Make My Trip - Refund owed and complaint unaddressed

I was booked on a flight from Bangalore to Kathmandu, scheduled for * October **** at *:**pm. Per the terms and conditions (evidenced in the screenshot below), we were allowed to cancel this flight upto ** hrs prior to departure and obtain a refund of INR*****.** minus (INR **** + INR ***).

As the records will show, on * October ****, at around *pm, I raised a cancellation request by phone. I had to do this by phone as the Make My Trip website was not allowing online cancellation.

This is well before the expiry of the cancellation window.

When I got through to the agent on the phone, the agent indicated that the cancellation charges were around ****, which I disputed. He said he would recheck the amount and call me back before *pm the next day. I repeatedly checked if that is ok as it is so close to the flight time and outside the stated cancellation window in the website. He reassured me that this is not a problem and that the refund would be the same whether I cancelled on * Oct before *** or before *pm on * Oct. I took his word for it and he ended the call.

No one from MMT called me on the morning of * October. Accordingly, at around **** am, we called MMT. On this call, the agent once again said that she would check the refund amount and get back. She did not call back.

So again, I called MMT at around *pm. An agent called Yash Aditya took this call. He, for the first time, told me that MMT could not cancel the flight outside the cancellation window and issue the aforementioned refund to me unless he could verify the conversation I'd had at *pm on *th October. He said MMT would do this verification in around ** hours, and he raised a complained no. *****************.

He sent me a confirmation by email (see attached).

Since then, I have chased MMT by email multiple times (see attached) and they have not responded. It is impossible for me to call the call centre again as the flight has gone, and their website system for complaint escalation is also down.

Accordingly, I am filing this legal complaint to claim the refund owed to me by MMT, which is INR *****.** minus (INR **** + INR ***) plus interest.