Make my trip - Refund not given of cancelled flight

I made a flight booking through Make my trip for JAI-DMK-HKT and had also purchased additional baggage and trip Insurance too. Due to serious medical emergency and advise of doctor to avoid travel; I had requested Make my trip to cancel my booking and make refund and submitted all documents and medical proofs to MMT. But its been more than a week they are just making excuses and saying that they are talking to airlines and Airline is imposing penalty on cancellation and also saying that make my trip will also deduct charges paid for Additional baggage, Insurance and MMT Convenience fees. which should not be a case at all when I am not travelling on medical ground than how can they penalise and even deduct charges for additional baggage, insurance and convenience fees. I am in need of this refund amount as the same will help me in covering atlas a part of medical treatment of my wife. Please help.