Terms and Conditions

Booking Conditions

All holidays can be subject to unexpected changes; in order to enjoy them, you should be prepared to be flexible where necessary. Occasionally, as stated, it may not be possible to follow the itinerary as planned. This may be for a variety of reasons: climatic, political, physical and others. In these circumstances, we will make the best possible alternative arrangements that maintain the integrity of the original itinerary.

Trek Iceland can modify and / or cancel departures and / or routes due to force majeure, weather conditions and / or routs-access path, in order to guarantee the security during the excursion.

Our guides reserve the right to refuse participation to any customer who they believe will not be able to complete the tour because of their physical condition, injury or illness. In such cases, full cancellation charges apply.

Booking Terms & Conditions

Trek Iceland is a part of the Arctic Adventures Family and therefore abide by the same terms & conditions. These terms and conditions may be amended from time to time and apply to all of our services.

By accessing, browsing, using and/or completing a reservation through our (mobile) website you acknowledge and agree to have read, understood and agreed to be legally bound to the terms and conditions set out below. No contract between the customer and Trek Iceland shall come into existence until Trek Iceland receives full payment and issues a confirmation invoice. The customer making the booking accepts these conditions on behalf of all members of their travel party and is responsible for the entirety of the payment.


Arctic Adventures is a tour operator, offering a wide range of adventure tours in Iceland.
Bookings can be made directly through Arctic Adventures, its sub-brands and/or any other website through which Arctic Adventures makes their services available. If you are having any problems booking through Arctic Adventures website www.adventures.is then please contact our Customer Support Team.

Arctic Adventures reserves the right to alter itineraries and/or timetables should it be necessary, due to adverse weather and or other related conditions.  Arctic Adventures is not responsible for expenses and/or other related costs due to factors outside of its control, such as flight delays, changes and or cancellations, injuries, weather, war, natural disasters etc. and/or other unforeseeable matters. You are responsible for providing Arctic Adventures with the correct contact information and related details so that we can keep you informed in the event of changes made to the services booked.

1. Prices

Please note that all prices for the services provided by Arctic Adventures and its sub-brands are in the company’s local currency,  Icelandic Krona (ISK). As a local operator, Arctic Adventures cannot be responsible for currency fluctuations and or additional fees outside its control that may be applied such as bank transfer fees, credit card fees and etc.

All prices shown on our (mobile) website are based on current prices. All prices mentioned on our (mobile) website include value-added tax. Trek Iceland reserves the right to alter or change already published prices on the website without prior notice in the event of currency fluctuation, government taxes, or any such costs increases that are outside Trek Iceland‘ control. Prices are guaranteed against any surcharge after an invoice has been issued, unless the increase is due to government laws or currency changes and amounts to 5% of the tour price or more. The amounts that exceed 5% will be charged and clients will be entitled to cancel their booking with a full refund if the surcharge exceeds 10%. Any increase due to changes in government laws, i.e. tax changes will be added to the invoice.

2. Special offers & Promotional codes

Please note that special offers such as promotional codes cannot be applied to a reservation after a purchase has been made such as in the form of a refund. When offered, promotional codes and/or other special offers must be entered into the relevant field located on the payment page upon check out at the time of booking in order to be valid and applied.

Please note that all special offers such as promotional codes and/or early bird discount only apply to the price of the tour. Extras and rental gear are not subject to discount.

Early bird discount is applied to the final price of the tour, if a special offer/promotional code is used, the early bird discount applies to the discounted price (full price less special offer/promotional code).

