Consumer Court Rules Matrimony to Compensate Disappointed Customer

A man sued a matrimonial site named Kerala Matrimony, over the fact that they weren’t able to find him a bride. The consumer court found the matrimonial site guilty and ordered them to pay a compensation to the man.

Facts of the Case

The complaint was filed by a native from Cherthala in May 2019. He informed the consumer court that he had registered to the matrimonial in 2018. He entered his biodata, hoping to meet a suitable life partner. According to his complaint, a representative from the matrimonial site visited his home and persuaded him to pay ₹4,100 for a three-month subscription. The purpose was to facilitate his matching with a prospective bride.

Later, complainant stated that when he first asked for information ahead of time regarding possible matches, he was told that this information would only be given once the fee was paid. Then he claimed to have paid the sum in January 2019. He said, nevertheless, that his calls and other attempts to contact Kerala Matrimony were not returned after he had made the deposit. He was so frustrated by this experience that he filed a consumer complaint, requesting redress in the form of a reimbursement for the price he had paid.

Kerala Matrimony defended itself in consumer court as a mere intermediary providing access to user-uploaded profiles and communication features under their classic package. They asserted that their role was limited to facilitating contact between users and did not include arranging marriages or providing guarantees thereof. The company claimed the complainant had been informed clearly about these terms and conditions, including the ability to access multiple profiles and contact up to 50 numbers associated with potential matches. Kerala Matrimony maintained that they were not responsible beyond providing access to user-generated information and denied any obligation to ensure or facilitate specific matrimonial outcomes.

Court’s Judgement

On May 15, the District Forum President, DB Binu, together with members Ramachandran V and Sreevidhia TN, issued an order holding Kerala Matrimony accountable for their inadequate service. Relying on public opinions from social media that the complainant supplied to support his case, the forum stated that the complainant was among several individuals considered ‘victims’ of the matrimonial service. Kerala Matrimony was ordered by the consumer forum to pay back the complaint ₹4,100 plus interest. They were also mandated to pay ₹3,000 for legal fees and ₹25,000 in compensation.

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