San Francisco Tours Cancellation and Refund Policy

Thank you for your interest in San Francisco Private Tours, a proud partner and sister company of Alcatraz Tours, Inc.

We are committed to protecting your personal information and ensuring complete transparency. Our terms, cancellation, and refund policies are among the most flexible and accommodating in the industry, because we believe exceptional service includes understanding and adaptability.

With over 18 years of experience, our mission has always been simple: to meet and exceed our guests’ expectations by delivering personalized, high-quality travel experiences. We remain dedicated to working closely with our valued clients to accommodate their needs whenever possible.

We look forward to welcoming you and wish you happy travels as you explore the best of San Francisco with us.

Booking, Terms & Refund Policy

You may cancel your booking or submit any request by emailing us from the same email address used to make the reservation. We also offer a 24/7 private live chat, which you may use at any time, or you can leave us a message for follow-up. Additionally, you may contact us through the “Contact Us” page on our website.

All cancellations must be made in writing; we do not accept cancellations by telephone. If you cannot locate your confirmation email or are unsure which email address was used, please contact us via the live chat on our website.

Cancellation & Refund Schedule

• 16 or more business days before your tour or service (Weekends and holidays excluded)
  You will receive a 91% refund of the total amount paid, issued to the original payment method.
  The remaining 9% covers non-refundable bank and merchant processing fees. These fees total 4.5% per transaction, applied once at booking and again at refund, along with other associated processing costs. We appreciate your understanding.
• 8 business days before your tour or service (Weekends and holidays excluded)
  You will receive a 50% refund of the total amount paid, issued to the original payment method.
• 6 business days before your tour or service (Weekends and holidays excluded)
  You will receive a 15% refund of the total amount paid, issued to the original payment method.
• Within 5 business days of your tour or service (Weekends and holidays excluded)
  No refund will be issued.
  This policy also applies to no-shows or failure to arrive at the scheduled pickup time and location.

NOTE: All refunds are subject to credit card and merchant processing fees charged to our small business by credit card companies and payment providers. These transaction fees typically range between 3.9% and 10.58% of the total purchase amount, depending on the type of credit card used, the issuing bank, the country in which the bank is located, and any applicable currency conversion fees. International transactions are often subject to additional origination and conversion fees.

PLEASE CONSIDER: When you make a reservation through our website, we immediately schedule and reserve your tour for the selected date and time. This means that the tour slot is held exclusively for you, and we do not accept other bookings for that same date and time. Once your booking is confirmed, we also reserve a tour guide and SUV specifically for your tour.

In addition, after your booking is made, we begin coordinating all necessary planning and reservations required to ensure a seamless experience and access to top sites and attractions. For these reasons, we kindly ask that you avoid canceling or changing your booking date whenever possible and recommend finalizing your travel plans before making a reservation.

Last-minute cancellations create gaps in our schedule that are difficult to fill. We respectfully ask that you honor your booking by arriving on time so we can continue providing high-quality experiences for all our guests.

Important Payment Notice: Due to enhanced fraud-prevention measures, American Express may occasionally decline the first transaction made on our website. This is outside of our control. If this occurs, we recommend trying the payment again or using a different credit card or PayPal.

General Terms

Trip Reservation & Email Confirmation

Once you complete your booking on our website, an email will be automatically sent after your payment is approved. This email will include a merchant receipt for your order. A second email will follow with your official tour confirmation from SF Tours, including a tour voucher if required.

The confirmation email serves as proof of your tour reservation and will include your tour date and pickup time. This confirmation is valid only for the date(s) listed, as reflected in your original booking, and applies only to the customers listed in the booking made through our website. Tours are non-transferable and may not be assigned to other individuals or parties.

Tour date changes are not guaranteed after booking, as we must accommodate other scheduled tours. Changes are not permitted within 15 days of the scheduled tour date, and alternative dates may not be available thereafter.

To ensure all tours are fulfilled as scheduled, SF Tours reserves the right to partner with other licensed tour operators, freelance guides, and/or sister companies. Once your transaction is confirmed, you will receive the exact name and contact information of your assigned tour operator, which will be listed on your tour voucher.

