AB 578: Food delivery platforms: customer service.

The bill aims to regulate the business practices of food delivery platforms. A food delivery platform is defined as an online intermediary between consumers and multiple food facilities that submit orders and arrange for delivery. To ensure transparency, platforms must prominently disclose a clear and itemized cost breakdown of each transaction to customers and food facilities. This includes the purchase price, fees, and tips. Additionally, platforms must provide a clear and conspicuous customer service feature, allowing customers to contact a natural person, and use automated systems to address concerns when possible. If an order is not delivered or the wrong order is delivered, the platform must provide a full refund to the customer, unless the customer was responsible or the refund request is fraudulent. The refund must include the amount of the original gratuity, and if not feasible…