CANCELLATION POLICY

Hidden Iceland has always endeavoured to offer the most flexible cancellation policies, and to be as understanding as we can. Even before the COVID-19 global pandemic. We believe that it is all a part of the high levels of customer service that we always strive to provide.

We also understand that events can arise that can affect your travel plans, despite how much planning and prevention is put in place. Holiday plans do not get cancelled lightly. So we will always try to work with you to adjust your travel plans, get your holiday back on track, or refund you the full amount you are entitled to, if it really isn’t possible to travel. Please read on for our full cancellation policy details, as well as the terms and conditions for booking and joining our tours.

To familiarise yourself with our booking terms and conditions you can read our full terms here.

 

Vík í Myrdal church photo by Norris Niman. Feature

Our cancellation policies differ slightly depending on the type of trip you have booked. Usually this is to do with group sizes and whether the tours are day trips or longer trips. If we can avoid any costs of cancellation, like for accommodation charges, then we will pass that refund on to you. As always, if you are unsure or are looking for specific information for your booking, or want to understand your options, please get straight in touch with us via phone or email.

Reschedule or Defer Your Booking for FREE!

Bookings of all Hidden Iceland operated tours allow for you to defer or reschedule your tour to a later date, with no fees to do so. This is of course only possible with sufficient notice for us to avoid any charges for hotels or partner activity operators that are included in your tour. For most bookings this would be possible with 3 or more days notice before your planned travel dates. If you are travelling in or as part of a larger group (more than 8 people, or more than 4 hotel rooms booked each night) then your booking will class as a Group Booking. With Group Bookings we have a bit less flexibility with moving reservations or avoiding cancellation fees from hotels. Though we can if notice prior to travel is sufficient. Please get in touch with us to get advice for your group booking as to what we can do in your situation. We will always work to achieve the best solution for everybody.

Partner Tours / Activity bookings through Hidden Iceland are subject to the specified cancellation policies of the operator. However most of our partners are as flexible and great to work with as we are. That’s why we work with them! Again, we will endeavour to work with them and you, to get the best outcome for everybody. Just get in touch with us if you are unsure.

Cancellations Policy & Refunds of our Group Tours

The cancellation policies outlined below are for our scheduled, group tours that are directly bookable on our website. The policies vary based on whether the tour is just a day trip, or one of our longer multi-day tours that include accommodation.

REFUNDS ON GROUP DAY TOURS
For all bookings of scheduled, small group day tours operated by Hidden Iceland, a minimum of 24 hours notice of cancellation from the customer is required for a 100% refund. If cancellation is made after this time no refund is given. We will always endeavour to reschedule you onto a new trip departure, where possible.

Notice given

Cancellation fee

Notice of more than 24 hours

0%

Notice of less than 24 hours

100%

REFUNDS ON GROUP MULTI-DAY TOURS
For all bookings of scheduled, small group multi day tours operated by Hidden Iceland we will refund 90% of the cost of the tour if more than 7 days notice is given before the tour. If we receive the request less than 7 days, but more than 48 hours notice, you will be refunded 50% of the tour price. With less than 48 hours notice no refund is provided. We will always endeavour to reschedule you onto a new trip departure, where possible. All cancellation fees can be avoided if you opt to defer your booking, rather than cancel, as long as sufficient notice is given.

Notice given

Cancellation fee

Notice of more than 7 days

10%

Notice of 2-7 days

50%

Notice of less than 48 hours

100%

Cancellations Policy & Refunds of our Private & Self Drive Tours

The cancellation policies that apply for private or self drive tours are more dependant on the number of people travelling in your party. We are able to offer more flexible cancellation policies for smaller travelling parties. 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.

