India’s top food delivery platforms, Zomato and Swiggy, are once again in the spotlight—but not for delivering your favourite biryani in record time. Instead, the Central Consumer Protection Authority (CCPA) is tightening the screws on the aggregators, demanding more consumer-friendly policies around order cancellations, refunds, and food quality. This move follows a surge in complaints that have left many customers feeling short-changed and unheard.
In this article, we’ll take a closer look at why Zomato and Swiggy are facing regulatory heat, what the CCPA is demanding, and how these changes could impact millions of food delivery customers across India.
The Complaint Avalanche: Thousands Speak Out
In 2024 alone, the National Consumer Helpline (NCH) received 10,590 complaints against Swiggy, with nearly 4,000 related to service deficiencies and 912 concerning refunds not being processed. Zomato, too, wasn’t far behind, with 7,938 total complaints.
The most common grievances? High cancellation charges, late deliveries, and poor-quality food. Consumers allege that they are forced to pay hefty fees—sometimes as high as 90% of the order value—even when delays or delivery issues are clearly on the aggregator’s side.
“Why should I pay to cancel an order just because the delivery agent is stuck or unavailable? The platform delayed, not me,” one disgruntled user wrote on social media.
What’s the Regulator Saying?
The CCPA, which had launched a suo-motu investigation into Zomato and Swiggy last October, is now preparing to ask the platforms to:
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Revise their order cancellation policies to be more consumer-centric
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Cap or eliminate steep cancellation charges, especially when the fault lies with the aggregator
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Ensure swift refunds in cases of delays or cancellations
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Make necessary software changes to enable these reforms on their apps
A senior official close to the matter said, “Customers should not be penalized for deficiencies of the platform. Zomato and Swiggy need to change their cancellation policies.”
The Platforms’ Defense: “We Still Pay the Restaurant”
Zomato and Swiggy have consistently argued that cancellations post-preparation cause losses. Once food is prepared, they are obligated to pay the restaurant, whether or not it reaches the customer. Allowing free cancellations, they say, could disrupt the entire supply chain.
“If the order is cancelled after the kitchen starts cooking, we still have to pay the restaurant,” said a person familiar with the companies’ internal operations.
While this may explain some costs, consumers and regulators argue that in cases of platform-induced delays—like when a delivery agent is not assigned on time—the customer deserves a full refund, regardless of kitchen progress.
The Food Quality Debate: Who’s Responsible?
Another major pain point for customers is substandard food delivery. A growing number of complaints detail experiences with stale, unhygienic, or cold meals—raising the question: Who is accountable?
Swiggy and Zomato have long claimed they are mere aggregators, not responsible for the food’s quality or pricing. But legal experts disagree.
“They may be platforms, but once they facilitate the transaction and delivery, they are bound by food safety regulations,” noted a consumer rights lawyer.
“If the food is unhealthy or bad, they are as accountable as the restaurant.”
There are growing calls for the platforms to penalize restaurants that violate standards and to offer 100% refunds to affected customers.
Credits: MoneyControl
What This Means for You
If you’re a regular user of food delivery apps, the CCPA’s action could mark a major shift in how these platforms operate:
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Lower risk of losing money due to last-minute order cancellations
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Improved customer service and transparency in refund timelines
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Better food quality control, with more accountability for both aggregators and restaurants
As the CCPA finalizes its recommendations, all eyes will be on how Zomato and Swiggy respond. Will they revise their practices—or risk losing consumer trust?
Until then, your next cancelled order might just be a little less bitter to swallow.
