No refund after paying extra to allow refund

I booked a nights accommodation at Hazyview Country cottage for a nights stay . I took the option of paying an extra fee so I could cancel if necessary. Unfortunately I have to cancel and now the refund team say sorry no refund ??? I tried calling ..you can't speak to anyone just get mails . I sent a mail asking a consultant to call me to explained why I got no refund . Once again just a mail saying sorry you don't qualify. So why take my money for a cancellation policy . I will never be booking through Safari now.com again .