Swiggy — money has been deducted from my account but delivery not made

Address:

NO 86 WEST AVENUE ROAD LRDE HSG CO OP SOCIETY KARTHIK NAGAR OUTER RING ROAD BANGALORE KA PIN 560037, 560037

I had ordered food from swiggy and paid using my sodexo card,
The amout was deducted from my account but the delivery was not made
Upon complaining to the customer care a full refund was offered but after some timei get a message stating that there will be a cancellation fee also.

Why should i pay a cancellation fee for the food not being delivered to me

I would like to raise complaint against this kind of fraudulent activity from swiggy.

Order # [protected]