Zomato - Zomato refused refund after assuring 4 times

I had ordered food from Barbecue Nation Durgapur on **st July and fully paid online. The food was not delivered as I failed to respond to their calls. They charged me cancellation charges which are illogically defined in their policies as same as order amount which very high to a term 'cancellation charges'. Fine accepted I approached to chat support team and gave my justification of not responding to them to which the executive told me she spoke to her manager he agreed to refund it. After few days when enquired they assured the same this time they mentioned it will be refunded in *-* days then, again and again, they fooled me by saying * days *d ays then after ** days chat support team is like we are not responsible for any refund we are not authorized to do so. I have wasted my time chatting for all these days they just walked away from their words so easily. If at the first chat itself they had refused a refund I would not have gone through this harassment. My only concern is how can they take away the paid food in short if in any unavoidable situation customer fails to reach them within minutes they will take away your food and money no matter the cost. This can happen to anyone so please be aware of getting cheated by team Zomato. They can fool you anyway.