Tour Availability & Third-Party Confirmations

Due to the possibility of multiple bookings being received simultaneously, all tours are subject to availability. An approved payment transaction alone does not guarantee a confirmed tour. A booking is considered confirmed only after you receive an official confirmation email from us.

Tours involving Alcatraz Island, Muir Woods, Hearst Castle, Safari, Seaplane, Hot air balloon rides, and horseback riding require advance reservations with third-party providers and can only be confirmed once those providers confirm availability.

If your selected tour or attraction is unavailable, you will receive a full refund minus applicable transaction and processing 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 experience difficulties making a payment, please contact us immediately. However, we cannot honor your tour without an email confirmation and tour voucher.

If your bank rejected the booking transaction, please verify your bank and billing information (such as the name on the credit card, ZIP/postal code, or billing address) to ensure it matches the information you entered on our website at the time of booking. Insufficient funds may also cause a transaction to fail. We cannot confirm your tour via email until your bank clears the transaction. We acknowledge this may be inconvenient, but it is a necessary safeguard implemented by banks to prevent fraud and other issues.

Even after your transaction has been successfully processed, all tours remain subject to availability. We will make every effort to confirm your booking via email as soon as possible, including the reserved tour(s) and date(s). Unless otherwise stated, all tours are conducted in English. If your tour will be offered in a language other than English, this will be clearly stated in the confirmation email or tour voucher sent after your transaction is approved.

Special events, weather conditions, road closures, vehicle issues, unforeseen circumstances, unavailability, and/or last-minute reservations may require us to offer substitutes to your original tour itinerary. All circumstances beyond our control are included, and we reserve the right to make necessary adjustments. We are unable to guarantee specific arrival or departure times, or that any stop will occur at a precise time, for the reasons listed above. However, we will always 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 number one priority. Your balloon ride will take place before sunrise, subject to weather conditions on the day of the tour. This guided experience lasts approximately 8 hours door-to-door when departing from San Francisco, or 6 hours when departing from Napa or Sonoma Valley. Alternative locations such as Yolo County or Pope Valley may be used if Napa Valley weather conditions make it unsafe to fly.

Rain or wind speeds exceeding 12 mph will always result in cancellation of the balloon ride. Please note that alternative launch sites may be used when Napa Valley weather prevents a safe takeoff, allowing us to provide the best possible opportunity for you to enjoy this experience.

Non-Refundable for No-Show or Last-Minute Changes

You can expect communication from our office staff by 3:00 PM on the day before your hot-air balloon tour. This is necessary because pickup occurs between 3:40 AM to 4:40 AM on the day of the tour, depending on the season and your location. If we are unable to reach you by email or phone before 3:00 PM, or if you do not return our calls, your driver will still arrive at the scheduled pickup time.

If you do not appear for pickup, this will be considered a no-show, and the total cost of your tour will be non-refundable, in accordance with our cancellation and refund policy. We strongly recommend confirming your pickup arrangements the day before and being prompt for collection.

Balloon Ride Refundable Amount

If you choose to cancel your balloon ride, you must do so at least 4 business days prior to the tour. If the pilot cancels the balloon ride on the day of the tour due to unsafe weather or safety concerns, you will receive a full refund for the balloon portion only.

If you cancel the balloon ride at least 4 business days in advance, your tour guide will collect you at 9:00 AM instead of 3:40 AM, and you may still enjoy the wine tour portion as planned. Regardless of weather conditions, the wine tour itself is non-refundable.

If you decide to proceed with the balloon ride despite uncertain weather, your tour guide will pick you up as scheduled at 3:40 AM.

NOTE: This tour is scheduled exclusively for you, and we decline other reservations to secure your tour date. If you cancel last minute, wages and business expenses must still be paid. As such, the hot-air balloon portion of this tour package is NOT refundable, even if you cancel before 3:00 PM on the day prior to your tour, unless the balloon ride is canceled by the balloon company or pilot.

