Policies

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Policies – Whitehorse Who What Where Tours (Wwwtours)

Terms and Conditions

Information about our Wwwtour policies, rules and practices we have adopted to protect you and your privacy. We do not plan to modify our policies very often, it is always advisable to double check when you visit our site to be sure that you have read and agree with our most current policy statement.

Section 1 – General
Section 2 – Kluane Travel Service
Section 3 – Expediting & Private/ Custom Tour Service
Section 4 – Aurora/Northern Lights Tour

Section 1 – General

Bookings / Reservations
Seats cannot be guaranteed unless reserved or booked at least one (1) hour before scheduled departure time.

Reservations are based on first come first serve basis and based on availability.

Wwwtours booking confirmation will require your personal information.

When you book a tour with us, we ask your name, email address, cell phone (traveling contact number), emergency contract, dietary, medical or mobility requirements and payment information which might include a credit card number if this is your form of payment you would like to use. We also ask for information regarding hotel / guesthouse accommodations while staying in the Yukon in regard to our complimentary pick up/ drop off service.

If you are travelling with children, we will also ask their ages, to see if they are eligible for the following discounts:

Under 3 years of age: Free
3 years old to 8 years old: 50% of the regular tour/shuttle cost
9 years old and up: Full price

Cancellations
We at Wwwtours recognize things happen beyond your control such as weather, flight delays or stranded off the beaten trail. We will do everything we can to switch a date or postpone your tour or travel plans with us at no additional cost to the guest. However, if we have exhausted other avenues our genuine Yukon hospitality will offer the following return:

90%     same day of booking
80%     15 days prior to tour/shuttle
50%     10 days prior to tour/shuttle
0%       5 days prior to tour/shuttle or less

Wwwtours group travel may have a different cancellation policy noted directly on their booking form which will be used for that particular group.

Wwwtours reserves the right to make changes to any/all itineraries or cancel any tour/ shuttle, including a guaranteed trip, at any time prior to departure if something beyond the control of Wwwtours deems it necessary; including natural disasters, political instability, terrorism, weather, cultural conditions or other external events. It is imperative that guests check the most up-to-date information from our phone voice mail, email or website just prior to your departure.

If Wwwtours cancels a tour on which you are holding a fully paid booking you may choose between an alternative tour or a full refund. Wwwtours is not responsible for any incidental expenses that you may have incurred as a result of your booking such as accommodations, other tours, or non-refundable flights. If an alternative tour chosen is of a lower value than that originally booked, then you are entitled to a refund of the price difference. If the alternative tour chosen is of a higher value then you will pay the difference in price.

There will be no refund made to guest(s) if you voluntarily leave a tour for any reason.

Reserved Seat(s) Policy
Wwwtours offers genuine Yukon hospitality and service we reserve the rights to hold seat(s) for existing or new guests based on individual circumstances we feel or see fit to do so. We recognize planning and logistics does not always work out as planned and we will do everything we can to provide excellent customer service. Wwwtours also reserves the right to cancel the reserved seat if request for payment had been made and no payment was rendered in the time or deadline agreed on between Wwwtours and reserved seat guest. Guests are welcome to rebook if hold seat was cancelled however payment will be required immediately.

Seat Policy – Wwwtours has the right to move guest(s) to suitable seats in a van based on safety, comfortability, accessibility and for general hospitality purposes.

Mobility – We may be able to accommodate guest(s) with mobility challenges however we require advance notice as we have limited options with seating. This is due to safety as several seats are not available for guest(s) with mobility needs and is at the driver’s final discretion on seating arrangement.

Children – Any child guest under eight (8) years old will be required to sit in a second or third row bench seat for meet our added passenger safety requirements. Booster seat can be made available by Wwwtours with advance notice and may be required for use based on the child’s height and weight to ensure seat belt is worn properly while vehicle is in motion.

