Air Asia — Non receivable of partially refund

I booked Airasia tickets on 25.12.2020 from ixigo and on 23.12.2020 due tot the illness of my father I cancelled the ticket, and after speaking to ixigo they replied me that I won't be receiving any money and they also stated that all the money have been deducted on the cancellation fee but when I booked the ticket it was showing partially refund for cancelling the ticket but now the ixigo are ignoring and saying there is no partially refund...I need the partially refund which I am suppose to receive.