On 16 February, Zomato sent an email to the restaurants listed on its platform. It concerned changes in its order cancellation policy and came out of the blue—unsolicited and unilateral.
The revised policy—which will go into effect on 24 February 2020—caps compensation for restaurants in the event of order cancellations by customers based on various conditions. Conditions such as whether the order is already marked as ready for pick-up or how much of the estimated delivery time has passed.
According to a copy of the email accessed by The Ken, if the order isn’t marked ‘ready’ at the time of cancellation, Zomato will only compensate 40% of the order value.