Swiggy — Order not delivered and canceled with fake reason, no refund

Order #[protected], placed on 16 Aug 2024. Order was placed by my mother, 75 yrs old with very limited mobility and other health issues - this order was for icecream from NIC. Another separate order for dinner (from a different restaurant) was placed at around the same time, both to her residential address, which is the only address associated with her profile. Orders were prepaid The dinner order was delivered but the icecream wasn’t. Subsequently, the delivery person assigned to the icecream order called and informed her that the icecream requested was unavailable. She requested him to then cancel the order and initiate refund, however he said no refund can be issued and cancelled the order with a fake reason stating “incorrect address”.
I was not in the same city and only found out about this when I visited her. I raised a complaint to Swiggy customer care regarding this issue, but the responses from them have been unhelpful. They are stating that complaints must be raised within 48 hours, without trying to understand the circumstances here wherein an unwell senior citizen who did not understand how to raise a complaint is being victimised. They do not seem to even understand the issue - they think that the dispute is about a cancellation fee - however no cancellation fee was charged, the entire amount of the order has been withheld. Furthermore, they state that a cancellation fee is levied to compensate delivery partners, which is fine IF the customer refuses to accept an order, say, but if a restaurant doesn’t have the ordered product and the order is canceled by the delivery partner, how is it the customer’s fault and why should they be penalised for it? In this case, the restaurant (NIC), Swiggy, the delivery executive have all been paid for no product or service delivered and due to no fault of the customer.
The Swiggy support people don’t seem to understand the issue, or even who is making the complaint - all their responses are addressed to my mother, even though the emails I sent clearly state that the complaint is being made by me (her son).
This is a clear case of discrimination and mistreatment of a senior citizen and the company needs to issue a refund and ideally, an apology (at the least) immediately. Delay in raising a complaint is not a valid reason as there are extenuating circumstances involved here.

Hope for proper consideration and response soon.