Blue waters hotel Durban

My husband and I booked in today at the place. An unfortunate incident happened back at home. It was unforeseen, when we inquire we are told payments aren’t refundable but we can wait for the manager. The manager says that we have to provide the death certificate in order for a refund to be made. Their policy says bookings cancelled after 14 days prior to arrival are non refundable. I don’t know how I am binded because I booked today and something unfortunate happened hours laters