TERMS AND CONDITIONS

Booking terms and 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 website (mobile and desktop) you acknowledge and agree to have read, understood and agreed to the terms and conditions set out below.

Hidden Iceland is a tour operator, offering a wide range of tours in Iceland. Bookings can be made directly through Hidden Iceland, and/or any other website through which Hidden Iceland makes their services available. If you are having any problems booking through Hidden Iceland website (www.hiddeniceland.is) then please contact our Customer Support Team (info@hiddeniceland.is).

Please make sure to fill in and/or provide all necessary details upon booking your 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, printed or in electronic format. 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 discrepancy, such as booking mistakes where the wrong date and/or incorrect number of participants was booked please contact Hidden Iceland immediately as it may not be possible to make amendments to your reservation when it gets closer to your departure date. Hidden Iceland can not be responsible for mistakes in the booking process.

Hidden Iceland reserves the right to alter itineraries and/or timetables should it be necessary, due to adverse weather and or other related conditions (including force majeure). Hidden Iceland 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, economic affects, natural disasters, pandemics and other public health concerns etc. and/or other unforeseeable matters. You are responsible for providing Hidden Iceland 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.

Please note that all prices for the services provided by Hidden Iceland are in the company’s local currency, Icelandic Krona (ISK). Any pricing that is advertised in local currency on the Hidden Iceland website or through approved re-sellers is subject to exchange rate fluctuation. Therefore, any price not advertised in Icelandic Krona must be taken as indicative only with the Icelandic Krona price taking precedent. As a local operator Hidden Iceland can not 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.

Hidden Iceland ehf. reserves the right to change its rates in case of economic changes, including, but not limited to, currency fluctuations, inflations, increased cost of supplies, tax changes and other force majeure events. In case of VAT or other tax changes, the Client contract prices will change accordingly. Price changes affected by tax changes will apply to all reservations, although reservations has been confirmed on previous prices or payment has already been made. All rates are inclusive of VAT and are subject to any official tax changes.

Please note that special offers such as promotional codes cannot be applied afterwards 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 to be valid and applied. Any promotions held outside the Hidden Iceland website (by resellers and booking agents) cannot be applied to any direct bookings without prior approval.

Hidden Iceland offers pick up and drop-off services for its tours. You as the traveller are responsible for your pick-up. This includes providing Hidden Iceland with your preferred pick up location when booking, as well as being ready at the correct time for the pick-up for your tour. We pick up from a limited number of designated bus stops or pick up points in Reykjavik, see these locations here. Hidden Iceland will provide you with information about your pick up time and location on your booking confirmation voucher. If you are unsure when to be ready for your scheduled tour then please contact us at info@hiddeniceland.is, and we can assign you the nearest pick up location.

We can organise other pick up points outside of downtown Reykjavik with sufficient notice. Please contact us at info@hiddeniceland.is. Be sure to get a written confirmation with an alternative pickup point and time.

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. Be sure to provide us with ways that we can contact you whilst in Iceland so that we can find you if necessary. If you have missed the start time of your tour you are not entitled to a refund. However, when possible we will try to reschedule your tour to another day. This is not guaranteed and is subject to availability. It is your responsibility to reach out to Hidden Iceland if you have missed your tour to request reschedule.

For some of Hidden Iceland tours, it is possible to meet us on location or outside of Reykjavík, if in direction of the tour. Get in touch with us to work out if this is possible for your tour.

You as the traveller are responsible for arriving at the meeting point in time for your tour. This includes being at the correct location at the specified time for your tour. If you are unsure when to arrive for your scheduled tour then please contact us at info@hiddeniceland.is.

Please note that if you do not arrive in time for your tour and/or do not arrive at the correct meeting point at the specified time for your tour then you are not entitled to a refund. If you have missed the start time of your tour you are not entitled to a refund. However, when possible we will try to reschedule your tour to another day. This is not guaranteed and is subject to availability. It is your responsibility to reach out to Hidden Iceland if you have missed your tour to request reschedule.

Extras and rental gear can be added upon booking if you didn’t choose it as an extra as part of booking. For some of our tours we have rental gear (boots, waterproof pants and jackets) in the back of the bus with all sizes. Payment can be made on the day through payment links online with credit card. 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 us at info@hiddeniceland.is. Although some of our tours have rental gear held in the vehicle this is not mandatory and if you require rental gear you must contact Hidden Iceland prior to the tour to guarantee availability on the tour.

Please note that all extras and rental gear reservations are final. No refund is given for extras & rental gear, this hiking shoes, waterproof jacket and pants etc. In some circumstances there may not be exact sizes for every individual even if booked in advance. In this scenario the next closest size will be provided.

Safety equipment needed for each tour, such as glacier equipment, is provided by Hidden Iceland and is not classified as rental gear.

