Zoomcar — Car did not unlock despite unlocking in app - refund not issued

My group had booked a Zoomcar from Thane for a 1 day trip. On the morning of the trip (sat 13 aug) we tried opening the car doors through the app - the app said it is unlocked but the doors did not open . We tried for an hour while also attempting to get in touch with the Helpline multiple times, but no one picked up. There are detailed chats and call logs to prove this which have also been emailed to the company on [protected]@zoomcar.com

Since the car was not opening, we abandoned the trip plan and did not take the car. We tried canceling the booking and ask for our money back but to no avail.

However, after 1 day, the app started showing that the car was on the road and had not been returned. When zoomcar customercare finally picked up the call the next day on sunday, they infact said the car trip is still on and it has travelled 49kms - and we started getting messages saying we will need to pay late return fee - *when we didn't even take the car with us because the door locks wont open!*

This is outrageous and deserves to be punished. We demand our full booking amount to be returned and that this kind of consumer harassment should end.