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Accommodations & Policies

Tour Cancellation & Refund Policy

Phoenix Gold Mine has the right to deny refunds to prevent financial losses. Refunds will only be issued under the following conditions:​​​​

1. Customer Cancellation

  • Customers must provide at least 24 hours' notice to cancel a tour. In this case, a full refund or credit will be issued. To cancel, you must contact us by phone prior to the start of tour. No refunds will be provided for no-shows, and the full price will be charged.
  • If a customer cannot complete the tour due to physical disabilities, a partial or full refund may be granted, at managers/ staff members’ discretion.

2. Operator Cancellation

  • In the event of a cancellation by Phoenix Gold Mine due to inclement weather or other circumstances beyond the operator's control, customers will be notified and given the option of a full refund or credit.

3. Conditions for Refund Denial

Phoenix Gold Mine reserves the right to deny refunds under the following conditions:
  • You fail to inform the operator of your cancellation or inability to attend before the scheduled start time of your tour, and the tour has already begun.
  • You or a member of your group are removed from a tour due to intentional actions that endanger yourself, others, or the tour, or for failure to follow the guide's instructions.
  • Rude, abusive, or inappropriate behavior toward staff or other guests results in the denial of service.

4.Discretion of the Operator

  • This policy may be adjusted at the sole discretion of Phoenix Gold Mine operators based on individual circumstances.

Pet Policy

We welcome pets at the Phoenix Gold Mine and aim to ensure the safety and enjoyment of all guests and animals. To comply with health and safety regulations, a pet waiver will be provided upon your arrival. We ask pet owners to follow the guidelines below:

1. General Requirements

  • Pets must always be on a leash (6 feet or shorter) or in a carrier at all times.
  • ​Owners must clean up after their pets. Waste disposal stations are located around the premises. Phoenix Gold Mine staff is not responsible for picking up waste after pets.
  • Pets must not be left unattended.
  • Aggressive pets or those displaying threatening behavior are not allowed. If requested to leave due to a pet’s behavior, no refund will be given.

2. Health & Safety Standards

  • Pets must be current on vaccinations, including rabies, and should not show signs of illness.

3. Owner Responsibilities:

  • Pet owners are fully responsible for any damage or injury caused by their pets, as outlined in the pet waiver.
  • Owners must always have control of their pets to ensure they do not disturb other guests.
  • Any incidents involving pets must be reported to staff immediately.

4. Service Animals

  • Service animals are welcome on the property as per ADA guidelines. They are not considered pets and have legal protection. Please inform staff of any specific needs for your service-animal.

Lost & Found + Shipping Policy

At the Phoenix Gold Mine, we understand that personal items may occasionally be lost during your visit. To ensure the safe return of lost belongings, we have established the following procedure:
1. Lost Items:
  • Any item(s) found left on Phoenix Mine property will be stored in a secure location for 30 days.
  • ​After 30 days, unclaimed items(s) will be donated to local resale stores.

2. Claiming Lost Items:

  • To claim lost item(s), please contact or visit Phoenix Mine during our regular hours of operation via email, phoenixtourmine@gmail.com, to contact operational manager(s).
  • A detailed description of the item(s) will need to be provided to verify ownership.

3. Retrieving Lost Items:

  • Item(s) can be picked up in person at Phoenix Mine during our hours of operation (10 am – 4pm).
  • If the individuals are unable to retrieve the item(s) in person, they may request shipping. Individuals will be responsible for the shipping cost and a $25 service fee.
 
  • To arrange shipping, the Phoenix Mine operational managers will collect the individual’s first and last name, full shipping address (including zip code), and email address.
    • The item(s) will be weighed at the post office using the provided shipping address to determine the shipping cost.
    • The individual will be contacted via phone or email with the total cost of shipping, including the service fee. Once the shipping is approved, a Phoenix Mine staff member will collect payment via credit card.
    • Payment must be received before any item(s) will be shipped.
    • Once payment is processed, the lost item(s) will be shipped, and the individual will receive an email with the tracking number.
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