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These are our Terms and Conditions, including our reservation, refund and cancellation policies.
Refund Fees: There is a charge for each transaction when wanting a refund. This charge will vary from 4.5% to 7.9% per transaction depending on the type of credit card you used to make the transaction and the country where the credit card was issued. This charge covers the credit card transaction fees that your credit card company charged Golden Horizon Travel when you made the reservation on our website and includes the required merchant processing fees associated with your credit card company. This policy applies on all refunds as well, regardless of the amount or the date of the refund.
All overnight tours (with or without hotel accommodations) require at least a 19-day advance notice of cancellation to Golden Horizon Travel. All sales are final for last-minute booking (defined as made within 0-4 business days prior to the scheduled tour.)
- All tours and/or travel packages that may or may not include flying (i.e. airplane, hot air balloon) or riding a train are non-refundable.
- All Alcatraz, Safari, Horseback tours, rafting, balloon rides and Hearst Castle tickets are non-refundable.
- Each tour and/or webpage is governed by terms and conditions relating to each tour/webpage or by the tour voucher(s), which are given to you by the Golden Horizon Travel office after booking your tour on our website. Tour voucher will be soon replaced by an email confirmation.
- Currency: All transactions are in United States Dollars (USD)
- Please note that if a transaction is declined, the reservation for the tour is not confirmed and we do not have the information or the inquiry. If you do not receive an email from our Merchant account (emailreceipts@authorize.net) shortly after making the reservation on our website, please start over with a different credit card, ensure you do provide the extract bank and billing address information including the zip code (postal code) of your credit or contact us directly for further assistance. Approved transactions do not guarantee your tour(s) as all reservations are subject to availability. Popular tours like Alcatraz and Yosemite require at least 12 weeks reservation in advance from April to October.
Exceptions to our cancellation and refund policy:
The above cancellation and refund policy will not apply on the following tours and or services including but not limited to:
-All reservations and tours that last more than one day with accommodation during the peak season from March to November require 38 days cancellation policy. All sales are final within the required 38 days cancellation policy for such tours and travel packages unless otherwise noted on your tour voucher. A partial refund maybe issued back to customers for particular circumstances or a tour substitution maybe offered instead, if approved by our business our office staff.
-All tours or travel packages that may include flying by airplanes, hot air balloon rides or and train tours are final from April to October.
-All Alcatraz tours and dinner cruises are final.
- Also, Hearst Castle and Yosemite 2, 3, 4, or 5-day tours are final from April to October and holidays.
-Most of our tours, travel packages, adventures , rides, shuttle and or others travel services you book through us will be governed by particular terms and conditions stated on the tour voucher you will receive from us confirming your tour or travel service.
Legal Terms and Information regarding booking and cancellation:
All reservations that have not been completed due to credit card issues are considered as incomplete, and therefore canceled. You can always call our office at 1 800-210-3008 to resolve this issue, or make a new reservation on our website or over the phone. Voice authorizations maybe subject to additional fees.
All transactions will be paid in United States currency - US Dollars. Reservations via our secure website are available 24/7 (24 hours a day) and free of charge. Reservations over the phone may be subject to additional fees. There are a number of tours and travel packages governed by particular conditions and cancellation policy where all sales are final and non-refundable including the Yosemite tours, Hearst Castle Tours, California tours, Hot air Balloon tours, The Wild W West tours, train and National Parks tours.
Our reservation system requires a full payment when booking any of our tours online. Some exceptions may apply and approved by our office for large group tours and conventions services.
Delivery methods and timing of our services and products:
Our delivery method is based on an e-confirmation of the required reservation or tour sent to customers via email. By accepting our delivery method, the client hereby approves and accepts this digital signature and online booking as a proof that we have indeed confirmed the purchase and reservation by email or by fax, conducted and delivered the required tour or service as scheduled.
