Substitution

With our market leading flexibility, you now have the right to delegate your work to others

Market-leading flexibility

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 do not have their own Supplier Agreement terminated by Deliveroo previously

Safety is the No.1 Priority

You should make sure that your substitutes refer to here for all onboarding and safety information available to all riders working with Deliveroo before they start to deliver orders.

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.

Your responsibilities as an account owner

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

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 authorisation to work, we will take immediate action and inform the relevant authorities.

Report suspicious rider behaviour

Remember, for your own safety, please do not engage with anyone you believe may be riding without proper authority or lawfully, including if you suspect they do not have  the Right to Work in Hong Kong. Instead, you can report any suspicious behaviour by filling out this form here or contact our Rider Support team via the rider website.

If you have any questions about appointing a substitute, or these identity verification checks, please get in touch with Rider Support through the rider website.

Frequently asked question

  • How many substitutes can an account owner appoint?

    There is no limit on the number of substitutes to appoint. But when appointing a substitute, it's your responsibility as the rider account holder to make sure that this person meets all of the requirements to work with Deliveroo, 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 do not have their own Supplier Agreement terminated by Deliveroo previously
    • They use the exact same vehicle type as the account owner

    Want to learn more? Go to this page for more information.

  • Can my substitute use a different vehicle type deliver orders?

    To ensure you/ your substitute remain compliant with the Deliveroo platform, substitutes are required to use the exact same vehicle type as the account owner. This means if you are a scooter account owner, you must not appoint a substitute who can only deliver on foot.

    It is important to let us know when you have changed the vehicle you use for deliveries. Once you’ve sent the documents we need from you, we’ll update your vehicle type in the system. Using the correct vehicle type ensures that you are receiving the correct orders from the dispatch system, and we can better manage customers' expectation on the estimated delivery time.

    Want to learn more? Go to this page for more information.