General

Tourism Iceland is an Icelandic tour operator offering guided day tours from Reykjavik as well as transfers to and from the Blue Lagoon and Keflavik International Airport via our trusted partners. Our products and associated services are available through purchase on our website www.tourismiceland.is and any other resellers affiliated to Tourism Iceland.

Tourism Iceland reserves the right to alter routes, itineraries or timetables without prior notice, should the necessity arise. Tourism Iceland is not responsible for losses in the event of Force Majeure, such as natural catastrophes, strikes, weather, war or other causes outside of the control of Tourism Iceland. Such losses and expenses are the personal liability of the traveler. We advise all customers to have a travel insurance, as they travel at their own responsibility on tours and transfers.

As a customer, you agree to comply with and are legally bound to our Terms and Conditions. It is your personal responsibility to read our Terms and Conditions and inform all the parties of your group about them before joining our tours.

Product delivery

The customer(s) will receive a booking confirmation and a receipt for the purchase of our tour(s). Customer(s) are required to present the receipt on an electronic device or print out when boarding our vehicles. The customers will also receive a booking number that is required to change or cancel a booking.

Regarding the details of their booking(s) – the number of passengers, contact details, pick-up time and pick-up location – if they did not finish filling out the complete information or filled out incorrectly during their booking process, it is the customers’ responsibility to contact us to update the information or contact our Customer Support team at info@tourismiceland.is with the updated information. Should the customers fail to update information or contact the Customer Support team in due time, Tourism Iceland will not accept any liability for losses or mistakes.

Tourism Iceland offers packages combining several day tours as well as transfers for a reduced price (“Special Offers”). They are only confirmed once manually processed by the booking team who will send by email the individual tickets along with the instructions to the customers.

Departures and Pick up

The pickup time and location are indicated on the voucher provided by our Customer Support team. Any information regarding pick up time and location provided by any of our resellers need to be confirmed with our team at least 72 hours prior to the tour by email at info@tourismiceland.is.

It is the customers’ responsibility to arrive at the designated pickup location at the exact time indicated on the voucher. Should the customers fail to comply with these conditions, Tourism Iceland reserves the right to cancel the booking. Tourism Iceland might in single cases grant a free rescheduling or rebooking to the customer, in those cases no refund, be it full or partial, will be issued.

On board and during the tour

1) It is the customers’ responsibility to behave according to normal social standards towards the other passengers and the staff while on board and outside the vehicle during the visits. The company reserves the right to refuse or terminate service to any customer without obligation to explain or provide the reason in case of unacceptable behavior (see below cases). Furthermore, the company also holds right to refuse service and any further communication, plus right to communicate with relevant governmental agencies, in any case, pertaining to, but not limited to:

• –Physical, Sexual and Verbal harassment to staff or any fellow traveler
• –Threat, libel or slander of staff or any fellow traveler
• –Physical harm to others and oneself
• –Discrimination based on skin color, race, gender expression and identity, sex, physical appearance, age, religion, and bigotry
• –Fraud, theft or intention to cheat the company

Please note that any aggressive or discriminatory mode of communication (including phone and emails) will not be entertained and can lead to cancellation of your tour without any notice.

The Icelandic law requires each passenger to fasten their seatbelts while on board. Not complying with the law can lead to expulsion from the vehicle. Booster seats (for children of the age 4-12) and Children’s Safety Vehicle Seats (for children of 2+ years) are available upon request at info@tourismiceland.is.

Customers are given a certain time to visit each site – this time is given by the tour guide/driver before exiting the vehicle at each stop. It is the customers’ responsibility to come back to the vehicle on time. If the customers fail to comply and are late or missing, Tourism Iceland reserves the right to continue the tour as scheduled. In such events, the customers will have to find other means of transportation at their own expense. Tourism Iceland will not provide any partial or full refund for the tour or any transportation used to return to the customers’ accommodation. The customers will have to meet us at our office during opening hours to collect their personal belongings potentially left on the vehicle.

Iceland is known for its ever-changing weather. It is the customers’ responsibility to check the forecasts prior to the tour and dress accordingly. We always recommend wearing warm, sturdy, wind and waterproof clothes during the tours – all year round in Iceland. All our tours include short or medium walks from the vehicle to the viewpoints/points of interest. Tourism Iceland will not provide any equipment or clothes.

No liability is accepted for losses, theft or expenses that should occur on a tour. Such losses and expenses are the personal liability of the traveler. We advise all customers to have a travel insurance, as they travel at their own responsibility on tours and transfers.

2) Travelling with young children

We reserve the right to restrict children under the age of 8 from joining certain tours, restrictions apply for tours sold on our website (www.tourismiceland.is) and through partners. Our policy on age restrictions is outlined on these select tours due their unsuitability for young children. Please go to our travelling with young children page for further information and advice.

Please note, when booking a tour, if the option to book a child ticket (2-7 years) is not possible this means that a child under the age of 8 is not permitted on the tour. The company reserves the right to refuse service to any party with a child who is booked onto a tour where young children are not permitted. In cases where a party is booked on a tour where child restrictions apply and service is refused, no refund is possible. Aside from individual tour age restrictions, the company age restriction/s strictly forbid children under the age of 2 years old to join any of our tours.

Cancellation right / right to return and refund

For rescheduling, re-booking and canceling please contact us via e-mail info@tourismiceland.is and include your booking number.

In case of a cancellation of any tour by Tourism Iceland (due to unfavorable weather conditions, technical difficulties or else independent of our control), you will be offered to:

• –Either reschedule to another date of your choice (free of charge and provided there is availability)
• –Or rebook to another tour (provided payment of the due amount before the tour if applicable and provided there is availability)
• –Or get a full refund

Customers joining the Northern Lights tours, including combo tours that contain a Northern Lights itinerary, who do not see the lights due to low visibility are not entitled to a refund. Tourism Iceland reserves the right to cancel a booking when a tour was open to booking but should not have been available. In that case, the customers would be fully refunded if rescheduling is not possible.

