Cancellation and Late Policy

Volcano Lava HikesOur Cancellation Policy:

If for any reason we have to cancel your tour, we will refund 100% of your fee. Our tours run rain or shine. We only cancel due to weather, if conditions are unsafe.

We will also issue a full refund if you have to cancel and let us know at least 1 week ahead of your scheduled tour.

For cancellations after that time we will refund a portion of the total charge as follows:

Up to 72 hours before scheduled tour: 80% refund

Up to 48 hours before scheduled tour: 50% refund

We are unable to issue refunds for cancellations within 48 hours of scheduled tours.

We make every effort to be flexible, and are happy to try and reschedule for you, if possible.

For our guests arriving on cruise ships:  If your ship’s itinerary changes, we will do our best to reschedule your tour for the date you will be in Hilo. If this is not possible, we will refund you 100%.

If for any reason your ship does not arrive in our port, we will refund you 100%.

Our Late Policy:

In consideration for our other guests, we will not be able to wait past the appointed pick up time for guests on our regular tours. We will not be able to refund guests who miss their departures. For this reason, please be sure to arrive a few minutes early for your tour.

If you see that you will be late, or need directions, please call the office and we will direct you so that you may join the tour in progress, if possible.

We ask you to provide us with a mobile phone number, in case of emergency, or if your guide is unable to locate you at pick up. We realize you might incur roaming charges and we will not call unless absolutely necessary. We generally try to reach you via text message first.

You can reach us at the office at 808-430-0646.

For private tours, your guide will wait for you if you are late, however, the tour will begin and end at the times you specified in your reservation.

We’re always happy to answer your questions and give driving directions.

Lost Item Policy:

If you leave an item behind on one of our tours we are happy to mail it back to you. For US addresses the fee is $25.00 for items under 12 pounds. For international addresses the fee will be assessed according to postage.