Byjus classes - Not paying refund amount

I am complaining on behalf of my brother-in-law here. My complaint for Byju's is as follows:

We took classes from Byju's for class *. Their Marketing Executive Mr. Anas Syed called us and explained all the details about the course fluently. We joined the course with the Positive thought that the student will definitely do well and will be benefitted out of this course. As a part of their marketing policy, Mr. Anas invariably explained about the CANCELLATION procedure also over phone. He explained that the company executive will call us within ** days and ask about the level of satisfaction and confirm from us whether we want to go ahead or cancel the course. No questions will be asked for reasons of cancellation. Please note that nowhere during his conversation, he mentioned about any written mail for cancellation.

After paying the initial amount and signing the ECS option, our course started. However, due to some UNAVOIDABLE Reasons, we wish to CANCEL the course. The same was informed over phone before the stipulated ** days. Nobody told us even at this point of time that we must inform about cancellation by written mail. No action was taken still. So, once more it was informed about the cancellation. Again, this time also written mail cancellation was not asked. If it is mandatory to inform about cancellation in writing, why was it not told even at this point??

After this, we received call from some Mentor who was forcing us to tell us the reason for cancellation. In spite of reminding several times that as per your company policy no reasons of cancellation will be asked, he was forcing us to tell us the reasons. Anyways, satisfactory answers were given to the caller.

Now suddenly we received a call from some Senior Manager of Byju's stating that we must send WRITTEN CANCELLATION MAIL for getting back our amount. That too we will not receive FULL REFUND due to some more clause. Only at this point of time, we came to know that we have to send written cancellation mail. Now, we started going through their long terms and conditions clauses where all these things are mentioned.

Please allow me to submit here that BYJU'S being a well known brand, we believed in the words of their representative and did not bother for going through the terms and conditions sent to us over email. (The fact is that my brother-in-law never read it as he and his family believed only in words of their rep). Secondly, when we informed over telephone about cancellation, we were not reminded about the clause of written cancellation rule. (In fact, we were supposed to receive call from them for this). We informed regarding CANCELLATION for two times and never we were told about the clause of written cancellation.

We humbly request you to help us in getting refund of our FULL FEES as was promised to us.

Their rep Mr. Anas is not receiving our phone calls.