Aina Holo Tours Policies

1. We understand plans can change. The following policy ensures clarity and fairness for both our guests and our company. 

A. Customer-Initiated Cancellations 

a.1. Private Tour / Charter Cancellations (Non-Transfer) 

• 48 or more hours before tour start time: Full refund of amounts paid (minus any non-refundable third-party fees).
• Less than 48 hours before tour start time: 50% refund.
• No-shows: 0% (Non-refundable)

a.2. Private Island Transfer Cancellations (Airport/Hotel Pickup)

• 24 or more hours before scheduled pick-up: Full refund of amounts paid (minus non-recoverable fees).
• Less than 24 hours before scheduled pick-up: 50% refund.
• No-shows: 0% (Non-refundable).

Note on Processing:

• Refund requests must be made in writing via email.
• Approved refunds are processed back to the original payment method within 14 calendar days, in full compliance with Hawaiʻi State Law.

B. Financial Policy & Non-Recoverable Costs

1. Non-Refundable Costs: Any pre-paid third-party costs (e.g., luau tickets, attraction fees, activity reservations) are non-refundable regardless of cancellation timing and will be deducted from any refund owed. Each vendor has its own terms, which will apply.
2. Processing Fees: All refunds are subject to a deduction of 3% to 5% of the total transaction amount to cover non-recoverable credit card processing fees.

C. Company-Initiated Cancellations & Force Majeure

In the rare event we must cancel due to vehicle issues, driver illness, or Force Majeure (e.g., severe weather, natural events, government closures), the client will be offered the choice of:

1. A 100% full refund of your tour price, OR
2. A credit to rebook on another date (subject to availability).

We are not responsible for any incidental costs incurred by the client (e.g., flights, hotels, or lost wages).

D. Late Arrivals & Extra Time

d.1. Tours & Hotel Pickups (Non-Airport): 

1. Late Arrivals: Please be ready at the confirmed pick-up time. If your group begins late, the tour will still conclude at the originally scheduled end time, and lost time cannot be added back. No-shows are considered cancellations and are non-refundable. 
2. Extra Time: If your group requests additional hours beyond your booking and we can accommodate it, overtime is billed at $200 per hour, payable same day.

d.2. Airport Pick-up (Arrivals): 

1.  We monitor all flights. The waiting period begins after the flight officially lands. Guests are provided a standard 1-hour grace period from the flight arrival time for customs/baggage claim. After the grace period, if contact has not been made, a fee of $20 per 15 minutes will be billed to the card on file, or the transfer will be deemed a No-Show after 90 minutes. 

 1. Booking & Payment

• Full Payment Required: All services must be paid in full at the time of booking.
• Payment Methods: We accept major credit cards, secure online payments, and Venmo (@AinaHoloTours).
• Refund Method: All refunds are issued to the original form of payment.

2. Group Size & Itineraries

• Group Size: Tours are private for a maximum of 10 guests (plus the guide/driver). This is the vehicle's legal capacity and will not be exceeded.
• Itinerary Flexibility: Itineraries are customized based on your group’s preferences. Final routes may change due to traffic, weather, closures, or operational needs.
• Ultimate Chauffeur Experience: This package includes an on-call chauffeur service for a 24-hour period, subject to legal driving and rest requirements.
•  Service Type Clarification: The Private Island Transfer is a direct, point-to-point service. The Ultimate Chauffeur Experience and its 24-hour on-call nature does not apply to one-way or round-trip transfers unless explicitly booked as a custom, hourly charter. 

3. Safety & Conduct

• Seatbelts: Seatbelts are required for all passengers.
• Child Seats: Per Hawaiʻi law, car seats or boosters are required for keiki under 8 (unless 4’9”+). Guests may bring their own, or we can provide a booster for a small rental fee (advance request required).
• No Open Alcohol: Open alcoholic beverages are not permitted in the vehicle by law.
• Conduct: We reserve the right to refuse or end service without refund if a guest is intoxicated, abusive, or endangers safety.
• Damage & Cleaning Fees: Guests are liable for damage or excessive mess. A cleaning fee (minimum $250) may apply for spills, sickness, or sand contamination.
• Lost & Found: We are not responsible for lost or stolen items, but will assist with coordination if found (shipping at guest expense).

4.  Luggage Policy (Transfers)

• Included Luggage: The flat rate includes a maximum of two standard-size checked bags and one carry-on per person.
• Oversized Items: Oversized items (e.g., surfboards over 6ft, large instrument cases, etc.) must be declared at the time of booking and may incur a surcharge.
• Capacity Limit: We reserve the right to refuse service without refund if the group's luggage exceeds the vehicle’s safe and legal capacity, as the safety of the vehicle and its occupants is paramount.

5. Accessibility & Health

• Mobility: Our Sprinter has steps for entry and does not have a ramp or lift. Guests must be physically able to enter/exit the vehicle without assistance. Some stops involve uneven terrain. Please disclose mobility needs in advance so we can adjust stops accordingly.
•  Medical Preparedness: Guests are solely responsible for assessing their own fitness for the selected tour activities. Guests must bring all necessary prescription or over-the-counter medications required for their day, including but not limited to inhalers, EpiPens, and diabetes supplies. 
• Medical Emergency & Cost Responsibility: Guests assume full and sole responsibility for their own medical and physical well-being. In the event of a medical emergency, guests are responsible for all costs associated with emergency services, including ambulance fees and medical treatment. 
• Risk: Participation in hikes, swimming, or optional activities is strictly at your own risk.
• Travel Insurance: We strongly recommend travel insurance to cover personal emergencies, illness, or unexpected events.

6. Liability & Indemnity

• Limitation of Liability: Aina Holo Tours is a transportation provider and itinerary planner. We are not liable for acts of God, traffic delays, third-party vendor failures, or lost/stolen property.
•  Flight Delay & Cancellation Disclaimer (Transfers): Aina Holo Tours is not liable for flight delays, cancellations, or missed connections, regardless of the cause. We will attempt to adjust your pick-up time to accommodate a delay without penalty if contacted more than 2 hours prior to the original time, but we are not responsible for any incidental costs, including the cost of re-booking the transfer or any missed activities due to airline issues. 
• Assumption of Risk: Guests assume all risks related to optional activities (e.g., hiking, snorkeling, cultural sites).
• Third-Party Site Compliance: Guests acknowledge that sites like Pearl Harbor have strict, non-negotiable rules (e.g., the No Bag Policy, ID requirements). Failure to comply with any third-party vendor or government site rule resulting in denied entry is a non-refundable no-show.
• Indemnification: Guests agree to indemnify and hold Aina Holo Tours harmless from claims arising from their own actions, negligence, or non-compliance with safety instructions.

7.  Transfer Booking Requirements 

• For all airport transfers, the client must provide the correct Airline, Flight Number, and Scheduled Arrival/Departure Time. Failure to provide accurate flight details may result in a non-refundable No-Show if the driver is dispatched to the wrong time or location.

 Aina Holo Tours respects your privacy.

• Data Collected: Name, email, phone, payment info (via secure third-party processors), itinerary requests, and pick-up details.
• How It’s Used: To process bookings, communicate tour details, and provide your experience.
• Sharing: Only with necessary third parties (e.g., payment processors, reservations you request, or when required by law). We do not sell your personal information.
• Children’s Privacy (COPPA): We do not knowingly collect personal data from children under 13.
• Your Rights (Data Privacy): You may request access, correction, or deletion of your data, subject to our legal obligations. For residents of California, the EU, or other jurisdictions with specific data privacy rights, we will facilitate your request in accordance with applicable law (e.g., CCPA/GDPR).