Hans Travels — Refund ticket money

Address:

Indore

I(Sagar Bangali) booked 2 bus tickets of Hans Travels (Biaora to Delhi) on 19 Oct 2020 for 20 Oct 2020 from Goibibo app. Bus scheduled departure time was 18:15 from Biaora bus stand. I reached bus stand by 17:30 and called pickup man to enquire about the current status of the bus, he said bus is late by 1 hour so will pick you up by 19:15, again i called him at 19:15 but this time he said there is some technical problem in bus so mechanic has arrived just now & by 20:30 we will pick you. He didnt arrive by 20:30 then my wife called him this time he said it will further take 3 or more hours or else you can cancel the ticket, i straight away called customer care & told them to refund the amount but they refused & said you can wait for the bus. I went back home booked a private taxi as i have some serious plans with family so i had to reach delhi on time which costs me around 15000. So my question is why you people cant refund my amount if you bus is down with technical problem? Do i responsible for this? Please refund the amount at the earliest or i will prosecute you.