Zomato — delivery guy did not deliver the food - refund needed

Address:

Seshachalam Street, 600015

My Order was placed and the driver reached my street and called couple of times. I was held up in important call and couldn't pick his call. Zomato delivery guy cancelled the order and updated status as "No refund" as customer was not available to collect the order. As a customer, my expectation was that Zomato delivery guy should knock the door and deliver the food rather calling to customer's mobile phone to check the availability. Customer might have been ordered food for someone at home. Address was clearly mentioned in the Zomato account and not sure what is stopping delivery guy to reach the home.
I have seen several times that Delivery guys sit in his bike, call customers and want them to come and collect where he parks his bike. This is unacceptable. I want the refund back and I want Zomato team to educate delivery guys to reach customers place, knock the door and deliver the food rather calling the person.
To make it worse, I raised a complaint via email and there is no proper resolution provided rather same email template by Zomato customer care team. Their email response is given below -

"This mail is regarding your order ID- [protected] from Dindigul Thalappakatti.

Please be informed that we have introduced new policies to avoid food wastage which includes that if any order is cancelled under customer being unresponsive then cancellation charge is levied. Since our delivery executive as well as our support team tried reaching out multiple times however, the calls went unanswered due to which we had to cancel the order. Hence, refund cannot be initiated. Would request you to avoid such instances in future.

If you have any queries, do write back to us. For a quicker resolution, do ping us on the in-app chat support."

I have a simple question to the Zomato team. I have reviewed the Terms and conditions and attached it for your reference. Please go through it once again.

It clearly says refund cannot be done if customer is unresponsive. In my scenario, I clearly mentioned my delivery address and delivery guy didnt reach out to my home and knock the bell.
No where in your terms and conditions, it says that customer should attend the call of delivery guy. My concern is the delivery guy is not even at my door step and ring the bell to gain my attention/response. Without being in the spot, how could you blame the customer as unresponsive.
I suppose there is an option called "Dont ring the bell" option in order page. It means the delivery guy should ideally reach customer home to deliver the package rather waiting in the street and tried calling the customer.
If the door is locked or customer doesn't turn up after ringing the door bell, then you can call it as unresponsive. But in this case, you cannot call it as unresponsive and you cannot expect customers to be available on phone.

There is no escalation matrix in Zomato team. I expect a valid answer.