Moci Unveils Guidelines For Delivery Services, Digital Platforms In Qatar

Doha, Qatar: The Ministry of Commerce and Industry (MoCI) has launched new guidelines for delivery services and digital platforms in the country, as part of its ongoing efforts to regulate the sector and strengthen consumer protection.

The comprehensive guide outlines the rights, responsibilities, and rules governing the relationship between digital platforms, service providers, and consumers.

According to the Ministry, the guidelines apply to delivery companies, sales outlets, service providers, and consumers alike. It emphasised that all delivery service providers and digital platforms must comply with these regulations, warning that violations will result in legal action in accordance with applicable laws.

For sales outlets and service providers

With regard to pricing freedom, the following must be practiced:
- 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

With regard to transparency in fees and commissions, the following must be practiced:
- All fees and commissions must be clearly and fully disclosed in contracts
- Hidden or undisclosed charges are strictly prohibited

With regard to offers and discounts, the following must be practiced:
- 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

With regard to delivery pricing rules, platforms may set delivery service fees, provided pricing is fair and considers consumer interest.

With regard to the responsibilities of delivery personnel, the following must be adhered to:
- Adhere to delivery timelines
- Ensure order safety
- Maintain professional conduct
- Do not charge any additional fees to consumers

With regard to the responsibilities of service providers, the following must be adhered to:
- Comply with declared prices
- Do not add charges upon delivery
- Clearly communicate preparation time
- Ensure product quality and safety

With regard to advertising and platform transparency, the following must be adhered to:
- Paid advertisements must be clearly identified
- Platforms must disclose the general criteria behind algorithms and content ranking to prevent misleading users

For Consumers

With regard to unreceived cash orders, the following must be practiced:
- 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

With regard to cancellation and refund policies, the following must be practiced:
- 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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