The delivery method of booking and tour confirmation is sent to customers via email as an e-ticket, an email confirmation or a tour voucher that indicates the date of your tour, pick-up and drop-off time. The delivery of the tour or travel service itself takes place on the indicated date of your tour or service as stated above. The client hereby agrees and accepts that the internet as a means of delivery for his or her tour reservation establishing a legal proof of delivery and tour confirmation. It is the client's responsibility to ensure and print out the tour voucher and or our email confirmation and remember the date of the tour. Please make sure that you provide a valid and functional email address and please don't delete our email or tour voucher through a spam blocker by mistake. If you don't get the required delivery of your tour voucher or email within 5 to 7 days prior to your tour, please contact us as soon as you can, and we will issue a new tour voucher for you. We assume no liability or responsibility for missing information or incomplete orders. Our products and services are very clear and delivered as described on our website. This delivery method may not apply on some of our tours and services including last minute booking.
Digital Signature and the use of electronic records:
As you may know, the Georgia Electronic Records and Signature Act give the same validity to a digital signature as given to a written signature signed on a regular contract or document. By validating our digital signature and accepting our online terms and conditions, you (the client) state that the information you provided is correct and hereby agree with these charges and fees authorizing our business or office staff to process your transaction. The client also understands that he or she has the right not to consent to the use of the electronic records by canceling the transaction before checking the box "submit your secure order" on our website which basically cancels and voids the transaction before we process it online. In this case, this transaction will be null and voided. However, by placing an order on our website, you (the client) hereby agree with our terms, prices, policy and consent with the use of these electronic records as an evidence of this agreement and waive any objection of the use of these electronic records in court, if necessary. Also, you (the client) agree that the prevailing party in any eventual dispute regarding these charges or fees owing to us shall be fully paid and any other fees that may be involved including the attorney's fees and expenses.
II.Cancellation and Refund policy:
Exceptions to our cancellation and refund policy:
The above cancellation and refund policy will not apply on the following tours and or services including but not limited to:
-All reservations and tours that last more than one day with accommodation during the peak season from March to November require 38 days cancellation policy. All sales are final within the required 38 days cancellation policy for such tours and travel packages unless otherwise noted on your tour voucher. A partial refund maybe issued back to customers for particular circumstances or a tour substitution maybe offered instead, if approved by us or our staff over the phone or by email.
-All tours or travel packages that may include flying by airplanes, hot air balloon rides or and train tours are final from April to October.
-All Alcatraz tours and dinner cruises are final.
- Also, Hearst Castle and Yosemite 2, 3, 4, or 5-day tours are final from April to October and holidays.
-Most of our tours, travel packages, adventures , rides, shuttle and or others travel services you book through us will be governed by particular terms and conditions stated on the tour voucher you will receive from us confirming your tour or travel service.
III. Online SECURE Booking, Receipt and Method of Payment
Secure and Encrypted Transactions: Our website is Secure and daily tested and certified as a hacker safe website complying with the PCI (Payment Card Industry) and or secure websites' protocols. We also use a high-grade encryption level to ensure that your transaction and credit card information are encrypted and secure using a certified SSL. Be aware of all online reservations that don't display this secure "lock icon" shown on the reservation page (either up on the right or down the page at the bottom) and the letter "S" must also display within the url in your browser as follow: https://www. This "lock icon" indicates that the connection between the reservation page and the web server is secured to protect your privacy and personal information.
Method of Payment and Accepted Credit Cards: We accepts all Master Cards, Visa, Discover, American Express, Debit Cards, Euro cards and "Cartes Bleues". For Tour Operators and Travel Agents, we also accept wire transfers of funds from your account anywhere in the world to our merchant bank account in the USA. Please note that foreign credit cards may be subject to some additional fees due to the currency conversion fees.
When you process your payment on our website, you hereby understand and agree with our terms and conditions including our rates and tour prices posted online. You have the right to decline signing (checking) the ‘terms and condition electronic box’ and cancel your transaction before you submit it on our website. However, if you agree and check this box of our Terms and Conditions, you hereby have read, understand and accept all our terms and conditions. You may not dispute these charges under any circumstances after you submit your secure order. We assume no responsibilities for no-show, incorrect address or pick-up location provided by customers on our reservation form when booking any of our tours.
Our Merchant Receipt and Confirmation:
-Your debit or credit card is immediately charged when you confirm your purchase on our website. You will first get an automated email as a merchant receipt from our merchant bank confirming your purchase, if your transaction is accepted. However, you will not receive any email or notice from us or from our merchant bank if your transaction is declined. In other words, you will need to resubmit a new reservation with a different credit card, ensure that your billing address and zip code do match with your credit card and bank records.
