Lido Learning - Fees taken but class not started need refund

On ** oct **** Lido advisor completed the *day demo and shared progress report. He asked us to pay **k for *** tutorial sessions. And we paid via shopse intermediary to Lido. Got confirmation but till date no one has contacted us back. No classes started. Advisor says he left lido job already. Emi has started for **k. We need full refund as per policy of lido. Policy says full refund within ** days of us booking a class. We have not booked anything.