Kesari Tours — Ticket refund

My parents had booked 'Images of Europe' tour (ID: P7180420/20) through Kesari from 18th April - 20th April'20 in the month of February'20. We had requested the refund for the same in the month of March'20 and had received the email that they will be looking into this matter, since then we are trying to reach out to them through email and booking agent but there is no response from their side.