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Unjust Order Cancellation Policy and App Malfunction on Zomato


I am writing to report an issue with Zomato’s order cancellation policy and a malfunction in their app that caused me significant inconvenience and financial loss.

On June 02, 2024, at 01:18 AM, I placed an order for a sweet item from Haldiram via the Zomato app [ORDER NUMBER: 5863516099 ]. Unfortunately, I selected the wrong delivery address. Within a minute of placing the order, I tried to change the address, but the app did not allow me to do so, forcing me to cancel the order.

Despite the immediate cancellation, Zomato refused to refund my money, claiming that the food would be wasted. This justification is unacceptable for several reasons:

Nature of the Product: The sweet item I ordered is typically prepared well in advance and not made to order.
Immediate Cancellation: I cancelled the order within a minute, making it highly unlikely that the restaurant had already started preparing my order.
App Malfunction: The option to change the delivery address after placing an order exists but does not work, indicating a flaw in the app’s functionality.
This is not an isolated incident; I have faced similar issues with Zomato in the past where my money was deducted without a proper refund due to their unfair policies and app errors.

I urge Zomato to:

Refund the full amount of my cancelled order.
Fix the app functionality to allow address changes post-order placement.
Reevaluate their cancellation policy to ensure fairness for all customers, especially for quick cancellations.
Zomato’s current practices are unfair and exploitative, and they need to address these issues immediately to prevent further customer dissatisfaction.

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