Booking & Cancellation Policy

Effective date: September 6, 2026
Last updated: September 6, 2026
 

This policy explains the booking, cancellation, rescheduling, late-arrival, refund and tour-change terms for reservations made directly with Volcanoes Hiking Guides.
 

Please review it before completing your reservation.

This policy should be read together with our Terms and Conditions and the information provided for your selected experience.

1. Which Bookings This Policy Covers

A direct booking is a reservation made:
 

• Through the Volcanoes Hiking Guides website

• By calling Volcanoes Hiking Guides

Direct reservations and payments are processed through FareHarbor.
 

If you book through GetYourGuide, Civitatis, Viator or another authorized marketplace, the policy attached to that marketplace reservation applies instead. Third-party cancellation, rescheduling and refund requests must be handled through the platform where the booking was made.
 

All deadlines in this policy are calculated using Hawaiʻi Standard Time and the scheduled start time of the experience.

The person making the reservation must be at least 18 years old and is responsible for sharing the relevant tour requirements and booking terms with everyone included in the reservation.
 

2. Before You Book

Before completing your reservation, review:
 

• The selected experience

• Whether it is a public group or private hike

• The date and scheduled start time

• The number of participants

• The expected distance and terrain

• Age and participation requirements

• What is included

• What each guest must bring

• The meeting and transportation process

• Park-entry requirements

• The cancellation deadline
   

Contact Volcanoes Hiking Guides before booking if you are unsure whether an experience is appropriate for anyone in your party.

Sending a question or requesting availability does not reserve a date.

Guests with accessibility, mobility, communication or sensory needs can review our Accessibility Statement before contacting us.

3. When a Booking Is Confirmed

Full payment is required when booking standard public group, private and custom experiences.
 

Volcanoes Hiking Guides does not use:
 

• Deposits

• Remaining balances

• Unpaid reservation holds
   

A reservation is confirmed only after:
 

1. Full payment has been completed successfully; and

2. FareHarbor or Volcanoes Hiking Guides has issued a booking confirmation.
    

A declined, incomplete or abandoned payment does not create a confirmed reservation.
 

Review your confirmation promptly. Contact Volcanoes Hiking Guides if the experience, date, start time, number of participants or contact details are incorrect.
 

4. Prices and Additional Charges

The checkout page displays the tour price and any applicable taxes or charges before payment is completed.

Unless the specific booking states otherwise:
 

• Hawaiʻi Volcanoes National Park entrance fees are separate from the tour price.

• Optional gratuities are not included.

• Costs such as transportation, accommodation and personal travel expenses are not included.
   

Any processing fee described as nonrefundable must be disclosed before payment. Where this policy provides a full refund, Volcanoes Hiking Guides refunds the tour price paid. A separately disclosed processing fee may be excluded only if it was identified as nonrefundable before purchase.
 

5. Direct-Booking Cancellation Deadlines

Public group hike
 

• Full tour-price refund: Cancel at least 24 hours before the scheduled start

• Cancellation after the deadline: No refund. Moving the booking to another scheduled hike may be offered when space and scheduling permit, but it is not guaranteed.
   

Private hike
 

• Full tour-price refund: Cancel at least 72 hours before the scheduled start

• Cancellation after the deadline: No cash refund. The booking value may be applied to one rescheduled date when scheduling permits, but rescheduling is not guaranteed.
   

Custom or special-group booking
 

• Full tour-price refund: Cancel at least 72 hours before the scheduled start

• Cancellation after the deadline: No guaranteed refund or alternative date. Volcanoes Hiking Guides may move the guests to another suitable scheduled hike when possible.

​

The matching policy applies as follows:
 

• A public Keiki to Kūpuna booking follows the public-group policy.

• A private Keiki to Kūpuna booking follows the private-hike policy.

• The Private Mauna Loa Ancient Forest & Bird Hike follows the private-hike policy.

• Other custom or special arrangements follow the 72-hour custom-booking policy unless different written terms were provided before payment.
   

No portion of the tour price is retained as a deposit when a guest cancels before the correct deadline.
 

6. How to Cancel a Direct Booking

To cancel a reservation made directly with Volcanoes Hiking Guides:
 

1. Call or leave a voicemail at (808) 491-9022.

2. Provide the booking name, experience and scheduled date.

3. Wait for Volcanoes Hiking Guides to confirm the cancellation.
    

An email or text message does not count as an official cancellation request.
 

A direct cancellation becomes official only after Volcanoes Hiking Guides confirms it.
 

If you booked through a third-party marketplace, use that platform’s cancellation process instead.
 

7. Rescheduling or Changing a Direct Booking

Requests to change the date, experience, start time or number of participants are subject to availability and must be confirmed by Volcanoes Hiking Guides.
 

For an eligible change requested before the applicable cancellation deadline:
 

• No separate rescheduling fee is charged.

• If the replacement experience costs more, the difference must be paid before the change is confirmed.

• If the replacement experience costs less, the difference remains as booking credit.

• The applicable cancellation deadline is recalculated using the newly confirmed start date and time.

