I must pay them to cancel order

Snatcher has given me the worst service ever. When I bought my products they gave me no estimated time of delivery. A week later I enquired about my order. I got no response for about 3 enquiries. At last I got a response. They told me may take 7-10 working day. Unacceptable. Then I told the I wanted to cancel order because it is taking to long. They said I must pay n 15% cancelation fee. So I must pay the for canceling because they gave me bad service. Please don't use them if you want any type of service