Booking Terms, Payments, Refund and Cancellation Policy:

Booking, Terms & Refund Policy

To cancel your booking or make another request, email us using the same email address to which we confirmed your booking. All cancellations must be made in writing not via telephone. If you are unable to locate your confirmation email or are unsure of the address you used, please contact us through the live chat function on our website.

– If you cancel your reservation at least 15 business days (weekends and holidays not included) before your reserved trip or service, you will receive a refund of 91% of the total transaction to the payment method you used to make the payment originally. used when you made the payment. The 9% of the transaction that remains is for the relevant bank and merchant transaction fees. This is 4.5% per transaction, with the booking one transaction and the refund as a second one. Note we get charged for every transaction by the merchant and bank as well as paying other fees, so we appreciate your understanding in this matter.

– If you cancel your reservation at least 7 business days before the date of your service or tour (weekends and holidays not included), 50% of the total transaction value will be returned back to you via your original transaction method.

– If you cancel at least 5 business days before the date of your tour (weekends and holidays not included), 15% of the total transaction will be returned to you via your original transaction method.

– If you cancel your tour within 4 business days before the date of your trip (weekends and holidays not included), 0% of the total amount will be returned to you via your original transaction method. This also applies if you don’t show up at the scheduled time and pickup location.

NOTE: All refunds attract credit card and merchant’s fees charged to our small business by credit cards companies and merchant providers. Transaction fees vary between 3.9% to 9.8% of your total purchase value depending on the type of credit card and the relevant bank’s extra fees, the country in which the bank is located, and the necessary conversion fees applied to the transaction. International transactions are often subject to extra origination and conversions fees.

PLEASE CONSIDER: When you make a reservation with us on our website, we schedule that book for the relevant time/date of your tour. This means we reserve that tour slot for your booking and do not take other booking for that tour date/time. As such, when you book, we keep a tour guide and SUV on hold so that we can fulfill your tour on your booked date. In addition, once you have made your booking, we begin making all relevant bookings and organization required for your tour to ensure that you have the best experience and don’t miss out on the top sites and attractions. For this reason, we ask you to avoid cancelling or changing your booking date and recommend holding off booking until your travel plans are set. A last-minute cancellation means we have a gap in our schedule that will be difficult to fill, so please respect our business by showing up for your booking so we can fulfil the plans of our other customers.

Due to its extra fraud protection systems, American Express commonly rejects the first transaction made on our website.We have no control over this, but recommend you try again or use another credit card or PayPal to make your payment.

General Terms

– Trip Reservation and Email Confirmation: Once you have finalized your booking on our website, an email will automatically be sent upon approval of your payment, containing a merchant receipt for your order. A second email will arrivewith confirmation of your tour from SF Tours, including a tour voucher if required. This email confirmation is evidence of your tour booking and will include your tour date and pick-up time. It is only valid for the date(s) listed, which reflect your booking on our website, and only apply to the customers listed via the booking system on our website. Tours are not transferrable to other persons or parties.There is no guarantee that you can switch the date of your tour after booking, as we have other tours to fulfill. Tour date changes are not offered within 15 days from your scheduled tour date, and no other dates will be available afterward.

So that we can satisfy all of our tour customers, SF Tours reserves the right to partner with other tour operators, freelancers, and/or our sister companies. After we receive your confirmed transaction, you will be provided the exact name and contact information of your tour operator, which will be included on your tour voucher.

– Because we may receive numerous tour bookings at the same time, all tours are subject to availability. Even if you have received an approved payment transaction, this does not guarantee that your tour has been booked. A booking is only ensured once you have received confirmation from us via email. All Alcatraz tours, Muir Woods, hot air balloon and horseback rides can only be confirmed when we receive confirmation from these third-party companies. Each of these attractions require booking in advance. If your preferred tour is unavailable, you will receive a full refund minus the transaction fees.

Declined Transactions:

NOTE: If your transaction is rejected, we will not receive notification of this. As such,  your reservation is not confirmed unless you have received written confirmation via email. If you are having problems making a payment, contact us immediately. However, we cannot honor your tour without an email confirmation and tour voucher.

If your bank rejected the booking transaction, check your bank information (such as the names on the credit card, zip/postal code, or billing address) to ensure it is the same as what you provided on our website when making your booking. Insufficient funds may be another cause of a failed transactions. We cannot confirm your tour via a confirmation email until your bank clears the transaction. We acknowledge this can be inconvenient, but is a necessary safeguard on your bank’s part to prevent fraud and other issues.

