Refund not being settled

I made i booking through booking.com for the 31st of December.... Had family commitments that forced me to cancel my booking. When i canceled my booking i got confirmation to saybit has been canceled for free. Now 3 weeks later getting my refund is a problem. I then called the establishment which is Naldorado in Nelspruit and they are saying they dint refund? What nonsense is that? I want my money back