Mountain View Corporation and Transportation

How can a company justify charging hefty admin fees without providing any reference to these costs on their quotations upon cancellation of services? I recently booked a service with Mountain View Transportation and promptly paid in full, even though the service was scheduled for the end of February. However, on February 9th, I had to cancel due to unforeseen circumstances. Despite assurances from the admin person that my refund would be processed immediately, it turned into a prolonged ordeal with daily excuses for the delay. After a week of excuses, the money was finally refunded today. However, the admin person couldn't provide a satisfactory explanation for the substantial deduction for admin fees, merely stating that they had to turn away other clients because of my booking. My question remains: How does my cancellation on February 9th affect services scheduled for the end of February?