Zomato directed to pay Rs 10,000 and provide one free meal after the order got cancelled of a Chandigarh resident

As a result of the "deficit in rendering service and unfair trade practice", the Chandigarh State Consumer Disputes Redressal Commission ("State Commission") has ordered online food delivery firm Zomato to provide Rs 10,000 and a free meal to a customer. The State Commission granted relief to a resident of Chandigarh whose order under Zomato's promotional policy "On Time or Free" was canceled due to delivery delays.

Ajay Sharma, the customer, filed a complaint before the State Commission, claiming that Zomato cancelled his order, which was not delivered. This is a violation of Zomato's "on time or free" food delivery system.

Sharma recently placed an order for Pizza through Zomato at 10:15 pm and made the payment for on-time delivery. However, Zomato declined the order at 10:30 pm and processed a refund.

The State Commission said that the respondents should not have made the booking if there was any difficulty delivering the item at the relevant time. However, when Zomato charged Rs.10/- extra for the 'On-time or Free' campaign, they were expected to deliver the same on time, and in failing to do so as well as canceling the order on their own, they committed a deficiency in providing service and engaged in unfair trade practices.