Nonrefund for a refundable ticket
 

I booked two tickets on 21 OCT. flying from Sydney to Newyork 1 MAY 2016 and London to Korea 31 AUG 2016 through skyscanner. Due to irresistable reason I should cancel all of my plan that means I should cancel the booking for tickets too.

But the problem has started.

Customer survice center says the tickets are nonrefundable so I could get just taxes for each tickets if I cancel my reservation. I was confused because that I didn't notice any policy or information at all when I booked the tickets, and also that information has not shown on my receit or confirm reply E-mail too.
I was searching the same way to book the ticket on Etihad homepage and that's the place I found the policy and it shows that I can refund my ticket anytime (If I pay the cancellation fee).

THE TWO THINGS SHOULD BE ANSWERED:

1. If the tickets are nonrefundable why I cannot find any information with concerning that. This is not my responsibility bewaring the information which has not shown at all.

2. WHY ETIHAD AIRLINE WANT TO NOREFUND for A REFUNDABLE TICKETS?

My reservation code is BIJHSL

I'm attaching the file the policy shown on Etihad website for these tickets.

the attatchment
 

Dear guest,

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