Dubai issues new guidelines for online food delivery: All you need to know

Guidelines for platforms, restaurants

According to the guidelines, Platforms must provide clear, accessible terms and conditions, which can only be changed after a 30-day notice. It allows restaurants to terminate contracts if they disagree with the platform’s terms.

Platforms are obliged to disclose how listings are ranked, and restaurants have the right to fair access to non-personal customer data, such as order history and sales reports.

Food delivery platforms should also be neutral and cannot prioritise their own services. (Photo: Unsplash)

The new guidelines require platforms to make their commission structures transparent, and any advertising or promotional fees must be optional, which should be clearly disclosed.

Food delivery platforms should also be neutral and cannot prioritise their own services above other restaurants.

Restaurants, customers should be charged for delays

In case of order cancellations or other delivery-related issues, the guidelines say that restaurants will not be held responsible for factors outside their control, including system failures or third-party logistics delays. It also noted that customers should not bear any cost arising from such delays.

Transparent pricing

The pricing should be transparent with a clear breakdown of all charges before checkout and no additional fees that were not disclosed can be added after payment.

Pricing should be transparent with a clear breakdown of all charges before checkout. (Photo: Unsplash)

As per data, online food delivery is a fast-growing industry in Dubai, and the sector is projected to generate a revenue of over Rs 119 billion in 2025.

“The online food delivery sector has witnessed robust growth in recent years, and we recognise the vital role the delivery platforms play in contributing to the overall growth and innovation of Dubai’s food and hospitality sector. Dubai prides itself on its public and private sector partnerships, and we have formed this working group and developed these guidelines hand-in-hand with the industry to encourage sustainable growth and further elevate business standards, while promoting collaboration, transparency and fair competition for the benefit of all stakeholders,” Ahmad Ali Moosa, Director of Fair Trade and Business Protection at DCCPFT, said.