Booking Terms, Payments, Refund and Cancellation Policy:

Term & Refund Policy

-91% of the total amount will be refunded to your credit card if you cancel your trip at least 15 business days prior to the scheduled tour (or the date of the tour or service). The remaining 9% covers the required transaction fees; that’s 4.5 % per each transaction (booking is one transaction and refunding is a second transaction for which we get charged as well). (weekends and holidays don’t count).

-50% of the total amount will be refunded if the tour is canceled at least 7 business days prior to the scheduled tour date or service. (weekends and holidays don’t count).

-15% of the total amount will be refunded if the tour is canceled at least 5 business days prior to the scheduled date of the tour (weekends and holidays don’t count).

-0% of the total amount will be refunded if the tour is canceled 4 business days, or less, prior to the day of the scheduled tour or service. This includes no-shows. (weekends and holidays don’t count)
Please note that all refunds are subject to credit card and merchant’s fees imposed on us by credit cards companies and merchant banks or providers. The average amount of credit cards and merchant’s transactions fees may range between 3.9 % to 9.8% of the total amount of your purchase (transaction) based on the type of credit card you use when booking this tour, the credit card issuer, country and conversion fees we are subject per transaction. Many foreign countries apply additional origination and conversions fees.
Important: Please note that we reserve the date(s) you requested and booked on our website for you and we decline taking other tours for these date(s) to honor yours. We keep a tour guide and a luxury vehicle on hold and make all required reservations and arrangements for you and your party, so please don’t change the date or cancel at the last minute as we have other customers and tours to honor.

General Terms

– Reservation and Confirmation: As soon as you book online, a merchant receipt is generated automatically and sent to you via email. We will also confirm your reservation by email and send you a tour voucher or email confirming your booking date, tour and pick-up time. This tour confirmation or voucher is only valid for the specific date(s) you reserved on our website, and only valid for the names listed on the booking. You can’t transfer the names or ask for a different date(s), as we have other tours to honor. You may not change the tour date within 15 days from the date of the scheduled tour you booked, and there will be no alternative days offered.

In an effort to honor all tours, we reserve the right to partner with other tour operators, freelancers, and/or our sister companies. The exact name and contact information of your tour operator will be stated on your tour voucher and the trip confirmation will be issued especially for you after we received your approved transaction.

-All tours are subject to availability as we may get several tour requests at the same time. Approved payment transactions do not guarantee your tour unless it has been confirmed via email.

Declined Transactions:

Please note that when transactions are declined, we do not receive any information in this regard, so do not expect your reservation to be in place unless you received written confirmation. Please contact us asap, but do not expect us to honor your tour without an email confirmation and tour voucher from us.

If your booking was declined by your own bank, this is often due to a mismatch between your bank information (such as the names on the credit card, zip/postal code or billing address) compared to the bank information you provided on our website when placed your order. Sometimes, transactions are declined due to insufficient funds as well. Your tour(s) will not be confirmed until your new transaction is approved by your own bank. We apologize for the inconvenience, but your own bank did so to prevent fraud and protect your credit card information or due one of the above factors.

All our tours are subject to availability even when the transactions are approved. We will get back to you as soon as possible and let you know if the required tour(s) and date(s) still available. Also, all our tours are conducted in English unless otherwise stated in the email or tour voucher confirmation we will send you soon, once your transaction is approved.

We reserve the right to offer you suitable substitutes or changes to your itinerary, tours or services due to special events, weather conditions, road closures, vehicle breakdowns, unpredictable circumstances, unavailability and/or due to last minute reservations. We assume no responsibility for delays caused by accidents, breakdowns, unforeseen accidents or events, road, weather conditions and/or all other circumstances beyond our control. We do not guarantee to arrive to, or depart from, any point at a specific time for the same above considerations. However, we will do our very best to honor your tour itinerary and schedule accordingly.

Hot-Air Balloon Special Cancellation and Refund Policy: This is an 8-hour guided tour (door to door when leaving from San Francisco or 6 hours when leaving from Napa or Sonoma Valley).
Your balloon ride will be scheduled before sunrise depending on weather conditions. Your safety is our #1 priority. Some rides may launch from other sites like Yolo County or Pope Valley when Napa weather conditions don’t allow us to fly the balloon. Balloons will never fly when it rains or in winds higher than 12 mph.

Heads-up: The hot-air balloon pilots offer alternative launching sites when Napa Valley weather conditions don’t permit them to take off from the valley. This maximizes your chances to fly from other sites even when weather conditions are not ideal in Napa.

