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Swiggy Instamart charged a cancellation fee after the customer cancelled a prepaid order, with no clear justification or refund

SwiggyPC-2026-03363Food Delivery & Ride-hailingAnonymous ·
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I wish to raise a serious concern regarding Swiggy Instamart's cancellation and refund policy. I placed an order and completed the online payment. Subsequently, I cancelled the order myself. However, the platform imposed a cancellation fee, raising concerns about the transparency and fairness of its cancellation policy. I would like to bring the following legal provisions to the company's attention: Applicable Legal Framework: 1. Consumer Protection Act, 2019 – Section 2(47): Unfair Trade Practices. 2. Consumer Protection Act, 2019 – Section 35: Right to file a consumer complaint. 3. Consumer Protection Act, 2019 – Section 39: Consumer Commission's powers to order refunds and compensation. 4. Consumer Protection (E-Commerce) Rules, 2020 – Rule 4(8): Restrictions on imposing cancellation charges on consumers unless similar charges are borne by the e-commerce entity when it unilaterally cancels an order. Penalties under the Consumer Protection Act, 2019: - Section 88: Up to 6 months' imprisonment or a fine of up to ₹20 lakh, or both, for non-compliance with specified CCPA directions. - Section 89: Up to 2 years' imprisonment and ₹10 lakh fine for a first offence involving false or misleading advertisements prejudicial to consumers. Subsequent offences carry higher penalties. These penalties apply only when their respective legal conditions are established, not automatically because of a cancellation fee. My Demands: 1. Provide a written explanation justifying the cancellation fee. 2. Share the complete cancellation and refund policy applicable at the time of purchase. 3. Clarify whether the charges comply with applicable consumer protection regulations. 4. Review the deduction and issue an appropriate refund if the charge is found unjustified. If the issue remains unresolved, I reserve the right to approach the National Consumer Helpline and the appropriate Consumer Disputes Redressal Commission. Consumer rights are protected by law, and digital platforms must remain accountable for their policies and practices. I expect a formal response from Swiggy Instamart grievance redressal team. Nandita Sinha Rahul Bothra Sriharsha M. Phani Kishan Addepalli #ConsumerRights #ConsumerProtectionAct2019 #SwiggyInstamart #LegalRights #ConsumerGrievance #Accountability ​ ​ ​ ​

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  1. Case filed

    Filer · 3 Nov 2026, 9:09 pm

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