Swiggy — Stale, uncooked food

On 17.12.23 I ordered food through Swiggy, the delivery executive was an hour late and the food we received was so bad and stale. it was uncooked, and there was such a weird smell to it, we ended up throwing the food.
When spoke with customer care, they said they could not issue refund. When the quality of the food delivered was the worst and we couldnt even have it, why are we not eligible for refund? Also I have been on Swiggy since many years now and because of their pathetic customer care response, I have to take this step. This the 2nd time facing worst customer care issues from them without proper resolution even after emailing them