Everything you need to know about substitution

Working flexibly with Deliveroo means you choose exactly how you work. As outlined in your supplier agreement, this includes being able to choose to appoint other people to complete orders for you.

When you appoint a substitute it’s your responsibility to make sure that this person meets all of the requirements to work with Deliveroo, as set out in your supplier agreement. This includes checking the following information about your substitute:

  • They are over 18 years of age
  • They have the right to work in Hong Kong
  • They are not subject to any unspent criminal convictions
  • They do not have their own Supplier Agreement terminated by Deliveroo previously

Free rider insurance for substitute

You and your substitute are also entitled to be covered by our free rider personal injury and income protection insurance when working. This gives you supporting income in case you can’t work because of an accident that happened when riding. Click here to learn more.

Responsibilities

It’s up to you to agree payment terms and make payment to any substitutes.

You and your substitutes could always refer to Roo Community for all onboarding and safety information available to all riders working with Deliveroo.

Please remember, working with a substitute is an important responsibility, and failing to comply with these requirements may carry legal consequences. Deliveroo has a zero-tolerance policy towards those who fail to meet their obligations in relation to any substitute engaged by them. If we are made aware of any riders working with substitutes who do not have the required authorization to work, we will take immediate action and inform the relevant authorities.

In-person and Online Right to Work Checks

With this in mind, our Rider Operations team will continue actively to conduct Right to Work checks, both in-person and online.  

Should you encounter any of these in-person checks when you are delivering an order, please make sure to follow the steps below:

  1. The person conducting the check will identify himself / herself as Deliveroo staff before the check.
  2. You or your substitutes will be asked to provide a HKID to confirm your Right to Work.
  3. Deliveroo staff may request a photo of you and Right to Work documents for further investigation.  

 

You might also  see the following in-app message prompting you to submit the Right to Work documents when you are delivering an order. Please make sure to follow the steps below should you encounter any of these checks:

  1. Click the purple button to access the form
  2. Complete the form within 10 minutes of receiving the message, this includes submitting the following information:
  • Rider ID
  • Soft copy of your HKID
  • Photo of yourself in front of the restaurant 

Please make sure that you or your substitutes always carry your HKID when you are working with Deliveroo. When filling out the form and submitting the photo of yourself in front of the restaurant, you should ensure your face and the restaurant name are visible in the photo so we can identify you. Failing to do this may result in us being unable to confirm you or your substitute’s Right to Work, and this could lead to your account being temporarily disabled while we verify your identity or if you continue not to comply, your contract with Deliveroo may be ended.

Report suspicious rider behaviour

Remember, for your own safety, please do not engage with anyone you believe may be riding as a substitute without the Right to Work. Instead, you can report any suspicious behaviour by filling out this form here or contact our Rider Support team via the rider website.