Intercape - Do not take my money if you cannot provide a service to me

We bought two ticket in December for my two kids to come from Eastern cape to Cape town, there was no issue, and we bought another two ticket in January for them to return back, they were refused to enter the bus they were told they cannot travel alone they need an adult person, we requested the refund to buy an alternative bus , they also refused to refund us, telling us we should know their policies, but their staff does not know their own policies, it is not a criminal offence to take someone`s money with a false pretenses?