CANCELLATION POLICY

At Hidden Iceland, we have always prioritised offering flexible cancellation policies and demonstrating understanding towards our clients, a commitment that predates the global pandemic. We view this as integral to the exceptional customer service standards we consistently strive to uphold.

We recognise that unforeseen circumstances can disrupt travel plans, despite meticulous planning and preparation. Likewise, we understand that cancelling holiday plans is not a decision taken lightly. Therefore, we are committed to collaborating with you to adjust your travel arrangements, restore your holiday plans, or facilitate a full refund if travel becomes truly impossible.

For comprehensive details regarding our booking terms and conditions for booking and participating in tours, please read the full terms here. For full cancellation policies, please continue reading below.

Hidden Iceland aims to provide the most flexible cancellation policy that we can, but unexpected things can come up that stop you from being able to go on your dream trip, or require you to make a claim whilst travelling. We hope that it is never needed, but it is always best to be covered for any eventuality. We have partnered with Koala Travel insurance to offer Hidden Iceland clients Cancel For Any Reason (CFAR) Travel Insurance.

As the name suggests, you can cancel for any reason, no questions asked or proof required, up to 24 hours before your trip to get refunded at least 90% of the booking price. In many instances, if you cancel with more than 14 days notice, you will then get as much as 99% back of what you paid. As part of this insurance, you are also covered for medical expenses and repatriation services in case of any medical assistance being required from an injury or illness sustained whilst travelling.

To read more, get a quote or purchase this Cancel For Any Reason Travel and Medical insurance, click here. Please note, the insurance needs to be purchased within 14 days of paying the deposit for your tour. If you have any questions, feel free to reach out to your Hidden Iceland Travel Expert.

Travel Professionals

If you are a Travel Agent, Reseller, or OTA, reach out to us at info@hiddeniceland.is to gain access to our comprehensive Agent Terms & Conditions. These specialized terms supersede the standard policies outlined here, ensuring that our valued partners have access to tailored agreements that best suit their needs and operations.

Cancellations Policy & Refunds of Package Tours

The below cancellation policies apply to the cancellation of package tour cancellations. All packages tour cancellation policies depend on the number of people travelling in your party. Private groups that are larger than 8 people, or that require the booking of at least 4 hotel rooms each night, are classed as group bookings.

Please note, special exceptions apply

1. If an individual component of a tour is cancelled (i.e. not the entire trip), then the cancellation policy of that specific item may apply.
2. Occasionally, some activities and accommodations we utilise for your package will have conflicting cancellation policies that require an additional notice period or upfront payment. It is the responsibility of Hidden Iceland Travel Experts to make you aware of these additional terms before booking.

Cancellation policy on Private Day Tours
FIT & Group Bookings

For all bookings of private day tours, where only the day tour is arranged, and no accommodation, the following cancellation policy applies. Hidden Iceland will endeavour to accommodate your request for rescheduling to an alternative tour departure, whenever feasible.

Cancellation policy on Multi-Day Package Tours
FIT bookings of 1–8 people or 1–4 hotel rooms

If your travelling party includes less than 8 people (or less than 4 hotel rooms) the following policy applies.

10% of the total tour cost is always non-refundable if the tour is cancelled. This covers our transactional and administrative costs as a result of booking and cancellation. Please note that If you have only paid a deposit when the cancellation request is received, the cancellation fee is based on the full tour price.

To extend the duration that you can cancel and still receive at least a 90% refund, then you can look into taking out Travel Insurance. With Koala’s Cancel For Any Reason (CFAR) Travel Insurance, as the name suggests, you can cancel for any reason, no questions asked or proof required. This allows you to be refunded at least 90% of the booking price. In many instances, if a cancellation occurs with more than 10 days notice, you will get up to 99% of the booking price refunded. As part of this insurance, you are also covered for medical expenses and repatriation services in case of any medical assistance being required from an injury or illness sustained whilst travelling. To read more, get a quote or purchase this Cancel For Any Reason Travel and Medical insurance, click here. Please note, the insurance needs to be purchased within 14 days of paying the deposit for your trip.

1. Occasionally, some activities and accommodations we utilise for your package will have conflicting cancellation policies that require an additional notice period or upfront payment. It is the responsibility of Hidden Iceland staff to make you aware of these additional terms before any booking. If you have included any of the below accommodation options, into your package, then the following cancellation policies apply to your booking, on top of the listed Hidden Iceland cancellation policy. This list is not exhaustive, during the booking process, your Travel Expert might identify other included options that have a more strict cancellation policy that needs to be applied.
   1. Retreat Blue Lagoon: If you are including the Blue Lagoon Suite at Retreat Blue Lagoon, then that room has a 30-day cancellation policy. Cancellation within 30 days (and more than 14 days), then the cost of that room is additional in cancellation fees to Hidden Iceland’s cancellation fees. This only applies to the Blue Lagoon Suite, and not the Junior Suites or regular suites.
   2. Dalur Luxury Resort: If you are booking lodges or properties from Dalur Luxury Resort then the entire cost of accommodation applies as a cancellation fee, for cancellations within 2 weeks of travel (but more than 14 days of travel). This is on top of Hidden Iceland’s cancellation fee.
   3. Deplar Farm by Eleven Experience: If you are booking Deplar Farm by Eleven Experience, then this component is not refundable upon booking. If you cancel more than 30 days before the tour starts, then you can move the booking to a new travel date, within one year of the original planned dates. Cancellation less than 30 days (and more than 14 days) notice, incurs the entire fee of this accommodation, on top of Hidden Iceland’s cancellation fee.
   4. Torfhús Retreat: Requires cancellation more than 30 days before the trip to be entitled to a refund of that accommodation. Less than 30 days but more than 14 days means that the cost of this accommodation is applied as a fee, on top of Hidden Iceland’s cancellation fees.
   5. The Reykjavík Edition by Marriott: All bookings between July 1st to August 31st and between Dec 24 to Jan 1st, each year, are subject to a 30-day cancellation policy. However, the Penthouse & Corner Suites at Reykjavík Edition have a 45-day cancellation policy year round. If cancellation is received with less than 45 days (but more than 14 days) notice, then the cost of the entire stay at this accommodation (all rooms) during this New Year’s Eve period, or in the Penthouse (all year) is applied as a fee on top of Hidden Iceland’s cancellation fee.

