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Cancel Deliveroo: The Right Way
How to cancel deliveroo in australia after the shutdown: what you need to know
What happened to deliveroo in australia
Deliveroo stopped operating in Australia in November 2022 after entering voluntary administration, which means you can no longer use the service to order food or groceries. However, if you had an active Deliveroo Plus subscription at the time of shutdown, you may still need to manage your account or request a refund. At Stopee, we help Australian consumers navigate the aftermath of service closures and understand their rights when companies exit the market unexpectedly.
Why deliveroo left the australian market
The company cited challenging economic conditions and increased competition as reasons for withdrawing from Australia after several years of operation. This sudden exit left thousands of customers with active subscriptions, unspent credits, and outstanding questions about refunds and data deletion. Unlike a standard cancellation, this was a forced service shutdown that affected all users simultaneously.
Your options now
Even though Deliveroo no longer operates in Australia, you have practical steps you can take. You can request account deactivation, pursue refunds through your payment provider, and lodge complaints with consumer protection authorities if you believe you are entitled to compensation.
Deliveroo plus pricing and what you may have paid
Understanding what you were charged helps you determine whether you are owed a refund.
| Subscription tier | Typical features | Australian pricing (historical) |
|---|---|---|
| Deliveroo Plus (standard) | Free or reduced delivery on eligible orders above minimum spend; exclusive member offers and promotional credits | A$12.99 per month |
| Free trial period | Time-limited trial access for new subscribers; automatically converted to paid membership unless cancelled before end of trial | Free, then A$12.99/month |
| Annual membership (if offered) | Year-long access to Plus benefits; higher upfront cost but lower monthly cost | Varied by promotional period |
If you were charged a subscription fee between your last billing date and the November 2022 shutdown, you may be entitled to a refund for unused service time. Keep your bank or credit card statements as evidence.
Your consumer rights under australian consumer law
When a business exits the market unexpectedly, Australian Consumer Law still protects you.
What the australian consumer law says about refunds
The Australian Consumer Law sets out your right to a refund if you have not received the service you paid for. If Deliveroo charged you for a monthly subscription but then shut down before the end of your billing period, you paid for a service that was not delivered. This is grounds for a refund claim. The amount should cover the unused portion of your subscription from the shutdown date to the end of your billing cycle.
Your cooling-off and cancellation rights
Most subscription services must allow you to cancel within a cooling-off period (typically 14 days from purchase for new subscriptions). If Deliveroo did not clearly display this right or make cancellation easy, and if you were charged without clear consent, you may have additional legal grounds to dispute the charge. Stopee advocates for transparent subscription practices, and forced service shutdown without refunds violates the spirit of consumer protection law.
Which authority to contact if deliveroo refuses to refund
If you do not receive a response from Deliveroo or if they refuse your refund claim, escalate to the Australian Competition and Consumer Commission (ACCC) or your state-based fair work and consumer protection office. The ACCC handles complaints about unconscionable or misleading conduct by businesses, and a mass market service closure falls squarely into this category. You can lodge a complaint at accc.gov.au.
How to request an account deactivation and data deletion
Even though Deliveroo no longer operates, you can still formally request that your personal data be deleted from their systems.
Step-by-step account deactivation process
- Visit the Deliveroo website or attempt to log into the app to confirm whether any portal remains active.
- If the app or website is no longer accessible, move to the next step.
- Search for Deliveroo contact details or a support email address using your browser.
- Try searching "Deliveroo Australia support" or "Deliveroo customer service email".
- Note that many support pages may be offline, but archived contact information may appear in search results.
- Send a formal data deletion request by email.
- Write a brief email addressing "Deliveroo administration" or "Data Protection Officer".
- Include your full name, email address associated with your account, and the date you joined.
- State: "I request deletion of all personal data held about me in accordance with privacy legislation. Please confirm deletion within 30 days."
- Keep a copy of your email and the date you sent it.
- Screenshot the email header showing the timestamp and recipient address.
- If you receive no response within 30 days, lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
- Visit oaic.gov.au and submit a privacy complaint.
- Reference the company's failure to respond to your data deletion request.
