New Delhi, 13 November 2026: The Central Consumer Protection Authority (CCPA) has fined ANI TECHNOLOGIES PVT LTD, which operates ride-hailing platform Ola, a fine of Rs 1 for demanding additional payment from customers before the completion of the journey through its pre-ride 'tip'/'add-on' feature. A fine of Rs 10 lakh has been imposed. The authority has directed Ola to stop this practice with immediate effect, holding that it is misleading customers, creating unfair trade practices and using dark patterns.
This order was passed by CCPA headed by Chief Commissioner Smt. Nidhi Khare and Commissioner Anupam Mishra. The decision was made after investigating a feature that encouraged customers to pay extra when the app was searching for drivers, suggesting it might increase their chances of getting a ride faster. Although Ola later renamed 'Tip' as 'Add-on', the basic concept remained the same.
-
Additional payment prompts created a misleading impression of faster ride confirmation
CCPA tested different versions of the Ola app interface and found that “Adding a tip can help increase your chances of getting a quick ride”, “Tip now to increase your chances of getting the first ride” and “Improve your chances of a quick ride confirmation!” Messages like this suggested that paying extra money would help customers get a ride faster.
The authority observed that these messages appeared when the app was searching for drivers, just above the pre-determined payment amounts. This gave the impression that additional payment could speed up the booking process. The use of words like 'might' and 'chance' have not changed the overall impression on customers. Ola's own booking data for 1–15 June 2026 did not support this claim. Ride requests with add-ons were accepted less often than requests without add-ons:
Authorities also noted that Ola's stance was contradictory. While the company said the add-on does not affect ride allocation, its app suggested paying extra could improve the chances of getting an early ride. Additionally, customers were not informed that, according to the platform's own data, 'add-on' requests had a low acceptance rate; Also, he was not informed about the basis on which the amount of proposed payment was decided. CCPA held that concealment of such details amounts to concealment of material information under Section 2(28)(iv) of the Consumer Protection Act, 2019.
-
CCPA declares advance tipping an unfair trade practice
The Authority observed that a tip is generally a voluntary payment made after a service has been provided. Asking for it in advance of travel effectively converts a voluntary bonus into a pre-service payment. Simply changing the name of the feature from 'Tip' to 'Add-on' does not change the nature of the practice.
The CCPA further noted that customers were asked to make additional payments after they had already booked a ride at an upfront fare, which included peak pricing and the driver's distance to the pick-up point. Asking for a second payment due to same supply limitations is equivalent to charging additional premium. The said amount was generated by the platform on an undisclosed basis. This amount will be Rs. in 2025. 10-Rs. Increase from Rs 40 to Rs. 140, while the interface was Rs. Used to allow payment up to Rs 499.
-
Customers could not independently verify the need for additional payments
Customers were not able to independently verify the need for additional payments, as information regarding driver availability was controlled by the platform. Concerns about unfair contracts were also raised by making additional payment appear necessary for timely acceptance of an already booked ride. This practice was also found to be contrary to Section 14.15 of the Motor Vehicles Aggregators Guidelines, 2025, which provides for tipping feature only after completion of the journey.
The authority had noted that the Ministry of Road Transport and Highways had clarified on August 11, 2026 that such prompts cannot be displayed before the ride is completed, yet Ola continued to display the prompts. Under Section 2(47) of the Consumer Protection Act, 2019, unfair trade practices include the use of unfair or deceptive practices and false or misleading representations regarding the benefits or usefulness of a service. The CCPA has held that Ola's additional payment prompts fall under this provision.
-
'Confirm shaming' used in interface design to encourage additional payments
This feature was also investigated under the CCPA Guidelines for Prevention and Regulation of Dark Patterns, 2023. Customers would see these prompts while they waited for the driver to accept their booking. By suggesting that paying extra would improve the chances of getting a ride, the interface implied that customers who did not pay might face delays or may not get a ride at all. The authority held that this had created a feeling of fear and amounted to 'confirmed shaming' as specified under clause 3 of Appendix 1 of the Guidelines.
The Authority further observed that, the pre-determined payment amount displayed below the prompt attracted customers to higher figures. “Generous Add On!” The messages further encouraged customers to make additional payments. There was no option provided in the interface to close the prompt. The prompt appeared after a ride was already booked, while customers were waiting for confirmation and had limited information about driver availability or the potential impact of paying extra. The authority also noted that Olaana booking data reflected such requests from hospitals, railway stations, inter-state bus terminals and airports. Consumers such as patients, elderly people, passengers traveling with luggage, and people traveling alone or at night are particularly vulnerable to such prompts.
-
Ola has been asked to stop all pre-ride payment prompts and charge Rs. directed to pay a fine of Rs 10 lakh
The CCPA has given Ola the following guidelines:
All prompts, messages, pre-determined amounts, and interface design requiring any payment over and above the upfront fare before completion of the journey—whether described as a tip, add-on, additional fare, or anything else—immediately ceases.
Consumer Protection Act, 2019; Guidelines for Prevention and Regulation of Dark Patterns, 2023; And to ensure strict compliance with the Guidelines for Prevention of Misleading Advertisements and Endorsements for Misleading Advertisements, 2022.
Rs. Pay a fine of Rs 10 lakh. CCPA has also taken suo motu action against other cab aggregator platforms regarding the same practice. It had earlier passed orders against Rapido (Ropan Transportation Services Pvt. Ltd.) and fine of Rs. A fine of Rs 10 lakh was imposed. The action against Uber and Namma passengers is currently under investigation.