Terms and Conditions of Service

1. General terms

Skaftafell.com and Iceland Advice are subsidiaries of Tröllaferdir ehf. These terms and conditions may be amended from time to time and apply to all of our services.

Iceland Advice can and will not accept liability in regards to any loss, damage, accidents, injuries or sickness during your tour. The same applies for any changes in tour schedule due to weather, strikes or any other force majeure.

Tour operators reserve the right to change routes, schedules and itineraries if needed because of weather, road conditions or should the necessity arise because of unforeseen reasons. We advise all travelers to purchase a comprehensive travel insurance to minimize possible losses due to unforeseeable situations during your travel.

2. Booking and payment

By completing a reservation through our website you acknowledge and agree to have read, understood, and agreed to the terms and conditions set out below.

Iceland Advice is a tour operator offering day tours, multi-day tours, and adventure tours in Iceland. Bookings can be made directly through Iceland Advice and/or any other website through which Iceland Advice makes their services available. If you are having any problems booking through Iceland Advice website www.icelandadvice.is then please contact our Service Team at [email protected].

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 with 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.

You are responsible for checking all details on your confirmation and related 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, contact Iceland Advice immediately as it may not be possible to make amendments to your reservation when it gets closer to the departure date. Iceland Advice is not responsible for mistakes in the booking process.

3. Cancellations of day tours and single day activities by customer

A cancellation confirmation must be sent to Iceland Advice in writing by email to [email protected] and be confirmed by Iceland Advice to be valid.

Cancellation of tour packages

Cancellation should always be made in writing and is only valid when confirmed by Iceland Advice travel agent.

Cancellation fee will apply as follows:

Individuals / small groups ( up to 9 pax)

20% non-refundable deposit unless cancelled within 24 hours after booking
50% cancellation fee for cancellation more than 2 weeks prior to arrival.
75% cancellation fee for cancellation 2 weeks to 48 hours prior to arrival
Full charge for cancellation 48 hours prior to arrival as well as for no-shows.

Group booking (10 pax or more):

20% non-refundable deposit unless cancelled within 24 hours after booking
30% cancellation fee 8 to 10 weeks prior to arrival
50% cancellation fee 4 to 8 weeks prior to arrival
Full charge for cancellation 4 weeks or less prior to arrival

Cancellation terms may differ than the terms stated above when dealing with large groups.

Please note that cancellation of one or more passengers within a group may cause a price increase for the group or a cancellation fee according to above rules for those canceled passengers

If suppliers (third party) terms & conditions regarding your refund request are different than ours; the suppliers policy are valid. Iceland Advice advises all clients to buy comprehensive travel insurance to minimal financial loss due to cancellation.

4. Cancellations of multi-day tours by customer

A cancellation confirmation must be sent to Iceland Advice in writing by email to [email protected] and be confirmed by Iceland Advice to be valid.

You can cancel your multi-day tour up to 7 days before departure and receive an 85% refund. The 15% service fee is to cover our cost of planning and arrangement. No refund is given if multi-day tours are cancelled within 7 days notice.

For a tour that is shorter than 4 days, and not a day tour the cancellation must occur 48 hours before departure. You will be refunded 90% of the total tour price. 10% is non-refundable, as this represents our direct cost of booking and preparing your tour.

5. Cancellation

In the case where Iceland Advice cancels a tour, Iceland Advice will make every effort to provide alternative arrangements without additional cost. A tour cancellation made by Iceland Advice is entitled to a full refund.

6. Changes

Iceland Advice reserves the right to change or alter tour itineraries due to weather or road conditions. Itineraries can be changed or canceled at any moment to assure the safety of passengers and staff.

No changing fee will be charged for minor changes in the program and no planning fee will be charged when Iceland Advice travel agent assists you with adding service to your booking.

The final price can change accordingly to the changes made in the program, depending on car rental and hotel rates etc. If this occurs Iceland Advice will notify you about the increased costs or refund the difference.

In case of changes, Iceland Advice cannot guarantee the same accommodation, car or tour operators stated in the original package.

Major changes

Major changes refer to all changes that mean a rearrangement of one day or more within a tour package (including accomidation, activities, car and dates).

Changes that concern travel dates, late changes or major changes in the program, will be charged an changing fee of 20.000ISK.

