Unreasonable terms and conditions

This is my worst experience as I placed the order with them and due to lockdown rules and prohibition of social gathering I had to cancel and they haven't started working on my order. All they have on t's and c's is aimed to reap off people's money I will lose 25% of the total order. I strongly believe they should be an exception on their terms.

I am so disappointed as I thought is reputable supplier.