In the event of cancellation by the balloon operator, you will receive a $220 refund per person, issued to your original payment method within 7 business days. Bookings made directly through Viator are subject to Viator’s terms and policies.

Please note: No changes or modifications are accepted within 4 business days of your tour. Our office closes at 5:00 PM, and drivers must wake as early as 2:00 AM to prepare the vehicle and arrive at your hotel by 3:40 AM.

Additional Terms and Important Information

Our policies regarding unforeseen weather conditions, cancellations, and tour terms are provided with full transparency to avoid misunderstandings. It is your responsibility to read these terms carefully.

Please remember that our drivers are people too. They go to bed very early to ensure timely pickup. As such, no last-minute changes can be made after 3:00 PM on the day before your tour. Our offices are closed after this time, and cancellations received afterward will not be processed until the next day-by which time your driver will already be en route.

Wheelchair and Accessibility

Unfortunately, our vehicles are not wheelchair accessible. Only very small, foldable wheelchairs can fit into our vehicles. Additionally, vehicle height and liability considerations make entry and exit difficult for guests with disabilities. Tours involving children, seniors, or wheelchairs generally take longer than average and may incur overtime costs. For this reason, $239 per additional hour will be charged for van tours or $129 per additional hour for SUV tours, beyond 12 hours.

Pets

Pets are not permitted in our vehicles. Please be considerate of guests with allergies.

Smoking

Smoking is strictly prohibited in all vehicles.

Clothing

This is a full-day adventure tour. Please dress appropriately for cold weather, wet conditions, uneven terrain, and hiking trails. Waterproof hiking shoes are strongly recommended, especially during winter and spring.

For groups with children or seniors, we recommend an overnight tour package, as full-day tours can be physically demanding.

Parks, Attractions, and Site Closures

We are not responsible for weather or travel conditions and cannot be held liable for them. State and national parks may close without notice due to weather or unsafe conditions. In such cases, no refunds will be issued, regardless of the reason for cancellation.

If you choose to cancel or end the tour early due to personal or health reasons, no refund will be provided, and the tour cannot be rescheduled.

Guided Tours in Foreign Languages

Additional fees apply for tours conducted in languages other than English to cover the cost of specialized guides or freelance professionals.

Travel Agents

If a customer does not tip their driver or tour guide, the travel agent will be responsible for a 20% gratuity. Travel agents must provide their clients’ full name and contact information; otherwise, the tour will not proceed. Travel agents are also responsible for covering any unpaid overtime incurred by their clients. A credit card will be kept on file for this purpose.

Due to the high cost of operating in California, our tours are offered at non-commissionable rates.

Gratuity

As customary in the United States, a 15%-20% gratuity is expected. Tips may be calculated as a percentage of the total purchase amount or given as a comparable flat amount. Gratuities are discretionary but greatly appreciated and form a vital part of our tour guides’ income.

Muir Woods National Monument Regulations

Muir Woods National Monument now requires advance reservations and permits for all visitors. Entry is not permitted without prior approval. Commercial access and parking permits are also required to preserve the park’s tranquility.

All necessary reservations, permits, and parking arrangements are included in our private and small-group tours. Muir Woods entrance tickets are not included in the tour price (currently $15 per person at the time of writing; prices are subject to change).

NOTE: Tour guides are not permitted to conduct guided tours inside Alcatraz Island or Muir Woods. These visits are self-guided, including the official audio tour at Alcatraz. Hotel drop-off after Alcatraz is not included to avoid overtime charges. Fisherman’s Wharf hotels are within walking distance, and public transportation is readily available.

New Exclusions (Effective January 1, 2026)

• Nonresident Fees – Click here to learn more
  
  Or read the breakdown of this new law and fee below.

Important Notice for International Visitors to Kings Canyon-Sequoia and Yosemite National Parks

As of January 1, 2026, the U.S. Department of the Interior requires all visitors who are not U.S. citizens or Green Card holders and are aged 16 or older to pay an additional $100 per person nonresident fee to enter Yosemite and several other major U.S. national parks. This fee is set by the federal government and applies to all tour companies-Golden Horizon Travel does not set, collect, or control this fee.