-A second email will be sent to you from our office once your payment is processed and accepted with a tour voucher confirming your tour and pick-up time. Please print out this tour voucher, sign it and hand it over to your tour guide. Also, please kindly ensure you re-enter the date of the tour and pick-up location under section ‘Step 3-Submit Reservation’ located at the bottom of our reservation page. It's important that you provide a valid email address and a cell phone number so we contact you and send you the required tour voucher and confirmation.
-Please note that the ‘Thank You Page' that will be displayed after you submit your order is not a tour confirmation but simply a thank you note for submitting that order. If your transaction is approved you will receive the required email-receipt and tour voucher as described above, otherwise, you will not hear from us as we don't get any information with this regard when transactions are declined.
-All reservations that have not been completed or are have not been pre-authorized due to credit card issues are considered incomplete and therefore canceled. No changes to your reservation are allowed within 7 days prior to the one day tours and no changes at all are permitted on all tours that last more than one day. No refund will be issued for no-show or wrong pick-up location provided by customers on our website when booking our tours. If you are having difficulties booking our tours online and you have a question, please Contact us via email or call us at 1 8002103008. You may also fax your credit card information to 1 800 210 3009 so we help you and secure your reservation.
- All refunds or/and voided transactions paid on our website by credit or debit cards may take up to two weeks before you (clients) get these funds (or refund) back to your account. We have no control over these banking procedures as transactions transit between merchants, banks and customers for approval and verification.
Declined Credit Cards and Returned Transactions:
-Please note that when your transactions are declined, you will not receive any email or notice from us nor from our merchant bank. In other words, you will need to resubmit a new reservation with a different credit card, ensure that your billing address and zip code do match with your credit card and bank records.
-Please note that the "Thank You Page" that will be displayed after you submit your order on our website is not a tour confirmation but simply a thank you note for submitting that order even when transactions are declined. If your transaction is approved, you will receive the required email-receipt and a tour voucher as described above.
Tour Confirmation and Pick-up Time:
Customers are no longer required to reconfirm their trip(s) prior to the tour once it has been confirmed. Our tour voucher and/or our email constitute a solid confirmation of your tour. Please refer to the email or tour voucher you have received from us confirming your pickup time and the date of your tour. Our tour guide-driver will meet you in the lobby of your hotel or outside of your home or hotel holding a sign showing your name. Drivers will also display their business badge or name tags.
If you have received the above email confirmation, there will be no need to reconfirm your tour, you are all set to go and enjoy your tour. However, if you didn't get your tour confirmation or receipt, you may contact us via email at: info@muirwoodstoursf.com or call our office at 1800-210-3008
Why didn't I get this email confirmation?
Unfortunately, when transactions are declined, customers do not get a merchant receipt, nor a tour voucher, from our office because the reservation database system does not generate any email or any information in this regard when the transaction is not approved. In other words, you will need to resubmit a new reservation with a different credit card and please ensure this time that your billing address and zip code do match with your credit card and bank records.
Please note that the "Thank You Page' that will be displayed after you submit your order is not a tour confirmation but simply a thank you note for submitting that order even if the transaction is declined. However, if your transaction is approved, you will indeed receive the required email as an automated "merchant receipt" and then the required tour voucher as described above. However, no confirmation or information will be available when transactions are not approved.
Tour Vouchers: Our staff will send you via email either an email confirmation or a tour voucher prior to your trip, please print out this tour voucher, sign it and hand it over to your tour guide-driver. Our tour voucher is a solid confirmation of your tour and is valid only for the scheduled time and date of the required tour or service. Our tour vouchers may not be redeemed outside of those dates and or scheduled time of your tour(s). The voucher is not redeemable for cash, has no monetary value and is not transferable to other individuals whose names are not listed on the tour voucher. However, gift certificates are available and can be arranged and booked on our website or over the phone: 1800-210-3008. You may simply send your request via email and we will take care of the rest. If you don't have an email account, we can send you the required information by fax. Please note that our tour vouchers may not be required for some of our tours and that our email confirmation substitutes this tour voucher and constitute a solid confirmation of your tour. Also, our tour vouchers are often governed by particular terms and conditions related to that specific tour, service or particular adventure.
