Dear Customer, Thank you for taking the time to share your feedback regarding your recent visit to our tour. We value your opinion and apologize for any inconvenience you experienced due to the bad weather. Please understand that the weather conditions are not something within our control, but we have clients read and accept rain policies when they book and also at check-in before tour departure. Here a copy-paste of what you have read and signed: Provided that we will do our best to proceed with the tours, avoiding the rain and thus possibly carrying out the tour with our minivan until and if the rain should stop and street conditions will guarantee a safe ride. If it does not stop raining, the entire tour will be conducted in the safety and comfort of the minivan. Since we are aware that the experience running today, might not be the one you had wished for, we are hereby giving you the following choices, to be IMMEDIATELY communicated to our Front Office Staff DURING THE CHECK-IN PROCEDURE: 1. Proceed with the tour hoping for clearing weather – PARTIAL RIDE or NO RIDE due to heavy RAIN: Customers can decide to proceed with the tour hoping for clearing weather with the understanding that if scooters are not ridden at all due to rain, or if the Vespa tour is dramatically abbreviated due to rain, customers will NOT be granted any refund or discount. We will do our best to get you on a scooter, weather permitting. 2. Reschedule the tour for another day, subject to availability. Please apply to the reception desk in order to ask availability for rescheduling the experience. If no suitable date / time is available for the reschedule, you will be able to choose any other experience available, with an equal or less value, or eventually an experience with a higher value, paying only the difference. 3. A credit, called Rain Check, (of the same amount clients paid) to be used the following days or at any other time, subject to availability. The Rain check is a voucher given to the client. The voucher is transferable and may be sold or given to others to use at a future date and lasts up to 1 year from date. It has a value that can be possibly used in any other tour provided by our company. Please note that clients' safety and comfort are of utmost priority, and proper rain gear is mandatory for guests choosing to "ride in the rain". We ask clients to be at the meeting point 15 minutes before the tour departure, to check the weather conditions and choose accordingly. No-shows will not be refunded. As you've choosen to continue with the tour (option one), and accepted the rain policy, you are not entitled to any refund, entire nor partial, and this is why your refund request was rejected. We are anyway very sorry that the experience was not up to your expectations. We hope you'll have the chance to try our services again soon, so that we can show you the quality, professionalism and kindness listed by thousands of customers who left enthusiastic reviews on our page. Kindest regards, Customer Care