Covid-19Posted on 17.03.2020

COVID-19‌ ‌(Coronavirus):‌ ‌Latest‌ ‌updates‌ ‌and‌ answers‌ ‌to‌ ‌frequently‌ ‌asked‌ ‌questions‌ ‌(FAQs)‌ ‌ for‌ ‌Restaurant‌ ‌Partners‌

At Just Eat the health and safety of our customers, Restaurant Partners, employees, and delivery couriers is our top priority.

In light of the developing Coronavirus (COVID-19) situation, Just Eat has shared guidance with Restaurant Partners and delivery couriers from official government and health organisations.

The most up-to-date recommendations from the government and health authorities focus on social distancing to help prevent the spread of illness. To help with this, all card payments will now require contact-free delivery.

Using cash, by its nature, always involves a degree of contact. So we have recommended that customers pay by card if at all possible. However, if they do want to pay by cash, we have asked them to minimise contact by putting the money in an envelope (or similar) to make the exchange with your delivery courier, taking it in turns to keep the government-recommended distance between them.

For all the latest official information on Coronavirus (COVID-19), please visit your local public health website (England, Scotland, Wales, Northern Ireland) and NHS websites.

Why is Just Eat implementing contact-free delivery?

We are committed to helping protect the health and safety of everyone in the Just Eat community, so all card orders placed on our platform need to be delivered contact-free across our network. This limits direct contact between customers, delivery couriers, and restaurant staff to help keep everyone as safe as possible.
Although we are recommending card payments, if customers do want to pay by cash, we have asked them to minimise contact by putting the money in an envelope (or similar) to make the exchange with your delivery courier, taking it in turns to keep the government-recommended distance between them.

How do I make a contact-free delivery?

All card orders are now delivered contact-free. We are recommending that delivery couriers ring your doorbell when they arrive, place the food outside the customer’s front door and step back. They should then wait for the customer to answer or call them in the usual way.

If the delivery courier needs to clarify anything else the customer we recommend calling them. Please try to accommodate customer’s specific requests.

For cash orders, we have asked customers to minimise contact by putting the money in an envelope (or similar) to make the exchange with your delivery courier, taking it in turns to keep the government-recommended distance between them.

Where do I leave the food if it’s an apartment building or business?

For contact-free delivery, please ring the customer’s doorbell. Please also check for additional instructions provided by the customer in the Customer comments box. If anything is unclear, please call the customer to clarify.

Is there a plan to stop cash orders as I am concerned for my staff/delivery couriers’ safety?

If you are concerned you are able to switch to ‘card only’. To do this you need to ‘Send us a message’ through the Business Help section in Partner Centre. This can be changed back at any time through Partner Centre.

If a customer requests contact-free delivery and we deliver, however the customer states they did not receive it, who will cover the refund?

As per the current Just Eat refund policy, you will be notified by email should Just Eat deem it necessary to refund the customer for any reason. You will then have 48 hours to disagree with the refund, stating your reason and we will investigate.

Why is Just Eat recommending that all takeaway bags be sealed?

We are committed to the health and safety of our network and have always strongly recommended that Restaurant Partners seal takeaway bags as a matter of best practice. We are now recommending that restaurants complete the sealing process using a sticker as a further precautionary measure. This helps to keep the food protected.

Will Just Eat always recommend that takeaway bags be sealed even after Coronavirus dies down?

We have always strongly recommended that Restaurant Partners seal takeaway bags as a matter of best practice. We are now recommending that restaurants complete the sealing process using an additional sticker on the bag as a further precautionary measure.

What counts as “properly sealed”?

As best practice takeaway bags should always be sealed, but in light of the concerns around the spread of Coronavirus (COVID-19) Just Eat are recommending Restaurant Partners use a sticker to seal the delivery bag as well.

What if an item can’t be sealed, like a drink?

We recommended all restaurants do their very best to seal takeaway bags, but you can still deliver items that aren’t sealed.

What if a sealed package loses its seal while I’m delivering it?

We recommend that restaurants and couriers do their very best to keep takeaway bags sealed, but you can still deliver items that lose their seal during the delivery process.

Can I add toilet paper or hand sanitiser to my menu?

This isn't something we are able to support at the moment. While we understand that providing a service like that could be viewed as a value offering to those in need, government advice is that pricing needs to be comparable to retail prices, and we don't have the facility to support or monitor pricing structures during this busy period.

Are Just Eat able to provide financial advice to small businesses as part of your service to Restaurant Partners? Eg. information around hardship funds? What is Just Eat doing to support my business during this time?

Just Eat has launched a £10million 30 day emergency support package for you, our independent Restaurant Partners, effective from Friday 20 March 2020. Click here more information on this support package.

The government has also announced a package of measures to support small businesses. You can read more about the help currently available here

Would Just Eat consider relaxing their rules around Price Promise at this time?

Our Price Promise guarantees that customers won’t pay any more for menu items ordered through the Just Eat platform as they would if ordering delivery direct from the restaurant. We have no plans to remove the Price Promise from our terms. However, we recognise these are some of the most challenging times the restaurants we work with have been through. To show our support & help them to keep their doors open, we've announced a new £10m support package, so they can focus on doing what they do best. You can read more here

Are Just Eat going to support their Restaurant Partners financially by reducing commission during this time?

We recognise these are some of the most challenging times the restaurants we work with have been through. To show our support & help them to keep their doors open, we've announced a new £10m support package, so they can focus on doing what they do best. You can read more about the support we’re offering here