Food Panda — i ordered food and it never got delivered to me and i am still charged.

Address:

Gautam Buddh Nagar, Uttar Pradesh, 201310

I ordered food on foodpanda on Sunday from burger king, greater noida (16/09/2018) and it was showing that food is being prepared so I started waiting.
After waiting for 45 minutes, I again checked the status, it was still on preparation stage.
As per the rules, the food was supposed to get delivered to me in 45 minutes.
So, I opted for help support, but it took a lot of time to start the chat.
So, the only option I was left with is to write an Email, I wrote an Email telling them about the problem, but they didn't respond.
The next day I again wrote an email they didn't respond.
I then tweeted about the same to the official food panda account, still there is no response.
They haven't refunded my money.