Intercape

To intercape Today I bought 3 tickets from Cape Town to pitermarisburg at 10:09am of intercape. Within an hour I received a call saying there is an emergency at home and all three of us can not travel anymore. I returned to shoprite to go cancel our trip which was going to be at 17:15. The lady said the refund says unconfirmed. We then tried to call intercape and at first got a guy from a call centre who said an hour has been finished and I can no longer get a refund. The confusing thing is that we tried to cancel just before an hour ends but systems said unconfirmed and there after he dropped the phone. I called again and got a lady who also said there is nothing she can do whereas we tried cancelling before an hour ends she completely ignored that and said their procedure is that you can not get your money if an hour passed once you have paid tickets. What kind of an absurd procedure is that it’s not even an hour of you getting into the bust coz this was happening just within an hour of purchasing the ticket. Right now I had to go borrow money to attend to my emergency because my R2040 I can not get back from intercape.please anyone who can help my number is ***