Swiggy — SWIGGY Order[protected] Cancellation of Order due to Medical Emergency

I had placed an order on 7th March 2023 at 9:03 PM from Royal India Restaurant (Salt Lake). Swiggy Order ID[protected] amounting to Rs. 835.

However, due to a sudden medical emergency at my home, we had to rush to the hospital and as such I had to cancel the order at around 9:17 PM while I was on the way to the hospital.

I reached out to the customer executive and also further to a senior executive via chat multiple times until today (9th March 2023), to help me get a refund against the order as no one at home would have been able to enjoy the meal in case of a medical emergency. However none of the customer executives helped me with this and they blatantly denied a refund.

a) The order was cancelled after 14 minutes of placing the order, which I understand is beyond Swiggy'a 1 min mark, but the situation was not in my control.
b) I was told the amount cannot be refunded as it helps restaurants to avoid wastage. I ordered Biryani which is already prepared in advance in restaurants and the restaurant did not have to prepare Biryani for me exclusively. They only had to pack the food.
c) There was no delivery partner assigned by then and food did not even leave the restaurant.
d) Even after following up with the executives while not in the right frame of mind, I got no help whatsoever with the refund.
e) At last I was told they cannot initiate a refund and I need to mail to [protected]@swiggy.in to get a refund for the case. However even this did not help.

I understand Rs.835 is not a big amount for Swiggy, but it is definitely my hard earned money and I need it back.