Uber eats refuses refund within cooling off period after they promise one is entitled too all lies

So a year subscription was purchased accidentally and canceled immediately Uber eats however still deducted r500 from my account the next day which was a Monday after they can see on the system it was canceled within a few minutes so it must have been a mistake non the less they are hard to reach so I go on there help platform and also email them to inform them about this because I'm a parent with kids on school who can't afford to waste a whole 500 it's a pair of school shoes worth anyhow there response is the funds were a renewal fee and is non refundable to which the app states I am not allowed to reply I then reply via email stating it was not a renewal which I know they can see still same response now I go and screenshot there our policy or promise statement as the cool it which states I am allowed and within my rights to a refund now just no response this is not right at all they get away with way to much and there is not even a call or anything to me to show they care enough to make contact with a client on their app I am so disappointed and hope it happens to know one else