Who pays when I cancel an order on Deliveroo?
By the Menuthere editorial team · Last updated
If the cancellation is your fault, you are not paid for the order and are charged a fee equal to the commission plus VAT. If Deliveroo is responsible, you are still paid.
- Your fault includes cancelling after accepting, handing the order to the wrong rider, or closing before the rider arrives within 15 minutes.
- The policy took effect on 30 September 2025 and sits on Deliveroo's partner policies page.
- So a cancelled order costs you the food and a fee, not just the sale.
- Keep your hours and stock accurate so you do not accept orders you cannot make.
- Orders on your own link carry no commission or per-order fee.
Cancel your own orders without a fee
Orders on your Menuthere link carry no commission or per-order fee, so a cancelled order costs you nothing extra. You can mark dishes out of stock so you do not take orders you cannot make.
Next questions
Sources (1)
- Deliveroo partner policies, Deliveroo, effective 30 September 2025