Zomato — risk for customer in advance payment

Address:

682037

I had ordered for a milkshake and falooda through zomato. Not only it took nearly one hour to deliver the order, but when i received it, the milkshake was leaking and half of the bottle was empty. I had already paid for the order and
I was not willing to accept the order in such condition. Not only one cup was leaking, it has ruined the whole package. When i talked with the customer service initially they could only offer a mere 25% discount on the next order. After sending an email they agreed to return the cost of the leaked milkshake and not the whole package. My question was, from where does the risk of customer starts if one order food through the app? From their response it was clear to me that if the restaurant had given a low quality or bad package or even soiled food in front of the delivery boy or if the delivery boy mishandled the package, zomoto wouldn’t still take the responsibility. So why should we pay in advance for the service. They have till now not given a convincing reply except some automated email responses.