Verified: 31 July 2026 04:30 am IST
Industry: Entertainment, Ticketing & “Going-Out” Services
Jurisdiction: India
Primary Regulator: Department of Consumer Affairs (CCPA)
Important Safety Warning: Beware of the “Fake Ticket Refund Scam.” Scammers frequently buy ads on Google displaying fake District (formerly Paytm Insider) customer service helplines. This is a scam. Zomato/District staff will never ask you to download a screen-sharing app (like AnyDesk) or ask for your UPI PIN to process a “refund” for a cancelled concert or event.
Level 1: Customer Support (Initial Complaint)
How to complain: Do not search for random phone numbers online. Open the District App (or the Zomato app if the ticketing feature is still cross-listed there) and navigate to the ‘Help & Support’ section. From your order history, select the specific event ticket and initiate a Live Chat for the fastest response. You can also email the unified support desk at help@zomato.com. You must ensure you receive a unique ticket or reference number.
Availability: In-app Live Chat operates 24/7.
Timeline: The Level 1 team typically resolves ticket transfer, booking failure, or event query issues within 24 to 48 hours.
Level 2: Internal Escalation (Grievance Officer)
Who to contact: If Level 1 fails to resolve your issue or refund your money for a cancelled event, you must escalate it internally. Write an email to the designated Zomato Grievance Officer at grievance@zomato.com, clearly stating your original District/Zomato booking ID and Level 1 reference number. Written legal notices must be sent via physical post to their corporate headquarters: Grievance Officer, Eternal Limited (formerly known as Zomato Limited) Pioneer Square, Ground Floor, Golf Course Extension, Gurugram, Haryana – 122102, India.
Timeline: Under the Consumer Protection (E-Commerce) Rules, 2020, the Grievance Officer must legally acknowledge your complaint within 48 hours and resolve it within one month from the date of receipt.
Level 3: Regulatory Authority (National Consumer Helpline)
Authority: Department of Consumer Affairs (National Consumer Helpline).
Portal/Contact: If Zomato’s Grievance Officer rejects your claim, or the company fails to refund a cancelled premium event after one month, you have exhausted internal remedies. You must register your grievance on the National Consumer Helpline (NCH) by calling 1915 or visiting consumerhelpline.gov.in.
Level 4: Legal Action (Final Step)
Pre-Litigation: Ensure you have documented all correspondence, including the final rejection from the Grievance Officer, to serve as evidence for the Consumer Commission.
Court/Arbitration: If pre-litigation fails, file a formal complaint for “Deficiency of Service” against Zomato Limited (as the parent company of the District ticketing business). You can file this case entirely online with the District Consumer Disputes Redressal Commission using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Community Action: Is District (Zomato) refusing to refund a cancelled concert ticket? Reply below (do not share your passwords or full billing details), and our community will point you to the right resources!