HELP!

Hi – Within 5 minutes of paying in full for this software I realised that it is NOT compatible with my shopify website. I immediately requested to cancel and access of refund but have had no response at all. I received an automated email from Bhanu Ahluwalia welcoming us and asking for any queries or feedback, but it was obviously not a genuine request because when I did respond with a query I received nothing in return. Please can someone assist asap.