Eagle Liner refuses to refund me

In December I bought a ticket to travel to the EC, but on the day (14 December) I had to postpone as I became ill and could not travel. I provided my sick note and topped up for my ticket to be updated for the 23rd, and I was happy. But on the 23rd I got sick again and reported within the cancelation period and I was asked to send my sick note, which I did. After a while I got a response that I can't postpone twice but that is not written on their terms and conditions. Can someone please rectify this as I would like to have my refund rather.