Dubai has introduced fresh rules to govern its fast-growing online food delivery sector, valued at over AED 5 billion. The Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT), part of the Department of Economy and Tourism, has set up a working group with public and private partners to ensure the market continues to expand while maintaining fairness and transparency.
highlights of the new guidelines
The new framework is designed to protect restaurants, consumers, and the overall digital economy. The guidelines provide clarity on contracts, commissions, data access, and accountability across the delivery process.
Fair contracts for restaurants
Food delivery platforms must now provide clear, easy-to-understand contracts. Any change to terms requires 30 days’ notice, giving restaurants the right to review or exit agreements without penalty.
Transparency in charges and promotions
Delivery platforms are required to itemise commissions, delivery fees, service charges, and taxes. Discounts and promotional offers must be displayed in a straightforward way, ensuring customers and restaurants know exactly what they are paying for.
Data access and fair ranking
Restaurants will have the right to access non-personal sales and performance data. Platforms must also explain how they rank restaurant listings—whether by paid placement, customer ratings, or location proximity.
Accountability for delays and cancellations
Restaurants will not be penalised for delays that occur due to technical issues, logistics challenges, or other factors beyond their control. Customers will also be protected from unfair charges in cases where orders are cancelled or delayed under such circumstances.
Ensuring fair competition
The rules specifically discourage practices that favour delivery platforms’ own affiliated outlets over independent restaurants. This step aims to create an equal playing field, giving all restaurants—whether large chains or small neighbourhood eateries—fair visibility and access to customers.
Impact on Dubai’s delivery ecosystem
The new measures are expected to reshape the food delivery sector by striking a balance between commercial interests and consumer rights. For consumers, the changes bring greater clarity at checkout, ensuring transparency in costs. For restaurants, the guidelines reduce risks tied to contract changes and provide access to valuable performance data.
The framework also builds investor confidence, reinforcing Dubai’s reputation as a competitive, well-regulated market. By establishing clear rules, the emirate is positioning its digital economy for sustainable growth while upholding high standards of service and fairness.
Dubai’s new online food delivery guidelines mark a turning point for one of the city’s fastest-growing industries. With clear contracts, transparent pricing, and fair competition, the emirate is building a stronger, more reliable delivery system for residents and businesses alike.
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