Just Eat refusing to refund failed delivery

[Starfish38]

Hi. I placed an order with JustEat a few days ago and followed the progress on the map. The driver went right past my building and instead of seeing them come back my way, the update "delivered" showed.
I re-ordered and received it. However, I could not contact them by any other means than a message facility. I did this two or three times and have not had a reply from that method. I spent ages trying to find a contact number, without success. I did find a number that put me through to another area of their company and that person guided me to their online chat facility, which I would not have (and did not) found otherwise. Their chat agent said that I would not be refunded due to their policy, I ask what policy and he would not tell me. This is the exchange:
Kieran W joined the chat
Kieran W
Hello, my name is Kieran W. How can I help you today?

Hello
I placed an order a few days ago and did not receive it. I followed the progress on the map and the driver went right past my building. I expected them to turn back, but while they were further down the road, the information was updated to "delivered".
Kieran W
I'm sorry to hear that, can I have your order number so I can look into that for you now?

I re-ordered and that delivery was successful. HOwever, I will need a refund from the failed delivery. Clearly there could not have been another number 26 down the same road.
201336138
Kieran W
I've checked your Just Eat account, including your order history. Based on this review, we've had to decline your request in this instance. I know this may not be the outcome you were looking for and appreciate your understanding.

why?
Kieran W
While I am unable to discuss the specifics of our investigation process I can confirm this decision is in line with policy and we will be unable to overturn this.

which policy?
Kieran W
As I have stated I am unable to discuss the specifics of our investigation process policy.
Can I help you with anything else?

I have paid money for something I did not receive. I am entitled to a refund. And nobody has the right to keep someone's money without at least explaining it.
Is there a complaints number or legal department contact details?
Kieran W
You can find details for our head office on our website. However as stated I have rejected your request in line with policy in which you have accepted in the terms and conditions. I apologise for any inconvenience caused.
Can I help you with anything else?

Can they really refuse to refund my money?

Thanks.

[des8]

Have you read their Terms and Conditions?
IMO whoever was responsible for delivering the food is the party you should be chasing, be that Justeat, the restaurant or someone else

[echat11]

How did you pay?

Write a Formal Letter of Complaint, mark it as such. Explain what's happened, why it's unfair (include the transcript) and what you want them to do about it.

Email your complaint to:

Jitse Groen
CEO
Just Eat Takeaway

Jitse.Groen@takeaway.com

[atticus]

Did you pay by credit card? If so, you can take it up with the card company.

[echat11]

Did you pay by credit card? If so, you can take it up with the card company.

Or debit card Chargeback.

[des8]

deleted

[Starfish38]

Hi, thanks for your replies, but I've just received a paypal email saying I received the refund!

[atticus]

good news - it shows that this forum works!