Intercity Xpress - Refusal to refund my money

I purchased a ticket on 6 December 2022, to travel on the 8/12/2022 at 8:30am to DBN, however I could not travel by bus that morning due to my dad being critically ill and hospitalized. I clearly stated that the ticket must be cancelled. However, they have the most ridiculous rule which I only found out after cancelling that it must be done 6hrs before departure time, which meant I was supposed to wake up at 2:30am to cancel the ticket. I only saw the e-mail at about 6am on the 8/12/2022 and confirmed yet again to cancel my ticket. Now I am being told that I did not adhere to the 6 hour rule and I will not be refunded....MAKE THIS MAKE SENSE...Seriously. This is absolute day light robbery. If it was an hour or 2 before departure, I can understand. But I sent an email on the 6th to cancel for the 8th December 2022, so what is the problem with this bus service. Pathetic really. I just want my refund.

I have responded to their refusal and advised Intercity if I do not receive my refund, I will have no option but to lodge a complaint with the Ombudsman. They have approved my Refund, which I was told I will receive in 15 - 20 working days. I await patiently. Will update further.

After numerous emails to Intercity requesting for my refund, I received no joy. Once I informed Intercity I was going to lodge a complaint with the Ombudsman, they immediately approved my refund. I finally received my money in March 2023.