We have updated our policy on delivering age-restricted items including both alcohol and cigarettes. Make sure you remember to follow the new process or you may be unable to make these types of deliveries in the future.
What is an age-restricted item?
Age-restricted items include any product that requires a customer to be over 18 to consume. These include alcohol, tobacco, and smoking products (such as vapes).
What’s changed?
Whilst you have been making deliveries of alcohol or cigarettes on the Just Eat network, our rules have previously been The ‘Challenge 25’ policy. Meaning that you needed to ID customers, who looked like they were under 25 years old.
This is now changing, the new policy is ‘Challenge 100’ which means you need to ask customers for their ID on every single delivery of age-restricted items.
Why we’re making a change
At Just Eat, the well-being of our couriers, partners, and customers is paramount . In our commitment to safeguarding everyone and preventing the delivery of items unsuitable for minors under the age of 18, we have implemented a Challenge 100 policy. This change makes your job much easier as you don’t need to judge whether someone looks over 25. You now need to ID everyone, whatever age they look.
When you pick up an order, make sure you check the receipt to see if there is an age restricted item included. If you’re not sure, you can always ask the restaurant or grocery partner.
We regularly complete checks on orders containing age-restricted items, if you are found to have not completed ID checks during a delivery you may be removed from the Just Eat network.
List of do NOTs
- Deliver alcohol to a customer if you believe they are already heavily intoxicated.
- Shy away from asking a customer for ID, even if the customer looks well over 18, they still need to show you their ID.
- Deliver age-restricted items if the customer refuses to provide an ID or you suspect the ID is not genuine. If this happens, do not complete the order and contact courier support.
- Just ask a customer’s date of birth without checking their ID.
- Deliver alcohol in public places or on customer’s doorsteps, alcohol can only be delivered directly to customers, in residential or business addresses.
Acceptable forms of ID
- Photographic Identification card bearing the national Proof of Age Standards Scheme (PASS) hologram
- National identity card issued by a European Union member state (other than the United Kingdom), including Norway, Iceland, Liechtenstein passport
- Drivers licence
- Passport
When checking a customers ID:
- Ensure the photo on the ID looks like the person presenting the ID
- Check the expiration date, to ensure the ID is still valid.
- Check the customer’s date of birth to ensure they are over 18.
- If the customer is over 18, give them their order and confirm the order has been delivered.
- If the customer is not over 18 or they haven’t presented their ID, remove the age-restricted items and complete the rest of the delivery.
- If the age-restricted items can not be delivered, ensure you deliver the items back to the restaurant or store
If you are unable to deliver age-restricted items, due to the customer being heavily intoxicated, underage or not having a valid ID, please contact courier support who will provide advise and make sure you are paid for the return journey to the partner.
