kiwi com - Flight Ticket Refund not Received

I have booked a Vistara Airline flight ticket from Bangalore to Delhi via kiw.com scheduled for *th May, ****. Due to the second wave of COVID-** in India, the Airline rescheduled the flight. Since this change is from the Airline, they agreed to provide a full refund for my booking. They gave me a confirmation e-mail that the full refund has been authorized to kiwi.com for this trip. Now kiwi.com is not providing the refund amount to me even though it is mentioned in their policy that if airline provides them the refund they provide it to the customer.