NoBroker com - NoBroker com not refunding Money Back Guarantee amount

I signed up for a Money back plan by paying Rs. **,***.** on **/**/**. I was told clearly that I will be refunded the amount minus the service charge if the property is not sold within * months.

On **/**/**** - roughly ** days later - No broker provided me a lead that paid me Rs. **** as token advance and immediately after that, my property was closed on the site & I gave the documents for the buyer's perusal.

However, within ** days (on **/**/****), the potential buyer backed out of the deal saying that he can't afford it anymore and did not want to proceed

I immediately informed my relationship manager.
My relationship manager also spoke to the buyer, but the buyer was clear that he didnt' want to proceed and wanted to refund of token advance.

Since then, my experience with No broker has gone downhill. The relationship manager stopped taking my calls. However, with much persistence, I was able to connect with a few managers at No broker in the first few days of Jan itself.

At that point, the nobroker team advised that they can reactivate my plan, but I am not eligible for the money back guarantee plan since they already gave me a buyer (who had already backed out).

I have been going back and forth with my relationship managers and their managers, floor managers etc, but on Friday they confirmed that they can't activate my account with money-back plan.

I signed up with Nobroker with great hope by paying **K for a money-back plan and not for a regular plan. So, if No broker is not able to sell my property - I should be eligible for the refund as advised (after the service charge of Rs. ****). I asked them to continue to service until the end of ** days and if they still can't provide me with a good buyer - I expect a refund. I have the recording of many conversations with Nobroker and it hasn't gone well.