I am Fedup and i want a full refund

I am utterly disgusted by the appauling service received from Citiliner. My mom-in-law and son were scheduled to board a bus at 11:40 on 31 March from Ladysmith to Pta, by 14:30 they were still on the bus and no one could tell them what was causing the delay. Called them and they re-booked me for 10:00 today (1April). They are still at the bus stop and the bus is running two and a half hours late. I had anticipated this and went to Checkers yesterday evening to cancel the booking and re-fund, which they refused to do and told me i would forfiet 50% of my booking amount. I told them that schools are opening and i cannot afford for the same mix-up to happen today, I was assured that it will not. I am at my wits-end, i want a full-refund. As it stands the bus was supposed to arrive at 18:55, with a two and a half hour delay, it will be around 21:00, if it arrives two and a half hours late. My son has school tomorrow. I want my money, i dont care for their excuses anymore, I want a full refund to make alternative travel arrangements!!!