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Customer sues eatery, food delivery platform for ₹505 pizza order, wins ₹10,520 payout over ‘3 inch’ issue

A customer in Uttarakhand was awarded ₹10,520 by a consumer commission after ordering two 10-inch pizzas for ₹505 but receiving 7-inch pizzas. The District Consumer Disputes Redressal Commission, Haridwar, held both the food delivery platform and the eatery responsible for deficiency in service and unfair trade practice.

By Tertius News AI Desk 2 outlets · 2 articles Version 1 Coverage Aug 23–24, 2026 Published 1d ago

Consumer Commission Rules in Favour of Customer

A customer from Uttarakhand has been awarded ₹10,520 by a consumer commission after ordering two pizzas for ₹505 that were delivered smaller than advertised. The District Consumer Disputes Redressal Commission, Haridwar, held both the online food delivery platform and the eatery responsible for the lapse.

The customer had ordered two pizzas through a food delivery platform, where they were listed as 10 inches. However, the pizzas delivered were only 7 inches in size—three inches smaller than promised. When the customer raised the issue through the platform's customer support chat, no refund was granted.

Escalation and Legal Proceedings

After failing to get a resolution through customer support, the customer escalated the matter by approaching the National Consumer Helpline (NCH) and the CPGRAMS portal, and also sent a formal legal notice. When these steps did not yield a refund, he filed a complaint with the consumer forum.

The commission, headed by President Gagan Kumar Gupta along with members Dr Amresh Rawat and Ranjana Goyal, observed that delivering pizzas three inches smaller than the size mentioned on the platform amounted to a deficiency in service and an unfair trade practice.

Commission's Order and Rationale

The commission ordered the opposite parties to jointly and severally pay the complainant ₹10,520 within 45 days. This amount includes ₹505 towards the price of the pizza, ₹15 for delivery charges, ₹5,000 as compensation for mental and physical harassment, and ₹5,000 for litigation expenses.

During the proceedings, the food delivery platform argued that it was merely an intermediary connecting customers with third-party restaurants, with its role limited to delivering orders and no control over manufacturing, preparation, or packaging. However, the commission rejected this defense, holding that the platform played an integral role in the service chain—from accepting the order to coordinating with the restaurant and executing the delivery.

The commission proceeded ex parte against the second opposite party, the seller or eatery, after it failed to file a response.

How each outlet told it

Livemint as of Aug 23, 2026, 5:45 AM UTC

Framing: Headline emphasizes the lawsuit and payout, framing it as a 'wins' outcome, but does not mention the consumer commission's decision. — Slightly sensational with 'wins' and 'fine', but mostly factual.

Facts Included:

Customer from Uttarakhand sued eatery and food delivery platform for ₹505 pizza order.
Won ₹10,520 payout over '3 inch' issue.
Ordered 10 inches pizza but received 7-inch pizza, as per Indian Express report.
Customer support chat unable to address issue, denied refund.
Approached National Consumer Helpline (NCH), CPGRAMS portal, sent formal legal notice.
Commission headed by President Gagan Kumar Gupta, members Dr Amresh Rawat and Ranjana Goyal.
Commission observed deficiency in service and unfair trade practice.
Ordered joint and several payment of ₹10,520 within 45 days, including ₹505 pizza price, ₹15 delivery charges, ₹5,000 compensation, ₹5,000 litigation expenses.
Platform argued it was intermediary, with limited control over manufacturing and preparation.
Commission proceeded ex parte against second opposite party (seller/eatery) for failing to respond.
Commission held platform responsible as it played integral role in service chain.

Read the source article →

Outlook Money as of Aug 24, 2026, 2:17 PM UTC

Framing: Headline emphasizes the compensation amount and the consumer commission's order, but leaves out the specific issue of size discrepancy. — Neutral and factual; describes proceedings without emotional language.

Facts Included:

Customer ordered two pizzas for Rs 505 through an online food delivery platform.
Pizzas were listed as 10 inches but delivered at 7 inches.
Customer raised issue via platform's customer support chat but did not receive a refund.
District Consumer Disputes Redressal Commission, Haridwar, held platform and eatery responsible.
Commission comprised President Gagan Kumar Gupta and members Dr Amresh Rawat and Ranjana Goyal.
Commission observed deficiency in service and unfair trade practice.
Customer approached National Consumer Helpline (NCH), CPGRAMS portal, and sent formal legal notice.
Platform argued it was an intermediary, not manufacturer, preparer, packager, or seller.
Commission proceeded ex parte against second opposite party (seller/eatery) for failing to respond.
Commission rejected platform's intermediary position, holding it integral part of service chain.
Ordered joint and several payment of Rs 10,520 within 45 days: Rs 505 pizza price, Rs 15 delivery, Rs 5,000 compensation for harassment, Rs 5,000 litigation expenses.