Pro tip: If Deliveroo's email bounces or returns a failure notice, take a screenshot and document this as evidence that the company is unresponsive. This strengthens your case if you escalate to the OAIC.
How to claim a refund for unused subscription time
Claiming a refund requires a strategic approach combining direct contact, payment provider chargeback, and regulatory escalation if needed.
Method one: direct contact with deliveroo
- Gather your evidence: bank or credit card statements showing all Deliveroo charges from the past 12 months.
- Highlight the most recent charge dated before or on 15 November 2022 (the effective shutdown date).
- Locate a contact email or support form on any remaining Deliveroo website pages.
- Try "support@deliveroo.com.au", "help@deliveroo.com.au", or "refunds@deliveroo.com.au".
- Send a formal refund request email stating:
- "I was charged A$[amount] for Deliveroo Plus on [date]. Your service ceased operation on 15 November 2022, and I did not receive the full service I paid for. Under the Australian Consumer Law, I am entitled to a refund for the unused portion. Please process a refund to my original payment method within 14 days. [Account email/phone number]."
- Send the email and keep the confirmation receipt.
- Do not expect a quick response; document the attempt and date.
Warning: Deliveroo may not respond because the company is in administration. Do not wait indefinitely; if you hear nothing within 14 days, move to method two.
Method two: chargeback via your bank or credit card provider
- Contact your bank or credit card customer service by phone or online.
- Say: "I want to dispute a charge from Deliveroo dated [date] for A$[amount]. The service was not delivered because the company ceased operations before the end of my billing period."
- Your bank will issue a dispute form; complete it with:
- The transaction date and amount.
- Your reason: "Service not provided / company closed".
- A copy of your bank statement showing the charge.
- Any email evidence of your refund request to Deliveroo.
- Submit the form within the timeframe given by your bank (typically 30-90 days from the charge date).
- Warning: Chargebacks have strict time limits; act quickly if the charge is older than 60 days.
- Your bank will investigate and either reverse the charge or explain why it cannot.
- Most chargebacks succeed when the merchant cannot prove service delivery.
Pro tip: Many Australian banks process chargebacks faster if you mention the retailer entered voluntary administration; this is a legitimate reason for a "goods/services not provided" dispute.
Method three: regulatory complaint and potential compensation
- Lodge a complaint with the ACCC at accc.gov.au if Deliveroo does not refund you within 30 days of your request.
- Describe the service closure, your subscription charge, and the lack of refund.
- Provide copies of:
- Your bank statement showing the charge.
- Your email to Deliveroo requesting a refund (if sent).
- Any response (or lack thereof) from Deliveroo.
- The ACCC may initiate action against Deliveroo's administrators on behalf of affected consumers.
- This can lead to a class action or settlement fund for refunds.
Stopee tracks major consumer complaints and regulatory actions; keeping your evidence organised helps if a class action or settlement emerges.
Timeline for refunds and what to expect
Here is a realistic timeline for pursuing your refund claim.
| Stage | Action | Timeframe |
|---|---|---|
| 1. Direct contact | Email Deliveroo requesting refund | Day 1-2 |
| 2. Waiting for response | Monitor inbox and wait for reply | Days 3-14 |
| 3. Bank chargeback | Contact your bank and lodge a dispute if no refund received | Days 15-30 |
| 4. Bank investigation | Bank reviews and processes your chargeback claim | Days 31-60 |
| 5. Regulatory escalation (if needed) | Lodge ACCC complaint if chargeback fails or no response | Days 61-90+ |
| Expected outcome | Refund issued or chargeback reversed in your favour | 60-90 days (best case); 6+ months (if regulatory action required) |
Common mistakes to avoid when claiming your refund
Many consumers accidentally weaken their claim by overlooking simple steps; here is how to stay on track.
Mistake one: not keeping evidence
Your bank statement is your strongest proof. Do not rely on memory or email receipts alone. Download and save PDF copies of every charge to your device and to cloud storage (Google Drive, OneDrive, or similar). Screenshot the transaction description so you can prove it came from Deliveroo, not a third party.
