Food Panda — delivery service and refund of payment

I have ordered from food panda from a restaurant called tea trails. It is already paid. It has been more than 2 and 1/2 hours and it is not delivered. The restaurant is situated not more than 3km away so it should not take this much time. I contacted them three times through chat support and asked them for cancellation and refund of my order but no one resolved my issue. Hence i want my refund back. Though the order is worth 30rs but still i am not at all happy with the service and way they tackle customer issues which led me to complain in the consumer forum.