How do I get a refund from Zomato for an order that wasn't delivered?

Open the order in the app → **Help / Support → Refund request** → pick the closest reason (‘order not delivered’, ‘missing items’) and attach photo evidence. Zomato auto-refunds cancelled orders to the original payment method when caught early. If the in-app bot refuses, escalate by email to **grievance@zomato.com** citing the National Consumer Helpline (1915), the Department of Consumer Affairs has publicly pressured Zomato over redressal delays.

Is there a cancellation fee on Zomato?

There's no fee for cancelling a Zomato Gold membership, you just lose future months. For food orders, Zomato can charge the **full order amount** as a cancellation fee once the restaurant has begun preparing the food (one widely-reported case showed a ₹237 charge). Cancel within the first minute of placing the order to avoid it.

Can I cancel a Zomato order after it's been placed?

Yes, but only briefly. Go to **Orders → select the order → Cancel Order**. If the restaurant hasn't accepted/started prep, Zomato auto-refunds to your original payment method. After acceptance, the cancel button often disappears or comes with a fee equal to the order value. Speed matters, the official guidance is literally ‘the sooner the better’.

How do I contact Zomato customer support by email?

Zomato hides email behind in-app chat, but several functional mailboxes work: **grievance@zomato.com** (escalation / Grievance Officer), **order@zomato.com** (live-order issues), **wallet@zomato.com** (refund credits), **info@zomato.com** (general). There is no public phone line, the Contact page routes you to the app's Support section for live orders.

How do I delete my Zomato account entirely?

Cancel any active Gold membership first (so future charges stop), then go to **Profile → Settings → Account → Delete Account**, or email **privacy@zomato.com** referencing your registered phone number and the IT Rules / GDPR right to erasure. Deletion is permanent, order history, saved addresses and Gold credits are wiped.

What should I do if Zomato ignores my refund request?

Escalate in this order: (1) reply in the same in-app ticket asking for written reasons; (2) email **grievance@zomato.com**, Zomato's Grievance Officer is mandated by the IT Rules to reply within 15 days; (3) file a complaint with the **National Consumer Helpline (1915)**, there were 2,828 Zomato grievances on the NCH in a single 12-month window, so the channel is active; (4) Section 75 / chargeback through your card issuer for non-delivery.

REFUND GUIDE

How to Get a Zomato Refund on a Cancelled Order.

Here's what Zomato actually owes you, what their policy quietly says, and how to escalate if they ignore the request.

Last verified 15 Jun 2026 against Zomato’s own Terms · UK, US, and EU rights covered below

The short answer

Zomato Gold itself is non-refundable once the membership fee is charged, cancelling only stops the next auto-renewal. Unredeemed Gold offers remain usable until the plan expires. Individual food orders are different: if you cancel before the restaurant accepts/prepares the order, Zomato auto-refunds to the original payment method. After the restaurant starts cooking, refunds become discretionary and often partial or denied.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Zomato, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What Zomato actually says

“The membership is non-transferable and non-refundable once purchased. For the avoidance of all doubts, the membership shall be automatically renewed upon expiry as per your already purchased membership plan and you authorize us to debit your payment method linked to Zomato Platform.”
, verbatim from Zomato’s terms

Pro-rata refund: noStatutory cooling-off: 14 days in UK + EU on new subs

How long does a Zomato refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Zomato has ~45 days to defend. Works regardless of where Zomato is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, United Kingdom, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Zomato charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

United Kingdom

Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Zomato can’t ignore.

European Union

ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Zomato is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The 4-step refund email

Email the right address
Use wallet@zomato.com, the route yoink has verified actually gets read for Zomato.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Zomato team,

I'm requesting a refund of the recent charge on my subscription, account [your account email].

Under the Consumer Protection Act 2019, I'm entitled to terminate this ongoing service by written notice. Please confirm by reply that the refund will be processed to my original payment method.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for Zomato

No. Zomato's Gold Terms state the membership is **non-transferable and non-refundable once purchased**. Cancelling only switches off the next auto-renewal, you'll keep the remaining benefits until expiry but you won't get money back for unused months. The only realistic refund path mid-cycle is to argue an unauthorised debit (e.g. no pre-debit notification) and email grievance@zomato.com.