You pick a meal in a delivery app, check the total, tap "order", and on the last screen the bill is a few euros higher. A service fee. A small-order surcharge. Something for the bag. If you have lived in the Netherlands for a while, this probably sounds familiar.
This article starts from IamExpat's report of 21 October 2026. After talks with the Dutch consumers' association, the Consumentenbond, Thuisbezorgd and Uber Eats agreed to show all mandatory extra costs upfront, and millions of existing customers will receive vouchers worth €5 to €30.
The case is a useful way into a broader question: what rules protect you from hidden costs when you shop in the Netherlands, and how do you use them? Below we cover all-in pricing, the 30-day rule for "was" prices, drip pricing, the 14-day withdrawal right for online purchases and the practical steps for complaining. If you are looking for rental platforms, see our separate piece on paid rental sites; this article stays with consumer rights that apply to almost every purchase.
Main sources: IamExpat (21 October 2026), NL Times and DutchNews.nl coverage, ACM ConsuWijzer guidance, Book 6 of the Dutch Civil Code and the Dutch price indication decree, and the EU Price Indication, Consumer Rights and Omnibus directives.
Here is what the article answers, in brief.
| Question | Short answer |
|---|---|
| What was wrong in the delivery apps? | Mandatory fees appeared mid-order or at checkout |
| Who gets a voucher? | Customers in set periods, sent automatically |
| What may a "was" price be? | The lowest price in the previous 30 days |
| Can I return online purchases? | Usually within 14 days, with exceptions |
| Where do I complain? | Business, then ACM ConsuWijzer, then a disputes body |
Each point is backed by the legal text or official pages listed in the body and at the end.
1. What happened with Thuisbezorgd and Uber Eats
Hidden delivery fees did not become an issue overnight. The Consumentenbond had already criticised meal delivery services in 2022 for tucking away service charges. The 2026 case built on that.
July 2026: hidden costs and a fake discount
On 22 July 2026, NL Times and DutchNews.nl reported on months of research by the Consumentenbond into Thuisbezorgd.nl. Mandatory charges for "service", bags, plastic packaging and sauce only showed up partway through or at the end of an order.
The extra came to roughly €2 to €4 per order, according to the reports. A Consumentenbond spokesperson estimated that, over several years and millions of users, hidden fees added up to hundreds of millions of euros. DutchNews.nl notes that Thuisbezorgd has more than six million Dutch users.
The research also found a fake discount. Indian snacks that had cost €3.75 were later shown "on sale" from €7.50 to €6. That is not a discount but a €2.25 price rise. Thuisbezorgd disputed the findings at the time.
August 2026: a formal demand to Uber Eats
Uber Eats had also shown some fees late. It made changes in June, but on 11 August the Consumentenbond said Uber Eats still did not list all mandatory costs clearly, sent a formal demand letter (sommatie) and said it was considering legal action. No fake discounts were found at Uber Eats.
20 October 2026: agreement and vouchers
On 20 October 2026, the Consumentenbond announced that both companies had stopped the hidden costs. They now clearly show service fees, small-order surcharges and packaging charges. Thuisbezorgd also stopped the incorrect discounts.
The timeline below sums it up.
From the July findings to the deal took about three months, and the dispute with the platforms had started earlier: DutchNews.nl reports talks with Thuisbezorgd since March. It is a good example of a consumer group negotiating not only a fix but also compensation.
2. Who gets a voucher, and how much
NL Times reported on 20 October 2026 which periods and amounts apply. The two schemes are separate and work differently.
The two schemes side by side
The table lists the conditions as reported.
| Item | Thuisbezorgd | Uber Eats |
|---|---|---|
| Period covered | 31 Oct 2022 – 17 Aug 2026 | 1 Oct 2021 – 30 Sep 2026 |
| Based on | Total service fees paid | Number of orders |
| Light use | Over €1: one €5 voucher | Up to 5 orders: €10 |
| Medium use | – | 6 to 25 orders: €20 |
| Heavy use | Over €10: two €5 vouchers | More than 25 orders: €30 |
Thuisbezorgd links the amount to the service fees you paid, Uber Eats to how often you ordered. If you used both, expect separate emails from each.
