Kesari Tours — No Refund provided yet for cancelled tour due to COVID

Address:

314, L.J. Road, Mahim, Mumbai - 400016 India.

My parents(Mr. Srikantha Rao M and Mrs. Geetha Rao M) had booked a Bhutan tour with Kesari Tours(Booking reference number: 430670, Tour Code: NZ090520/4) for 9th May-16th May 2020.
The booking was done on 23rd Jan 2020 and the total amount paid Rs. 1, 47, 000/.

When it became apparent that it would be a health risk to travel during COVID by March, we approached the local Kesari Tours office in Margao, Goa, and asked to cancel our booking.
However, we were told that if we cancelled the booking ourselves, there would be a cancellation charge.
Instead, since a full lockdown was impending from the Government and all tours would be mandatorily cancelled, we were advised by the local office to wait for the company to send the tour cancellation confirmation in order to avoid cancellation charges.
Finally, as expected we got cancellation message from Kesari Tours.
However, despite multiple mails to Kesari's email "[protected]@kesari.in" asking for a full refund at the earliest, we received no reply back.

Instead of refunding the amount that was paid, we received a mail after 5 months, on 13th September 2020 from Kesari Tours with an attachment of a "Credit Shell" of Rs. 1, 34, 760/ (Rs.13, 000 less than actual trip amount paid) valid until Jan 2022.
My parents are senior citizens and given the pandemic, there's no way they'll be going on a trip for the foreseeable future.
So, we replied immediately rejecting this reduced "Credit Shell" and asking for a full refund of Rs.1, 47, 000/.

Since then we have sent at least 10 e-mails asking for the full refund as well as tried numerous times to contact them over phone, but there's no response.
The local office in Margao has been closed since March.

A reputed and well off company like Kesari Tours cannot hold onto funds and earn interest from the booking money of hard working middle class citizens for whom this amount is very substantial.

We would like the full amount of Rs. 1, 47, 000/ be refunded by Kesari Tours at the earliest.