One stop travel and tours refund pathetic

I've had a very bad experience trying to get my refund back for tickets which were booked last year to India. When I booked I was told that if the airline cancels due to covid I will receive my full refund. But if I cancel then they will charge me a penalty. my trip was canceled due to covid. When I requested my refund they insist on charging me 500 Rands then brought down to 400 per ticket as an admin fee. Then they say they won't charge me this fee on condition I rebook with them. They are dragging their feet in doing the refund. I'm guessing that if this is not sorted before the one year expiry date which is September I will lose my entire R30000 for the 4 tickets I booked. I do not recommend this company. They do not have good customer service and they refuse to give you anything in writing. I have requested them to provide all of the information on email but they don't reply. They ignore your emails and watsap and it is very difficult to get a hold of them via telephone.