Swiggy - Package not delivered

I ordered from swiggy on **th January ****. The delivery location was a little far away so I went outside to collect my order. I told the delivery guy that I am waiting for him in a black car near the delivery location to which he said that he will be coming in ** minutes as he was a little far away. I waited for him but nobody came, I even tried calling him multiple times but he did not pick up the call. At the end I had to go to the restaurant from where I ordered the food to ask whether any order has come back or not, at same time my application was reflecting my order as delivered. I spoke to the local manager of swiggy Mr Mukesh who took me on conference call with the delivery guy Krishna. The delivery guy had given my order to somebody else and was saying that he has given it to me. He delivered the order without checking any order ID or delivery ID. I raised complain on the application within * hours of the incident and I was insured by the manager that I will get the refund if I raise the complaint on the application. I waited for * to * days to get the amount credited to my account but it did not. So today, I once again called the customer care to ask for the refund to which they told that they cannot help me as I did not raise any complain within * hours of the incident. I don't know what kind of justice is this I had to go out to collect an order for which I paid the delivery fee when I did not get the order I even went to the restaurant from where I ordered to food and still did not get either the order or any refund for the same.