Unfortunately in order to ask for a refund you should not exaggerate and be fair with what you say, if it was our logistical error in your pick up, everything else has flowed normally, your visit was scheduled for 11:00 am and the guide told you about this, and you because you were upset with the pick up did not want to pay attention to the guide and entered Machu Picchu without the guide,
for your return the mobility has been waiting for you as it was scheduled, in the itinerary sent. but you simply did not pay attention and walked alone without taking importance and the guide has not grabbed you by force as you indicate, only indicated that this was your mobility.
We have sent messages to you so that we can fix it but you did not answer the messages.
There are situations from which we learn to take better care if we were at fault at the time you called us we solved the problem, providing the service of private transportation from Cusco to Ollantaytambo train station. in Machu Picchu we tried to get private guide but everyone already had the program and had no guide in English for the time you intended to enter.
I am very sorry that our mistake in the pick up has caused all this, but it is not for you to exaggerate things, and belittle in this way, unfortunately we are not owners of the train and Machu Picchu and Machu Picchu buses.
thank you for your comment, this will help us to continue improving our service.