No application needed, but read the terms
According to IamExpat, Consumentenbond director Sandra Molenaar said customers will automatically receive an email with one or more vouchers. Check your spam folder.
The announcement does not say when the emails will arrive or how long the vouchers stay valid. The Consumentenbond's voucher page has a section titled "De keuze is aan jou" (the choice is yours), so read the conditions before you redeem anything.
Watch out for fake voucher emails
Well-publicised compensation schemes attract phishing. Do not enter card details via a link in an email; open the app yourself and check there. Suspicious messages can be reported to the Fraudehelpdesk.
3. What drip pricing is and why it matters
The practice behind the case is known as drip pricing: a low headline price, with fees "dripped" in as you move through the checkout. In Dutch it is often called sluipkosten, costs that creep in.
Why it works against you
You compare offers on the first price you see. By the time extra fees appear, you have invested time and are unlikely to start again elsewhere. The information you needed for comparing arrives when comparing is no longer practical.
The figure below is a fictional example. A €20 meal becomes €23 once a service fee, packaging and a small-order surcharge are added, within the reported €2–4 range.
Three euros looks small. Order once a week and it is more than €150 a year, which is why seeing the full price before you compare matters.
Unavoidable costs versus optional extras
The key test under Dutch rules is whether a cost can be avoided. Based on the ACM's business guidance "Prijzen vermelden" (stating prices), common charges fall into these groups.
| Charge | Type | How it must be shown |
|---|---|---|
| VAT (BTW) | Unavoidable | Included in the price |
| Mandatory service or booking fee | Unavoidable | Included in the first price |
| Mandatory packaging or bag | Unavoidable | Included in the first price |
| Insurance, breakfast, parking | Optional | Shown separately, added only if chosen |
| Payment surcharge | Depends on method | Shown separately, capped at cost |
| Import duties | Amount unknown upfront | Say that they apply |
The first three rows are exactly the kind of charges that may not first appear at checkout. That is what the delivery app case was about.
4. The legal map: EU directives and Dutch law
Price rules are not in one single law. EU directives set the framework; the Netherlands has put them into the Civil Code and a price indication decree. A quick map helps.
EU directives set the baseline
Three EU instruments form the base: the Price Indication Directive (98/6/EC), the Unfair Commercial Practices Directive (2005/29/EC), which bans misleading actions and omissions, and the Consumer Rights Directive (2011/83/EU), which sets pre-contract information and the 14-day withdrawal right. The 2019 Omnibus Directive (2019/2161) added Article 6a, the 30-day rule for price reductions.
Where the rules sit in Dutch law
In the Netherlands, these rules are found mainly in Book 6 of the Civil Code (Burgerlijk Wetboek) and the Besluit prijsaanduiding producten (price indication decree).
| Rule | Main provision | What it says |
|---|---|---|
| Misleading practices | Civil Code 6:193c–193e | Price incl. taxes and delivery costs is essential |
| Distance sales information | Civil Code 6:230m(1)(e) | Total price and extra costs before you are bound |
| Extra payments | Civil Code 6:230j | Not binding without express consent |
| Payment surcharges | Civil Code 6:230k | No more than the trader's cost |
| 14-day withdrawal | Civil Code 6:230o, 230r | Cancel without reason, refund in 14 days |
| "Was" prices | Decree, Article 5a | Lowest price of previous 30 days |
All provisions were checked on wetten.overheid.nl on 25 October 2026. You do not need to memorise article numbers, but quoting them in a complaint letter often changes the tone of the reply.
Who enforces what
The regulator is the ACM (Autoriteit Consument & Markt). Its consumer desk is ACM ConsuWijzer, which explains your rights and takes reports on its consumer website.
The Consumentenbond is a private, member-funded association. It investigates and negotiates, but cannot impose fines; that power lies with the ACM, as DutchNews.nl points out. In practice the two work in tandem: the association applies pressure, the regulator brings sanctions.
5. All-in prices: what the first price must include
The most basic rule is simple: the first price you see should be the price you pay.
"The first price is the price"
ACM ConsuWijzer's page on prices and additional costs says the first price a business shows must be the price you pay. Unavoidable costs (onvermijdbare kosten) must be in that price and may not be added during ordering or booking. The page names the Prijzenwet (Prices Act) and the unfair commercial practices rules as the legal basis.
