Refund rules from July 2022 under Book With Confidence

[Phupw]

Does anyone have a link to or can remember the details of BA’s book with confidence rules?
I booked Avios RFS flights in December 2021 to travel in July 2022. Due to one of my children being unwell I called BA and was advised that if cancelling I would receive a refund of the Avios and the cash. I was not entirely sure on the book with confidence rules at the time but chose to cancel anyway. As expected I received the Avois refund but no cash. Phoned back (and waited) on many occasions and each time reassured that the refund had been paid and to wait for the bank to process it.
Now when I call I get different answers from different call centres. It’s not a lot of money but I can honestly say I have never experienced call centres where people appear to have been trained so badly.

[BA Flyer IHG Stayer]

You’ve already posted this or something similar in todays daily chat thread and someone has responded to you there.