Non Response from Avo Orange

My son was booked to go on an Orange River Trip and get transport with Avoorange. Unfortunately, my son got sick the day before the trip and ended up in ICU for a week. I reached out to this company on the day before the trip when we knew my son could not go. I requested whether there was a refund policy. That first email went out on 8th September,2024. I have followed up with two further emails. I have not received any responses which is extremely unprofessional.