Consumer forum orders Zomato to pay customer ₹8,250 for cancelling food orders worth ₹250

A Delhi consumer disputes redressal commission recently directed Zomato to pay ₹8,250.61 to a customer for unilaterally cancelling two food orders worth ₹250.61, which were ordered for a family birthday celebration [Manoj Kumar v Zomato Private Limited]..A coram of President Sanjay Kumar and Members Nipur Chandna and Rajesh passed the order on May 11, 2026.The consumer forum directed Zomato to refund the amount of the cancelled orders with interest, besides paying ₹5,000 as compensation for the mental agony, harassment and humiliation suffered by the complainant and ₹3,000 towards litigation costs.The complaint was filed by one Manoj Kumar, a Zomato Gold customer, who had placed five separate food orders through the platform in August 2024, for his niece's birthday celebration. While three orders were delivered successfully, two orders worth ₹146.73 and ₹103.88 were not delivered.Kumar submitted that Zomato cancelled the two orders on the ground that his phone was “not reachable”. He also alleged that Zomato had refused to refund the amount and cited cancellation charges..The Commission was not convinced by Zomato's claim that Kumar was unreachable. It pointed out that three other orders had been successfully delivered to the same address during the same period."As a 'Gold' member, the Complainant (Kumar) was entitled to prioritized service, yet the OP (Zomato) not only failed to deliver the food but also illegally deducted 'cancellation charges'. This constitutes a gross 'Deficiency in Service' and 'Unfair Trade Practice' under the Consumer Protection Act. The OP's failure to respond to the legal notice further highlights their adamant and negligent attitude," held the Commission..Zomato had been served with notice of the complaint but failed to appear or file its written version within the statutory period. The Commission, therefore, proceeded against the company ex parte (without defence) on June 10, 2025.Kumar subsequently led evidence by way of an affidavit and produced the two order summaries, customer-support chat transcripts and the legal notice. Since Zomato had not contested his claims, the Commission found that Kumar's evidence remained unrebutted.The Commission, therefore, held Zomato liable for deficiency of service and directed it to refund ₹250.61 with 6% annual interest from the date of the order until the amount is paid, apart from the payment of compensation and cost. Zomato was directed to comply with the order within 45 days of receiving it. .[Read Order]