Misleading

On 29/10/2018 we booked and PAID for return tickets from DBN to Auckland NZ for 5/2/2109. In order for us to submit a visa we had to have booked return tickets. Travelstart "luckily" has an option to take out a visa denied policy - should a visa be declined for a full redund. OBVIOUSLY one would automatically then add that on as an extra as it is quite a sum of money to be taking a chance on paying SO much for tickets than having your visa declined and losing all that money. On 5/12/2018 we received feedback saying our visa has sadly been declined. Our next step then was to contact the support desk at travelstart getting the process going for the refund of our money. The customer care agent instructed me to send an email with all relevant documentation in order for the refund. After doing so we had received an email back saying that due to the reason for visa declined the policy does not come into affect and that they will reduce the admin fee as a good will of gesture...WHAT?! It is 2 MONTHS in advance and the airline will be penalising us and and and...I am not very happy and I will NOT be accepting this nor leaving it there. We have taken out the visa denied policy just for the reason of the risk we have taken. The visa denied policy has clearly misled us into believing that should our visa get denied for whatever reason we will be refunded - not should they decide that we are eligible for our refund for whatever reason they feel fit then only a decision will be made regarding the refund!