Refund policy exeption

I understand that companies have a cancellation policy but if it is a situation out of your control they should consider making an exception.<br> My grandfather made a booking for 24-26 April, my grandmother was admitted to Pietersburg Mediclinic on 26/03/2015 for a serious head injury. She has had 2 operations and is still in a coma since that day. I reported it to Crystal Springs on 30/03/2015 and requested that they make the refund as we know that she wont be out of hospital by the time of the booking.<br> I did not receive any response and after I followed up again today I was informed that they will still only pay 80% of the refund even though this situation is out of their control. <br> <br>