Safety during COVID-19

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Updated 17-03-20

From today the pickup and delivery of all food must be contact-free.
This is to help protect the safety and health of everyone in The Netherlands as the COVID-19 outbreak continues. 

Contact-free pick up

We have asked all of our restaurant partners to introduce contact-free pick up for Deliveroo riders. We have also sent them signs to display at their properties so that others will understand and respect these new safety measures. 

This means restaurants will:

  • Continue to properly seal all packaging and bags using tape or stickers
  • Create a waiting area for riders inside the restaurant where they can wait at least 1 metre apart from each other
  • Create a waiting area for other riders outside the restaurant
  • Create pick up areas, as far from food preparation as possible, that means no direct contact between riders and restaurant staff will be required to pick up an order 
  • Have someone from their team manage pickups during busy times 
  • Make sure that only 1 order at a time is collected from the pickup area
  • Make soap and water or hand sanitising gel available to riders whenever possible

Please make sure that you bring your thermal bag into the restaurant with you when picking up an order. You should always place the order in your thermal bag and seal it before leaving the restaurant.

Restaurant wait times may be impacted because of this exceptional situation, so we ask for your patience and understanding during this time.  

Contact-free delivery 

Every time a customer places a new order, ‘Contact-free delivery’ will be automatically selected. We have sent an email to our customers to tell them that all orders will be delivered this way from now on.

Follow these steps when making a contact-free delivery:

  1. Let the customer know you’ve arrived 
  2. Leave the order outside the customer’s door 
  3. Step back at least 1 metre and wait nearby for the customer to collect it
  4. Mark the order as delivered only when you’ve seen the customer collect it

If an order cannot be easily picked up by the handles from your thermal bag, or if you have 2 orders inside it, please remove the order from your bag and place it on the doorstep for the customer. 

Helping protect the safety of our riders, restaurant partners and customers is extremely important during this time. With this in mind, please make sure every delivery you make is contact-free. If we receive several reports about a rider not following the contact-free safety measures mandated by the government, their Supplier Agreement could be terminated.

If the order contains age-restricted products (alcohol) you should still follow Deliveroo’s alcohol policy. Ask the customer to hold their ID up for you to check, but don’t take it from them.

Updated 15-03-20

At Deliveroo we take the safety of our riders, restaurants, and customers extremely seriously, in particular at this time when reports of COVID-19 (coronavirus) are increasing.

The Government has announced that all restaurants will be closed across The Netherlands until April 6th. However, delivery will still take place. Customers can continue to order from restaurants on Deliveroo.

This means you are still able to work when you want and can pick up orders from our restaurant partners.

We are also in touch with all our restaurant partners and have let them know they can still provide food delivery services through Deliveroo. We have also asked them to make soap, water, hand sanitiser and disinfectant wipes available to riders wherever possible.

You can find more information and guidance on staying safe during COVID-19 here. For the most recent updates on COVID-19, please check RIVM’s website.

Below is a set of small but important steps you can take to help achieve this. We will keep this, and you, updated as the situation progresses.

Contact-free delivery

 

Regularly wash your hands with soap and water and wipe down your thermal bag before and after you ride.

RIVM Guidelines
The Dutch National Institute for Public Health and the Environment (RIVM) recommends that the following general cold and flu precautions are taken to help prevent people from catching and spreading COVID-19:

  • Cover your mouth and nose with a tissue when you cough or sneeze.
  • Put used tissues in the bin straight away.
  • Wash your hands with soap and water often – use hand sanitizer gel if soap and water are not available.
  • Try to avoid close contact with people who are unwell.
  • Clean and disinfect frequently touched objects and surfaces.
  • Do not touch your eyes, nose or mouth if your hands are not clean.

Further online guidance by RIVM is available here (click!)

Staying safe while working with Deliveroo

  • Make sure to regularly wash and wipe down your Deliveroo kit or clothes you wear while riding.
  • Wash your hands with soap and water thoroughly before you go online, and carry a bottle of hand sanitiser with you so you can keep them clean throughout your time on the road.
  • Always store food in your thermal bag to help minimise the risk exposure to any potentially infectious airborne material.
  • Seal your bag as soon as you’ve packed an order and keep it closed until you’ve reached the customer’s location.
  • Regularly check the RIVM website to keep up to date on the advice that they provide.
  • Do not log in if you begin to feel unwell or display any symptoms of COVID-19. Seek medical attention straight away and avoid close contact with others.
  • Immediately notify us if you have tested positive for COVID-19. We will need to contact any restaurant partners and customers who you may have come into contact with during that period, so we can check whether they are experiencing symptoms of COVID-19.
Working with partner restaurants
We have also shared guidance with our restaurant partners to help ensure their premises and employees stay as clean and safe as possible. With this in mind, we have advised them to:
  • Minimise the number of people who are exposed to food by considering the area in which they have riders wait to collect food. We’ve asked that the area where riders wait is kept clean and separate from the area where food is being prepared.
  • Ensure all packaging and bags are properly sealed using tape or staples before it’s handed over to a rider. This is to prevent potentially infectious airborne material from coming in contact with the food during delivery. We have also encouraged restaurant partners to double bag delivery orders so that the food is kept safe inside before it is handed to the customer.
If you have any concerns or questions, please get in touch with our Rider Support via the Help Center (click!)

 

Check out the FAQs on contact-free delivery below

 

Yes, all order pickups and deliveries should now be contact-free. This is to help protect the safety and health of everyone in The Netherlands as the COVID-19 outbreak continues.



Yes, all order pickups and deliveries should now be contact-free. This is to help protect the safety and health of everyone in The Netherlands as the COVID-19 outbreak continues.



If you want to limit your contact with others, please let the staff know once you’ve arrived at the restaurant and politely ask if they can place the order you’re collecting on the counter when ready instead of handing it over to you.

We continue to share coronavirus guidance with all restaurant partners, and they have put their own measures in place to guard against the risk of infection for their employees, riders and customers.



In cases where certain items would be difficult for a customer to remove from the bag without touching it, we recommend that you remove the item from the bag yourself and place it on the doorstep. Please wait for the customer to collect the food before tapping ‘Complete delivery’ in your app.



Yes, you should always confirm a customer’s age when their order contains an age-restricted item, like alcohol and follow Deliveroo’s Challenge 25 policy – you can find more details of this on the rider website. Instead of taking the customer’s ID from them, just ask the customer to hold their ID up for you to check from a safe distance.