Aramex lost shipment - no compensation

Aramex lost a shipment to a customer. We had no idea until 2 weeks later when the irate customer called to complain. Aramex then sent us a message to say that the shipment was lost and there is nothing they can do about it. As per their terms and conditions, they will not be held responsible and we need to refund the customer. I am beyond appalled and shocked.

The courier company is providing a service but they are not taking responsibility for their end of the deal and are also charging me for the service? Surely this can be taken to some sort of ethics council?