Travelstart dishonest & ********* practice

I purchased a ticket through travelstart to travel to Paris on a Qatar airways flights however the flight was cancelled but I was misled to believe that it was a schedule change by a travelstart consultant while in fact it was a cancellation as the flight initially booked was no longer available on the carrier. I have requested for a full refund since the new schedule didn’t work for me as we were supposed to travel with 2 infants and 2 children however to process the refund travelstart is applying a R1000 processing fee. So they want to charge us R6000 processing fee in total for the refund although we didn’t cancel the flight but the carrier did. I found this practice ********* and dishonest because it is not our fault that the carrier cancelled the flights we book yet we are being penalised for requesting a refund.