After the cancellation deadline, rescheduling is available only when specifically offered under the late-cancellation terms in this policy. It is never guaranteed.
 

Third-party reservations must follow the change and rescheduling rules of the platform where they were booked.
 

8. Adding or Removing Participants

Participants may be added only when:
 

• Space remains available

• The maximum group size will not be exceeded

• Guide-staffing requirements can still be met

• The added participant meets the experience requirements

• Any additional amount has been paid
   

For a direct public-group booking:
 

• If a participant is removed before the applicable cancellation deadline, that participant’s portion is refundable.

• If a participant is removed after the deadline, their portion remains fully charged.
   

Private experiences are sold at a private-tour price. Removing participants from a private booking does not reduce that price.
 

9. Transferring a Booking

A booking or individual participant’s place may be transferred to another person with advance approval from Volcanoes Hiking Guides.

Before the hike:
 

• The replacement participant’s name must be added.

• The participant information must be updated.

• Any required forms must be completed for the replacement participant.

• Volcanoes Hiking Guides must approve the transfer.
   

A replacement participant should not arrive without first updating the booking.
 

10. Minimum Participation for Public Group Hikes

Every public group hike requires at least two total booked guests to operate.

If the minimum has not been reached, Volcanoes Hiking Guides will normally contact the affected guest the day before the hike.
 

Available options may include:
 

• Moving the guest to another scheduled hike

• Choosing another available day or time

• Cancelling the booking and receiving a full refund of the tour price
   

Private hikes do not depend on other guests booking.
 

11. Arrival Times and Late Guests

Arrive 15 minutes before the scheduled start so you have time to park, locate the guide and prepare for the hike.

If you are delayed, use the assigned guide’s contact information included in your pre-hike instructions.
 

Public Group Hikes

The guide may wait for a late guest for up to 15 minutes after the scheduled start.
 

Private Hikes

 

• The guide may wait for the private party for up to 45 minutes after the scheduled start.

• A late start does not extend the scheduled ending time.

• Once the guide and group have left the meeting point, a late participant cannot join the hike.
   

12. Missed Hikes and No-Shows

A guest is treated as a no-show when they fail to arrive within the applicable waiting period and cannot join the experience after it has departed.
 

A missed hike or no-show is not eligible for a refund.
 

If another suitable scheduled hike already has space, Volcanoes Hiking Guides may offer one opportunity to move the guest to that hike. This is not guaranteed.
 

Traffic, parking problems, transportation delays or going to the wrong location do not automatically qualify a guest for a refund.

Always follow the latest meeting location, written directions and map pin sent for your reservation.
 

13. Incorrect Instructions From Volcanoes Hiking Guides

If Volcanoes Hiking Guides sends an incorrect or conflicting meeting location and that error causes a guest to miss or materially shorten the experience, the situation will be reviewed individually.
 

Depending on what happened, an appropriate remedy may include:
 

• Rescheduling

• A partial refund

• A full refund

• Another case-specific resolution
   

This is separate from a guest using an outdated address, an old map pin or instructions that were replaced by a newer message.
 

14. Rain, Weather and Guest Decisions

Rain by itself does not automatically cancel a hike.
 

Depending on the conditions, Volcanoes Hiking Guides may:
 

• Continue the planned experience

• Adjust the pace

• Use another appropriate route

• Change the meeting location

• Delay the start

• Shorten the planned route

• End the hike early

• Cancel the experience
   

If Volcanoes Hiking Guides determines that the hike can operate safely but a guest chooses not to attend because of rain or the forecast, the normal guest-cancellation or no-show policy applies.
 

15. Volcanic Activity and Changing Conditions

Weather, volcanic activity, air quality and park access can change before or during a hike.
 

A route or meeting location may be affected by:
 

• Volcanic activity

• Volcanic gases

• Air quality

• Ash or tephra

• Trail or road closures

• Construction

• Parking restrictions

• Trail conditions

• National Park Service instructions

• Group ability or safety needs
   

Volcanoes Hiking Guides does not guarantee:
 

• Active lava

• Visible glow

• A particular eruption

• One specific trail or route

• A particular viewpoint

• Lava-tube access

• Wildlife sightings

• Access to every place shown on the website
   

Guests must follow the latest instructions supplied for their reservation.
 

16. Route Changes, Shortened Experiences and Cancellations

The following terms apply when conditions require Volcanoes Hiking Guides to change the planned experience:
 

Comparable Alternative

If a safe alternative route provides a similar duration and overall experience, the hike will continue. No refund is provided solely because the route changed.
 

Shorter Alternative Before the Hike

If Volcanoes Hiking Guides can provide only a materially shorter experience before the hike begins, the difference between the booked experience and the shorter replacement experience will be refunded.
 

Experience Ends Early

If a hike begins but must end early because of weather, volcanic activity, air quality, a closure, unsafe trail conditions or another safety concern, no refund is provided.
 

Complete Cancellation

If Volcanoes Hiking Guides cancels the entire hike and cannot provide a suitable alternative, the tour price will be refunded in full.
 

