Book with SMTOURS if u wana GET ******

I have booked through a travel agency called SMTOURS end of Feb to travel in March. Due to covid19 we had to postpone and eventually cancel our trip. We have been trying to get our refund since March. Finally SM TOURS gets back to us but robs us of 30% . The owner Salmaan says Thompsons have penalties on the land as well as air tickets. We confirmed with the hotel and they said they did not charge anything. Who is lying Thompsons? Or SM TOURS?