Cancellation policy on Multi-Day Package Tours
Group bookings of 8+ people or 4+ hotel rooms

Unless specified, the following cancellation policy will apply for any group packages with more than 8 guests (or 4 hotel rooms).

10% of the total tour cost is always non-refundable if the tour is cancelled. This covers our transactional and administrative costs as a result of booking and cancellation. Please note that If you have only paid a deposit when the cancellation request is received, the cancellation fee is based on the full tour price.

To extend the duration that you can cancel and still receive a 90% refund, then you can look into taking out Travel Insurance. With Koala’s Cancel For Any Reason (CFAR) Travel Insurance, as the name suggests, you can cancel for any reason, no questions asked or proof required. This allows you to be refunded at least 90% of the booking price.

In many instances, if a cancellation occurs with more than 14 days notice, you will get up to 99% of the booking price refunded. As part of this insurance, you are also covered for medical expenses and repatriation services in case of any medical assistance being required from an injury or illness sustained whilst travelling. To read more, get a quote or purchase this Cancel For Any Reason Travel and Medical insurance, click here. Please note, the insurance needs to be purchased within 14 days of paying the deposit for your trip.

Tour Cancelled by Hidden Iceland

In Iceland, weather conditions can be harsh, unpredictable, and occasionally unsafe, although such occurrences are infrequent. If Hidden Iceland needs to cancel or amend your tour due to adverse weather or other localized effects hindering tour operations, you will receive a refund for the cancelled portion, or tour amendment as agreed. This decision is always made with your safety, as well as ours, in mind.

Weather-related cancellations can occur at any time, including on the morning of your tour or even during the tour itself. While we make every effort to provide notice of such cancellations, the changeable weather patterns in Iceland often make accurate forecasts challenging until shortly before the tour.

To ensure timely communication, please ensure that Hidden Iceland has your current contact details, including a working phone number and email address. This will enable us to coordinate with you if any adjustments are required.

Cancellation Policy, Terms & Conditions

Force Majeure

Defined as an unforeseeable circumstance that prevents someone from fulfilling a contract beyond the reasonable control of a party. Hidden Iceland reserves the right to suspend or terminate the performance of its obligations when certain circumstances beyond their control arise, making performance inadvisable, commercially impracticable, illegal, or impossible.

These unforeseeable circumstances include (but not limited to) the following: War, riots, fire, flood, hurricane, typhoon, earthquake, volcanic eruptions, lightning, rock slide, explosion, strikes, lockouts, slowdowns, pandemics, epidemics, other public health concerns, international travel restrictions, terrorism, prolonged shortage of energy supplies, and acts of state or governmental action prohibiting or impeding any party from performing its respective obligations under the contract.

In the event of Force Majeure Hidden Iceland will not be liable for any refunds and this clause will supersede all other cancellation policies, when appropriate. With that said, Hidden Iceland will always endeavour to rearrange, reschedule or change your booking whenever possible.

We again, advise that all travellers take out comprehensive travel insurance that includes Cancel For Any Reason (CFAR) to cover Force Majeure and all other eventualities for international travel.

Cancellation Process

All communications relating to these terms and conditions (in particular any requests to cancel or amend your tour arrangements) must be from the lead traveller of each reservation and delivered by email to info@hiddeniceland.is in order to be valid. Once received the amendment and/or cancellation needs to be confirmed by Hidden Iceland before further action can be taken.

If a reimbursement is in order then it shall be made in accordance with all procedures and processed within 7 working days. The stipulated amount will be transferred to the same credit card that was employed for the acquisition of the tour. Please note that we can not be responsible for delays/ or additional transaction fees or currency conversion fees of the reimbursement to your account once it has been processed by us.

Unsure? Get in touch.

The cancellation policy that applies to your booking is the one specified on your booking confirmation, or that was outlined in writing by your Hidden Iceland customer representative or management. If you are unsure as to what applies for your booking, or want to know your options? Please get in touch with us via email and we will help.

These terms and conditions are in accordance with Icelandic law. They are reviewed and updated regularly. Therefore, the cancellation policy that is outlined on your ticket is the cancellation policy that applies to your booking. This is regardless of any changes made to policies following your booking.