Glacier Guides Cancellation Policy
All cancellation fees held by Glacier Guides are only intended to cover our direct cost of amending and/or cancelling your reservation. By accessing, browsing, using and/or completing a reservation through our (mobile) website you acknowledge and agree to have read, understood and agreed to be legally bound to the cancellation policy as set out below. No contract between the customer and Glacierguides.is shall come into existence until Glacierguides.is receives full payment and issues a confirmation invoice. The customer making the booking accepts these conditions on behalf of all members of their travel party and is responsible for payment due from the party in entirety.
All communications relating to these terms and conditions (in particular any requests to cancel or amend your tour arrangements) must be from the lead traveler of each reservation and processed through the My Adventures portal where travelers can manage their bookings. If the customer portal is inaccessible, all cancellations must be delivered in writing via email info@glacierguides.is and sent by the lead traveler. Once delivered the amendment and/or cancellation needs to be confirmed by Glacier Guides before further action can be taken. If a reimbursement is in order then it shall be made in accordance with all procedures and processed as soon as possible, and the stipulated amount will be transferred to the same credit card that was used upon booking. Please note that we can not be responsible for delays of the delivery of the reimbursement to your account once it has been processed on our end. For tours purchased through another vendor please reach out to the vendor directly with your refund and/or cancellation request. Due to unusual circumstances and high load, it may be expected that cancellation process will take up to 6 - 8 weeks after cancellation is registered in our systems. The cancellation policy applies to the original booking departure date the tour has been booked for.
Cancellation fees & charges
16.0. Changing the number of people in a booking to a smaller number is considered cancellation for the change in number of participants. Such cancellations are subject to cancellation fees as per the below.
As we start to incur costs from the time the contract is confirmed we will apply cancellation charges as shown below from the time when written notification of the cancellation is received:
16.1. Cancellation of Day Tours |
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|---|---|
| More than 24 hours’ notice | Full refund* ** |
| Less than 24 hours’ notice | No refund* |
* Applicable when full payment has been made. In case of deposit payments, the deposit becomes non-refundable in case of delayed payments.
** A service fee of ISK 300 will apply for all refunds of tours that were cancelled due to a customers' request and that were purchased directly through our website from July 10th, 2020. The service fee of ISK 300 will be deducted from the refunded amount.
For all bookings of day tours operated by Glacier Guides & Arctic Adventures, a minimum of 24 hours’ notice of cancellation prior to your scheduled tour departure is required for a full refund. If a cancellation is made with less than 24 hours’ notice prior to departure no refund is given. For the 24-hour policy to be applicable cancellations need to be made and delivered to Glacier Guides through the My Adventures portal. The 24-hour policy does not honor cancellation requests sent through other channels.
If the customer portal is inaccessible, all cancellations must be delivered in writing via email at info@glacierguides.is and sent by the lead traveler.
For reservations that have a 10% deposit payment (not full payment), in case of delayed payments, the 10% deposit becomes non-refundable if payment is not finalized with more than 14 days before departure.
Extras and rental gear, booked as part of a day tour fall under the terms as stated here above.
Please note that this only applies to tours operated by Glacierguides.is. Tours operated by trusted partners are subject to the operators‘ cancellation policy.
16.2. Cancellations of Multi-day, Self-Drive, Group & Trekking Tours |
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|---|---|
| More than 14 days’ notice | 90% refund** |
| Less than 14 days’ notice | 50% refund* ** |
| Less than 48 hours’ notice | No refund |
Cancellations with more than 14 days’ notice before trip 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.
Cancellations with less than 14 days’ notice before trip departure:
You will be refunded 50% of your total tour price. 50% is non-refundable, as this represents our direct cost of canceling any arrangements made for your tour.
* Delayed Payments on deposit reservations: Glacierguides.is reserves the right to treat cases of delayed payments as a cancellation of the booking, and the company can withdraw its confirmation of services. Please note that this only applies if a payment has not been made at least 2 weeks prior to the tour departure, and no agreement has been made for paying the remaining balance. In case of delayed payments, the 10% deposit becomes non-refundable and the reservation counts as canceled.
