Refunds, Cancellations & Site Usage
Terms And Conditions For Use Of The Site Including Purchasing Tours & Activities
HawaiʻiTours.com is a professionally operated, locally based travel company with teams living and working across the Hawaiian Islands. While we are no longer a family-run business, we continue to operate with the values of ʻohana — treating guests, partners, and employees with fairness, respect, and care.
Our goal is always to deliver outstanding experiences and to welcome you back to Hawaiʻi again. When plans change, we aim to work with you within the framework of clear, consistent policies that protect both our guests and the many guides, drivers, operators, and partners involved in each experience.
In many cases, rebooking for a future visit may be a better option than canceling. Our guest services team is happy to discuss available alternatives whenever possible.
No stop is guaranteed to be operating on the day of your tour.
At Pearl Harbor, we have no control of Navy and Army operations, which may result in the closure of Ford Island or the boats going to the Arizona Memorial without notice. In the event of this occurring, our guides will make up for it in various ways, so your experience is always worthwhile.
Pearl Harbor Tours that include airline flights from Maui, Big Island of Hawaii, or Kauai can qualify for a full refund if guests add Trip Protection for 7% during checkout and cancel at least 48 hours prior to their flight.
If you do not purchase flight insurance at checkout, there are no refunds for cancellations or no-shows at any time after purchase. Rescheduling fees may be applied to change your tour dates. Tickets are non-transferable.
To be considered valid, all cancellation requests must be submitted by one of the following methods:
Email: [email protected]
Phone: 1-808-379-3701 (speak directly with a live agent)
Cancellation or refund requests submitted via voicemail, social media, text message, or any other email address will not be considered valid.
Any request for a refund 72 hours or more prior to the start of the tour or activity is honored with a full refund.
No refunds are issued for any cancellations inside the 72-hour period, prior to the start of your tour. There is no refund for no-shows. There is no charge for date change or tour change based on tour availability outside of the 72-hour cancellation period.
Add Worry-Free Trip Cancellation Protection for 7% – RECOMMENDED!
Purchasing Trip Protection allows you to cancel or reschedule your tour (per-person bookings) for any reason at least 24 hours before the tour departure. You will be reimbursed for the full amount of each ticket, less the cost of Trip Protection and processing fees. Trip Protection and processing fees are non-refundable.
Please cancel at least 7 days prior to your tour start day to ensure a full refund.
Parties of 6 people or more and those taking helicopter tours may be subject to additional cancellation fees or have cancellation time-frames that are longer than the 72-hours standard, especially luxury tours, and small group experiences. Those cancellation terms are subject to individual vendors, time of year, and may have special information listed on the individual tour page. Please ask us about your specific cancellation tour policy if you are purchasing multiple tours.
Refund & Cancellation Policy
Tours that include interisland airfare from Maui, Oʻahu, or Kauaʻi are refundable only if the optional Trip Protection for 7% is purchased at the time of booking. To qualify for a refund or approved date change, guests must notify us at least 48 hours prior to the scheduled tour date.
If Trip Protection is not purchased during checkout, all bookings are considered final sale. No refunds will be issued for cancellations, modifications, or no-shows after purchase. Any approved changes to tour dates or itineraries without Trip Protection may be subject to applicable rescheduling fees.
Flight Delay & Missed Tour Disclaimer
By booking a tour that includes airfare, guests acknowledge that all flight schedules are operated and controlled solely by the airline and may be subject to delays, cancellations, or schedule changes beyond our control. Hawaii Tours is not responsible for any airline-related disruptions.
If a flight delay, cancellation, or schedule change causes a guest to miss any portion of a tour or activity, no refunds, credits, rescheduling, or compensation will be provided for the missed services.
Flight schedules and tour itineraries are arranged based on availability at the time of booking. While we make every effort to allow reasonable connection times, airline operations remain outside of our control and may change without notice.
Outside of the 7-day cancellation period, date changes or tour changes may be accommodated at no additional charge, subject to tour availability.
All Inclusive Hawaii Vacation Packages (4 or more nights) now include cancellation insurance with every booking. Guests will receive a full credit refund. (A full cash refund is available for an extra fee per person.) Cancel anytime prior to 72 hours before your departure. Groups 6+ guests must cancel at least 7 days in advance.
This includes packages with flights and / or hotels.
Tours and packages that include travel insurance or have a travel insurance option may provide a full refund in the event of a medical or other emergency, and the tour is canceled outside of the applicable cancellation period (notified by email at [email protected] or the customer has spoken to one of our agents over the phone). Insurance purchased for activities provides a full refund up to 48 hours before the start time. The insurance company will provide the refund after providing the necessary claim documents to the adjuster. This service is available on hotels and flights purchased through services affiliated with the airlines and hotels we use.
All Pearl Harbor passport ticket sales are final. There are no changes to dates allowed after initial purchase. There are no refunds or credits for missed days.
If you would like more flexibility in your options, please choose the Complete Pearl Harbor Experience, which has a 72-hour cancellation policy.
Gift cards are non-refundable for cash. They can be used towards the balance of any tour or activity available on HawaiiTours.com. If a guest cancels a booked tour where they used a gift card, they are only eligible for a credit refund.
If you are looking to have your tickets sent to you. Please check our shipping policy.
We may send transactional SMS notifications regarding cancellations, refunds, and booking modifications. These messages are sent to keep you informed about the status of your booking. Message and data rates may apply. Receiving these messages does not subscribe you to promotional SMS communications. You may opt out of receiving these communications at any time by replying STOP.
