Duke Kashmir Travels - Incorrect Money Deduction

I with my family had planned for a kashmir trip in 2020 thru duke kashmir. An advance of 30,000 was also made. Our trip was scheduled for 1st April.  But due to covid, and lockdown on 25th Mar,  we couldn't make that trip. Then as we all know, the lockdowns kept extending and it was never possible for us to take that trip. During this entire time, I tried to check with duke kashmiri for a refund. I was constantly given assurance that I do not have to worry and my money is safe. Now when things are normal and I tried to book a trip, I am being told that there is a 20% deduction.  I seriously cannot understand how is this being done? For the same trip, I had done flight bookings and I received 100% as credit note. But in case of hotel the same was refused and additionally now I am told about the 20% deduction