Redbus is they didn’t cancelled our ticket need refund

I booked three tickets at Saini Travels from Pune to Nagpur on 14/10/22 from red bus app. I and my two friends missed the bus due to some unavoidable medical situation. We called the bus operator many times to wait some time that we are about to reach but the bus left. After some time the bus operator called me and told that they will cancel our tickets at their end and refund option will be available at the red bus app. But the trip also got over but they didn’t cancelled our tickets. Please help us to get refund.