Visas Avenue — My money is stuck here!

Hello i have booked for express entry profile. When the pandemic started i wanted withdraw my plans of moving to canada because i wasn't really satisfied by the service given by visa avenue through cold emails. I asked for refund. I was told we can put the application on hold but not refund your money. Also they told covid isn't reason for issuing the refund. I have initiated a single step in my application and yet they block my money for 2 years. I even spoke to customer care saying you take your service charge and refund the rest of my money back. But they are shrewd about not refunding giving an reason of contract note signed. Also while making me sign the contract note i wasn't informed about the refund clause in detail. Its absolutely cheating. If you see on attached image... October i had even asked for further guidance and the staff replies me on december 7th!!.. The main reason for withdrawal of process with visa avenue is lack of service.