Front Seat – We welcome guests to sit in the front seat. At times we may require guests to move, switch or not have access due to logistics, tour time, comfort, hospitality service, safety or availability during any tours or shuttle services. The driver/ guide has final say to whom accesses the front seat.

Return times
Please note that indicated return times are according to normal road, traffic and weather conditions and may change if conditions are unfavorable. In addition, we may be having an awesome tour and time with our guest(s) and the time may go over original return time.

Prices and Payment
Tips and gratuities are not included, however they are customary and much appreciated to our guides. This shows customer service appreciation. For groups of 7 or larger we will add applicable administration and gratuity fees based upon your request or needs.

All admissions to sites, museums or attractions visited are not included, unless otherwise stated in tour description.

All published tour prices supersede all prices previously advertised. Stated duration counts from time of departure to the time of return. Wwwtours reserves the right to cancel any booking or to refuse to carry any guest(s) where payment has not been received by Wwwtours within the specified time. Prices include note Canada’s Government Goods and Services Tax (where applicable).

Unless specifically listed, meals and refreshments are not included. Private tour charter, tour meals and refreshments can be made possible with advance notice to ensure we meet request(s).

Please confirm tour booking before proceeding with any payment.

For all regular tour bookings, to secure the seats, guests have two options:

Pre-Pay Full Balance – Pay office the full balance owing of the tours/transportation booked, then plan to bring cash day-of for gratuity considerations for your guide. Above cancellation policies apply.
Hold reservation with a credit card – Keep a valid credit card on file, guests will pay our guides directly using one of the following payment methods and we will not charge the credit card given to hold the booking. If cancelled by the guest, we will then charge the applicable amount according to our cancellation policy above.

We accept the following:

Cash – in person only
Debit – in person only
Major credit card – Visa / MC/ Amex
E-transfer
Wire Transfer
*PayPal secure online (applicable international fees added)
Gold

Please do not send personal credit card information by email and do not send cash in mail.

*PayPal charges admin merchant fees for any money sent through there, those fees are the responsibility of the guest, we will charge additional according to PayPal’s guidelines that can be found here: https://www.paypal.com/ca/webapps/mpp/paypal-fees

Payment Policy – Multi-Day/Custom Groups/Private/Travel Trade or Agency Tour Trips
Deposit – 50% non-refundable deposit of the total invoice is required within 14 days of booking to hold a reservation. Deposit can be made by cash, wire transfer, e-transfer, certified cheque (company bank information will be provided) or major credit card (up to $4,000.00Cdn an additional 2% surcharge will be added to final payment for over $4k payments).

Wwwtour trips are quoted in Canadian Dollars with applicable required Good and Service GST. For groups of 7 or larger we will add applicable administration and gratuity fees based upon your request or needs.

If we have not received a deposit by the required day, we have the right to refuse booking.

Final Payment – All invoices must be paid in full prior to arrival start date. All final payments can be paid by cash, e-transfer, wire transfer, certified cheque or major credit card (up to $4,000.00CDN an additional 2% surcharge will be added on final payment). If payments are not received before the commencement of the tour/shuttle, Whitehorse Who What Where Tours reserves the right to treat the reservation as cancelled.

Cancellation – All tour trips cancelled after ninety (90) days from start tour date are not subject to a refund.

All cancellations by the agent or customer must be obtained by Whitehorse Who What Where Tours in writing and received in Whitehorse Who What Where Tour office is the date that we note cancellation.

General – Whitehorse Who What Where Tours should we be forced to change itineraries or locations we reserve the right to change tour trip if we feel we are forced to do so by circumstances beyond our control (i.e. weather conditions, temperatures, forest fires, flooding, road conditions etc.) If Wwwtours incur expenses for unexpected logistical arrangements not covered in printed itinerary, the cost will be evenly distributed among the guest(s) for payment.

