Clear Trip — regarding refund of my trip id[protected]

We have made a booking via clear trip on october 17th for a trip from kochi to hyderabad for four persons on january 3rd 2018 for an amount of inr 29, 776. For unexpected reasons we had to cancel the trip and we received a refund of inr 2, 176 only in total. On the contrary, it is mentioned in your fare rule that only inr 3000 will be deducted from each ticket, in which case the deduction should be inr 12, 000 and we are eligible to receive balance refund of inr 17, 776.
We have been booking for clear trip for travels and other bookings, but it is the first time we are disappointed about your service. Could you please explain your fare rules, which states that only 3000 inr will be deducted from each ticket and based on which we have done the cancellation.