I need my money back from Ilula bus

Hello Peter. My name is Phumla Gxwala-Yozi. I have a problem that I would like you to assist me with. Here is my story.

On 18 May 2023 Thursday, I bought Ilula bus tickets (4 return tickets R3440.00) from Cape Town to King Williams Town to attend my grandmother's funeral. The bus was supposed to leave Cape Town at 19:00. The bus did not arrive and they sent an SMS stating that their service will be running behind schedule with approximately 2 hours. We waited up to 00:00 midnight. At 00:25 they sent a message again stating that they cancelled the trip due to technical difficulties, the bus will arrive at 08:00 in the morning (Friday). We had no choice but to sleep at the bus station with my kids and it was cold.

We woke up at the station and continue to wait for the bus to arrive. The bus didn't arrive, around 10 in the morning I went to their office to ask for refund. The lady who helped me said "they don't do refund" I asked her how because on the terms and conditions on the slip there is nothing that says they do not do refund and it's not my fault that the bus didn't arrive and we already late for the funeral and they refused to refund my R3440.00.

I need your help I want my money back