Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT) has issued new guidelines for online food delivery platforms operating in the emirate, aiming to create a fairer and more transparent framework for restaurants, delivery operators, and consumers. The measures are introduced under Dubai Law No. 5 of 2023 and were formally communicated through Circular No. 2 of 2025.
The guidelines are designed to regulate practices across the sector, which has seen rapid growth with the rise of digital platforms and cloud kitchens. They address issues ranging from contractual fairness and commission transparency to customer data access and anti-competitive conduct.
Clearer Terms and Transparency
Platforms must now provide business users with clear and accessible terms and conditions at every stage of the commercial relationship. A minimum 30-day notice period is required before making contractual changes, unless exceptional legal circumstances apply. Food establishments are entitled to terminate contracts if they do not accept the proposed changes.
Monthly financial statements will also become mandatory, detailing total sales, commission deductions, marketing fees, refunds, and final payouts. Platforms must provide transparency around the way commissions are calculated and disclose any additional service charges linked to advertising or delivery.
Neutrality and Fair Competition
The framework prohibits platforms from favoring their own services or affiliates over restaurants without disclosure. Arbitrary pricing practices, exclusivity clauses, and predatory discounting are addressed directly, with a cooling-off period offered to restaurants wishing to exit exclusivity agreements while retaining commercial terms during the transition.
Marketing costs, including sponsored listings or promotional campaigns, must be optional and clearly agreed upon in advance. Platforms cannot impose hidden or mandatory charges, and visibility for establishments should not be reduced without objective justification.
Consumer Protection and Liability
The guidelines clarify liability in cases of cancellations, delivery delays, and packaging errors. Customers will not bear the costs of delays caused by platforms or logistics providers. Restaurants will not be penalised unless delays are directly linked to their preparation or handover of orders. Platforms must also implement verification processes to prevent fraudulent refund claims and protect establishments from unfair deductions.
For temperature-sensitive items, platforms are responsible for ensuring appropriate cold chain logistics are in place. Any damage occurring during delivery arranged through platform-controlled systems will not be charged to the restaurant.
Access to Customer Data
Food establishments must be able to access customer data in a usable format even after a contract ends. The guidelines make a clear distinction between personal data, protected under Federal Decree-Law No. 45 of 2021, and non-personal customer data such as transaction trends and aggregated purchase behavior.
Circular to Operators
Circular No. 2 of 2025, issued by Mohammed Abdullah Shael AlSaadi, Chief Executive Officer of DCCPFT, formally notified general managers, owners, and operators of online food delivery platforms. It highlighted four key areas of compliance: terms of engagement with food establishments, transparency in data access, platform neutrality, and measures to prevent anti-competitive practices including exclusivity arrangements and predatory pricing.
The circular instructed platform operators to review the guidelines in detail and share them internally with relevant teams. DCCPFT has also opened communication channels for inquiries through its call center at 600555559 and via email at info@dubaidet.ae.
Industry Implications
Dubai’s online food delivery sector has grown into a vital part of its digital economy, fuelled by evolving consumer demand and the rise of cloud kitchens. While the platforms have provided convenience and new opportunities, restaurants have often raised concerns about high commissions, lack of transparency in promotional costs, and limited data access.
The new guidelines mark a significant step toward balancing innovation with accountability. Analysts expect these rules to reshape the relationship between platforms and restaurants, strengthen competition, and boost consumer confidence in the long term.
