Swiggy — no refund provided for spoiled food

Address:

560017

I had ordered food from one of the restaurants in swiggy and it turned out to be spoilt. I have been refunded money before but this particular time the amount was not refunded. Even after raising many complaints the issue wasn't registred and the agents were very rude in terms of providing a solution.
The escalation team also sent the same complaint saying that they can't refund the amount. We work day and night and when we order food for once the response we get is that they cannot refund the amount. It's our hard earned money and they should be refunding the money without hesitation