Deliveroo DMCC and its parent company Roofoods Ltd (together, "we", "our", "us" or "Deliveroo") is committed to protecting the privacy of riders and all users of our rider mobile device application ("Rider App"), our website riders.deliveroo.ae ("Rider Site") and related services. We and the agency that employs you act separately as data controllers of the personal information we hold when you ride for Deliveroo, because we use it for different reasons.
1. Contact details
2. How we collect your information
We collect your personal information from:
- your employer - when your employer recruits you to ride for Deliveroo they need to tell us who you are and confirm you meet all our requirements. To check this, we may ask you to provide us with your information directly to us so we can independently confirm you meet our requirements, or so we can compare it with the information your employer has told us about you, to carry out checks and audit these things independently. We may also ask your employer to provide us with copies of the information they have about you.
- you - when you interact with us, such as when you use the Rider App, Rider Site or related services. Or if you complete one of our surveys, questionnaires or contact us directly.
- our customers - customers sometimes provide their feedback on riders or their delivery experience.
- third parties - we also collect personal information from third party sites, such as advertising and social media platforms.
3. What kind of personal information we collect about you
As part of our commitment to your privacy, we want to be clear about the types of personal information we collect.
Information about who you are.
This can cover personal information like your name, contact details (for you and your emergency contacts, provided you have permission to share them with us), vehicle type, date of birth, postcode, your right to work (including visa information), accommodation details, including photographs, where necessary, whether you are currently a rider or if you’ve been a rider in the past, where you work or other information your employing agency shares with us to set you up as a Deliveroo rider.
This also includes personal information you give us when you complete questionnaires, participate in things like competitions, prize draws, promotions or surveys, rider events, our scholarship program or online courses or our partners services.
Information to prove your identity.
This includes personal information that helps us verify who you are, including photos, identity documents and information to verify that you’re a Deliveroo rider and, for example, to confirm you are eligible to work or use selected third-party products or services, if available, including facial biometric information to verify the photos and eligibility documents you provide.
We may also need information such as a copy of your passport or other identity documents, proof of address, and any background and right to work checks, including visas or other permits needed to work, that may have been carried out by your employing agency. If you are required by applicable law to have a licence or insurance for your vehicle type, we might also ask you to provide evidence that you’re compliant with this law, as well as your vehicle registration details.
- Information about your deliveries and the services you provide to us. We record details of your deliveries and any information from you, restaurant or grocery partners ("Partners"), customers and members of the public, about incidents you may have been involved in or aware of. This also includes live order progress updates using your order progress swipes on the Rider App.
Information about your location. When you request to use a location-based function in the Rider App, for example when you want to find a zone centre or use the zone selector control, we access your location from your device in order to provide this functionality. This includes when you opt to use these functions whilst your status is set to ”offline” i.e. not available for orders.
If you do not want us to view your location when you are “offline”, please do not request these functions.
When your status is set to “online” (i.e. available for orders) in the Rider App, we collect your location data on a continuous basis for the purposes of engaging Rider services. If you do not want us to view your location, please change your rider status to "offline", but please note that you will need to be online in the Rider App to be offered and/or complete orders.
Unless you request to use a location-based function or set your status to “online” in the Rider App, we do not access or otherwise collect your location data.
- Information about your earnings. We record details of your tips if obtained via the Rider App and calculated fees for the deliveries you have made. From time to time, we may also ask you to provide information about what you’ve been paid, so we can carry out audits and checks against our records.
- Information you give us when you contact or interact with us. This includes, your use of the Rider App and Rider Site, order progress swipes, emails, phone calls, post chat or other contact with Rider Support or Customer Services, or any incidents you report. Your calls to Rider Support and Customer Services may be recorded for training and improvement.