The Civil Code points the same way. Article 6:193e lists the price including taxes, and any extra delivery costs, as essential information in an invitation to purchase. If an amount cannot be calculated in advance, the trader must explain how it is calculated or at least that extra costs apply.
A pattern across sectors
The ACM has applied the same logic to event tickets, accommodation platforms and car sales. A recent example is the travel auction site Reizendeals.nl. According to NL Times on 10 December 2024, the ACM ordered changes on 8 October 2024, with penalty payments of €8,000 a week up to €80,000 if the site failed to comply. The site had to show the full price for two travellers, including mandatory charges, before bidding, and it made the changes. ACM board member Manon Leijten said consumers must know upfront the total price they are agreeing to.
What is allowed
Not every cost can be fixed in advance. Charges that genuinely depend on the order, such as distance-based delivery, can be shown as a calculation or a realistic example. For import duties it is enough to say they apply. A fixed service fee that is charged on every order does not fall under these exceptions.
6. The 30-day rule for "was" prices
The Thuisbezorgd case also involved a fake discount. EU and Dutch law are quite specific about what a "was" price may be.
The reference price is the 30-day low
Article 5a of the Besluit prijsaanduiding producten requires a seller announcing a price reduction to state the lowest price it applied in at least the 30 days before the reduction. ACM guidance says this covers every form of reduction, from struck-through prices to percentage discounts.
In September 2024, the EU Court of Justice added in Case C-330/23 that a percentage reduction must actually be calculated from that prior price. The European Commission's guidance on Article 6a also makes clear that earlier promotional prices within the 30 days count towards the lowest price.
The exceptions
There are a few exceptions, summarised below.
| Situation | Reference price | Basis |
|---|---|---|
| Normal discount | Lowest price in previous 30 days | Art. 5a(1) |
| Perishable goods | Price just before the reduction | Art. 5a(2) |
| Progressive discount | 30-day low before first step (max. 3 months) | Art. 5a(3) |
| Product on sale for under 30 days | Lowest price over a stated period | Art. 5a(4) |
The progressive-discount exception ends if the seller raises the price in between.
Applying the rule to the snack example
Here is the reported example against the rule.
If the snack sold for €3.75 in the previous 30 days, €3.75 is the only valid reference price. Since €6 is higher, it cannot be advertised as a discount at all.
ACM fines and its latest sweep
The ACM has supervised these rules more strictly since January 2023. On 11 June 2024 it fined five webshops a combined €621,000.
| Company | Fine (€) | Response |
|---|---|---|
| Day Trayders (koopjedeal.nl) | 163,000 | Denied the violations |
| Leen Bakker | 130,000 | Denied the violations |
| JYSK | 112,500 | Admitted, promised to improve |
| G-Star | 110,000 | Admitted, promised to improve |
| Tommy Hilfiger | 105,500 | Admitted, promised to improve |
Companies that admitted the violations received lower fines. One shop advertised "€699, now €629" for a product it had recently sold for €539 in an earlier promotion, the same pattern as the snack example.
The problem has not gone away. In a sweep published on 20 November 2025, the ACM found misleading price presentations at 18 of 24 large sellers (75%) in furniture, clothing, DIY, electronics and cosmetics. Unexplained terms like "adviesprijs" (recommended price) were a common issue. The ACM's advice: "eerst checken, dan bestellen" — check first, then order.
7. The 14-day withdrawal right (bedenktijd)
Even with correct prices, you sometimes regret a purchase. Dutch law gives you a bedenktijd, a cooling-off period, for most distance and off-premises contracts.
When the 14 days start
Under Civil Code Article 6:230o, you can cancel a distance contract within 14 days without giving a reason. ACM ConsuWijzer's page on bedenktijd explains when the clock starts.
| What you bought | Day 1 of the 14 days |
|---|---|
| Goods | The day you (or someone you name) receive them |
| Several items in one order | The day you receive the last item |
| Regular deliveries (subscription) | The day you receive the first delivery |
| Services, energy contracts | The day the contract is concluded |
| Downloads and streaming | The day the contract is concluded |
The period ends at midnight on day 14, or on the next working day if that falls on a weekend or public holiday. What counts is the date you send your notice.