No changes can be made 7 days prior to the arrival. You can always change your mind and cacel the booking within 24 hours from booking, please not that the deposit made upon booking is not refundable if arrival date is withing 7 days.

7. Tours operated by a third party

For all tours that are operated by a third party, Iceland Advice cannot be responsible for accidents or injury which can be traced to tour operators or customers own action.

Iceland Advice sells tours from third party tour operators, therefore Iceland Advice cannot be held accountable for changes that a tour operator might make. Iceland Advice is also not liable for expenses because of accidents or sickness, strikes that will affect your tour, changes in flights schedules or other happenings that Iceland Advice has no control over like weather or volcano activities.

8. Pick up

Free pick up and drop off is offered within the Reykjavik area with a shuttle bus between 09-18 daily. Pick and drop is also available at Keflavík Airport. During the booking process, you will be able to choose a pickup location and starting time. If you do not show up for the scheduled pickup time and location stated on your booking, your reservation is non-refundable.

If you do not know your pickup location at the time of booking, you can choose to update your pick up location later, up to 24 hours before tour departure. Please send an email to [email protected] with your pick up location. If our Service Team has not received information about your pick up location 24 hours before departure, Iceland Advice can not be responsible if you miss the tour.

9. Rental of Equipment and Extras

Extras and rental gear can both be added upon booking and on location. 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 our Service Team ([email protected]). Please note that all extras and rental gear reservations are final and non refundable. If you rented hiking boots and decide not to wear them,Iceland Advice will not reimburse you. No refund is given rental of equipment and extras, this includes: hiking boots, waterproof clothing and any other equipment that might apply.

10. Self drive terms and conditions

Icelandadvice.is is the online booking site and trading name of Tröllaferðir ehf. Our registered head office is at Fiskislóð 45G, 101 Reykjavík, Iceland.

Any booking made or order placed by you, whether through the company’s website or otherwise, shall be deemed as an offer by you to purchase the relevant package or other travel arrangements subject to these booking conditions. No contract between you and Iceland Advice shall come into existence until Iceland Advice accepts full payment and issues a confirmation invoice.

The person who makes the booking accepts these conditions on behalf of all members of the party and is responsible for all payment due from the party.

Booking services with Iceland Advice are currently only available to the person who has reached 18 years of age. Individuals under the age of 18 must be accompanied by at least one adult.

By submitting a booking, you confirm to us that you comply with this agreement.

All bookings should be made through Iceland Advice website www.icelandadvice.is and/or through [email protected].

11. Single Supplement Fee

For multi-day tours, single fee supplement is mandatory. If your booking is made for 1 (one) person for a multi-day tour you must pay the single fee supplement to be entitled to get a single room at the hotel where the group will stay. If you do not do so, Iceland Advice reserves the right to accommodate you in a twin room with another fellow solo traveler of the same gender.

12. Prices and Currency

Currency exchange is based on the daily exchange rate of the Central Bank of Iceland and therefore exchange differences may fluctuate until final payment is made.

All charges on Iceland Advice website are made in Icelandic Króna (ISK). You can view an estimated price in a number of currencies to help you understand the approximate price in your preferred currency.

Final payments are always conducted in Icelandic Króna (ISK). All refunds are also conducted in Icelandic Króna (ISK). Iceland Advice does not charge any booking or transaction fee and therefore can not be held liable to any loss on currency exchange during transactions that may occur at the time of payment and/or refund.

13. Terms of Payment

Non-refundable deposit

Iceland Advice charges a non-refundable 20% deposit of total package price at the time of booking for tours booked more than 30 days prior to arrival. The remaining amount should be paid in full latest 30 days prior arrival

Full payment

Tours booked made 30 days or less prior to arrival should be fully paid upon booking

If final payment is not received 20 days prior to arrival, Iceland Advice reserves the right to withdraw all confirmation of services and treat this as a cancellation.

Payment method

We accept payment from all major credit cards such as: VISA, MasterCard, Maestro, Diners Club International, American Express (will incur a 3% handling fee due to the high fees charged by these providers), Discover, JCB, UnionPay. Also its possible to make a bank transfer*.

*Please note that bank transfers are not possible for bookings made less than 15 days from the date of travel.

