Redbus.in - Cheating with cancellation policy

I've booked a ticket with RedBus on **th April from Hyderabad to Bangalore. I've checked the cancellation details within the app before booking the ticket which says I can cancel anytime before * pm on **th of April with a cancellation fee of *** Rs. Due to some issues, I wanted to cancel the ticket on **th April around * pm. I wasn't able to cancel the ticket. Approached the RedBus customer support and what they were saying is cancellation should be done before * and since it's past * no refund will be issued. I said I had proof of the cancellation policy from the app and they raised an issue which isn't being resolved from past *-* days and I'm not getting my refund amount. I've attached the screenshot of the cancellation policy which clearly says that cancellation can be done before * pm.