Kerrville - Guadalupe River

We offer cancellations on purchases only prior to the performance of the services offered on our website.
n• 48 Hours or More: Customers can cancel or reschedule their booking at no cost, and a full refund will be issued.
n• Less than 48 Hours: Cancellations made within 48 hours of the tour are not eligible for refunds, reschedules, or gift cards. However:
no In the event GlowRow® cancels due to unsafe conditions, customers may reschedule their tour for another date or receive a non-refundable/non-expiration GlowRow® gift card for the full amount of their booking, minus any booking fees. Refunds are only available to customers who have purchased the Weather/Trip Protection
no In the event GlowRow® cancels due to insufficient participants, the customer is entitled to their choice of a non-refundable/no-expiration gift card, reschedule, or a full refund. However, the default option in such cases is a full refund unless otherwise requested by the customer.
no Weather/Trip Protection: Customers must purchase Weather Protection for an additional 6% non-refundable fee, available only at the time of reservation. This fee applies only to cancellations initiated by GlowRow® due to weather or other unforeseen circumstances, ensuring that customers are eligible for refunds (minus the cost of Weather Protection, taxes, and booking fees). Without this protection, customers are only eligible for rescheduling or gift cards in the event of such cancellations.

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• No-Show Policy: Customers who fail to appear for their scheduled tour without providing prior notice (defined as greater than 48 hours) will be considered a no-show. No-shows are not eligible for refunds, rescheduling, or gift cards under any circumstances. However, medical emergencies may be taken into consideration on a case-by-case basis within 72 hours of the service date; however, to prevent exploitation, proof of the medical emergency (sensitive information must be redacted) may be requested at the discretion of GlowRow®. Medical Emergencies deemed acceptable by GlowRow®, will ONLY be eligible for a Gift card or reschedule. Acceptable Forms of Proof:
no Doctor's Note/Medical Certificate:
no Hospital Admission/Discharge Papers
no Emergency Room Visit Summary
no Prescription or Pharmacy Receipt
no Official Documentation from Urgent Care or a Clinic
no Police Report (in case of accident)

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• High Winds: In the event winds are above 20 mph but under 27 mph, GlowRow® will issue a wind advisory. Tours are not canceled under a wind advisory, and customers are NOT eligible for a refund. Customers may elect for a NON-REFUNDABLE gift card if they choose not to participate; however, this option is only available within 48 hours of the reservation. In the event winds are 27mph or higher, GlowRow® will issue a wind cancellation for the tour, and Customers who purchase Weather Protection for an additional 6% non-refundable fee are eligible for a full refund (minus the cost of Weather/Trip Protection with associated taxes, and booking fees) due to unsafe wind speeds. Without Weather Protection, customers are only eligible for rescheduling or a gift card if the tour is canceled within 48 hours due to aforementioned circumstances.

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• Lightning: In the event Lightning is present in any instance within a 20 nautical mile radius of the Tour activity launch point and route GlowRow® will issue a weather cancellation for the tour, and Customers who purchase Weather Protection for an additional 6% non-refundable fee are eligible for a full refund (minus the cost of Weather/Trip Protection, taxes, and booking fees) due to unsafe weather. Without Weather Protection, customers are only eligible for rescheduling or a gift card if the tour is canceled within 48 hours due to aforementioned circumstances.