Via.com / Flightraja Travels — refund of cancelled flight

I booked 3 tickets on emirates using the via.com website. However, the flight was cancelled due to covid-19 restrictions. On contacting the airlines i was informed that refund has to be processed through via.com. However, their email is non responsive and their cancellation form says the ticket is “non refundable”. However, this is a fully unused ticket and according to their own policy, i must be issued at least a partial refund.

My booking reference number - fmnaf3boody2l