The Ministry of Commerce and Industry has issued a guideline for delivery and service activities through digital platforms and applications, directed at delivery companies, retail outlets, and supporting service providers, as part of its ongoing efforts to regulate this vital sector and keep pace with its rapid growth, enhancing efficiency and reinforcing a business environment built on transparency and fair competition.
This guideline is grounded in the legislative framework related to competition protection, prevention of monopolistic practices, and consumer protection. It aims to establish a clear structure governing the relationship between digital platforms and applications, providers, and consumers, while precisely defining rights and obligations in a way that reduces unfair practices, strengthens trust in digital commerce, and supports the growth and sustainability of small and medium-sized enterprises amid the expanding delivery sector.
It affirms pricing freedom for providers, allowing restaurants to adopt one price list for delivery platforms and another for in-store use. Pricing remains the exclusive right of the provider after approval of price lists by the Ministry, while platforms are prohibited from imposing or modifying prices or discounts without explicit consent, and from unifying or restricting pricing.
The guideline also sets out the parameters for delivery service pricing, permitting platforms to determine the cost of delivering products to consumers, provided that such pricing is fair and maintains the public interest.
Full and transparent disclosure of all fees and commissions in contracts between delivery platforms and restaurants is required, with a clear prohibition on hidden or undisclosed charges. It further regulates cancellation and refund policies based on assigning responsibility according to fault, ensuring that consumers bear no cost before order preparation, and only the actual cost after preparation, without additional fees.
In the area of paid advertising, platforms and digital applications are required to disclose when the ranking of providers, such as restaurants and stores, results from paid promotion. Disclosure of the general criteria governing provider ranking—such as geographical distance, ratings, delivery time, and execution accuracy—is also mandated, alongside a prohibition on discriminatory practices or arbitrary restrictions on visibility.
The guideline addresses unreceived cash orders by introducing prior order confirmation mechanisms and defining responsibility, with liability distributed between the provider and the platform based on the reason for non-receipt, and allowing for restrictions on consumers who repeatedly cancel.
It also emphasizes the regulation of promotional offers and discounts, requiring that they be licensed by the Ministry of Commerce and Industry, genuine and not misleading, with clear display of prices before and after the discount, and adherence to the specified duration.
Obligations of providers are outlined, including adherence to announced prices, prohibition of additional charges upon delivery, disclosure of preparation time, and ensuring product quality and safety.
The guideline further defines the responsibilities of delivery personnel, including adherence to timelines, maintaining order safety, demonstrating proper conduct, and prohibiting the imposition of any additional charges on consumers.
The Ministry affirms its continued supervisory role in regulating the market and ensuring fair competition, taking necessary action against violators, and calling on all relevant parties to comply with the provisions of the guideline.
