Thank you very much for your review. I apologize for the situation and I'm sorry for you not gettin the refund.
It is worth to mention that Viator contacted us requesting your refund based on you informing to have a twisted ankle due the rush in making it to the meeting point, not being stuck in the tender for 6 hours. As our Staff received you with no signs or report of being hurt, that was the reason you were denied the refund.
Now reading the whole story on the tendering delay, I'll issue a refund on your tickets.
I hope this works for you and we look forward to have the opportunity of serving you in a near future.
Stay safe during this crisis !