Refund me my R760

Hi

On Sunday the 27 August I booked a 18:00 ticket from Queenstown to Johannesburg. I called the call centre at 14:00 to change the times because I had an emergency to attend but there was no answer. I called several times… didn’t get hold of anyone to assist. I got to their offices after 18:00 and asked for a refund so I can book another ticket. Only to be told they don’t do refunds. I got to Johannesburg the following day to be told the same thing. A whole R760 down the drain. Why are we not informed about this when we purchasing the tickets. I want my R760 back, intercape