Terrible service and refund policy

I have just had the most awful experience with SafariNow.com. Their refund policy is pathetic and the wording on their website is misleading and ambiguous and in effect implies that they keep the deposit money for themselves without passing it onto the accommodation that I’ve booked at! Over and above this they’ve deducted my deposit twice without refunding both. Their phone lines are completely down and I am unable to speak to a manager - resorting to sending countless emails - still waiting for a response.