Bad bad service

We have booked with this agent for a trip to Hong Kong and Bali to travel in May 2020, however since the travel ban due to COVID 19 we requested cancelation and refund. We were advised that they WILL NOT Refund and advised that it still safe to travel. Are they placing money above the interest and well being of their clients. We are so disappointed and we would like to anyone else experiencing the same to come forward