Agoda non-refundable booking

Hi! May nakatry na po ba sa inyo magcancel and request for refund sa nonrefundable booking with Agoda? How was it and paano po ang process?

I booked our accom today for April sana but now, my friend wants to cancel our trip. I’ve contacted yung hotel para macancel on their end since ang option ko lang sa Agoda is free cancellation but nonrefundable. Pero sabi ng hotel, need ko raw mag-email sa agoda para sila ang magcontact sa hotel for cancellation.

Thank you po sa sasagot.