Thrillophilia — Refund issues

We had booked a package from thrilophilia for Kashmir trip and that was 7 days package,

We had given the advance amount and even booked our flights

Just before 5 days this people came to us and said they havnt processed anything

So we than asked for the refund of whatever advance payment we had made and because of their mistake we had to cancel our flights tickets. Now I want our flights amount back - I can’t bear any looses because if their mistake