Very bad and it should b communicted that they sometimes can delay due to network, so as customers we make

I went to gent finger prints verification, done and i chose the 5 hours option ,and i understood that because this is Premium option its quick cause ,these were needed Asap,fine this is in Krugersdorp Rantendal Postnet i pay R395 and i leave with the hope that around 21:00 my results will b in ..woke up to no results on Wednesday and i payed another provider...and then a Day passes and i get my results on Thursday at around past 7 ...i write an email as i had already gone to the branch to yell them i dont meed them anymore as its already way beyond the turnaround tht i was promised .then i write an email after receiving them on the 01 oct ,ii state tht the service i was promised was not delivered and im requesting a refund cause now the verification is useless am told am gonna get a portion of my money because the delay was due to a technical difficulty, which i dont think its any of my business all i payed for was what was promised and it was never mentioned to me tht there might b difficulty to deliver in 5 hours ,so i can not accept a portion of my refund as i was not made aware of this in the first place cause if i knew tht i would have taken another option ..thank u