Taxify refund

The service I experienced today was just uncalled for. I requested taxify to take me to my son to the doctor and then I don't not arrive. The guy called me but could not answer so he left and started the trip. Sad thing is that I requested using card. And ended it after an hour which costed me R161. I wasn't it the car why didn't he end the trip after 15mins? I really needed to request like I said I needed to take my sick son to the doctor which was an emergency. The charge was even rediculous. I just need a refund. I have never been so inconvenienced