Zomato food delivery - Food not delivered but my amount retained by the company as a penalty for non delivery

*. Ordered food on Zomato (order no #********** on **th July **** at *.**pm) from KFC in mehadipatnam which is around *k.s from my place.
*. Recieved a message that expected delivery is at *.**. we tried calling the delivery age t at the given number at *.** to.know the delivery status. My calls and subsequently calls from my husband's phone to the given delivery agent numberwent unanswered and prompted the given number is not reachable.
*. We even Sent messages which were not replied.
*. Around *.** i received a mail that my order is cancelled since they could not reach me and my paid amount will be claimed as penalty.
*. At *.** the agent picked our call.and said that he returned the pack back to kfc and can not deliver it back to me since tomato has already cancelled the order.
*. The minimum time required for travelling to kfc from my place is ** minutes and it's highly traffic contested area. But *.** their agent says that he already returned the oder and on the way to deliver the next order.
*. Traveling such a *kns in just * minutes is quite impossible in hyderabad traffic.
*. With a simple effort of using Google map or enquiring people one can trace my address which quite visiblenon the road and very clearly identifiable. Swift has delivered many orders with out any single failure.

This prima facie establishes that zomato has not put in insufficient efforts to ensure that the service is delivered and for their non performance they are penalising the customer. I strongly believe this is a suspicious behavior with malicious intentions.
*. I m resolved to seek all leagal measures to seek justice and to keep the organisations with mischievous behavior towards customers like Zomato out of business .

I request you to help me in this regard.
Thanks