I'm sorry to hear about your purchase experience with Viator. 360 CHICAGO unfortunately isn't able to directly refund guest tickets purchased from third parties such as Viator, but we do generally approve any submitted. For directions on cancelling your booking through Viator, please visit https://www.viator.com/help/articles/49
If you're able to provide your Booking ID number, I'm happy to escalate it to Viator's Customer Service for you. Thanks!