Information about your use of our Rider Site or Rider App. This information is gathered using cookies or other similar technologies and they help us to do things such as:
- remembering you when you log in (enable auto-login) to the Rider App,
- ensuring the Rider App is working properly with your device (API authentication). This needs information about your device (like, for example, the operating system, device type, network connection type, app version, phone language, screen size and platform) that may affect the technical functionality of the Rider App.
You can use your device settings to reject or remove these functional technologies, however please be aware that if you do this, the Rider App may not function correctly and you may not be able to carry out your services as a rider with Deliveroo.
- Information from your use of third party websites or apps. Where allowed, we collect personal information when you use websites or applications of third parties in connection with your services for Deliveroo, including during the onboarding process, such as advertising and social media platforms. Those sites or applications may also collect and process your personal information independently of Deliveroo. We recommend that you check their privacy policies to understand how they process your personal information.
- Information about your likes and dislikes. This includes any perks or preferences you have selected or enjoyed, either from us or a third-party partner, and any feedback, focus groups or surveys you participate in.
- Information about orders you place. Personal information you provide if and when registering for or ordering any kit or taking offers from Deliveroo or partners, including what you ordered and your delivery address.
4. How and why we use of your personal information
We will only process your personal information if there is a reason for doing so, and if that reason is permitted under data protection law. Those reasons are to:
- perform a contract with you or the agency you’re employed by, or at your request before we enter into a contract. For example, checks to ensure that you are legally compliant when providing the rider delivery services, to provide you with access to and use of the Rider App, including to enable you to accept orders, to calculate fees and let your employer know what they are, and to comply with our internal policies and communicating with you about operational information relating to your services to Deliveroo, such as closed zones, any important changes, developments to the Rider App or to help Rider Support and Customer Services can get in touch with you if they need to, including to ensure deliveries run smoothly or complaints are resolved quickly.
comply with our legal or regulatory requirements.
- by keeping a record of orders or services performed by you;
- by keeping and checking records of how much you’ve earned and been paid for those orders and services;
- by carrying out audits, inspections and storing evidence of checks, including for example, on your work permits, travel permits, identity documents, accommodation, road licences and insurance, where applicable and where permitted by law, so we can check that things are running compliantly with the law and in line with our internal policies;
- by complying with any other legal or regulatory requirements; and
- to enable you to use or benefit from an insurance policy, if applicable.
exercise our legitimate business interests, which include to:
- know and improve rider experiences and manage rider initiatives. We do this by, for example, keeping in touch with you to:
- get your feedback on your rider experience;
- inform you about opportunities to make more money in connection with the services you provide, such as by riding at certain times;
- send you news and information in connection with your rider services, the rider community or to help you to understand more about Deliveroo, including general updates, tech updates, or information to help you to find appropriate road safety equipment, for example;
- enable your referrer to understand whether they are eligible to receive a referral fee, if you used a referral code in your rider application;
- administer and develop rider events and other rider initiatives; and
- run rider campaigns (with your consent to do so if the law requires it). Your information may also be used in anonymous or aggregated forms for which you will not be identifiable.
keep our business, systems and services running, improving and growing.For example, we may analyse your personal information:
- to manage our delivery operations and make the most efficient decisions using automated means when offering you orders, based on your location and your vehicle type;
- to help us improve the quality or efficiency of our services, by analysing historical data (such as your past order progress swipes and other Rider App usage, feedback you gave about orders and your historical location data), what causes a negative customer, Partner or rider experience, inefficient deliveries or damage to Deliveroo, so we can learn from it and design, develop and test new or improved tools, processors, services or systems;
- to make certain assumptions about the types of promotional offers that may be particularly beneficial to you when providing services to Deliveroo;
- to train our algorithms (like our order despatch algorithm) to make the most effective and accurate decisions;
- to improve how we interact with you (such as communications or Rider App functionality);
- to encourage Deliveroo's network efficiency;
- to send you information most relevant to the areas where you most often work;
- to enable our Rider Support, tech and engagement teams to help you with any issues, enquiries or complaints efficiently and effectively, including to fix any bugs or other technical issues in the Rider App using technical information relating to your device; and
- to provide Deliveroo services and a positive experience to our customers and Partners, like live order progress updates using your order progress swipes on the Rider App.
