Uber Eats and Thuisbezorgd to compensate customers for extra charges

Thuisbezorgd.nl and Uber Eats are making the extra fees added to food orders more transparent following discussions with the Dutch Consumers’ Association. The companies have agreed to clarify these mandatory charges, while millions of customers will receive discount vouchers as compensation.

Thuisbezorgd customers who ordered through the platform between October 31, 2022, and August 17, 2026, are eligible for discount vouchers. Anyone who paid more than 1 euro in service fees over that period will receive a voucher worth 5 euros. Customers who paid more than 10 euros in service fees will receive two 5-euro vouchers.

Uber Eats will compensate all customers who ordered through the platform between October 1, 2021, and September 30, 2026, with vouchers. The amount depends on how often they ordered: customers who placed up to five orders will receive 10 euros in vouchers, those who placed 6 to 25 orders will get 20 euros, and those who ordered more than 25 times will receive 30 euros.

The Consumers’ Association looked into the order process at Thuisbezorgd and Uber Eats. Both platforms display mandatory costs like service costs and surcharges for small orders and packaging at the end of the order. Thuisbezorgd and Uber Eats have now made the display of costs “clearer.”

The researchers studied the order process and prices at Thuisbezorgd for months. They discovered that consumers were often charged 2 to four euros extra in hidden costs. Thuisbezorgd also advertised significant discounts, while the prices actually increased.

Uber Eats said it wants to make its app as transparent and user-friendly as possible. “We appreciate the constructive discussions with the Consumers’ Association and have adjusted the way additional fees are displayed as a result, among other things,” the company said.

Thuisbezorgd also said it had improved its disclosures following the talks. “After a good and constructive discussion with the Consumers’ Association, we have made our information about service fees and promotions even clearer,” the company said.

Sandra Molenaar, head of the Consumers’ Association, welcomed the concrete improvements resulting from the discussions, as well as the compensation for customers.