Ibibo Group Private Limited — bus ticket refund due to trip cancelled by operator

We booked three tickets through redbus onlinefor the family to travel from tiruchendur to chennai on 27 june 2019 by kpn travels

However on 27 jun 2019, we were called by bus operator and informed that the trip is cancelled due to break down and we were asked to collect refund from redbus

I have raised it to redbus support team via e mail but there is no reply

Please advise how to proceed to get the refund
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