Verified: 1 April 2026 02:10 pm CET
Industry: Food Delivery Services (Livraison de repas)
Jurisdiction: France
Primary Regulator: Médiateur de la FEVAD (Mediation)
Important Safety Warning: Beware of fake customer service numbers on search engines. Scammers frequently target users with “spoofed” phone calls pretending to be Deliveroo Support to steal accounts or payment details. Deliveroo staff will never ask for your account password, SMS verification code, or ask you to pay a driver off-platform via wire transfer or PayPal.
Level 1: Customer Support (Service Client)
- How to complain: Do not search for a phone number. Your first legal step is to log into the Deliveroo app. Navigate to your “Account,” tap “Help” or “Past Orders,” select the specific meal, and submit a digital support ticket immediately.
- Availability: The in-app digital ticketing system is available 24/7.
- Timeline: The automated and human support teams generally aim to respond within 24 to 48 hours. Crucial: You must report missing or damaged items within 24 hours of the delivery to be eligible for a standard automated refund. Legally, they have up to 1 month to provide a final resolution to a complex consumer complaint.
- Source Verification: According to the official Deliveroo France - Aide portal.
Level 2: Formal Written Complaint & Mise en Demeure
- Who to contact: If the in-app support team fails to resolve the issue, blocks your account, or denies a legitimate refund, you must formally escalate the dispute by sending a registered letter with acknowledgment of receipt (Lettre Recommandée avec Accusé de Réception - LRAR).
- Address: You must address your formal legal notice to the actual registered entity: Deliveroo France SAS, 36 Rue La Fayette, 75009 PARIS, France.
- Timeline: The legal deadline for the company to provide a substantive, final response to a formal written notice in France is 1 month.
- Source Verification: Verified directly via the legal entity details published in the Conditions Générales de Deliveroo.
Level 3: Regulatory Authority / ADR (Médiation)
- Platform Disputes: For unresolved disputes regarding denied refunds, subscription fees (Deliveroo Plus), or unjustified account bans, Deliveroo is affiliated with a specific e-commerce ombudsman. You must file your dispute directly with Le Médiateur du e-commerce de la FEVAD.
- Systemic Fraud Reporting: Do not use SignalConso for a personal refund appeal for a missing meal. Only use the DGCCRF/SignalConso portal to report massive systemic commercial fraud or false advertising by the platform.
- Timeline: You can open a mediation case only after you have received a negative written response from the Paris headquarters, or if the 1-month statutory deadline has passed with no response. You can file online at
mediateurfevad.fror mail it to: Médiateur de la Consommation FEVAD, BP 20015, 75362 PARIS CEDEX 8. - Source Verification: According to the official dispute resolution clauses in the Deliveroo France - Mentions Légales.
Level 4: Legal Action
- Pre-Litigation: You must have proof of your written complaints (screenshots of the in-app tickets and the LRAR to Paris) and proof that you attempted mediation (FEVAD) before a French judge will hear a small claims case.
- Filing the Lawsuit: For direct disputes with Deliveroo France SAS under €10,000, private consumers can bring their case before the local Judicial Court (Tribunal Judiciaire or Chambre de proximité). Claims under €5,000 can be initiated via a simple declaration (Requête) without needing a lawyer.
- Source Verification: According to the Justice.fr - Saisir le tribunal judiciaire official government guide.
Community Action: Is the support team refusing to issue a refund for an order that the driver marked as “delivered” but never arrived, or are you looking for the correct legal templates to draft a Mise en Demeure targeting the Rue La Fayette headquarters? Reply below (do not share your passwords, order receipts, or payment details), and our community will point you to the right resources!