3. Best Price Guarantee

We guarantee that you always get the lowest price when you reserve a tour through our direct channels.. or we‘ll match the lower price! It’s easy to apply for the Best Price Guarantee on www.adventures.is

Here‘s how it works:

  1. Make a confirmed reservation through one of our direct channels (any Arctic Adventures website).
  2. If in the following 24 hours you find a lower online rate for an equivalent offer on another website (same tour, same date, same departure time etc.) send us a mail through our Customer Support Team, attaching the required supporting documents to request application of the best price guarantee. Please note that holiday pricing and special offers and promotions do not fall under the best price guarantee. For the best price guarantee to be applicable the other offer has to be for the same tour, same date, same departure time and have the same inclusions, cancellation policy and conditions.
  3. One of our agents will then check that the lower rate on the other website complies with the Terms & Conditions of the Best Price Guarantee according to the rate and conditions you provide. If the rate mentioned meets the necessary Terms & Conditions, we will process a refund for the price difference and send you an email confirmation once processed.
  4. If the rate mentioned does not meet the necessary Terms & Conditions, we will send you an email response justifying our answer.

4. Pick-up & Drop-off Services

Arctic Adventures offers pick up and drop-off services for most of its tours. Please read the tour description very carefully to see if pick-up and drop-off services are included in the price, can be added as an extra or the activity in question only offers the option of meeting us on location.
You as the traveler are responsible for your pick-up, this includes providing Arctic Adventures with your pick up location in time as well as being ready at the correct time for the pick-up for your tour. Arctic Adventures will provide you with information about your pick up time on your voucher which is provided upon booking. If you are unsure when to be ready for your scheduled tour then please contact our Customer Support Team.

Please note that missing the pick-up does not entitle you to a refund of the price paid for the services. You are responsible to be ready for pick up at the assigned pick up point from the start of the pick up time in order to not miss our guides when they arrive to pick you up.

5. Meeting us on location

If you are planning to meet us on location for your tour then please be sure that this can be arranged. For most of Arctic Adventures tours, it is possible to meet us on location. Please read the tour description of your tour very carefully to see if meeting us on location is possible for the activity in question.  Please note that there are still some tours where this cannot be offered. If you are unsure which tours this follows under then please contact our Customer Support Team.
You as the traveler are responsible for arriving at the meeting point in time for your tour.  This includes being ready at the correct time at the correct location in time for your adventure tour. Arctic Adventures will provide you with information about the meeting point for your tour on your voucher which is provided upon booking. If you are unsure when to arrive for your scheduled tour then please contact our Customer Support Team.

Please note that if you do not arrive in time for your tour and/or are late to the meeting point of the tour, that is to say you do not arrive at the correct meeting point at the correct time for your adventure tour then you are not entitled to a refund of the price paid for the services.

6. Extras & Rental gear.

Extras and rental gear can both be added upon booking your tour as well as afterwards as long as it is made no later than the evening before your tour departure date. If you have already made a reservation with us and would like to add any extras and/or rental gear to your reservation then please contact our Customer Support Team.
Please note that all extras and rental gear reservations are final. No refund is given for extras & rental gear, this includes single supplements, hiking shoes, waterproof jacket and pants etc.

Please note that all extras and rental gear reservations fall under the same cancellation terms as the tour purchased. This includes single supplements, hiking shoes, waterproof jacket and pants, etc. After the tour departure, the extras become non-refundable. Please see section 16 for details on the cancellation policy.

Safety equipment needed for each tour is provided by Arctic Adventures and is not classified as rental gear.

7. Travel insurance

As with any and all world travel, we strongly recommend that you purchase travel a travel insurance policy in your home country that covers your cost should you have to cancel your travel reservation with short notice. These kind of travel insurances are not expensive and frequently cover other risks. Having travel insurances is always a good idea when traveling around the world.

8. Icelandic weather and conditions 

All adventure trips and outdoor activities are dependent on weather and general conditions. Arctic Adventures reserves the right to alter routes, itineraries, departure times and or cancel your trip without prior notice with your safety in mind, should the necessity arise.

Please keep in mind that Iceland is and will always be Iceland. The weather changes fast on our northern island and with it, conditions change. Our guides are specially trained to deal with changing conditions and their number one priority is to make decisions with your safety in mind. Please be aware of this and respect your guides authority to do so. This is especially valid for winter travel in Iceland. Our summer trips (excluding high alpine trips), operated from June through August, are rarely adversely affected by harsh weather.

