Unfair Charges & Poor Sevice

I recently placed an order for some Burger King on 29 November 2023 at 19:02. My delivery ETA was set for 19:30. My order was cancelled by Uber support team at about 20:45. I had been waiting outside for my order from 19:28 till the cancellation time with multiple attempts to contact their delivery man via call and message using their platform with no answer nor responce. There was no attempt to contact me either yet I'm being charged a cancellation fee. The service from their help centre has been poor and there is no justification for their charge on a fault on their end. R242 lost after so many years as a loyal customer is very disheartening.