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SD3939 • 2025

An Act relative to refunds and customer service standards for food delivery platforms

An Act relative to refunds and customer service standards for food delivery platforms

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The official status still shows this bill as active or still awaiting another formal step.

Sponsor
Michael F. Rush
Last action
2026-05-28
Official status
Referred to Joint Committee on Rules
Effective date
Not listed

Plain English Breakdown

Using official source text because the generated explanation was unavailable or could not be confirmed against the official bill text.

An Act relative to refunds and customer service standards for food delivery platforms

An Act relative to refunds and customer service standards for food delivery platforms By Mr.

What This Bill Does

  • An Act relative to refunds and customer service standards for food delivery platforms By Mr.
  • Rush, a petition (accompanied by bill) (subject to Joint Rule 12) of Michael F.
  • Rush for legislation relative to refunds and customer service standards for food delivery platforms.
  • Consumer Protection and Professional Licensure.

Limits and Unknowns

  • This entry is temporarily using official source text because the generated explanation could not be confirmed against the official bill text during the last sync.

Bill History

  1. 2026-05-28 Senate

    Referred to the committee on Rules of the two branches, acting concurrently

Official Summary Text

An Act relative to refunds and customer service standards for food delivery platforms
By Mr. Rush, a petition (accompanied by bill) (subject to Joint Rule 12) of Michael F. Rush for legislation relative to refunds and customer service standards for food delivery platforms. Consumer Protection and Professional Licensure.
Status:
Referred to Joint Committee on Rules

Current Bill Text

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Bill SD.3939

SECTION 1. Chapter 93 of the General Laws is hereby amended by inserting the following definitions:

“Food delivery platform”, a business or organization that operates a digital platform, including a website or mobile application, that facilitates the purchase and delivery of prepared food from food vendors to customers.

“Customer”, an individual who places an order for food through a food delivery platform.

“Delivery worker”, an individual who delivers food on behalf of a food delivery platform.

SECTION 2. Chapter 93 of the General Laws is hereby further amended by inserting after section 107 the following section:

Section 107A. Refunds for undelivered or incorrect food delivery orders.

(a) A food delivery platform shall provide a full refund to a customer if the customer’s food order is not delivered or is delivered incorrectly. Such refund shall include all amounts paid by the customer, including but not limited to the purchase price, taxes, fees, delivery charges, commissions, and gratuities.

(b) A food delivery platform may deny a refund only if it reasonably determines that the customer was responsible for the non-delivery or incorrect delivery, or that the refund request is fraudulent.

(c) If a customer receives only a portion of the food order, the platform may charge the customer only for the portion of the order actually delivered and shall refund the remainder, including proportional adjustments to taxes, fees, and gratuities.

(d) Refunds shall be issued to the original method of payment and shall not be limited to credits, vouchers, or promotional balances.

SECTION 3. A food delivery platform shall refund any gratuity paid in connection with an undelivered or incorrect order and shall not deduct or reclaim such refunded gratuity from a delivery worker’s compensation.

SECTION 4. A food delivery platform shall provide customers with a clear and accessible method to communicate with a live customer service representative when automated systems fail to resolve a complaint.

SECTION 5. Any violation of this act shall constitute an unfair or deceptive act or practice under chapter 93A of the General Laws.

SECTION 6. This act shall take effect January 1 following passage.

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