Zomato - Food not delivered

I have ordered food from Zomato (biriyani Zone restaurant) of Rs ****.** (paid online with order no #**********) on *th July ****. Neither the food got delivered nor Zomato is refunding the amount stating that the delivery boy couldn't reach me out. However, I was holding my phone expecting a call from the delivery boy but didn't get any call.
*) Zomato had cancelled the order by its own without prior intimation and has not refunded the money stating that the restaurant had prepared my order. I was unavailable to collect my order in the mentioned address. I was charged for a penalty of Rs ****.**. But my question is where did the ordered food go? Is this a strategy made in between the restaurant, Zomato and the delivery boy to do extra business?
*) When I had contacted the restaurant they said that the delivery boy ran away with the food items. The delivery boy sells those items somewhere else to get extra money, which I got to know after reading the complaints online. Moreover, customers don't get customer care call support from Zomato. They give only chat support. They are simply doing fraud with customers. Please refer to my attachments as well for your reference.