Very bad customer service from Travelstart

Very bad customer service from Travelstart. I had to cancel my trip to Dubai due to my dad passing away 4 days after booking with Travelstart. Emirates Airlines is providing a full refund due to my circumstances. They are stating that I must wait 6-12 weeks for the refund which is totally unacceptable,Travelstart want to charge me cancelation fees which Emirates Airline is not charging. This is pathetic customer service. I'm in mourning and have to beg for my money. I will not recommend Travelstart to anyone as this is the worst customer service I've received.