UberEats ****mers

I placed an order online on the 26/05/2023 and never received it. I went to Debonairs Kraaiifontein on the 27/05/2023 where an email was sent to UberEats , nobody contacted. I followed up today and they told me they do not refund after 48 hours, what kind of nonsense is that because they received an email with 24 hours .