Failed delivery but no refund?

I placed an order through your app on 20 February 2025 and was contacted to confirm delivery details, which I provided. However, the order never arrived.

Later, at around 18:00, I received another call asking if delivery could be made the following morning, to which I agreed. Unfortunately, the order was still not delivered. I have since raised multiple complaints via the in-app assistance line, but I have not received any response or resolution.

At this stage, I would appreciate an urgent update on the status of my refund, as the service experience has been disappointing. Please confirm when I can expect the refund to be processed.

I look forward to your prompt response.