The Ministry of Commerce and Industry (MoCI) has launched a comprehensive set of guidelines aimed at regulating the delivery sector and strengthening consumer protection, while ensuring transparency and fair competition across the market.
The newly introduced guide outlines the responsibilities, rights, and rules governing the relationship between digital platforms, delivery companies, sales outlets, service providers, and consumers.
The guidelines apply to three key groups: delivery companies, sales outlets and service providers, and consumers.
The guidelines apply to delivery companies, sales outlets, service providers, and consumers alike. All delivery service providers and digital platforms must comply with these regulations. Any violations will result in legal action in accordance with applicable laws.
FOR SALES OUTLETS AND SERVICE PROVIDERS
Pricing freedom
- Businesses have the right to set their own prices independently from delivery platforms.
- Pricing remains the exclusive right of the provider
- Platforms cannot impose or modify prices or discounts without explicit approval
- Price fixing or restricting pricing is prohibited
Transparency in fees and commissions
- All fees and commissions must be clearly and fully disclosed in contracts
- Hidden or undisclosed charges are strictly prohibited
Offers and discounts
- Promotions must be genuine, licensed, and not misleading
- Prices must be clearly displayed before and after discounts
- Providers must comply with the stated promotion duration
FOR DELIVERY COMPANIES
Delivery pricing rules
- Platforms may set delivery service fees, provided pricing is fair and considers consumer interest.
Responsibilities of delivery personnel
- Adhere to delivery timelines
- Ensure order safety
- Maintain professional conduct
- Do not charge any additional fees to consumers
Responsibilities of service providers
- Comply with declared prices
- Do not add charges upon delivery
- Clearly communicate preparation time
- Ensure product quality and safety
Advertising and platform transparency
- Paid advertisements must be clearly identified
- Platforms must disclose the general criteria behind algorithms and content ranking to prevent misleading users
FOR CONSUMERS
Unreceived cash orders
- Responsibility is determined based on the reason for non-delivery between the platform and the provider
- Repeated unjustified cancellations by consumers may result in restrictions
Cancellation and refund policies
- Responsibility depends on the stage of the order
- No charges apply before preparation
- After preparation, only the actual cost is charged, with no additional fees
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