Jharkhand Tourism Refund Hotel Booking

Hello, I am new to this subreddit. I have booked a hotel in Patratu Valley i.e. Paryatan Vihar on 9th September 2024 for 3nights, check in date is 28th February but my CSIR NET examination is on 1st March, 2025. Therefore I wanted to cancel my booking. I signed on the Jharkhand tourism website (tourism.jharkhand.gov.in) and cancelled my booking on 1st February, 2025. There was a dialog box stating I will be receiving 80% of the amount as stated in the FAQ and it will take 6-8 days for the refund amount to be realised in my bank account. I have been calling the mobile number given on the website since 10th February, 2025. He keeps saying that he hasn't received the request and requests for the booking recept via whatsapp which I did. From yesterday he is not receiving my call and not even acknowledging that he has received the booking receipt for the hotel. The booking date 28th February is approaching fast and I fear that they will not give the refund. The cancel booking button is also not present in the portal. The booking amount is also not small for me it's ₹11,760. I am supposed to receive approx 8.7k. Please help me what approach should I take? TLDR:- Booked 3 nights at Paryatan Vihar in Patratu on Jharkhand tourism website, refund is still pending.