How we protect the people who cook, deliver, and eat on Chefsline — and what to do if something doesn't feel right.
In short: Food that's safe to eat, riders who feel safe working, and a platform that's safe to trust with your data.
Safety isn't a feature we bolt on — it's the default state of the system. Allergen flows, rider protections, contactless handover, and identity checks sit in the core product. This page is a practical guide to what we do and what to do if something goes wrong.
Every restaurant on Chefsline must provide UK FSA-aligned allergen information for every item on their menu. Missing allergen data blocks an item from being listed — no exceptions.
If you have a severe allergy, please flag it in your profile and in the order notes. For life-threatening allergies, we strongly recommend calling the restaurant directly before ordering — contact details are on every restaurant page.
If you suspect a food-safety issue (spoiled food, foreign object, suspected illness), contact us immediately through the order screen or at safety@chefsline.co.uk. We escalate within one hour and co-ordinate with the restaurant and, where needed, local environmental health.
Riders on Chefsline are covered by third-party liability and personal accident insurance on every shift — included, not deducted from earnings. They can decline any order at any time without penalty.
We don't batch or route in ways that encourage speeding: ETAs account for safe cycling and driving speeds, weather, and rest breaks. Riders get guaranteed minimum pay per hour worked, regardless of delivery volume.
If a rider feels unsafe at a handover point, they can alert us via one tap and we'll re-route the delivery to a safe collection location.
Contactless handover is the default. You can specify a drop point, a buzzer code, and a note for the rider — all without revealing your phone number.
Phone numbers are masked. If a rider or restaurant needs to call you, the call is relayed through our system — your real number never leaves Chefsline.
Address privacy. Riders see your address only when they're actively on your delivery; it's wiped from their device 15 minutes after handover.
Age-restricted items. Alcohol and similar items require Challenge 25 ID verification at handover. If you can't verify, the rider returns the item and we refund it.
For urgent safety issues during a live order, use the red “Report a problem” button in the order screen — it routes to a human on call 24/7.
For non-urgent safety concerns, email safety@chefsline.co.uk or use the contact form. For allegations of abuse, harassment, or criminal behaviour, we'll escalate to the appropriate authorities and keep you informed.
Turn on two-factor authentication from Settings → Security. If you think your account has been accessed by someone else, email security@chefsline.co.uk and we'll lock it within minutes.
Chefsline will never ask for your password over email, SMS, or phone. If someone claims to be from Chefsline and asks for it, hang up and contact us directly.
Our team replies in under 4 hours, every day from 8am to midnight UK time.
