By S&S Co. Advocates & Solicitors · Published 2 September 2026 · Informational content, not legal advice
About this article: A general explainer prepared by S&S Co. Advocates & Solicitors on a recurring type of dispute. It does not report a specific judgment or order, names no parties and gives no case citation, so it should not be cited as authority. Law and practice change; please verify against the current statute and primary sources before relying on it.
Food and grocery delivery platforms commonly describe themselves as intermediaries between consumers, restaurants and delivery partners. When a paid order is marked as delivered but is never received, the consumer may complain of deficiency in service under the Consumer Protection Act, 2019. The Consumer Protection (E-Commerce) Rules, 2020 also set out obligations for e-commerce entities, including a grievance redressal mechanism.
A platform often argues that its liability is limited because last-mile delivery was performed by a separate delivery partner. Consumer commissions have generally looked at substance rather than self-description. Where the platform collects the payment, runs the order tracking and administers refunds through its own systems, it is difficult for it to push all responsibility onto the delivery partner.
Typical relief in these complaints includes a refund for the undelivered orders and compensation for the inconvenience and the time spent seeking a remedy. The platform's own records, such as delivery-status logs, are often important. The result in any case depends on the evidence and on the terms the consumer accepted.
Key Points
- Commissions look at the platform's actual control over payment, tracking and refunds and not only at its description of itself.
- The E-Commerce Rules, 2020 require a grievance officer and set response timelines.
- Screenshots and refund messages are the usual evidence.