Shocking PLEASE show me where in your policy does it state that you only pay for cases that you win?????

Claim no 334 I went into their Rivonia Branch on 16 October 2019 (with all the documents together with a typed out explanation in detail ) regarding a person that tried obtaining a Interim Protection Order against me, and failed, this person was told by the Court to supply further information. I showed this to a Advocate who informed me that he doubts if that person would get get a Protection Order granted. Even the gentleman at Clientele who attended to me said the same. I was told that they would get back to me within 24 to 48 hours, he was told that the matter is urgent as the matter is on Wednesday 23 October 2019. Despite many calls to Clientele i was only called back today by Mr Christiaan Swart who informed me that they will not attend to the matter as i have little chance of success, however this is a lot of BULL, as i have all the proof that i only acted in the public's best interest, and out of frustration, and everything was true from my side. I read that someone else was also told the same regarding their matter. I would love to know where in the policy does it state that they will not take on the case if according to their believe is little chance of success????????? However a Advocate said the opposite. Why are they taking your money, when they do not help you??????????????