Reimbursement Ouigo late + missing train connection

Hello! 👋 is it normal for Ouigo to reimburse only the ticket fairs and not the add ons? They have reimbursed 100% of the ticket fairs but not the ticket for my pet or the 9€ for Ouigo plus. Thanks 🙏 I have to say that the procedure was super quick and didn’t need much steps everything was explained super well but I didn’t understand just why they also don’t reimburse the ticket of the pet and the supplements like Ouigo plus …