Deepak_9155
TF Premier
Recently, while deleting some old emails, I came across a Zomato order I had placed back in October 2023. I remembered there was an issue with the order, and Zomato had promised me a partial refund. At the time, I didn’t follow up much, assuming it would be taken care of automatically.
But when I checked, I realized I had never received the refund.
So I decided to follow up recently. The order was paid using a HDFC RuPay credit card via CRED Pay. I reached out to Zomato through Twitter, and after some back-and-forth, they called me on 6 July 2025. During the call, they admitted that the refund attempts had failed due to some payment gateway issue, and instead offered me Zomato credits valid for one year.
I clearly told them I don’t want Zomato credits - I paid in real money and expect the refund back to my original payment method. They said they would send an email confirming this, and I have since received that email, where they officially confirmed that the refund was never processed successfully.
To be clear, the actual promised refund amount was less than ₹100, but that's not the point - the issue is about accountability and how Zomato handled (or rather, didn’t handle) the refund for over 500 days. Instead of resolving the issue properly, they’ve offered wallet money and stopped responding on Twitter.
I also reached out to CRED for transaction details, but they told me they don’t store data older than 1 year — which I find hard to believe.
As far as I understand, the RBI has very clear guidelines regarding failed or delayed digital payment refunds. Refunds must be completed within T+5 working days, and beyond that, ₹100 per day compensation becomes applicable until the refund is processed. Zomato has completely ignored this aspect.
How can I file an official complaint with the RBI to escalate this issue and claim the compensation? I want to know the exact steps to raise this with the RBI Ombudsman, now that Zomato has clearly admitted the refund failure and it’s far beyond the allowed timeline.
Also, how can I make sure the ₹100/day compensation (as per RBI guidelines) is acknowledged and addressed in the complaint?
Would really appreciate step-by-step help or inputs from anyone who’s gone through something similar.
Thanks in advance!
But when I checked, I realized I had never received the refund.
So I decided to follow up recently. The order was paid using a HDFC RuPay credit card via CRED Pay. I reached out to Zomato through Twitter, and after some back-and-forth, they called me on 6 July 2025. During the call, they admitted that the refund attempts had failed due to some payment gateway issue, and instead offered me Zomato credits valid for one year.
I clearly told them I don’t want Zomato credits - I paid in real money and expect the refund back to my original payment method. They said they would send an email confirming this, and I have since received that email, where they officially confirmed that the refund was never processed successfully.
To be clear, the actual promised refund amount was less than ₹100, but that's not the point - the issue is about accountability and how Zomato handled (or rather, didn’t handle) the refund for over 500 days. Instead of resolving the issue properly, they’ve offered wallet money and stopped responding on Twitter.
I also reached out to CRED for transaction details, but they told me they don’t store data older than 1 year — which I find hard to believe.
As far as I understand, the RBI has very clear guidelines regarding failed or delayed digital payment refunds. Refunds must be completed within T+5 working days, and beyond that, ₹100 per day compensation becomes applicable until the refund is processed. Zomato has completely ignored this aspect.
Now I need help with the next steps:
How can I file an official complaint with the RBI to escalate this issue and claim the compensation? I want to know the exact steps to raise this with the RBI Ombudsman, now that Zomato has clearly admitted the refund failure and it’s far beyond the allowed timeline.
Also, how can I make sure the ₹100/day compensation (as per RBI guidelines) is acknowledged and addressed in the complaint?
Would really appreciate step-by-step help or inputs from anyone who’s gone through something similar.
Thanks in advance!
