Stop Paying Delivery App Commission

In short: direct ordering lets repeat guests buy from your own restaurant site while you keep control of the order and customer relationship. Delivery marketplaces can still be useful for discovery. The practical aim is not to disappear from them overnight, but to give returning customers a clear reason to order from you directly.

DineHarbor supports commission free online ordering. DineHarbor does not take a percentage of each order. You still pay your own payment provider and must cover delivery, packaging and staffing costs.

What delivery apps really cost

There is no single marketplace commission that applies to every restaurant. Rates can change by country, service, contract, delivery option and promotional package. Several restaurant technology vendors publish broad estimates. For example, Sauce discusses Grubhub fees, while Duck Hub compares delivery commission rates. These are vendor reported ranges, not official rate cards or a quote for your restaurant.

Last checked: 20 October 2026.

The only reliable number for your business is the one in your current agreement and statements. Take three recent months and separate every cost connected with marketplace orders. Do not judge the channel from the headline commission alone.

Start with the contracted rate

Find the percentage or fixed charge written into your agreement. Check whether collection, restaurant delivered orders and marketplace delivered orders have different rates. Note whether VAT applies to the marketplace fee and whether any minimum charge exists.

Then compare the statement with the contract. Pick ten ordinary orders and calculate the total amount deducted from each. If the effective deduction is different from the headline rate, identify why before changing anything.

Count fees beyond commission

Advertising, promoted placement, discounts funded by the restaurant, payment processing, refunds and packaging can all affect what remains. Some costs are optional and some are part of a service package. Record them as separate lines so you can see what buys visibility and what is necessary to complete an order.

Also count the cost of preparing an order that never reaches the guest. Your reports should distinguish sales, refunds and discounts rather than treating every submitted basket as earned revenue.

What direct ordering costs instead

Direct ordering is not free. It changes the shape of the cost.

You normally pay a software subscription, card processing fees charged by your chosen payment provider, packaging and any delivery expense. If you employ drivers, add wages, insurance, fuel or mileage, equipment and management time. If guests collect, you still need a clear handover process and staff time at the counter.

DineHarbor plans are priced per location. See the current figures on the pricing page. The service includes an online ordering site, collection and delivery, and DineHarbor takes no commission on orders. Card fees go to the restaurant's own payment provider. Prices and plan limits can change, so use the pricing page rather than an old article when making a buying decision.

This makes forecasting simpler. A subscription is usually predictable, while payment and delivery costs move with order volume. Build a small worksheet with one row for each cost and calculate the amount left from an average order.

Keep apps for discovery and move repeat customers

Marketplaces put restaurants in front of people who may not know them. That discovery has value. Removing every listing at once can reduce reach before your direct channel is ready.

A calmer approach is to give each channel a job. Use marketplaces to reach new guests where the contract allows. Make your own site the easiest place for people who already know the restaurant to return. Keep menus, prices, opening hours and unavailable items accurate everywhere so a guest does not meet a surprise.

Do not take customer details from a marketplace and use them against its terms. Read your contract. Build your own list through orders placed on your own site, with clear privacy information and valid marketing consent where required.

Direct ordering wins on convenience, not guilt. Guests need a fast mobile menu, reliable collection times, clear delivery fees and a simple checkout. Loyalty can help, but it cannot rescue a slow or confusing ordering flow.

A five step direct ordering plan

1. Put your own ordering site in order

Open it on a 360 pixel wide phone. Check the first screen, menu search, options, allergens, basket and checkout. Place a real test order for collection and another for delivery. Confirm both reach the correct kitchen screen or printer.

2. Make the direct route easy to find

Link your ordering page from your website and Google Business Profile. Put the web address on the counter, receipt and social profiles. Use a short, readable address as well as a QR code because not every guest wants to scan.

3. Add a card to every direct order

Place a simple card in bags packed from your own channel. Explain the practical benefit, such as loyalty points, easier reordering or access to the complete menu. Before adding anything to marketplace bags, check the platform contract.

4. Give repeat guests a clear reward

Choose one understandable loyalty rule. Points, a stamp card or wallet credit can work. Avoid a page of exceptions. Staff should be able to explain the rule in one sentence, and the guest should be able to see progress.

Read our restaurant loyalty programme guide before choosing points, stamps or wallet credit.

5. Define delivery zones and ownership

Decide where you can deliver while food remains in good condition. Drive time zones can reflect real roads better than a simple circle. Set delivery fees and minimum orders deliberately, then decide who watches dispatch during service.

DineHarbor provides delivery zones, a dispatch board, a driver app and live tracking on eligible plans. The delivery guide shows the operating flow. If you are not ready to manage drivers, begin with collection and add delivery after the kitchen routine is stable.

A worked example

This is arithmetic, not a claim about any restaurant or marketplace.

Suppose a restaurant receives 100 orders with an average basket of £25. Gross order value is:

100 × £25 = £2,500

If the assumed commission for this example were 25 per cent, the commission would be:

£2,500 × 0.25 = £625

That does not mean direct ordering automatically saves £625. From the direct total, subtract card fees, software, promotions and any delivery costs. The useful comparison is the contribution left after all channel costs, not sales alone.

Run the calculation with your actual statement. Repeat it for collection, your own delivery and marketplace delivery. Include staff time where one method creates noticeably more work. Review the result each month rather than choosing a channel from a generic percentage online.

Measure the move without upsetting service

Track direct order count, average order value, refunds, repeat guests, preparation time and late deliveries. Compare like with like. A Friday delivery should not be judged against a quiet Tuesday collection.

Ask staff what causes friction. Common answers are missing options, unclear collection names, poor address data and orders reaching the wrong station. Fix those before spending more on promotion.

Move in stages. Start with one location or a limited delivery area. Keep the marketplace live while direct ordering proves reliable. Once returning guests use the direct channel naturally, decide whether paid marketplace visibility still earns its place.

The goal is a resilient mix: discovery where it is useful, and an owned route for the people who already want your food. For the practical setup, watch the online ordering guide and read how to run your own delivery.

Ready to test direct ordering with your own menu? Start the 30 day free trial with no card needed.