Is this what you call customer service?

We had booked a flight ticket for my mum from Dbn to Johannesburg to fly at the end of January 2021. However due to her being a heart patient, it's very high risk for her to travel during this time of increase number of coronavirus cases. I called mango requesting a refund and all they say is if she cant travel then you get no money back. Providing a doctors note they will deduct the R390 admin fee and give us a voucher for R9 as the flight was R399. This is completely unacceptable and ridiculous. During this trying time they should be more understanding and assist their customers but no, they are all out to just make money off their customers.