Horrible Refund Policies - Cheating people with "Free Cancellation Clause"

Unfair treatment of refund policies. When I booked I was ensured that the tickets are with free cancelation option. Otherwise who books tickets 4 months in advance. Now when due to medical emergencies my family n friends cannot continue with the itinerary the refunds are as mentioned below.

Service fees :R264.84(non-refundable)

Fare and Taxes :R592.36 per passenger Airline Penalty :R460.00 per passenger Refundable amount :R132.36 per passenger

We booked the tickets with the commitment that we can cancel it on a later stage in case of emergency but this is taking a heavy knock on us considering it was booked for 7 travelers.

Travel agents are not listening to the problem and the emails are all coming back with the same response.

Booking references:

ZA ********** 1 ZA ********** 2

Saurabh Jain ***