface.

If you have any doubts about the validity of the ID or the recipient's age, you can decline delivery and explain to the recipient that you cannot legally deliver the order to anyone who looks underage or can't provide an acceptable ID. If they have additional questions, they can contact Support in the app.

If you're unable to complete the delivery, you can indicate the reason in your Driver app. Your app will route you back to the merchant to return the order on the customer's behalf. Your fee will include payment for the entire trip (including going back to the merchant).

You can end the trip in your Driver app and indicate the reason as "Item damaged". Your app will then prompt you to call the restaurant or shop to report the breakage. The app will prompt you to return the entire order (damaged and undamaged items) to the merchant on the customer's behalf. You won't be charged for damaged items. You may let the customer know that they will not be charged for the damaged order and that they can reorder through the Uber Eats app. Your fee will include payment for the entire trip (including going back to the merchant).

As long as you return the alcohol or tobacco to the restaurant or shop, your rating will not be affected if you're unable to complete a delivery due to the customer not having a valid ID, being underage or being intoxicated. Once you return the alcohol or tobacco, the trip will be considered completed. You will be compensated for both the original and return portions of the trip.

Your rating will not be affected if you're unable to complete a delivery due to the customer not having a valid ID, being underage or being intoxicated (where applicable for alcohol orders). Once you return the order, the trip will be considered completed. You will be compensated for both the original and return portions of the trip.

Yes, we recommend you have your ID with you when you go into the restaurant or shop. The restaurant or shop may want to verify that you are at least 18 years old and that your name matches the name of the courier for the order on their dashboard.

Delivering restricted items, such as alcohol and tobacco, is optional and will not affect your ability to receive food delivery requests via the Uber Eats app. If you no longer wish to deliver these items for any reason, you can opt out at any time by contacting our Support team at help.uber.com, or following the in-app steps within the Help Centre.

• Place the card in the frame and make sure all text is clear and visible
• Avoid glares or shadows in the photo
• After submitting the photo, please allow 30–45 seconds for ID verification to complete.

If the in-app verification fails, the app will prompt you to input the delivery recipient's date of birth and the expiry date of their ID into the app. Make sure you enter the exact date of birth and expiry date on the ID.

If the customer does not agree to have their ID scanned for any reason, select "No valid ID" in trip issues and you will be prompted by the app to return the items to the shop. If you have any concerns, you should not complete the delivery. The driver app will navigate you back to the shop to return the alcohol. Your payment will include the return trip back to the store.

The app will direct you to scan the ID of all customers who have ordered restricted items, regardless of the age they appear. We recommend you follow these instructions to meet your legal requirements to verify the age of the recipient. If the customer does not agree to have their ID scanned for any reason, select "No valid ID" and you will be prompted to return the items to the shop.

If the recipient doesn't produce a valid ID, hit the 'No Valid ID' button in your driver app, which will initiate a return trip. Let the customer know that you cannot legally deliver the order which requires age-verification without a valid ID.

If the customer is uncooperative or tries to argue with you, consider politely ending the conversation. If you ever feel unsafe, please leave the drop-off location immediately and contact our Support team as soon as you can. If you have immediate concerns for your safety, call the police for immediate assistance.

If the customer has pre-emptively taken the order before you could complete all the steps and is uncooperative, please leave the drop-off location and contact our Support team as soon as you can.

Common signs of intoxication include:

• Impaired reactions and coordination
• Swaying
• Fumbling and difficulty in picking up objects
• Rambling conversation
• Becoming loud, boisterous
• Becoming argumentative
• Using offensive language
• Difficulty walking straight
• Bumping into furniture
• Loss of train of thought
• Difficulty in paying attention
• Not hearing or understanding what is being said

If you are concerned that the recipient may be intoxicated, please hit the 'Customer seems intoxicated' button in your app and let the recipient know that you are not legally allowed to deliver the alcohol to them. Once you mark the recipient as intoxicated, the app will navigate you to return the alcohol to the shop. Don't worry, you'll be paid for the return trip.

If at any point you experience issues or have questions about an alcohol delivery, let us know by tapping 'Help' in the Uber driver app. We'll follow up as soon as possible.