Complaint regarding cancellation and refund from Red bus

I recently booked a ticket with redbus on 26th Sep 2023. I was really sick and wanted to cancel the ticket. I have been trying from 5pm in the evening. My bus departure time was 8.50pm. The operator said to contact redbus and redbus is telling to contact operator. No one is giving me a proper answer. In case of emergency like this shouldn’t they be more concerned and try to give a solution. For whatever I ask they are telling policy is expired. I know that it is expired. I was sick and I did not travel. So in this case why should I pay. I should atleast be entitled to partial refund or date change. Redbus reluctance is really not fair, stating the policy reason for everything. I need a partial refund or date change option. Please kindly look into this.