If you have questions about a refund or cancellation, please contact our customer support team at [email protected] or reply HELP for assistance.
Data Sharing and Protection
All participants in the packages, transportation, tours and activities (”Experiences”) offered by HawaiiTours.com (the “HT”) or itʻs contracted vendors must understand and acknowledge that the activities that take place on these experiences, and by the act of travel itself, are not without risk. By purchasing this tour, you will be bound to the acknowledgement stated below. As a participant in many of our experiences provided by a contracted vendor, you will be presented with an assumption of risk document, which you will need to acknowledge receipt of before beginning the experience. That is a separate agreement to further protect the vendor providing the experience. It is important for each guest to be made aware in advance what to expect and to be informed of the inherent risks. The following describes many, but not all, of those risks:
Voluntary Participation
I understand and confirm that my participation in the Experiences are voluntary. I am in good health and suer from no physical or mental condition that would make me especially susceptible to injury or disability while participating in the Experiences.
Understanding The Risk
I fully comprehend and accept all of the risks associated with my participation in the Experiences including, without limitation, injury or death
resulting from:
Risk Assumption
I assume all risks, known and unknown, foreseeable and unforeseeable, in any way connected with my participation in the Experiences. I accept personal responsibility for any liability, injury, loss, or damage in any way connected with my participation in the Experiences for everyone that I am purchasing on behalf of.
Release of Liability & Limitation of Damages
I hereby forever and unconditionally release HT and its affiliated entities, vendors, parent companies, subsidiaries, present and former employees, owners, officers, members, managers, partners, contractors, insurers, shareholders, and directors (collectively Released Entities”), from any and all claims, actions, damages, liabilities, losses, costs, and expenses (including, without limitation, attorney’s fees) for death, injury, loss or damage of property, (collectively “Claims”) in any way arising out of my participation in the Experiences, including, without limitation, any and all Claims resulting from the negligence of the Released Entities. Company’s liability to me will be limited to actual damages arising from Released Entities’ gross negligence or willful misconduct in the performance of their duties and responsibilities hereunder; provided, however, under no circumstance shall my damages in connection with my participation in the Experiences be greater than the amount of money paid to the HT in exchange for my participation in the Experience. Recovery of such amount shall be my sole and exclusive remedy. All liability arising out of my participation in the Experiences is cumulative and not per incident. In no event shall Company be liable for any special, incidental, punitive, or consequential damages or other indirect damages, even if Company has been informed of the possibility thereof.
Indemnification
I agree to defend and indemnify the Released Entities from any and all Claims as incurred of any kind whatsoever in any way arising out of my participation in the Experiences.
Binding Effect
This Waiver shall be binding upon my next of kin, personal representatives, heirs, beneficiaries, and assigns and shall inure to the benefit of HT, its successors and assigns.
Consent to Medical Treatment Including First Aid or CPR
I authorize HT (or itʻs contracted vendors) to provide to me and my group, through medical personnel of its choice, customary medical assistance, transportation, and emergency medical services. This consent does not impose a duty upon HT to provide such assistance, transportation, or services.
Severability
If any provision of this Waiver is for any reason declared to be invalid or unenforceable, the validity and enforceability of the remaining provisions will not be affected. The invalid or unenforceable provision will be deemed modified to the extent necessary to render it valid and enforceable, and if no modification may render it valid and enforceable, this Waiver will be construed as if not containing such provision and the rights and obligations of the parties will be construed and enforced accordingly.
Promotional Release
I hereby grant to HT (& itʻs contracted vendors) the unrestricted right and permission to copyright and use photographic portraits, pictures, video footage and/or audio recordings of my participation in the Experiences, in which I may be included intact or in part, including the negatives, prints, transparencies or digital information relevant to such portraits (the “Material”). HT has the right to reproduce, exhibit, distribute, broadcast, digitize, edit, or otherwise use the Material, by any method and in any media, whether now existing or later created, without restriction throughout the world, by incorporating the Material into its website, publications, catalogs, brochures, books, magazines, or commercial, informational, educational, advertising, or promotional materials relating thereto (collectively, the “Works’). I agree that HT is and shall be the exclusive owner of all right, title, and interest, including copyright, in the Material and the Works. I further grant to HT an irrevocable, royalty-free, worldwide license to use my name, and hometown in connection with the Material and the Works.
THIS IS A WAIVER AND RELEASE OF LIABILITY. BY AGREEING TO THE TERMS AND CONDITIONS ON THE CHECKOUT PAGE I AM ACKNOWLEDGING THAT I HAVE READ THIS ENTIRE DOCUMENT. I UNDERSTAND THAT I HAVE GIVEN UP SUBSTANTIAL RIGHTS BY AGREEING TO ITS PROVISIONS. BY CONTINUING TO PARTICIPATE IN THE EXPERIENCES, I AM INDICATING MY VOLUNTARY AGREEMENT TO THE PROVISIONS OF THIS WAIVER AND RELEASE OF LIABILITY AS WELL AS ALL PARTICIPANTS WHO I AM PURCHASING THIS EXPERIENCE(S) FOR. PARTICIPATION IN THE EXPERIENCES BY A PERSON WHO IS NOT YET 18 YEARS OLD INDICATES THAT A PARENT OR LEGAL GUARDIAN HAS CONSENTED TO THIS WAIVER ON THEIR BEHALF.