Unfair & unreasonable terms!

I am forced to cancel my son’s ticket to Durban due to circumstances. After spending about 35 minutes to get through to Kulula, they tell me they don’t offer refunds or vouchers, I can PAY to rebook for another day or forfeit the ticket. So I must pick a random date just so I don’t forfeit the ticket, pay for the change and then have to pay again again should I need to change it again. Ridiculous!