Bad service

Been receiving the worst service from them I made a booking on the 4th of September and paid deposit I had an emergency and had to cancel my booking according to their policy it was said that they will take 10% of the amount which is fine so I asked them to cancel and refund the rest of the money but the person who was busy assisting me which Deon insist that I postpone if not I will lose my money I keep on follow up with no help I wouldn’t advice anyone to book with them