Amazon Prime Video subscriber paid Rs 1,499 for a year, but ads appeared before the plan expired; court orders Rs 9,499 payout

Amazon Prime Video has been held guilty of deficiency in service and unfair trade practice by a consumer commission in Hyderabad after advertisements appeared during a customer's paid annual membership. The District Consumer Disputes Redressal Commission-I directed the platform to refund Rs 1,499, pay Rs 5,000 as compensation and cover Rs 3,000 in litigation costs after it sought an additional Rs 699 for ad-free viewing. According to the commission's order dated October 1, 2026, Kondhoba Rajesh, an advocate who represented himself, purchased an Amazon Prime annual membership for Rs 1,499 on May 11, 2025. The subscription, according to the complaint and supporting documents, included advertisement-free access to Prime Video content on mobile phones, televisions and laptops for 12 months.

Rajesh alleged that the service initially worked without advertisements but that this changed on June 17, 2025, even though his membership had not expired. He further claimed that he was asked to pay Rs 699 separately to continue watching content without ads.

He approached customer support, seeking either the restoration of the original service or a refund of his membership fee. However, the platform allegedly declined both requests and offered only a proportionate refund.


The subscriber argued that ad-free streaming had been part of the package when he paid for the annual membership. According to his complaint, withdrawing that benefit before the subscription ended and charging extra for it amounted to a change in the agreed terms.

He sought a refund of Rs 1,499, along with Rs 25,000 in compensation for mental agony and harassment and Rs 10,000 towards litigation expenses.

What did the Hyderabad consumer commission say?

The commission, headed by president B Uma Venkata Subba Lakshmi, with members C Lakshmi Prasanna and B Raji Reddy, examined the subscription details and documents submitted by the complainant.

It noted that advertisements had been introduced while the annual membership was still active, rather than after the subscription expired or at the time of renewal.

The bench also observed that the platform had not established that the subscriber was informed when he purchased the membership that ad-free viewing could be withdrawn during the paid period or that an additional charge might apply.

Amazon did not appear before the commission or submit a written response. Its right to file a reply was forfeited, and the matter was decided on the evidence available. The complainant's documents and arguments therefore remained unchallenged by the platform.

The commission concluded that introducing advertisements during an assured ad-free subscription period and seeking an additional payment to retain that benefit amounted to deficiency in service and unfair trade practice.

It consequently partly allowed the complaint.

How much must Amazon pay the Prime Video subscriber?

In its October 1 order, the commission directed the platform to make the following payments:

• Rs 1,499: Refund of the annual subscription fee.
• Rs 5,000: Compensation to the complainant.
• Rs 3,000: Litigation costs.

The total payout ordered by the commission stands at Rs 9,499. The platform was directed to comply with the order within 45 days.

The complainant had sought higher compensation and litigation costs, but the commission awarded the amounts specified in its order.