Refuse to return refund!

My niece on the 27th of August 2020 approached Increase Properties in Bloemfontein to rent a property. They verbally agreed pending a signed contract, payment of deposit and rental, inspection of the property and handing over of the keys to take the property. She paid R3500.00 to hold the property on 01 Sep 2020 as requested by Increase Properties After careful consideration on 04 September 2020 she requested to cancel the deal for personal reasons. At this point, she has not viewed the place, signed a contract or was handed the keys. They refuse to refund her in full.