term and conditions

I've never seen such an unprofessional conduct from the owner of the guest house ,,the guest house does not have term and conditions for cancellations ..the owner is not even clued up about that ,,how can you run a business without having terms and conditions ,,i cancelled my stay with the and the refused to refund me according to the booking terms and conditions which they don't have .. the owner need to go for training and he need to know how to handle clients... he is so unprofessional. and when you request something he will respond by saying he will think and will answer you ..I've never seen such poor service ..the only thing he knows is that he will think ..how can you tell you clients that ..they refused to refund my money even if i cancelled in advance .