Guides by country and regulation
What a restaurant can demand from a delivery platform in the UK and across Europe, what the P2B Regulation gives you, and what to check first when a listing goes dark in a specific market.
United Kingdom
Bad weather and UK delivery availabilityUK platforms do not publish what they do in bad weather, so the effects are observed rather than documented. All of them look identical to an outage from inside.
Can I get compensation for a UK delivery outage?No published UK partner term commits to it, so it is a commercial request rather than an entitlement. Which means it succeeds on evidence and repetition, not on a clause.
Can a UK delivery app remove my restaurant without telling me?Removal usually follows a condition and not a decision, and the platforms describe it in their own terms rather than under any duty to notify you first.
Delivery monitoring for a UK restaurant groupWhat to measure across sites and platforms, why partner portals cannot supply it, and how the UK differs through hygiene ratings and published availability thresholds.
Do UK delivery apps publish how they rank restaurants?Less than their European counterparts, which publish ranking parameters under a legal duty. In the UK the useful material sits in programme criteria.
Does going offline cost me my UK promotions?On Just Eat it is a named criterion, time offline at 10% or below. On the others it works through every metric that sits downstream of being orderable.
How do I compare my UK branches on delivery apps?Five columns do it: orderable hours, price divergence, promotion visibility, coverage reach and rating. Four of them cannot be read from a partner portal.
How do I complain to a delivery platform in the UK?Support tickets fix faults and do not address decisions. For a decision, name the clause, attach dates, and copy the account manager on the same message.
How do I set holiday hours across all my UK branches?Mostly one site at a time, which is why it goes wrong. The scalable part is verification, and that is the step almost every group leaves out.
How does head office see what each UK branch is doing on the apps?Portals show one site at a time and only the present. Anything about comparison or history has to be built outside them, from the customer view.
How many UK delivery apps should my restaurant be on?The marginal orders are easy to estimate and the marginal management cost is not. Each extra listing adds a schedule, a menu and another place to fail silently.
My new UK site is live but it is not on the appFour usual causes: onboarding not finished, hygiene registration incomplete, the listing built but not published, or it is visible only inside a small zone.
One UK branch is offline and the rest are fineSingularity is diagnostic. It rules out the platform and the brand, and leaves four causes that all live at the site: device, schedule, zone or a state somebody set.
Opening a second UK site on delivery appsThe second site is where single-restaurant habits stop working. Everything that was one check becomes two, and nothing in the portals is built for the comparison.
The UK delivery apps a restaurant group actually has to watchThree national platforms carry most volume, and each publishes different rules about hygiene, promotion and closure. The differences decide where attention goes.
UK delivery partner terms: the five clauses to read firstSuspension, eligibility, notice, reinstatement and data. Twenty minutes on those five tells you what happens on the day something goes wrong.
What UK partner terms say about closing your restaurantDeliveroo publishes the most, Just Eat states its thresholds in partner guidance rather than a contract, and Uber Eats says almost nothing about hygiene at all.
What a UK multi-site operator checks every morningFour checks, ten minutes, before the day starts. Overnight closures, hours for today, promotion visibility and anything that did not reopen on its own.
What a UK restaurant can reasonably ask a delivery platform forSix requests that platforms can actually satisfy, and three that they cannot. Asking for the second kind is how operators conclude the relationship is useless.
What breaks on UK delivery apps over ChristmasThe failures are predictable: stale special hours, sites that close early without updating, devices left over the shutdown, and nobody watching between the 24th and the 2nd.
What do UK delivery apps actually grade my restaurant on?Four things: hygiene rating, order volume, customer rating and availability. Three are in your reporting. The fourth is graded by the platform and measured by nobody.
What evidence do I need to claim lost orders in the UK?Three things: when the listing was not orderable, what it normally does in those hours, and that the cause was not yours. The first is the one nobody has.
Which UK delivery apps show your hygiene rating, and whereDisplay differs by platform and by placement, and the same site can read differently on two apps while both are correct. Checking each listing is the only reliable method.
Who at head office should watch UK delivery uptime?It falls between operations, marketing and IT, which is why it usually falls to nobody. The workable answer is one named owner with an escalation path to sites.
Who do I contact when my UK listing goes down?Nobody, for the first ten minutes. Establish whether you can end it yourself, because most closures are self-inflicted and support cannot help with those.
Who owns the delivery listing, the franchisor or the franchisee?Usually the franchisee holds the account and the franchisor holds the brand, which means head office carries the reputational risk without the controls.
Why do my UK branches close at different times on the app?Usually four causes: local schedules set years ago, licensing hours, last order buffers set per site, and closures nobody set deliberately at all.