Even after your transaction has gone through, our tours are still subject to availability. We will endeavor to confirm your booking via email ASAP, as well as the reserved tour(s) and date(s). Unless otherwise stated, all our tours are given in English. If your tour will be in a language other than English, this will be stated in the email or tour voucher confirmation we will send you after your transaction is approved.

Special events, weather conditions, road closures, vehicle problems, unforeseen circumstances, unavailability and/or last-minute reservations may mean that we have to offer you substitutes to your original tour itinerary. All other circumstances beyond our control are included and we reserve the right to make the necessary adjustments. We are unable to promise any particular arrival or departure times, or that any stop on the tour will occur at a specified time, due to the reasons just listed. However, we will strive to fulfill your tour itinerary and schedule to the best of our ability.

Hot-Air Balloon Special Cancellation and Refund Policy: On this tour, your safety is our #1 priority. Your balloon ride will occur before sunrise according to the weather conditions on the day. This guided tour takes 8 hours, door to door when leaving from San Francisco, or 6 hours when departing from Napa or Sonoma Valley. Other sites like Yolo County or Pope Valley may be utilized when the weather conditions in Napa make us unable to fly safely. Rainy conditions or winds higher than 12 mph will always lead to cancellation of the balloon ride.
Please note: Alternative launching sites are available if the Napa Valley weather conditions prevent safe take off from the valley. This allows us to give you the best chance possible to enjoy this experience.

Non-refundable for No-Show or last-minute changes: You can expect to receive communication from our office staff by 5 pm on the day before your hot-air balloon tour. This timing is necessary since we collect you from your hotel in San Francisco or Napa at 4 and 5 am on the day of the tour, so it is necessary to confirm arrangements prior. If we cannot reach you before 5 pm via your email or cell phone, or you do not return our calls, your driver will still arrive at 4 am as planned. If you do not show up for collection, this will be regarded as a no-show and consequently, the total cost of your tour will be non-refundable, in accordance with our refund terms and cancellation policy. As such, we recommend making every effort to confirm your pick-up the day prior and ensure you are prompt for collection.

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 a full refund. 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 EVEN IF YOU CANCEL IT BEFORE 5 PM 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: Unfortunately, our vehicles do not have wheelchair access. Only very small, foldable wheelchairs fit into our vehicles. Further, the height of our vehicles makes it extremely difficult for customers with a disability get it in and out of our vehicles, and there are liability issues involved. Tours involving kids, seniors, and wheelchairs naturally take longer than average, meaning we have to pay overtime. For this reason, $179 will be charged to your credit card for every additional hour in excess of 12 hours by van or $129 per hour by SUV.

Pets: No pets are permitted in our vehicles. Please respect our other guests who have pet allergies.

Smoking: Smoking is prohibited in our vehicles.

Clothing: This day-long tour is full of adventure so please dress appropriately for cold weather, and wet and uneven roads and hiking trails. Wear comfortable waterproof hiking shoes, especially for snow in winter and spring. An overnight tour package is recommended for groups with kids and seniors, as the full-day tour can be taxing for them.

Parks, Attractions and Site’s Closures: We will not be held responsible for weather and travel conditions. Nor will we be held liable for these factors. State and national parks can close at any time without notice, for reasons such as the weather or unsafe road conditions. In such situations, no refund will be issued, regardless of the reasons provided for the trip being cancelled. In addition, if you need to cancel or stop the tour for personal or health reasons, no refund is available, nor can you change your tour to a future date.

Guided tours in foreign languages: Additional fees are applied to all tours in foreign languages. This is necessary to account for the expertise of tour guides or freelancers we may employ to fulfill your tour needs.

Travel Agents: When a customer does not tip their driver or tour guide, their travel agent will be liable for a 20% gratuity. Travel agents must supply their customers’ full name and contact information, or the tour will not proceed. Further, travel agents must cover all overtime unpaid by their clients, and a credit card for this purpose will be kept on file. We barely cover our business expenses and wages because of the high cost of conducting business in California. As such, all our tours are at non-commissionable rates.

