I wish to raise a consumer grievance regarding Swiggy’s cancellation policy.
I placed an order and realised almost immediately that I had selected a restaurant much farther away, despite another restaurant being nearby. I contacted Swiggy support immediately and requested cancellation. I had also contacted the restaurant and asked them to hold preparation while the cancellation was being addressed.
Swiggy informed me that cancellation would attract a 100% cancellation fee, which the support agent confirmed meant 100% of my total bill.
My concern is that a charge equal to 100% of the order value is effectively a non-refundable order, yet it is presented as a “cancellation fee”. Further, Swiggy stated that this charge compensates the restaurant and delivery partner, but the same agent subsequently offered to waive 100% of the charge as a one-time exception.
I request the National Consumer Helpline to examine whether:
Such a 100% charge is being adequately and transparently disclosed to consumers; and
Describing the forfeiture of the entire order value as a “cancellation fee” is fair and appropriate.
I have attached screenshots of my complete conversation with Swiggy support, including timestamps, for your reference.
I request that this grievance be taken up with Swiggy and that I be advised of any further action available to me.
Rudraksh
VIP Road, Kolkata 700052, West Bengal
Recent Comments