Review Order not delivered but customer service denied to give refund

Order #s3vj-tojl. I placed an order for a friend and paid for it using my gcash. The rider sent me a messages and told me that the address was pinned wrong although I have entered the correct address in the app. He told me to just cancel the order because it would cost him too much gas even if the distance from the pickup location to the delivery address is only 15mins. A few minutes later, a representative called me and while I was explaining the situation, he interrupted me and asked "Do you just want to cancel the order?" I said yes since the rider was not willing to deliver the food anymore. He did not even explain to me that if I cancel the order I will not get a refund, should I have known I will insist on the rider to deliver it to my address instead. I tried to make an appeal by sending a complaint via email but they denied to give me the refund. I keep asking them what happened to the food that I ordered then? If the item was already with the rider and the rider insisted on canceling it, then why should it be at my expense? I never receive the order and no refund either? What kind of business is that. They can just steal your money just like that.