Food Panda - Food order never got delivered and company not making refunds even after agreeing on their fault

We had ordered food thru food panda on Sep ** vide food panda order reference u*fv-qokc and paid thru my Paytm account. Delivery period mentioned was ** minutes. Even after waiting for ** min our order never got confirmed by the restaurant. We tried chat with food panda, nobody responded and once we connected then it was just ignored. We called the restaurant directly to check wherein it was confirmed that nothing from Food panda has come to them. We were left with no other option but to cancel the order. Dropped an email to food panda and they accepted that it was a technical glitch and they will process refund within ** hours which never happened. On chasing again they are now saying *-** days which is contrary to their policy of refunds within ** hours for the payments made thru Paytm. I would like to raise a complaint against deficiency of service in delivery and then not refunding my money in time.
This is gross negligence and violation of consumer rights.