Non-refundable for No-Show or last-minute changes: Our office staff will notify you by 5 pm the day prior to your hot-air balloon tour (generally, we pick our customers between 4 and 5 am at your hotel in San Francisco or Napa). If we are unable to reach you before 5 pm the day prior to your balloon tour because you don’t respond to your email or cellphone, or because you decided not to return our calls, your driver will still show up at 4 am as scheduled. However, if you don’t wake up , this will be a no-show and therefore, the entire cost will be non-refundable as per our refund terms and cancellation policy.

Balloon Ride Refundable Amount: If you choose to cancel your balloon ride, you must do so at least 4 days prior to the tour. Rest assured that if the pilot cancels the balloon ride due to bad weather or other safety concerns on the day of the tour, you will receive refund of $190. If you decide not to participate in the balloon ride and cancel 4 days prior to the tour; the tour guide will collect you at 9 am rather than 4 am and you can enjoy the wine tour as planned.

Regardless of weather conditions, the wine tour itself is not refundable. If you wish to take your chances with the weather regarding the balloon ride going ahead, your tour guide will pick you up as planned at 4 am. NOTE: We have scheduled this tour just for you and rejected other reservations to secure your tour date. If you cancel last-minute, all wages and business expenses still need to be paid by us. As such, the hot-air balloon ride part of this tour package is not refundable IF YOU CANCEL IT BEFORE THE DATE PRIOR TO YOUR TOUR.

If the balloon is cancelled due to weather conditions, you will get a $190 refund per person, which will be returned via your original transaction method within 7 business days. Bookings made directly with Viator are subject to their terms and policy.
Please note: No changes or modifications can be accepted within 4 days of your tour. Our office closes at 5 pm and your driver will need to wake up at 2 am to collect the required vehicle in time to greet you at 4 am at your hotel.

Our policies regarding unforeseen weather conditions, our cancellation policy and terms are all provided with the utmost transparency for your benefit and to avoid misunderstanding and blame. It is your responsibility to read these terms carefully. Remember, our drivers are people too! They go to bed very early to ensure they arrive at your hotel at 4 am. As such, do not make last-minute changes after 5 pm on the day before your tour. Our offices are closed after 5pm, so we will not even receive your cancellation until the next day, by which time your driver will have already gone to collect you!

Other terms and information

Wheelchair and Handicap Accessibility issues: We apologize but our vehicles are not equipped with wheelchair access. There is no room for a wheelchair in our vehicles unless it’s a very small and foldable wheelchair. However, the main concern is the customers’ ability to get it in and out of the vehicles for liability issues. When kids, seniors, and wheelchairs are part of the tour, this will slow down the trip, and requires overtime. $179 will be charged to your credit card for each additional hour added to the tour after 12 hours by van, and $129 per hour when touring by SUV.

Pets: Pets are not allowed in our vehicles out of respect for those who have allergies to pets.
Smoking: Our vehicles are also non-smoking.

Clothing: Please be prepared for cold weather, slippery roads and hiking trails, so have comfortable waterproof hiking shoes to walk on the snow in winter and spring. This long day-tour is hard on kids and seniors, we therefore recommend the overnight tour package.

Parks, Attractions and Site’s Closures: We are not responsible, nor liable, for road and weather conditions. State and national parks’ closure can happen at any time and without a prior notice, due to bad road and weather considerations. No refund will be issued, regardless the reasons for which the trip may not reach its destination. If you cancel or stop the tour for personal or medical reasons, there will be no refund or change of tour or dates offered either.

Guided tours in foreign languages: All tours in foreign languages are subject to extra fees to cover tour guides or freelancers we may hire to honor your tour in the required language.

Travel Agents: Travel agents are liable for 20% gratuity when their customer does not tip the driver or tour guides. We require customers’ full name and contact information from all travel agent or the tour will be cancelled. Travel agent are also liable for all overtime when their clients do not pay for, and a credit card will be needed on file. Due to high cost of conducting business in California, we barely cover our business expenses and wages, therefore, all our tours are non-commissionable rates.

Gratuity: 15% to 20% gratuity is required and customary in the USA. Generally, a tip may vary between 15% to 20% of the total purchase amount, or it can be a flat amount that is near the appropriate percent. It really depends upon the situation, and your generosity because without gratuity tour guides can’t thrive in this expensive state of California, and without tour guides, we can’t run this business. Thank you for your generosity and understanding.

