Refund

So I made a booking for 8 ladies for the 3rd of April at the Lanseria branch and we were told to make payment before arrival. One of the ladies decided to make an early payment and unfortunately we had to cancel the trip so I asked for a refund because I was the one that made a booking. I have been chasing the lady for a week and a half now and she said they would make payment on Tuesday the 9th of March 2021 of which they didn’t. On Wednesday I followed up and she told me she’s waiting for management, I asked for management’s contacts details and/ email address only for my messages to be ignored on WhatsApp. I read the cancellation terms and conditions therefore I know we have to get back our money. It so frustrating because the lady wants her money and I am tired of making excuses for the place!!!