UberEats Don't Refund

After waiting for our meals for nearly 2.5 hours, and my guests had to leave, I cancelled my UberEats order, because the communication with the online help said that they only charge for cancelled orders if they are still within time, which this order clearly wasn’t. The message said refunds take 3-5 days, so it sounded like we were to be refunded. When I followed up after 4 days, they are not interested and the only response is that they cannot do anything because it’s after 48 hours since the order was placed. This doesn’t make sense when their website says a customer has up to 30 days to dispute order errors. They take no responsibility, but they take your money. I am very disappointed in their lack of customer service. Be aware that this can happen.