Delhi Consumer Forum Rules Against Zomato
Manoj Kumar, a Zomato Gold customer, successfully sued the food delivery giant Zomato after two of his food orders, placed for a niece's birthday celebration, were cancelled without proper justification. A Delhi consumer disputes redressal commission has ordered Zomato to pay Kumar a total of ₹8,250.61, significantly more than the original ₹250.61 value of the cancelled orders.
The Cancelled Birthday Orders
In August 2024, Kumar placed five separate food orders through Zomato for a family birthday event. While three orders were delivered successfully to his address, two orders, valued at ₹146.73 and ₹103.88 respectively, were abruptly cancelled by Zomato. The platform cited "not reachable" as the reason for cancellation, a claim disputed by Kumar, who noted that other orders were delivered without issue.
Furthermore, Kumar alleged that Zomato initially refused to refund the amount for the cancelled orders, instead attempting to levy cancellation charges.
Commission Finds "Deficiency in Service"
The Delhi consumer commission, comprising President Sanjay Kumar and Members Nipur Chandna and Rajesh, reviewed the case (Manoj Kumar v Zomato Private Limited). The commission found Zomato responsible for a "deficiency in service" and engaging in "unfair trade practice," particularly highlighting Kumar's status as a Zomato Gold member.
Crucially, Zomato failed to appear before the forum or submit a written defense within the statutory period, despite being served notice. Consequently, the commission proceeded ex parte (without defense) against the company on June 10, 2025. Kumar subsequently provided evidence, including order summaries and customer support chat transcripts, which remained unrebutted by Zomato.
Zomato Ordered to Pay ₹8,250.61
The final order, passed on May 11, 2026, directs Zomato to:
- Refund ₹250.61 (the value of the cancelled orders) with 6% annual interest from the date of the order until payment.
- Pay ₹5,000 as compensation for the mental agony, harassment, and humiliation suffered by Manoj Kumar.
- Pay ₹3,000 towards litigation costs.
Zomato has been given 45 days from the receipt of the order to comply with the commission's directive.