Terrivle service.

I made a reservation via Agoda for Blue Waters Hotel Durban. I had to cancel the reservation due to medical issues, I canceled 19 days before check inn.. I've filled in forms for the refund, I then received and email stating that there will be a 10% admin fee for cancelation and refund, however when i booked there was no such stated, it said free cancelation, I'm highly disappointed as k was really looking forward to booking at Blue Waters Hotel again however I've changed my mind. I'm still waiting for some answers from them as I called in a few times and the person in charge of refunds hasn't been available. Terrible service for a 3 star hotel