Refund please

Hi my name is Phillip l book a bus tickets for return trips for my sister and her friend from Johannesburg to Cape town at Dedoorans for the 06 April 2023 and the bus will leave at 6pm. They were going for good Friday congregation coming back on Sunday after church. On day when we arrived at park station for departure we wer told the bus will leave at 7pm and at six oclock they will take them to the bus. To my surprise we taken out of park station for departure and my sister and her friend are pensioners and there was a long queue outside. We waited and waited there were no communication and apologise for their inconvenience. I to their ticket counter to enquire and l was told the bus is coming just left their depo and the other one is coming from Pretoria. Their service is poor, the bus came at 9:45pm and left after 10pm. They arrived to their destination the following day and they were told that the bus will there at 6pm on the 9April 2023. On that day they are coming back waited for the bus never came unti the following day to buy another reliable couches at arrived back on Tuesday 12th. I went to their ticket office where I bought the tickets to ask for the refund they said they can't refund me because their buses pickup passenger from Cape town only. I even explain to them what happened pensioners slept at the filling station in their pick up point they said they can't help me. Thay said I must go to their office maybe they'll help me its their job description to refund. I went there for the refund on 14th of April 2023 so now the pensioners money should be eaten like this Please please help me for my refund of R1100.