Refund terms and conditions not explained

Bought a ticket at shoprite on 05 September trying to travel from Pretoria to Bloemfontein noone explained to me as to how the refund process work got there at 13h00 to cancell the ride and was told that I can't and this I would have seen on the company website. One I dealt with Shoprite not the company and two nowhere was it written as to how the refund policy works when I bough the ticket waited on the phone for 20minutes just to be lose money I, I don't think it's fair consumer practices and I would like a refund. I am not pleased at all. And I always use yols bus because it's affordable and comfortable

Please assist Disgruntled customer