Paytm Mobile Solutions — Bus ticket refund denied

I Avugaddi Siva, resident of Nindugonda village, Rolugunta Mandal, Visakhapatnam District, Andhrapradesh, PIN-531116,
Mobile no: [protected]
booked a bus ticket from tuni to Hyderabad on 18th March 2023 through Paytm mobile application.

ticket details:
PNR-4765142
ticket Id : TS[protected]PVQS
order Id: [protected]

I tried to cancel the ticket before 5pm 18th March 2023(the journey day).
I could not cancel the ticket through the application. I called the Paytm customer care and raised a complaint to cancel the ticket. complaint id:[protected].
I got an update saying that the operator had denied refund according their policy. But the policy in ticket states that, if we cancel the ticket before 5pm 18th March 2023(the journey day), i should get 90% of ticket price as refund.
Now Paytm customer care people are denying my refund simply saying they operator has denied.
attached is the ticket booked.