HappyEasyGo — no response on refund or reschedule related questions

I had booked my ticket from heg app for 17th april order id[protected] of 3217rs.
Airline has already mentioned that no money will be deducted if i want to reschedule my ticket but heg is insisting me on paying 3895 penalty.
Additionally when i asked them to cancel my ticket and refund my money i get no answer even after sending them over 10 mails.
Ps their customer care is always busy for some reason though it says 24*7