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Zepto, BookMyShow Among 9 Platforms Penalised For ‘Dark Patterns’ (Img: X)
New Delhi: The government has taken action against nine major digital platforms, including Zepto, BookMyShow, IndiGo, FirstCry and Physics Wallah, for allegedly using “dark patterns” deceptive online designs that influence or manipulate consumer decisions.
The Central Consumer Protection Authority (CCPA) penalised these companies as part of its efforts to prevent unfair digital trade practices and protect online consumers.
Dark patterns refer to misleading user interface techniques that push consumers towards choices they may not have made otherwise. The Prevention and Regulation of Dark Patterns Guidelines, 2023 identify 13 such practices, including false urgency, basket sneaking, drip pricing, subscription traps, confirm shaming and misleading prompts.
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The consumer regulator has been monitoring digital platforms to ensure greater transparency in online transactions.
Quick-commerce platform Zepto Marketplace was fined ₹7 lakh after the CCPA found issues related to additional charges during purchases. According to the regulator, products were initially shown at lower prices, but extra handling charges were added later. The CCPA classified this as drip pricing.
The platform was also accused of automatically adding a membership option, which the regulator termed basket sneaking. Zepto has since removed the practices flagged by the authority.
Movie ticket booking platform BookMyShow faced action over a pre-ticked ₹1 donation option for its charitable initiative BookASmile. The CCPA directed the company to remove the automatically selected contribution, calling it a case of basket sneaking, where users are made to pay for additional services or products without actively choosing them.
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Education platform Physics Wallah was fined ₹5 lakh after the regulator found that a ₹10 donation to its PW Foundation was automatically selected during transactions.
The CCPA also raised concerns over emotionally persuasive messages encouraging users to keep the donation option active. Airline IndiGo was questioned over a “confirm shaming” practice in its mobile application. Following intervention from the regulator, the airline changed its earlier opt-out message to a more neutral wording.
Apart from Zepto, BookMyShow, Physics Wallah and IndiGo, the CCPA also imposed penalties on:
The government informed Rajya Sabha that the regulator has collected around ₹20 lakh in penalties from companies found violating dark pattern guidelines.
