VFS won't refund my money (contrary to their own policy)

I paid for a courier round-trip through VFS for my UK visa application. On the day of the interview, while gathering my documents, I realized I had entered the wrong GWF number. Because I didn't want that to affect my visa application in any way, I decided to request for a refund and just order a new courier service. I then found that I could not order a new one on the ever-glitchy VFS website. Because my application was urgent, I went directly to UPS to mail in my documents. When VFS finally responded to my refund request, it was to say that the courier service did not qualify for a refund, something which directly contradicts their own stated policy (I checked and met all criteria they stipulated). I pointed this out to them, but have yet to receive a response on this matter. Not happy with this service at all.