Verma travels - Service not fulfilled as promised

Dear team member,

I have booked tickets via paytm platform of verma travels.

I was traveling from Indor to surat. On **/**/****.

Issue:- The bus got completely shut down at night *PM.
And the main thing is the driver and conductor were drunk,
The main issue is the driver was making us fool that the next bus will come and he will arrange to sit in that bus, but failed to do that,

So totally we have suffered * hours and nothing came out as a positive point,
When we asked him to provide a senior or concerned person number he was talking very rudely and he said no time to fix this bus it may take * hours also from that time.

We were on the highway and we had to suffer with our health also.

Who is responsible for our health and what about our money which we spent on ticket?

I need strict action against such a type of person and need full refund on a very urgent basis,

The driver also promised us that we will get a refund
So kindly refund our money as soon as possible.

We have book * ticket at once and the screenshot of all tickets reference id and other has been attached with this mail.

I hope I will get a resolution as soon as possible.
And no need to further escalate this concern to government authority or consumer court level.

Kindly do the needful as soon as possible.

Thanks and regards,