Stuck in a bus for 3hours told no refund!

How can a reputable company like this strand customers for 3 hours at parkstation and when people try get refunds be told there is no refund. We didn't ask to sit at parkstation for 3 hours departure was suppose to be 17h30 it is now 20h30 and we are told we must wait for a bus that might come later the initial report was that we will leave in 15 minutes I guess 15mins for your guys is in hours. I wanted a refund so I can take a different liner or cancel as I am supposed to be playing at a party by 1 am .