unfair treatment

I just left at chicken licken at Vanderbijlpark with broken heart. I understand that i have made a mistake with wrong order with the same price. They told me the are nothing they can do because is the policy, but when i ask for the policy nobody can produce the copy. I think when you say something to customer that includes the policy you must show. I left that food at chicken licken that i had paid,CAN YOU PLEASE HELP ME TO BE REFUND