Bad service

Good day On the 30th of March I ordered from the app and it was not delivered I went on to the app requested a refund it said up to 48 hours for refund and up to 72 hours after that to reflect back in my bank account I waited the week nothing happened gave it a few more days as there were alot of public holidays as it was easter still nothing. went back on the app spoke to someone via the chat option only to be told I had to call in or send an email to report it and that I can not get my money back as matter was not reported intime but it was done in a few on the app after I got a notification stating it was delivered and it did not receive it. Apon further conversations via email I'm at fault for logging the incident on the app this was the reply received " We acknowledge that the app does not explicitly state that additional reporting is required, and we will escalate this feedback to our technical team to improve clarity for customers. " Very disappointed