help protect our business.For example, we may use your personal information:
- for the exercise or defence of legal claims and to exercise and protect the rights of Deliveroo, riders, Partners, customers or others, including determining our liability;
- to enforce the terms of the agreement we have with your employer and keep records of such enforcement, including using your information using automated means to analyse whether you have breached any of our policies or the conditions of being a Deliveroo rider (such as by misusing the Rider App or acting fraudulently). Breaches like these may result in us disabling your use of the Rider App or no longer using you as a Deliveroo rider, if we have the right to do so;
- with automated systems to provide a more accurate, fair and efficient way of verifying your identity and right to work documentation, identifying suspected fraud and instances of potential breaches the conditions of being a Deliveroo rider. Prior to using your facial biometric information to verify the photos and eligibility documents you provide, we will always seek your express consent. However, we never use solely automated processes to make a decision about whether to stop using a rider; and
- to investigate any complaints or incident reports relating to you or other riders and to prevent fraud or other misuse of our systems and services.
- let you know about offers on Deliveroo's products and services. We will use your information to let you know about Deliveroo's products and services useful to your rider services (such as about Deliveroo kit) and/or any promotions from third party partners which are designed to support your provision of services to Deliveroo. We will check that we have your consent or that you have not objected to hearing from us, as applicable, before we contact you by email, post, phone, message, push notifications or in-app messages. You always have the option to unsubscribe from promotional electronic communications.
- assign orders and manage rider services and community. Deliveroo uses automated decision-making to assign orders based on your location and your vehicle type, ensuring that orders are allocated in the most efficient way. A completed delivery is the collection of order item(s) from one or more Partners and delivery to one or more customer(s). We analyse your information and automatically confirm which deliveries are completed. You can choose to unassign from a delivery at any time through the Rider App, where possible, or by contacting Rider Support. In addition, you can simply reject offers of orders freely.
- know and improve rider experiences and manage rider initiatives. We do this by, for example, keeping in touch with you to:
Some of the examples provided above explain when we use automated decision-making, like assigning orders efficiently, calculating fees and to help us identify suspected fraud or breaches of our policies. If you are concerned that a decision might significantly affect you, you can contact Rider Support for a manual human review, if appropriate.
5. Sharing your personal information
We may share your personal information with others to help us run and improve our services, develop our business and meet our legal obligations. We may share your personal information with:
- Deliveroo group companies: We share your personal information internally, with other Deliveroo group companies carrying out certain processing activities only where necessary for the purposes set out in Section 4 (How and why we use your personal information) above.
Third parties: We share your personal information with third party service providers that provide services on our behalf, including:
- Your employer;
- IT service providers: including cloud, software, analytics, communications and data storage providers;
- Operational service providers: including feedback and survey providers, background and right to work verification and onboarding providers, our support service providers, payment providers, user research partners, professional advisors, financial and administrative services providers and other suppliers, business partners, contractors and subcontractors.
- Partners and customers: we provide limited personal information, when needed, to Partners and customers whose orders you accept.
- Insurance companies: if you decide to purchase third party products or services (such as insurance), or where you are enrolled into a Deliveroo insurance policy, you or the provider may request that we provide your personal information to the provider to enable them to provide the products, services or policy to you, so we will share this information for this purpose. We may also need to share your personal information with our insurers to establish whether we are liable for any incident you have been involved in whilst providing services to us.
- Rider promotional partners: if you have indicated an interest in their services.
- Anyone who refers you to us as a rider (if applicable): Your referrer will be given updates about progress towards their referral fee in relation to you, such as if you've reached the required orders for them to receive their fee or if their referral has been unsuccessful.
