Zomato — food delivered had spilled and was inedible; zomato refuses to address the issue.

I had placed a Zomato order from eat.fit on 21 Aug for a bowl of Thai Curry. The Thai curry had spilled from the bowl and into the sealed packet, and was dripping from the side of the packet too. I raised a complaint with Zomato support and they apologized and said they would refund it in Zomato credits. I informed them that I was unwell and would prefer if they could have the order sent again instead of refunding because I had to take medication. They refused. I asked them to then refund the amount to my bank account through GooglePay which was how I had made the payment for the order. They refused, saying that I can only get a refund through Zomato credits. I told them that I didn't want credits because I should get the refund in the method that I paid, not some other way that forced me to use their services again. They asked me to send an email to [protected]@zomato.com which I did, where I attached screenshots of the support chat and explained it all again on that very day. I received the automated email with my unique ticket id saying that I will receive a response in 24-48 hours. It has been six days since and I haven't received any email. I have sent two reminders since then on the email thread. I have also contacted the support chat on the app, where they told me that they are escalating my request from their end to make sure that my issue is dealt with in 24 hours, even then nothing happened.

This is horrible customer service from an app that prides itself on its customer service. This is also a breach of the principles of contract law. They did not uphold their end of the contract, which was to provide me with my food on time and in edible condition, and then they refuse to repay me the money I paid for it.

I want my money (Rs 110.20) to be refunded and I want compensation for the mental harassment the whole process has caused me.