Zoomcar — Charged full amount after they failed to provide me the car

I booked a car on the Zoomcar app, paying a total amount of 5303 rs. I was asked to upload my Aadhar/Passport and Driving Licence to get my profile verified. I uploaded all the necessary documents multiple times but the verification was rejected every single time. I contacted the customer support and student 20-30 mins on call with them and I was assured that the profile will be verified but that did not happen. I went to pick up the card at the prescribed time and was unable to do so since the profile was not verified. So after spending 3 hrs trying and failing to get the profile verified, i had to cancel my booking. I was then told that I'll not get the refund and inturn i have to pay 615rs as a penalty. I don't understand how any of this is my fault. Since they were unable to provide the service they promised, I need a full refund and no penalty charges