🏍️ Deliveroo Express

Slerp Courier Partner: Deliveroo Express

Deliveroo Express is Deliveroo’s on‑demand, “white‑label” last‑mile delivery service that uses a network of self‑employed riders (bikes, scooters, etc.) to deliver local orders placed through your own website or app.

When Deliveroo Express is available for your locations, Slerp can route eligible delivery orders to Deliveroo Express alongside other courier partners. When multiple fleets are available, the courier that can assign a driver the fastest will usually take the job.

UK coverage

Deliveroo Express leverages Deliveroo’s existing UK logistics network:

• Nationwide reach across a large part of the UK
• Coverage in 200+ locations, reaching roughly two‑thirds of the UK population

Exact coverage for your venues will depend on Deliveroo’s live operational zones. 

Package size & capacity

To help ensure orders are accepted and transported safely, it’s important to keep within Deliveroo Express’s approximate capacity guidelines. Riders will typically use one of the following setups:

• Small

  • Typical dimensions: 34cm x 34cm x 25cm
  • Best for: single meals, small grocery orders, or compact packages.

• Medium 

  • Minimum internal dimensions: 36cm x 36cm x 43cm
  • This is the primary bag used by most riders.
  • Best for: standard takeaway orders, several items, or small catering boxes that fit comfortably and can remain upright.

• Large (Scooter/Moped/Motorbike top box)

  • Approximate rigid box size: 50cm x 50cm x 50cm
  • Used by some scooter/motorbike riders with heavy‑duty top boxes.
  • Best for larger orders that still pack securely and can be kept stable during transit.

Orders should be packed so they:

• Fit fully inside the bag/box (no lids forced open).
• Are sealed and labelled clearly.
• Can be kept reasonably upright to avoid spills or damage.

If your orders regularly exceed these sizes (e.g. large catering jobs or bulky items), speak to your Account Manager about whether a car/van‑based courier (e.g. Pedivan, Genii, PedalMe, Gophr) is more appropriate.

Returns / rebounds

For now, Deliveroo Express does not support returns/rebounds via Slerp:

• If a delivery cannot be completed (e.g. customer unavailable, address issues), drivers do not automatically bring the order back to your venue through Deliveroo Express.
• Any alternative arrangements (e.g. re‑delivery, manual collection, refunds) will need to be handled by you according to your own policy and Slerp’s dispatch terms.

Please keep this in mind when choosing time slots, delivery radius, and when handling absent or unreachable customers.

Waiting fees & cancellations

Deliveroo Express applies waiting fees and cancellation logic that are passed through Slerp Dispatch.

Waiting fees

• Grace period: 3.5 minutes
• Charge after grace: £0.33 per minute (rounded up to the next full minute)

Waiting fees may apply at pickup and/or drop‑off when the rider is kept waiting beyond the grace period. These fees are set by Deliveroo Express and are subject to change.

To reduce waiting fees:

• Make sure orders are ready on time for pickup.
• Check that delivery addresses and access instructions are clear.
• Encourage customers to be available within the expected delivery window.

Cancellation fees

• If a rider has already been assigned, a cancellation fee may apply.
• If you need to cancel or modify a delivery after acceptance, contact Slerp Support as soon as possible so we can review options.

Proof of Delivery (POD) & driver behaviour

Deliveroo Express provides image‑based Proof of Delivery:

• When a delivery is completed, the rider takes a photo of the order at the drop‑off location.
• This POD is used to confirm that the order has been delivered as per their process.

Driver behaviour at drop‑off

• Riders will typically wait for up to ~5 minutes at the drop‑off location.
• If no one is available to receive the order within that time, they will leave the package in a safe location where possible and capture a POD photo.
• Riders can call the customer, but this is not strictly required by Deliveroo.

If you need POD evidence for a specific order, please contact Slerp Support with the order details so we can investigate with Deliveroo Express.

Tracking & how Deliveroo Express fits with other fleets

When Deliveroo Express is enabled for your account:

• Slerp can route delivery orders to Deliveroo Express alongside other integrated courier partners (e.g. Uber Direct, Stuart, etc.).
• In most cases, the first fleet that can allocate a rider will take the job.

You and your customers can use the live tracking link generated by Slerp to follow the rider’s progress, in line with how tracking works for other Slerp courier partners.

Issues, refunds & dispatch terms

Deliveroo Express does not offer its own refund scheme via Slerp in the way some other courier partners do.

Any issues such as:

• Non‑delivery or wrong‑address delivery
• Damaged or missing items
• Disputes around waiting fees or cancellations
• Disputes about where the order was left / POD photos

Will be handled under Slerp Dispatch Terms & Conditions and your commercial agreement, rather than a Deliveroo‑specific refund policy.

This means:

• You should raise issues with Slerp Support, not directly with Deliveroo.
• We will review the case, the POD, and the courier logs, and apply Slerp Dispatch Terms & Conditions to determine if any credit/adjustment is due.
• Where no refund or credit applies under those terms, we’ll confirm this and share any available evidence (e.g. POD image) so you can manage the conversation with your customer.