Zoomcar — Booking Cancelled after Trip Completion; Refund for services charged but not provided

Booking for Trip ID: JPSN7C81P was cancelled after completion of the trip. No details were provided thereof. Also not refund was provided for 'Doorstep service' which was charged but not provided by Zoomcar.

Below are the facts of the case:

- Trip ID: JPSN7C81P Was booked from 09:00 PM on[protected] up to 10:00 PM on[protected]. The vehicle was Mahindra XUV 5OO (MH01BY4232).
- I had also availed a doorstep service paying additional fee.
- On[protected], the car was not delivered on the allotted time.
- I tried to reach out to the Zoomcar call center, However, the call was put on hold for endless time every time. Once, when the call was answered by the executive, I was again put on hold before the call being disconnected by the executive.
- I also tried to reach out to the number provided over SMS ([protected]). However, this number was continuously busy. After a lot of attempts, I was able to get in touch and it was way past the delivery time. This person pleaded about non availability of delivery persons and asked me to pick up the car from the specified location.
- I had to make my own arrangements to travel to the location to pickup the car, in spite of having paid a fee for doorstep service.
- At the location, neither the above person nor the host was available for providing assistance.
- The car was parked on the street and was covered in dust. The car was also not unlocked and another numerous rounds of calls followed to the above mentioned number.
- He somehow managed to unlock the car. I was able to pick up the car only by 11:00 PM on[protected].
- I also had to clean the car at my own expense.
- On returning from the trip, I again contacted ([protected]) to inform about trip completion and for picking up the car.
- The person seemed surprised and asked questions like which booking?, which car? What was the pick up time?. I told him the car is available for pick up and he should send someone for the same.
- He again mentioned unavailability of personnel and informed that the pick up would be delayed.
- The pick up was also delayed. The car was finally picked up at around 02:00 AM on[protected].
- All this time, the booking was shown as ‘upcoming’ until it was ‘cancelled’ on[protected]. How can the booking be cancelled after trip completion?

I therefore, seek

1. Refund the ‘doorstep service’ fee, which was collected upfront.
2. Refund of the cleaning expenses borne by me.
3. Compensation for the mental harassment before and after the trip failing which I shall take up the matter with the appropriate consumer forum.