Zomato - Issues in refund

I want to put my grievance against Zomato with reference to their order no-********** placed on **rd March at *.** pm totalling Rs. ***/- (rs *** (for food) + rs ** (tip for the delivery boy)) using their app. I had cancelled that order within *-* minutes through their system but didn't receive the refund in my paytm. On further enquiry, they told that they had cut the whole amount as penalty for cancellation as order food had already been prepared in the said restaurant. Please note that cancellation time is only *-* minutes after order placement. Now I am requesting zomato earnestly to refund above amount.
brief in this concern is represented as per below:
summary of events:
Zomato order no-********** ;
Order value – Total Rs. ***/- (rs *** (for food) + rs ** (tip for delivery boy)) ;
Order date & time - **.**.**** *.**pm
I chatted with the delivery boy about the cancellation of this order (**********) - **.**.**** *.**pm (within * min. of order placement), he told me that order is still not placed. Order cancelled on *.** pm (within * min. of order placement). After the cancellation of order delivery boy on phone confirmed that he received the message of cancellation of the order and till that time order wasn’t placed to the restaurant. I had put % coupon for a discount while placing above order but full order amount of – total rs ***/- (rs *** (for food) + rs ** (tip for the delivery boy)) was deducted from my paytm account. On finding this, I contacted delivery boy (assigned to this order) about this and he told me that said order is still not placed to the restaurant and also told me to immediately cancel the order using your chat system. so as advised I cancelled this order immediately using chat system. But after cancellation, I didn't get a refund of Rs ***/-. On further chatting with the system I came to know that whole amount including the tip amount of Rs **/- has been deducted as a penalty with reason that ordered food has been prepared in the kitchen. How is this possible that within *-* minutes of order placement, food is prepared, is this not a miracle! Also, this has been confirmed by the delivery boy (just within a minute of order placement) that order wasn’t placed on the restaurant that time. So, at last, I have lost money worth Rs ***/- (rs *** for food and rs ** for the tip) and with no food supplied and I really felt frustrated and lost as like in the game of gambling. Is ordering on zomato provides such treatment to customers. This is not fair as I haven't been informed about this either from the delivery boy or order cancellation system. I also want to inform you that penalty information hadn’t been selected by me during cancellation, at that time no such penalty information was showing on chat screen otherwise I won’t ask for this.