paid for an order that never got to me

I made an order that never got to me, the status went on completed while I was waiting outside for the driver order was nowhere to be found whereas other orders are left at the reception as stated and a picture at the reception shows. The picture they sent me was in the driver's bag now they tell me they cant refund when the order never got to me now why am I paying for something that never reached its destination it's clear on the picture the order is in the bag not where it was destined to be. Nowhere in the policy states driver must take my order after 8minutes yet they show me a picture in the driver's bag then state I cant be refunded, I don't even have what they state they delivered to me but they claim am responsibile for the payment.