Consumer court directs refund of Rs 1.31L to customer for failing to deliver e-scooter

Rourkela: The district consumer court in Sundargarh has directed store managers of Ola Electric in Sundargarh and Bonai and the company’s head office in Bengaluru to refund Rs 1,31,314 to a complainant for failing to deliver an e-scooter despite full advance payment.

The District Consumer Disputes Redressal Commission also ordered an additional Rs 60,000 to be paid to the complainant as compensation for deficiency in service and litigation expenses.Sanjeet Kumar Mahananda, 40, a resident of Ranghadhipa, Sundargarh, had booked an e-scooter on Feb 4, by paying Rs 49,499 online. On Feb 18, he visited the Bonai store and paid the remaining Rs 81,815 to complete the purchase. After full payment, the Ola website reflected, “Payment successful, document verification in progress” with an estimated delivery date of March 10.However, the vehicle was not delivered within the promised time-frame, nor was the amount refunded. Despite repeated inquiries, Mahananda received no satisfactory response from the showroom. He subsequently filed a complaint with the commission on April 25.In their written response, the dealers claimed that the estimated delivery date was clearly communicated at the time of booking and that the vehicle was ready within the stipulated time.

They alleged that Mahananda refused to accept delivery without providing any valid reason, causing operational disruption. They also argued that the delivery timelines shown in the app were indicative and not legally binding.After reviewing the case, the commission found that the vehicle was not delivered despite full payment, constituting a deficiency in service. In its judgment pronounced on Oct 15, the commission directed the parties to refund Rs 1,31,314 to Mahananda, along with Rs 50,000 as compensation for mental agony and deficiency in service, and Rs 10,000 towards litigation expenses.

The total amount is to be paid within 30 days of the order, failing which it will attract an interest of 9% per annum until realisation.Chinmay Jena, sales manager of the Ola showroom in Sundargarh, said the customer had booked a newly launched model. “We had got the model in our showroom a bit late and therefore timely delivery was not possible. After the model arrived in our showroom, we immediately informed him to take the vehicle but he refused,” he said.