Nobroker — no service for the amount paid

We took a relax plan from no broker which involved searching shortlisting and scheduling of properties + negotiations with the owners along with finalisation of and agreement.in the sales call i was told lots of properties available as per my specifications, i had specifically asked about what would happen if our rm isn't working, and i was assured that we can request for rm change.

Our experience
After our rm got assigned, and took requirements, he hardly shortlisted properties, so i shortlisted 25 properties and shared with him for scheduling. He arranged one meeting and for the rest he said no one is picking up his calls... Despite constant follow up from our side, he wasn't able to schedule so i scheduled with the owners.

When it was negotiation time, he again told us that none of the three property owners were contactable. Finally when he was able to contact, he realized for the first time that deposit is not 3 months but 10 months, till then he had assured us that deposit will be 3 months! He wasn't able to negotiate with the owners, and told us to speak to them. We told him to find additional properties in the meantime so that we have backups, however nada.

We finally found visited and negotiated a 4 month deposit with an owner.

So i paid for a service and it wasn't provided, i requested for an rm change multiple times and it never happened, i requested for customer support call back and it never happened.

Now i am requesting for a refund in lieu of service not provided. But as per policy they cannot refund the amount.

Please tell me what is the policy in your organisation for service not provided to customer who has paid for that service?