Order never arrived but I was charged in full and accord to Uber “DO NOT qualify for a REFUND”

I ordered a meal to the amount of R491 from Uber eats on the evening of the 4th of June. The default setting on my account is - Leave at the door. Which has been the same since forever. We received a call from the estate security to open for the delivery guy which we did but the food never arrived. An hour later my account was charged R491. I contacted both the restaurant and they informed that the delivery guy never returned. I then contacted Uber for an explanation, all I got was that “ this enquiry does not qualify for a refund”. I contacted Uber eats several times and still waiting for an explanation. Not only was I ****med off R491 but the conduct of the delivery guy is of concern - where did he go after we opened the gate? Uber was not concerned or disturbed by this. Is this how they make their money ? This is *****ulent