REFUND DECLINED EVEN THOUGH DUE TO MEDICAL REASONS

We planned a holiday down to the Cape via the garden route. We were to be based in Plettenburg Bay,at above B&B. Due to circumstances beyond our control, my husband was admitted to hospital on 22 Dec with acute back pain.The neurologist had to do administer a cortisone injection directly into his spine and he was booked off till the new year and not allowed to drive or travel. We immediately informed [URL Removed] the agent,who said they need to contact them directly.initially when we made the booking, the FULL amount of R2998.00 was immediately deducted form our account. we emailed through all tests,xrays,scans,MRI and letter from doctor explaining our situation, to both [URL Removed] and Castleton.We didnt receive any response from them and when they did, castleton didnt even have any record of our booking on their system. they claim to have different dept and gave other lame excuses. They are refusing to refund based on their cancellation policies,which i understand under normal cases, BUT this is MEDICAL and we have proof and these are UNFORESEEN circumstances.We booked at O'hannas B&B, also through [URL Removed] as well and they had no problem refunding our deposit.