🚗 Just Eat Go (JET Go)

When JET Go is enabled for your locations, Slerp can route eligible delivery orders to JET Go alongside other courier partners. As with our other integrated fleets, the courier that can assign a driver fastest will usually take the job.

Coverage

JET Go leverages the same local courier network that powers Just Eat’s main consumer app:

• Nationwide coverage across a large part of the UK.
• Strongest availability in urban and suburban areas, with growing reach elsewhere.
• Coverage and driver supply can still vary by time of day and local demand.

If you are unsure whether a specific location is eligible for JET Go, please speak to your Slerp Account Manager or Support.

Order types & how bookings work

JET Go is designed for on‑demand deliveries rather than strict scheduled or next‑day slots:

• Orders are sent to JET Go as soon as the order enters your system and you accept it in Slerp.
• The delivery is then scheduled automatically in their system.
• Near the time slot / desired delivery time, the job is offered to Just Eat’s driver pool.

From your team’s perspective, you accept the order in Slerp as usual; JET Go handles assigning a driver and completing the last mile.

Vehicles, capacity & what to send with JET Go

JET Go primarily uses the same courier types as the Just Eat app, with both two‑wheel and car coverage:

• In many areas (especially outside London), JET Go can supply cars for suitable orders.
• In central London and some dense city zones, you’ll see more bikes/mopeds and fewer cars.

To keep deliveries safe and efficient:

• Use the same approximate size and weight guidance as for Deliveroo Express or Uber Direct (standard courier bag / box – e.g. cakes, meal orders, small catering, but not very large or bulky items).
• Make sure orders:
  • Fit fully inside the rider’s bag/box (no forced lids).
  • Are sealed and clearly labelled with the customer/recipient name.
  • Are packed to stay upright and stable during transit.

If your orders regularly exceed typical bike/bag capacity (e.g. large catering, very fragile items, or bulky packaging), speak to your Account Manager about using a car/van/cargo-bike based courier instead.

Driver behaviour & customer contact

For JET Go deliveries:

• Customers receive system SMS updates from the Just Eat / JET Go system.
• Drivers will call the customer or recipient on arrival using the phone number provided. However, this is not compulsory, especially for non-UK numbers. 
• Riders will generally try their best to complete the delivery, including:
  • Calling/Sending SMS on arrival.
  • Waiting a reasonable period (often 10+ minutes, depending on local conditions).

If the courier cannot safely complete the delivery (e.g. no answer, incorrect address, no safe place), the job will be marked as a failed delivery and handled according to the returns/rebound rules below.

Returns / rebounds

JET Go follows the same core policy as our other courier partners, Deliveroo Express for failed deliveries, with support for returns only in specific scenarios.

1. Gift or “Order for someone else” deliveries

When the order is placed as a gift or with “Order for someone else” enabled (see the “Order for someone else” toggle in the customer checkout), and the recipient is unavailable or unresponsive:

• The JET Go driver will:
  • Attempt delivery at the address.
  • Call the recipient using the details provided.
• If they still cannot contact the recipient or safely deliver, the courier may rebound / return the order to your venue as a last resort.

In these cases:

• The order will be recorded as a failed delivery in Slerp.
• The package may be returned to your venue by the courier.
• Your team should then:
  • Contact the purchaser (not the recipient) to explain that:
    • A delivery attempt was made to the recipient,
    • The courier could not deliver as the recipient was unavailable, and
    • The order has been or is being returned.
  • Decide on any re‑delivery, collection, refund or voucher according to your own policy and Slerp’s dispatch terms.

2. Standard (non‑gift) deliveries

For standard JET Go orders (no gift / “Order for someone else” flag):

• JET Go is treated as a non‑returning courier.
• If a delivery cannot be completed (e.g. customer unavailable, address issue, no safe place), drivers will not normally return the order to your venue via the integration.
• The job will be closed as a failed or undelivered order.
• You will need to decide how to handle the outcome with the customer (refund, voucher, or other gesture) in line with:
  • Your venue’s policy, and
  • Slerp’s End‑Customer Support Policies.

Handling delivery issues with JET Go

For now, please always contact Slerp Support if there is an issue with a JET Go delivery. Do not contact Just Eat or the JET Go courier directly.

Contact Slerp Support if:

• An order appears significantly delayed or stuck in transit.
• The customer reports non‑delivery, wrong address, missing items or damage.
• You need help understanding what happened on a specific job.

Include:

• Slerp order ID
• Date and time of the order
• Brief description of the issue
• Any photos, CCTV, or customer evidence available

Our team will investigate with Just Eat / JET Go and confirm the outcome, including any applicable courier‑side resolution according to their terms.