Reservation Holds and Payment
When you submit a booking request, Kelowna Wine Tours will hold your selected date, seats, and regional tour capacity for 30 minutes while you complete payment.
Full payment is required to finalize and book your reservation. If payment is not completed within the hold window, the temporary reservation may expire and the date may become available to other guests.
Customer-requested cancellations made 7 or more days before the scheduled tour date are eligible for a refund of the amount paid, less the actual payment-processing fee Square charged on the original transaction. Square does not return that fee to Kelowna Wine Tours when a refund is processed. Within 7 days of the tour, bookings are final and non-refundable except where applicable law provides otherwise. The processing-fee deduction does not apply if Kelowna Wine Tours cancels the tour or applicable law requires a refund without deduction.
After payment is approved, your reservation is confirmed and no remaining balance is due for the booked tour package unless our office confirms a separate written arrangement.
Pickup and Drop-off
Kelowna Wine Tours offers pickup and drop-off from eligible hotels, Airbnb stays, and private addresses in the service area for the tour you booked. If your pickup location is outside the active service area, we may ask you to meet at a central location or approve a travel fee before the tour.
Your finalized pickup time will be sent by text message between 3:00pm and 7:00pm the day before your tour. Please be ready 15 minutes before your scheduled pickup time as a courtesy to other guests.
Pickup and drop-off locations must normally be in the same city or touring area as the selected wine tour. Greater Kelowna routing may allow some flexibility, but remote locations such as Bear Creek Provincial Park, La Casa Resort, Westside Road, Eastside Road, and Tronson Road require written approval before booking is considered final.
Public and Private Tours
All tours are public shared tours unless Kelowna Wine Tours confirms a private tour in writing. A private experience is not guaranteed unless it is specifically approved by our office.
Tours may require a minimum guest count to run. If the selected tour cannot run as planned, we may offer a similar tour, a different date, a private upgrade option, or a refund if Kelowna Wine Tours cancels the tour.
Tasting Fees and Meals
Standard winery tasting fees are included based on the tour package selected. Wineries, breweries, restaurants, and distilleries may offer optional upgrades or premium tastings at additional cost, payable by the guest.
Meals and lunch purchases are not included unless a package or written confirmation specifically says otherwise. If a lunch stop is available, guests are responsible for ordering, paying, and returning on time so the next winery appointment is not missed.
Complimentary bottled water is included on tours.
Cancellations, Changes, and Refunds
Customer-requested cancellations made 7 or more days before the scheduled tour date are eligible for a refund of the amount paid, less the actual payment-processing fee Square charged on the original transaction. Square does not return that fee to Kelowna Wine Tours when a refund is processed. Within 7 days of the tour, bookings are final and non-refundable except where applicable law provides otherwise. The processing-fee deduction does not apply if Kelowna Wine Tours cancels the tour or applicable law requires a refund without deduction.
Date or guest-count changes requested 7 or more days before the tour may be accommodated subject to vehicle capacity, winery appointment availability, and route timing. Within 7 days of the tour, changes may not be available because winery appointments, vehicle capacity, and driver scheduling have already been held.
No-shows, same-day cancellations, and cancellations within 24 hours of the tour are not eligible for refund except where applicable law provides otherwise. If Kelowna Wine Tours cancels a tour because of operational, safety, or availability issues, we will offer a reschedule option or a refund without deducting Square's original payment-processing fee.
Liability and Service Refusal
Kelowna Wine Tours makes every reasonable effort to provide on-time pickup, transportation, and tour service. Weather, traffic, accidents, road closures, winery delays, and other conditions outside our control may affect timing or routing.
Kelowna Wine Tours, partner venues, restaurants, wineries, breweries, and distilleries reserve the right to refuse service to guests who disrupt the tour, appear intoxicated, behave unsafely, or interfere with the experience of other guests.
Guests removed from a tour are responsible for their own return transportation and are not eligible for a refund. Kelowna Wine Tours is not responsible for airline delays, cancelled flights, missed flights, or other travel issues that cause a guest to miss a tour.
Code of Conduct
Alcohol may not be opened or consumed inside tour vehicles. Food and drinks are not permitted in tour vehicles except bottled water. Smoking and vaping are not permitted in tour vehicles.
Excessive spills, damage, or cleaning issues may result in a cleaning or damage fee of up to $500 charged to the cardholder or booking contact.
Pets are not permitted in tour vehicles because of allergy, comfort, and cleaning requirements. Service animals must be discussed with our office before booking so we can confirm requirements and vehicle suitability.
Photos, Purchases, and Personal Items
Guests are welcome to take photos during the tour. Guides may offer to help take photos, but photos will not be taken or shared by Kelowna Wine Tours without permission.
Please make sure purchases, phones, wallets, keys, and personal items are collected before leaving the vehicle. Kelowna Wine Tours is not responsible for items left in vehicles after drop-off, although we will make reasonable efforts to help locate them.
Tour Locations and Routing
Preferred winery requests are welcome and are reviewed after booking. Kelowna Wine Tours confirms the final winery route after appointment times, group size, vehicle capacity, and drive timing are checked.
Kelowna Wine Tours may change tour locations, guides, wineries, lunch locations, pickup times, and route order because of winery availability, weather, traffic, road conditions, safety issues, or other unforeseen circumstances.
Ski Shuttle Delays
For ski shuttle services, delays greater than 1 hour from the originally scheduled booking time may be subject to an additional charge of $75 per hour unless our office confirms otherwise in writing.