BookMyBai — Refusal of the refund and not offering the service

I spend 21.2K in advance for the service and in return I get rude maid and a bad service. Now I need a refund. I paid for the service on 6th Mar and same day I even I complained. Soon after they got the money, everyone tone has changed and even they are not providing any option.
We were never told that this amount is non-refundable. If you charge a fees for the service and we do not want a service because of your poor quality. We should be entitled to get the refund. If you are not willing to refund the amount I will consider that as a cheating and misuse of trust.