My money lost

I booked a ticket to Mthatha at 14:50 for a bus that was due to departure at 17:30 today so something came up and I had to cancel my ticket, knowing there will be a cancellation fee involved to my suprise am told that I cannot have any refund at all on their website they state that you can have refund and 75% is given back to you now what is this I need to know as a consumer I have rights.