What you cannot cancel: delivered meals included
Article 6:230p lists exceptions. The everyday ones are below.
| No withdrawal right | Examples |
|---|---|
| Perishable goods | Fresh food, flowers, delivered meals |
| Made-to-order items | Personalised gifts, custom furniture |
| Unsealed hygiene products | Cosmetics, underwear |
| Leisure, catering, lodging on a fixed date | Concert tickets, restaurant or hotel bookings |
| Unsealed software or media | Opened games, DVDs |
A meal from a delivery app is a perishable item, so it is normally not covered. That is exactly why seeing the correct total before you order matters: if you cannot cancel, the information upfront is your only protection.
Refunds within 14 days, including delivery costs
After you cancel, the trader must refund all payments, including the original delivery cost, within 14 days of receiving your notice (Article 6:230r). If you chose a more expensive delivery option, such as express, the extra cost over standard delivery need not be refunded. The trader may wait until it has the goods back or proof that you sent them.
Return shipping is on you only if the trader told you so beforehand. If you return part of an order, the original delivery cost is not refunded. Refunds go back via the payment method you used, unless you agree otherwise.
Not every shop follows the rules. In a study reported by IamExpat on 31 October 2021, the Consumentenbond ordered and returned over 600 items at 200 webshops; 53% failed to refund on time or in full. If your refund is late, point to the rule and chase it.
If the trader never told you about your withdrawal right, the period is extended by up to 12 months (Article 6:230o(2)).
The new withdrawal button since June 2026
Since 19 June 2026, webshops and apps must offer a clearly visible withdrawal function. It comes from Directive (EU) 2023/2673 and is in Article 6:230oa of the Dutch Civil Code.
According to the ACM's announcement of 11 June 2026, the button must clearly say what it does, for example "mijn aankoop ongedaan maken" (undo my purchase), and must be available for the full 14 days. You may not be forced to create an account, and you must get an immediate confirmation. Without it, the withdrawal period may be extended to a year, and the ACM can impose fines.
8. Pre-ticked extras and payment surcharges
Two short Civil Code provisions do a lot of work against hidden costs online.
Pre-ticked boxes do not bind you
Article 6:230j says you are not bound to pay for an additional service beyond the main purchase unless you expressly agreed to it. Leaving a pre-ticked box ticked does not count as consent. Seat selection, travel insurance, "priority delivery" or a donation top-up that was pre-selected can be challenged on this basis.
Payment surcharges are capped
Article 6:230k caps any surcharge for a specific payment method at the trader's own cost. Phone calls about an existing contract may cost no more than the basic rate.
| Extra charge | Rule | Provision |
|---|---|---|
| Pre-ticked extras | No payment without express consent | 6:230j |
| Payment surcharge | Capped at trader's cost | 6:230k |
| Phone line for existing customers | Basic rate only | 6:230k(2) |
| Undisclosed mandatory cost | Refuse to pay or claim it back | ACM guidance |
The last row is worth remembering. ACM guidance says that if a trader left an unavoidable cost out of the price, consumers may refuse to pay it or reclaim it afterwards.
9. How to complain: who, and in what order
If the price you were charged does not match what you were shown, work through the steps in order.
Step 2 can run in parallel with step 1. The other steps usually require that you complained to the trader first.
Step 1: complain to the trader in writing
Do not rely on a phone call or a chat. Send an email or use the contact form, because most later steps require proof of a written complaint. Include the order number and date, the price shown and the amount charged, what you want (refund, cancellation) and a deadline for a reply, for example 14 days. Screenshots taken before and after ordering are the best evidence.
Step 2: report to ACM ConsuWijzer
Use the ACM ConsuWijzer report form or call 088 070 70 70. The ACM does not collect individual refunds for you, but reports feed investigations and orders. The Reizendeals.nl case started with complaints from Dutch and Belgian customers.
Step 3: De Geschillencommissie
De Geschillencommissie runs sector-specific committees that rule on consumer disputes. The trader must be a member, directly or through its trade association, and you must have complained in writing first. For webshops, the Thuiswinkel committee charges these fees.
| Invoice amount | Complaint fee (€) |
|---|---|
| Up to €500 | 52.50 |
| €500 to €1,500 | 77.50 |
| €1,500 and over | 102.50 |
You get the fee back if you win. Membership is usually mentioned in the trader's general terms (algemene voorwaarden) or on the Thuiswinkel.org member list.
