RedBus India - not refunding for bus driver not waited at the stop

I have booked bus from Pune to Bengaluru in gujarat travels on *nd june ****. bus boarding time is *.** am but operator called and told us bus was delay, and told us to come by **.**am. but they have left the boarding point before **.** AM and they are saying that they have reached the spot by **.**AM itself and waited for ** mins and then they left.
and they are denying the refund. worst service both by travels and redbus. my friend left from pune to attend his grandma's funeral. he is not able to attend on time and also had to book next available bus. during funeral time they have called my friend and arrange a conference call with operator and operator denied the refund aslo close the case.