Zomato — refund regarding a canceled order

Address:

Kolkata, West Bengal, 700097

Yesterday i had ordered a meal worth rs.596 from ifc via zomato. After the delivery person was near my location i called him to mention again my location as he was on the opposite road. After a while i saw his position hadn't changed and when i called his phone was busy. He wasn't at my location. I called numerous times only to hear the busy tone and after that i saw my order was canceled.
I called the restaurant they couldn't help and when i the delivery person picked up he said that zomato had canceled my order.
Immediately i had emailed regarding the issue and chatted with the support. Next day i receive an email saying that my refund was denied according to their new policy which cancels order when customer is unresponsive.

I was sitting with my phone in hand, waiting for the person to call and at the same location where i had ordered a week or two before. There was no error on my part and he simply canceled the order and i am now not even getting the refund. This is outrageous and unacceptable. I have attached the proof that i had called the delivery person numerous times.