OYO - Room booking cancelled

I have booked rooms through oyo app for **/* and **/* on **/* morning. While visiting the property. The property management shown us a very worst and Ac not working room. I asked them for a good room but they told there is no room available. Then I asked about the advance paid at oyo for booking. They told to cancel the booking and refund will be processed. But after cancellation through app they have taken my entire advance *** amount as cancellation charge. After contacting the customer care they are denying to refund the amount due to internal policy.