Grubhub has announced several changes to its delivery partner policies, aiming to improve fairness and support for drivers across the United States. The company stated that it recognizes the challenging conditions faced by its delivery partners, including navigating traffic, adverse weather, and other unpredictable factors.
The company emphasized the importance of listening to driver feedback and adapting policies in response to real-world events. "We help drivers work on their terms and connect diners with the restaurants they love. That means listening to their feedback, adapting to real-world events, and ensuring fairness—so no one is penalized for doing their best under tough conditions."
A recent enforcement action in New York led to the deactivation of some driver accounts due to unauthorized account sharing. This move raised concerns among affected drivers and advocacy groups. Following discussions with a local driver advocacy group, Grubhub reviewed its protocols and introduced updates designed to enhance transparency and fairness. "After meeting with a local driver advocacy group and listening to their feedback, we reviewed our protocols to improve transparency and fairness—ensuring drivers in good standing who want to deliver are able to do so."
Key changes include the launch of a nationwide appeals process, streamlined procedures for challenging deactivations in multiple languages, updated deactivation policies reflecting modern delivery challenges, holistic reviews of driver performance, clearer distinctions between minor issues and serious violations, and consideration of external factors such as weather disruptions. The company stated: "Feedback from our delivery partners has been a driving force behind ongoing improvements to our deactivation and appeals policies. The updates reflect a broader effort to make the process fairer, more consistent, and more responsive to real-world challenges."
Grubhub also responded to events following Hurricane Helene in late 2024. Severe flooding in North and South Carolina made deliveries difficult or impossible for many drivers. Some markets were not paused in advance because the storm hit farther inland than forecasted. Drivers expressed concern about being penalized for delays or cancellations outside their control. In response, Grubhub allowed scheduled delivery blocks to be dropped without penalty during the storm period, reviewed violations linked to the event, rolled back those penalties where appropriate, and updated its policy for greater flexibility during extreme weather.
"This wasn’t a one-time fix—it was another step toward a smarter, more compassionate system that puts drivers first," according to the company.
Grubhub highlighted that these changes aim not only to benefit couriers but also customers and restaurants by maintaining an experienced delivery network: "A strong, stable delivery network isn’t just good for drivers—it’s essential for restaurants and customers, too."
Looking ahead, Grubhub says it will continue engaging directly with drivers and advocacy groups while partnering with security firm Incognia on account security measures. The company intends further evolution of agreements around device or account sharing and encourages open communication from drivers regarding perceived unfair penalties.
"At the end of the day, our goal is simple: to uphold high service standards and build a strong, reliable delivery network that treats drivers fairly and gives them every opportunity to succeed. Because when drivers win, restaurants and customers win, too," Grubhub stated.