Zomato — self-cancelling the order and not refunding the money

I have placed the food order on 23 july 2019, after not receiving the order after expected delivery time.

I tried contact the zomato support team via chat and they told me to wait for few additional minutes and your order will be soon at your door.

But the order didn't arrive and after few minutes i got the notification that my order got cancelled.

After emailing at [protected]@zomato.com, everytime they replied with same template reply.

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we would like to inform you that according to new policies of zomato if the order gets cancelled because of the customer being unresponsive at the time of delivery, a cancellation charge is levied as the food is already prepared/dispatched.

Our delivery executive, as well as our support team, tried reaching out to you multiple times but you were unresponsive to the calls. Hence, the order was cancelled. We would request you to avoid such incidents as it leads to food wastage.
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In their email they also mentioned that

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Please be informed that we have introduced new policies to avoid food wastage which includes that if an order is canceled under the customer being unresponsive then a cancellation charge is levied.
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And as their new policies claim, i was waiting to recieve the food and on not getting the food on time i even tried contacting the zomato team via chat.

But the time i ordered the food my phone was not near me to attend any kind of calls that's why i contact the zomato team via chat.

On top of that, why does the driver have to call and confirm the address, even though i have already pinpointed my home address inside the app?

I might have order the food more than 20 times on the same address, but still i get a call from the driver for address confirmation.

I have paid the money for food delivery if the driver is unable to deliver the food, why should i bear the cost of that.