Consumer Forum Rules Against Zomato Over Cancelled Orders
A consumer forum in Delhi has mandated that Zomato compensate a customer, Manoj Kumar, with over ₹8,250.61 for the cancellation of two food orders worth ₹250.61. The orders were placed to celebrate a family birthday, but were unilaterally cancelled, prompting the legal action [Manoj Kumar v Zomato Private Limited].
Commission’s Decision and Compensation Details
The decision was rendered on May 11, 2026, by a panel comprising President Sanjay Kumar and Members Nipur Chandna and Rajesh. The ruling requires Zomato to refund the order amount with interest and pay an additional ₹5,000 for mental distress and inconvenience, coupled with ₹3,000 to cover litigation expenses.
Complaint Background and Zomato’s Response
The complaint originated from Manoj Kumar, a Zomato Gold member, who placed five food orders for his niece’s birthday in August 2024. While three orders were successfully delivered, two orders valued at ₹146.73 and ₹103.88 were not. Zomato cancelled these citing unreachability of Kumar’s phone, and subsequently refused a refund due to cancellation charges.
Commission’s Findings
The Commission was skeptical of Zomato’s claim that Kumar was unreachable, noting that other orders were delivered to the same location during that timeframe. The Commission highlighted that as a Gold member, Kumar was entitled to premium service, which Zomato failed to provide. This action was deemed a ‘Deficiency in Service’ and ‘Unfair Trade Practice’ under the Consumer Protection Act, exacerbated by Zomato’s lack of response to a legal notice.
Proceedings and Evidence
Zomato was notified of the complaint but did not appear or submit a defense within the required time, leading the Commission to proceed ex parte on June 10, 2025. Kumar presented evidence via affidavit, including order summaries, chat transcripts, and the legal notice. With no opposition from Zomato, Kumar’s evidence stood uncontested.
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Commission’s Verdict
Consequently, the Commission found Zomato liable for service deficiency, instructing them to refund ₹250.61 with 6% interest per annum from the order date until payment completion, in addition to the ordered compensation and costs. Zomato has been given a 45-day deadline to comply with the order.