- Media: where we have the legal right to do so, such as if you share (including by publishing or causing to be published) any details about your rider services for Deliveroo which are misleading or inconsistent with our records of your rider services for Deliveroo, including regarding details about your earnings, we may share your personal information (such as in the form of a correction) with the media.
- Prospective businesses or shareholders. If our business enters into a joint venture with, purchases or is sold to or merged with another business entity, your personal information may be disclosed or transferred to the target company, our new business partners or owners or their advisors.
- Public authorities and enforcement agencies. If we are under a duty to disclose or share your personal information in order to comply with (and/or where we believe we are under a duty to comply with) any legal or regulatory requirement. This includes where we're under a legal obligation or need to respond to police requests for personal information or to exchange personal information with other companies and organisations for the purposes of fraud protection and prevention.
- Professional advisors, auditors and consultants or other third parties who help us to ensure we are compliant with laws and regulations, internal policies or helping us to protect Deliveroo by enforcing the terms of our contracts or, for example, if we're in a dispute or need to protect the rights of Deliveroo, Partners, customers or other, including to prevent fraud and abuse
- In an emergency or to prevent or detect crime. We may need to share your personal information with other third parties who we think may be able to help where we reasonably believe that you or another person has been harmed or is at risk of harm in connection with your rider services for Deliveroo. We may also share personal information with those third parties as we reasonably consider necessary in order to detect or prevent crime, e.g. the police, emergency services.
6. Data transfers
7. Retention of your information
We will only retain your personal information for as long as we reasonably need it to fulfil the purposes we have described above, in Section 4 (How and why we use your information). Some of those purposes will mean we need to keep it for longer than usual, for example where we need to satisfy any legal, regulatory, tax, accounting or reporting requirements or resolve complaints. When we no longer have a good reason for holding it, we will delete or anonymise your personal information (so that it can no longer be associated with or identify you).
We adopt robust technologies and policies to protect your personal information from being accidentally lost, used, altered, disclosed or accessed in an unauthorised way.
We have implemented procedures to deal with any personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
Unfortunately, the transmission of information via the Internet is not completely secure. Although we take steps to protect your personal information, we cannot guarantee the security of your personal information transmitted to the Rider Site or the Rider App; any transmission is at your own risk. Once we have received your personal information, we will use strict procedures and security features to try to prevent unauthorised access.
Where you have chosen a password which allows you to access certain parts of the Rider App or Rider Site, you are responsible for keeping this password confidential. You must keep any password you create, or other secure login method, secret, and prevent unauthorised access to your account. We advise you not to share your password with anyone.
9. Your rights
Under certain circumstances, you have rights under data protection law in relation to the personal information we hold about you. These include:
The right to withdraw consent. Where we rely on consent to use your information, you have the right to withdraw that consent at any time. Withdrawing consent will not, however, make unlawful our use of your personal information before you withdraw your consent. Where we've asked for your consent in order to provide certain services to you (e.g. the Rider App), if you withdraw your consent, we may not be able to provide them.
To exercise any of your rights, please contact our Rider Support team in the first instance, through the Rider Site (riders.deliveroo.ae, section "Support", "FAQ", then click on "Didn't we answer your question? Click here"). If they aren't able to resolve your request or you'd like to escalate your request, you can email DPO@deliveroo.com
If you are unhappy with how we have handled your personal information you can contact your local data protection authority. In the UAE, this is the Telecommunications and Digital Government Regulatory Authority ("TDRA") until such time as the Emirates Data Office is established. The TDRA can be contacted by calling +971 800 12 or via email to firstname.lastname@example.org
We would, however, really appreciate the chance to deal with your concerns before you approach your local data protection authority and so we please ask that you contact us first.
Deliveroo DMCC, The Oberoi Business Centre 11/F, Unit 1103, Business Bay, Dubai, UAE
Roofoods Limited, The River Building, 1 Cousin Lane, London, EC4R 3TE, United Kingdom