Spa ill treatment, we want our money back or a reschedule

I booked a spa treatment for two which was scheduled for 3.5 hours and was scheduled for Saturday, 9th of March 2024. The spa treatment was R799 and a voucher was purchased.

On the day of the spa treatment sadly we arrived 30min late, however communication was sent. Upon our arrival we were advised that due to us being late we will have to cancel on of the activities for the day and we agreed to cancel the face massage. As we were about to start and proceed with the day we were then advised that our other massage will be shorten as well.

This is where the problem actually started, why did we have to shorten other activities... We had an argument with other staff as they were saying we had to cancel before we came , and we never wanted to cancel at this point because of the late arrival and the arguing time had passed. We did, however, later speak to another lady that seemed very polite and was working with us. They advised that we can contact them and reschedule for another day as it was already late.

On Monday, 11th of March i reached out to them on WhatsApp and they advised that our request was declined due to the fact that we need to cancel or postpone before 24 hours before the appointment. I further explained that we did not want either to cancel or postpone we arrived late and had an initial agreement but it later changed. We advised that they either give us a refund or reschedule as this was an unforeseen circumstance.

They have not responded since and I need an outcome to this matter. We have basically lost R799 as we did not get any item from the session nor did we get any money back.

Please help us with this matter. Your assistance will be highly appreciated.