Incompetency

I made a booking with Sweepsouth which could not be completed until I had paid the applicable fee online. This I did and received my booking confirmation. On the day of the appointment, the cleaner messaged me to say that she could not find a taxi to where I live. On the monday I contacted Sweepsouth requesting a refund which they advised would be done and proof of refund sent to me. Still now, 10 days later, I do not have any refund done. And they have declined to give me the owners contact details as this is the person responsible for doing the refund. Not only was it inconvenient when the cleaner did not arrive now there is the added inconvenience of no refund.