Howler *****s your money

A Event was canceled from the promoters/organizers side, they issued a refund but charged me a cancelation fee, I emailed and asked why do I still have to may the fee if I did not ask for a refund, the person who helped me said it's in the T's & C's (I did not find anything) when I asked for the T's & C's, the person said they can't show me, and when I asked for someone who can, they just said I must go look for them myself via social media

Persons name is Nompumelelo N