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From students in hostels to working professionals and families across the city, users of popular delivery apps have begun to question what they describe as “hidden charges,” inflated prices, and inconsistent billing practices. As the city embraces digital services at an unprecedented pace, concerns about transparency and fairness in pricing are coming into sharper focus.

Over the past few months, social media platforms and local consumer forums have been flooded with posts from Guwahati residents sharing screenshots of bills that appear significantly higher than expected. Many users point to multiple layers of charges: delivery fees, platform fees, surge pricing, packaging costs, and taxes that collectively inflate the final amount.

“I ordered a meal that was listed at ₹220, but by the time I checked out, the total was ₹340,” said Bibek Agarwal, a college student in Chhatribari. “There was a delivery fee, a ‘platform fee,’ and even a packaging charge. It just didn’t feel justified.”

Similar experiences have been echoed across neighbourhoods such as Dispur, Maligaon, and Six Mile. In several cases, customers claim that menu prices on apps are higher than those at the physical restaurant, raising questions about markups imposed either by the platform or vendors.

Restaurant owners, however, suggest that the issue is more complex. Many establishments partner with delivery platforms to expand their reach, especially in a competitive market like Guwahati. But these partnerships often come at a cost.

“Delivery apps charge us commissions that can go up to 25–30 per cent per order,” said the owner of a popular eatery in Kumarpara, requesting anonymity. “To stay profitable, some restaurants increase their menu prices on these platforms. Otherwise, we simply can’t sustain.”

This markup, while understandable from a business perspective, adds another layer to the pricing puzzle faced by customers. Industry insiders note that while platforms provide visibility and logistics support, the lack of standardised pricing guidelines leaves room for variation, and confusion.

Another major concern raised by users is the concept of dynamic pricing, where delivery fees fluctuate based on demand, distance, weather conditions, and time of day. While this model is not new, its implementation in Guwahati has left many customers frustrated.

“During rain or peak hours, the delivery fee suddenly doubles or even triples,” said Rakesh Sharma, a private sector employee living in Chandmari. “Sometimes the fee is higher than the cost of the food itself.”

Experts say dynamic pricing is a common strategy used globally to manage demand and incentivise delivery personnel. However, they also emphasise the need for greater transparency.

“Users should be clearly informed about why a particular charge is being applied,” said a local consumer rights advocate. “Without that clarity, it feels arbitrary and unfair.”

Despite the growing number of complaints, there appears to be limited regulatory oversight specifically addressing pricing practices of delivery platforms at the city level. While national consumer protection laws mandate transparency and prohibit misleading practices, enforcement in the digital marketplace remains a challenge.

“Many users don’t just read the instructions or clauses in the apps. They may have minimum order value, delivery fee, packaging charge, platform fee and so on. Also at times, the amounts involved are relatively small,” said advocate Marami Pathak. “But collectively, these charges can add up to significant sums. One must read the clauses carefully and if they are charged extra they must approach the consumer forum with valid proofs.”

She added that there is also a need for clearer guidelines on pricing disclosures, including a breakdown of all charges before the final checkout stage. “Transparency is key. Users should know exactly what they are paying for.”

Amid the debate over pricing, delivery workers, often the backbone of these platforms highlight their own set of challenges. Many say that while customers pay high delivery fees, only a portion of that amount reaches them.

“We don’t get the full delivery charge that customers see,” said a delivery partner working with multiple apps in the city. “Our earnings depend on distance, time, and incentives, which are not always consistent.”

Workers also face pressure to complete deliveries quickly, sometimes under difficult weather and traffic conditions. Some have expressed concern that customer frustration over high fees occasionally translates into lower tips or negative ratings, affecting their income.

Consumer groups in Guwahati are now calling for increased accountability from both delivery platforms and partner restaurants. Suggestions include standardised pricing policies, caps on certain fees, and clearer communication with users.

“There needs to be a balance between business sustainability and consumer fairness,” said a consumer from Athgaon. “Right now, the system feels skewed.”
Some users have begun exploring alternatives, such as ordering directly from restaurants or using smaller, local delivery services that claim to offer more transparent pricing. However, these options often lack the scale and convenience of major platforms.

While major delivery companies have not issued city-specific statements, industry representatives generally maintain that their pricing structures are designed to reflect operational costs and market conditions. They argue that fees support logistics, technology infrastructure, customer support, and fair compensation for delivery partners.

Platforms also point to features such as subscription plans, discounts, and promotional offers aimed at reducing costs for frequent users. However, critics argue that these benefits can sometimes obscure the actual pricing structure.

As Guwahati continues its transition into a digitally connected urban hub, the role of delivery apps is only expected to grow. With that growth comes the responsibility to ensure fair and transparent practices that build trust among users.

For now, residents are advised to review their bills, compare prices, and make informed choices. Whether through regulatory intervention or industry self-correction, many hope that the current concerns will lead to a more balanced and transparent system.

Until then, the debate over “overcharging” serves as a reminder that in the world of digital convenience, the true cost is not always visible at first glance.