I'd like to adress most important thing, before explaining the situation and that is, that you haven't talked to us, nor applied for any refund, till this day, so there's no refund for us to accept by Viator. If you talked to us, or applied for refund, we would be more then happy to find some solution, as customer satisfaction is our number 1 priority.
Regarding the incident, when we prepared all the e-bikes and all of your group was ready to start the tour, you have slipped on a bench from the e-bike, while attempting to sit on the vehicle, and there were indeed 2 ladies sitting there. Our guide went quickly to check if everything is okay, and there was no injury, in fact those ladies sitting on the bench started to laugh, including you and your friends, after clarifying nothing happened to anyone.
After making sure everyone is okay, you've decided not to do the tour, as you didn't feel comfortable driving an e-bike for 3 hours and slow down your friends. Our staff double checked if you really don't want to go, and you said it's too long for you, so we have respected your decision, not to go. The length of the tour and vehicle, is all described prior to booking.
After your friends left with the guide on the tour, our office manager gave you a city map, tips what to do in a city, before your friends arrive, to make your wait a bit more entertaining. According to the rules, no one is obligated to give any return, if you decided not to attend the tour last minute, We've also declined many other people that day, in order to fulfil your booking and everything was prepared from our behalf, the tour operated and your friends were very happy after the tour, we've even made the tour longer, as it was a big group, to really not miss any highlights.
Anyway, even after declining other groups, and that by the rules, you're not eligible for a refund, if you'd talk to us, or made a request, we'd be very happy to find some compromise.
Kind Regads,
Patrick from Happy Tourist.