[Resolved]  Zomato — refund related to an order not being accepted by a partner restaurant

I had placed an order with Leon Grill, Marathahalli on 7th June at 9:43 PM #[protected].
It had been 10 minutes that the restaurant wasn't confirming the order. Owing to my hunger pangs, I had to cancel the order at 9:52 PM due to such a delay of even accepting the order and then placed a fresh order with a different restaurant. I then spoke to a customer care agent at Zomato, who after i explained the whole issue said that the refund for the order has been initiated and will be provided in 24 to 48 hours in my mode of payment.
I was falsely promised about the refund being provided as it did not reflect in my paytm account. How can a customer be charged for as huge as Rs. 488 as a cancellation fee (which is equal to the order amount) and that too, when a restaurant was not confirming the order despite 10 minutes of the order being placed and the order status was not even "In progress" for Zomato to charge a cancellation fee.
Please note that I've already written to [protected]@zomato.com and they have mentioned that if the order gets cancelled after acceptance, the policy says that there is no refund but I've already emphasised in my e-mails to them that the order was not accepted by the restaurant and hence, was cancelled and so, that policy clearly does not come into picture in this case.
Request you to provide a refund as Rs. 488 is too large an amount to be charged as a cancellation fee for an order your partner restaurant wasn't accepting (10 minutes is a long time for any restaurant to just accept an order).