Like any online purchase, payment is collected at the moment of confirming. You booked thru Viator, a third party vendor, we are just the local provider. We do not receive the customer's credit card or personal information, nor the payment until services are provided.
The listing clearly indicates: "Only available for transfers in the San Juan Metro Area (Old San Juan, Condado, Miramar, Isla Verde)".
You were staying at El Conquistador in Fajardo, more than an hour away from San Juan. You were explained this and offered to pay the additional fee for that town, but you opted to cancel.
We apologize for the late notice, but we cannot be held responsible for someone failing to read the description prior to booking.