Jet Airways — non refund of cancelled international jet airway flights

Address:

Mozartstrasse 30, Erlangen, Germany

I have received a changed itenary followed by cancellation of my flights booked with jet airways. The booking code for the flight is skaizr and the total amount is 2980 euros. The flight booking was for our four family members for visiting our family in india. We have also received the cancellation confirmation from the online portal flug, de which booked our tickets (Booking code/confirmation number: s535zp,[protected]
We have not received the refund amount yet. We were informed by the online portal that jet airways is not refunding the amount. Can you kindly help us to receive the refund?
Vijayshankar sivanandam