hello sir , your tour time is not 10 am . our tour always show the depature time and your time was 10:30 am the tour start but we always mentioned 30 minutes before to come in the meting point then you are not going to loss your tour . the other companies has the same policy. and that day we did requested to you to came 11 am . then you didnt come and you didnt claim any refund issue , there has too many travellers like you they have not time to do the changing time then they claim for refund in viator not us . we are the supplier from the viator. but without claim and only for 30 minutes later time you guys give us bad experiences, so i do ask you how could i will give you refund ? there has a process but you didnt do this process its very harmful to us to accept your feedback.