Is the money paid by the pilgrims who canceled their trips, and which the agent collected and handed over to the travel agency, the responsibility of the agent after the agency refused to refund any of it?

The intermediary for submitting the documents of those apologizing for not performing Umrah is a trustworthy agent. He is not liable except in cases of transgression or negligence. Therefore, those apologizing have no right to demand any of their money from him. If they have a right, they should refer to the owner of the agency for it.