If this occurs Wwwtours shall endeavor to meet agency/ guest(s) needs with an alternative plan that will be left to our discretion. If these alterations to the itinerary are made after the final payment is received, causing more time or additional resources to be used, a new invoice will be sent after the tour/shuttle is completed to reflect the additional costs incurred.

We reserve the right to cancel a trip up to thirty (30) days prior to starting date. If we must cancel a full refund will be made. If this occurs, we will do everything possible to meet agency/ guest(s) needs with another tour date at the earliest possible date.

If guest(s) require evacuation for any reason, the expense incurred through the evacuation will be the full responsibility by the individual(s) evacuated. Wwwtours strongly recommends trip cancellation/ medical insurance.

Clothing
Sturdy shoes and warm layered outdoor clothing should be worn when travelling in the Yukon during any season. Nature is the main attraction on many of the excursions and a short outdoor walk may be included in the tour itinerary. *No open-toe shoe, high-heels, sandals, or flip flops or non-grip footwear are allowed. Most tour walking areas are uneven gravel ground where rocks or tree roots may be exposed and cause guest(s) to trip or fall

Language
Guidance is in English. Guides will do everything possible to slow down or speak broken English to try and communicate with guest to make visitor experience more enjoyable when possible. Please feel free to provide a translator on a tour for direct translation services. Translator is required to pay equal price for designated tour booked by party they are translating for. Translation should not interfere with tour guide and other visitor(s) tour experience who do not require the service.

Cell Phone
All mobile phones are to be turned off or ringer volume muted during Wwwtours. Guest(s) are asked to refrain from answering phones or carry-on a conversation or make a phone call while a tour is in progress. Wwwtours has the right to advise a guest directly to shut off phone or refrain from further conversation if deemed necessary in order to ensure other guest(s) tour experience is not being impacted my mobile usage.

Van Food / Drink
No food or drink allowed in the van during a tour/ shuttle unless permission has been granted by the guide / driver. This is due to safety reasons, keep van seats tidy and possibly guest(s) with food allergies. Limits on what kind of food will be eaten is at the sole discretion of the guide/ driver.

No open alcohol is permitted in the vans.

Liability
Wwwtours reserves the right to alter routes, itineraries or timetables without prior notice, should the necessity arise. No liability is accepted for losses or expenses due to delays or changes of arrival or departure of flights or other services, injury, sickness, accident, strikes, damage, negligence, weather, war or other causes outside the control of Wwwtours. All such losses and expenses are the personal liability of the guests.

Right of Refusal
Wwwtour team have the right to refuse, remove or deal with unruly guest(s) at any time before, during or after a tour/ shuttle/ charter. Further action may be required and Wwwtour team will call local authorities if they deem behavior is unacceptable and the safety for themselves or other guests may be at any risk.

No refund will be given. No alcohol or illegal drugs are permitted.

Privacy Policy – Do we disclose any information to outside parties?
Wwwtours values guest(s) privacy and we are committed to protecting and safeguarding any personal information guest(s) give us.

We want guest(s) to feel happy about how we handle personal information online or on the phone. Wwwtours never sells, trades, or otherwise transfers to outside parties’ guest(s) personally identifiable information. This includes trusted third parties who assist Wwwtours in operating our website, conducting our business, or servicing any guest(s), so long as those parties agree to keep this information confidential. Wwwtours respond to subpoenas, court orders or legal processes or to establish or exercise our legal rights or defend against legal claims. Wwwtours will release guest(s) information when we believe release is appropriate to comply with the law in order enforce our site policies, or protect ours or other rights, property, or safety.

Wwwtour will not provide the guide/ driver(s) personal mobile number, physical address or email address to any guest(s) before, during or after a tour/ shuttle or charter for safety and privacy reasons. Please use the main Wwwtour phone number and email for all inquiries.

