Customer wins ₹10,520 payout over 3-inch pizza size gap

The commission's order, issued within 45 days, directs the opposite parties to pay ₹10,520 in total. That amount includes ₹505 for the pizza, ₹15 in delivery charges, ₹5,000 as compensation for mental and physical harassment, and ₹5,000 as litigation expenses.

The e-commerce platform tried to distance itself from the case. It argued that it operates only as an intermediary connecting users with third-party restaurants and that its function is limited to delivering orders as per the description. The commission examined the evidence and affidavits submitted by the complainant. It proceeded ex parte against the seller, which did not file a response.

The commission observed that the pizza was not delivered according to the placed order and that no refund was provided. It held the platform responsible because the app played an integral role in the service chain, from accepting the order and coordinating with the restaurant to executing the delivery.