Shocking service from customer relations

I cancelled my reservation on 04/08/2015. A portion of the money was refunded to me, when I queried why the whole amount was not refunded I got no feedback. I emailed again on 21/08/2015 to query this matter after reading the T&C's on the website. The website does not make mention of any cancellation fee what so ever. on 26/08/2015 I emailed again querying the status, I received an email form a Bella Mavhuro stating that her director is not at work and will address the issue with him on that Friday and will provide feedback. I phoned Bella on 10/09/2015 querying the status again and her excuse is she was not in the office at the time of my email and that it is policy that there is a cancellation fee. My question is why does it not state that in the T&C's on the website? According to the Consumer Protection Act this must be stated in the T&C's.