BookMyShow — Unable to cancel the tickets

Hi, I booked 10 movie tickets for my friends, in the last min 3 people were unable to make it hence decided to cancel the tickets to rebook for remaining people. The customer care simply said that it's not possible. Even though the movie hasn't released yet. We are booking tickets with your organization and you are the responsible for your customers, received a ### response from the support. Simply they are blaming the theaters. Worst service and worst response.