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 the terms and conditions set out below.
Hidden Iceland is a tour operator, offering a wide range of adventure 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. 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, natural disasters 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.
1. Prices
Please note that all prices for the services provided by Hidden Iceland are in the company’s local currency, Icelandic Krona (ISK). 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.
2. Promotional Codes
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.
3. Pick-up & Drop-off Services
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.
4. Meeting us on location
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 to the correct meeting point at the specified time for your tour then you are not entitled to a refund.
5. Extras & Rental gear.
Extras and rental gear can be added upon booking if you didn’t choose it as an extra as part of booking. For most tours we have all the 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.
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.
Safety equipment needed for each tour, like glacier equipment, is provided by Hidden Iceland and is not classified as rental gear.
6. Travel insurance
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. Having travel insurance is always a good idea when traveling around the world.
7. Icelandic weather and conditions
All adventure trips and outdoor activities are dependent on weather and general conditions. The weather in Iceland changes quickly, and often for the worse, particularly in winter. We reserve the right to change your itinerary and/or cancel your trip with your safety in mind. 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 guides 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, adding in a couple of our favourite hidden sights as we go to make up for not doing the glacier hike. 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.
8. Clothing
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.
9. 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 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.
10. Alcohol and drugs:
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.
11. Reviews & Feedback
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.
12. Liability
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.
13. Privacy Policy
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 partners 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. We however have carefully chosen these companies as our trusted partners and are sure their privacy policies are of similarly high standards.
All cancellation fees held by Hidden Iceland are only intended to cover our direct cost of amending and/or cancelling your tour.
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, preferably by email, to info@hiddeniceland.is in order to be valid. Once delivered 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, and 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 of the delivery of the reimbursement to your account once it has been processed by us.
Cancellation fees & charges
Cancellation of Day tours:
For all bookings of 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.
Cancellation of Multi-day tours:
With more than 7 days notice we will refund 100% of the cost of the tour. If we receive 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.
Cancellation of Private and Specialised tours:
Cancellations with more than 8 weeks notice will receive a 90% refund. If we receive less than 8 weeks, but more than 4 weeks notice, you will be refunded 50% of the tour price. If we receive less than 4 weeks, but more than 7 days notice, you will be refunded 30% of the tour price. Private and Specialised tour cancellations with less than 1 weeks notice are not refundable.
Please request a cancellation policy if you booked a private/specialised tour with less than 8 weeks to departure. We will always aim to refund you as much as we can, only withholding the costs we incurred from the cancellation.
These Terms and Conditions are in accordance with Icelandic law. The cancellation policy that is outlined on your ticket is the cancellation policy that applies to your tour.
