Our guide was waiting at the meeting point. We did our best to try and coordinate a meet up once client reached out but it was too late. We also offered this client another tour time. We do pay our guides regardless if clients show up and offered a refund beyond this cost, but TA system does not allow for partial refunds on the agency's side. We recommended client speak to TA directly. It is nearly impossible for the client to arrive at designated meeting point and the guide not find them, which leaves us to believe this client was somehow not in the right spot. We are always happy to be reasonable in terms of refund if this is the case. TA should allow us to issue partial refunds but it will need to go through them. Booking directly with us would eliminate this issue.