SOTC — no interest in returning money after visa refusal

My parents have been availing sotc for quite a while for tours around the world and they were satisfied. But recently they had a bad experience with sotc.

They booked a trip to japan from kolkata for 400k inr. They paid sotc in full 6 months in advance and provided the documents as they asked for. Sotc always told they will take care in checking and submitting the documents to be submitted for visa. Sotc applied the visa only 1 week before their travel and 4 days before the travel, the visa was rejected. Now they don't care or take responsibility about the loss even though my parents were their regular customer. They are only prompt while collecting the money.