Hired a Cleaning Clinic Machine from them

I hired a cleaning clinic machine around 11H00 on 21 June 2023, as my place was flooded, and a pipe burst in our bathroom. I couldn't use the machine as the suction section wasn't working. I returned the machine the same day at 14h00 and was told that I "should have brought the machine back the same time" (Showed no empathy to my situation) and that a refund of the R500 I paid to hire the machine is not refundable (returned with a sealed cleaning detergent). Natasha from Cleaning Clinic informed me that I need to take a picture of my house and the carpets I had to take out (I couldn't as the carpet was taken out and is now in the backyard) . The guy came to the shop to test the machine when I dropped it off (which I had left to for my school run) and placed water in a bucket and the machine sucked the water up. I asked if he used a carpet, but they had no response on Whatsapp. Natasha called to let me know the machine is working. It is now a day later (22 June 2023) and I was told that I am still not eligible for my refund but I can hire the machine out one more day. I informed Natasha I will be taking a wet carpet to the store for them to show me how the machine works. I am very disappointed in their dirty, old, broken machines and will not recommend them to anyone. All I want is my R500 back!!! According to TCF (Treating Customers Fairly), I am entitled to my money back.