Intercape ticket

So I bought my intercape bus ticket from Pick n Pay boulders, when I got home I had an emergency that made me postpone my trip so I went to Pick 'n Pay to get a refund and to my surprise I was told that it's non-refundable so I don't understand how possible it that whereby that ticket was purchased the previous day. What happened to the 10% deduction that's written on the T' s & C's ?.... I'm really disappointed.