I'm sorry to hear you were not able to enjoy your Shaka Guide tour. Did you follow the steps listed in your booking confirmation and download the Shaka Guide app and tour onto your phone? Wish you would have contacted us at that time so we could have helped you set up the tour properly and help you if you were having trouble.
Kindly email us at aloha@shakaguide.com to tell us more about what happened and so we ca help you get a refund from TripAdvisor/Viator.