First of all, when we have a mechanical problem, in principle we cannot foresee it and therefore we contact people at the last moment. When this happens, we are the first to be sorry. Already to disappoint customers by having to postpone or cancel. When this happens we contact all customers by phone to find out if they can push back or not, and I can assure you that the person who takes care of this has made a lot of calls. In any case, we never contact customers by email to warn them of such an incident. If they cannot come another day, we refund them in full as we also do in case of bad weather. Regarding our technical incident, we refunded all those who could not come another day.
So, I don't know who you are, if you booked through our website or via Viator or another seller. In any case, we have processed all requests received by email. If you haven't received an answer, it's because we shouldn't have received yours. So, if you want to contact us by email, parascendingtenerife@gmail.com or by phone, 0034 610 827 864, we can proceed with the refund.