The Qatar Ministry of Commerce and Industry (MoCI) has introduced new guidelines aimed at regulating delivery and service activities conducted via digital platforms and applications.
The guidelines, directed at delivery companies, retail outlets, and supporting service providers, are part of MoCI’s ongoing efforts to manage the sector’s rapid growth, enhance operational efficiency, and foster a business environment rooted in transparency and fair competition.
The new framework seeks to streamline the relationship between digital platforms, service providers, and consumers, fostering an environment of trust, sustainability, and consumer protection. It also supports the growth of small and medium-sized enterprises (SMEs) within Qatar’s expanding delivery market.
Providers, such as restaurants, can maintain different price lists for digital platforms and in-store services.
Pricing remains the exclusive right of the provider, with approval from MoCI required for any price lists.
Delivery platforms are prohibited from altering prices, imposing discounts, or unifying prices without explicit consent from the providers.
Fair Pricing and Transparency:
Platforms are permitted to set delivery costs but must ensure that such pricing is fair and in the public interest.
Full and transparent disclosure of all fees and commissions in contracts between platforms and service providers is mandated, with a prohibition on hidden or undisclosed charges.
Clear Cancellation and Refund Policies:
Cancellation and refund policies are regulated, with clear assignment of responsibility for charges based on fault.
Consumers will bear no costs before an order is prepared, and only actual costs will apply after preparation.
Paid Advertising Transparency:
Platforms must disclose when rankings of providers are influenced by paid promotions.
Disclosure of ranking criteria, including factors like geographical distance, ratings, delivery time, and accuracy, is required.
The guidelines prohibit discriminatory practices or arbitrary restrictions on the visibility of providers.
Handling of Unreceived Cash Orders:
Platforms must implement prior order confirmation mechanisms and define responsibilities for unreceived orders.
Liability for unreceived cash orders will be distributed between the provider and the platform based on the cause.
Regulation of Promotional Offers:
Promotional discounts must be licensed by MoCI and must be genuine and not misleading.
Clear price displays before and after discounts, along with adherence to specified discount durations, are required.
Obligations of Providers and Delivery Personnel:
Providers must adhere to announced prices and disclose preparation times.
Delivery personnel must comply with timelines, maintain order safety, demonstrate proper conduct, and refrain from imposing additional charges on consumers.
Qatar MoCI’s Role in Oversight
The Ministry of Commerce and Industry will continue to supervise and regulate the sector, ensuring adherence to these guidelines. MoCI has pledged to take appropriate action against violators and is urging all stakeholders to comply with the new rules, which aim to ensure a fair and transparent business environment for the delivery sector in Qatar.
