Last updated: May 6, 2019
We want the Uber Eats app to be an enjoyable experience for everyone. These Community Guidelines are designed to ensure that all users have a positive experience when using Uber Eats. Please take a moment to read them. Because however you want to use Uber Eats - as a restaurant partner looking to deliver your food, a consumer hungry for a good meal, or a delivery partner wanting to make money, either as an independent contractor or as an employee of a company partnering with Uber Eats—your behaviour matters.
Treat each other as you would like to be treated yourself: with respect. Most important of all, remember that when you use Uber Eats, you will meet people who may look different to or think differently from you. Please respect those differences. We want everyone to feel welcome when they use Uber Eats.
Everyone wants to get their order in the safest way possible. So please ensure that you follow all local laws. Restaurants and delivery partners have a particular responsibility when it comes to safety when using Uber Eats. That means always following food safety rules and regulations. And for delivery partners on the road, it means ensuring the delivery is completed safely; keeping to the speed limit; not texting while on the road; and never delivering under the influence of alcohol or drugs. And if you’re on the road and feel tired, take a break. Be safe.
You must be at least 18 years old to have an Uber Eats account, either as a consumer or as a delivery partner (or the legal age to drive your chosen mode of transport, if older than 18 in your country). If your underage child or sibling is using your account to receive food, a parent or guardian must be with them when the order is delivered.
Whether you are a consumer, restaurant partner or delivery partner, please rate your experience at the end of each delivery. Honest feedback helps ensure that everyone is accountable for their behavior. This accountability creates a respectful and safe environment for everyone. And if something happens during a delivery—for example if there’s a mix-up in the order—make sure to report it by tapping “Help” in the app for follow up. In the case of an emergency, you should contact your local emergency services.
The guidelines below help explain some of the specific examples that may cause you to lose access to your Uber Eats account as a consumer, restaurant partner or delivery partner in EMEA.
Uber Eats has a zero tolerance policy towards discrimination of any kind. This means you will lose access to your account if you are found to have engaged in discriminatory behavior in any way, including having discriminated against another user based on their race, color, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.
Fraudulent activity and misuse of Uber Eats undermines the trust on which Uber Eats is built. We may deactivate any account(s) associated with this type of activity, including: abusing promotions or refunds; collusion between users; disputing charges for fraudulent or illegitimate reasons; or creating duplicate accounts.
As a restaurant partner, temporarily or permanently losing access to Uber Eats can be disruptive to your business. That’s why we believe it is important to have clear policies, outlined below, that explain the circumstances in which you may be denied access to Uber Eats. In addition to the termination events included in their contractual agreements for Uber Eats, businesses can lose access to Uber Eats if they violate these Community Guidelines.
Your behavior while participating on the Uber Eats app can impact the comfort and safety of delivery partners and customers. That’s why you and your staff are expected to exercise good judgement and behavior, just as you would with your in-restaurant customers.
Here are some reasons why you could lose access to the app:
Once we are made aware of these kinds of problematic behavior, we will contact you. If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to your Uber Eats account.
Any behavior, or suspected behaviour, involving violence, sexual misconduct, harassment, discrimination, or other illegal activity while using Uber Eats can result in the immediate loss of access to all Uber apps. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.
In an effort to provide a high-quality and reliable service, we have the opportunity to use feedback from customers and delivery partners to help restaurants succeed on Uber Eats.
Feedback At the conclusion of each delivery, both the customer and the delivery partner have the opportunity to provide feedback on their restaurant experience. This rating system maintains accountability for everyone and helps create a respectful and transparent environment.
Where can I find my customer rating?
You can find your customer rating by signing into Restaurant Manager at uber.com/restaurants. As stated above, you can receive a customer and delivery partner rating at the conclusion of each delivery.
What about feedback from delivery partners?
We also take feedback from delivery partners about their experience with restaurants. They have the ability to rate each pickup experience with a “thumbs up” or “thumbs down”. Your delivery partner rating is based on the average delivery partner ratings you received. Some reasons why delivery partners might give a restaurant a thumbs down rating include: delivery partner has to wait too long to pick up the food, unpleasant interactions with restaurant staff, or unclear pickup/parking information.
What could lead to my losing access to Uber Eats?
