A Delhi consumer commission has directed Zomato to pay ₹8,250.61 to a customer after finding the food-delivery platform responsible for cancelling two food orders worth just ₹250.61 and failing to provide a refund.

The case involved a customer who had placed multiple orders for a family birthday celebration. The commission held that the circumstances amounted to deficiency in service and an unfair trade practice.

Five Orders Were Placed for a Birthday

The complaint was filed by Manoj Kumar, a Zomato Gold customer. In August 2024, he placed five separate food orders through Zomato for his niece’s birthday celebration.

While three orders were successfully delivered, two orders worth ₹146.73 and ₹103.88 were cancelled.

Zomato reportedly attributed the cancellations to the customer’s phone being unreachable. Kumar, however, alleged that the company refused to refund the amount and instead applied cancellation charges.

Commission Questions Zomato’s Explanation

The consumer commission was not convinced by Zomato’s explanation.

A key point considered by the commission was that three other orders placed by Kumar during the same occasion had been successfully delivered to the same address. This raised questions about the claim that the customer could not be contacted.

The commission ultimately held Zomato responsible for deficiency in service and unfair trade practice.

Zomato Did Not Contest the Case

The case also took an unusual turn because Zomato did not appear before the commission or submit its written defence within the prescribed period.

The commission therefore proceeded ex parte against the company.

Kumar subsequently submitted evidence including his order summaries, customer-support conversations and legal notice. With the allegations remaining uncontested before the commission, the evidence submitted by the complainant was considered in deciding the matter.

₹5,000 Compensation and ₹3,000 Legal Costs

The commission ordered Zomato to refund the original ₹250.61, along with 6% annual interest.

It also awarded ₹5,000 as compensation for the mental agony, harassment and inconvenience suffered by Kumar.

Another ₹3,000 was awarded towards litigation expenses, taking the total amount specified in the order to ₹8,250.61, apart from applicable interest.

Zomato has been given 45 days from receiving the order to comply.

What the Case Means for Food-Delivery Customers

The ruling highlights that consumer disputes involving relatively small amounts can still result in significant compensation when a service provider is found responsible for unfair conduct.

However, the decision is based on the specific facts of this case, including Zomato’s failure to contest the complaint. It does not mean that every cancelled food order or cancellation charge is automatically unlawful.

For customers, the case also underlines the importance of retaining order records, payment details and customer-support conversations when a dispute arises.

Summary

A Delhi consumer commission has ordered Zomato to pay ₹8,250.61 after two food orders worth ₹250.61 were cancelled during a family birthday celebration. The commission found deficiency in service and unfair trade practice, awarding ₹5,000 compensation and ₹3,000 in litigation costs in addition to the refund and interest. Zomato has 45 days to comply with the order.