Secretly adding extra charges to customer bills! Fines imposed on 9 companies, including Zepto and BookMyShow
When booking flights, movie tickets, or shopping online, the price initially displayed often increases by the time one reaches the payment page. Sometimes handling charges are added, a membership is automatically included in the cart, or a donation is pre-selected. The government has now initiated action against such deceptive online tactics, known as “Dark Patterns.” The Central Consumer Protection Authority (CCPA) has imposed fines on a total of nine digital platforms—including Zepto, BookMyShow, IndiGo, and Physics Wallah—for such practices. The government disclosed this information in the Rajya Sabha.
Why was action taken against Zepto?
According to the government, Zepto would initially show customers one price but later add handling charges and membership fees. The CCPA classified this as “drip pricing”—a pricing strategy where the full cost is not disclosed upfront. Additionally, the practice of automatically adding a membership to the cart was categorized as “basket sneaking.” A fine of ₹7 lakh was imposed on the company in this matter. The government stated that Zepto subsequently discontinued this practice.
What were the allegations against BookMyShow and Physics Wallah?
BookMyShow faced allegations that a ₹1 donation to “BookASmile” was pre-selected during ticket booking; if a user wished to remove it, they had to manually uncheck the option. The CCPA deemed this an instance of basket sneaking.
Meanwhile, Physics Wallah was accused of pre-selecting a ₹10 donation to the “PW Foundation” and using emotional messaging to discourage users from removing it. Furthermore, the regulator found that users were asked for excessive personal information before accessing certain free courses. A fine of ₹5 lakh was imposed on the company in this case. According to the government, the company has paid the fine and discontinued the practice in question. Action Taken Against IndiGo and Other Companies
The CCPA accused the airline IndiGo of using a technique known as “Confirm Shaming” (via NDTV). On the company’s app, users who opted out of extra travel protection were presented with an option reading, “No, I will take risk.” Following intervention by the regulator, this was changed to, “No, I will not add to the trip.”
Additionally, fines ranging from ₹1 lakh to ₹3 lakh were imposed on FirstCry, PharmEasy, McAfee, SpiceJet, and Anuj Jindal for employing various types of “dark patterns.” These practices included hidden charges, misleading countdown timers, forced subscriptions, and deceptive renewal prompts.
What Are Dark Patterns?
Dark patterns are website or app designs intended to influence users into taking actions they might not otherwise choose. In 2023, the Government of India issued guidelines to prevent and regulate dark patterns. These guidelines cover a total of 13 types of dark patterns, including Drip Pricing, Basket Sneaking, Confirm Shaming, Subscription Traps, False Urgency, and Trick Questions.
According to the government, fines totaling approximately ₹20 lakh have been collected from companies in cases related to dark patterns since these rules came into effect. The objective of this action is to ensure a more transparent and fair experience for customers on online platforms.
