Cancel Deliveroo: Easy Method

What is Deliveroo

Service overview

Deliveroo is an online food and grocery delivery platform that connects customers with restaurants and delivery drivers through an app and website.

How Deliveroo operates in New Zealand

In New Zealand, Deliveroo works with local restaurant partners and couriers to fulfil orders; local operations may be handled by a regional entity while the Deliveroo platform provides the marketplace.

How to cancel Deliveroo

Cancelling an order in the app

• Open the Deliveroo app or website and go to "Orders".
• Select the active order you want to cancel and choose "Cancel" if the option is shown.
• Follow on-screen prompts to confirm cancellation before the restaurant has started preparing the order.

If the in-app option is not available

• If the order has progressed past the "Started Order" stage or a driver is dispatched, the cancel option may be disabled.
• Contact Deliveroo customer support via the app chat or Help Centre for assistance; success can vary depending on order status.

What happens when you cancel

When you cancel before preparation

If you cancel before the restaurant has started preparing (before "Started Order"), you will not be charged for the items.

Vouchers or discounts already applied may be excluded from the refund, depending on Deliveroo's policy.

When you cancel after preparation or dispatch

If the restaurant has started preparing the food or a driver has been dispatched, you will usually be charged the full price plus delivery if applicable.

Deliveroo support may sometimes assist but cancellation after these stages is not guaranteed and charges commonly apply.

Will I get a refund?

Refunds for cancelled orders

• Cancelled by you before "Started Order": refund for items (excluding applied vouchers/discounts) is normally issued.
• Cancelled by Deliveroo or the restaurant: you will not be charged and will receive reimbursement, sometimes as account credit to reflect inconvenience.
• If the order is cancelled after preparation or dispatch, you are usually charged and refund is unlikely unless Deliveroo or the partner accepts responsibility.

Refunds for faults or poor fulfilment

• Deliveroo provides refunds or credits for missing, incorrect, poor quality, unsafe food, cold food, late delivery, or order not delivered.
• If the issue is Deliveroo’s responsibility, Deliveroo covers the refund; if due to the restaurant partner, the partner bears the cost.
• Freshness Promise for groceries applies only in the UK & Northern Ireland and does not apply in New Zealand.
• There is no automatic 14-day cooling-off or unconditional refund; refunds are available when goods are faulty, not as described, or otherwise fail to meet legal expectations.

Deliveroo plans and pricing

Subscription and delivery fees

Specific New Zealand pricing for subscriptions (e.g. Deliveroo Plus) and delivery fees varies by location and is not publicly available in this guide.

How to check current prices

Open the Deliveroo app or visit the Help Centre to view current subscription and delivery pricing for your location.

Your consumer rights in New Zealand

Legal protections

Under New Zealand consumer law you have the right to goods that match their description, are of acceptable quality, and are fit for purpose.

These rights apply to food and grocery orders where items are faulty, unsafe, or not as described.

Remedies available

• If rights are breached you may request a refund, replacement, or other remedy depending on the problem.
• No automatic 14-day cooling-off applies to one-off food delivery; remedies rely on faults or failures to meet legal standards.

Customer experiences

Common positive experiences

Many customers receive orders reliably and successfully, with food delivered as expected and support handling routine enquiries.

Deliveroo’s platform provides convenience and a wide selection of restaurants for many users.

Common complaints and concerns

• Frequent reports of late, cold, incorrect, or missing items.
• Some customers find refunds difficult to obtain and describe customer service as slow or unhelpful.
• Instances of orders left without clear explanation or deliveries being mishandled have been reported.

Documentation checklist

What to prepare before contacting support

• Order number and timestamp from the app or email receipt.
• Photos of incorrect, missing, or poor-quality items (show packaging and items clearly).
• Any screenshots of delivery tracking, driver notes, or error messages.

Extra information that helps

• Payment method details (last four digits of card) and whether a voucher was used.
• A clear description of the issue and a requested remedy (refund, replacement, account credit).

Common mistakes

Cancelling too late

Waiting until the restaurant has moved to "Started Order" or until a driver is assigned often prevents free cancellation.

Check the order status immediately after placing an order if you think you may need to cancel.

Poor documentation

Not keeping clear photos, order numbers, or timestamps reduces the likelihood of a smooth refund or resolution.

Send concise evidence when first contacting Deliveroo to speed up the review process.

Comparative recap

Quick comparison of outcomes

The table below summarises key points about cancellation, refunds, and pricing for easy reference.

After cancelling

Follow-up actions

Check your order status and payment statement for any refunds or charges after cancellation.

If you do not see a refund within a few business days, contact Deliveroo support with your documentation.

Helpful links and contacts

Deliveroo Help Centre: help.deliveroo.com

New Zealand consumer advice (Commerce Commission): comcom.govt.nz

Address

Official postal address (for Deliveroo)

Deliveroo International Ltd, The River Building, Level 1 Cannon Bridge House, 1 Cousin Lane, London EC4R 3TE, United Kingdom

Local operator note

Deliveroo NZ local operations may be handled by a regional operator (e.g. Delivereasy Limited) but the international postal address above is the published corporate contact for formal cancellations.