Urban Company — Luxe Salon Service pending

I booked luxe salon service for manicure, pedicure and full body Detan on 16th November 2022. However manicure and pedicure was done on the same day but full body Detan wasn’t completed on the same day due to time constraint. Since I was travelling on the same day, the therapist said she will complete the pending service once I am back from holidays. On reaching out to her post my holidays, the therapist said she met an accident and she won’t be able to complete the service. It’s been quite sometime but service is still pending. The therapist has also refused to refund the money. Kindly look into the matter and process my refund.