Guest Declines a Safe Alternative

If an appropriate and safe alternative is available but the guest chooses not to participate, no refund is provided.
 

17. Guide Changes

A particular guide is not guaranteed unless Volcanoes Hiking Guides has confirmed that arrangement in writing.

If the scheduled guide becomes unavailable, Volcanoes Hiking Guides may provide another qualified guide. A change of guide by itself does not create a right to cancel or receive a refund.
 

If no qualified replacement guide is available, guests may choose to:
 

• Reschedule the experience; or

• Receive a refund of the tour price.
   

18. Guest Readiness and Conduct

Every guest must meet the disclosed participation and preparation requirements for the experience they booked.

Volcanoes Hiking Guides may refuse or end a guest’s participation when the guest:
 

• Arrives without suitable closed-toe footwear

• Does not bring the required water

• Cannot safely manage the selected terrain

• Is materially unprepared

• Appears impaired by alcohol or drugs

• Refuses reasonable safety instructions

• Leaves the approved route

• Threatens or harasses another person

• Disturbs protected wildlife or cultural resources

• Provides inaccurate information that affects safe participation
   

A guest whose participation is refused or ended for one of these reasons does not receive a refund, credit or opportunity to reschedule.
 

19. Illness, Emergencies and Travel Disruptions

Guest illness, injury, family emergencies, flight cancellations, cruise delays, rental-car problems, traffic, accommodation changes and other personal travel disruptions remain subject to the standard cancellation deadlines.
 

Volcanoes Hiking Guides may consider an exception individually and may request supporting documentation, such as medical or airline cancellation evidence. An exception is discretionary and is not guaranteed.
 

Travel insurance is recommended for costs and disruptions outside the control of Volcanoes Hiking Guides. Volcanoes Hiking Guides cannot guarantee that an insurer will approve a claim.
 

A tour refund does not reimburse:
 

• Airfare

• Accommodation

• Transportation

• Rental-car expenses

• Park passes

• Insurance costs

• Other personal travel expenses
   

20. Third-Party Marketplace Bookings

Reservations made through GetYourGuide, Civitatis, Viator or another authorized marketplace are subject to the terms displayed on that reservation.
 

Volcanoes Hiking Guides cannot change or override a marketplace’s financial or cancellation policy. Cancellation, rescheduling, credit and refund requests must be submitted through the platform where the reservation was made.
 

For an urgent day-of operational issue, use the guide contact information included in the pre-hike instructions.
 

21. Gift Cards, Booking Credits and Promotions

Gift cards are valid through the expiration date displayed on the card, subject to applicable law.

Booking credits are valid for two years unless the written terms issued with the credit provide a longer period.
 

Gift cards and credits:
 

• May be transferred to another person after the booking information is updated

• Retain their remaining value if the related experience is discontinued

• May be applied to another eligible booking

• Are not redeemable for cash except where required by law
   

Promotional vouchers and discount offers are subject to the expiration and redemption terms provided with the specific promotion.

Hawaiʻi law regulates paid gift certificates, including expiration periods, permitted fees and certain small-balance cash redemptions. The final gift-card setup should therefore match Hawaiʻi Revised Statutes §481B-13.

22. Approved Refunds

Approved direct-booking refunds are returned to the original payment method.
 

Volcanoes Hiking Guides normally initiates an approved refund within 24 business hours. The guest’s bank or card provider controls how long it takes for the refunded amount to appear in the account.
 

A separately disclosed nonrefundable processing fee may be excluded from the refund only when that condition was shown before payment.
 

Third-party marketplace refunds are processed according to the platform’s rules and timeframe.
 

23. Payment or Refund Questions

If you believe a payment, cancellation, credit or refund was processed incorrectly, contact Volcanoes Hiking Guides and provide:
 

• Booking name

• Reservation number

• Experience and scheduled date

• Amount in question

• Relevant receipts or messages

• A short explanation of the issue
   

Volcanoes Hiking Guides will review the booking and payment records.
 

Nothing in this policy limits consumer rights that cannot legally be waived.
 

24. Changes to This Policy

Volcanoes Hiking Guides may update this policy for future reservations.
 

The policy that generally applies to a booking is the version presented when the reservation was confirmed, unless:
 

• The guest agrees to revised terms; or

• Applicable law requires a change.
   

Material cancellation or refund terms will not be changed after payment without notice.
 

25. Contact Volcanoes Hiking Guides
 

Legal business name: Volcanoes Hiking Guides LLC
Phone: (808) 491-9022
Email: volcanoeshikingguides@gmail.com
Website: www.volcanoeshikingguides.com
 

26. Acceptance of This Policy

By completing a direct reservation, the booking contact confirms that they:
 

• Are at least 18 years old

• Have reviewed the applicable tour information

• Have reviewed this Booking & Cancellation Policy

• Will share the relevant requirements and terms with the other participants included in the reservation

This policy acknowledgment is separate from any participant information, acknowledgment-of-risk or other form that may be lawfully required for the experience.
 

Questions Before Booking?

Contact Volcanoes Hiking Guides before completing your reservation if you have questions about the experience, participation requirements or cancellation terms.