cult fit - Refund is being denied

My Wife was facing some non frequent leg swollen pain issues, to which Docter stated she can continue as they dont seem contribute to the cause of pain.
Later my wife had an accident and she had mild pain in the right hand to which the bone specialist Doctor recommended she should not continue the jim if proper guidance is not provided. In Jim the trainers dont help her in exercise and state that, she should hire a personal trainer else she is on her own.
This really caused her more issues as she is new to the Jim world and has adversely affected her health.
Now we have prescription from Doctor, where he stated she should discontinue, due to multiple deteriorating health issues.
We mailed and called Cult several times. All they do is just increase the pause days, but due to the bad health my wife dont want to continue.