Q. What is the Challenge 100 policy?
A. To ensure age-restricted items are delivered safely, and within the law, couriers who accept age-restricted items deliveries on the Just Eat platform need to follow the Challenge 100 policy, meaning customers must show their ID on every single delivery of alcohol and all age restricted items, whatever age the customer looks.
Q. What happens if I don’t follow the Challenge 100 policy?
A. If you choose to accept orders containing age-restricted items, you will need to follow the Challenge 100 guidelines. It is against the law to sell age-restricted items to anyone under the legal age. With this policy you should never have to judge a customer's age, you must always ask for identification.
Q. Do I need to accept orders containing age restricted items?
A. No, you have complete discretion over whether to accept an order which includes age-restricted items. If you do accept a delivery opportunity containing age-restricted items, you (and your personnel) must follow the ‘Challenge 100’ policy. If you no longer wish to be assigned to an order containing age-restricted items, please contact Live Support using the chat option to be unassigned from the order.
If you wish to be unassigned from all future age-restricted items delivery opportunities, please reach out through offline chat support or email us at couriers@just-eat.ie. You must do this before the offers are made rather than once the offer has been made or accepted. This won’t have any effect on your acceptance rate.
Q. What do I need to do when I receive an order containing age-restricted items?
A. If you choose to accept an order containing age-restricted items- follow the in-app steps to complete the order. Just like any other food order, carefully place the order in your thermal bags during pickup. For orders that contain age-restricted items, please proceed to follow the Challenge 100 guidelines when you arrive at the customer’s address and ID the customer. If you believe the ID is genuine, and the customer is not heavily intoxicated, proceed with the delivery process.
Q. What is considered an age restricted item?
- Alcohol
- Tobacco
- Cigarettes
- Cigars
- Cigarette rolling papers
- Vaping products
- Lighter fuel
- Medicines/Drugs
- Cannabis and products thereof
- Lottery & gambling products
- Open razor blades
- Knives/scissors/blades
- DVDs/Blu-Rays/Computer Games
- Age restricted magazines/newspapers
- Fireworks and sparklers
- Acids/glues/solvents
- Nitrous Oxide canisters/Cream Chargers’
Q. What is considered valid, government-issued photo identification?
- Passport
- European Union or United Kingdom photocard driving licence
- Photographic identity card bearing the national Proof of Age Standards Scheme (PASS) hologram
- National identity card issued by a European Union member state
Q. Do I need to check ID even if the customer appears to be of legal age?
A. Yes, we ask that you follow the principles of Challenge 100. You should always check the customer’s identification document before delivering the order.
The 3-step process for all orders containing age-restricted items:
1. Ask the customer to present a valid ID
2. Check Date of Birth to confirm they are over the age of 18 and that the identification matches the name on the order
3. Hand over order to the customer
* In both cases, if a customer appears to be intoxicated, the name on the order does not match the ID, or the customer is not of legal age, do not hand over the Age restricted items order to the customer. Please contact Live Support via the courier app, and return the Age restricted items to the restaurant immediately.
Q. What happens if the age age-restricted items are with a food order, but the customer does not have a valid ID or appears intoxicated?
A. You can provide the customer with the food portion of the order; however, you must not provide them with age-restricted items. This must be returned to the restaurant/store via the process above. Please contact Just Eat via the chat function immediately in your Courier App to alert us to this. If the items are packaged together then the entire order needs to be returned. Even if you are making a pooled delivery, you must return the alcohol once you’ve completed the other order.
Q. Will I be compensated if I need to return the age-restricted items due to the customer being underage or intoxicated?
A. Yes, you will be compensated for the run to return the product to the restaurant. If the customer cannot produce ID to prove they are of legal age or appear to be visibly intoxicated, contact the Live Support team via chat for assistance.
Q. Undelivered age-restricted items Order?
A. All undeliverable age-restricted items orders must be returned to the restaurant or age-restricted items merchant. In such scenarios, you’ll be compensated for returning the product. Before leaving the customer’s location, get in touch with the Just Eat team using the chat function in the app.
You will be asked to follow these steps:
- Return the age-restricted item to the store/restaurant
- Ask for the employee's name who accepted the returned items
- Contact live support to confirm the items were returned and give the name of the store restaurant staff
Once the returns steps are completed, we’ll ensure you receive the appropriate compensation.
Q. What happens if the customer does not answer or is not home?
A. If you cannot deliver the age-restricted items, please reach out to our support team through the chat feature to guide you with returning the age-restricted items to the restaurant/store, by the same process listed above. You can not leave the age-restricted items unattended
Q. How can I safely deliver age-restricted items orders?
✅ Choose to Accept or Reject ❌ orders containing age-restricted items
✅ If you accept an order containing age-restricted items, follow the steps in the Courier App to complete the order in line with our Challenge 100 policy. You must ID every single order with age-restricted items
✅ Only accept ID that is valid and acceptable (passports, driving licences, or official photo ID)
✅ Only deliver age-restricted items where the order name matches the ID card shown
❌ Never deliver age-restricted items to a customer who could be under 18, or intoxicated
❓ If you have any issues with the customer, contact Live Support via the Courier App and return the entire order to the restaurant