Food delivery platforms: customer service.

Assembly Member Bauer-Kahan's food delivery platform legislation mandates direct customer service access and standardizes refund protocols across California's meal delivery services. The measure requires platforms to provide customers with a clear path to speak with a human representative when automated systems cannot resolve their concerns.

The bill establishes specific refund requirements for delivery issues. Platforms must provide full refunds, including all fees and gratuities, when orders are undelivered or incorrect. For partial deliveries, charges must be prorated to reflect only the items received, with corresponding adjustments to taxes, fees, and commissions. Customers retain the ability to modify pre-delivery gratuities and request refunds through their original payment method.

These provisions supplement existing regulations on food delivery platforms, which already prohibit charging prices higher than those posted by restaurants and require platforms to transmit all gratuities to delivery drivers or restaurants. The current framework also mandates transparent disclosure of fees, commissions, and delivery status updates to both customers and food facilities.