Refunds are generally not possible once an order was paid and completed, unless you have ordered an insurance (for more information see What is Refund Protection (by Booking Protect)?), together with your ticket(s). If the latter is the case, please get in touch with the insurance company.
Paylogic is not authorized to execute refunds on its own initiative; every refund needs to be authorized by the organization first. Once a refund request is received, Paylogic Customer Service agent contacts the organization, and the customer is informed once an answer (either positive or negative) with regard to the refund is received. If the organization authorizes the refund, the order can be refunded by Paylogic.