Zomato - Order not delivered and company refused to give refund

I ordered a cake from Zomato with the order ID **********. When the order was out for delivery I got a text stating delivery guy is not able to contact you please contact the delivery boy. After that, I tried calling the delivery guy but he was busy on another call. I tried calling him so many times but he was busy and whenever he picked the call he never responded to the call. After that, I got a cancellation message from Zomato. I called the delivery guy again to ask to which he responded and some other guy spoke with me instead of the guy who was supposed to deliver the order saying that we were not able to contact you so we cancelled.
I ordered from * different restaurants within ** mins from which * got delivered and the other order did not. When I asked for refund they denied saying the restaurant had prepared your order so we cannot refund. Nobody from Zomato support team is responding properly.