The district forum determined that Kerala Matrimony failed to deliver the necessary services to a customer who registered on the website in hopes of finding a suitable match and was misled by its attractive advertisements
A district consumer disputes redressal forum (DCDRC) at Ernakulam, Kerala, ordered Kerala Matrimony to pay ₹25,000 as compensation to a man who alleged that the matrimonial services website failed to deliver on its promise to find him a bride. District forum President DB Binu and members Ramachandran V and Sreevidhia TN passed the order, concluding that there was a deficiency of service on the part of Kerala Matrimony.
The forum noted that the complainant was one of several ‘victims’ of the matrimonial website, citing public opinions from social media presented by the complainant. The court’s ruling stated that Kerala Matrimony had used attractive displays to catch the attention of seekers but failed to provide necessary services and did not produce any evidence to prove they had delivered the promised service.
The complaint, filed by a Cherthala native in May 2019, stated that he had submitted his biodata on Kerala Matrimony’s website in 2018. Subsequently, a representative from Kerala Matrimony urged him to pay ₹4,100 for a three-month subscription to be matched with potential brides. He paid the amount in January 2019 but claimed that his attempts to contact Kerala Matrimony went unanswered after the payment.
Frustrated, he filed a consumer complaint seeking a refund. Kerala Matrimony countered that the complainant was enrolled in their classic package, allowing access to multiple profiles and communication features, arguing their role was only to provide access to information uploaded by customers. However, the DCDRC found no substantial evidence that Kerala Matrimony delivered on its promises. Consequently, the forum ordered Kerala Matrimony to refund the ₹4,100 fee with interest, pay ₹25,000 as compensation, and ₹3,000 in litigation costs.
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