Arctic Adventures cannot be held responsible for any loss, damage, accident, injury, sickness, schedule change or other factors due to weather, strike, natural disasters or any other cause beyond Arctic Adventures‘s control. Arctic Adventures acts in good faith and cannot be held responsible for defaults or delays of organizations that are not a part of the Arctic family such as individual agencies, hotels, other tour operators, airlines, guides, restaurants or any other person‘s or company‘s act.
In the case of any changes to flights (domestic and international), the passenger is responsible for any additional costs incurred as a result of such changes (i.e. additional hotel nights, meals, transfers, etc.), at the time provided. We, therefore, advise all customers to have comprehensive travel insurance to meet all contingencies.

9. Clothing

Appropriate footwear and suitable outdoor clothing must be worn. We reserve the right to refuse participation to customers who are dressed inappropriately or with inappropriate footwear since this will put the client’s well-being and safety at risk. In such cases, full cancellation charges apply.

10. Assumed risk & Outdoor activities

Guests/Clients are advised that all activities are undertaken entirely at their own risk and they must behave in a fit and proper manner at all times in accordance with Arctic Adventures, Arctic Rafting, Glacier Guides, Trek Iceland, Snowmobile.is or their partners’ guidelines and must take proper responsibility for their own safety. All adventure tours and outdoor activities carry inherent risks and Arctic Adventures or its partners do not assume any responsibility for accidents that are caused by its customers or can be traced to their own actions or are caused by factors outside of human control (Force majeure). With the purchase of your trip you agree to these conditions, understand its implications and accept responsibility for your participation in your trip. Depending on the excursion, you may be requested to sign an additional liability release. In such cases, full cancellation charges apply.

11. Alcohol and drugs:

We reserve the right to refuse participation to clients we believe are under the influence of alcohol or drugs, in such circumstances, no refund shall be given. Our guides reserve the right to refuse participation to any customer whose conduct or manner is likely to cause offence, upset or put other passengers in danger. In such cases, full cancellation charges apply.

12. Reviews & Feedback

Arctic Adventures welcomes all feedback, both positive as well as negative as it helps us improve our overall services, and performance. We would greatly appreciate it if you could share your tour experience with us.
Please note that all complaints must reach Arctic Adventures within 5 days from the completion of your tour. Otherwise, possible compensation is not valid.

13. Terms of Payment

13.1. Trek Iceland accepts all major credit and debit cards as well as AliPay. Purchases made via credit/debit card will go through 3D Secure. Trek Iceland requires a deposit payment or the full amount at the time of booking, depending on when the booking is made and what type of tour package is booked:

  • Day Tours operated by Trek Iceland, booked with more than 21 days before departure: Trek Iceland offers the option of a 10% deposit payment or full payment of the tour price.
  • Day Tours operated by Trek Iceland, booked 21 days or less before departure: Full payment is required upon booking.
  • Multi-day, Self-Drive, Stopover Packages, Group & Trekking Tours operated by Trek Iceland, booked with more than 21 days before departure: Trek Iceland offers the option of a 10% deposit payment or full payment of the tour price.
  • Multi-day, Self-Drive, Stopover Packages, Group & Trekking Tours operated by Trek Iceland, booked 21 days or less before departure: Full payment is required upon booking.
  • Custom & Private Tours: For itineraries that have been customized by a travel consultant, you may choose to pay a deposit or full payment at the time of booking. If the customized booking is purchased 30 days or less before your arrival, full payment is the only option.
  • Day Tours operated by trusted partners: 10% deposit is available if booked with more than 21 days notice, full payment always available.
  •   Multi-Day Tours operated by trusted partners: 10% deposit is available if booked with more than 21 days notice, full payment always available.

