Never@home Kloof Street

In January 2024 my friend booked Never@home Kloof Street for a period 1-18 Feb 2024 for a rental amount of R18800.00 which she paid. She could not take occupation at the time as she became deadly ill to the point where her mother was contacted to come down on an emergency flight from the UK (proof can be provided) as her daughter was dying. Due to ill health her daughter canceled the booking ( the policy as I have confirmed telephonically states that u must cancel 0-3 days before you take occupation). I have spoken to Ruth and I have contacted the Netherlands branch, who were very sympathetic pertaining to a refund being favorable. What are my next steps as to date my friend has still not received a refund. Who do we take this up with or lodge this complaint with. Is their a governing body?