JustFly review: Cancellation policy issue

I wanted to reschedule my flight and by mistake I open cancellation policy 'Refundable.me' website, I thought I am redirected to rescheduling section. Then I submit the form ang it got declined, I was amazed that they did not asked for fare charges and etc and they declined it.

Then I talked with JustFly representative and they show me correct way of doing it. I realized I went to cancellation policy section and not reschedule. Then as per instruction I did reschedule my flight. Now as I moved forward and exited about my trip, suddenly unfortunate event happen in my life and my Grandmother died. I was devasted and as I had to go to India, I tried cancelling my current booking with JustFly. However, then I realised that even though I paid for extra cancellation policy, I could not do that because it was already used.

Yes, first time I used it by mistake instead of rescheduling. But it was never mentioned anywhere in their policies that you can apply it only once. I got to know about it form one of their representative and now there is no way to cancel my booking even though reason is genuine.

I am sad and confused by the policies and do not understand how it works.

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