JustFly.com Extended cancellations is a joke Orlando Florida

I booked a flight with Justfly.com back in the beginning of January 2017 to travel to New Orleans. I added extended callcellations to my airline ticket. Now they are claim that you must cancel your flight with in 24 hours of booking it. I told the representiive that's stupid to charge a fee of $19.99 and he agreed. I never saw any details of only having 24 hours to cancel this flight. The only reason I am canceling this flight is my mother is in the ICU. I am unable to leave town because family comes first. This company won't even give a credit to a future flight. My ticket is a total lose. This is horrible customer service.