YAxis Middle East DMCC - Refund

I signed up for PR to Canada services  from Y-axis in Dubai. Before signing-up I enquired about the refund policy, to which I was told, Refund is applicable as per the file progress percentage. Now, I cannot proceed with my immigration plan as my mother's health has taken a hit due to Covid-** complications and needs a full  time Carer. When I approached Y-axis for a refund they say, refund is not applicable as per the agreement I signed, when clearly the agreement states, I am eligible for a refund If I cancel the services midway. Point to be noted here is, I have not used any services of Y-axis after the initial consultation call as I did not submit any documents to initiate the immigration procedure. I had already paid Y-axis a AED *** for a profile evaluation and later AED **** for their services. I cannot understand, how Y-axis claims to have provided their services, when all that was done was a basic profile evaluation. Its been more than * months of multiple follow-ups but still the refund has not been processed. I want the Refund to be processed  urgently as I am without a job and have mounting medical bills to pay.