I ordered a food delivery - after awaiting for the food for a long while, no food was delivered to me. I when looking at the app, I realised that the driver uploaded a picture of my order: she was holding the food in front of my door. Unfortunately, there was no food there. The notification said that the driver had both waited for 7 minutes in front of the door and tried to call me with no response. For such reason I was granted no refund. This despite me not hearing anyone knocking at the door (while being alone in a quiet property, with no background noise and aparently having someone trying to reach me for 7 minute straight while waiting outside) and not having any missed call or call notification on my phone. I contacted the customer service, explained the situation, and they refused to refund the order on the gound that, I quote, "The delivery partner followed our policy and waited the required amount of time at the delivery address before marking the order as completed". I asked several times explanation how they verified whether the driver had actually knocked at my door and actually tried to call me, as they claimed but no explanation was offered (please see the avoidant replies). After that the chat was closed. I will delete the app today - not a serious business.