Deposit non-refundable

Booking reference. ACOR ********** 3/501

I had made a booking on the 13th of September 2017, unfortunately I had to cancel due to.unforeseen circumstances.

I sent an email to cancel on the 30th of November. Which is 30 days inclusive to 15 days inclusive before our booking.date.

I was told the mail would be forwarded to their accounts department on the 1 st of December.

Since then I have called and emailed multiple times with no response whatsoever with regard to my refund.

Begining of the year we called and was told the owners are on holiday and they can only check whats happening when they come back.

Only until today my mother called and was told our deposit is non refundable.

To my knowledge according to the reservation form under the cancellation terms, I would have to forfeit 25% of my booking value, therefore I should be refunded R2700. Also no where was it stipulated or was I told that the deposit is non refundable.

This is highly frustrating, and unfair. I tried.calling earlier and my calls were being cut which is very unprofessional. I am highly disappointed. I was looking forward to making another booking in the future but after this experience I wont.