Should a company providing a service be able to refund your card?

PHK

We need to know a lot more before giving advice. 

Eg How was it paid? who was it paid to?

The advice would be different if you paid them directly versus booking through a third party versus  buying from a voucher site  etc

Jonboy_1984

It might simply be no one in the office has the refund password. At my employer only 5% of the team can process a card refund, in a smaller office it might only be a single part time accountant or owner.