Zoomcar — Refund not received after Host asked me to cancel the trip

Hi, I booked a Renault Triber car through Zoomcar app on 29th June 2023 by paying full amount of Rs10285 upfront.

Booking ID :- JPSNC2RAI
Booking date: 29th June 2023

When I reached at the location to pick up the car, Zoomcar app requested for an OTP from the host to start the trip. When I asked the host for an OTP, he said he didn't receive any OTP from Zoomcar. The host called Zoomcar support & they confirmed that OTP could not be given due to system/server down issue. Therefore without an OTP I could not even start the trip and host refused to handover the car and asked me to cancel the trip/booking.
Therefore after host requested me to do so, I cancelled my car booking but Zoomcar charged me full booking amount Rs10285 for the trip which I couldn't even start because of their own system issues. Please call the host & get all these details confirmed with him as well. This was not my fault that host refused to handover the car to me because of Zoomcar App issue & system/server down issue.

I tried calling customer care but no response from Zoomcar customer care service. I raised multiple tickets (1444106, 1444395, 1444552) but still no response from them.

This is my sincere request to solve this matter as soon as possible.
As we expect a better service if we're paying upfront so we should receive it back also as per policy.

Thanks.