Upgrad.com - Refund from Upgrad

Dear Sir,

I am asking for a refund for the past * month, due to financial problem because my family was affected by covid and due to that I am not able to continue paying their EMI, in their policy there is mentioned that you can ask for a refund before starting of the batch and I asked for a refund because my batch is not started yet and have not even received the starting date as per the application of deferral batch. at first, my mentor brings my refund request to their committee and what they have decided is if they would refund my money it will not help my situation. I don't know how they are coming up with this idea where they are not seeing the actual condition which my family facing. I need immediate help.