No Money, sine Refund Requested

Contrary to previous reviews of the nice time they had on site, unfortunately I never made it to site due to unforeseen circumstances and told them a week before that they should cancel my booking. They made me aware that I will not be getting my full refund, I agreed and gave them all the necessary details for the transaction to proceed. Weeks have passed, and still nothing on my side. I sent several follow up emails, all I got was ''will check with finance''. I'm just worried as is this how professionalism is done in this area, or are they concerned in taking your money, not giving it back to you..