Dubai Sets New Rules for Food Delivery Apps Ensuring Fairness

Food delivery in Dubai has become part of everyday life. Millions of orders are placed each month through popular apps. Platforms such as Talabat, Deliveroo, Careem, and Zomato have changed how people eat, offering quick and easy access to restaurants.

But as the industry grows, questions about pricing, fees, and consumer rights have increased. Many customers complain about hidden charges. Restaurants often face high commission fees and unfair contract terms. Delivery riders sometimes get caught between disputes.

To solve these issues, the Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT) has introduced new rules. These guidelines are part of Circular No. 2 of 2025 and based on Dubai Law No. 5 of 2023. The aim is simple: to create fairness, trust, and balance between platforms, restaurants, and consumers.

Why New Food Delivery Rules Were Needed

Online food delivery has grown faster than most other services in Dubai. With just a few taps, anyone can get meals delivered at any time of the day. This convenience has made the sector a big part of the city’s lifestyle.

However, rapid growth also brings problems. Restaurants have long raised concerns about high commissions and unclear contracts. Small operators often feel forced into unfair agreements just to stay visible on apps. Customers worry about extra charges, confusing promotions, or delayed deliveries.

The DCCPFT identified these issues and decided it was time to act. The new rules protect all parties and ensure the system works fairly for everyone.

Main Goals of the New Rules

The guidelines are designed to achieve several clear goals:

• Create fair trade practices between food delivery platforms and restaurants.
• Increase transparency in contracts, commissions, and terms.
• Protect consumer rights and improve trust in platforms.
• Prevent anti-competitive practices like exclusivity deals and unfair pricing.
• Encourage responsible operations that support long-term growth.

Key Rules for Restaurants and Platforms

The framework introduces detailed rules covering contracts, data, commissions, cancellations, and pricing. These are explained below.

1. Fair Contracts

• Platforms must provide clear contracts and terms.
• Changes to terms need a 30-day notice period.
• Restaurants can cancel contracts if they disagree with new conditions.

This ensures restaurants have more control and freedom when working with platforms.

2. Access to Data

Data is an important part of online business. Under the new rules:

• Restaurants must get fair access to non-personal customer data, like sales reports.
• Platforms must explain how restaurants are ranked and promoted on apps.

This helps small restaurants compete fairly with bigger chains.

3. Commissions and Fees

• Platforms must give itemized monthly statements showing sales, refunds, and commissions.
• Extra fees for ads or promotions must be optional and explained clearly.

This makes sure restaurants know exactly what they are paying for.

4. Neutral Platform Operations

• Platforms cannot give unfair priority to their own services or partner outlets.
• Visibility and promotions must be fair and equal for all restaurants.

This prevents apps from favoring selected restaurants and ensures fair competition.

5. Order Cancellations and Delivery Problems

• Platforms must clearly state who is responsible for cancellations, late deliveries, or packaging errors.
• Restaurants are not responsible for failures outside their control, like app errors or third-party delivery delays.

This rule protects restaurants from unfair blame.

6. Subscription and Pricing Models

Many apps offer subscription programs for free or cheaper delivery. The new rules state:

• Platforms cannot pass the cost of these programs onto restaurants unfairly.
• Hidden charges and retroactive fees are banned.

This protects restaurants from being forced to cover extra costs for customer promotions.

7.Banning Anti-Competitive Practices

The framework blocks unfair practices such as:

• Forcing restaurants to sign exclusivity agreements.
• Using market power to pressure smaller outlets.
• Setting arbitrary pricing models that harm competition.

These measures keep the market open and fair for all players.

How Consumers Benefit

Customers are at the center of these rules. For them, the benefits are clear:

• Transparent pricing before placing orders.
• Clear policies for refunds and cancellations.
• Honest communication about delivery times.

This improves trust and ensures that food delivery apps remain reliable and customer-friendly.

Support for Small Restaurants

The new framework is especially important for small and family-run restaurants. Many of them struggled with unfair commissions and hidden costs. Now, they will have:

• Better access to data to grow their businesses.
• Equal chances of being promoted on apps.
• The freedom to reject unfair terms.

This helps protect Dubai’s diverse food culture and encourages entrepreneurship.

Indirect Benefits for Delivery Riders

The rules also help delivery drivers in indirect ways. By creating clear responsibilities between restaurants and platforms, disputes are reduced. Riders will face fewer issues with canceled orders or delayed payments caused by system failures.

This improves working conditions for the people who keep the system running.

Building a Fair and Sustainable System

The aim of these rules is not only to solve current problems but also to create a long-term, sustainable system. Dubai wants food delivery to grow in a way that benefits everyone—consumers, restaurants, riders, and platforms.

Mohammed Abdullah Shael AlSaadi, CEO of the DCCPFT, explained that the rules will “curb anti-competitive conduct and promote transparency, fairness, and responsible platform operations across the emirate.”

This shows Dubai’s wider vision: to build trust in the digital economy and protect both businesses and consumers.

What These Rules Mean for Dubai’s Future

Dubai is known for innovation and smart regulation. These food delivery rules prove once again that the city is leading in digital governance.

For consumers, it means confidence when using apps. For restaurants, it means fairer deals and stronger protection. For platforms, it ensures growth based on responsibility rather than dominance.

By setting these global standards, Dubai is shaping the future of the food delivery industry.

Final Thoughts

The food delivery market in Dubai has grown faster than most expected. But fast growth also brought challenges. These new rules ensure fairness, trust, and responsibility in the industry.

For restaurants, it reduces pressure from high commissions. For consumers, it promises clarity and protection. For platforms, it sets clear boundaries for fair competition. And for riders, it creates a safer work environment.

Dubai is showing the world how to balance innovation with responsibility. The city’s approach could inspire other countries facing similar challenges in the food delivery industry.