UBEREATS or rather UBER EATS YOUR FOOD

so yesterday i ordered lunch for myself and few colleagues order was placed at 11 am after placing the order i monitored the drivers activity via the app food took almost 1 hour but i was ok with it because i knew how long the shop takes to prepare so eventually almost after an hour of waiting status changed to "heading your way" and still monitored the activity throughout the delivery status again changed to almost there i got up from my desk and patiently waited for the driver at the reception area after about 5 minutes i get the automated phone call telling me the driver is trying to contact me i go to the chat section of the app and respond to drivers greeting followed by few messages asking him where he is DRIVER didn't respond to any of my messages few minutes past by and driver sends me a pic of my food in hes basket i tried calling the contact number provided throughout this and my calls were just going to voice mail now i complain to UberEats that we didnt receive our food and UberEats responds stating that im not eligible for a refund WHY NOT? is it because it was a card payment and UBER EATS and their *****ing drivers were already sorted? WHERE DOES THIS LEAVE ME THE CLIENT??????? i had to reimburse my colleagues for the food not received so we could get us something else to eat and now im left stranded... Im beyond disappointed in the customer services received from this provider!!!!!!