Kulula.com Zero refund policy

My daughter booked flights with Kulula and when disaster happened and trip was cancelled, they refuse to give any refund on either ticket, to JHB from Durban or back . This despite the booking being for 11 working days time ie 8th November with the return on the 14th November. They also do not allow a name change on tickets or we could have made other use of them. This is an R1100.00 loss and she had to borrow the money to see a sick friend. I just feel as due to large lead time they could/ should have some sort of refund policy in place. This to me is LEGAL THEFT and KUKULA have lost a customer for life...