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The Central Consumer Protection Authority (CCPA) has imposed a penalty of ₹10 lakh on ANI Technologies Private Limited, which operates ride-hailing platform Ola, for misleading passengers into making additional payments while waiting for their rides to be confirmed.
The consumer regulator found that Ola’s pre-ride tipping feature suggested that paying extra could improve the chances of securing a driver, even though the company’s own booking data did not support the claim.
The order, passed by CCPA Chief Commissioner Nidhi Khare and Commissioner Anupam Mishra, directed Ola to immediately discontinue all payment prompts that seek amounts beyond the upfront fare before a journey is completed.
The authority held that the practice amounted to misleading advertising, an unfair trade practice and a dark pattern under consumer protection regulations.
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Ola’s Own Booking Data Contradicted Payment Prompts
The investigation examined Ola’s practice of displaying additional payment options while passengers were waiting for drivers to accept their bookings.
The application displayed messages suggesting that adding a tip could increase the chances of getting a ride faster. Another prompt encouraged passengers to improve their chances of quicker ride confirmation.
Ola subsequently renamed the payment option from a tip to an add-on, but the regulator found that the underlying practice remained unchanged.
The CCPA examined booking data from June 1 to June 15, 2026, and found that ride requests carrying additional payments had lower acceptance rates than those without add-ons.
The finding contradicted the impression created by the application’s messages.
Ola maintained that the additional payment did not influence ride allocation. However, the authority found this explanation inconsistent with the application’s suggestion that paying more could help passengers secure rides sooner.
The regulator also noted that consumers were not informed about the lower acceptance rates associated with add-on payments or how the suggested amounts were calculated.
It held that withholding such information amounted to concealment of material facts under Section 2(28)(iv) of the Consumer Protection Act, 2019.
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The CCPA found that Ola’s suggested additional payments had increased from ₹10–₹40 in May 2025 to as much as ₹140. The application also permitted users to enter amounts of up to ₹499.
These payments were sought after passengers had already booked rides at an upfront fare, which accounted for factors such as peak pricing and the driver’s distance from the pickup location.
The authority observed that seeking further payments based on the same supply conditions effectively imposed an additional premium.
It also questioned the practice of requesting tips before a service was delivered, noting that tipping is ordinarily voluntary and takes place after the completion of a service.
The CCPA classified the payment prompts as a form of ‘confirm shaming’ under the Guidelines for Prevention and Regulation of Dark Patterns, 2023.
According to the regulator, the interface created an impression that passengers who declined to pay extra could face delays or fail to secure a ride.
Pre-set payment amounts and messages such as “Generous Add On!” further encouraged customers to make additional payments. The regulator also noted that the prompt did not provide an option to close it.
The authority expressed particular concern about passengers booking rides from hospitals, railway stations, interstate bus terminals and airports, where people may face greater pressure to secure transport quickly.
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The CCPA directed Ola to immediately stop displaying prompts, messages, pre-set amounts or other interface features seeking payments beyond the upfront fare before the completion of a journey.
The direction applies regardless of whether such payments are described as tips, add-ons, additional fares or any other term.
Ola has also been instructed to comply with the Consumer Protection Act, 2019, the Dark Patterns Guidelines, 2023, and the Guidelines for Prevention of Misleading Advertisements and Endorsements for Misleading Advertisements, 2022.
The regulator found that the practice also violated Clause 14.15 of the Motor Vehicles Aggregators Guidelines, 2025, which permits tipping only after a journey has been completed.
The authority noted that Ola continued displaying the prompts despite an August 11, 2026, clarification from the Ministry of Road Transport and Highways prohibiting pre-ride tipping requests.
The action against Ola forms part of wider regulatory scrutiny of similar practices among ride-hailing platforms.
The CCPA has previously imposed a ₹10 lakh penalty on Rapido for comparable payment prompts, while proceedings involving Uber and Namma Yatri remain under investigation.
Consumers encountering misleading payment practices can register complaints through the National Consumer Helpline at 1915 or contact the authority at com-ccpa@gov.in.
About the author — Suvedita Nath is a science student with a growing interest in cybercrime and digital safety. She writes on online activity, cyber threats, and technology-driven risks. Her work focuses on clarity, accuracy, and public awareness.