Muir Woods National Monument new regulations: You will enjoy a more tranquil setting in Muir Woods National Monument compared to what previous tourists encountered. That’s because Muir Woods has become the first national park to require advance reservations for entry. No one can visit or access Muir Woods anymore without prior reservations and permits. Dedicated commercial and parking permits are provided as well to preserve the attraction’s peaceful environment. This extra cost and the inconvenience of the reservations process will likely put off numerous visitors and tour companies. Luckily for you, included in our private tours and small group custom trips are all the necessary arrangements for entry into this attraction – you don’t have to do a thing! We’ll make the reservation for you and pay for the parking and permits. Please note: Your Muir Woods tickets are not included in the tour price (the cost is currently $15 per person at time of writing but please check updated prices).

Please note that tour guides are not allowed to conduct guided tours to Alcatraz or Muir Woods. Your Alcatraz and Muir Woods are self-guided tours as stated on our website (an audio self-guided tour on your own for Alcatraz prison). Also, in order to keep the cost down, we therefore do not include a drop-off at your hotel after you visit Alcatraz, so you don’t pay overtime or have a driver waiting for you while visiting Alcatraz Island. The Fisherman’s Wharf hotels are walking distance from Alcatraz landing. Public transportation is very affordable and available everywhere.

Alcatraz tours and tickets and the use of our online calendar: The only online calendar available on our website is extremely hard to manage and update on daily basis. This calendar governs all our tours and available in over 10 different languages which multiplies the number of tour options by 10! When Alcatraz tickets are sold out, we cannot simply block the calendar for these particular date(s) because this will prevent all other clients from booking any of our tours in 10 different languages, this would put us all out of business! Alcatraz represents only 1% of our tours and it’s extremely impossible to block the calendar each time Alcatraz is sold out. For that reason, we have amended these terms and conditions on our website stating clearly unequivocally the following terms regarding Alcatraz tour and tickets:

– All our tours including Alcatraz are subject to availability even if the transaction is approved. We do reserve the right to void or refund your transaction when Alcatraz tickets are sold out, this is totally out of our hands as the only provider of Alcatraz tickets and tours are governed by the U.S. National Park Service.

-We do require 8 business weeks in advance when booking our Alcatraz tour during the peaks season, holidays and week-ends. The peak season refers to the period of April to the end of October.

-We reserve the right to offer you alternative tours when Alcatraz is sold out, if you decline our offer, we simply and fully refund your transaction which takes about 10 business days before your funds are available to you as stated above under section “voided and refunded transactions” clause.
Common mistake some customers do: When Alcatraz tickets are sold out, customers rush desperately to book directly Alcatraz tour on our website without taking the time to review our terms and conditions in this regard, we are not to blame in this case as we made it extremely clear that we have no control over Alcatraz tickets when they are sold out, for that reason we do require at least 8 business weeks booking in advance!

The misconception about private tours: There a misconception about private tours. Yes, public large bus group tours are more cost-effective for the operator, than private tours. In essence, the input cost of private tours and public tours are roughly the same – both provide one driver or a tour guide, one vehicle, same trip length whilst both companies assume the same business expenses and commercial insurance liability. However, private tour operators (like ours) make 90% less profit than public group tours, because all our resources are dedicated to a small group (couples or families), whilst the pubic tour operators make 10 times more profits thanks to the volume(quantity)! We, on the other hand, focus on quality as we never share our private tours with other customers. Yet, although we provide a higher quality tour service, and incur even greater expenses in many cases, the profit margins are limited. This makes some of our private tours barely profitable due to the increasing cost and liability of conducting business in California.

Additional Terms & Tips for visitors and hikers

– If you are subject to car or motion sickness, please consider asking your doctor for recommended medication. Some visitors underestimate this aspect and end up visiting only 50% of the tour as they suffer from this or altitude sickness and make an excessive number of stops along the way. Please consult your doctor and ensure you have the appropriate medication in advance.

– Consider leaving unnecessary luggage at your hotel and travel light so you have more room in the vehicle.

– Wear clothes and shoes suitable for walking and hiking (Snow shoes in winter are recommended, and a swimsuit to enjoy the hotel’s swimming pool and hot tub).

– Bring sunscreen, bug spray, extra memory cards, and batteries for your camera (if applicable).

– Warm layers for cooler weather and a raincoat for summer showers.

– Drink lots of water due to the high altitude and don’t hike alone, as we offer fully-guided tours.

– We are not responsible for injuries or accidents that may occur during this trip, in or out of Yosemite National Park. Please read our terms and conditions for more information.

-Expect rugged terrain with narrow, steep, and very curvy hiking trails to the sequoias. Also, be prepared for a downhill hike and then back uphill to the parking lot. The trail is very steep right at the beginning on the way back up but mellows out as you get closer to the parking lot. It depends on the grove your driver will choose for you, but they all require hiking. The elevation at the trail head of both top groves is about 6,200 feet (1,860 meters). The most popular is the Tuolumne Grove of Giant Sequoias, the distance is about 2.5 miles (4 km) round trip and takes about 1.5 – 2 hours of hiking, and recommended for everybody who can hike including kids.

