Pi Overseas Pvt Ltd — I am complaining about refund policy in their aggreement

Address: Ansal tower, delhi

Website: www.pioverseas.com

I had applied with them in the month of march. Before applying i had said that at present i have just applied for my passport so we will do the process later. However i was advised that passport will be required at the last stage i e while processing visa. And the person was very persistent to make me pay. So i said Ok.
Then they took my docs and said am eligible so you have to pay first then agreement has to be signed.
Accordingly i had paid them and started the process.
Now after this sakshi had asked me to submit docs again in which passport was there. I told her what i was informed before . She said you have to submit passport as well. I said ok I'll submit but i haven't received so give 2 months time. In this they gave me 1 month time.

I hadn't received passport, so i told her about it she said they cant extend so you can withdraw. Accordingly i said deduct whatever your charges are and refund me balance amount.

Then i received mail stating i am eligible for 0 % refund according to their aggreement which i have signed.

I checked the agreement an in their refund policies it was mentioned that in case of delay in submission of documents client has to pay 25% penalty.

I raised this point with her. What she said is it is for re opening the client file.

If it is for reopening it should have been clearly mentioned in the agreement. While it is not mentioned they have to refund me 75% of the total amount.

And i have also stated that if they dont want to refund grant me some time i wil continue with the same process for this she said i have to pay additional 25% as mentioned in the refund point.