Zomato and Swiggy
Zomato and Swiggy deductions: ads, discounts and complaint cuts, what to check and how to ask
By the Veritally team · Updated · 6 min read
Quick answer
Split every deduction into three: tax (GST under 9(5), TCS, TDS, GST on fees), which you account for but don't dispute; fees (commission, payment collection, long distance), which should match your contract; and cuts (ads, discounts, complaint refunds, cancellation shares, recoveries), which should each be something you agreed to or a complaint you saw. Ask partner support about any cut you can't match, with the order number and the amount.
Key points
- In July 2026, Bengaluru restaurant owners asked the platforms for a line-by-line report of every cut, and for no ads or discounts without consent.
- Tax lines are not losses: the 9(5) GST is the customer's, and TDS and TCS are credited to you in your tax returns.
- Commission should be your contract % on every order; an order charged more is a question.
- Ads and campaigns should be ones you opted into; ask about any you didn't.
- Complaint refunds and cancellation shares should match complaints you saw and your cancellation policy.
Three kinds of deduction
| Kind | Examples | What to do |
|---|---|---|
| Tax | GST under section 9(5), GST on fees (18%), TCS, TDS (0.1% under section 194-O) | Account for it. TDS and TCS are credited to you in your returns. |
| Fees | Commission, payment collection or mechanism fee, long distance, Pocket Hero | Match each against your contract. Question any order charged more. |
| Cuts | Ads and campaigns, restaurant discounts, customer complaint refunds, your share of cancelled orders, delivery charge or promo recoveries | Each should be something you agreed to, or a complaint you saw. Ask about the rest. |
Why this matters now
In July 2026, the Bruhat Bengaluru Hotels Association said commissions range from 8% to 28%. Its members asked Zomato and Swiggy for:
- a line-by-line breakdown of commissions and payouts;
- no discounts or ads without consent;
- fairer complaint and cancellation cuts.
(Source: The Week, 30 July 2026.) Whatever happens between the platforms and the associations, your own statement already has the lines. Checking them every week is the part you control.
How to ask partner support
Raise a ticket from your partner app's help section, one ticket per issue. Include:
- the order number(s) and the payout date;
- the line you are asking about, in the statement's own words (for example "Customer Compensation/ Recoupment");
- the amount, and why you think it is wrong (for example "commission charged at 26%, our contract rate is 20%", or "we did not opt into this campaign");
- a screenshot of the statement row, if you can.
Keep the ticket number. If there's no answer in a week, follow up on the same ticket.
Doing it every week
- Check each weekly payout on payout day, before the next one arrives.
- Missing money is easiest to recover while it is recent.
- Veritally reads your Zomato Settlement Report or Swiggy annexure and splits every line into tax, fees and cuts.
- It lists orders charged above your usual rate and writes the message to partner support.
- It can remind you every week on payout day.
Frequently asked questions
Can I get TDS back?
TDS deducted by the platform is credited against your income tax. It shows in your tax credit statement (Form 26AS) and you claim it in your return. It isn't paid back by the platform.
Should I dispute the GST under 9(5)?
No. It is the customer's GST, which the platform pays to the government for restaurant services. It goes in with the order value and comes out on the same order.
What if I don't remember agreeing to an ad?
Ask partner support for the campaign, its dates and how you opted in, with the invoice number from the statement. Restaurant associations have asked for consent before every campaign.