Air Asia — Service

I had unfortunately booked a short holiday in goa for april. Due to the covid situation, those tickets had to be cancelled. However, airasia said that i could not take a refund as i had booked through irctc but could only rebook. I rebooked for august 13th and return on aug 16th and was assured that i could rebook any number of times. Since we are again not in a position to travel without going into quarantine i need to cancel (Preferably) or rebook the tickets once again. It is impossible to connect with any live service representative at air asia as they always claim that their lines are busy at any time of the day. Their online service gives only stock answers without comprehending the problem.

I thought that all airlines were required to refund covid hit flights? Why is airasia not doing this? Since we have no idea when we will be able to travel it is the only logical solution. I am now looking at a rs12000 loss.