Third party links
Occasionally, at Wwwtour discretion, we may include or offer third party products or services on our website. When we link to other sites, we try to link only with partner sites that share our values. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

Security
All credit card transaction processes have been verified with PayPal’s and Moneris Payd secure systems and are safeguarded at all times. Your credit card details are not held or kept on file by Wwwtours unless held for deposit payment purposes and cannot be accessed outside of the Wwwtours team.

Wwwtours encourages any guest(s) to call in any credit card information to office phone number.

Section 2 – Kluane Travel Service

Reservations
Seats cannot be guaranteed unless reserved or booked at least one (1) hour before scheduled departure time.

Payment is required in full this is the only way of guaranteeing a seat for travel service.

Guest(s) are to only use this designated email address whitehorsetours@aol.com or phone number 867-333-0475 for all reservations and bookings. To save on admin time guest(s) are required to have an email or contact phone number and should include the following information:

Interested date
Number of seats required
Travel direction 1 way – 2 way
Destination

Wwwtours may cancel its scheduled departure with no public notice if there are no advance sales for the given day. Please book in advance only.

Reserved / Hold Seats
Wwwtours offers genuine Yukon hospitality and service we reserve the rights to hold seat(s) for existing or new guests based on individual circumstances we feel or see fit to do so. We recognize planning and logistics does not always work out as planned and we will do everything we can to provide excellent customer service. Wwwtour also reserves the rights to cancel the hold seat if request for payment had been made and no payment was rendered in the time or deadline agreed on between Wwwtours and hold seat guest(s). Guest(s) are welcome to rebook if hold seat was cancelled however payment will be required immediately.

Payment
Tips and gratuities are not included, however they are customary and much appreciated to our guides. This shows customer service appreciation. For groups of 7 or larger we will add applicable administration and gratuity fees based upon your request or needs.

Please confirm seat(s) before proceeding with any payment.

Payment is required in advance and all arrangements will be made directly with Wwwtour office.

We accept the following:

Cash – in person only
Debit – in person only
Major credit card – Visa, Mastercard, American Express
E-transfer
*PayPal secure online (applicable international fees added)
Gold

Please do not send personal credit card information by email and do not send cash in mail.

Cancellations or Change in Plans
Wwwtours recognize things happen beyond your control such as weather, flight delays or stranded off the beaten trail. Wwwtours will do everything possible to switch a date or postpone your tour or travel plans with us at no additional cost to the guest. However, the attempt cannot be guaranteed if Wwwtours has exhausted other avenues our genuine Yukon hospitality will offer the following return:

90%   same day of booking
80%     15 days prior to tour/shuttle
50%     10 days prior to tour/shuttle
0%       5 days prior to tour/shuttle or less

Wwwtours reserves the right to make changes to any guest(s) itineraries or cancel any trip, including a guaranteed trip, at any time prior to departure if something beyond the control of Wwwtours deems it necessary; including natural disasters, political instability, terrorism, weather, cultural conditions or other external events. It is imperative that guest(s) check the most up-to-date information from our phone voice mail, tour email or website just prior to guest(s) tour departure time.

If Wwwtours cancels a trip on which guest(s) are holding a fully paid booking guest(s) may choose between an alternative tour or a full refund. Wwwtour is not responsible for any incidental expenses that guest(s) may have incurred as a result of your booking such as accommodations, other tours, or non-refundable flights. If the alternative trip chosen is of a lower value than that originally booked, then guest(s) are entitled to a refund of the price difference. If the alternative tour chosen is of a higher value, then guest(s) will pay the difference in price.

No refund will be made if any guest(s) voluntarily leave a tour for any reason

Schedule Times
Wwwtours has a defined schedule of arrival and departure times clearly outlined online which shows a breakdown of times from each designated station. These are clearly outlined to ensure guest(s) are prepared and ready to load on time. Seats will be given to any stand-bys then walk-ons ten (10) minutes before departure if guest(s) name is called and guest(s) are not there. No refund or any compensation will be given by Wwwtours to guest(s) who have missed their ride due to lateness.

