Refund

My niece was suppose to be boarding at 18:00 in Welkom yesterday, and she waited for the bus until we had to fetch her and that was at 12:40 when I got to her. Nothing was ever communicated to her as to why the bus was late or why it never arrived. The number ********** 282 was only ringing and no answer, I have called today as well and still no answer. I would appreciate refund on that ticket please. what kind of service is this, very disappointing and unprofessional.