How to Manage the Fee & Save Money

• You may purchase the America the Beautiful Non-Resident Annual Pass for $250, which:
  • Covers the nonresident fee for the pass holder
  • Covers up to 3 additional nonresident adults (16+) in your party
  • Is valid for one year at participating U.S. national parks
• The pass can be purchased online at Recreation.gov for immediate digital delivery

This pass is the most cost-effective option for families, couples, or travelers visiting multiple parks. By booking, guests acknowledge responsibility for any applicable park fees mandated by U.S. federal regulations.

Alcatraz Tours, Tickets, and Use of Our Online Calendar

Our website’s calendar receives a high volume of traffic, as it is used for all of our tours and is offered in over 10 different languages-which effectively 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 our calendar for those specific date(s), as doing so would prevent other clients from booking different tours according to their language needs.

Because Alcatraz represents only about 1% of our total tours, we prioritize availability for our many other tours, which form the foundation of our business. As such, we have updated the terms and conditions on our website regarding Alcatraz tours and tickets, clearly and transparently stating the following:

• All tours that include Alcatraz are subject to availability, even if the payment transaction has been approved. If Alcatraz tickets are already sold out for the date you booked, we reserve the right to void or refund your transaction. Please understand that this is entirely beyond our control, as the U.S. National Park Service is the sole provider of Alcatraz tickets and tours.
• During peak season, holidays, and weekends, bookings for Alcatraz tours must be made at least 8 business weeks in advance. Peak season runs from April through the end of October.
• When Alcatraz tickets are sold out, we will offer alternative tour options. If you decline these alternatives, we will issue a full refund, which may take approximately 10 business days, in accordance with our “voided and refunded transactions” policy.

Common Mistakes to Avoid

When customers see that Alcatraz tickets are sold out through other vendors, some rush to book our Alcatraz tour via our website. In doing so, they may overlook our clearly stated terms and conditions, not realizing that if tickets are sold out, they are sold out everywhere. We cannot be held responsible for this, as we have taken every reasonable step to ensure transparency regarding the fact that we have no control over Alcatraz ticket availability. This is why we require a minimum of 8 business weeks’ notice for Alcatraz bookings.

The Misconception About Private Tours

While public group tours are generally more cost-efficient for tour operators, the input costs for private and public tours are nearly identical. Both require a driver or tour guide, a vehicle, the same tour duration, comparable business expenses, and commercial insurance coverage.

However, private tour operators (like us) earn up to 95% less profit than public group tour operators. This is because all of our resources are dedicated to a single party, family, or solo traveler, whereas public group tours rely on high volume to generate significantly greater profit margins.

Operating private tours in California is extremely costly due to rising taxes, insurance, fuel, and business expenses. Nevertheless, we believe the personalized experience, flexibility, and higher quality of service offered through private tours are worth it for our customers.

Additional Terms & Tips for Visitors and Hikers

• If you suffer from car or motion sickness, please consider obtaining medication from your doctor. We do not want you to miss the best parts of your tour due to discomfort. Please also consider altitude sickness, as some tours reach higher elevations. Excessive stops due to illness can negatively affect the overall tour experience, so we recommend consulting your doctor in advance for preventative measures.
• Travel light to ensure more comfort and space during the journey. We recommend leaving unnecessary luggage at your hotel.
• Our tours involve walking and hiking, so please wear appropriate footwear. Snowshoes may be required in winter. Do not forget to pack a swimsuit if you plan to enjoy hotel swimming pools or hot tubs.
• Other necessities may include sunscreen, bug spray, extra memory cards for photos, and spare camera batteries, depending on the season.
• Dress in warm layers for San Francisco’s cooler climate and bring a raincoat in case of summer showers.
• Due to high altitudes, it is important to stay hydrated. Please do not hike alone; all our tours are fully guided.
• We are not responsible for injuries or accidents occurring during our tours, whether inside or outside of Yosemite National Park. Please read our full terms and conditions carefully.