Travel Delays
Wwwtours recognizes doing business in the North which means there may be delays in departure, enroute or arrival encountered due to unforeseen circumstances such as, but not limited to, mechanical, bad weather, road conditions, wildlife encounters, road construction and forces of nature. If Wwwtours is more than 3 hours behind schedule we would be pleased to offer a 50% incentive on another tour offering, travel day service with any Wwwtour.

Baggage
Wwwtours will allow:

One (1) 50 lb. bag and the sum of its length, width and depth not to exceed 160 cm (63 inches)
One (1) small personal piece i.e. Purse, laptop, camera bag, small day pack, handbag that is able to fit under the seat for storage
Any extra baggage must have advance approval from Wwwtour team and are dependent on available space, any extra pieces are subject to $20.00 for each extra bag.

Most airports, hotels & hostels offer storage services for additional luggage. If there is any extra room in the vehicle extra baggage may be considered only at the full discretion of Wwwtour staff. **Please note this policy does not exist for private charters or expediting services.

Wwwtours acknowledges that travel bags are designed to protect contents. In the course of normal handling, guest(s) baggage may show evidence of wear and tear. Wwwtours takes neither responsibility for minor cuts, scratches and dents nor for items that protrude from traveling bags, such as retractable handles, wheels, straps and luggage carts.

No live animals will be allowed to travel with regular scheduled travel service or tours. However, Wwwtours recognizes travelling in the backcountry of the Yukon people do have dogs with them for bear protection and companionship Wwwtours will do everything we can to work with a hiking / backpacker party who does have a dog(s). There is the option to charter a vehicle so they can transport their dog(s) with them in a crate (we have available) to a trailhead or river access point.

Wwwtours Liability, Right of Refusal, Privacy and Security sections stated under Section 1 General apply to Section 2 Kluane Travel Service as well.

Section 3 – Expediting Services of Private / Custom Tour charters

Reservations for expediting services or private tour charters are to be of an advanced booked and confirmed with Wwwtours prior to delivery of any tour or charter. Upon confirmation of service and quote provided a 50% deposit will be required when confirmation of reservation and / logistical plan is agreed to by both parties.

Deposit payments can be made:

Cash – in person only
Debit – in person only
Credit card – Visa / Mastercard / American Express
E-transfer
*PayPal secure online (applicable international fees added)
Wire Transfer

Final payment is due when expediting services or private/ custom tour(s) are completed.

All cancellations for expediting services and private/ tour charters less than 5 days before departure time will forfeit their deposit.

Wwwtours Section 1 and 2 are included in Section 3 unless otherwise stated.

Section 4 – Aurora/Northern Lights Tour

As mother nature can be quite unpredictable, we cannot guarantee the Aurora/Northern Lights will show on the night of your tour. Some items that may affect your successful viewing:

Time of night (i.e. lights may show up at 4am instead of your chosen 11pm – 1am slot; they may show up for 5mins, 2hrs, or not at all)
Cloud coverage & weather (clouds will block all viewing opportunities; cold weather policy may prevent us from going)
Light pollution (i.e. full moon – won’t over-power the lights, but may be a distraction)

We will do everything in our power to ensure guests have a great tour nonetheless, keeping them entertained and warm by a fire, or cozy in our van with warm beverages as we wait.

There will be no refunds if the tour goes through and the lights don’t come out. Cancellation policy in section 1 applies as does our refund policy if we cancel the tour from our end.

Wwwtours Section 1 is included in Section 4 unless otherwise stated.

_____________________________________________________________________________

Changes – We reserve the right to change these policies at any time and such modification will be effective immediately. Last updated October 2023

If you have any questions regarding our policies, please contact us at:

Whitehorse Who What Where Tours – An awesome division of Dickson Outfitters Ltd.
Whowhatwheretours@gmail.com
867.333.0475

Thank you.
Who What Where Tour Team