Company Policies

What is the cancellation and refund policy?

Customers will receive a full refund if canceled before 72 hours of scheduled departure. Canceling within the 72 hour period and “no-shows” will be charged full amount of the tour. Canceling outside 72 hours gives Big Island Backroad Adventures LLC adequate time to fill the cancelation.

What is the booking cutoff time?

12:00 PM (Noon) on the day before the scheduled tour.

What are your Covid 19 Policies?

The health and safety of our guests and staff are a top priority at Big Island Backroad Adventures LLC. Our company specializes in small, custom, private charters with seven or fewer guests. While we do allow mixed party groups, this is generally not our norm. This tour structure inherently helps eliminate COVID-19 transmission risks as you will be on tour with your family group. However, there is always some risk associated with COVID-19 transmission, therefore we’ve taken several extra steps in order to minimize this risk and keep our guests and staff safe and healthy.

Big Island Backroad Adventures LLC has implemented new health and safety policies based on the requirements implemented by the State of Hawaii and the CDC.

Enhanced Procedures:

  • All equipment and gear will be cleaned after every use with commercial grade CDC approved sanitizers and cleaning products.
  • The interior and exterior of our vehicle will be thoroughly cleaned and sanitized using commercial grade CDC approved cleaning products after each tour.
  • Hand sanitizers and disposable masks will be made available and kept in our tour vehicle at all times.
  • Increased stops throughout our tour route will be made to facilitate less time in the vehicle and more time in the open air.
  • Guides will maintain a six-foot social distance between guests whenever possible.
  • Online, contactless payments will be encouraged whenever possible.

Guest Policies: 

  • Proof that you are not under a mandatory quarantine through the Hawaii Safe Travel Program or proof of completed 10-day quarantine (airline generated flight itinerary).
  • Health questionnaire completed along with our mandatory liability waiver.
  • Temperature check with contactless thermometer completed at tour start.
  • Face masks are required at all times in our vehicle.  Guests agree to follow guide instructions.

Staff Policies: 

  • All staff are fully vaccinated for COVID-19.
  • All staff must complete a daily health questionnaire and temperature check prior to the start of their shift.
  • A face mask must be worn at all times in our tour vehicle.
  • Procedures to minimize contact between staff and guests have been implemented.
  • Access to free COVID-19 testing is made available through the state of Hawaii.

Food and Beverage Protocol:

  • Our guides will work directly with our food vendors to provide higher sanitation practices.
  • Prepackaged, sterilized, meal containers will only be used.
  • Disposable, single-use plating with biodegradable cutlery and flatware will be provided.
  • Guides and food servers will continue to use commercial grade food service gloves and other protective equipment.

Partner Operators:

  • Big Island Backroad Adventures LLC maintains clear communication with all partner operators and vendors.
  • Our staff will work directly with our partner operators to make sure all like-minded safety protocols are being implemented and adhered to.

Contingency Plan:

  • In the event that a COVID-19 case is reported by a client or guide, all guests will be notified of the exposure.
  • All partner operators will also be notified of potential exposure risks.
  • All guides will receive a COVID-19 test and all future tours will be canceled until the entire staff has received a negative test result.
  • Before resuming tours, the COVID-19 Health and Safety Protocol will be reviewed and any necessary revisions will be implemented.