When visiting the giant sequoias, you will encounter rocky terrain with narrow, uphill, and winding hiking trails. You will hike downhill initially and then return uphill to the parking area. While the start of the trail can be steep, it gradually levels out closer to the parking lot. All groves require hiking to access, though the level of difficulty depends on the route selected by your driver. For the main groves, the elevation at the trailhead is approximately 6,200 feet (1,860 meters). The Tuolumne Grove of Giant Sequoias is a favorite among visitors, with a round-trip distance of about 2.5 miles (4 km) and an estimated hiking time of 1.5 to 2 hours, suitable for most guests, including children who are able to hike.

California Gold Country & Route Changes

• Tioga Pass, located between Yosemite and the Eastern Sierra en route to Lake Tahoe, may close due to heavy snow, sometimes as early as October through June or July. In such cases, days 2 and 3 of your tour may instead pass through California Gold Country, a historic and scenic alternative.
• Please note that the order of your journey may vary. Tours may begin in Lake Tahoe and proceed to Yosemite National Park, or vice versa, depending on hotel availability, seasonality, weather, and road conditions. We do not operate on commission, so you are welcome to book your own accommodation. However, if you prefer convenience, we can arrange hotel accommodations for you-simply select “hotel included” in our shopping cart.

Hotel Reservation Information

Each guest is typically charged approximately $400 per night for a three-star hotel located in or around the Yosemite Valley area, subject to availability. If you prefer a higher level of accommodation, you may book directly with your preferred hotel or resort. The Ahwahnee is the only four-star hotel within Yosemite Valley, with suite rates ranging from $760 to $1,200 per night, depending on season and availability.

NOTE: Accommodation inside Yosemite National Park is extremely limited and often sells out 6 to 12 months in advance. If you wish to stay inside the park, we strongly recommend booking as early as possible. For bookings made closer to your tour date, we are often able to secure accommodations at nearby resort or motel-style properties close to the park.

More Terms and Miscellaneous Information

Foreign Languages

Unless stated otherwise on your tour voucher, all tours are conducted in English. Some foreign-language tours incur additional fees. To request a non-English tour, you must book a Private Tour, not a semi-private tour, and availability applies. Requests for multiple non-English languages may incur further fees. Semi-private tours are conducted in English only and may be shared with other guests. Please note that semi-private tours are no longer available for booking on our website. Our bilingual guides book months in advance, so early booking is recommended.

Miscellaneous Terms

Unless otherwise stated on your tour voucher or confirmation email:

• Meals and driver/guide gratuities are not included.
• Additional fees such as wine tastings, accommodations, and attraction entrance fees are not included.
• If a tour is impeded by weather or poor road conditions, we will make reasonable efforts to reach destinations via alternate routes; however, no refunds will be issued for such circumstances.
• We reserve the right to use photos or videos taken by our staff during tours for marketing purposes on our website. Customers may not dispute this usage.
• All sales are final. Unused portions of tours are non-refundable and non-transferable.
• Failure to show up or leaving portions of a tour unused forfeits any right to a refund.
• If you cancel and are eligible for a refund or voided transaction, please allow up to two weeks for funds to be returned to your original payment method.

Hot-air balloon rides are subject to last-minute cancellation due to weather. Balloon rides are not guaranteed to depart from or return to Napa Valley and may take place within an 80-mile radius, as determined by the pilot for safety reasons.

We reserve the right to refuse service to anyone who fails to follow safety instructions or the tour itinerary. Any behavior involving threats, harassment, screaming, insults, or discrimination toward drivers, guides, passengers, subcontractors, or third parties will result in immediate termination of the tour without refund.

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.

Modifications to these terms and conditions may be made in accordance with our sister company, Alcatraz Tours Inc as well as our affiliated websites or contractors. We reserve the right to change any of the terms and conditions listed on this website. We also reserve the right to alter website content and make amendments to our terms and privacy policy at any time. Such changes may occur at our discretion without prior notice. Please review our complete Terms and Conditions and Privacy Policy for more information.

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