Thomas Cook India — Credit note denied for cancelled trip

My friend and I had booked a trip via Thomas Cook for 26 Jun 2022.

We had made an advance payment of INR 36, 129 on 4 May 2022.

Unfortunately a few weeks before the trip, my friend suffered an injury and was advised by her doctor not to travel.

We notified Thomas Cook via email on 14 Jun 2022 and shared medical certificate on 16 Jun 2022.

We asked if we could get a refund

We were told we can reschedule the trip.

We agreed and asked for it to be rescheduled to 28 Aug 2022.

However, Thomas Cook changed their stance and said rescheduling is not possible and our entire advance payment is forfeited!

We were shocked as it is a big amount.

We escalated it and shared that their policy has the following clause -
"Also note that in case of any restriction/health issue( guest gets covid +ve), we will be avoiding charging any cancellation basis documets been shared .The credit note for the same amount will be issued which guest can use in future. During any amendment /cancellation - airline cancellation(wherever applicable) will be charged as per airline policies."

We had expected to get a credit note which is in line with their policies.

However, despite our escalation emails and calls, we were denied a refund.

It has been a deeply harrowing experience.

We hope that raising the matter in this forum will help us rightfully get our refund.