Refund Policy

Effective Date: June 1, 2025
Last Updated: June 1, 2025

Overview

Alcatraz Island Guide is an independent ticket reseller. We want to ensure you have a transparent and fair experience when booking with us. Please read this Refund Policy carefully before completing your purchase.

1. Standard Cancellation Policy

Cancellation requests must be submitted more than 72 hours before the scheduled tour departure time to be eligible for a refund.

• Cancellation requests received more than 72 hours before the tour time: Eligible for a refund
• Cancellation requests received within 72 hours of the tour time: Not eligible for a refund

The 72-hour window is calculated from the exact scheduled departure time of your booked tour, not from the calendar date.

2. Ticket Assurance Add-On

If you purchased the optional Ticket Assurance add-on at checkout, your cancellation window is extended:

• Cancellation requests received more than 24 hours before the tour departure time: Eligible for a refund
• Cancellation requests received within 24 hours of the tour time: Not eligible for a refund

Ticket Assurance provides flexibility for travelers whose plans may change closer to the tour date. This add-on must be selected and paid for at the time of original booking. It cannot be added retroactively after a booking is confirmed.

The Ticket Assurance fee itself is non-refundable as a standalone charge once the purchase is completed.

3. How to Request a Cancellation or Refund

To initiate a cancellation, please email us at:

Email: support@alcatrazislandguide.com

Your cancellation request must include:

• Full name used at the time of booking
• Booking confirmation number
• Email address associated with the booking
• Date and time of the scheduled tour
• Reason for cancellation (optional but helpful)

Refund requests are processed in the order they are received. Please allow up to 7–10 business days for your refund to appear on your original payment method, depending on your bank or card issuer.

4. Non-Refundable Situations

The following situations are not eligible for a refund:

• Cancellation requests submitted within 72 hours of the tour time (or within 24 hours if Ticket Assurance was purchased)
• No-shows — failure to appear for your scheduled tour
• Partial use of a ticket
• Failure to bring required identification or documentation to the tour
• Cancellations due to voluntary changes in personal plans submitted outside the eligible window

5. Tour Operator Cancellations

In the rare event that a tour is canceled by the operator due to circumstances beyond our control (including but not limited to weather, ferry issues, or government closures), we will make every reasonable effort to:

• Rebook you on an alternate available date, or
• Issue a refund for the ticket value

In such cases, our standard cancellation windows do not apply. Please contact us immediately at support@alcatrazislandguide.com if you are notified of an operator-side cancellation.

6. Service Fees

Our independent reseller service fee is included in the ticket price displayed at checkout. In the event of an eligible refund, the service fee may be non-refundable depending on the circumstances. This will be communicated clearly at the time of your refund request.

7. Chargebacks

We encourage customers to contact us directly at support@alcatrazislandguide.com before initiating a chargeback with their bank or credit card provider. We are committed to resolving issues fairly and promptly. Initiating a chargeback without first contacting us may result in a delay in resolution and could affect your ability to make future bookings through our platform.

8. Contact Us

For all refund and cancellation inquiries:

Tours Guide LLC
418 Broadway Ste N, Albany, NY 12207
Email: support@alcatrazislandguide.com
Website: www.alcatrazislandguide.com

We respond to all emails within 24 hours.