In a landmark ruling, the Ernakulam District Consumer Disputes Redressal Forum has directed Kerala Matrimony to compensate a disappointed customer ₹25,000, in addition to refunding his subscription fee and covering litigation costs.
The case, brought forward by a Cherthala resident in May 2019, highlighted significant shortcomings in the services provided by Kerala Matrimony. The complainant had enrolled on the site in 2018, driven by the allure of its vibrant advertisements. Encouraged by a representative, he paid ₹4,100 for a three-month subscription, expecting access to potential matches. However, he claimed that post-payment, his inquiries went unanswered, prompting him to seek redress through the consumer court.
District forum President DB Binu, along with members Ramachandran V and Sreevidhia TN, concluded on May 15 that Kerala Matrimony failed to fulfill its advertised commitments. The forum noted that the company’s eye-catching promotions were misleading and did not translate into the promised services.
Kerala Matrimony contended that it merely provided access to a database of profiles, with no guarantee of finding a match. They argued that their role was intermediary, facilitating access to information uploaded by users themselves. The company claimed to have provided the complainant with multiple profiles and the means to contact up to 50 potential matches.
Despite these defenses, the consumer court found insufficient evidence that Kerala Matrimony had delivered on its promises. Public opinions from social media, presented by the complainant, supported the view that he was not alone in his dissatisfaction.
As a result, Kerala Matrimony has been ordered to refund the subscription fee with interest, pay ₹25,000 in compensation, and cover ₹3,000 in litigation costs.