REFUNDS ON PRIVATE OR SELF DRIVE PACKAGES
1 – 8 PEOPLE OR 1 – 4 HOTEL ROOMS

If your travelling party includes less than 8 people (or less than 4 hotel rooms booked each night) then the following policy applies to you. In the event that travel is not possible you are able to reschedule this trip free of charge, and as many times as necessary, as long as the notification is provided at least 5 days before travel was planned. With more than 7 days notice of cancellation we will refund 90% of the cost of the tour, if the full amount has been paid. If we receive the request less than 7 days prior to travel then no refund is provided. We will always endeavour to move your booking to a future date at no charge, if sufficient notice is given.

Notice given

People / Rooms

Cancellation fee

Notice of more than 7 days

1-8 people / 1-4 rooms

10%

Notice of 0-7 days

1-8 people / 1-4 rooms

100%

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. However all cancellation fees can be avoided if the tour is deferred or rescheduled with sufficient notice, rather than cancelled. 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.

REFUNDS ON PRIVATE OR SELF DRIVE PACKAGES
8+ PEOPLE OR 4+ HOTEL ROOMS

The cancellation policies of these larger group private or self drive tours are dependant on the inclusions in your tour. With some hotels we will be bound by their cancellation policies when booking larger groups or more than 4 rooms booked each night. With sufficient notice we may be able to cancel with minimal or no charges, or be able to reschedule the booking to a later date at no charge. Please speak with us and we will do what we can to ensure any cancellation fees are minimised or for your trip to be deferred at no cost, where possible.Unless specified the following cancellation policy will apply for Private or Self Drive Tours with more than 8 guests (or 4 hotel rooms).

Notice given

People / Rooms

Cancellation fee

Notice of more than 12 weeks

8+ people / 4+ rooms

10%

Notice of 4-12 weeks

8+ people / 4+ rooms

50%

Notice of 1-4 weeks

8+ people / 4+ rooms

75%

Notice of less than 1 week

8+ people / 4+ rooms

100%

Cancellations with more than 12 weeks notice will receive a 90% refund of the full tour price. If we receive a cancellation request less than 12 weeks, but more than 4 weeks notice, you will be refunded 50% of the full tour price. If we receive a cancellation request less than 4 weeks, but with more than 7 days notice ahead of travel, you will be refunded 25% of the full tour price. Private and specialised tour cancellations with less than 1 weeks notice are not refundable. 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.

If you have only paid a deposit when the cancellation request is received please note that the cancellation fee is based on the full tour price and not a percentage of the deposit amount.

REFUNDS ON PRIVATE DAY TOURS
For all bookings of private day tours, where only the day tour is arranged, and no accommodation, the following cancellation policy applies. With more than 7 days notice a 90% refund is provided. If we receive the request for cancellation less than 7 days, but more than 48 hours before the trip, you will be refunded 50% of the tour price. With less than 48 hours notice before the trip then no refund is provided. We will always endeavour to reschedule you onto a new trip departure, where possible. All cancellation fees can be avoided if you opt to defer your booking, rather than cancel, as long as sufficient notice is given.

Notice given

Cancellation fee

Notice of more than 7 days

10%

Notice of 2-7 days

50%

Notice of less than 48 hours

100%

Cancellations of a tour by Hidden Iceland

The weather in Iceland can be harsh, unpredictable and unsafe. Fortunately this is not too often. If Hidden Iceland cancels your tour due to weather (or other localised effects that stop the tour from going ahead) you will be refunded in full. This is always for your and our own safety. Cancellations due to weather can happen at any time, including on the morning of your tour or during the tour itself. Every effort to predict the weather in good time is made by Hidden Iceland, but due to the changeable weather patterns in Iceland an accurate forecast often is not possible until the day prior to the tour. It is your responsibility to provide Hidden Iceland with working contact details (phone and/or email) so that we can cancel and potentially rearrange your tour in good time.

Hidden Iceland will always endeavour to reschedule your tour or offer a viable alternative as a first action in all cancellation scenarios. If we cannot work out a suitable alternative you will be refunded in full.

Cancellation Policy, Terms & Conditions

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.

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). Unsure as to what applies for your booking, or want to know your options? Please get in touch with us via email or phone 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.

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