Read the source article →

What was claimed, and who backed it

Each row is one claim, attributed to the outlet whose wording states it most clearly. Confidence rates how directly the source text states the claim — explicit and unhedged rates high; hedged, pieced-together, or internally inconsistent statements rate lower. It does not measure whether the claim is true. Status counts the distinct outlets we found asserting it — so a single-source claim can still show high confidence, and a multi-source claim can show medium. Every one of those outlets is named beside the status, so you can check the count against the list. For claims extracted before we began storing that list, the row says so: it names the outlet the claim is quoted from and states that we have not recorded which outlets backed it. Outlets wrote at different times, so a figure that evolves — a casualty count, for example — can legitimately differ between rows; check the "as of" time next to each claim's source.

Claim	Confidence	Status
ClaimA customer from Uttarakhand ordered two pizzas for Rs 505 through an online food delivery platform.	ConfidenceHigh	StatusMulti-source (2 outlets) via Outlook Money as of Aug 24, 2026, 2:17 PM UTC, Livemint as of Aug 23, 2026, 5:45 AM UTC
ClaimThe pizzas were listed as 10 inches on the platform but the customer received 7-inch pizzas.	ConfidenceHigh	StatusMulti-source (2 outlets) via Outlook Money as of Aug 24, 2026, 2:17 PM UTC, Livemint as of Aug 23, 2026, 5:45 AM UTC
ClaimThe customer raised the issue through the platform's customer support chat but was not given a refund.	ConfidenceHigh	StatusMulti-source (2 outlets) via Outlook Money as of Aug 24, 2026, 2:17 PM UTC, Livemint as of Aug 23, 2026, 5:45 AM UTC
ClaimThe customer approached the National Consumer Helpline (NCH), the CPGRAMS portal, and sent a formal legal notice before filing a complaint with the consumer commission.	ConfidenceHigh	StatusMulti-source (2 outlets) via Outlook Money as of Aug 24, 2026, 2:17 PM UTC, Livemint as of Aug 23, 2026, 5:45 AM UTC
ClaimThe District Consumer Disputes Redressal Commission, Haridwar, headed by President Gagan Kumar Gupta and members Dr Amresh Rawat and Ranjana Goyal, observed the case was one of deficiency in service and an unfair trade practice.	ConfidenceHigh	StatusMulti-source (2 outlets) via Outlook Money as of Aug 24, 2026, 2:17 PM UTC, Livemint as of Aug 23, 2026, 5:45 AM UTC
ClaimThe commission ordered the opposite parties to jointly and severally pay the complainant Rs 10,520 within 45 days, including Rs 505 for the pizza price, Rs 15 for delivery charges, Rs 5,000 as compensation for mental and physical harassment, and Rs 5,000 for litigation expenses.	ConfidenceHigh	StatusMulti-source (2 outlets) via Outlook Money as of Aug 24, 2026, 2:17 PM UTC, Livemint as of Aug 23, 2026, 5:45 AM UTC
ClaimThe food delivery platform argued it was merely an intermediary connecting users with third-party restaurants and had limited control over manufacturing, order preparation, and packaging.	ConfidenceHigh	StatusMulti-source (2 outlets) via Outlook Money as of Aug 24, 2026, 2:17 PM UTC, Livemint as of Aug 23, 2026, 5:45 AM UTC
ClaimThe commission proceeded ex parte against the second opposite party (seller/eatery) for failing to file a response.	ConfidenceHigh	StatusMulti-source (2 outlets) via Outlook Money as of Aug 24, 2026, 2:17 PM UTC, Livemint as of Aug 23, 2026, 5:45 AM UTC
ClaimThe commission held the e-commerce platform responsible for the error because the online app played an integral role in the service chain, from accepting the order to coordinating with the restaurant and executing the delivery.	ConfidenceHigh	StatusMulti-source (2 outlets) via Outlook Money as of Aug 24, 2026, 2:17 PM UTC, Livemint as of Aug 23, 2026, 5:45 AM UTC

Transparency & Audit Trail

2 outlets · 2 articles consulted: Livemint, Outlook Money 9 claims extracted Version 1 Written 2026-08-24