As with any and all world travel, we strongly recommend that you purchase a travel insurance policy before travelling that covers your cost should you have to cancel your travel reservation with short notice. It is your responsibility to take out comprehensive travel insurance that covers all eventualities including force majeure, flight cancellations and other disruptions to your travel.

All adventure trips and outdoor activities are dependent on weather and general conditions. The weather in Iceland changes quickly particularly in winter. We reserve the right to change your itinerary and/or cancel your trip with your safety in mind. If Hidden Iceland cancels your tour due to weather or unforeseen events you will be refunded in full. If you, the customer, cancel the tour with weather in mind you will not be entitled to a refund. Any tour that goes ahead will have taken weather and safety into account.

Our guides are experienced with and specially trained to deal with changing conditions and prioritise safety when making their decisions. Please be aware of this and respect your guide’s authority to do so.

The glaciers can sometimes be unsafe or inaccessible due to weather or conditions at the glacier. This can often be as a result of high levels of rainfall which can cause flooding of the river/lagoon or then windy conditions. We always take yours and our safety as the number one consideration. If we will not be able to do the glacier hike then when possible we will walk up the glacier valley to the glacier as far as we can safely go to get a view of the icy giant. We will then continue our tour along the south coast stopping at all other prescribed sights. When possible, and safe, your guide may add in a couple of our favourite hidden sights as we go to make up for not doing the glacier hike. This is not guaranteed and specific locations cannot be divulged in this scenario. These are stops that we otherwise would not have time to visit in the day. We look forward to exploring with you and showing you our favourite south coast sights.

In the case that a material part of the tour is unable to be provided by Hidden Iceland due to unforeseen circumstances then a partial refund will be provided if an alternative cannot be scheduled. This partial refund will relate directly to the cost associated with the activity and not a set percentage of the tour. The Hidden Iceland team will get in touch with you directly in this case.

Appropriate footwear and suitable outdoor clothing must be worn. We reserve the right to refuse participation to clients who are dressed inappropriately or with inappropriate footwear as this will put the client’s well-being and safety at risk.

Although specific clothing types are not expressed here, it is important to consider that the Icelandic weather forecast is changeable and temperate. This means clothing should account for wet, windy and cold weather, even in summer. Your guide will have the final say in allowing you to take part in any and all activities based on your preparedness for the tour. You will not be eligible for a partial refund in the case that your suitability stops you from taking part in any activity.

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 our, or our partners, guidelines. Full responsibility must be taken for your own safety. All outdoor tours and activities carry inherent risks and Hidden Iceland does not assume any responsibility for accidents that are caused by its clients 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 the trip. Depending on the excursion, you may be requested to sign an additional liability waiver or medical disclosure form.

It is your responsibility to fully read the tour description and associated guide(s) that details what each tour entails. Your ticket will prescribe necessary details specific to your tour. If you are unsure whether you are able to take part in all activities it is your responsibility to contact Hidden Iceland prior to the tour to cover any uncertainties.

We reserve the right to refuse participation to clients who 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 client whose conduct or manner is likely to cause offence, upset or put other clients or the guide in danger. In such cases, full cancellation charges apply.

Hidden Iceland welcomes all feedback in order to improve our overall services and performance. We would greatly appreciate it if you could share your tour experience with us.

No responsibility is taken for losses or expenses due to delay or changes of flights, injury, damages, negligence, weather, war or other unforeseeable causes (force majeure). The estimated duration of tours as indicated on our website, are standard times and can vary according to road or weather conditions. Punctuality is a key objective to Hidden Iceland’s operations. However, delays may occur for unforeseen reasons. The company cannot be made responsible for losses that a passenger may face due to delay, regardless of whether the loss is direct or indirect.

All personal information will be strictly confidential and will not be given or sold to a third party. We do offer products or services on our website from trusted partner companies within the Icelandic tourism sector. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites.

Stokksnes Peninsula | Vestarhorn | Hidden Iceland | Photo by Norris Niman

Hidden Iceland Cancellation Policy

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. 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.

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 covers 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 of the reimbursement to your account once it has been processed by us.

For all bookings of scheduled, small group day tours operated by Hidden Iceland, a minimum of 24 hours’ notice of cancellation 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.

For all bookings of scheduled, small group multi day tours operated by Hidden Iceland the cancellation policy is as follows:

With more than 7 days notice we will refund 90% of the cost of the tour. This covers our transactional and direct costs due to cancellation. 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.

With more than 7 days notice we will refund 90% of the cost of the tour. This covers our transactional and direct costs due to cancellation. 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.

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.

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 8 weeks notice, you will be refunded 50% of the full tour price. If we receive a cancellation request less than 8 weeks, but more than 7 days notice, you will be refunded 30% of the full tour price. Private and specialised tour cancellations with less than 1 weeks notice are not refundable. If you booked a private/specialised tour with less than 8 weeks to departure your cancellation policy assumes the above details from the date of payment. 10% of the tour price is non-refundable.

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.

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, regardless of any changes made following your booking.

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