Gratuity:As is customary in the USA, a 15% to 20% gratuity is expected. Typically, a tip should be ​​15% to 20% of the total purchase amount, or a flat amount that close to the relevant percentage. Tipping is subjective, and your generosity is appreciated. Gratuities form an important part of tour guides earnings, and they can’t survive in this expensive state without them. Plus, without tour guides, we can’t run our business! So thank you for your understanding and for tipping appropriately.

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).

NOTE: Tour guides are not permitted to run guided tours to Alcatraz or Muir Woods. As such, your experiences of these attractions will be self-guided tours (including the excellent self-guided audio tour of Alcatraz prison), as we communicate on our website. To keep costs at a minimum, drop-off at your hotel after you visit Alcatraz is not included. This means you won’t pay overtime or for your driver to wait for you while you’re exploring Alcatraz Island. The Fisherman’s Wharf hotels are a short walk from Alcatraz landing, plus public transportation is very affordable and accessible in that area.

Alcatraz tours and tickets and the use of our online calendar: Our website’s calendar receives a lot of traffic, as it is used for all our tours and is offered in over 10 different languages – that means ten times the number of tour options! For this reason, when Alcatraz tickets are sold out (as they often are due to the popularity of this attraction), we are unable to block out our calendar for these specific date(s) as that would prevent all other clients from making bookings for other tours and according to their language needs. As Alcatraz makes up only 1% of our tours, we prioritize access to our many other tours that are the foundation of our business. As such, we have changed the terms and conditions on our website regarding Alcatraz tour and tickets, stating clearly and plainly these terms:

-All our tours including Alcatraz are subject to availability. This is the case even if the payment transaction has been approved. If it turns out that Alcatraz tickets are already sold out for the date you booked, we reserve the right to void or refund your transaction. Please understand this is totally out of our control since the U.S. National Park Service is the only provider of Alcatraz tickets and tours.

-During the peak season, holidays and week-ends, 8 business weeks in advance is required when booking our Alcatraz tour. The peak season runs from April to the end of October.

-When Alcatraz is sold out, we’ll offer you alternative tour options. If you decline, we’ll fully refund your transaction. This will take about 10 business days as per the “voided and refunded transactions” clause.

Common mistakes to avoid: When people see that Alcatraz tickets are sold out through other venues, some customers hurry to book our Alcatraz tour on our website. They ignore our terms and conditions, not realizing that, if the tickets are sold out, they’re sold out everywhere. We take no responsibility for this, as we have taken every measure to ensure transparency about the fact that we have no control over Alcatraz ticketing! This is why we require at least 8 business weeks in advance for Alcatraz bookings.

The misconception about private tours: Yes, public group tours are more cost-efficient for the tour operator than private tours. The input cost of private tours and public tours are approximately the same, as both provide one driver or tour guide, one vehicle, the same trip length, and both assume the same business expenses and commercial insurance liability. However, private tour operators (like ours) make 95% less profit than public group tours. The reason is that all our resources are dedicated to a party or family tour (and solo travelers), while the sheer volume of customers in a public tour means those operators make 10 times more profits! It’s extremely costly to operate private tours in California due to increasing taxes and business expenses, but we believe the customized experience and better quality is worth it for our customers.

Additional Terms & Tips for visitors and hikers

– If you suffer car or motion sickness, please consider acquiring medication from your doctor. We don’t want you to miss out on the best parts of our tour due to feeling unwell. Also consider altitude sickness, as we do reach some great heights on some of our tours. An excessive number of stops due to these problems don’t make for a great tour experience, so please consult your doctor in advance for preventative measures.

– Travel light and have more room for the journey. Consider leaving unnecessary luggage at your hotel.

– Our tours involve walking and hiking so wear appropriate footwear, such as snowshoes in winter. Don’t forget to pack a swimsuit to enjoy the hotel’s swimming pool and hot tub.

– Other necessities, depending on the season, include sunscreen, bug spray, extra memory cards for photos, and batteries for your camera (if applicable).

– Warm layers are the way to go for San Francisco’s cooler weather. Bring a raincoat in case of summer showers.

– The high altitude means it’s a good idea to drink plenty of water. Don’t risk hiking alone; we offer fully-guided tours.

– We are not responsible for injuries or accidents on our tours, inside or outside of Yosemite National Park. Please read our terms and conditions carefully for more information.

