We booked the tour several weeks before our trip and were very glad we did as we really wanted to experience the Napa area on a guided tour without one of us having to drive and the other navigate. Unfortunately, the website description is very clear about their refund policy. Also unfortunately, the day that we arrived, I had a medical emergency and ended up spending half our trip in the hospital. They were gracious enough to allow us to change the date (to another date while I was still in the hospital) without the fee. My wife has called a number of times and asked to speak to a manager but keeps getting told that they are too busy or out of the office. We were really hoping that we might get a credit that we could use on a future trip but we can't even get anyone to talk to us about it now. I think we made their naughty list! Anyway, there are several tour companies that operating in the area and I would highly suggest using another one or at least getting travel insurance in case you have some sort of accident that prevents you from following their carved in stone rules.
So, they got our money, didn't take us on the tour, and won't talk to us about a refund or credit. Ok, I think I see how it works. Just like Vegas, the House always wins.