How Apps Like Zepto Are Misleading Customers in the Name of Free Delivery
In today’s fast-paced world, apps like Zepto have become an essential part of our lives, promising ultra-fast delivery and irresistible deals. But if you take a closer look at your bill, you might realize that the so-called savings aren’t exactly what they appear to be.
Take a look at the attached images, which show a typical billing summary from Zepto. At first glance, the total amount payable is ₹989, down from ₹1337.02 — seemingly a great deal with a declared saving of ₹348.58. Even better, it shows “Free Delivery Applied!”, which convinces most users that they’ve avoided the usual delivery and surge charges.
However, when you tap on the small information icon (
) next to “Item Total & GST”, the actual breakdown tells a very different story.
The Hidden Costs
Here’s what the detailed bill reveals:
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Item Cost: ₹924.43
-
Item Handling Cost: ₹59.99
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GST on Handling: ₹4.02
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Total: ₹988.44
Now let’s unpack this.
Most customers assume GST is being applied on the total item value, but the reality is that the actual GST is just ₹4.02 — a negligible amount. The real addition is the “Item Handling Cost” of nearly ₹60–₹70, quietly slipped into the bill.
This charge is not mentioned upfront, and unless you open the fine details manually, you’d never realize it’s even there.
The Illusion of “Free Delivery”
Here’s where it gets clever — and misleading.
The app shows that delivery fees and surge charges are ₹0, and highlights “Free Delivery Applied!” But at the same time, they’ve inserted a “Handling Cost”, which basically replaces the delivery charge — just under a different label.
This isn’t just a play on words. It’s a way to make the customer feel like they’ve saved money when they haven’t.
The Disclaimer Trap
Even if a customer does get curious and opens the () icon, the top line reads:
“Zepto has no role to play in the taxes and charges being levied by the government.”
Sounds official, right? But here’s the truth:
The handling charge has nothing to do with government taxes.
In fact, this cost is determined entirely by the vendor, and goes straight to them — not the government. So while Zepto distances itself with that disclaimer, the app still lets vendors push an extra charge under the guise of system-imposed fees.
It’s a clever way to shift blame and confuse the customer.
Why This Matters
This is a wake-up call for digital consumers who blindly trust what’s on the screen. It’s a classic example of how companies use:
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Fine print
-
Vague wording
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Misleading labels
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Hidden cost structures
…to make customers believe they are saving, when in fact, they’re being nudged to pay more under different names.
What You Can Do
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Tap the (
) icon next to GST and totals — always check the breakdown. -
Be aware of what “Item Total & GST” actually includes.
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Compare pricing and charges across platforms.
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Call it out — Leave reviews, share posts, and tag the company if you feel misled.
Final Thought: “Jago Grahak Jago”
That old slogan wasn’t just made for government ads. In the digital era, it’s more relevant than ever.
Apps may not be technically lying, but by burying real costs under hidden labels and disclaimers, they’re misleading millions of unaware users daily.
So next time you see “Free Delivery” — don’t celebrate too soon.
Look closely. Think twice. And always ask: Is it really free, or just another trick?
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ब्रेकिंग न्यूज और लाइव न्यूज अपडेट के लिए हमें फेसबुक पर लाइक करें या ट्विटर पर फॉलो करें। Pavitra India पर विस्तार से पढ़ें मनोरंजन की और अन्य ताजा-तरीन खबरें
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