Unreliable, unresponsible vet students

We have contacted Jannell as tha manager of this business. She is organising the students to come to people´s houses to care of their pets in their absence. We had to pay her in advance for three days of pet sitting, then she said she would send some student to get introduced. He has got showed up on the agreed term, later she explained that he had forgotten...She has kept forgetting our requests for pet sitting constantly, once Janelle called us with question if we still need pet sitting when we were already out and our colleague was taking care of our dogs... After these bad experiences we have decided to finish with her and requested to return our money back. She refused to return it explaining, that it was a "non-refundable payment" I am convinced that she does not pay taxes either. Please avoid Janelle and her services. She is in Pretoria vet university and her mobile is **********