Swiggy - Stale and Cold Food

COMPLAINT
I am Kunal Acharya and I made an order via Swiggy. It was from a certain restaurant named ZAZA ** Spice Biryani Bangalore. After the food was delivered I realized that the food was cold had a very stale taste and the packaging was also ruptured. I contacted their customer support regarding this and asked for a refund to which they denied straight away.
The contact person by the name of 'Avinash' kept on telling me that the food was packed therefore they cannot offer me any refund. Eventually, he offered me an offer of a refund for **. I asked the name of the executive whom I was talking to and for a copy of the conversation.
After this, he transferred my call to another person (Devendra Kushwaha). Who simply transferred my call to the escalation desk (Person named Saad).
The third executive offered me a refund of *** and then I asked him to confirm the name of the executives. After which he transferred my call to the fourth representative.
And then the fourth person comes in and offers me a refund of ** rupees. To which I simply denied.
Then again my chat was transferred to a representative known as Sushmita Chowdhary who came up with the offer of ** rupee this time. I asked her why I would accept an apology of ** now when I was earlier offered ***. To which she simply agreed and transferred the refund.
These employees don't even know what they are offering and take customers for granted. They keep on sending automated replies which irritates the person to the utmost extent. What is pathetic is that all these representatives offer different refunds and will take time enough to annoy any customer. I am wondering if this is something that is happening on a large scale and customers are befooled at such a large scale.
Because, had there been a policy they wouldn’t have offered anything. For this simple refund they kept me occupied from *:** – *:** pm. Time enough for a customer to give up on a simple refund of *** -*** bucks.

My demands:
- A guideline ensuring that third parties are responsible for the delivery of a pathetic quality of the food item delivered.
- If they don’t agree to this, then a straight disclaimer which appears on the front screen while making every order.
- And a compensation for the mental trauma that I faced during this process.