Step 4: the sub-district court (kantonrechter)
If no disputes committee applies, you can go to court. Rijksoverheid explains that claims up to €25,000 go to the kantonrechter, where you do not need a lawyer. Court fees (griffierecht) apply.
Sellers elsewhere in Europe: ECC Nederland
If the seller is in another EU country, Norway, Iceland or the UK, ECC Nederland (European Consumer Centre) mediates for free via its counterpart in the seller's country. It cannot help with Dutch traders or with sellers in, for example, the US, Switzerland or China.
The table summarises where to go.
| Where | What they do | Cost |
|---|---|---|
| Trader's customer service | Refund, cancellation | Free |
| ACM ConsuWijzer | Explains rights, takes reports | Free (normal call rate) |
| Consumentenbond | Research, campaigns, member advice | Membership |
| De Geschillencommissie | Binding decisions | From €52.50 |
| Juridisch Loket | Legal advice (0800 8020) | Free |
| ECC Nederland | Mediation with EU traders | Free |
If you live in or near The Hague, the legal assistance page of The Hague International Centre lists the municipal legal advisors, the Juridisch Loket and how to find a lawyer, in English.
10. What changes depending on where you come from
If you moved to the Netherlands from outside the EU, some of your shopping instincts may not match Dutch rules. A few habits are worth adjusting.
If you are used to prices before tax
In several countries, shelf and online prices are often shown before sales tax, and tips or service charges are added at the till. In the Netherlands, consumer prices include VAT and all unavoidable costs. A price that grows at checkout is a red flag, not normal practice.
If returns at home were a store policy
In many places, being able to return something bought online depends on the shop's goodwill. In the EU, the 14-day withdrawal right for distance purchases is a legal right, and a webshop cannot simply declare "no returns" for ordinary goods. The flip side: buying in a physical Dutch shop gives no legal right to return a non-faulty item; that is a store service, as IamExpat's guide to consumer rights explains. Faulty items are different: conformity rules entitle you to repair or replacement.
If you rely on chargebacks
Card chargebacks are common elsewhere. In the Netherlands, many everyday payments run through iDEAL or debit cards, where chargeback options are more limited. Xpat.nl's daily-life tips mention asking your bank for a chargeback when a merchant refuses a refund, but the written complaint and the withdrawal right are your first tools.
| Habit from elsewhere | Dutch reality | What to do |
|---|---|---|
| Expect tax and fees at checkout | All-in price is the rule | Treat added mandatory fees as a warning |
| "No returns" accepted online | 14-day right for most goods | Cancel in writing within 14 days |
| Return anything in-store | No legal right if not faulty | Check the store policy first |
| Chargeback as first step | iDEAL and debit limit options | Complain in writing first |
None of these are better or worse systems; they protect consumers at different points. Knowing where the Dutch system puts its weight helps you use it.
11. Common misunderstandings
Even when you know the rules, real situations are confusing. These are the mix-ups we see most.
| Misunderstanding | Reality |
|---|---|
| Sale items cannot be cancelled | Discounted and second-hand items also have the 14-day right |
| Cancelling gets my meal money back | Perishable meals are excluded |
| I must apply for the delivery voucher | Reported as sent automatically by email |
| The Consumentenbond can fine companies | Only the ACM can impose fines |
| Foreign webshops use the same desk | EU sellers: ECC Nederland |
| Receipts at the till are always right | Errors happen, especially on promotions |
The last row is backed by data. DutchReview reported on 2 May 2025 that the Consumentenbond found, on average, 13% of grocery items were wrongly priced at checkout, mostly on discounted products and usually in the store's favour. Check your receipt before you leave; if it is wrong, you can still get the item at the correct price.
12. Three fictional cases
The following people are fictional, used only to show how the rules apply.
Case 1: €3 extra at checkout (newcomer, single)
A professional who arrived two months ago orders dinner in a delivery app. The meal was €20; the final screen says €23. After the October agreement, mandatory fees should be visible from the start. If they are not, take screenshots, report it in writing via the app, and if nothing changes, report it to ACM ConsuWijzer. Meals cannot be cancelled, so frame it as a pricing problem, not a cancellation.
