Swiggy — Wrong charged a cancellation fee

Address:

Tower D, 9th Floor, IBC Knowledge Park, Bannerghatta Road Bengaluru Bangalore District Karnataka India - 560029

I placed an order on 30Sept 2020 using the Swiggy mobile app. The order amount total was Rs.954, (Order #[protected]) I provided the complete address for the delivery but my order was canceled by the back-end team of Swiggy stating that I didn't answer the calls made by the delivery executive. The entire order amount was charged as a cancellation fee and I was denied the refund entirely. The delivery executive never reached my place to deliver the order for which I was waiting for around half an hour. With the address details provided, it is imperative for the delivery person to reach the location and try to deliver the order but the Swiggy executive failed to deliver the order, and not just that, I was charged a cancellation fee above the inconvenience I had to face because of no food delivery.

I had to reorder the same food from another site (zomato) from the same restaurant. They were successfully able to deliver the food without having to get in touch with me over phone or chat. (pic attached)

The address provided is sufficient information to get the order delivered and if its not done properly by a company's executive and back-end team, it is for the company to pay the losses, not the customer.

I have attached the copy of the invoice for the cancellation amount sent by swiggy . I have also attached the order details of Swiggy order on which I was wrongly charged the cancellation fee and another order that I had to place due to swiggy's unprofessional take on my order cancellation.

Requesting you to kindly look into the matter and help me get my refund.
I have talked to multiple swiggy customer support executives but I have not received any help from the team