Booking Terms and Conditions & Refund Policy
Customer Cancellations / Missed Tours
Our policy is to offer you a 70% refund on most of our tour types if you give us 72 hours notice prior to your tour departure time. We have a self-automated system that *must* be used to process your own refund. (This self-automated refund system is the only way a refund can be accomplished). The system link can be found at the top of your email confirmation. If attempt to process the refund with less than 72 hours prior to your tour date (including just missing the tour) then no refund will be offered by our policy, our automated system or any staff member. This section does not apply to Alcatraz combo tours OR Yosemite Hotel Tour Combos as those tours are sold as Final. If you have any questions about our self-automated refund system, please call us at 1-866-991-8687. We cannot be held responsible for delays or cancelations of customer trips that result from weather, mechanical difficulties, sickness, family emergencies that may occur during or prior to your trip. Sending emails or calling our customer service department for special exceptions will not be considered.
Change Tour Date/Time via Self-Automated System (More than 72 Hours Notice Required)
If you wish to change the date or time of your tour (with at least 72 hours notice prior to your tour date) you can also do so via our automated Change Date/Time system. The system link to start the process can be found at the top of your email confirmation. The system will charge $15 per person change order fee. This section does not apply to Alcatraz combo tours OR Yosemite Hotel Tour Combos (see next section) because those tours are sold as Final. If you have already checked in for the tour with one of our staff members and you decide you need to separate from us for bathroom, coffee or whatever - - the tour is still going to depart on-time without you. Sorry, no refunds for those that separate themselves from the tour group or fail to comply with our tour departure times.
No Refunds or date/time changes to Alcatraz Combo Tours or Yosemite Hotel Tour Combos. All Alcatraz Combo Tours and Yosemite Tours with hotel stay are sold as final.
All sales are final with regards to Alcatraz combo tours and Yosemite tours with an overnight hotel stay. We are unable to change the date and time of those tours as well. Please note that we have no ticket or inventory control on Alcatraz ferry tours, thus there can be no refunds on these combos. Further, we have no control over the hotel booking policies for the Yosemite hotels.
Itinerary subject to change without notice
Given the nature of the transportation business where we rely on traffic condition, road closures, city marathons and weather, our tour itinerary is subject to change without notice and such changes can be made the morning of your tour. While these are rare instances, we will do our best to amend the itinerary so it makes for an enjoyable day. No refunds or partial refunds will be applied. Yosemite customers should know that Yosemite is popular and there are only 2 roads in and out of the park from San Francisco, thus things happen. In the Winter-time, these roads will even have substantial snow on them so we will do our best to get you there on-time, but if we are unable to (for any reason) we provide no refunds. For tours that take Amtrak Train, we are not responsible for rare train delays and therefore no refunds will be accepted. Also see Tour Interruption Section below.
Cancellations by Us
On rare occasions, San Francisco Shuttle Tours / Wine Country Tour Shuttle must cancel all or part of a tour, including in response to insufficient sales. If we cancel the entire tour, you will receive a full refund. If we cancel a portion of the tour due to weather or other reasons beyond our control, or if you, for any reason whatsoever (including getting lost from the group), do not participate in all or part of the tour, we will not be required to make any refunds. For other partial cancellations, you will receive a refund for the value of the canceled portion, with value to be determined by us in a fair and equitable manner.
No Refunds for Customers lost or displaced from group during tours:
All of our tours make lots of tour stops and thus our tour guides will be giving instructions throughout the tour. Customers are not eligible for any kind of refund for missing the bus or separating from the group for any reason. City/Muir Woods Timesaver Tour customers are also not eligible for a refund for missing the 2nd half of the tour "The Muir Woods Portion". Customers who miss the shuttle in Sausalito or anywhere else for any reason must take a taxi to the next stop at their own expense or forfeit their right to complete the tour (with no refunds). Please help us out and listen to all of the instructions presented by your tour guide.
Wine Country Tour Shuttle Friendly Reminders!
Please accept this friendly reminder that the Napa Experience Tour needs to depart no later than 8:16am. The Sonoma Experience Tour needs to depart no later than 10:01am. Please time your parking and travel time accordingly. Should you be late and miss the tour, please see the Missed Tours section above. If you need help finding us, please call 415-722-8677 and then try 1-415-513-5400.
Please consider buying Travel Insurance!
Given that our terms and conditions do not cover missing our tour experience due to a medical emergency, we highly recommend using Google/Yahoo/Bing to obtain travel insurance if you are concerned about losing funds paid to us. There is no travel insurance offered for those that just decide not to travel or go on our tours, but there are a fair amount of companies that will offer good-value insurance if you or a family member gets sick or injured prior to during the trip. Such travel insurance companies include: "Travel Insured", "Travel Guard by Chartis and, "CSA Travel Protection". There are many more option that can be found online.
Personal Items left on the shuttle
We are not responsible for any personal items brought on the shuttle during your tour. Please make sure you make every attempt to watch over your items during and before your final stop and ferries.
Sales Pricing Policy
Although on rare occasions, San Francisco Shuttle Tours reserves the right to offer sales and pricing discounts on an as needed basis. No price difference refunds will be granted to any prior reservations.
Although on rare occasions, San Francisco Shuttle Tours/Wine Country Tour Shuttle assumes no responsibility for delays caused by weather, shuttle bus breakdowns, traffic conditions, accidents and/or other conditions beyond our control.
Shuttle Cleanliness / Damage
Unlike a maybe a movie theatre or a ballpark, we do expect our customers to clean up after themselves and dispose of any trash generated during the trip (private or daily public tour). We reserve the right to impose a fee for any damage done to the shuttle or any out of the ordinary cleaning made necessary by our passengers.
Changes to This Policy
No employee or representative of San Francisco Shuttle Tours/Wine Country Tour Shuttle shall change our booking terms and conditions policy verbally. Any verbal changes that are not in writing will simply not be honored. If you believe you were able to change this policy by our company, be sure to get it in writing for it to be honored. To this end, we request that you do not call our offices in hopes to change the aforementioned policy. If you have a question or concern about the policy, please send us an email to refunds @ sfshuttletours.com.
San Francisco Comprehensive Tours, LLC and its affiliates respects your privacy and will keep your personal information private. We never give out information to third-parties. Personal information is defined as information about you that is personally identifiable like your name, address, email address or phone number. We never keep credit card information on file for any reason. To this end, other than casual personal conversations with friends and family, SF Comprehensive Tours, LLC requires your entire transaction and experience with SF Shuttle Tours and our tour d/b/a's (Wine Country Tour Shuttle, Yosemite Tour Shuttle, New York Shuttle Tours) be strictly confidential. We do not seek business revenue from social media sites, therefore your assistance is not needed to help promote our tours to those types of websites. For the same reason we will never send your personal information out to anyone or the general public, we require the same treatment about our company and your tour experience to any public social media website.