Poor assistance

Spent R400 purchasing a voucher for a spa treatment, we are human and had a work commitment that made me have to be out of the country and was not able to keep up with the expiry of the voucher, reached out to the owner of the spa to ask for an extension and was given such a poor reply that i cannot assist because of the voucher being expired, people are human i purchased the voucher for a big amount and now only asking for an extension.

I dont understand how we cannot have a position of sympathy its not as though im asking for a refund.