Delhivery — Why my product/ Parcel is not picked up

I registered myself on Delivery on 9th July 2022 and was told that my parcel will be picked on 11th July 2022, payment for Express delivery was done on the same day but the packet was not picked on 11th of July.
After number of request from my side there was no response from there.
Just want to ask one thing if they can't pick and deliver my parcel on time then what is the use of Express charges.???
Kindly refund my money if you are not able to we can deliver my parcel.