Ticket Cancellation within 2hrs and was refused Refund

My name is Dumisani, i booked a bus ticket with Translux/City To City fro. JHB to Fort Beaufort on 29 January 2023 at about 18h43 for my Spouse. Apparently her interview was cancelled and will be conducted via Microsoft Teams instead. I then went back to Shoprite where I booked the tickets only to find out that i need to call the Translux/City To City callcentre. I further spoke to Malitsake who was very rude and impolite and told me that the ticket can be canceled in 48hrs. Which ro myself was very starnge and surprising as the bus will depart from Jhb park station on the 30th Jan at 19h00. I couldn't understand the 48hrs policy when i bought the ticket less than the said policy time frame. I would like a Refund on the ticket that was not used and as far as i confirmed the cancellation 2hrs prior depart time. Maletsake was ver unprofessional and if i was a manger at that establishment she would have been been dired with no substitute. Please kindle address my issue and advise the way around this matter.