Swiggy - Refund not issued

I placed an order at *:** P.M. When it was not delivered within the mentioned time, I called the delivery partner. He said that the restaurant had entered the wrong location and the order was not deliverable so I should cancael it and chat with the customer representative who will issue a full refund. The representative said that ***% cancellation fee will be charged so I called the delivery partner again and during this the representative offered for a refund. I could not reply immediately due to being on call with the delivery partner and she closed the chat in * minutes. I chatted with another representative, he put me on hold several times and the delivery partner arrived at **:** P.M. I am not allowed to receive orders beyond ** P.M. at my hostel, so I talked on call with the supervisor and he said that had I cancelled the order after the estimated delivery time, I would have gotten a full refund. This was not communicated to me earlier by any representative or the delivery partner. They seized my whole amount.