Cannot get a refund on a trip for tomorrow

Terrible service. I booked my tickets and then I tried to cancel them for refund. All of a sudden it says that I cannot get a refund, or change my dates of travel. Which makes no sense at all because the website stated that you can cancel up to 1 hour before travel at a cost of R100. NOW all of a sudden, it says no cancellation of refund or change of travel dates is allowed. Im beyond upset. My dad has just lost his brother and this is the bs we must deal with. Have some humanity