The Dutch consumer organization Consumentenbond is demanding that food delivery giant Just Eat Takeaway, operating in the Netherlands as Thuisbezorgd, stop charging hidden fees and compensate affected customers.
An investigation conducted by the group since February monitored ordering processes and pricing models across major delivery apps.
Researchers found that users frequently encounter unexpected extra charges ranging from two to four euros right before placing an order.
These additional costs include mandatory service fees, plastic packaging surcharges, bag fees, and extra costs for sauces that are not clearly shown early in the process.
Misleading discounts and hidden charges
The watchdog also highlighted issues with promotional pricing on the platform.
In one instance, researchers tracked an order of Indian appetizers originally listed for €3.75 that later appeared as a discount offer marked down from €7.50 to €6.00.
Under Dutch consumer law, businesses offering discounts must reference the lowest price charged in the previous 30 days rather than inflated original figures.
Because millions of people use the platform daily, the consumer organization estimates the total amount in unexpected fees over recent years runs into hundreds of millions of euros.
Discussions over consumer compensation
The Consumentenbond stated it has been talking with the company since March to reach an agreement on fair compensation for users.
A similar review into rival platform Uber Eats also revealed mandatory extra fees, though that company adjusted its checkout pricing structure in June and did not display fake discounts.
In a written statement, Thuisbezorgd rejected the findings, saying transparency remains a high priority for its platform.
The delivery company added that it continuously evaluates how it works with restaurant partners while complying with changing regulations.