All cancellations from customers should be notified via email to info@tourismiceland.is or call at given number at least 72 hours prior to pickup time.

• –If a cancellation request from a customer is received with more than 72-hour notice, a full refund is given.
• –If a cancellation request from a customer is received with less than 72-hour notice or if the customers are a “no-show”, the trip will be charged full price.
• –If a cancellation request from a customer regarding a package consisting of multiple tours (“Special Offer”) is received with less than 72-hour notice prior to the first activity or other booked item time, the whole package will be charged full price.

Private Tours

Our cancellation and refund policy for private tours differs from our scheduled group tours.

Private Day Tours

10% of the tour price is non-refundable.

We require 72 hours notice of cancellation generally. No refunds are offered for cancellations made less than 72 hours before the scheduled start of the tour.

If booking a tailored private day tour or a tour for a large group our refund policy may differ.

Private Multi-day Tours 

10% of the tour price is non-refunable.

Due to the nature of multi-day tours, we require at least 4 weeks notice of cancellation.  

Refunds

As a customer of Tourism Iceland’s product, it is your responsibility to contract a personal health and travel insurance. Iceland is known for its ever changing weather and unforeseen cancellations due to weather can occur with very short notice. This section of our Terms and Conditions aims at presenting cases making it clear whether customers are entitled to a refund or not. 

Below is a complete list of cases and how the refund policy would apply:

Cancellations:

• –The customer contacts us by email/phone/through the reseller’s platform at least 72 hours before the departure time –  full refund
• –Tourism Iceland cancels due to too few passengers and the customers cannot reschedule or do not wish to be rebooked with another company – full refund
• –Tourism Iceland cancels due to bad weather conditions and the customers cannot reschedule or rebook to another tour –  full refund

No Show:

• The customers got confirmed a wrong pickup location resulting from Tourism Iceland doing:
• –The customers can reschedule the tour to another day – free rescheduling only
• –The customers can rebook the tour to another tour the another day – free rebooking only
• –The customers can’t reschedule or rebook – full refund

Tourism Iceland’s customer support team sent the customers the pickup confirmation email and it is confirmed that it was open (answered or not) and the customers were not found at their designated pickup location:

• –The customers can reschedule to another day – free rescheduling only
• –The customers can rebook to another tour another day (except Northern Lights tours) – the customers will be charged the price difference (if applicable) 
• –The customers can’t reschedule or rebook – no refund

Tourism Iceland’s customer support team sent the customers the pickup confirmation email and it is confirmed that it was open (answered or not) and the customers were late at their pickup location, they took a taxi to meet us – no refund of the taxi fees

Delayed/cancelled flights:

The customers booked the tour/transfer starting within more than 3 hours from the landing time, for instance the customers are landing at 06.00 am at Keflavik International Airport and booked our Golden Circle Afternoon tour at 10.30 am. The Customer Support team will ask the customers to send their Flight confirmation:

• –The customers can reschedule to another day – if available, extra charges will be included 
• –The customers can rebook to another tour another day – if available
• –The customers can’t reschedule or rebook – no refund as the airline is responsible for granting compensation to their customers

The customers booked the tour starting within less than 3 hours from the landing time, for instance the customers are landing at 06.00 am at Keflavik International Airport and booked our Grand Golden Circle tour at 08.00 am. Tourism Iceland’s customer support team will ask the customers to send their Flight confirmation – no refund as it is the customers’ responsibility to book tours allowing them enough time to reach their pickup location and flexibility in case of delays 

If the flight is cancelled, the airline is responsible for granting compensation to their customers – no refund

Sickness/death in the family: 

• –The customers send an email overnight and ask to cancel because they got sick or someone back at home died/got sick. The customers can show a doctor’s note/new plane tickets to support their claim – no refund
• –The customers send an email overnight and ask to cancel because they got sick or someone back at home died/got sick. The customers cannot show a doctor’s note/new plane tickets to support their claim – no refund

Guests who are unable or unwilling to finish the tour due to their own personal decision or due to unforeseen circumstances such as sickness will be considered as a late cancellation and as such will not be automatically entitled to any refund either in part or in full. Based on availability we may offer the guest to reschedule but this decision is made entirely at the discretion of Tourism Iceland and will be taken on a case by case basis.

Price and Payment

1) Please note that prices online can change without notice. The relevant price for a tour booked through our website(s) is always the one displayed to you during checkout when you enter your name and contact details.The official price catalog is always the one that is published in our brochure. For the duration of the validity of the brochure, a customer can request to book for this price. The price on our website(s) can differ from the official price catalog.

All tours and activities must be fully paid before boarding the vehicle to guarantee your seat. No payment on the vehicle will be accepted. If your booking requires further payment, it will be processed over the phone by our Customer Support team via credit card details or at our office. Should the due payment be missing, we reserve the right to cancel your booking. Your credit card information as well as your personal contact details are confidential and shall not be shared with any third party without your consent.

2) Special offers and promotional codes

Please note that limited time only offers such as promotional codes cannot be applied to a booking after purchase has been made such as a retrospective refund. Simply enter the promotional code into the relevant section when booking. If a promotion has an asterisk (*) this means that the offer is valid on Tourism Iceland day tours only. The asterisk indicates that this offer is not valid on northern lights tours, airport transfers or any products listed in our experiences page. Only one discount is applicable to a booking at one time. Promotional codes are not valid on any of our special offer packages as a discount is already applied to the products.

Confidentiality

The seller holds all information from the buyer in relation to the purchase as confidential. Under no circumstances will information be handed to a third party.