Uber India — Unfair Cancellation Fee

I booked an Uber rental at 10.50am on 1-Apr-2022 for 3 hours from 4.45pm. At 4.50pm when the car doesn't arrive, I tried calling the driver. His location showed 20mins away and he told me it will take him 30 minutes to reach. I told him how could he be so careless when I booked the cab in the morning. I had an urgent appointment for my child and could not afford to reach 30 minutes late for it - else I would have missed it completely, so I had to cancel it, rush down and try and flag a taxi.
INSTEAD of an apology I was charged Rs169. Completely unethical and illegal. When I contacted Support by email, they decline refunding me the amount and instead send me this - "You may not be charged a cancellation fee if the driver takes longer than the estimated time to arrive at your pickup location." When that is EXACTLY what I am complaining about!