Hello Claudia,
I believe this is a misunderstanding, our tour went ahead on the day that you booked. We tried contacting you via WhatsApp multiple times but with no success. Why didn’t you give us a call?
We actually were the ones that initiated the refund and not viator, we would never want any money from someone that didn’t participate in our tour.
If you are ever in Krakow again, please drop us a message and we will be more than happy to provide you with a tour for free for the misunderstanding.
We hope you enjoyed your stay in Kraków!