Pay back the money

I'm not happy with what happened to me, I’m so annoyed and disgusted by Rhodes videos... I paid three and a half weeks in advanced for the company to take pictures at my event. An event information form was send to me to fill in on the full details of my even: e.g. venue, date, time etc. Come the day of the event, the photographer did not pitch up for the service paid. I had to call the company three days later to ask for my refund. 8 weeks later, I'm still waiting for my refund. If I do not contact them for feedback then no feedback is given from their side. I do not understand the clause that states that "payment can only follow after the investigation. The fact of the matter is that the service was not rendered and the outcome of the investigation will not change or have any influence on the fact that the services was not provided. I have lost my patience with them…