Ebucks travel failure to furnish cancellation policy aer confirming booking, and when I tried to cancel my trip, I got told that I did not qualify for a refund.

I booked for a weekend stay at Sun City through ebucks travel at the beginning of July. I paid for the weekend in fll. I was supposed to be travelling to Sun City and check in on the 17th of August. Last week friday(10 August), I had a bereavement in my family which will make my trip impossible. I then contacted the agent who was helping me with the bookings, after explaining my predicament, I then requested for my booking to be cancelled, and refunded, she then responded that it was not possible, mind you, this cancellation came 7 days before the anticipated check in time, I then requested that I change the bookings for another date, which she also said was not possible. When the booking confirmation was sent, there was no cancellation policy attached to the booking, I then emailed the agent back and requested that since she did not send the cancellation policy with the bookings, can she end it to me, this was on the 10th, to date, nothing has been sent, this morning again, I sent the email, no response. On the 10th, I also emailed the group of FNB's private bankers, and ased for assistance in the matter, mind you, I am a private client, to date, no response from the bankers. I feel this is a total rip-off, and I must be refunded