Refusal to refund: Intercity Xpress Bookings: ELIX***8 & ELIX***

My partner made the Bookings: ELIX***8 & ELIX*** from Margate to Pretori, for the 10 Feb 2021; but then she fell and broke her knee joint in the afternoon of the day she was supposed to catch a bus as per booking that night. She has emailed them, send them a sick note to show that she has been hospitalized, to date no refund and no commitment to refund, just been taken from pillar to post.