Treasure of Europe - 16th August

We did this tour along with our parents and brother who have joined us from India. The tour itinerary is well thought out, however the tour operator or star tour operations team has no compassion for any unfortunate incidents that happen to tourist during the tour.
Our parents had to leave middle of the tour (at end of day 4, this is a 9 day tour) from Rome as my grand mother expired. It is not an anticipated event, so we requested star tours to consider our case and look into any reimbursement that they can make for the unused portion of the tour. We informed the tour operator and also talked to their office. They suggested dropping in an email which we did very promptly requesting to cancel remaining hotel and other reservations. The email response was that they have fwded our email request to their operations team and it takes 7 days to respond. Really?? At that time, there were only 4 more days left on the tour. 7th day, we will be back to our home, what cancellations would they make. It has been a month, we haven't heard anything from them and haven't received any reimbursements. There were unused portions of entrance and events tickets which the tour manager hasn't purchased once my parents left.
Star tour runs business with no compassion. I wouldn't be recommending them to anyone.