Full refund denied after cancer diagnosis

I made a reservation with Tamara Pather at Sandton Flight centre for my husband and I for a spa package and 2nights accommodation at fordoun spa Midlands for 18December.I Paid in full.Subsequently my husband was diagnosed with cancer of the prostate,a dreaded disease.He has been booked for radiation treatment on 7 December. Obviously,this has affected our family in many ways. My husband has become quite depressed and is seeking psychiatric treatment as well. I sent through the medical reports and proof of the radiation treatment booking to Tamara on 14November. She advised that I can only get a refund of R2784 of the R6960 I paid as the hotel is charging 50%. (That is not 50% by the way). We complained that,considering the circumstances this is extremely unfair and frankly inhumane.We complained to Tamara's manager Warren Grisselle (since she was not available) and he advised that he would get back to us within 2days as he was busy with a last attempt with the operator. A WEEK went by,we then found out he left to Mauritius and returned today. After 2 calls and messages left for him(one with Tamara) to return our call,there was no response and hence I am writing this complaint. I even had a reservation at Sun city in December and after sending them the medical reports,they refunded me the FULL amount within 2days. This is absolutely unreasonable and ********* of Flight Centre.