Unprofessional services

I booked and paida shuttle for 2 passengers on Sunday with Limetime shuttle unfortunately they could not make it for their trip due to being far from town for a funeral. I called several times to cancel until a lady called me. I told her that the 2 passengers will not be able to make it anymore I will come in the office the next day to change dates and replace with other passenger. The lady did not tell me anything about forfeiting my money or any terms and conditions over the phone however she just said she will get authorized from her boss. Only to my surprise when I got the this money they told me that I have forfeited my money but how? Can I not be at lest charged and admin fee of cancellation or something? I have forfeited R800? I think that this is really unprofessional and really bad customer service. I’d never recommend anyone to go with this bus. R800 down the drain is really uncalled for!!!! It’s my first time ever canceling a trip so I could’ve atleast been informed about the conditions.