Zoomcars — not refunding fuel bills as promised that I paid upfront

I took zoomcars for the first time. There were two booking types, with and without fuel. With fuel costs me around 1k extra. I opted that for my convenience thinking the car will come with the fuel. When the fleet brought the car, the car arrived with 15% fuel and fuel light beaming, fleet asked me to fill fuel myself, told they will refund the money.

I went thru their help&support section-wallet&refunds-refund amount-what if fuel expense still not reimbursed? It reads, 'any fuel related expense provided if reconciles reasonably with the distance traveled will be refunded'. So, i have uploaded my bank transaction details citing the fuel swipe 1k on the same date of the booking. But not refunded after 48 hours. When called support, they said they wanted exact receipt given by pump station itself. After quoting the above answer from help&support they didn't wanted to listen, asked them to transfer to the supervisor so that can understand what i say.

Supervisor called me, and asked to call the pump station, go and collect the bill from them and upload. I said him to read what it displayed on their help& support, that clearly tells us 'to upload any fuel related expenses that reasonably matches the distance traveled', his answer, 'sorry we can't refund'. Said him again, 'i paid the fuel bill upfront for my convenience and believed the promise that it will be refunded', his answer, 'sorry we can't refund'. I asked him again, 'listen, when the car given to me, was with 15% fuel that recorded by the fleet, i have traveled around 200 kms recorded by the fleet, and when i gave him the car i returned him with 21% fuel fleet recorded that too, without fuel how would i have traveled', his answer 'no we can't refund'.

It's really bothering how can customer support could be this much ignorant to a genuine call to refund what promised and seems a prior scream to me that how would zoom cars can handle the issue of a customer, when they having different rules on their book not shown anywhere on their website, and different rules on their help page. Nothing less than a robots.