Thank you for taking the time to leave your feedback from the tour you enjoyed. When you booked your tour on Wednesday evening, you were already within the 24 hour cancellation window. This means that once you book, there is no possibility of a refund, no matter the reason. This is very industry-standard, and we feel our 24-hour cancellation policy is fair. If I book tickets to the theater in the morning for that evening and get into an accident on my way to the theater that evening, I don't expect the theater to refund my money because I wasn't able to attend that evening. I took the chance when I booked that morning that I would be able to make it that evening.
You were asked to call back after the tour (not during the tour) because a manager wasn't in during your initial call and that is who handles these situations. There was no "trick" involved. Knowing there would not be a refund available before the tour should not have changed anything; if your mother is sick, she shouldn't be joining whether there is a refund available or not. When you called back, we offered to allow your mother to take the tour on a different day when she is feeling better. We are sorry that option didn't work for you, but we do stand behind our 24-hour cancellation policy.
Wishing you all the best future travels ahead.