Waiting on my refund

They postponed the show for November. And stated we could request a full refund.ive emailed and no response from them. I've send them an inbox with all my details and banking details.its been 5 business days still nothing. I wanted to take my kids and they were looking forward to it.now I can use the money to buy them Christmas clothes I went on Google and saw all the bad reviews of people that is still waiting in they refunds since 2022.