13.2. If a deposit payment is made, as listed in 14.1., the remaining balance (full payment less deposit) for all tours (day tours, multi-day, self-drive, stopover packages, group & trekking tours) operated by Trek Iceland is due no later than 14 days before the start time of your departure. You will receive a notification 21 days prior to departure, reminding you of the outstanding balance. If the remaining balance is not finalized with more than 14 days before departure, the 10% deposit becomes non-refundable (applicable to all tour types). The deposit payment is otherwise refundable according to the terms and conditions of each tour.

13.3. Delayed Payments: Trek Iceland reserves the right to treat cases of delayed payments as a cancellation of the booking, and the company can withdraw its confirmation of services. Please note that this only applies if payment has not been made at least 2 weeks prior to the tour departure, and no agreement has been made for paying the remaining balance. In case of delayed payments, the 10% deposit becomes non-refundable and the reservation counts as canceled.

14. Governing Law and Jurisdiction

14.1. This agreement shall be exclusively governed by and construed in accordance with Icelandic law.

14.2. Any disputes arising out or in connection with this agreement shall exclusively be submitted to and dealt with by the district court of Reykjavík.

Arctic Adventures Cancellation Policy

All cancellation fees held by Arctic Adventures are only intended to cover our direct cost of amending and/or cancelling your reservation.

All communications relating to these terms and conditions (in particular any requests to cancel or amend your tour arrangements) must be from the lead traveler of each reservation and processed through the My Adventures portal where travelers can manage their bookings. Once delivered the amendment and/or cancellation needs to be confirmed by Arctic Adventures before further action can be taken. If a reimbursement is in order then it shall be made in accordance with all procedures and processed as soon as possible, and the stipulated amount will be transferred to the same credit card that was used upon booking. Please note that we can not be responsible for delays of the delivery of the reimbursement to your account once it has been processed on our end. For tours purchased through another vendor please reach out to the vendor directly with your refund and/or cancellation request. Due to unusual circumstances and high load, it may be expected that cancellation process will take up to 6 - 8 weeks after cancellation is registered in our systems.

15. Cancellation fees & charges

Changing the number of people in a booking to a smaller number is considered cancellation for the change in number of participants. Such cancellations are subject to cancellation fees as per the below.

 As we start to incur costs from the time the contract is confirmed we will apply cancellation charges as shown below from the time when written notification of the cancellation is received:

Cancellation of Day Tours

 

More than 24 hours’ notice

Full refund* **

Less than 24 hours’ notice

No refund*

     

* Applicable when full payment has been made. In case of deposit payments, the deposit becomes non-refundable in case of delayed payments.

** A service fee of ISK 300 will apply for all refunds of tours that were cancelled due to a customers' request and that were purchased directly through our website from July 10th, 2020. The service fee of ISK 300 will be deducted from the refunded amount.

For all bookings of day tours operated by Arctic Adventures (or any of Arctic Adventures sub-brands), a minimum of 24 hours’ notice of cancellation or amendment prior to your scheduled tour departure is required for a full refund. If a cancellation is made with less than 24 hours’ notice prior to departure no refund is given. For the 24-hour policy to be applicable cancellations need to be made and delivered to Arctic Adventures through the My Adventures portal. The 24-hour policy does not honor cancellation requests sent through other channels. If the customer portal is inaccessible, all cancellations must be delivered in writing via the customer contact form and sent by the lead traveler.

For reservations that have a 10% deposit payment (not full payment), in case of delayed payments, the 10% deposit becomes non-refundable if payment is not finalized with more than 14 days before departure.

Extras and rental gear, booked as part of a day tour fall under the terms as stated here above. 

Please note that this only applies to tours operated by Arctic Adventures. Tours operated by trusted partners are subject to the operators‘ cancellation policy. 

Cancellations of Multi-day, Self-Drive, Stopover Packages, Group & Trekking Tours

More than 14 days’ notice

90% refund**

Less than 14 days’ notice

50% refund* **

Less than 48 hours’ notice

No refund

Cancellations with more than 14 days’ notice before trip departure:

You will be refunded 90% of the total tour price. 10% is non-refundable, as this represents our direct cost of booking and preparing your tour.

