Cancellation of booking

My daughter and a friend booked a flight from Bloemfontein to Cape Town on 27/03/2015 and returning on 02/04/2015. She is an university student and due to unforeseen curcumstances and university commitments will they no longer be able to travel. I have called Mango today, 30/01/2015 to explain to them and she has no other option to cancel the booking but the lady just told me that Mango is a non refundedable airlines and if she can't fly, will she forfait the money! My daugher is a student and need the money refunded. We are prepared to pay a cancellation fee but to forfeit the whole amount? The non refundable payment was never explained to my daughter! Please assist