Canceling a booking

I made a booking at the De oog holiday resort in naboom .Due to a family emergency where my mother is on her death bed I had to cancel my booking.<br> When I called them the lady said they cannot refund my money back as that is stated in there polices. I explained to her my reason. She then said I must send a mail so that management can decide on the matter. I do not have a problem if they need to keep 30% of my deposit but to keep the hole deposit and not understanding what we as a Family are going through shows that they do not care and only want money. If ever I need to be in Naboomspruit then the De oog will be the last place on earth the visited and this I will tell all I know <br> Hour booking is only for 17 October and I am cancelling in time