My order no. [protected] with Zomato placed on 29th May 30, 2022 at 10.00 pm was cancelled due to order denied by delivery partner to deliver. After waiting 1 and half hour till around 11.30 pm my order got cancelled and I have not yet received my refund also. Matter was raised with Zomato Interactive Assistant ( zia ) and they informed that, your order has been cancelled due to an address mismatch and also informed money paid was deducted as cancellation charges for your order since we have to compensate our partners for the same. In this reference I want to inform that, address provided in the order was correct and saved one as Home with the Zomato app and regularly I am picking the same address at the time of placing the order.
Mail has also been send to zomato.com on raising the issue and ticket vide Id no. 17546968 also been initiated for the issue. I have also attached screen shot of the order summary along with ordered address for their ready reference. Now received the mail response from Zomato mentioning that, We understand that you have been charged a cancellation fee of INR 725.75. As per our policy if the order is prepared/ out for delivery and address provided by the customer is incorrect or user wants the order at a different address, a cancellation fee is charged as it leads to food wastage. As checked with the delivery person, the address provided by you was incorrect, due to which the order was declined. Since the food was already dispatched, we won't be able to initiate a refund for this instance.
I am totally disagree with Zomato as in the same address they delivered several times in the past. It’s false and they want to cover their own mistakes and mistake of their delivery person. It’s unfortunate and nuisance. Please look into this matter on priority. Was this information helpful? | 
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