Phone Support & Adventure Concierge Policy

A friendly, professional guide to how we support you best.

We want every guest to feel supported, informed, and confident as they plan their adventure. To make sure we can give each person the attention they deserve, we follow the communication standards below.

1. Communication Standards

Phone Support (After You Book)

Phone support is reserved for guests with fully paid, confirmed reservations. This ensures you’re prepared for your tour and have all of your questions answered.

General Inquiries (Before You Book)

If you’re still exploring options, we’re happy to help through text and email—as much as you need—during our 360 business hours.

Adventure Concierge (Optional Pre‑Booking Phone Planning)

If you’d like personalized, one‑on‑one phone guidance before booking, our Adventure Concierge service is available.

2. Adventure Concierge Service

This service is ideal for guests who want expert planning support, tailored recommendations, and structured itinerary guidance before confirming a reservation.

How It Works

1. Adventure Questionnaire
   Start by completing our short questionnaire. This gives us the essential details we need to understand your group and your goals.
2. Retainer Payment
   After reviewing your questionnaire, we’ll send a secure link for the $100 non‑refundable retainer.
3. Concierge Support Begins
   Once the retainer is paid, we’ll schedule your phone appointments and open up full concierge access.

Investment & Credit

• $100 Retainer: Non‑refundable.
• Credit Option: The $100 may be applied toward one reservation for your current tour dates (minus processing fees).
• Limitations: The credit cannot be split across multiple bookings or applied to different dates.

What’s Included

• Up to 5 scheduled phone calls (up to 30 minutes each)
• Unlimited text and email support
• Expert itinerary design and activity matching
• Recommendations for accommodations, dining, and transportation options
• All communication during 360 business hours

What’s Not Included

We do not book or manage:

• Third‑party rentals
• Accommodations
• Dining reservations
• Transportation or unrelated travel logistics

We’re happy to point you in the right direction—but we don’t make those bookings on your behalf.

3. Transition to Standard Guest Support

Once your reservation is confirmed, your concierge planning wraps up and you’ll shift into our standard guest support.

We’re always happy to help with day‑of‑tour questions when we’re open, but please note:

• Some tours are operated by partner companies, and we may not be the primary point of contact.
• If you need assistance outside our business hours, please refer to:
  • Your tour confirmation, and
  • The 72‑hour reminder email we send before your tour, which includes all essential contact details and instructions.

4. Cancellations & Refunds

If you book a tour after using the Concierge service and later cancel, your refund (if applicable) will follow the specific cancellation policy for that tour.

Refunds apply only to the remaining balance, minus the initial deposit and any processing fees.