Bad service. Will never use them again.

Due to Covid restrictions we are no longer able to go on holiday (2 weeks away) and have coninicated with the establishment, who as agreed (written) that they would give us a 100% refund although that is not what their cancelation policy says. I have emailed safarinow with our booking number,trying to get my money back as the establishment has only received a part of the deposit (minus safarinow comm) and has not received the balance I have paid last week. I am stuck between the owner ans safari on getting my 100% refund as promised and no feedback on my emails to safari. Not happy with the service at all.