During the COVID-19 pandemic more customers are choosing to order age-restricted items, like alcohol, from one of our grocery partners.
Whenever you deliver alcohol you must always check the customer’s ID - even if they look old enough to accept it. This is an important part of completing the order. Asking them for their date of birth without checking the ID means you have not completed the order.
As the delivery isn’t complete without this ID check, riders who do not check ID would not be paid the fee for that order. The delivery fee offered is only payable for completed orders.
You will still receive the delivery fee if you ask for ID but the customer doesn't have one or is underage, and you need to remove the alcohol.
Deliveroo has recently checked hundreds of orders containing age-restricted products to ensure that this important step is being followed. Failure to follow this policy may also result in a rider’s contract with Deliveroo being ended with immediate effect.
This is important as it's against the law to deliver alcohol to anyone under the age of 18 or to anyone who appears to be drunk. It is critical that you check ID no matter how old a customer looks.
We’ll also continue to send any customer who purchases age-restricted items two reminders through the app asking them to have their ID ready for when you arrive.
Watch this video if you need to remind yourself how to deliver age-restricted products safely and what to do if the customer is underage or doesn't have ID.
If you have any questions, please contact the Rider Support team.