A district consumer disputes redressal forum (DCDRC) in Ernakulam, Kerala, recently ordered Kerala Matrimony to pay ₹25,000 in compensation (in addition to costs) to a man who claimed the matrimonial service failed to fulfill its promise of finding him a bride.

District forum President DB Binu and members Ramachandran V and Sreevidhia TN issued the order on May 15, determining that Kerala Matrimony had shown a deficiency in service.

The forum noted that the complainant was one of several 'victims' of the matrimonial website, as evidenced by public opinions from social media provided by the complainant.

"The opposite party used attractive displays to catch the attention of seekers but failed to deliver necessary services. They also did not produce any evidence proving they provided the promised service to the complainant. The complainant substantiated his argument with public opinion from social media, indicating he was one among many victims," stated the consumer court ruling.

The complaint was filed by a Cherthala native in May 2019. He reported that he entered his biodata on Kerala Matrimony's website in 2018 and was later approached by a representative who urged him to pay ₹4,100 for a three-month subscription to be matched with potential brides.

The complainant requested details of these prospective matches beforehand but was told these would only be provided after paying the fee. He paid the amount in January 2019, but claimed that after the payment, his calls and attempts to contact Kerala Matrimony went unanswered, leading him to file a consumer complaint for a refund and other reliefs.

Kerala Matrimony countered that the complainant was enrolled in their classic package, which provided access to multiple profiles and communication features. They argued their role was limited to being an intermediary, offering access to information uploaded by customers, and allowing the complainant to contact 50 profiles to find a match. They emphasized that they had communicated these terms and conditions clearly and never guaranteed arranging a marriage.

However, the DCDRC found no substantial evidence that Kerala Matrimony delivered on its promised services. Consequently, the consumer forum ordered Kerala Matrimony to refund the ₹4,100 fee to the complainant with interest, along with paying ₹25,000 as compensation and ₹3,000 as litigation costs.