Order never received yet I was billed for it, twice

Scheduled an order to be delivered on Tuesday the 14th, the driver never came yet it shows as delivered, now Uber eats says my order is not eligible for a refund.

Are they eligible for billing customers and not deliver their food???

I’d advise everyone not to use this app, it’s a ****. This is the second time this has happened to me. Can anyone assist on how to contact them?