WAIVER AND RELEASE OF LIABILITY AND ASSUMPTION OF RISK
All Participants including legal Representatives of other(their) kids, spouses, relatives, Passengers and all occupants of a hot air balloon , a helicopter, a plane, horseback or rafting activities hereby and forever release, waive, and discharge our business and all our partners subcontractors, independent contractors, drivers and or pilots including their assistants or volunteers from all liability , responsibility, loss, and or any claims for damages or injury resulting in death, whether caused by the active or passive negligence of our staff, contractors hot air balloon pilot and or any other business partners including tours and services providers.
We are not responsible or liable for any injury or damage while participating in any of our horseback riding, whitewater rafting tours, hiking, walking, helicopter and or air tours including but not limited to hot air balloon flights, launching , landing, setup or takedown, and transportation to or from any said activity and or location.
All Participants including kids' legal representatives acknowledge and understand hereby that hot air ballooning, air tours or air transportation and river rafting are all hazardous activities involving risks including, but not limited to: the risk of injury or death, loss or damage to personal property and therefore you (they) or all participants undertake these tours or activities at their own risks. This written or electronic release extends to all claims of every and any nature and kind whatsoever, known and unknown arising out of our hot air balloon flights, air tours, horseback rides, hiking, or whitewater river rafting . All Participants agrees to indemnity, defend and hold harmless our business and our business partners or and contractors from any and all actions, causes of actions, claims, judgments, loss, liability, damage or cost (including attorney's fees) that may incur due to Participant's involvement in this activity (rafting, air tours, horseback tour and hot air balloon riding) This agreement shall be governed by the laws of the State of California.
All Participants including parents who represent their kids or relatives certifies that they have no medical or mental condition that prevents them from participating in any part of this activity (rafting, air tours, horseback tour and or hot air balloon riding). We have carefully read this Release of Liability and Assumption of Risk and this Indemnity Agreement and we fully understand all the above terms and conditions.
Warning: Air tours and Hot Air Ballooning can be hazardous for persons riding in the balloon and hard landings may result in injuries to occupants of the balloon. I (we), the undersigned (on a hard copy or electronically), have read all the above information and terms about the sport of river rafting, horseback riding, air tours, helicopter tours and above all the hot air ballooning rides and do Recognize there is a high risk of injury or even death in making and participating in these activities including a hot air balloon flight and or all other above activities. I (we) assume full responsibility for my (our) own safety and this of my (our) family, relatives, friends and all participants in my (our) party, and our team including tour guides and or subcontractors including the pilot / owner of the balloon, harmless in the event I am (we are) injured or any accident that may occur as a result of making a balloon flight and or landing or any other air tours or travel. I have fully read and understand this document and or web page. I acknowledge that I have been briefed by the pilot and or tour guides and by our staff. I also acknowledge and I have read and understand this document or web page of terms and conditions regarding the information contained herein and the safety concerns of this flight and or all above activates and the risk they may involve.
By checking the box "Terms and Conditions" on this our reservation page, I, we, hereby have read, understand, and accept all terms and conditions and therefore agree and sign this agreement representing all participants in my (our) party (relatives, kids, spouse, friends and or colleagues).
VIII. General Terms and Miscellaneous
Foreign Languages:
Tours are conducted in English unless otherwise indicated on your tour voucher .Some foreign languages are subject to additional fees.
Miscellaneous:
-Many tours including but not limited to Hot air balloon tour, Safari tour, Alcatraz tour, bay cruise trips are all semi-private tours shared with other customers.
-Meals and tour guide-drivers ' gratuities are not included in our prices unless otherwise indicated on your tour voucher.
-Tour prices do not include meals, wine tasting, accommodation, winery tours, park and monuments entrance fees unless otherwise indicated on your tour voucher and or email.
-All our vehicles and offices are non-smoking according to state and federal laws.
-We reserve the right to hire independent tour guide-drivers, subcontractor and or contractors to carry our tours, shuttle services or travel packages.
-In the event we are unable to carry out a tour due to weather and or road conditions and considerations, we will attempt to get to the required location or destination using alternative routes but we are neither liable nor responsible for these unforeseen conditions out of our control. No refund will be issued in this case.
