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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 favorite neighborhood merchants.

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.

  • 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.

Provide a safe space for pickups

Merchants should provide a safe area for order pickups that make couriers feel welcome.

Alcohol delivery

In countries where alcohol delivery is allowed pursuant to applicable laws, all orders that contain alcohol must comply with any applicable laws and restrictions on off-premise alcohol delivery and hours of service. Only Uber Eats users who are the legal age to buy alcohol, and are not intoxicated, can order and receive alcohol deliveries where available. Couriers are responsible for following local requirements for alcohol delivery, which often include asking Uber Eats users to show their ID and refusing delivery if an Uber Eats user is underage or appears intoxicated.

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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