Zomato customer CA Ruchi Kedia alleges her prepaid food order was never delivered and refund was denied. Choice4Voice.com highlights the case, legal remedies, and FAQs for consumers facing similar issues.
Complaint Summary : Zomato Complaint: Non-Delivery of Food and Refund Denied – CA Ruchi Kedia’s Case
| Details | Information |
|---|---|
| Complainant Name | CA Ruchi Kedia |
| Ru*****@gmail.com | |
| 88*****44 | |
| Complaint Type | Refund not issued |
| Company/Brand | Zomato |
| Product/Service | Food order (prepaid) |
| Order No / Service No | 7267326421 |
| Issue Description | Prepaid order not delivered. Marked as delivered in system. Refund denied despite repeated follow-ups. |
| Date of Incident | 13 September 2025 |
| Company’s Response | Email response: “Order shows as delivered” – no refund provided. |
| Additional Comments | Customer demands refund and compensation for harassment and inconvenience. |
Detailed Complaint Report
CA Ruchi Kedia placed a prepaid order with Zomato on 13 September 2025 (Order ID: 7267326421). The order was not delivered, yet the system reflected it as “delivered.”
When she contacted Zomato multiple times via mail and customer support, she was told the same scripted response: “order shows as delivered.” Despite raising the issue repeatedly, Zomato did not investigate properly or issue a refund.
The customer, who has been a loyal Zomato user, alleges that this is unfair trade practice, leading to financial loss, harassment, and loss of trust in the platform.
Legal Remedies Available
If Zomato fails to refund and resolve the issue, the following legal provisions apply:
- Consumer Protection Act, 2019
- Refund denial qualifies as deficiency in service.
- Marking undelivered food as delivered amounts to unfair trade practice.
- Case can be filed before the District Consumer Disputes Redressal Commission.
- Bharatiya Nyaya Sanhita (BNS), 2023
- Section 316 – Cheating (accepting payment without delivery).
- Section 337 – Criminal Breach of Trust (withholding refund).
- Section 292 – Misrepresentation (false delivery status update).
- Information Technology Act, 2000
- False digital marking of delivery may fall under Section 66 – Misrepresentation in electronic records.
- RBI / NPCI Digital Payment Guidelines
- Prepaid online payments not honored can be challenged by initiating a chargeback / payment dispute through the bank.
- FSSAI (Food Safety and Standards Authority of India)
- As a licensed aggregator, Zomato is accountable under FSSAI norms for ensuring fair and safe food service practices.
Choice4Voice.com’s Role
At Choice4Voice.com, highlighting such complaints is the first step for public accountability.
If Zomato does not act, Choice4Voice.com will assist in filing cases under:
- Consumer Protection Act, 2019 in the District Consumer Forum.
- BNS provisions for cheating, breach of trust, and misrepresentation.
- RBI Ombudsman & NPCI for digital payment disputes.
- FSSAI complaint for violation of fair food delivery practices.
Pre-Drafted Legal Escalation Template (For Every Case)
Choice4Voice.com will file this case under the following acts and departments if unresolved:
- Consumer Protection Act, 2019 – Complaint in District Consumer Disputes Redressal Commission.
- Bharatiya Nyaya Sanhita, 2023 – Complaint for cheating, misappropriation, and breach of trust before the local police/cybercrime unit.
- IT Act, 2000 – Complaint to Cybercrime Cell for digital misrepresentation.
- RBI Ombudsman – For payment-related grievances.
- FSSAI – Complaint against food delivery aggregator for violation of consumer rights.
FAQs on Zomato Complaints, Refunds, and Legal Rights
Q1. What happens if Zomato does not deliver food but marks it delivered?
This qualifies as deficiency in service and the customer is entitled to a refund.
Q2. Can I get a refund if my Zomato order was not delivered?
Yes, under the Consumer Protection Act, 2019, you can claim a refund.
Q3. How long does Zomato take to process refunds?
Refunds should be processed within 7 working days.
Q4. What legal action can I take against Zomato?
You can file a case in the Consumer Forum and also pursue BNS criminal remedies.
Q5. Can I claim compensation apart from refund?
Yes, Consumer Courts often award compensation for harassment and litigation costs.
Q6. Can Zomato deny refund if their system shows delivered?
No. Customer testimony and absence of delivery proof can override system errors.
Q7. How do I raise a chargeback for Zomato payments?
Contact your bank and request a chargeback under RBI guidelines for failed services.
Q8. Is Zomato regulated by FSSAI?
Yes. Zomato is a licensed food aggregator and accountable under FSSAI norms.
Q9. Can I file a police complaint against Zomato?
Yes, under BNS provisions for cheating and misrepresentation.
Q10. What evidence should I keep for my case?
Screenshots of order, payment confirmation, delivery failure, and communication records.
Q11. Can Zomato be penalized for unfair trade practice?
Yes. Under Section 2(47) of Consumer Protection Act, 2019, unfair practices are punishable.
Q12. Can I escalate Zomato complaints to RBI?
Yes, if the issue involves digital payment disputes.
Q13. What is the role of Consumer Forum in food delivery cases?
The District Commission provides relief including refund, compensation, and penalties.
Q14. Can I approach NPCI for failed UPI/Zomato transactions?
Yes. NPCI supports complaints for failed or disputed digital transactions.
Q15. What penalties can Zomato face in court?
They may be ordered to pay refund, interest, compensation, and costs.
Q16. Does Zomato have a legal obligation to refund undelivered orders?
Yes. It is a mandatory service obligation under Consumer Law.
Q17. Can a lawyer help with Zomato refund disputes?
Yes, lawyers can file consumer cases and criminal complaints.
Q18. What if Zomato repeatedly denies refunds?
File a class-action consumer complaint if multiple customers face the same issue.
Q19. How can Choice4Voice.com help?
By documenting the complaint, raising public awareness, and assisting with legal escalation.
Q20. Is Zomato’s “delivered” status final proof?
No. Delivery executives must provide delivery confirmation proof; otherwise, the customer’s claim stands.
Final Note
The case of CA Ruchi Kedia vs Zomato is an example of how large online platforms may neglect genuine consumer grievances.
Choice4Voice.com has taken the first step by featuring this case. If Zomato fails to resolve, we will escalate legally under Consumer Protection Act, RBI Ombudsman, FSSAI, and BNS criminal provisions.
Consumers must know their rights and stand firm against unfair practices.