– When visiting the sequoias, you’ll be in rocky terrain with narrow, uphill, and winding hiking trails. You’ll need to hike downhill and then return uphill to the parking lot. At the beginning of the trail, the route is very steep, but rest assured it flattens out as you get closer to the parking lot. All groves require some hiking to access, but the nature of the hike depends on the one your driver selects for you. For both top groves, the elevation at the trail head is about 6,200 feet (1,860 meters). The Tuolumne Grove of Giant Sequoias is a favorite of many, at a distance of about a 2.5-mile (4 km) round trip. You’ll need to do about 1.5 – 2 hours of hiking, but it’s appropriate for everybody who can hike including kids.

-California Gold Country: Located between Yosemite and the Eastern Sierra where a major highway leads to Tahoe, Tioga Pass is sometimes closed due to heavy snow. This may occur as early as October until about June or July. In this instance, day 2 and 3 of your tour will take you through the notorious, yet celebrated, California Gold Country instead.

-Please note that the order of your journey may vary. We may start in Lake Tahoe and then go to Yosemite National Park or the reverse. It all depends on the hotels’ availability, the season, the weather, and road conditions. We do not work on commission, so please book your own hotel if you’d prefer. However, if you want to avoid that hassle, we can organize that for you. Simply select ‘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 Awhanhee 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: Unless your tour voucher states otherwise, your tour will be given in English. Note that some other languages attract additional fees. To have your tour in another language, book a Private Tour and not a semi-private one. This is subject to availability. If you require more than one language other than English, further additional fees may apply. All semi-private tours can be shared with other clients and are conducted in English. Please be aware that semi-private tours are no longer available for booking on our website. Our bilingual tour guides book up months in advance, so get in early to avoid disappointment.

Miscellaneous:Unless indicated by your tour confirmation email or voucher, meals and tour guide/driver gratuities are not included in our tour prices.

Additional fees such as for wine tasting and tours, accommodation, and entry fees to see attractions and sites are not included in tour prices, unless stated on your tour voucher or email confirmation.

-Our partner and sister company Golden Horizon Travel Inc operates all our vehicles and tours. As per state and federal laws, they do not allow smoking on board.

-We hire freelance tour guides/drivers, subcontractors, and/or contractors to run our tours, shuttle services, and travel packages and reserve the right to do so.

– If your tour is impeded due to weather and/or poor road conditions, we will strive to reach every location, site and destination using substitute routes. However, we are not liable nor accountable for such unforeseen circumstances and no refunds will be issued.

-We reserve the right to make use of all photos or videos of our customers or passengers taken by our staff during the tour, trip, or transfer, on our website. and Under no circumstances can customers dispute our use of photos or videos in this manner.

-All sales are final Unused part of the tour(s) cannot be refunded or substituted. .

-By not showing up or leaving portions of your tour unused, you forfeit the right to any refund.

-If you cancel your booking and are eligible for a refund or voided transaction, please allow up to 2 weeks for the refunded amount to be returned to your account. This applies to credit or debit cards, or payments made via PayPal.

Our hot-air balloon rides are subject to last-minute cancellations due to weather events. Rides are not guaranteed to depart and arrive back in Napa Valley. Your ride may occur anywhere within an 80-mile radius of Napa Valley. This decision will be made by your pilot based on the weather conditions.

-We reserve the right to refuse service to any person or business who fails to comply with our safety instructions or scheduled tour itinerary. Further, anyone who poses any harm or threat to our customers and/or our tour guide-drivers will also be denied service. Under any circumstances, screaming at or insulting tour guide-drivers or fellow passengers or third-party businesses and subcontractors will not be tolerated. Such behavior will result in immediate termination and cancellation of your tour without any refund. Under any circumstances, discrimination against a customer or a tour guide–driver for any reason will not be tolerated.

Cancellation due to unforeseen weather conditions: Fires, landslides, road closures, vehicle problems, medical emergencies involving our drivers or tour guides, or any other weather conditions or unforeseen circumstances may occur before or during your tour. In these situations, where possible, we reserve the right to offer you substitute tours or alternative destinations for the scheduled duration of your tour.

Modifications of these terms and conditions: SF Tours and our affiliated websites or contractors reserve the right to change any of the terms and conditions listed on this website. We reserve the right to alter our web contents, make amendments to our terms and privacy policy at any time. Such changes will occur at our discretion without prior warning. Find out more about our privacy policy and complete terms and conditions.