I have this ticket which I have to cancel. Unfortunately, it was purchased via online travel agency and not directly on emirates.com

The fare rules state that ticket is refundable with a charge PLN 1500.00 (departure is from WAW), which is approx. 40% of all the amount paid, but ok. So I have asked the agency to process the refund, first they denied, then in the end they want to refund only little amount like less than 1% of all the money paid. After exchanging some e-mails, I found that they want to deduct their fee (which is ok, it's their T&C) but also they don't want to refund the YQ which is large portion of this ticket.

I have checked with Emirates directly and they deny to speak about this case and send to travel agency. But I have checked with other travel agents who confirmed to me that YQ is always refundable when ticket is cancelled before departure, it would be not only when claiming back the taxes when no-show.

So who is right in this case? Is this possible that EK has this rules that YQ is always non-refundable? That would be weird. But maybe someone can confirm please?