Do not book at Simon's Town Quayside Lodge

we have made reservations for December 2024 at Simon's Town Quayside Lodge due to circumstances beyond our control we have to cancel our reservation. we then send a cancellation email on 19 August 2024 requesting to be refunded/cancellation not response was send to us so today i decided to send another email requesting cancellation and refund as i have been calling them with no one picking the phone. this is the email i have received from them after sending the email requesting refund:Good Day Nonhlanhla , I trust that you are well. Thank you for the below . We will go ahead and refund the amount paid . Please be advised that the refund takes about 7-12 working days tom appear in your account . so i decided to send the banking details now the send the below email: We had a look at your reservation and unfortunately there are no refund in place . Due to the fact that your dates were amended from the original booking , our policy states that no refund and retain the deposit within our rights. my question is where is the cancellation policy cause i never received any cancellation policy and on their website there is no cancellation policy