order did not arrive

I ordered food today on your platform and your drivers didnt arrive. this is repulsive because I had my phone in my hand the whole time and he didn't arrive but confirmed my food delivered ....so you guys have a pin to confirm Apon pick up now to protect you drivers but how do you protect those that bring business, your customers ????????

I followed your complaint procedure and they said I'm not eligible for a refund but my money was taken today ...like how does that work ???