Dear Amy, Thank you for sharing your experience with us. We appreciate when our costumers let us know about their experience so that we can have an opportunity to improve our service. We’re sorry you feel that you have been treated badly, since we couldn't give you a refund on your tour. As a manager I can personally assure you the person that you spoke with is not the manager of the company and never should have spoken about the no refund situation. Nevertheless, we heard the same from you and from the guide that day, one person was not able to do the Segway tour and both of you agreed it was dangerous to have him on the tour. It appears your anger is towards the company and not the guide and the tour itself so I leave you my direct email in case you feel the need to explain me better the situation bruno.correia@bluedragon.pt. (Un)fortunately we are all unique, we all have different values, beliefs, emotions and we’re conscious it is nearly impossible to please everyone in the same way or at the same level. We do, however, try our very best every day to provide the best possible service to as many travellers as possible and will continue to do so in the future. This is why we thank you for your honest feedback and sincerely apologize for any inconveniences caused. Kind regards, Bruno Correia