I Paid on Yemeksepeti but My Order Never Arrived or Got Canceled

I placed an order for a kebab wrap through Yemeksepeti from a restaurant called Urfa Balıklı Göl Urfa ve Kebap. I placed the order at 6:41 PM today, and even though it still shows as “to be delivered” in the app, as of 8:20 PM neither the order has arrived nor have I received any update or notification. Despite trying multiple times to cancel the order through the app, the system does not accept my cancellation request. When I called customer support, they told me they could not process the cancellation either, and at one point they even hung up on me.

When I contacted the restaurant directly, they also said they were unable to cancel the order and that they could not assign a courier. The payment has already been charged to my card, and right now I have neither my food nor my money. I am also unable to request a refund through the app. Due to this experience, my trust in Yemeksepeti has been completely shaken. I request that the full amount of this order be refunded to me immediately, along with a clear explanation of what went wrong, and that necessary measures be taken to prevent other customers from facing the same issue.