Nestaway Technologies — non refund of token amount

Hi,
I paid 10000 of booking amount (2times*5000) for a house in nestaway but couldnt move into it because of lockdown. They promised me to return the amount since it was not my fault. I have also requested the same through their customer care and app, every time they promise that it will be returned but it never happens.
I am attaching snapshots here.