Ubereats has bad service

So today I’ve order a Thumbs Up Meal from Barcelos to celebrate Mother’s day with my mom, total of everything was R270. Next thing the driver informs me that he is outside. While I was going to out to collect my order, he left. I yelled at him even but he didn’t stop. Ubereats then said they can’t refund my order. How? When I didn’t receive it?