Gotogate not refunding tickets

On 13 August I booked 4 return tickets from Lusaka to Johannesburg with SAA. I purchased the tickets on gotogate's website after being directed there by cheapflights.co.za. The next day on the 14th of August I was informed that the travelers were unable to make the trip, and I had to cancel the flights indefinitely, less than 24 hours after booking. I understand that airlines and agents are allowed to impose a cancellation fee, and I was prepared to not be refunded the full amount. When I tried to call gotogate I could not get hold of them due to the SA listed number not working. I sent an email with a request for a refund and to give notice of cancellation. in the meantime I called SAA to find out whether I can cancel the ticket via them and request a refund. When I spoke to the call centre agent she advised me that the terms and conditions of these tickets are that they are NON REFUNDABLE, and that she cannot process the cancellation, I need to contact the agent (gotogate) directly and request a cancellation, and that if I do not cancel the tickets before date of travel and the travellers are a no show they will charge an additional fee of R1000 each. I went through all the information I received from gotogate when doing the booking, nowhere does it state that these tickets are non refundable. They never made me aware of the ticket conditions, otherwise i never would have booked them. I eventually called their UK number where I spoke to someone and asked how I was supposed to know what the conditions of the ticket were, to which she answered me that I need to phone THEM before booking to find out what the T's & C's of the ticket are. Their customer service is non existent and no one replies on emails. I would highly recommend that no one EVER uses this portal to book airline tickets. I can't imagine that this is standard business practice and that they are allowed to dupe consumers this way.