Swiggy — Order cancellation by Swiggy and penalty policy

Order #[protected] placed on 27th September.9:05pm.
Customer executive calls and informs order delayed hence food will arrive by 10:30 pm
BY 10:01 Swiggy cancels order and initiates refund without informing me, bill value and refund value Rs 360.
When customer cancels order after merely 1minute a 100% penalty of bill value is charged by Swiggy then why is Swiggy not liable to pay similar penalty charges to customer? Isn't it unethical practice by Swiggy where they can charge penalty but they won't provide penalty to customers?