plett rage and howler pathetic

I bought a ticket for my son for the matric plett rage, due to circumstances is he not able to attend any more. On the 22nd of October, I requested a refund. They gave me a refund reference nr and they telephonically assisted with the refund. On the 24th of October, I received an e-mail stating that they can't do the refund, because the organizers does not give refunds even though their terms and conditions state that a refund will be given with a 25% cancellation penalty fee. They told me to resell the ticket on social media, but in their terms and conditions is states that tickets can not be resold. Their reply was that I had to contact the organizers of the plett rage, which I did but no response received from them. I bought the ticket at howler and not the organizers from plett. This is totally unacceptable to me.