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I am sorry to hear about this. Normally, there is no "right" to a refund, unless the seller provides such a policy. It seems that EVA actually does/did, and that email that states that she will get a refund is key here and must be kept, as it is the only proof that a refund was indeed offered.
At this point, she can sue the airline in small claims court. See HERE. However honestly, a letter threatening a lawsuit may go a long way to have them simply refund the money to avoid litigation.
Let me know if you need a sample letter.
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