Introducing the new, fairer distance-based fee!

For deliveries that mean you need to travel further, we’ll pay you more.

This new delivery fee is made up of 3 parts:

€ 2.00 pick-up fee + € 1.00 delivery fee + variable distance fee

This new fee launches for all riders across Belgium from 2 August 2018, but if you make less than your current fee per delivery in any pay period in August and September, we’ll pay you the difference.

Everything you need to know about distance based fees

72% of riders in Belgium have told us that it would be fairer to get paid more for longer distances.

Longer distance deliveries often take a longer time to complete. A fixed fee for every delivery doesn’t reflect that every delivery is different. We believe it is fairer that riders who choose to do longer distances get paid more for those deliveries.

This new fee system pays based on the distance and time that each delivery will take to complete.

€ 2.00 pick-up fee + € 1.00 delivery fee + a variable distance fee

There is a minimum variable distance fee that will change every month in order to offer a competitive revenue to the riders.

More and more, customers want access to their favourite restaurants. They want greater choice and the ability to order from anywhere. This often means restaurants that are further away.

You may already feel as though you are travelling further. In the past six months, the average distance for orders has increased by about 1800 m.

We believe riders should be paid more for these orders. We’ve spoken to hundreds of riders who also feel this way.

We’re introducing distance based fees now to enable more choice for customers and fairer pay for you.

Yes. Distance based fees will be live for all riders across Belgium from 2 August 2018.

We believe you should make as much, if not more from this new, fairer fee structure.

In face, if you make less in any pay period during August and September than you would have done for the same number of orders completed on your old fixed fee per delivery rate, we’ll pay you the difference.

You’ll now also see more details about every delivery. Before you accept any order, you’ll see:

  • The full journey, including customer address
  • The full fee (this will change for every delivery)
  • The option to accept or reject the delivery

You can access more details about the fee – such as, if it includes a surge – by clicking on the total.

We’ll communicate a minimum distance fee each month on the roocommunity blog. This monthly minimum delivery fee is set to reflect expected customer demand to give you even more security in what you earn.

The new structure means that there is potential to earn a lot more, especially for longer distance orders

The calculation is based on a combination of the distance an order will travel, as well as the time we expect it may take to complete. This is calculated specific to your area – because the time it takes a travel 2 km in Antwerp can be very different to how long it may take in Brussels, for example.

We believe it is fairer to have a fee system that takes into account the full delivery:

Accepting the order + traveling to the restaurant + delivering to the customer

We suggest the route in app to help you find the customer. But it’s totally up to you which route you take – you’re the expert!

The fee for each delivery is calculated based on the distance as well as how long it is expected it will take you to complete the delivery safely. This fee will still stay the same – whether it takes you more or less time than we expected – however you are free to take your preferred route to complete the delivery.

The fee we offer for every order takes into account how long we expect it will take to complete the full order (from acceptance, to collection at the restaurant, travel to the customer and completing the delivery). This is based on a zone level to make it accurate in your area.

There is also a new tool which allows you to choose to unassign from an order when a restaurant keeps you waiting too long. You can unassign in-app with no need to call rider support. Read here how

From time to time there may be some delays – but you should not be regularly kept waiting at restaurants. If a restaurant is making you wait too long, you can unassign from the delivery at any time in-app.

You can also report restaurants that regularly keep you waiting too long to rider support.

Yes. You are completely free to choose which deliveries you want to complete and which you would rather reject. This has no impact on your statistics.

You can continue to track your earnings through the invoice you receive each pay period – which shows how much you have made on each day you’ve worked.

You can also track your fees in-app. The in-app My Earnings tool lists all of the deliveries you have completed and the fee for each one.

The delivery fee that you see before accepting an order is the full fee for completing that delivery.

This includes a € 2 fee for pick-up, € 1 fee for drop-off and an additional fee which varies depending on the distance of the order. This breakdown of the fee gives you greater visibility of the minimum fee you can expect to be paid for every order. However, the full fee is paid when you complete the delivery that you accept.

You can choose to reject or unassign from any order you are offered, however this means that you decline the fee offered. It is not possible to be paid for the pick-up only fee only if you choose to be unassigned from the delivery before it is completed.