Refusing refund

To sum everything up, our flights and accommodation got cancelled due to Covid and border closures, now they are refusing to refund after two agents told us that we will get refunds within 7 days (R80 000). They are denying everything and telling us we signed their TC’s (which we never did). They never read or gave us any TC’s to read and sign.

We never asked them to cancel anything. They cancelled our flights without us giving them consent and our agent were never able to move our accommodation bookings. So they did not give us an option to rebook, they just cancelled it and now they don’t want to give us a refund. They want us to pay a penalty fee to get flight refunds, but they cancelled it and the borders closed, so we feel that we have a right to get our money back.