Refund Refusal

My duaghter had a booking in June, resheduled and unfortunately, we were placed under full lock down. She ultimately requested for a refund. Documents for the refund were sent back and forth from July, either as ID not clear or Banking Details not sufficient. 3 days later she is informed that due to her rescheduling., they refuse to refund and that an exception will be made for another day. My child is unemployed and doesn't need to be treated so poorly. I DEMAND THEY GIVE HER MONEY BACK.