Mistake two: waiting too long to act
Chargeback claims have strict deadlines. If your charge is more than 90 days old, your bank may refuse to investigate. Act within 30 days of the charge date if possible. For older charges, you can still lodge an ACCC complaint, but chargeback success rates drop significantly after 60 days.
Mistake three: accepting a partial refund or store credit
If Deliveroo or a third-party claims handler offers you store credit or a partial refund, politely decline unless you have already waited more than 90 days and have no other option. You are entitled to a full refund of the unused portion in cash, not credit, because the service no longer exists.
Mistake four: not escalating to your bank quickly enough
If Deliveroo does not respond within 14 days, do not send follow-up emails. Move straight to your bank and initiate the chargeback. Lengthy delays only work against you.
What to do after you receive your refund
Once your refund has been processed, take a few final steps to close the loop.
Confirm the refund reached your account
Check your bank statement 5-10 business days after the chargeback is approved or Deliveroo processes the refund. The money should appear as a credit to your card or account. If it does not, contact your bank immediately to confirm the transaction.
Keep records for tax and dispute purposes
Store a copy of the refund confirmation, your original bank statement, and any correspondence from your bank or the ACCC in a safe folder. If you are asked about the refund later (for example, in a dispute or tax query), you will have proof of the amount and date.
Monitor for future charges
Check your bank statements for the next 3-6 months to ensure Deliveroo does not attempt to charge you again. If a charge appears after the service ceased, immediately report it to your bank as fraud.
How stopee helps you navigate subscription cancellations
Deliveroo's shutdown is unusual, but subscription disputes are common. Stopee has helped thousands of Australian consumers cancel unwanted subscriptions, recover refunds, and understand their rights under consumer law. Whether you are dealing with a failed company or a subscription service that will not let you leave, we provide step-by-step guidance, regulatory contact information, and evidence checklists to give you confidence and control.
Why stopee is your trusted resource
Stopee combines consumer advocacy with practical, jargon-free advice. We know the common traps: hidden cancellation buttons, misleading free trials, and non-responsive customer service. Our guides are built on real consumer complaints and regulatory guidance, so you get strategies that work. Visit Stopee today to find guides for thousands of other services and learn how to reclaim your money and your inbox.
Summary checklist for deliveroo refund claims
| Task | Status | Deadline |
|---|---|---|
| Gather bank statements showing Deliveroo charges | Tick when complete | Day 1 |
| Email Deliveroo requesting refund (if email exists) | Tick when complete | Day 2-3 |
| Contact your bank and initiate chargeback dispute | Tick when complete | Days 14-30 from charge |
| Submit chargeback form with evidence to bank | Tick when complete | Days 20-35 |
| Monitor bank account for refund credit | Tick when complete | Days 45-90 |
| If unsuccessful, lodge ACCC complaint at accc.gov.au | Tick when complete | Days 90+ |
Contact information and next steps
If you have already tried to contact Deliveroo and received no response, here are the regulatory bodies that can help you recover your refund.
Australian competition and consumer commission (ACCC)
Website: accc.gov.au
What to do: Lodge a consumer complaint describing the Deliveroo charge and your failed refund attempt. Include copies of your bank statement and any correspondence with the company.
Contact: Use the online complaint form at accc.gov.au/contact-us or call 1300 302 502.
Office of the australian information commissioner (OAIC)
Website: oaic.gov.au
What to do: Lodge a privacy complaint if Deliveroo refuses to delete your personal data after your written request.
Contact: Submit a complaint online at oaic.gov.au/privacy/privacy-complaints.
Your bank or credit card provider
Website: Log into your online banking or app.
What to do: Start a chargeback dispute for any Deliveroo charge you want reversed. Most banks allow this via their dispute centre or customer service phone line.
Timeframe: Act within 90 days of the charge; earlier is better.
Stopee empowers you to take control of your money and your subscriptions. Whether you are recovering a refund from Deliveroo or cancelling any other service, you deserve clear steps, honest advice, and confidence in your rights. Visit Stopee today and join thousands of Australians who have successfully reclaimed their refunds and cancelled unwanted services for good.