Cancellations with less than 14 days’ notice before trip departure:

You will be refunded 50% of your total tour price. 50% is non-refundable, as this represents our direct cost of canceling any arrangements made for your tour.

* Delayed Payments on deposit reservations: Arctic Adventures reserves the right to treat cases of delayed payments as a cancellation of the booking, and the company can withdraw its confirmation of services. Please note that this only applies if a payment has not been made at least 2 weeks prior to the tour departure, and no agreement has been made for paying the remaining balance. In case of delayed payments, the 10% deposit becomes non-refundable and the reservation counts as canceled.

** A service fee of ISK 300 will apply for all refunds of tours that were cancelled due to a customers' request and that were purchased directly through our website from July 10th, 2020. The service fee of ISK 300 will be deducted from the refunded amount.

Cancellations with less than 48-hours’ notice before trip departure:

No refund will be given if tours are canceled with less than 48 hours’ notice, as Arctic Adventures will be charged for all costs such as guides, transport etc.

10% of the price of your trip is non-refundable, this percentage reflects our cost of booking and preparing your trip.

Extras and rental gear, booked as part of a multi-day tour fall under the terms as stated here above. 

16.2.1. Self Drive tours are not eligible for partial cancellations of included activities and/or passenger count. Complete cancellations follow the terms mentioned here above.

Note: If you’ve booked a multi-day tour with a promo code MULTIDAY15 between March 13 and June 15, 2020, you can cancel your booking up to 72 hours before the tour starts and get a full refund. If you cancel the tour within the 72-hour period before the tour begins, no refund will be issued to the traveler. Otherwise, it will follow the standard terms and conditions. This offer is valid only for the travel period between March 15 and December 31, 2020. (updated: March 24, 2020)

Cancellations of Private & Customized Tours

 

Cancellations of Private & Customized Day Tours (Individuals and Group Bookings)

More than 72  hours’ notice

90% refund*

Less than 72 hours’ notice

No refund

Cancellations of Private, Group & Customized Day Tours (Individuals and Group Bookings) made with more than 72 hours‘ notice (prior to departure):

You will be refunded 90% of the total tour price. 10% is non-refundable, as this represents our direct cost of booking and preparing your tour.

* A service fee of ISK 300 will apply for all refunds of tours that were cancelled due to a customers' request and that were purchased directly through our website from July 10th, 2020. The service fee of ISK 300 will be deducted from the refunded amount.

Cancellations of Private, Group & Customized Day Tours (Individuals and Group Bookings) made with less than 72 hours’ notice:

No refund will be given if canceled with less than 72 hours‘ notice, as Arctic Adventures will be charged for all costs such as guides, transport, etc.

Cancellations of Private & Customized Multi-Day Tours (Individual bookings, 1-9 participants)

More than 14  days’ notice

90% refund**

Less than 14 days’ notice

50% refund* **

Less than 72 hours‘ notice

No refund

Cancellations of Private & Customized Multi-day Tours (Individual bookings of 1-9 participants) made with more than 14 days‘ notice (prior to departure):

You will be refunded 90% of the total tour price. 10% is non-refundable, as this represents our direct cost of booking and preparing your tour.

Cancellations of Private & Customized Multi-day Tours (Individual bookings of 1-9 participants) made with less than 14 days’ notice:

You will be refunded 50% of your total tour price. 50% is non-refundable, as this represents our direct cost of canceling any arrangements made for your tour.

* Delayed Payments on deposit reservations: Arctic Adventures reserves the right to treat cases of delayed payments as a cancellation of the booking, and the company can withdraw its confirmation of services. Please note that this only applies if a payment has not been made at least 2 weeks prior to the tour departure, and no agreement has been made for paying the remaining balance. In case of delayed payments, the 10% deposit becomes non-refundable and the reservation counts as cancelled.

