Daijiworld Media Network – New Delhi
New Delhi, Aug 6: The Central Consumer Protection Authority (CCPA) has imposed penalties totalling Rs 20 lakh on nine digital platforms, including IndiGo, Zepto, BookMyShow, Physics Wallah, FirstCry and SpiceJet, for allegedly using "dark patterns" to influence consumer choices through misleading online interface designs.
The details were shared by the government in a written reply in the Rajya Sabha. Minister of State for Consumer Affairs, Food and Public Distribution B L Verma said the CCPA was established under the Consumer Protection Act, 2019, to address violations of consumer rights, unfair trade practices and misleading advertisements.
The action was taken following the implementation of the Guidelines for Prevention and Regulation of Dark Patterns, 2023, which identify 13 deceptive practices in digital platforms and aim to safeguard consumers from unfair online practices.
Among the companies penalised, Zepto Marketplace received the highest fine of Rs 7 lakh. The CCPA found that the platform displayed lower prices initially but added handling charges and Zepto Pass membership fees during checkout. The regulator termed these practices as "drip pricing" and "basket sneaking". Zepto has since discontinued the practice.
Physics Wallah was fined Rs 5 lakh after the CCPA found that a Rs 10 donation to the PW Foundation was automatically selected during checkout. The regulator also raised concerns over emotionally persuasive messages encouraging users to continue with the donation and the requirement of personal information before accessing courses advertised as free. The company later removed the practices.
The CCPA also took action against IndiGo over "confirm shaming" on its mobile application. The airline changed the wording of its opt-out message from "No I will take risk" to the neutral "No, I will not add to the trip" following the regulator's intervention.
FirstCry was fined Rs 2 lakh after it was found to have displayed prices as inclusive of taxes but charged additional GST during checkout. PharmaEasy was penalised Rs 1 lakh for automatically adding its PLUS membership to customers' carts without consent.
McAfee was fined Rs 1 lakh for subscription renewal prompts without a neutral opt-out option, while SpiceJet received a Rs 1 lakh penalty for using pre-ticked consent boxes for loyalty programme enrolment and promotional messages.
BookMyShow was directed to stop automatically adding a Re 1 contribution to its BookASmile initiative through a pre-selected option, which the CCPA classified as "basket sneaking". The platform later made the contribution optional.
Coaching platform Anuj Jindal was fined Rs 3 lakh for creating false urgency through a misleading 24-hour countdown timer.
The government informed Parliament that the National Consumer Helpline received 308 complaints related to dark patterns between December 2023 and March 2026. Authorities said complaints are being taken up with concerned companies for resolution.
The Department of Consumer Affairs also continues awareness campaigns under the "Jago Grahak Jago" initiative to educate consumers about deceptive digital practices and their rights.