Invoice and travel documents

The invoice, as well as the final program, will be sent to you in PDF format after the final payment as well as be included in your final printed documents upon arrival.

Your documents including invoice, vouchers, final program and other documents will be handed over during the car rental pick up (Keflavík Airport or Reykjavík) or you can meet our travel consultant at the office (optional).

The travel documents can be mailed by first class post to the customer if required at an extra fee. If chosen to receive the documents by mail then we need the billing address of the credit card holder, not the address of the passenger, unless they are one and the same Iceland Advice is not liable for documents mislaid or lost and therefore we recommend that all documents be sent by Registered Post or Courier Service to your home address.

14. Adventure Travel and Client Responsibility

By booking an activity with us, you accept the hazards involved in this sort of tour and accept that in visiting remote and mountainous regions there is an element of on-tour flexibility. The itinerary stated in the tour dossier is indicative only and not a guarantee that a particular route will be followed or place reached.

You must acknowledge that delays and alterations and their results, such as inconvenience and discomfort, are possible where unforeseen circumstances arise. You must have a level of fitness commensurate with your chosen tour and you are responsible for bringing the appropriate equipment.

15. Personal Travel Insurance

Individual travel insurance is not included in the quoted prices. It is recommended that clients take travel insurance against contingencies, including compensation for medical costs and cancellation fees. In the event of an emergency medical rescue and/or repatriation from a tour by whatever means, the responsibility of such costs will be borne by the client.

All luggage and personal equipment are, at all times, at your own risk. We will not be responsible whatsoever for any loss, damage to your luggage and/or personal equipment.

16. Right to cancel a tour or move to a partner operator

Iceland Advice reserves all rights to cancel tours if a minimum of 3 (three) passengers has not been reached for a tour 24 hours prior to the departure time.

Iceland Advice might move your booking to a partner operator if a minimum of 4 (four) passengers has not been reached for a tour 24 hours prior to the departure time. The tour will be similar in length and visit most of the same sights.

17. Medical and Dietary Conditions

If you are affected by a medical condition which may affect your or other people’s enjoyment of the tour, you must advise this at the time of booking.

Iceland Advice reserves the right to refuse service to customers apparently not fit for the tours. Customers under the influence of alcohol or other substances will be prohibited from joining the tour.

18. Our Liability & Compensation

Iceland Advice will accept liability for the negligence of its employees causing direct physical injury to passengers only to the extent that it is obliged under Icelandic law. We cannot be held responsible for any mishap to yourself or your property, and in particular for the consequences of flight cancellations, vehicle accidents, strikes, sickness, Government, or customs, or police intervention or other such happenings amounting to force majeure. By confirming your booking with Iceland Advice, you acknowledge that we have taken all reasonable steps to safeguard its liability in this respect.

19. Legal Venue

The customer and Tröllaferðir ehf hereby accept the district of Reykjavik, Iceland, where the services are being supplied, as the proper legal venue. Icelandic law shall apply to any legal issues that arise between the two parties.

Iceland Advice Privacy Policy

Purpose

This Privacy Policy applies to Flatahraun 31 (trading as Iceland Advice) and the “Service” (as the context requires “We”, “Our” or “Us”) in relation to Our operations in Iceland. This policy explains how We handle personal information and comply with the requirements of the Personal Data Act set by the Icelandic Data Protection Authority (DPA) and the General Data Protection Reform (GDPR). This covers all of Our “Apps” “Websites,” “Products” and “Services” you “Customers” may receive pursuant these and our other “Terms”. If you have any further questions in relation to this policy, please contact Us: [email protected].

This policy relates to our collection and handling of personal information that is covered by the Privacy Act. It is not intended to cover categories of personal information that are not covered by the Privacy Act. The information is gathered via number of sources including but not limited to:

our App;
our Websites (including but not limited to icelandadvice.is and snorkelingsilfra.is);
our social media (including but not limited to instagram.com/icelandadvice – twitter.com/icelandadvice – medium.com/Iceland-advice / googleplus.com/icelandadvice – pinterest.com/icelandadvice);
banners, banner adds;
cookies from our Websites;
any software; and
any other way information is collected manually or electronically.

