Urban Standz Private Limited - Refund

We were in talks to take a house for lease through Urbanstandz. We paid ***** advance on lease, but later found out that the house in question didn't have power back up (which we had specially mentioned we needed).

The initial advance was first mentioned as ****, then *****, and we eventually paid *****. Owing to reasons we clearly communicated with the team, we chose not to go ahead with the leasing. The staff even told us that they have not sent the advance we paid to the owner. Now, they are claiming that advance as service charges while they told us they won't be charging any charge to show us the house/s. There was no such "fee" mentioned during our initial conversation and whatever amount we gave them, they said it is the lease advance (and the remaining lease amount of **,**,***) was to be paid after meeting the owner before which we expressed we don't want to go ahead with the lease. We communicated the same within a few hours (less than ** hours), but now they are saying they will not refund the full amount and also we will have to wait for ** days to get it back. Our trust is broken and this whole thing is causing me and my family lot of distress.