Indian Travel Store - Tour package paid but not refunded for cancellation due to emergency

I had booked a Shimla Manali Tour package for *rd June to *th June **** and subsequently paid an advance amount of Rs. ****/- as on **st Jan **** based on a word of mouth information. Later they mailed me all the details pertaining to the tour plan. Now due to an emergency, I had to call off the tour hence put a kind request mailing the concerned for refund. However, they replied stating that they cannot refund the token amount as per company rules and action will be taken only if the payment is done with **% deposit. I replied to them stating that they will be cheating me if they don't refund the amount since they had not explained nor shared the company rules. Kindly help in order to resolve this issue.