Mr Delivery is greedy and lacks proper communication skills

Today the 12 January 2023, I placed an order on the MrD food app like I normally do..I didn't receive any calls or SMS on both number's to that I provided. And the driver went back and tool my order with, when I tried to get my money back from M Delivery I am told I have forfeited the money because I was not available for the driver to deliver my order. I was told Mr Delivery has to pay their partners which I don't understand because how do you pay someone for services that was never rendered. I think these driver's are also aware of this hence they don't even bother themselves to make sure the order has been delivered. The app has a chat to the driver channel which was not even used which in the past the previous driver were able to communicate with me via the app. So why did this driver not use this facility that all driver's use? I want my money back because I never got the food that I ordered from Mr Delivery it's really unfair to be told that I won't be refunded, so of I ordered grocery using to the app and I couldn't answer for many reasons like loadshedding that we all know it interferes with our cellphones signal was I going to be at fault for something which is beyond my powers, Mr Delivery must change this policy because it's unfair on the consumers. I provided two numbers and was never called on neither numbers now I can't be refunded because the driver decided to not do their job, it's really unfair.