By using these Products, Services, and Website you are accepting the practices described in this Privacy Policy. These practices may be changed from time to time and any changes will be posted and changes will only apply to activities and information on a going forward basis. You are encouraged to review the Privacy Policy whenever you visit the Website to make sure that you understand how any personal information you provide will be used.

Why we may collect information

We may collect information including personal information and data. We are committed to safeguarding this information. Unless expressively requested we will only collect, store and process information in the following Privacy Policy. The following Privacy Policy has also been developed to adhere to best practice and standards. Further and more detailed Terms may be expressed by us from time to time including matters of privacy. These will be communicated to you and need to be considered in light of this Privacy Policy.

Active Information Collection

Personal information may be collected through these Products, Services, and Website actively. Active information collection includes but is not limited to:

posting product reviews in line with our Product Review Policy;
through a purchase of a Product or Service;
complete any forms or surveys;
subscribing to emails, alerts or Services;
previously supplied or provided information;
through our Plan Your Trip form on our website;
by contacting us directly; and
participating in any deals, offers or specials.

Passive Information Collection, IP addresses & Cookies

Per standard industry practice, we may collect information about your computer, including, where available, your IP address, operating system and browser type for system administration and to report aggregate information to our advertisers. This is statistical data about our Customers’ browsing actions and patterns, and does not identify any individual.

Our Website uses cookies to distinguish you from other Customers of our Website. This helps us to provide you with a good experience when you browse our Website and also allows us to improve our Website.

The access points may be by visiting the Website directly; via another website; or from an email sent to you from us. By accessing from any of these points you consent to the collection of such data and personal information.

Where we store your personal information

The data that we collect from you may be transferred to and stored in the Netherlands and accessed in Iceland and overseas where required. In this case, where data is stored overseas, it may also be processed by staff operating outside Iceland who work for us or for one of our suppliers. Such staff maybe engaged in, among other things, the fulfillment of your Service, the processing of your payment details and the provision of support services.

The data and personal information collected is used and disclosed for the following primary purposes:

to provide the Services;
to respond to enquires;
to maintain a customer relationship;
to register and receive new Customers or Customers;
to fulfill obligations in other Terms such as the Returns Policy;
to maintain the Services and Website;
improve the browsing experience of the Website;
provide third parties with statistical (non-individual) information about our Customers only in line with this Privacy Policy and provided that no individual Customers are identified (including but not limited to Hotjar, Google Tag Manager, Google Analytics, Google Ads, Sumo.com, Intercom Chat, Facebook Pixel);
for the purposes of why it was collected pursuant to this Privacy Policy;
to handle enquiries and complaints from Customers and Customers;
to keep the Website secure and assist in preventing fraud;
to provide updates, deals and newsletters; and
to improve our Products, Services, and Website.

Uses made of the information

We use information held about you in the following ways:

to provide you with information, Products or Services that you request from Us or which We feel may interest you, where you have consented to be contacted for such purposes;
to ensure that content from Our Website is presented in the most effective manner for you and for your computer;
to carry out Our obligations arising from any contracts entered into between you and Us;
to allow you to participate in interactive features of Our Products and Services when you choose to do so; and
to notify you about changes to Our Products and Services.

We may also use your data, or permit selected third parties to use your data, to provide you with information about Services and Products which may be of interest to you and we or they may contact you about these.

Information we may collect from you

We may collect and process the following data about you:

contact information;
registration information;
payment processing details;
Credit-related identification information such as name, date of birth, current or previous address, name of current employer, drivers license number, Internet Protocol (IP) addresses and unique device identifiers (UDIDs);
contact preferences;
social media photographs of you;
user login information;
your gender and marital status;
where you are staying in Iceland for pick-up;
sensitive information per the Sensitive Information section in this Privacy Policy;
personal interests;
height, weight and shoe size and medical information for snorkeling trips;
originating country;
number of travelers and ages;
length of trip and desired outcome;
details of your visits to Our Website including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access;
location data;
information about your experience with our Services;
product review data in line with our Product Review Policy;
if you contact Us, We may keep a record of that correspondence;
we may also ask you to complete surveys that We use for research purposes, although you do not have to respond to them; and
any other personal information requested by our Services.

Product Review Policy

Our Services included a product review section. These reviews are useful for other potential Clients and Customers. We aim to provide this service complimentary for all Clients and request you assist in following the below terms.

