UBER EATS NO REFUND ISSUE AFTER FAILED DELIVERY

I'm so hurt shame. This guy from Uber East left as soon as my sister came out and we tried to shout calling him and I even called him with my cellphone at that moment he didn't pickup he just left. I know he waited more than 5 minutes but why would he leave when someone comes out of the gate and calls him to stop and he continues going.

They are refusing my refund and this is unfair cos we also tried to stop him from leaving and he didn't stop deliberately, he just took advantage of the 8 minute rule or whatever. This rule is also unfair to some of us as we wait for too long before the driver can arrive at destination and sometimes the app/network has technical issues as well what is even worse is that I didn't even know such a rule exists. Why is the driver given our parcels for free because the delivery fee is charged already on the payment. Other stores they return the order back and uber eats says the driver gets your parcel for free just like that. I do not understand this at all.

I am so disappointed about this, this is my first time going through something like this and trust me if I have to cut ties with uber eats I will cos it is painful my son needed that soap cos he cant bath with other soaps.

My sister says this person even looked back to show that he saw that someone was shouting calling him to stop. I was also calling him on his cell at the time and he didn't pick up. On the other side I'm not getting them through email.