Business & Finance - March 26, 2020

Delivery Hero introduces no-contact delivery and increased safety measures

  • As a response to the spread of the Coronavirus COVID-19, Delivery Hero has launched a series of health and safety instructions for customers, riders, restaurants and office employees
  • Since about a week ago, customers in a risk zone can use cashless payments, and Delivery Hero’s riders are implementing no-contact delivery with drop-off zones that do not require any personal interaction between customer and courier
  • Cashless payments are supported by other measures including heightened hygiene requirements for restaurants and riders, disinfection procedures for orders and close collaboration with local authorities

Berlin, 26 March, 2020﹣As the spread of COVID-19 continues to develop across the world, leading delivery platform Delivery Hero SE (“Delivery Hero”) is reinforcing safety measures to protect the health of its customers, partners and employees. That is why Delivery Hero has launched no-contact delivery and cashless payments for orders across risk zone markets, minimizing the potential transmission of COVID-19.

By introducing contactless delivery, we can ensure that our service is safe and convenient for customers, riders and restaurants. We now encourage customers to pay without cash everywhere, and decide when and how they want their order to be delivered. These are options designed to reduce interpersonal contact and make our customer journey even more secure.

Niklas Östberg, CEO at Delivery Hero.

Delivery Hero is closely monitoring the spread of COVID-19, and continuously implements best practices addressing the needs of this rapidly evolving situation.

Making people’s lives a little bit easier

Many of us face disruptions to our daily routines and we are committed to providing the most reliable and convenient offer to all our customers. To make online ordering accessible to as many people as possible, we have implemented many free delivery options in the majority of our markets. Several of these are focused on when ordering from restaurants nearby. In addition to ordering meals from our restaurant partners, customers across 21 markets in the MENA region, Asia-Pacific and Latin America, can also find groceries from supermarkets on our local delivery apps. We have seen an increase in demand from our global customer community and to meet the growing need, we have accelerated the onboarding of several grocery stores. We have also increased delivery through our cloud stores, another way to secure that our customers have access to everyday necessities.

Protecting our customers

At Delivery Hero, we started taking precautionary measures within our delivery ecosystem as soon as the situation started to evolve in January. We recently introduced a cashless-only policy for our services in high-risk zones, reducing personal contact with our riders. In these areas, we have also issued no-contact drop-offs and sanitizing of packages to ensure safety for all parties.

Supporting our riders

Delivery Hero’s riders make it possible to keep delivering an amazing experience even during times of uncertainty. Riders in high risk zones are being provided hand sanitisers, masks and other safety materials, where and when it is locally and culturally accepted. We are using our rider app to communicate updates and instruct on hygiene requirements, especially for pick-up and drop-off. By having direct access to new information, our riders can make informed decisions when on the road.

Strengthening collaboration with restaurant partners

As the demand for online food delivery increases, we are working closely with our restaurant partners to enable them to meet the evolving needs of customers, while keeping their teams and meals healthy. We are implementing measures according to local need, including more frequent payment cycles. For new restaurants joining our platform, we aim to onboard as fast as possible, in order to support them in maintaining order levels as well as provide more choice for our customers.

Safe kitchen environment

Official health authorities around the world agree that there is a very limited chance of contracting COVID-19 through food. Neither the European Centre for Disease Prevention and Control (ECDC), nor the U.S. Food and Drug Administration (FDA), have any reports of Coronavirus COVID-19 transmitted via food or food packaging. However, we are working closely with our restaurant partners to ensure that they continue to operate in a secure kitchen environment and carry out food preparation and packaging according to the highest hygiene standards.

Taking care of our people

We handle the wellbeing of our employees with the utmost care and responsibility. In order to minimise any potential health risks, Delivery Hero has introduced comprehensive health and safety guidelines, including travel restrictions and intensified hygiene procedures. Remote working is strongly encouraged for all employees in high risk zones, and we are supporting our teams with various measures throughout this period.

Close collaboration with local authorities and institutions

Being a provider of essential services, like food supply, Delivery Hero is closely liaising with local governments. We continue to follow the official health and safety guidelines provided in our different markets. As an integral part of the local communities, our brand HungerStation in Saudi Arabia is partnering with the Saudi Ministry of Health and Saudi Food & Drug Authority to provide hand sanitizers for people in need. As a part of a broader initiative to support their communities, our Latin American brand PedidosYa is giving up to 1,000 free lunches per day to people who are at the forefront of fighting the virus, such as employees in the health sector.

During these turbulent times, our immediate efforts go into securing the wellbeing of all Delivery Hero customers, riders and employees. We are monitoring the development of COVID-19 minute by minute and will implement further measures as necessary. Our thoughts are with everyone who has been affected by the spread of the virus and to all who go the extra mile to keep our communities safe, healthy and fed.



Delivery Hero is one of the leading global online food ordering and delivery marketplaces. The company maintains number one competitive market positions, in terms of restaurants, active users and orders, and online and mobile platforms, across 35 out of 44 countries in Europe, the Middle East & North Africa (MENA), Latin America and Asia-Pacific. Delivery Hero also operates its own delivery service primarily in over 600 cities around the world. The Company is headquartered in Berlin, Germany and has over 22,000 employees.


Sigrid Dalberg-Krajewski
Director of Global Communications

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