UberEats has refused to refund me for food they failed to deliver

I am writing to express my frustration and request a refund for an order I placed from Nando's Cape Gate Mall on September 29, 2024.

The delivery person contacted me via the app to confirm my address, which I promptly provided. After 20 minutes, he called to inform me that he was outside. However, after several back-and-forth messages on the app, it became clear that he was at the wrong address. He then stated that my address was too far and that he would return my order to the restaurant. I requested a refund, but he completed the trip regardless.

When I queried this on the app the next day, I was told that my order was 48 hours old and did not qualify for a refund. This is incorrect, as less than 24 hours had passed. They also claimed that the delivery person tried to contact me and waited for 8 minutes. I asked them to review the app conversation, which clearly shows multiple interactions with the delivery person, including his final message stating he would return my order.

Despite this, Uber has refused to refund me and has not conducted a proper investigation. I am extremely frustrated with the lack of customer service and the refusal to address my valid complaint.

I am requesting a refund of R403.90 for the undelivered order. I hope this matter can be resolved promptly, as I am very dissatisfied with the service provided.