Intercape buses and Budbud cheating customers of their money

I made a booking for a person from Durban to Cape town. I called at 15h40 to cancel because the person who was to board has transport problems, but the man who answered at 15h43 said I could only get a refund if I had called at 15h40 which I did, but he refused to assist me. I have a screen shot of my call and supp**** it to Karen who has been dealing with my complaint and she says now I should have cancelled 48hrs before the departure for a refund, not sure how transport problems would have been known at that time. Now I am getting a room around from Karen (Budsbud and Intercape buses), they are not faithful to fair business ethics as they will not reimburse me for a service I could not make use of. I just want my money and do not anticipate doing business with them in future.