Nobroker - Refund not issued on Cancelled Service

I had booked Packers and Movers Service from NoBroker and had to cancel the same due to personal reasons. When I booked the service, the executive had confirmed that I could cancel the service * days prior from agreed moving date and I would receive the full refund of the booking amount. But when I cancelled, the refund was not initiated and it was rejected without stating any reason. When I checked with customer care, they did not give any concrete answer for reason of refund cancellation. I have followed up with them multiple times but to no avail. Hence wanted to raise a complain against them in this forum.