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 are not subject to any unspent criminal convictions
  • They do not have their own Supplier Agreement terminated by Deliveroo previously

Safety is the No.1 Priority

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.

You and your substitutes could always refer to here 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 to actively 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  (For detailed steps, please refer to the email)

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 or with the order, you should ensure your face and the restaurant name or order number are visible in the photo so we can identify you. Failing to do Right To Work checks may result in your account being temporarily disabled while we verify your identity. Should you not comply, your contract with Deliveroo may be terminated.

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.

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 are not subject to any unspent criminal convictions
    • 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.

  • Can I refuse to complete Right To Work checks?

    Deliveroo operates a zero tolerance policy when it comes to anyone working without Right to Work in HK, in order to ensure we can continue to offer fair access to work to all riders. 

    Failing to do Right To Work checks may result in your account being temporarily disabled while we verify your identity. Should you not comply, your contract with Deliveroo may be terminated.

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

  • Will I encounter the Right To Work checks frequently?

    Deliveroo operates a zero tolerance policy when it comes to anyone working without Right to Work in HK, in order to ensure we can continue to offer fair access to work to all riders.  

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

    These checks will be conducted randomly, so there is a chance that you will be subject to more than one check.

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