We apologize for your situation. Just to be clear so that you understand, viator is a booking site. If a cancelation is submitted and not accepted or rejected it will process 3 days after the request. The tour was sold out that day and others turned down. Every missing guest we attempt to contact the morning of each tour as our office doesnt open until 9am. We had not received an email about your request, so we called, you answered the phone and explained. We said to you over the phone that we hope you feel better and that it would take a few days. In most cases the vendors (like us) will not receive your payment until around 30 days later. It's really unfortunate that you state you would never try a highly rated product due to the store you purchased the product from.