If either your delivery partner rating or customer rating is much lower than the average for your city, we will reach out to let you know. If either your delivery partner rating or your customer rating is below your city’s minimum threshold, you may temporarily or permanently lose access to Uber Eats. Please note that reports of food safety violations (including breach of food information laws), both on or off Uber Eats, failure to adhere to allergen instructions provided by your customers in the Uber Eats app, or failure to maintain proper licenses can cause you to lose access to Uber Eats even before falling below the rating threshold.
An unaccepted order occurs when you do not accept a customer’s order request, which creates a poor customer experience. While we understand that there may be times when your restaurant gets busy, minimizing unaccepted orders is critical to ensuring customers have a positive experience with Uber Eats—this keeps them coming back to your restaurant and to the app. If you don’t want to receive order requests at a given time, you can always use the “Pause New Orders” feature or make specific items unavailable.
How is my unaccepted rate calculated?
Your unaccepted rate is based on the number of unaccepted order requests out of the total number of order requests. For example, if you’ve received 100 order requests and 5 of them are unaccepted, your unaccepted rate is 5%. You can find your unaccepted rate by signing into Restaurant Manager.
What leads to me losing access to Uber Eats?
If your unaccepted rate is much higher than the average for your city, we will reach out to let you know. If your unaccepted rate is above your city’s maximum threshold, you may temporarily or permanently lose access to Uber Eats.
Missing item or incorrect item/orders
When a restaurant partner does not fulfill a customer’s requested order correctly, the customer receives missing items or incorrect items/orders, which can lead to a poor experience. If you consistently have more missing items or incorrect items/orders than other restaurant partners in your city, you may temporarily or permanently lose access to Uber Eats.
Operational errors resulting in long trip times and/or customer satisfaction
Other metrics that are monitored by the system may include, but are not limited to: prep time, delivery partner handoff time (the amount of time it takes for the delivery partner to get in and out of the restaurant with the order, including wait time), online time, and order acceptance time. If these metrics are worse than the average for your city, they may negatively impact other parties on Uber Eats, and may result in loss of access to Uber Eats. Restaurant partners can monitor their own performance metrics anytime by signing into their Restaurant Manager portal at uber.com/restaurants, and may reach out to our team with any questions or concerns.
Fraudulent activity undermines the trust on which Uber Eats is built, and will not be tolerated.
What can lead to me losing access to Uber Eats?
We will revoke access for any account or accounts associated with fraudulent activity, which may include, but is not limited to: creating dummy accounts for fraudulent purposes; accepting order requests without the intention to complete; and claiming fraudulent fees or charges.
Uber has a zero tolerance policy towards discrimination of any kind. This means you can lose access to Uber Eats if you are found to have discriminated against delivery partners, customers, or other restaurant partners based on their race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.
We expect restaurant partners to act in compliance with all applicable laws and regulations, including but not limited to health laws, at all times. Uber may revoke your access to Uber Eats for failing to comply with all relevant laws, engaging in illegal activity while using Uber Eats, or not maintaining valid restaurant licenses or permits.
If you are a delivery partner, and your account is deactivated or temporarily blocked, it limits your ability to earn using the app. That’s why we believe it is important to have clear policies that explain the circumstances in which you may be denied access to Uber Eats.
The way you behave while using Uber Eats can have a big impact on the experience of all users of the app. Courtesy matters. That’s why you are expected to exercise good judgement and behave considerately towards other people when using Uber Eats—just as you would in any public place.
Here are some reasons you could lose access to Uber Eats:
What leads to you losing access to your account?
If we are made aware of behaviour in violation of these Community Guidelines, we will look into it. Depending on the nature of the concern, we may put a hold on your account during our inquiry. If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to Uber Eats or your other Uber accounts. Any behaviour involving, or suspected of involving, violence, sexual misconduct, harassment, discrimination, or illegal activity while using Uber Eats can result in the immediate loss of your account. Uber will also deactivate the account of any delivery partner who receives several or serious complaints of poor, unsafe, or distracted driving while using the Uber Eats app. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.
At the conclusion of every delivery, businesses and their customers have the opportunity to rate their experience (either thumbs up or thumbs down) with their delivery, and delivery partners can also rate and give feedback on their pickup and dropoff experiences. This system helps create a respectful, safe, and professional environment for everyone. Delivery partners can see their current rating in the Ratings tab of the Uber Partner app.
How is my rating calculated?