-All photos or videos taken by our staff of customers or passengers in the course of any of our tours, trips or a transfer from point A to B maybe used on our website. Customers hereby agree with the use of these photos or and videos on our websites and that he or she will not dispute that under any circumstances.
-No refund for unused part of the tour(s) will be issued and no refund for no-show either
-All refunds or and voided transactions paid on our website by credit or debit cards may take up to two weeks before you get these funds (refund) back to your account. We have no control over these banking procedures as transactions transit between merchants, banks and customers' accounts for approval and verification.
-Our Hot Air Balloon rides are not and can't be guaranteed to depart and end in Napa Valley. We reserve the right to fly anywhere within 80 miles radius round Napa Valley to ensure your safety when weather conditions do not permit to fly from Napa or Sonoma.
- In order to ensure transparency before you even book your tour: please note there is ZERO guarantee that we will fly the balloon because weather is unpredictable and changes from minute to minute. We take safety seriously and leave no room for doubts and risk. The best advice we can give you is to book at least 2 tours with us so we can substitute one tour with another if it turns out that the day of the tour is not suitable or safe to take off. This will not cost extra, whereas if you book with other tour companies, you may ends up losing both!
-We reserve this particular tour, day, tour guide and vehicle especially for you, the balloon portion of the trip ($190) is refundable, however, the tour itself is not refundable and can’t be cancelled. In other words, if you wake up at 5am and the balloon is cancelled at 7am, we will refund you the balloon portion of the trip ($190) but the wine country and Muir Woods tour itself is not refundable and will be conducted as scheduled.
-Safari and Alcatraz tours and tickets are not refundable and all sales are final
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 becomes undesirable or may pose a threat to our customers and or to tour guide-drivers. Screaming or insulting tour guide drivers would not be 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 wouldn't be acceptable either.
Some tours may include walking, hiking, sailing, riding vehicles, horses or balloons like San Francisco tour, Sausalito, Monterey, Carmel, Muir woods, Napa Valley hot air balloons and or to any other site or park, we can't guarantee that our tour guide driver will escort you and hike with you as this will depend on parking availabilities and other factors.
We may share your contact information and or other credit card and billing information with a third party when helping you or booking for you other tours, services and or accommodation. Some of our tours including but not limited to helicopter, hot air balloons and horseback rides require from customers to provide their extract weight to ensure their own safety.
Some tours like state and national park such Muir Woods, Yosemite, Hearst Castle and Alcatraz Island includes walking and hiking. Customers hike and walk at their own risk.
Our business herein, as a tour operator, as subcontractor or represented by a contractor or subcontractor assumes any responsibility or liability for any accident or injury that may occur in the course of any of our trips, tours or rides conducted by us or by any of our affiliated partners, contractors, providers or subcontractors.
We assume no liability or responsibility for missing information or incomplete orders. Our products and services are very clear, and delivered as described on our website, and therefore we assume no responsibility for charge disputes, or any chargeback fees that may occur. No refund will be issued for any client mistakes or misunderstandings of our online tours and policies. We also reserve the right to change our refund policy without prior notice.
Our tours and products advertised on our website are very clear and sold as advertised. We are not responsible for any misunderstanding and do required a minimum number of participants for many of our tours to avoid cancellation. Cancellations and or any changes of your tour or travel services are subject to a 12% processing fees. Please refer to the above cancellation and refund policy for more information.
- Passengers with Disabilities: We make a reasonable effort to accommodate all passengers' needs. However, our vehicles are not equipped with disability access, wheelchairs and other disability aids. We assume no responsibility for injury or any inconvenience in this regard. We cannot guarantee hotel rooms for the handicapped either, however we will do our very best to try and provide the required room, if available. Passengers with disabilities, or and any other health issues, must advise and inform us by email or via fax with this regard when making their reservation. We reserve the right to decline a booking should it be determined that we are unable to properly accommodate or meet our obligations towards that passenger(s).
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© Since 2004 DBA Muir Woods Tours & Adventures, 101 California Street Suite 2710, San Francisco, CA 94111 © Copyright-All Rights Reserved
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