This company handled our issue in a timely and great way. We were unhappy with our tour and the responded within 1 business day telling us they would refund us.
They didn't ask us to explain ourselves further and didn't make it a big deal that the tour company itself was unwilling to refund is. They really took matters into their own hands and made it an easy conversation, with the exact results we were hoping for. Additionally, we have gone on 4 other tours through viator and have loved the rest.
My biggest recommendation to you is to read the reviews before going and look for 4/5 star ones. If they severely don't live up to what was reviewed and what you expected, contact viator and they will be flexible with you.
Reviewer is in happy mood. This person is quite happy with at least i got my money back and good tours and stated that there is a room for improvement of one of my tours- not victors fault though. Please contact the author of this review to discuss good customer service of viator customer care. Viator needs to read this review and look into the issue (if any) according to poster's claims.