Zomato — Complaint Against District for Unfair Refund Policy

Complainant Name: Adil khan
Email: [protected]@gmail.com
Phone Number: [protected]
Booking ID: CL[protected]
Date of Booking: 2nd April, 2025
Total Amount Paid: ₹402
Refund Offered: ₹155 (Unjustified Deduction)

I booked two movie tickets via District app by Zomato at ₹180 per ticket, totaling ₹360. Including platform charges, I paid ₹402. At the time of booking, I applied a ₹100 coupon, reducing the final amount I paid to ₹302.

Later, the theater reduced ticket prices to ₹130 per ticket. Since I was charged a higher price initially, I decided to cancel my booking and rebook at the new rate. However, upon cancellation, District app wrongly calculating my refund on ₹302 instead of ₹402 and is offering me only ₹155, which is completely unfair and incorrect.

The deductions include:

1. Handling charges – These were not transparently disclosed at the time of booking.

2. Coupon deduction – This is completely unjustified. Since the original booking was for ₹402, the refund should be calculated based on that amount, not after subtracting the coupon. If I had not used the coupon, I would have received a higher refund, which is clearly deceptive.

When I contacted customer service, they refused to refund the correct amount, providing vague justifications that were never clearly stated during booking. This is misleading and an unfair trade practice.

Relief Sought:

I demand a full refund of ₹402, as the cancellation was not due to my fault but due to a pricing change initiated by the theater. If a theater can lower prices after bookings, customers should have the right to cancel without unfair penalties. The refund should be calculated on ₹402, not ₹302, since that was the original amount charged before applying a discount.

I request the Consumer Forum to take strict action against this deceptive refund practice and ensure that customers are not penalized for price changes initiated by theaters.

Supporting Documents attached