Shuttl — charged for not taking the ride/refund amount

Address:

Tambaram, 600045

I booked a pass to use the shuttle service, and i have taken only a single ride, but i was charged thrice from the wallet stating even if i don't take a ride it will be considered as taken, i really don't understand how can i ride be considered as taken if the person not boarded the shuttle and they have deducted 70% from the wallet stating it's a cancellation fee.
I did not get my money back as the pass got expired.