The bus is late but I have to pay penelty!!!

I booked a ticket from Middleburg Mpumalanga to JHB and from JHB to Uitenhage. The bus from Middleburg to JHB was late because of a delay at the border( an hour late), as a result, I had to pay a penalty fee to rebook the tickets as I will miss the next bus at JHB. due to the bust being late (NOT MY FAULT). Apparently this is stated in the terms and conditions. I can not believe what I hear when I called the call centre. How can any company claim that if their service is \POOR"that they can not be held responsible. If I am late for the bus"