** A service fee of ISK 300 will apply for all refunds of tours that were cancelled due to a customers' request and that were purchased directly through our website from July 10th, 2020. The service fee of ISK 300 will be deducted from the refunded amount.

Cancellations Private & Customized Multi-day Tours (Individual bookings of 1-9 participants) made with less than 72 hours‘ notice:

No refund will be given if canceled with less than 72 hours‘ notice, as Arctic Adventures will be charged for all costs such as guides, transport, accommodation, etc.

Cancellations of Private & Customized Multi-Day Tours (Group bookings, 10+ participants)

More than 8 weeks’ notice

90% refund**

Less than 8 weeks’ notice

50% refund* **

Less than 4 weeks‘ notice

No refund

Cancellations of Private & Customized Multi-day Tours (Group bookings, 10+ participants) made with more than 8 weeks‘ notice (prior to departure):

You will be refunded 90% of the total tour price. 10% is non-refundable, as this represents our direct cost of booking and preparing your tour.

Cancellations of Private & Customized Multi-day Tours (Group bookings, 10+ participants) made with less than 8 weeks’ notice:

You will be refunded 50% of your total tour price. 50% is non-refundable, as this represents our direct cost of canceling any arrangements made for your tour.

* Delayed Payments on deposit reservations: Arctic Adventures reserves the right to treat cases of delayed payments as a cancellation of the booking, and the company can withdraw its confirmation of services. Please note that this only applies if a payment has not been made at least 2 weeks prior to the tour departure, and no agreement has been made for paying the remaining balance. In case of delayed payments, the 10% deposit becomes non-refundable and the reservation counts as canceled.

** A service fee of ISK 300 will apply for all refunds of tours that were cancelled due to a customers' request and that were purchased directly through our website from July 10th, 2020. The service fee of ISK 300 will be deducted from the refunded amount.

Cancellations of Private & Customized Multi-Day Tours (Group bookings, 10+ participants)  made with less than 4 weeks‘ notice:

No refund will be given if canceled with less than 4 weeks‘ notice, as Arctic Adventures will be charged for all costs such as guides, transport, accommodation etc.

 

Cancellations of Airplane & Helicopter Tours

More than 72 hours’ notice

90% refund*

Less than 72 hours’ notice

50% refund*

Less than 48 hours’ notice

No refund

 

Cancellations made with more than 72 hours’ notice (prior to departure):

You will be refunded 90% of the total tour price. 10% is non-refundable, as this represents our direct cost of booking and preparing your tour.

Cancellations made with less than 72 hours’ notice:

You will be refunded 50% of the total tour price. 50% is non-refundable, as this represents our direct cost of canceling any arrangements made for your tour.

Cancellations made with less than 48 hours’ notice:

No refund will be given if tours are canceled with less than 48 hours’ notice, as Arctic Adventures will be charged for all costs such as guides, transport etc.

* A service fee of ISK 300 will apply for all refunds of tours that were cancelled due to a customers' request and that were purchased directly through our website from July 10th, 2020. The service fee of ISK 300 will be deducted from the refunded amount.

Please make sure to fill in and/or provide all necessary details upon booking your adventure tour/s. Once you have completed the booking process a booking confirmation will follow, containing your booking number and the voucher/s for the services booked. The voucher will be your proof of payment so please bring it with you on the day of your tour. Please note that you are responsible for carefully checking all details on your confirmation and related travel documents to ensure that they are correct. In the event of a discrepancy, such as booking mistakes where the wrong date and/or an incorrect number of participants was booked please contact Arctic Adventures immediately as it may not be possible to make amendments to your reservation when it gets closer to your departure date. Arctic Adventures cannot be responsible for mistakes in the booking process.

Cancellation of partner tours:

Tours operated by trusted partners, as marked in the booking process, are subject to the partners‘ cancellation terms. The terms will be stated on the ticket after purchase. Information on the terms can also be provided in writing. Please contact Customer Care for further information.