Handle Uber Eats orders safely
These guidelines help make every order a great one. They also help build trust among couriers, customers, and your favourite neighbourhood merchants.
Merchants: Proper handling of orders
Merchants are expected to meet all relevant licensing requirements and all other food, alcohol and product laws and regulations—including food safety and hygiene regulations—plus industry best practices and Uber policies. Most importantly, Merchants are responsible for ensuring that the products that they sell are safe and compliant with laws and regulations. Merchants must maintain valid licences and/or permits where required by law and must adhere to our food hygiene rating policy.
- 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.
Couriers: 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 couriers
A courier must use an insulated bag in order to provide a safe and hygienic service although couriers are under no obligation to use Uber Eats-branded items.
You should deliver orders safely and in accordance with relevant safety standards and laws (including food safety). For example, do not tamper with or open packaging during delivery.
How merchants can provide a safe space for pickups
Merchants and their staff are expected to exercise good judgement and behaviour around couriers 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 couriers’ safety. Discriminatory remarks or behaviour by any user of the Uber platform is not tolerated.
Alcohol delivery
Only customers who are the legal age to buy alcohol (18 and above in the UK) and are not intoxicated can order or receive alcohol deliveries where available.
Tips for couriers
You are responsible for following local requirements for alcohol delivery, which may include asking Uber Eats users to show their government issued photo ID and refusing delivery if a customer is underage or appears intoxicated.
Creating a positive experience for couriers and Uber Eats users
It’s important for merchants to treat couriers and Uber Eats users with respect.
Tips for merchants
You should be careful to fulfil 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 courier handoff times (the amount of time it takes for the courier 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 couriers.
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, according to applicable laws and regulations, 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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