Hello again Gloria, as you will see our clients have opinions different from yours, we strive to provide a private and exclusive service.
It seems that I am not explaining myself well. You booked a PRIVATE tour with us through this platform. The platform offers 24 hours to cancel and, as you say, on the 15th you noticed that it was not for the 16th, but for April 21st. Why didn't you cancel it? It is Viator, who sets the rules, when you book our tour you are buying from VIATOR and you accept VIATOR's conditions and you have 24 hours to cancel. If you realize you have caught. The system does not fail. You booked the 13th for the 16th and then, for whatever reason, you regret it and want us to pay for the mistake. The error is not ours, it is yours. We had the segways and the monitor ready for your arrival, you never came and then say it was for another day. You will see when you book a private tour that it is reserved only for you and prevents other people from booking it. It's called service.
I suppose you have ever been to the movies, so keep in mind that if you make a mistake on the day you lose your tickets, when you travel by plane, keep that in mind as well.
Thank you, as I indicated we can have a discount with you for the 21st as a personal favor.
Greetings and I hope you enjoy Madrid