Case 2: a suspicious "was" price (family with children)
A family buys a vacuum cleaner online, "€399, now €299". A price comparison site shows it sold for €289 two weeks earlier. The 30-day low was €289, so the "was" price breaks the rule. Within 14 days of delivery they can cancel without a reason and get a full refund, and they can report the shop to the ACM.
Case 3: shoes from a German webshop (long-term resident, self-employed)
A freelancer who has lived in the Netherlands for ten years buys shoes from a German site. They do not fit, and the shop ignores the return request. The 14-day right applies across the EU. She sends a written cancellation and, if no refund follows, files a free complaint with ECC Nederland.
| Case | Rule | First step | Next stop |
|---|---|---|---|
| €3 extra at checkout | All-in price | Screenshots, written complaint | ACM ConsuWijzer |
| Suspicious "was" price | 30-day rule, 14-day right | Cancel within 14 days | ACM ConsuWijzer |
| German webshop | 14-day right | Written cancellation | ECC Nederland |
The rule and the desk change by situation, but the first step is almost always the same: put it in writing.
13. What not to do
A short list of habits that cost people money.
| Don't | Why |
|---|---|
| Complain only by phone | No record for later steps |
| Cancel after day 14 | The sending date is what counts |
| Enter card details via a voucher email link | Possible phishing |
| Accept "no returns" on an ordinary online purchase | The 14-day right usually applies |
| Order perishable or dated items without checking the total | They usually cannot be cancelled |
| Click through checkout without checking pre-ticked extras | You will have to claim the money back |
Most of these come down to two things: put it in writing, and watch the deadline.
14. Checklist
Before you buy
- Does the final total match the first price you saw?
- Are there pre-ticked extras you did not choose?
- Is the "was" price plausible compared with recent prices?
- Can this purchase be cancelled (not a meal, ticket or booking)?
- Do you know the seller's name, country and contact details?
When something goes wrong
- Saved the order number, date and screenshots
- Complained to the trader in writing with a deadline
- Cancelled within 14 days of delivery, if relevant
- Reported it to ACM ConsuWijzer
- Checked De Geschillencommissie membership, or ECC Nederland for EU sellers
15. Summary
- Thuisbezorgd and Uber Eats now show mandatory fees upfront and will send vouchers worth €5 to €30; reports say no application is needed.
- In the Netherlands, unavoidable costs must be part of the first price you see.
- A "was" price must be the lowest price of the previous 30 days; in 2024 the ACM fined five webshops a total of €621,000.
- Most online purchases can be cancelled within 14 days, with a refund including delivery costs within 14 days; meals and dated tickets are excluded.
- Since 19 June 2026, webshops and apps must offer a withdrawal button.
- To complain: trader in writing, then ACM ConsuWijzer, then De Geschillencommissie or the sub-district court; ECC Nederland for EU sellers.