Your delivery rating is based on the average ratings you received from restaurants and consumers for your last 100 rated deliveries, or the total number of rated deliveries you’ve completed, if you haven’t done 100 yet. We use the restaurant ratings you have received to calculate half of your rating, and consumer ratings to calculate the other half. For example: if you completed 100 trips and received 60 ratings from restaurants (all thumbs up), and 40 from consumers (only 90% thumbs up), your rating would be 4.8.
As soon as you’ve received 20 ratings, you will be able to see your delivery rating. You can access your rating in the Feedback section of your app.
When a delivery partner accepts a trip and then cancels it, it negatively affects the experience for both restaurants and delivery recipients. Cancellations create a poor customer experience. We understand that there may be times when something comes up and you have to cancel an accepted delivery request. But minimizing cancellations is critical for the reliability of the system.
How is my cancellation rate calculated? Your cancellation rate is based on the number of trips canceled out of the total number of trips you accept. (For example, if you’ve accepted 100 trips and 4 of them are canceled, your cancellation rate would be 4%.) High-quality delivery partners typically have a cancellation rate lower than 5%.
What leads to you losing access to your account? If your cancellation rate is higher than the average for your city, we’ll alert you multiple times, after which you may be logged out of the app. If your cancellation rate continues to exceed the maximum limit, you may lose access to your account.
Consistently accepting delivery requests helps maximize earnings for delivery partners and keeps the system running smoothly. We know that sometimes things come up that prevent you from accepting every request, or you may want to take a break. But not accepting requests while you’re online in the app causes delays and makes the system less reliable. While declining trips does not automatically lead to permanent deactivation of your account, if you don’t want to accept delivery requests, you can just log off. There is no minimum requirement on you to log onto the app, or to accept deliveries when you have, but logging on is an indication that you are available to get deliveries.
If you consistently decline delivery requests, we will assume you do not want to accept more deliveries and your account may automatically logged off until you log back in.
Our business partners and delivery recipients choose the Uber network for its quality, reliability, and speed. Delivery partners who consistently delay completing deliveries—with a significant number of deliveries materially deviating from the ETA for arriving at the business for pickup or arriving at the delivery location for drop-off—may lose access to their accounts. If you start to approach this threshold in your city, we will reach out to you to discuss this and try and help you to avoid the significant delays or deviations. You will have plenty of opportunity to then resolve this. If you don’t, there is a risk that you will lose access to the Uber Eats app.
Restaurant partners are legally required to ensure food is delivered safely. Please make sure you’ve got the right equipment to provide a safe and hygienic service on behalf of restaurant partners. You’re of course free to use any equipment that enables you to do this - we only ask that you ensure compliance with applicable laws and regulations. If you do not use an insulated bag where required, you may lose access to Uber Eats.
Delivery partners are prohibited from delivering alcohol to consumers under the local legal drinking age or otherwise in breach of local laws and regulations. Delivery partners should verify age or identification where necessary, and follow any steps set out in the app, and return undelivered alcohol to restaurants.
Fraudulent activity undermines the trust on which Uber Eats is built and will not be tolerated. That’s why we are constantly on the lookout for fraud by recipients, businesses, and delivery partners who are gaming our systems.
What leads to you losing access to your account? We will deactivate any account or accounts associated with fraudulent activity, which may include: accepting deliveries without the intention to complete; creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges; misusing Uber support channels; intentionally accepting or completing fraudulent or falsified deliveries; claiming to complete a delivery without ever picking up the delivery item; not making a reasonable attempt to deliver the delivery item and picking up a delivery item but not delivering it in full or at all.
These Community Guidelines help explain the kinds of behavior that may lead users to lose access to Uber Eats. Please remember that if you allow other people to order with your account, you are responsible for their behaviour while using Uber Eats.
The way you behave while using Uber Eats can have a big impact on the experience of others using the app. Courtesy matters. That’s why you are expected to exercise good judgement and behave decently towards other people when using Uber Eats—just as you would in any public place.
Here are some reasons you could lose access to Uber Eats:
If we become aware of these kinds of problematic behaviors, we will contact you so we can look into them. Depending on the nature of the concern, we may put a hold on your account during our inquiry. If the issues raised are serious or a repeated, or you refuse to cooperate, you may lose access to your Uber Eats account or other Uber accounts.
Any behavior involving violence, sexual misconduct, harassment, discrimination, or other illegal activity while using Uber Eats can result in the immediate loss of your account. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.