Europe — country by country
A delivery app went down in Denmark. What should a chain do?Establish scope first, because a regional outage and a single dark listing need opposite responses. One is communication, the other is a thirty second fix.
Can a delivery app close my restaurant in France without notice?For a restriction or suspension, reasons are owed immediately rather than in advance. For ending the service altogether, thirty days. The two are often confused.
Cyprus: what the partner terms actually give a restaurantFoody publishes business user terms with a complaint system answered in 30 working days, and it lists two months without orders as a ground for removal.
Czechia: what each delivery app calls a closed storeThe vocabulary differs by platform and the same word means different things. Busy is trading on one app and closed on another, and the confusion costs evenings.
How do I get my restaurant back online on a Spanish delivery app?First establish whether the closure is yours to lift. If it is not, the European rules give you an explanation to demand and a complaint route to use.
How do I know when a Portuguese branch goes offline?Not from the portal, which shows now and not history, and not from sales, which cannot tell a quiet evening from a dark listing. It must be watched from outside.
Hungary: which delivery apps a restaurant group watchesFewer platforms than Poland, which concentrates risk rather than reducing it. A single listing failing takes a larger share of delivery revenue with it.
Ireland: delivery apps, hygiene display and your listingIreland does not run the UK hygiene rating scheme, so a group operating on both islands cannot carry one policy or one expectation about what listings show.
My Austrian listing is offline. What do I check first?Device, schedule, a state somebody set, then the platform. In that order, because the first three end in seconds and the fourth is a written request.
My Dutch listing shows closed and I never closed itThree causes are yours and one is not. Telling them apart in the first two minutes decides whether this is a thirty second fix or a written request.
My Finnish venue went offline. What do I do?Venue is the word to search for, and the states have their own meanings. Two of the four causes end in seconds and one of them cannot be ended by you at all.
My German restaurant shows as offline and the kitchen is openFour causes account for most of it, and the regulation attaches an explanation to the one that matters most, the closure the platform applied.
My Greek restaurant stopped getting delivery ordersThe first observation is an absence, and an absence is ambiguous. Four checks separate an invisible listing from a slow night, and they take five minutes.
My Italian restaurant is not showing in delivery searchRanking parameters have to be published in Europe, so the factors are readable. What is never published is your position, and that has to be measured from the map.
My Romanian restaurant disappeared from the appDisappearing and being closed are different states with different causes. A narrowed delivery zone removes you for some customers and leaves you visible to others.
My Swedish restaurant is offline on the delivery appLong winter evenings and strong seasonality make an outage hard to distinguish from a quiet night, which is why the check has to be on the listing rather than the sales.
My restaurant went offline on a Polish delivery app. What do I do?Poland runs one of Europe’s fullest platform sets, so the first question is which listing went down. The mechanics differ and so does what you can demand.
Norway: why a restaurant can be invisible while the kitchen is openVisibility depends on the storefront, the delivery zone and the ranking, and none of the three is readable from a partner portal or from your own sales.
The delivery platforms a Belgian restaurant group has to watchA small market with two language communities, which doubles the configuration surface. The European rules apply identically, the listings do not.
Which delivery platform is most reliable for restaurants in the UAE?Measured across UAE restaurant listings, noon Food lost the least stated trading time and Careem Food the most, with a spread of about four to one between them.
Europe — cross-border
Can a delivery app suspend my restaurant without a reason in Europe?No. EU Regulation 2019/1150 requires a statement of reasons before or at the time a restriction takes effect, and 30 days notice before full termination.
How do I compare delivery platforms across Europe?Not on commission, which is the only number everybody has. On availability, coverage, promotion visibility and what each publishes about its own rules.
How much notice must a delivery app give before removing my restaurant?Thirty days, with a statement of reasons, under Article 4(2) of Regulation 2019/1150. Restrictions short of removal are owed an explanation immediately instead.
I was restricted on the app and got no explanationIn the European Union that is the platform failing an obligation, not a gap in service. Article 4 requires reasons before or at the time the restriction takes effect.
What a European franchise agreement should say about delivery appsMost were written before the storefront existed. Four clauses close the gap: visibility, brand control, an availability duty, and who keeps the listing on exit.
What a restaurant can demand from a delivery app in Europe and cannot in the GulfFour rights exist in one region and not the other: reasons for a restriction, notice before removal, published ranking parameters, and a free complaint route.
What changes when a restaurant group moves from the Gulf to EuropeThe operating problem is identical and the paperwork is not. In Europe a closure produces a document you can demand, and in the Gulf it produces nothing.
What must be in a delivery platform’s terms in EuropeFive things Article 3 and Article 5 require: plain language, pre-contractual availability, grounds for restriction, distribution channels, and ranking parameters.
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