Millions to get compensation from takeaway apps over hidden fees

Thuisbezorgd and Uber Eats faced a complaint for hiding extra charges and promoting misleading discounts. They showed small-order fees and other surcharges only near the end of checkout, making prices appear lower initially. This mattered because customers could not easily compare the true cost before ordering.

Consumentenbond said Thuisbezorgd’s hidden charges often added €2 to €4 per order. One example involved Indian snacks priced at €3.75, later displayed as reduced from €7.50 to €6. The advertised “saving” was misleading because the earlier €7.50 price did not reflect the actual original price.

Following constructive talks, both companies changed their practices, stopping hidden fees and fake discounts. Uber Eats had already changed its charges in June, while Thuisbezorgd faced its complaint in July. Millions of customers will receive vouchers worth €5 to €30, showing the issue affected many orders.

A hidden fee is an extra charge revealed late in checkout, rather than when customers first choose food. It makes the advertised price appear lower than the order’s real cost.

Thuisbezorgd added small-order fees and other surcharges, often costing €2 to €4. Customers saw these charges only at the end, after deciding what to buy. The apps also showed misleading discounts, such as snacks reduced from €7.50 to €6 despite costing €3.75 originally.

After a Consumentenbond complaint, both apps must stop hiding fees and advertising fake discounts. Uber Eats had already changed its charges in June. Millions of customers are expected to receive compensation vouchers worth €5 to €30, while future orders should show costs more clearly.

The hidden fees could add about €2 to €4 to a typical takeaway order. Each affected customer could receive a compensation voucher worth €5 to €30. This matters because apps showed these charges only at checkout, making the real price harder to compare.

The Consumentenbond accused Thuisbezorgd of concealing these charges in July. It also challenged discounts that did not reflect genuine price cuts. For example, Indian snacks priced at €3.75 appeared to fall from €7.50 to €6, even though €7.50 was misleading.

After talks with the watchdog, Thuisbezorgd and Uber Eats agreed to stop hiding fees and advertising fake discounts. Uber Eats had already changed its charges in June. Millions of customers are set to receive vouchers, offering compensation larger than the hidden fee in some cases.

Consumentenbond is the Netherlands’ consumer watchdog, representing shoppers and challenging unfair business practices. It matters because organized consumer pressure can make large companies change, even when individual customers lack the time or resources to act alone.

In this case, it challenged Thuisbezorgd and Uber Eats over hidden small-order fees and misleading discounts. The companies stopped hiding surcharges, changed their discount advertising, and will provide vouchers worth €5 to €30 to millions of customers. This shows its practical power: complaints and negotiations can produce remedies without every customer suing separately.

The watchdog does not automatically control companies or set penalties, based on this article. Its influence comes from investigating problems, presenting evidence, and creating public pressure. Both apps said changes followed constructive talks, while Uber Eats had already adjusted charges in June. Customers should still check final prices and voucher eligibility.

Customers will see all fees before ordering, rather than discovering them at checkout. Clear pricing makes comparisons easier and prevents unexpected charges. Honest discounts will also show genuine savings.

The Consumentenbond said Thuisbezorgd often added €2 to €4 in small-order fees at the end. In one example, Indian snacks priced at €3.75 appeared reduced from €7.50 to €6. Customers can therefore judge the real price before paying.

Both apps must stop hiding fees and advertising misleading discounts after talks with the watchdog. Uber Eats had already adjusted its charges in June. Millions of customers will receive vouchers worth €5 to €30, while future orders should offer clearer prices from the start.

A discount is meaningful only when the earlier price was a real price charged before the reduction. If that price was invented or rarely used, the claimed saving makes an ordinary price look like a bargain. This can push people to buy by creating a false sense of urgency or value.

In the article, Indian snacks cost €3.75, but were shown as reduced from €7.50 to €6. The €7.50 comparison suggests customers save €1.50, although the snacks were not genuinely sold at that higher price. The higher figure therefore changes shoppers’ expectations, not the product’s actual value.

Consumentenbond challenged Thuisbezorgd and Uber Eats over such discounts and hidden charges. Both agreed to stop the practices, and customers may receive vouchers worth €5 to €30. The case shows why shoppers should check the final price and compare alternatives, rather than trusting a crossed-out price alone.

Consumer-protection rules generally require marketplaces to show the real total price clearly before purchase. The displayed amount should include mandatory charges, while optional costs must be explained before checkout. They also prohibit claims creating a false impression, including discounts based on inflated or misleading former prices. This lets shoppers compare offers and decide without surprise charges.

In this case, Consumentenbond challenged Thuisbezorgd and Uber Eats over hidden small-order fees and surcharges. Thuisbezorgd charges often added €2 to €4, while one snack offer showed €3.75 as reduced from €7.50 to €6. Rules work by requiring unavoidable fees early and honest reference prices, so consumers understand their actual savings.

Both companies agreed changes after talks with Consumentenbond. Uber Eats had already adjusted its charges in June. Millions of customers will receive vouchers worth €5 to €30 in compensation. Going forward, shoppers should check the total before paying and question discounts that seem unusually large.