No respect for customers

Ordered food. Delivery partner picked up food. Hasn't moved in half an hour. Repeatedly asked support if they could contact him, as I could not get through to him. They were not able to do anything to assist. I asked about a refund. They said they could cancel the order but not be refunded. So I asked multiple agents a question. After how long of a delay can I be considered eligible for a refund. Because it doesn't look like the food is coming. They repeatedly blatantly avoided answering the question. This is a deceptive business practice. And the customer service is pathetic. They end the chat as soon as you ask a question like I did. For shame