-California Gold Country: When Tioga Pass road (located between Yosemite and the Eastern Sierra where a major highway leads to Tahoe) is closed due to heavy snow that may start as early as October until about June or July, we will drive through the infamous, yet legendary, California Gold Country on day 2 and day 3 of your adventure.

-Please note that we may start in Lake Tahoe first, and then head to Yosemite National Park or vice versa. This will depend on the hotels’ availability, the season, the weather and road conditions. We do not work on commission, so you are welcome to book your own hotel, but if you don’t want to deal with these details, we can take care of that on your behalf when you choose the option ‘hotel included’ from our shopping cart.

Hotel Reservation: Each guest is charged only around $100 per night, for a three-star hotel situated in and around the Yosemite Valley area. This is determined by availability. Of course, if you’re looking for a certain quality of hotel accommodation, and would like to upgrade, you can book directly with your proffered resort or hotel. The Ahwahnee is the only 4-star hotel in the Yosemite Valley. A suite at tis lodging may cost from $600 to $1200 per night depending on the season and availability. NOTE: Within Yosemite itself, there is limited accommodation available. As such, it is typically sold out 6 to 12 months in advance. If you want to stay inside the park, we therefore recommend booking ASAP. If you need to make your reservation closer to the tour date, we are often able to find availability at one of the small resort or motel-style hotels in the Yosemite area, fairly close to the park.

More Terms and Miscellaneous

Foreign Languages: Our tours are conducted in English unless otherwise indicated on your tour voucher. Some foreign languages are subject to additional fees. For all foreign languages, you must book a Private Tour and not a semi-private tour to enjoy the tour in the required language (subject to availability). Additional fees may apply on any additional foreign languages. All semi-private tours are conducted in English and can be shared with other clients. Semi-private tours will no longer be available on our website. Please book your private tour asap as our tour bilingual tour guides are booked up months in advance.

Miscellaneous: Meals and tour guide/driver gratuities are not included in our tour price unless indicated on your tour voucher or email confirmation.
Tour prices do not include additional fees including wine tasting, accommodations, and entry fees to see attractions and sites, winery tours, unless otherwise indicated on your tour voucher or email confirmation.

-All vehicles operated by San Francisco Tours are non-smoking according to state and federal laws.

-San Francisco Tours reserves the right to hire independent tour guide/drivers, subcontractors and/or contractors to facilitate our tours, shuttle services and travel packages.

-In the event that we are unable to facilitate your tour due to weather and/or road conditions, we will attempt to reach each location, site and destination using alternative routes, but we are not liable nor responsible for these unforeseen weather/traffic conditions. No refunds will be available.

-All photos or videos taken by our staff of our customers or passengers, during the capacity of the tour, trip or transfer, may be included on our website. Customers hereby agree to the use of these photos and videos and under no circumstances can customers dispute.

-No substitution or refunds for any unused part of the tour(s) will be issued. All sales are final.

-No refunds will be issued for a no-show or unused portion of the tour.

-All refund and/or voided transactions paid on our website by credit or debit cards or via PayPal may take up to 2 weeks before you receive the funds (refunds) back into your account.

Our hot-air balloon rides are no guaranteed to depart and arrive back in Napa Valley and subject to last-minute cancelation for weather considerations. San Francisco Tours reserves the right to fly anywhere within 80-mile radius of Napa Valley dependent on the weather conditions.

-We reserve the right to refuse service to any person or business who may refuse to comply with our safety instructions, our tour itinerary, or to anyone who may pose a threat to our customers and/or our tour guide-drivers. Screaming at or insulting tour guide-drivers or fellow passengers or third-party businesses and subcontractors is not acceptable under any circumstances and will terminate and cancel your tour without any refund. Discrimination against a customer or a tour guide–driver for any reason is not acceptable either under any circumstance.

Cancellation due to unforeseen weather conditions: Weather/Unforeseen Circumstances like fires, landslide, road closure, vehicle breakdown, employees or driver’s medical emergency or due other weather conditions or unforeseen circumstances; we revere the right to offer you alternative tours, destinations for the same amount of time.

Modifications of these terms and conditions: SF Tours and its affiliated websites or contractors reserve the right to change any of these terms and conditions under which this website is offered. We reserve the right to change our web contents, update our terms and privacy policy anytime and at our discretion without a prior notice. Learn more about our privacy policy and complete terms and conditions