Leaving Just Eat: What Happens to Your Customers, and How to Keep Them

When you leave Just Eat, the customers who found you there do not come with you as a list. Just Eat's UK partner terms (dated 18 December 2025) let you end the agreement for convenience on at least 30 days' written notice, forbid using customers' personal data for marketing or to entice them away, and remove your profile when it ends. What leaves with you is your brand, your menu, your shop and every regular who already knows your name. Below: what each marketplace's terms say (checked 28 October 2026) and an eight-week plan to move regulars while both run.

Who owns the customer on a marketplace order?

On paper the customer is shared; in practice the list is not yours. Just Eat's partner terms make you and Just Eat separate data controllers (clause 12.3), then narrow what you may do: no passing customers' personal data on, no contact except to prepare and deliver the order (clause 12.5), and no use of it for marketing or to entice customers away from Just Eat (clause 3.2). Clause 12 survives termination (13.12), so those data limits do not lapse when you leave.

Just Eat's privacy statement for customers (version September 2026) describes the other side: it may share the order, name, address or contact details with the restaurant so it can deliver the order or deal with a complaint. That is the purpose the data arrives for, and the one it must stay within.

One exception is worth asking about: Deliveroo's privacy policy says customers may opt in, for example at checkout, to marketing directly from some partners. Ask Deliveroo whether that is available to you, and on what terms, before relying on it.

What you keep and what you lose

What stays with you

• Your brand, logo and menu. Unless you tell it not to, Just Eat may build a website under your brand; it owns that site and domain apart from your brand, menu and logo (clause 3.1(c)). On termination each side stops using the other's intellectual property (13.10), though clause 3.1 lets Just Eat use your name and logo in marketing "during and after the Term": ask in your notice for that to stop.
• Your shop, your phone number and your Google Business Profile.
• Every customer who orders in person, by phone or through your own website or app.

What stays with the marketplace

• The customer list. You never held it as a marketing list, so there is nothing to take.
• Your listing, ranking and reviews. Just Eat removes your profile on termination (13.10) and warns that cached copies may linger in search engines (13.11).
• Dashboard access. Uber's terms say you lose access to Uber data when the agreement ends; Just Eat's do not promise Partner Hub access afterwards either.
• The tablet. Just Eat expects its devices back in good condition (13.10); a leased Deliveroo device stays Deliveroo's property.
• Marketplace-branded packaging. Just Eat's trademark goes on packaging only with its written permission (10.1), and that use stops with the agreement.

How to end the agreement, step by step

1. Find your signed agreement and the documents specific to you: Just Eat's Summary of Key Terms, Uber's Order Form and any equipment lease.
2. On Uber Eats, check the renewal date: the term renews automatically, and your Order Form decides how you can leave.
3. Write the notice. Just Eat requires notices in writing and in English (clause 22.1). Give your business name, premises, restaurant ID and the date you want the agreement to end.
4. Send it to the notice address in your agreement (clause 22.3) before 5pm on a business day, and keep proof. Under clause 22.1 an email counts as received when sent unless it bounces, but anything received after 5pm counts from the next business day.
5. In the same notice, ask for marketplace links to come off your Google Business Profile and maps listings (clause 3.1(d) says you can request this) and for any website built under your name to be taken down.
6. Keep trading well until the final day: the agreement still applies during notice.
7. Return the devices, take down marketplace stickers and in-shop signs, and stop print and online adverts that link you to the marketplace (Just Eat clause 10.5).

The price promise: what you cannot do while both run

Before you advertise a lower price on your own website, read Just Eat's clause 7.18. Unless you and Just Eat have agreed otherwise, your Just Eat prices, discounts and special offers, including delivery charges and minimum order values, must be no less favourable than those on your own online channels, and you must promptly pass Just Eat the details of every price, discount and offer on your website so it can offer them too. The clause does not mention prices at the counter, and it is not among the clauses that survive termination (13.12).

So while you are listed, "cheaper on our app" is the message that can put you in breach. Deliveroo's terms add that your Deliveroo menu prices should match your dine-in or in-store menu; Uber's published UK terms leave the price to you. Compete on what does not rely on undercutting: no queue at collection, the full menu and a loyalty programme of your own (check the reward against clause 7.18 first). Keep any mention of Just Eat neutral: clause 10.4 bars anything derogatory about its brand or business.

How to move regulars to your own channel

Start with the customers who are already yours, then work outwards; none of this depends on marketplace customer data. More ideas are in our takeaway marketing guide.

• The counter. Every walk-in and collection customer should see a QR code for your own ordering page; our free order direct print kit makes the poster, counter card and table tent. Give staff one line, such as "next time, order on our website and skip the queue".
• Packaging. Put a sticker or stamp with your web address on every collection and walk-in bag. Marketplace bags are less clear: none of the three published terms mentions leaflets, but your signed agreement may, so ask in writing first.
• Receipts. Print your ordering address and QR code on your own till receipts and phone-order slips.
• Google. Under Food ordering on your Business Profile, set your own link as preferred for collection and delivery and remove links you do not want. Google says providers must remove third-party links within five working days of your request.
• Loyalty. Stamps, points or tiers on your own app give regulars a reason to come back to it (loyalty on Aexir).
• Consent. The ICO says you must not send marketing emails or texts without specific consent, except under the soft opt-in: your own customers, about products similar to what they bought, where you offered a simple opt-out when you took their details and in every message since.

A safe eight-week plan, running both

Running both means you never switch off income you have not replaced.

To put a number on the week 7 decision, run your figures through the calculator below or the full savings calculator. Before you choose the replacement, check what ‘commission-free’ ordering really costs per order, card and per-order fees included.

Leave completely, or just reduce?

Leaving is not the only option: you can keep a marketplace for first-time customers and move regulars to your own channel. Our Just Eat vs your own app comparison works through the break-even, and how to pay less commission covers cuts you can make while staying listed. Just Eat’s and Deliveroo’s own reported order figures, with each marketplace’s published fees, are in our sourced UK takeaway and delivery statistics.

Leaving completely makes more sense when most regulars already order direct, when you have your own drivers or a courier option, and when the commission or the price promise gets in the way. Leaving before your direct channel works is the expensive mistake, which is why notice comes in week 7, not week 1.

Where Aexir fits

Aexir is an online ordering system for independent restaurants and takeaways: their own branded iOS and Android ordering app, ordering website and browser till (POS on the Go), for a flat monthly fee at published prices. In the UK that is £30 a month ex VAT for Web or Starter, £40 for Plus and £50 for Pro, with card payments through Stripe at 2.5% + 30p per transaction. Loyalty, push notifications and offers are among its published features.

It runs alongside Just Eat, Deliveroo and Uber Eats rather than connecting to them. Delivery is by your own drivers or, in the UK, partner courier delivery charged per delivery if used; Aexir has no delivery fleet.