To us, a reservation is a promise; we promise that your reservation will be honored. We do not overbook. We guarantee that the space you reserve will be available to you on your tour. We will not sell your reserved space to anyone else, under any circumstances, as long as you hold your reservation. For this reason, we may have to turn away guests and potential revenue if there is no more space on the particular tour you have reserved.
New York State continues to be setting the standard for science-based health and safety policies to protect New York residents and people visiting from approved states. We are confident New York will not go into another shutdown situation if all visitors and residents continue to adhere and enforce the health and safety policies and procedures set forth by our Governor. Therefore, as long as our business is open, once we accept a reservation, we will be following policies:
FOR SHARED TOURS:
For parties of three (3) or fewer guests:
– If you choose to cancel your reservation up to and including eight (8) days prior to the tour date, you can do so for a full refund with no penalty.
– If you, or anyone in your party, cancels between seven (7) and two (2) days, inclusive, prior to the tour date, full charges (100%) are incurred, and we will issue you credit for half (50%) of the total value paid toward the tour. You will receive this credit via a gift card voucher that can be applied to any of our experiences in the future for up to 5 years. Note, that if we can fill your seat, we will credit you the full 100% amount of your purchase.
– If you or anyone in your party cancels within one (1) day of the tour date, full charges are incurred. No refund or credit will be issued.
– Please note, that in the case of New York State declares that the wineries must close for in-person tastings within the week of your tour, you will receive a gift card for 100% credit towards the purchase of another tour once restrictions are once again lifted. No penalties will be applied.
For parties of four (4) or more guests:
– If you choose to cancel your reservation up to and including fifteen (15) days prior to the tour date, you can do so and receive a full refund with no penalty.
– If you, or anyone in your party, cancels between fourteen (14) and two (2) days, inclusive, prior to the tour date, full charges (100%) are incurred, and we will issue you credit for half (50%) of the total value paid toward the tour. You will receive this credit via a gift card voucher that can be applied to any of our experiences in the future for up to 5 years. Note, that if we can fill your seat, we will credit you the full (100%) amount of your purchase.
– If you or anyone in your party cancels within one (1) day of the tour date, full charges are incurred. No refund or credit will be issued.
When booking with us, think of your reservation as an investment in one of the top wine touring companies in the nation. If, for some reason, we were to go into another shutdown situation, your investment is secure. If we need to cancel your reservation due to issues related to COVID-19, we will issue you a gift card and promise to honor the 2021 price paid for a similarly priced experience up to one (1) year after the original tour date. If you choose to reschedule your tour anytime after the one (1) year later date, current prices will apply. You will be able to redeem your gift card for its full value, but you will be responsible for any balance due.
FOR PRIVATE TOURS:
Regarding Payment Structure:
Our standard payment schedule will apply to all private tour reservations as long as there are no COVID-19 restrictions limiting our ability to tour:
– Deposit of one (1) guest’s total to be paid at the time of private tour confirmation
– The total balance minus the deposit already paid will be due in full thirty (30) days prior to the tour .
Regarding Cancellations:
We have a thirty-one (31) day cancellation policy for all packages and private tours. If any member of your party needs to cancel or you want to cancel the entire reservation, cancellations must be processed by 5 PM no later than thirty-one (31) days prior to the scheduled tour date to receive a full refund. Please note, if your total number of guests were to change, your per person price will also change and your private tour will be re-priced accordingly.
– If you, or anyone in your party, cancels between thirty (30) and two (2) days, inclusive, prior to the tour date, full charges (100%) are incurred, and we will issue you credit for half (50%) of the total value paid toward the tour. You will receive this credit via a gift card voucher that can be applied to any of our experiences in the future for up to 5 years. Note, that if we can fill your seat, we will credit you the full (100%) amount of your purchase.
– If you or anyone in your party cancels within one (1) day of the tour date, full charges are incurred. No refund or credit will be issued.
NO-SHOW AND TARDINESS POLICY:
If you are not present at the appointed time and location at the scheduled start of the tour, your reservation is deemed cancelled. We will wait up to ten (10) minutes for late parties, unless otherwise specified. If you are running late, please give us a call so we know you are on your way, and so we can make arrangements, if possible.
INCLEMENT WEATHER POLICY:
Our tours run rain or shine. We will only cancel in the event of severe weather that makes driving unsafe; such as flooding, sleet and ice, three or more inches of snow/ice, or high winds. Our gorge tours will run in light rain, but we will cancel for heavy rain or thunderstorms. If a tour is cancelled due to inclement weather, we will contact guests by phone the day before the tour or the morning of the tour. In these rare cases, no charges are incurred. If you have made a partial or full payment, you will receive a full refund.
FAILURE TO MEET THE GUEST MINIMUM CANCELLATION POLICY FOR SHARED TOURS:
For all our shared tours, to offer the price per person advertised on our website, we require a total of four (4) booked guests in order to run the tour. If we do not reach this minimum, we will contact you the week of the tour. At that time, we may 1) provide you with custom pricing to be able to take your group out below the minimum number of guests, 2) switch your reservation to an alternate touring option, or 3) cancel your reservation with no charges incurred to you. If you prefer to cancel your reservation and have made a partial or full payment, you will receive a full refund.
OTHER ELIGIBILITY CRITERIA FOR BOOKING CHANGES OR CANCELLATIONS:
If you have a reservation with us that is not covered in the policy above, but has been impacted by COVID-19, you may still be eligible to change or cancel your reservation at any time up to one (1) day prior to your tour if:
– You comply with travel and/or disease control restrictions implemented by your local authorities or the authorities in your destination of travel.
– You are a medical professional and must perform duties in connection with the COVID-19 outbreak.
– You have been diagnosed or are suspected of being infected with COVID-19 by health authorities.
In any of these cases, you may cancel your reservation by calling our office at (607) 233-4818 to request a full refund, or reschedule your tour for a later date. You must contact E!FLX at least one (1) day prior to the tour date you wish to cancel to receive a full refund or credit. “No shows” on the day of the tour will have full charges (100%) incurred, and no refund or credit will be issued.
For cancellations that occur due to the failure of our COVID-19 risk factor pre-tour screening, guests will not be able to board the tour, and we recommend that they contact a local healthcare provider. Any guest and their travel companions, who cannot tour under these circumstances, will be able to reschedule the tour to a different day or cancel the reservation and receive a full refund.