In a landmark ruling, a Bengaluru-based matrimonial service, Dilmil Matrimony, has been ordered to pay ₹60,000 as compensation to Vijaya Kumar KS, who paid the company ₹30,000 for matchmaking services that failed to deliver. Kumar had approached Dilmil Matrimony in March 2024 to find a suitable bride for his son, Balaji. Despite promises made by the company to deliver potential matches within 45 days, Kumar received no profiles, leading him to request a refund after several months of waiting.
The case, which unfolded in a consumer court, highlights the growing demand for accountability within India’s burgeoning online matrimonial services industry. The court ruled that the company failed to provide the promised service and failed to address Kumar’s complaints appropriately. This ruling comes at a time when matrimonial platforms are becoming a go-to solution for matchmaking in India, making the issue of service delivery and consumer satisfaction more critical than ever
Background of the Case
In his complaint, Kumar explained that he had provided the company with the necessary documents and photographs of his son, as per the service requirements. In return, Dilmil Matrimony had assured him that they would send him profiles of eligible women within 45 days. However, after months of inaction, Kumar visited their office multiple times, seeking updates on potential matches, only to be met with evasive responses. The situation escalated in April 2024 when Kumar, frustrated by the lack of progress, asked for a refund.
According to Kumar, he was verbally abused by staff during his visit and was denied any assistance. The company, on the other hand, claims that they had shared several profiles with Kumar, one of which he showed interest in. However, the family of the woman in question declined the proposal. The company further stated that they offered a refund in cases where services were not delivered as promised or when a client found a match elsewhere. Despite these claims, the company’s failure to issue a refund or resolve the matter amicably led Kumar to take legal action
The Court’s Ruling
The consumer court found in favor of Kumar, concluding that Dilmil Matrimony had failed to fulfil its obligations. The court noted that no profiles were provided to Kumar that met his expectations, and the company did not respond to his repeated requests for a refund. The judgment emphasized that service providers must adhere to the promises made in their advertisements and contracts, especially when customers have paid a significant fee for services that are not rendered as expected.
The court also noted the verbal abuse Kumar received, highlighting the company’s failure to address his complaints professionally and respectfully. As a result, Dilmil Matrimony was ordered to pay ₹60,000 in compensation, which includes the original fee of ₹30,000 along with an additional ₹30,000 for the inconvenience caused.
Implications for Matrimonial Services
This case underscores the growing need for accountability within the online matrimonial industry. With an increasing number of people turning to digital platforms for matchmaking, ensuring that these services meet customer expectations is vital to maintaining trust. The ruling sets an important precedent, signalling that consumers can expect transparency, timely service, and respect when using such services.
Matrimonial platforms, especially those charging significant fees, must ensure that their promises align with the services provided. They must also be prepared to handle customer grievances professionally. This case could encourage other consumers to assert their rights and demand compensation for unmet services, potentially prompting a more customer-centric approach across the industry.
In light of the ruling, matrimonial services may need to revise their policies, ensuring clear and fair refund procedures, as well as better communication with clients. The expectation that these services offer real matches, rather than mere profiles, will likely influence how they operate in the future.
