SOTC — senior citizens struggling with refund from sotc

Here is the sequence of events.
1. 9th feb - the booking was made by senior citizens for group tour to europe and contract was signed 40k/person was paid.
2. 24th feb - the cancellation request was raised on account of epidemic outbreak covid-19 to destination company (Italy and few countries within itenary) as per circular from who and health and welfare ministry of india
3. Sotc executive communicated that the cancellation amount is 36k per person which is 90% of 40k booking amount and was unable to explain the basis of deduction. It seemed an arbitrary call. The travel dates were more 60days advance and the cancellation request was raised within 2 weeks of booking.
4. Repeated follow up with your team and there is no positive response to the request
5. When asked about the clause under contract which covers the booking amount in cases like this, there is no answer, this is definitely a breach of contractual agreement
6. Please note the number of casualties reported in italy is already nearing 3k and under such circumstances, you are suggesting ppl over 65yrs to continue with the travel with your company or lose their money. Also there is a directive from the counsellate on cancelling all tourist visas to destination country and still you guys don't agree with refund?

During all our conversations, i have been asking about the contractual terms of refund which you say you agree in this condition but can't do anything about it??