No refund

I booked at Dikholo but have to cancel due to family illness. I have tried numerous time to cancel and get sent from one consultant to another. Now they say they cannot refund the money even though I accept the 10% admin fee for cancellation. There excuse is that the cancellation clause in the booking is not valid, how is this possible. I want my refund and don’t tell me to click on the link in the booking there is no link. Pathetic service.