Spice Vacations - not refunding our money

My family booked their package for Andaman and Nicobar from Spice Vacations, Their policy says that passengers traveling to Portblair have to get their covid test done within ** hours of their travel. My family has a flight on March **th, **** at *:** am so they went for testing on **th March ****, and the testing was done at **:** pm, they received their test results by the night of **th March and, Unfortunately, my mother's report came covid positive so at the same time at **:** pm on **th March I have sent an email to spice vacations at support@spicevacations.com since they did not provide any contact number. I spoke to SpiceJet airlines and they said that I have to talk to spice vacations only. I attached my mother's covid report in that email and I asked them to cancel the reservation with a full refund or reschedule their trip. they reply very late and now I received their reply on **th March **** saying that they cannot cancel the reservation since the passengers were no show. I want to register a complaint against spice vacations since they are not helping us. My father got LTC from the government and the amount was one lakh sixty-seven thousand nine hundred & twenty rupees, it's not a small amount and we are a middle-class family. It's their policy that we have to provide covid test within ** hours of the travel, we did everything on time and now they are denying for help. Kindly see the booking details below:- PNR Number- SIQR*R Booking Number- ******** Passengers- Harish Kumar, Urmila, Vaishali, and Archana