Worst bus experience ever

I had the worst experience with greyhound. I was going to my sister's wedding which was in Lusikisiki EC, I had asked someone to go with us to the wedding since the bus would not reach there. That person made me promise not to make him late,we had no other option to get to Lusiki and we strictly had to be there before 6am otherwise we would not have transport to the wedding. The bus was supposed to depart at 16H30, we got there at 15:30 but we stayed at Joburg park station till 19: 00 and there was no sign of the bust. There was also no communication until we phoned the office after 5pm who said it would be there in 20 minutes and that was a lie. We then had no choice but to go back home as we could see the bus was going to arrive about 4 hours late which would be after the wedding in our case. It was very cold and raining in the day but we were made to stand outside and it was extremely cold, we could not take it anymore.We phoned greyhound before we left the park station to cancel and they said we must send an email. They are now refusing to pay back our monies for departure from Joburg claiming their policy doesn't not allow same day cancellation refunds.