Zomato - Delivery boy not picking up the phone and I got billed

Actually, I ordered for some snacks and it was taking so long so I was tracking the delivery boy and got down from my flat so that when he reaches I can see him easily but he reached the place and was not to be seen at all. So I tried calling him more than once giving a minutes time to see if that delivery boy will call but he didn't call even once. But I did call him and his call was busy all the time. So I complained of Zomato and explained the situation to them but they have this shitty rules and regulations stating that it's always the customer's fault if he/she couldn't pick the order it seems. I tried telling them every bit in detail even through email but they never seem to agree but only support their delivery boy or just keep repeating the same thing as sorry can't do anything about it. Zomato says that it's always the customer's fault and in return, they charge the whole amount as a cancellation fee.
So in the end, this was what I sent through an email:- This is seriously not a good thing to do. Anyway, you sit beside and even I'll go ask for further help regarding this matter. Thank you for not helping and then blaming the customer according to your waste policy and not delivering the food as well as deducting the entire amount. As in seriously thank you so much for making a mad customer understand. Now even I'm clear about what to do. I didn't receive a call and when I tried calling that guy after every single minute but it was busy. Maybe he was talking to his GF or family I don't know but all I know is that his call was busy all the time and he picked my call after the order got cancelled. I'm sure there's something fishy with your rules and regulations. I doubt that some of your delivery boys are misusing the services to earn money may be in other small cheap ways like this. Thank you anyway for not being of any help to me. Byee. Take care and keep taking money from everyone like this. I'm sure Zomato will gain a lot of success.