My Flower App - Flowers not delivered

I ordered chocolate cake and blue orchids from my flower app on **/**/** morning for my sisters birthday! I paid ****rupees for the same. Later I got phonecall from their distributer that they won't be able to deliver the orchids but I can go for roses. I refused to take roses so they said that amount I paid for flowers that is ****rupees will get refund in my my flower app account and I can use it later. I accepted that. They delivered the cake very late that day and now it's been more than **days still no refund in my my flower app account. The distributor who contacted me is not receiving calls anymore her number is +************and if she ever recieves call she cuts it down mid talk once she realises who she is speaking with.website customer care never pics up call and their is no link provided on my flower app to file a complaint. I don't know what to do to resolve this issue. Kindly suggest.