I booked a taxi transfer to the airport with Viator with a local taxi company to Catania airport in Sicily and wanted to cancel it. I went on to the app over 30 hours before the scheduled pick up to find that I was going to be charged a 100 % cancellation fee. I contacted Viator directly by whats app and then by phone call and was informed that it could not be cancelled despite the website indicating 100% cancellation refund. I was told( gaslighted) by two separate agents who were located in another country that I was cancelling within the 24 hour period. This was clearly false and I was well outside of 24 hour window period for cancellation. I have phone call times and screen shots of conversations of calls placed early in the morning, clearly well before the 24 hour window This was a very frustrating experience as the agents were very unhelpful just repeating their mantra that I was within the 24 hour period. It seems that they were unable to even look and see what time it was in the Country I was calling from. They refused to acknowledge on the recorded line that they were violating the terms of our contract and told me to call the taxi company directly to work it out. I spent hours and hours of the last two days of my vacation trying to work it out but eventually gave up. I had no choice but to keep the booking. The taxi turned up the next night a full one and a half hours early ! I just received a message from them a full week after the vacation stating that I cannot get a refund because i tried to cancel within the 24 hours. What a sham of a company. They want to take you money but don't want to help you. I will never use or endorse this company ever again