Cancellation and Refund Policy
To cancel or change a booking, email info@accessoahutours.com or call (808) 281-9493. Cancellations take effect when we receive them, in Hawaii Standard Time. Voicemail and social media messages are not received until we confirm in writing.
| Notice before pickup | Refund |
|---|---|
| 24 hours or more | Full refund |
| Less than 24 hours | No refund |
| No-show | No refund |
If You Need to Cancel
Within 24 hours of your scheduled pickup time, bookings can no longer be cancelled, changed, or refunded. A booking inside that window is final.
If your plans change inside 24 hours, please still let us know.
Reducing your party size counts as a cancellation, not a change — dropped seats inside 24 hours are non-refundable. Guests who leave a tour early are not refunded.
Pickup Timing
We will text your party the pickup window the night before your tour. Please be in your confirmed pickup location at that time. There is a 10 minute grace period, then we must depart for the scheduled tour. A missed pickup is a no-show.
Changes to Your Booking
Date changes are free and must be requested at least 24 hours before pickup, subject to availability. Pickup location changes and added guests are likewise accommodated free of charge up to 24 hours before pickup. No changes or cancellations of any kind are accepted within 24 hours of your scheduled pickup time — at that point your booking is final and cannot be moved or refunded.
A date change requires choosing a specific available date at the time of the change — we do not issue credits or vouchers to be redeemed later. Changing your date does not restart the refund window: refund eligibility is always measured against your original booking's pickup time.
We will only cancel when safety or site access requires it: severe weather, high surf or flood advisories, mechanical failure, driver illness, road closures, or closures at Pearl Harbor and other sites. There is no minimum party size, and we never cancel a departure for being lightly booked.
If we cancel, you choose a full refund or free rescheduling to any available date. We are not responsible for flights, hotels, cruise departures, or other excursions affected by our cancellation; our maximum liability is the amount you paid us.
Tickets & Admissions
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What's included USS Arizona Memorial tickets, subject to National Park Service availability, plus USS Missouri admission on the Pearl Harbor USS Arizona & Battleship Missouri tour. Both run on timed reservation systems with limited daily releases. As a National Park Service–authorized operator, we reserve yours at the earliest release window so you aren't left to secure them yourself.
What you may pay on-site Pearl Harbor bag storage, $8 per bag, paid to that facility and not refundable through us. Nothing else.
Each tour also involves walking and standing at the sites we visit, on paved and sometimes uneven ground, and the Pearl Harbor tours include boarding a Navy-operated boat to the USS Arizona Memorial and riding a shuttle to Ford Island.
If you're unsure whether the tour will work for you or someone in your party, please call us at (808) 281-9493 or email info@accessoahutours.com before booking. We'd rather have an honest conversation up front than have you find out at the curb. If we don't think we can host you safely, we'll tell you plainly.
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Whether reservations are available for your date
Whether the Navy is running boats to the Memorial, and at what capacity
USS Missouri's 3:00 PM last entry
The Ford Island shuttle — Navy- and NPS-operated, photo ID required, running to its own timing
Your Memorial program time, assigned by the Park Service and often confirmed close to your tour date
No operator can guarantee admission, and no stop is guaranteed to be operating on the day of your tour.
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We'll contact you as soon as we know. You may move to another date, switch to another Access Oahu Tours tour, or take a full refund.
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No refund is issued. Where timed reservations aren't available, we'll assist you with the standby line — first-come, first-served, and not guaranteed. Your tour still runs for its full duration: the Visitor Center, the Road to War and Attack galleries, the documentary film, the Remembrance Circle, shoreline views of the Memorial and Battleship Row, and the remaining exhibits, with transportation and guided narration throughout. If the Navy resumes operations while time remains in the day, we stay and extend the tour to include the Memorial, subject to the day's schedule.
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We substitute comparable time or an alternate stop. If the USS Missouri portion can't be delivered at all, we refund the difference between the Pearl Harbor USS Arizona & Battleship Missouri fare and the Pearl Harbor USS Arizona Memorial fare. Otherwise no portion of the fare is refunded — transportation, guiding, and the balance of the itinerary were provided.
If We Cancel
No refund is given when a guest is denied boarding or entry for reasons within their control: arriving without government-issued photo ID, arriving with prohibited bags, being under 18 without a parent or legal guardian present for the full tour, declining to complete our Release of Liability (emailed after booking, or completed on paper at pickup), being impaired by alcohol or drugs, behaving in a way that endangers or disrupts others, or failing to disclose a medical or mobility limitation that makes participation unsafe.
Guests Who Cannot Participate
Our vehicle is not wheelchair accessible. Tours run in a high-roof passenger van with steps and no lift or ramp. Guests must be able to board and exit the van using steps and travel seated in a standard seat. We can stow a folding manual wheelchair, walker, or cane, but we cannot accommodate a guest who is unable to transfer out of a mobility device. The tour also involves walking and standing at each site, and boarding a boat at the USS Arizona Memorial. Please tell us about mobility needs before booking so we can tell you honestly whether the tour will work for you.
Accessibility
If you booked through Viator, Tripadvisor, GetYourGuide, a cruise excursion desk, or a hotel concierge, that platform's cancellation terms and cutoffs govern your booking, not this policy. Their windows are often shorter than ours and are calculated in Hawaii Standard Time, which may differ from the time zone you booked in. Cancel or change through the platform you booked with — we cannot refund a booking we did not take payment for. Your voucher states the applicable cutoff.
Booked Through Another Site
This policy is applied consistently to all guests. If we grant an accommodation in an individual case, it applies only to that booking and does not waive or modify these terms for any other booking or future request.
No Waiver
Refunds go to your original payment method within 5 business days of approval, and may take 5–10 additional business days to appear. Refunds are for the full amount you paid — we don't deduct card processing or booking fees. We strongly recommend travel insurance — weather, illness, and flight disruptions are outside our control and are not covered by this policy. We are not liable for failure to perform due to events beyond our reasonable control, including natural disaster, hurricane or tsunami warning, epidemic, government or military action, or closure of a federal site; in those cases you may choose rescheduling to a specific available date, or a full refund.