Disappointed customer

My husband works in another country so trying to conordinate a date for a shoot has been trying. On paying for my invoice I was not told that my shoot was non refundable and after we had a meet up at the venue to have our family pictures taken there was an altercation with the venue owner and the photographer and her husband offered us a refund fast forward to 3 months later we still have had no luck in receiving our refund so although a lovely family business I am disappointed with the lack of communication since asking for a full refund