Disappointed in their services

Hi guys

So a friend of mine made a booking about 2 months back to KNP in Mpumalanga for a weekend. which we had to pay half the price that was required to obviously secure the booking, However things didn’t go according to plan so we had to cancel. We were than told we’ll receive half the premiums back till today we still waiting, when trying to contacts them thy unreachable, when we spoke to them via email they told us we will be forfeiting the entire amount cause we did not pay in full. I’m really disappointed because they doing the total opposite of their policy and we not cancelling for the fun of it . We have a crisis at hand. Is this website even real?