3 days ago
Consumer Forum Orders Zomato To Pay ₹8,250 Over Cancelled Orders
Manoj Kumar ordered food for his niece’s birthday using Zomato.
He placed five separate orders in August 2024.
Three orders arrived, but two small orders were cancelled.
Zomato said Kumar’s phone could not be reached.
Kumar said he was not properly refunded and complained to a consumer forum.
Zomato did not appear to defend itself in the case.
The forum accepted Kumar’s evidence and said Zomato had provided poor service.
It ordered Zomato to pay the refund, compensation, interest, and legal costs.
Manoj Kumar placed five Zomato orders for his niece’s birthday in August 2024.
Three orders were delivered, but two orders worth ₹146.73 and ₹103.88 were cancelled.
Zomato reportedly said Kumar’s phone was not reachable and allegedly cited cancellation charges instead of issuing a refund.
The consumer commission found deficiency in service and an unfair trade practice, noting Kumar was a Zomato Gold member.
Zomato was ordered to pay ₹250.61 with 6% annual interest, ₹5,000 compensation, and ₹3,000 in litigation costs within 45 days.
- Who
- Manoj Kumar and Zomato Private Limited were involved in the dispute.
- What
- A consumer commission ordered Zomato to pay a refund, interest, compensation, and litigation costs over two cancelled food orders.
- Where
- The matter was heard by a consumer commission; the article does not specify its location.
- When
- The orders were placed in August 2024; the commission proceeded ex parte on June 10, 2025, and passed the reported order on May 11, 2026.
- Why
- The commission found deficiency in service and an unfair trade practice after two orders were cancelled and Zomato did not contest the complaint.
Consumer Commission’s Findings
Zomato’s Stated Explanation
Reason for cancellation
Consumer Commission’s Findings
The commission questioned the explanation because three other orders placed by Kumar during the same period were delivered to the same address.
Zomato’s Stated Explanation
Zomato said Kumar’s phone was not reachable when the two orders were cancelled.
Refund and charges
Consumer Commission’s Findings
Kumar alleged that Zomato refused to refund the amount and cited cancellation charges; the commission ordered the company to refund ₹250.61 with interest.
Zomato’s Stated Explanation
The article reports Zomato’s cancellation-charge position but does not provide a further defence because the company did not appear or file a written version.
Responsibility for the dispute
Consumer Commission’s Findings
The commission held Zomato responsible for deficiency in service and an unfair trade practice, particularly noting Kumar’s Gold membership.
Zomato’s Stated Explanation
Zomato did not contest the complaint, so Kumar’s evidence was treated as unrebutted.
Key facts
- Orders placed
- Five separate Zomato food orders
- Unfulfilled orders
- Two orders worth ₹146.73 and ₹103.88
- Refund ordered
- ₹250.61
- Interest
- 6% annually from the date of the order until payment
- Compensation
- ₹5,000 for mental agony, harassment, and humiliation
- Litigation costs
- ₹3,000
- Compliance deadline
- 45 days from receipt of the order
Sources
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