Welcome cottages

Hi, I booked a welcome cottage for end of September and I need to cancel due to losing my income,I’ve emailed them and tried contacting them everyday since 29th June but I’ve not been able to get through.Ive had an email stating the balance due date has been moved back until early September. Where do I stand legally If I’ve not been able to get through to them. Can they demand the balance?
Its funny tho because if I want to make a new booking you get straight thru, but it’s a different team for cancellations.
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