Charged but no ride!

Im not very pleased with this company, my first encounter with them was not joyful as well on the 28th July 2019 I requested a ride at 12:40am during this time am having internet connection issues and the app keeps acting up eventually got the request confirmed however the driver didn't pitch at the address for pick up...am stranded and was forced to cancel and make other mean for transportation. Now am trying to order food through the Eats keeps telling am owing cancellation fee of R25.00 what was I supposed to do? I won't pay this amount because the service was not rendered and no communication from driver nothing.... please resolve this matter