Himachal Road Transport Corporation [HRTC] — Volvo did not come

I booked ticket for my mother from Pathankot to Delhi, to be traveled on 06 Jan 2024. To check the bus's running status, I called the conductor half an hour earlier than departure time, but he told that the bus (HP[protected] broke down at Dalhousie bus stop (84 kms from boarding station). There were no intimation of this information and upon several calls, they provided the alternative of taxis till Amb station (96 kms from boarding station ) latter AC bus till Delhi. The alternative seemed unsafe and unreasonable at this odd timings as my mother was supposed to be traveling alone.
Please refund the amount as we booked for Volvo.
The ticket for the same has been attached below.