Terms of product reviews include but are not limited to:

Do not leave duplicate reviews;
Do not post outside or irrelevant links in reviews;
Do not use the review for self-promotion;
Do not leave personal information or details;
Do not leave hateful, harmful or hurtful reviews;
Do not leave insulting reviews;
Do not misspell products where possible; and
Do leave sufficient details and honest review information;

We reserve the right to:

Edit or delete reviews as necessary;
Request further information or proof;
Verify if the Client has actually used the product; and
Suspend or delete a Client account for breach of any of these Terms;

Sensitive information

Where you provide us sensitive information through these Services and Website we will only use the information for the purposes stated in this Privacy Policy. These may include political believes, religious beliefs and current personal views. We will only collect sensitive information with your consent. If we do share this information with third parties it will only be shared in line with this Privacy policy.

Disclosure of your information

We may disclose your registration information to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries (as the case may be).

We do not routinely disclose personal information to other organizations unless:

required by law;
We believe it necessary to provide you with a product or Service which you have requested;
use or disclosure is permitted by this Privacy Policy;
to protect the rights, property or personal safety of any member of the public or one of our Customers or in Our interests;
some or all of Our assets or Our operations are or may be transferred to another party as part of the sale of some or all of Our business; or
you give your consent.

We may also share non-personal, de-identified and aggregated information for research or promotional purposes. Except as set out in this policy, we do not sell or trade personal information to third parties or allow such third parties to use that personal information.

Protection of data

All information you provide to us is stored on our secure servers in the Netherlands and accessed in Iceland. Any payment transactions will be encrypted. Where we have given you (or where you have chosen) a password which enables you to access certain parts of Our Website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

All information collected is secured via Secure Socket Layer (SSL). Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to Our Website. Any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorized access.

Links to Other Websites

Our Service, Website, banners or ads may, from time to time, direct you to other websites or social media. If this occurs we cannot and do not endorse or approve their practices and content. Other websites are responsible for their own content and information collection and subject to the guidance of their own Privacy Policy. We do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these Websites. This Privacy Policy does not cover other websites.

Cookies related to these Services are covered with our Terms. However other websites may use cookies or tracking. It is recommended you review the other websites Privacy Policy in line with cookies, tracking and information storage.

Your rights

You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise the right at any time by contacting us at [email protected].

You have the right to ask us to provide you with any personal data we hold. We will provide you with such information provided that you:

instruct us in writing;
pay a fixed fee of ISK 1,100; and
supply appropriate evidence of your identity.

We have the right to withhold such personal data to the extent permitable by applicable law.

How we collect and hold your personal information

We may collect your personal information through these Services and in accordance with this Privacy Policy or if it is otherwise lawful to do so. We may receive personal information from third parties in which case this information is also collected for the purpose of providing these Services pursuant to this Privacy Policy.

Commitment to data security

Your personal identifiable information is kept secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this Website allow you to opt out of further mailings.

Others to view information

We may through these Services provide you the ability to post, comment or leave product reviews in line with our Product Review Policy. This information may be viewed and acted upon by others. It may be shared on other websites or social media. This information may become public information on an open forum. We are not responsible for any replication or distribution of this information.

Data Retention

To meet legislation guidelines we retain your information for as long as needed to provide you the Services. If you no longer wish to use the Services you can cancel your Service pursuant to our Terms on our Website. Following a cancellation, however, we may need to retain some information to meet legislation guidelines that survive the agreement of these Terms.

Children information

The purposes of this Privacy Policy and all of our Services are not directed to those under the age of eighteen (18). We will not collect information on those under this age when it is known to us. Those under age may only use the Services with approval or a parent or legal guardian.

Changing and updating information

Information collected and stored by us may be updated or changed if required. You can do this in writing by contacting us at [email protected]. Further, if deletion of information is required it needs to be completed in line with our Terms and this Privacy Policy. Legislative requirements may exist that require a longer retention period of this information.

Privacy Policy Survival

This Privacy Policy survives any cancellation of these Services or sale of this business by us. Your information may be disclosed to potential buyers and may form part of the assets being sold. If this occurs the Privacy Policy remains in place.

Contact

If at any time you want to know what personal information we hold about you, you may contact us by writing to [email protected].