No domestic no refund

We arranged with Lize from Heavenly ****s to provide us with a domestic once a week. This arrangement was suppose to start on 31 August 2015. Lize confirmed that the domestic will arrive between 7h30am and 8am but by 8h15am no one had arrived. I contacted Lize and she said there has been a mix up but she promises that the domestic will be there on Tuesday morning at 7h30am but once again by 8h00am nobody was there. I then phoned Lize and asked her to cancel the agreement and refund our money as this is unacceptable. She said that she will refund the money the next day. Once again nothing happened. I asked her what's going on and she said that the big boss already made payments and will only be able to refund us at the end of September but he will send a confirmation email to that effect. Needless to say, haven't received any email to date. I have tried to contact her in the meantime but she ignores my messages. I asked her to refund our money immediately as this whole mess was not our doing - still no reply from her.