Age-restricted items

It’s Deliveroo’s policy that you must check the customer’s ID for all orders containing age-restricted items (e.g. alcohol), even if the customer looks older than the legal age for buying those items.

It’s against the law to sell age-restricted products to anyone under the age of 18. It’s important to check a customers age when delivering orders that contain age-restricted products as it is your responsibility to make sure that you don’t deliver age-restricted products to someone under 18. Customers are asked to confirm they are of age to order their first age-restricted item, and we’ll send them a notification reminding them to have their ID ready whenever they order age-restricted items to make checking as easy and quick as possible.

You must not::

  1. Deliver the age-restricted products to the customer if you are suspicious that the ID produced is not genuine or if an ID could not be produced. When this happens call Rider Support and inform them – do not complete the order.
  2. Deliver alcohol to the customer if you believe they’re already drunk or under the influence of drugs.
  3. Leave the age-restricted products anywhere except the delivery address, unless the customer does not provide proof that they are over 18 on request (in which case the alcohol should be disposed of responsibly)
  4. Hesitate to ask for ID

Valid types of identification are:

  • Passport
  • Driving licence
  • ID card

When checking ID, you should follow the steps below:

  1. Confirm the photograph on the card looks like the person offering the card.
  2. Check the expiry date of the document to ensure it is still valid.
  3. Enter the customer’s date of birth and tap Confirm age – the app will tell you whether the customer is over 18.

If you can’t deliver part of the order because the customer doesn’t have ID, is too young, or is under the influence of drugs or alcohol we’ll contact them directly.

If you do not wish to deliver alcohol, please contact Rider Support.

During the COVID-19 outbreak you should ask the customer to hold their ID at arm’s length so that you can check it without getting close to the customer.

Secondly, as part of the COVID-19 lockdown measures, the Government has also prohibited the possession of alcohol in any public space across The Netherlands after 8pm.

We make sure that alcoholic items on the menu of our restaurant partners are unavailable at 7:30pm each day. If you are still delivering an alcohol order close or at 8pm, we recommend taking the following steps:

  • If you are still delivering an order that contains alcohol at 8pm – remove the alcohol from your backpack, dispose of it safely and inform Live Rider Support. If the order contains other items, you should continue to deliver those and let the customer know they can arrange a refund for the alcohol via the app.
  • If you accepted an order containing alcohol close to or after 8pm – collect all the items of the order except for the alcohol from the restaurant, leaving the alcohol at the restaurant. Let the customer know they can arrange a refund for the alcohol via the app.
  • If you are offered an order containing only alcohol close to or after 8pm – reject the order.

If you are found carrying alcohol in a public space after 8pm you could be fined €95, so we urge you to follow these guidelines whenever you choose to work.