Greyhound Cancellation Policy

I bought tickets in November 2022 for 4 people at R795 each. Departure for these is the 19th of December. Tried to cancel these tickets to get a refund and they said they don't do refunds, however when I checked their cancellation policy says they can refund or reschedule prior to 24 hours of departure. I feel like the customer service is very bad because they were not willing to help me and they are not following their own policy.