Ibibo Group / Goibibo — no refund received for flight booked through goibibo

This is regarding a rescheduling and later cancellation request (For international flight from mumbai to tampa on 10th august) i had raised on 3rd august 2019 on goibibo. My request is yet not resolved and the customer support did not provide any help for the same regardless of calling them multiple times. We paid the amount of rs. 95449/- for the ticket.

The reason for rescheduling / cancellation is:
• the return ticket had a layover at canada and a transit visa is required for the same.in such a short span of time, it was difficult to get a transit visa. (Also, there was no alert on goibibo while booking this flight that a transit visa is required.) i have also attached a ticket screenshot of refund if the ticket is cancelled.
We contacted the customer care several times and were misguided for this issue. We raised a request for cancellation because on the ticket it is mentioned "refundable" and the customer care executive also ensured on call that cancellation charges of 22k-25k will be applicable. However, after some time we are got an email that the ticket is non-refundable if you travel one side. There are two contradictory statements on the ticket. (Please check the snapshot).

Since, cancellation was non-refundable (Though the ticket mentioned it as refundable), we raised another request for rescheduling. But later we were informed there are no available slots. Hence, we again wrote a request (Plus spoke on call) that any slot between 9th aug - 20th aug is fine. Now, according to goibibo for this whole slot of 11 days, only business class tickets were available. Is it possible that to fly from mumbai to us, there are only business class tickets available for a slot of 11 days.

For every call made to the customer care, we were ensured that we will get the response within 1 hour however, there is no response. We also have the list of all the agents spoken to.
Many agents ensured that they will give written confirmation in mail of whatever they are claiming however, no written confirmation from their side.
What is the need of customer care, if they cannot resolve the simple issue of rescheduling a flight? Kindly look into this matter.

Please understand that this issue has caused a lot of inconvenience to us as it was urgent to reach us at that point. We feel cheated because we did not get any refund from their side or assistance. I would appreciate your help in this matter.