Terrible customer service

Terrible experience I am very disappointed with this company. On the day we were supposed to leave for Kruger National my 88 years old mom fell and broke her hip.Afer I phoned the ambulance I contacted the hotel and the Viator .Both had no refund policy but the management of the hotel did provide empathy and offered us voucher to book later .Viator however refused any assistance. The terms and conditions stayed 24 hours prior the trip I can have full refund. I phoned 22 hours prior the trip with request and unforeseen medical emergency and no understanding at all. The legal point of view and the moral point of view are different for the hotel and for Viator.The game drive company could offer delay of the trip as well. I definitely will not recommend Viator to anyone and I will never make a booking with them aswell.