Zomato has raised its platform fee to ₹12 per order, drawing sharp criticism from users who feel the surcharge may soon surpass the cost of the food itself.
What’s Driving the Backlash?
The platform fee has steadily increased from ₹2 in August 2023 to ₹12 in 2025, marking a 500% jump over 20 months.
This latest ₹2 hike ahead of the festive season has hit customers hard, especially when combined with delivery, packing, surge, and GST charges.
Even loyal customers with Zomato Gold membership are not exempt, leading to frustration, as one user lamented: “Paying extra to pay more? It’s daylight robbery.”
What People Are Saying
One user quipped: “At this pace, one day the platform fee will cost more than the food itself.”
Another highlighted fee stacking: “They charge a platform fee, then another rainy weather fee—both the same, but we’re being robbed twice.”
A closer look at revenue showed how small hikes add up: an extra ₹2 across ~2.5 million daily orders translates into ₹15 crore more per month, or nearly ₹200 crore annually.
Zomato’s Response
Zomato has defended the fee hike as part of "routine business adjustments" to cope with the festival-time surge in orders. They indicated the change varies by city and appears on-order notifications explaining that the fee "helps us pay our bills to keep Zomato running." Despite this, many customers remain dissatisfied, particularly given the lack of transparency in how this incremental revenue is reinvested or shared among delivery partners.
Why This Matters to Consumers
| Impact Area | Effect on Users |
|---|---|
| Cost of ordering | Overall bill increases significantly amid rising base prices. |
| Customer trust | Perceived lack of transparency strains loyalty and brand perception. |
| Market dynamics | Fee hikes may push users toward direct ordering or competitors. |
| Pricing fairness | Raises wider concerns about platform pricing strategies. |
FAQs
Q1. Why did Zomato increase the platform fee again?
It’s a seasonal adjustment, meant to sustain operations during high-demand periods.
Q2. Is the fee temporary?
Zomato labels it as part of routine rate adjustments. However, whether it rolls back post-festive season remains unclear.
Q3. How much revenue does Zomato stand to earn?
With an estimated 25 lakh orders daily, a ₹2 hike could add up to ₹15 crore monthly, totaling close to ₹200 crore a year.
Q4. Why is the fee controversial?
Multiple overlapping fees (e.g., platform fee, delivery fee, packing fee) make meals more expensive and reduce transparency.
Published on : 3rd September
Published by : SMITA
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