Advance payment on holiday booking

Made a booking via booking.com at protea franschoek, paid for the booking then requested after a week for cancelation.after 18 days i followup where is the refund of R11795, I was informed they don't do refunds on advance booking.after 2 days of call between booking.com and protea, first i was told booking .Com have the payment just to find out protea have the payment.the app also didn't indicated when you make an advance payment booking they will not refund and stupitaled only a free cancelation