Travel Guru — No Refund after cancellation Booking ID : MOTG[protected]

Address:	Mumbai City, Maharashtra, 400092
Website:	www.travelguru.com

I happened to book the hotel through Travel Guru. The Booking ID is MOTG[protected] booked on (Date: Jan 17, 2016 8:56 PM) for the future date - Sat 6 Feb 2016.
Due to some medical emergency we had to cancel the stay at Hotel Palms Residency New Adgoan Naka, near Aurangabad Naka, Mumbai Agra road, Panchvati India.
We happened to cancel the said booking on Feb 4, 2016 at 2:01 PM.

Their Terms and Condition reads:

"First night cost (including taxes & service charge) will be charged if you cancel this booking by 04-Feb-16 12:00 PM IST. No refund if you cancel this booking later than 04-Feb-16 12:00 PM IST. You might be charged upto the full cost of stay (including taxes & service charge) if you do not check-in to the hotel."
Which means, if a customer books a package of 2 nights or more for 6th Feb, 2016 and cancels it on 4th Feb, 2016, after 12 pm IST, he will be charged only for first night stay and second night stay will be refunded back. So now, where is the clause if a customer books for only one night?? That is not mentioned anywhere on their website.

2. Even after booking through them, why am I suppose to TALK TO MR. UMESH for refund of money? If this was to be done by me, then why have I booked it through Travel Guru?? Is it ethical?

3. The service executive statement says "With reference, we have already tried to convince the hotelier for refund, however they have denied for same." - . Then who will pay for the loss If they were not able to convince the hotelier for the refund, I shouldn't be the one who will suffer !!!

4.The next service executive statement says:
"With reference to the trail mail, kindly note that Mr. Umesh has clearly denied for refund due to last minute cancellation. Hence request you to kindly speak to him once and in case he is ready for the same get an approval mail from them so that we can assist you further."
Am I an executive of their team for which I am suppose to get an approval mail for refund?? I think so, NO, if i had to do their job then I wouldn't be complaining here.

Lastly, Rs. 2, 770 i.e Two thousand seven hundred and seventy rupees, is not a small amount for me and I won't bear the loss due to Travel guru's blunder.