Cancellation Policy

• For a full 100% refund we ask that you give us at least 48 hours notice for a cancellation or change to your reservation.
• No refund for cancellations or reschedules within the last 48 hours prior to your tour.
• No-shows will be charged 100% fee.
• If you need to cancel due to illness or medical emergency, we will require a doctor?s note from a local Maui doctor/clinic in order to process a full refund.
• All our tours operate RAIN OR SHINE. We do not refund for inclement weather, however, we do provide rain jackets when needed.
• We will cancel tours in the event of lightning or thunder; we will reschedule your tour or refund up to 100% of the tour price if this occurs. Refund amount may be based on proportion of tour completed.
• In high winds or other adverse conditions, we reserve the right to cancel or reschedule tours, based on management?s assessment of conditions. We will reschedule your tour or refund up to 100% of the tour price if this occurs. Refund amount may be based on proportion of tour completed.

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Last Minute Bookings

Please be aware that these bookings are subject to confirmation. If this is a same-day or next-day booking, there is a reasonable chance this will not be confirmed. For bookings that are confirmed, there will be no cancellations or refunds.

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Restrictions

Age restrictions

• Minimum age of 8 years old for Zipline and Treetop Zipline Tours.
• Minimum age of 6 years old for Hiking Tours.
• There is no maximum age limit as long as you can physically handle all aspects of the tours.
• Guests under 15 years old must be accompanied by a parent, guardian, or chaperon on tour. (Chaperon form required.)
• Guests between 16 and 17 years old must have a parent or guardian present at check-in and sign waiver to participate.

Weight restrictions

• All guests must be capable of moderate to advanced physical activity, carry a 12 pound trolley, grip handlebars, walk over uneven/muddy terrain, as well as ascend stairs and ramps.
• Please no guests with neck, back, shoulder, knee, ankle injuries, heart conditions, or recent surgeries.
• Pregnant women are not allowed to zipline.
• Guests must be physically and mentally capable of following instructions given by Piiholo Ranch Zipline staff.
• There is no smoking, alcohol, or drug use allowed on the premises. Any guest judged by our staff to be unwilling and/or incapable of following instructions, or to cause or potentially cause a safety issue due to intoxication, drug use or any other reason, will be removed from the premises and no refund shall be given.

Not allowed on tours

• Expectant mothers
• People with any type of recent surgeries
• People with neck, shoulder or back problems
• People with knee or ankle problems
• People with any other medical condition which may be aggravated by this activity

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Frequently Asked Questions

What should I wear or bring?

• Closed-toe shoes are required. Please no Croc-style, walking sandals with open toes, Vibram FiveFingers, water shoes, or flip-flops.
• We recommend to dress comfortably for variable outdoor weather (such as pants or longer shorts) and to bring a hat, sunscreen, and a light cover-up.
• Don?t forget your camera! Make sure it has a strap for safety. Anything dropped on tour is gone for good.
• Don?t bring purses, backpacks, or large fanny packs; they won?t fit with your harness and we have no place to store such items.
• We do provide a storage box for your keys.

What can I do while my family/friend is on a tour?
We offer a walk-along tour that accompanies the 4 Line and 5 Line Zip Tours. The walk-along tour covers less than a half-mile over gently rolling, unpaved terrain, and puts you ground-side as the zippers fly by overhead. It offers great photo opportunities as well as time to relax and enjoy the views among the tall trees! All guests on tour enjoy a break together with light snacks and beverages at our Tree House.

While we do not, at this time, offer a walk-along tour on the Treetop Zipline course, you are welcome to sit and enjoy some quiet-time at the picnic tables of the treetop launch area, or take a hike at the nearby Makawao Forest Reserve (ask the guides for directions.) The nearby small town of Makawao offers a variety of galleries, stores and restaurants to keep you entertained for hours.

If you have kids under the age of 8, there is unfortunately little to do at the zipline except sit at a picnic table. There are horseback lessons at nearby Piiholo Ranch (minimum age is 3) or a nice park about 4-1/2 miles away, it?s officially called the 4th Marine Division Memorial Park. It has a large grassy field and picnic tables.

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