Bus didn't show up.

I booked a bus for the 15th of December, from Pretoria to Durban at 20:30. I got to the Pretoria station at 20:20. The bus didn't show up until it was 23h00. I started to get scared and I left. No communication was made, as to why the bus didn't arrive, or where should we get the bus. I had to leave the following morning. I need a refund. I bought the ticket at Shoprite for R500.