Swiggy — Complaint Against Swiggy for Unfair Cancellation Charges and Misleading Delivery Timeline - Order No. [protected]

On 24 Feb 2026, I placed a food order (Order No. [protected]) through the Swiggy mobile application. At the time of confirming the order, the estimated delivery time displayed was 30–40 minutes. Based on this representation, I proceeded with the payment and confirmed the order.

However, immediately after the order was placed and payment was successfully processed, the delivery time was automatically changed to approximately 70 minutes. This was significantly different from what had been shown earlier and directly influenced my decision to place the order.

Upon noticing this sudden change, I immediately attempted to cancel the order. The cancellation process itself was unnecessarily complicated, as I was required to go through the customer care chat system, which caused further delay. Despite initiating the cancellation at the earliest possible moment, Swiggy charged the entire order amount as a cancellation fee and refused to provide any refund.

Further, the customer care chat system does not provide any option to clearly state the actual reason for cancellation. It only offers a set of predefined reasons so that the AI chatbot can process the request. There is no provision to explain that the cancellation was due to the sudden and unjustified change in delivery time after payment. This restriction prevents consumers from properly presenting their grievance and results in unfair penalization.

I consider this to be:

. A misleading representation of delivery timelines to induce order placement.
. An unfair cancellation policy that penalizes consumers even when cancellation is due to incorrect information displayed by the platform.
. A deficiency in service under the Consumer Protection Act.
. An unfair trade practice by limiting consumers’ ability to communicate valid reasons for cancellation.

I respectfully request the Hon’ble Commission to:

. Direct Swiggy to refund the full amount deducted as cancellation charges.
. Take appropriate action against such misleading and unfair practices to prevent recurrence.
. Award compensation for the inconvenience and harassment caused.

I am prepared to provide screenshots, payment proof, and chat records in support of my complaint.

I request your kind intervention and justice in this matter.

Thanking you.

Yours faithfully,
Smitanjali Behera
[protected]
[protected]@gmail.com
Order No. [protected]