Zomato - Order Cancelled, Money Not refunded

I have ordered a cake on *st November **** at around *PM, and mentioned it to get deliver to sector ** at around *PM. Full payment was made. After half an hour i got a call from the delivery boy and he said that he is heading towards the delivery location, So I have asked him that the delivery time was mentioned as *PM but he refused the same and then I gave him an option of either coming to my office which was *KM from the dropping location or I can come to collect it in person but he has to wait for ** minutes on which the customer care executive contacted me and asked me to cancel the order and the refund will be initiated, So I agree with him. Later when i asked the Zomato people to provide me with the refund they said its the policy if the order gets cancelled then i have to bear the full order amount as penalty. Given the scenerio that I was promised that I will be getting my refund then only i have cancelled my order else i would have gone in person to collect the cake again which was not a big deal and the delivery boy has to wait only for ** min.