Sources
The delivery fee case
- Thuisbezorgd & Uber Eats agree to end hidden delivery costs — IamExpat: starting point of this article
- Uber Eats and Thuisbezorgd to compensate customers for extra charges — NL Times: voucher periods and amounts
- Millions to get compensation from takeaway apps over hidden fees — DutchNews.nl: the October agreement
- Consumers' assoc. calls out Thuisbezorgd.nl for hidden costs, fake discounts — NL Times: €2–4 hidden costs
- Thuisbezorgd hides costs and fakes discounts: consumer group — DutchNews.nl: user numbers, ACM's role
- Thuisbezorgd en Uber Eats gestopt met verborgen kosten — Consumentenbond: 20 October announcement
- Vouchers van Thuisbezorgd en Uber Eats — Consumentenbond: voucher information
- Uber Eats blijft verplichte kosten verstoppen — Consumentenbond: August demand letter
- Maaltijdbezorgers misleiden met kosten en aanbod — Consumentenbond: 2022 study
ACM and ConsuWijzer
- Prijzen en bijkomende kosten — ACM ConsuWijzer: all-in price rule
- Prijzen vermelden — ACM: business guidance on prices
- Bedenktijd — ACM ConsuWijzer: 14-day right, exceptions, refunds
- ACM fines webshops for fake discounts — ACM ConsuWijzer: €621,000 in fines
- ACM still sees many misleading discounts — ACM: 18 of 24 sellers
- ACM calls on online retailers to prepare for the withdrawal button — ACM: button from 19 June 2026
- Report to ACM ConsuWijzer: report form
- Regulator reprimands holiday bidding site for hidden costs — NL Times: Reizendeals.nl order
Legislation
- Burgerlijk Wetboek Book 6 — wetten.overheid.nl: Articles 6:193e, 230j, 230k, 230m, 230o, 230oa, 230p, 230r
- Besluit prijsaanduiding producten — wetten.overheid.nl: Article 5a
- Directive 98/6/EC (consolidated) — EUR-Lex: Price Indication Directive
- Directive (EU) 2019/2161 — EUR-Lex: Omnibus Directive
- Guidance on Article 6a of Directive 98/6/EC — EUR-Lex: Commission guidance
- Directive 2011/83/EU — EUR-Lex: Consumer Rights Directive
- Directive 2005/29/EC — EUR-Lex: Unfair Commercial Practices Directive
- Directive (EU) 2023/2673 — EUR-Lex: withdrawal function
- Case C-330/23 — EUR-Lex: CJEU on percentage discounts
Complaints and help
- Thuiswinkel — De Geschillencommissie: fees
- Komt u niet tot een oplossing? — De Geschillencommissie: how to file
- Do I need a lawyer? — Rijksoverheid: €25,000 limit
- ECC Nederland: cross-border disputes
Expat media
- Consumer rights: purchases and warranty in the Netherlands — IamExpat: exceptions, in-store returns
- Consumers' Association says retailers are too slow issuing refunds — IamExpat: refund study
- Getting overcharged for your groceries? — DutchReview: 13% till errors
- Tips and tricks for daily life in the Netherlands — Xpat.nl: returns, chargebacks
- How can I avoid scams? — ACCESS: scams and helpdesk
- Legal assistance — The Hague International Centre: legal help in The Hague
All sources were checked on 25 October 2026. Voucher terms, fees and rules can change, so check the official sites before acting.
Original article
Thuisbezorgd & Uber Eats agree to end hidden delivery costs — IamExpat
FAQ
- Do I need to apply for the Thuisbezorgd or Uber Eats voucher?
- According to reports, no. Eligible customers receive one or more vouchers by email automatically. Thuisbezorgd gives €5 to anyone who paid over €1 in service fees between 31 October 2022 and 17 August 2026, or two €5 vouchers above €10. Uber Eats gives €10 to €30 depending on how often you ordered between 1 October 2021 and 30 September 2026.
- Can a Dutch webshop or app add mandatory fees at checkout?
- No. Unavoidable costs must be included in the first price you see. ACM ConsuWijzer says businesses may not add mandatory costs during booking or ordering. Optional extras can be shown separately, but you are not bound by extras that were pre-ticked for you.
- What 'was' price may a shop show in a sale in the Netherlands?
- The reference price must be the lowest price the seller charged in at least the 30 days before the discount. This follows from Article 6a of the EU Price Indication Directive and Article 5a of the Dutch Besluit prijsaanduiding producten. There are exceptions for perishable goods, progressive discounts and new products.
- Can I return anything I bought online within 14 days?
- Usually, yes: most online purchases can be cancelled within 14 days without a reason, and the refund, including the original delivery cost, is due within 14 days. Exceptions include perishable goods such as delivered meals, made-to-order items, opened hygiene products and tickets or bookings for a fixed date.
- Where can I complain about a misleading price in the Netherlands?
- First complain to the business in writing and keep a record. Then report it to ACM ConsuWijzer (088 070 70 70). If the trader is a member, you can file with De Geschillencommissie (from €52.50 for webshops). Claims up to €25,000 can go to the sub-district court without a lawyer.
- What if the seller is in another EU country?
- The 14-day withdrawal right applies across the EU. If a seller in another EU country, Norway, Iceland or the UK does not respond, ECC Nederland (European Consumer Centre) can mediate for free through its counterpart in the seller's country. It does not handle Dutch traders or sellers outside Europe.
Source: IamExpat
