Last updated: March 2026
Overview
At Alcatraz Tour Ticket, we understand that travel plans don't always go as expected. This Refund Policy outlines the terms and conditions under which you may be eligible for a refund on your tour ticket purchase. We aim to be fair and transparent in all our dealings, so please read this policy carefully before making your booking.
Cancellation and Refund Eligibility
- 72+ Hours Before Tour: If you cancel your booking at least 72 hours (3 full days) before your scheduled tour departure time, you are eligible for a full refund of the ticket price. Refunds will be issued to the original payment method used at the time of purchase.
- Less Than 72 Hours Before Tour: Cancellations made less than 72 hours before the scheduled tour departure are not eligible for a refund. This policy exists because tour spots are reserved in advance and cannot be resold on short notice.
- No-Shows: If you do not show up for your scheduled tour without prior cancellation, no refund will be provided. We strongly recommend arriving at Pier 33 (Alcatraz Landing) at least 30 minutes before your ferry departure time.
- Late Arrivals: If you miss your scheduled ferry departure due to late arrival, this is treated as a no-show and is not eligible for a refund.
Non-Refundable Items
- Ticket Assurance fees, if purchased, are non-refundable under any circumstances.
- Service and booking fees may be non-refundable depending on the timing and circumstances of the cancellation.
Date Changes and Rebooking
If you need to change your tour date, we're happy to help — subject to availability. Date change requests must be made at least 72 hours before your original tour date. Changes are free of charge for the first modification. Subsequent date changes may incur an administrative fee. To request a date change, use our Manage Booking page or email us directly.
How to Request a Refund
To request a refund, you can use either of the following methods:
- Online: Visit our Manage Booking page and submit a cancellation request using your booking reference number and the email address used during checkout.
- Email: Send an email to support@alcatraz-tickets.com with the following details:
- Your booking reference number
- Full name on the booking
- Tour date
- Reason for cancellation
Refund Processing Time
- Once approved, refunds are processed to the original payment method within 3–5 business days.
- Depending on your bank or credit card provider, it may take an additional 5–10 business days for the refund to appear on your statement.
- You will receive an email confirmation once your refund has been processed.
Tour Cancellations by the Operator
In the rare event that a tour is cancelled by the operator due to severe weather, unsafe conditions, maintenance requirements, or other unforeseen circumstances, you will be notified as soon as possible and offered a full refund or the option to reschedule to another available date at no additional cost. Operator-initiated cancellations are always eligible for a full refund regardless of timing.
Disputes
If you believe your refund request was denied in error or you are not satisfied with the outcome, please contact our customer support team at support@alcatraz-tickets.com. We will review your case and respond within 48 hours. We are committed to resolving all disputes fairly and promptly.
Contact Us
For any questions about our refund or cancellation policy, please don't hesitate to reach out at support@alcatraz-tickets.com.
Guided Tours LLC · 276 Fifth Avenue, Suite 704 · New York, NY 10001, USA