No service from Mr Delivery

My food was not delivered. After an hour the driver stated on app that he had delivered the food which I had not received. Immediately phoned call centre who said they would contact drivers manager and phone me. After half an hour and NO callback, phoned again. Told matter would be escalated and someone would phone me in the morning, Also logged a complaint by email. # weeks has passed and Im now being told that my money wont be refunded as I did not complain within the 3 hour time line. What nonsense!! They have it in writing within 3 hours and anyway, where does it say you only have 3 hours to complain?? Disgusting service.