Travelstart fees not refunded when flight cancelle

We used the [URL Removed] services for the first time when we booked a flight from Windhoek to Lanseria on a flight that appeared in their list. We paid for the flight and the services of Travelstart. Four days before our trip we received a notification that the flight had been cancelled and that we would receive a refund in 6-8 weeks. The refund from the airline occurred within two weeks but the amount was less than the total that we had paid. On inquiry from Travelstart we were told, \You were only refunded for the airfare and not the Travelstart service fees as it is non refundable."I cannot understand how a company can provide bad service and then believe it should not be held accountable."""