** A service fee of ISK 300 will apply for all refunds of tours that were cancelled due to a customers' request and that were purchased directly through our website from July 10th, 2020. The service fee of ISK 300 will be deducted from the refunded amount.
Cancellations with less than 48-hours’ notice before trip departure:
No refund will be given if tours are canceled with less than 48 hours’ notice, as Glacier Guides will be charged for all costs such as guides, transport etc.
10% of the price of your trip is non-refundable, this percentage reflects our cost of booking and preparing your trip.
Extras and rental gear, booked as part of a multi-day tour fall under the terms as stated here above.
16.3 Cancellations of Private & Customized Tours
16.3.1. Cancellations of Private & Customized Day Tours (Individuals and Group Bookings) |
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|---|---|
| More than 72 hours’ notice | 90% refund* |
| Less than 72 hours’ notice | No refund |
Cancellations of Private, Group & Customized Day Tours (Individuals and Group Bookings) made with more than 72 hours‘ notice (prior to 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.
* A service fee of ISK 300 will apply for all refunds of tours that were cancelled due to a customers' request and that were purchased directly through our website from July 10th, 2020. The service fee of ISK 300 will be deducted from the refunded amount.
Cancellations of Private, Group & Customized Day Tours (Individuals and Group Bookings) made with less than 72 hours’ notice:
No refund will be given if canceled with less than 72 hours‘ notice, as Glacierguides.is will be charged for all costs such as guides, transport, etc.
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16.3.2. Cancellations of Private & Customized Multi-Day Tours (Individual bookings, 1-9 participants) |
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More than 14 days’ notice |
90% refund** |
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Less than 14 days’ notice |
50% refund* ** |
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Less than 72 hours‘ notice |
No refund |
Cancellations of Private & Customized Multi-day Tours (Individual bookings of 1-9 participants) made with more than 14 days‘ notice (prior to 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.
Cancellations of Private & Customized Multi-day Tours (Individual bookings of 1-9 participants) made with less than 14 days’ notice:
You will be refunded 50% of your total tour price. 50% is non-refundable, as this represents our direct cost of canceling any arrangements made for your tour.
* Delayed Payments on deposit reservations: Glacierguides.is reserves the right to treat cases of delayed payments as a cancellation of the booking, and the company can withdraw its confirmation of services. Please note that this only applies if a payment has not been made at least 2 weeks prior to the tour departure, and no agreement has been made for paying the remaining balance. In case of delayed payments, the 10% deposit becomes non-refundable and the reservation counts as cancelled.
** A service fee of ISK 300 will apply for all refunds of tours that were cancelled due to a customers' request and that were purchased directly through our website from July 10th, 2020. The service fee of ISK 300 will be deducted from the refunded amount.
Cancellations Private & Customized Multi-day Tours (Individual bookings of 1-9 participants) made with less than 72 hours‘ notice:
No refund will be given if canceled with less than 72 hours‘ notice, as Glacierguides.is will be charged for all costs such as guides, transport, accommodation, etc.
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16.3.3. Cancellations of Private & Customized Multi-Day Tours (Group bookings, 10+ participants) |
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More than 8 weeks’ notice |
90% refund** |
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Less than 8 weeks’ notice |
50% refund* ** |
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Less than 4 weeks‘ notice |
No refund |
Cancellations of Private & Customized Multi-day Tours (Group bookings, 10+ participants) made with more than 8 weeks‘ notice (prior to 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.
Cancellations of Private & Customized Multi-day Tours (Group bookings, 10+ participants) made with less than 8 weeks’ notice:
You will be refunded 50% of your total tour price. 50% is non-refundable, as this represents our direct cost of canceling any arrangements made for your tour.
* Delayed Payments on deposit reservations: Glacierguides.is reserves the right to treat cases of delayed payments as a cancellation of the booking, and the company can withdraw its confirmation of services. Please note that this only applies if a payment has not been made at least 2 weeks prior to the tour departure, and no agreement has been made for paying the remaining balance. In case of delayed payments, the 10% deposit becomes non-refundable and the reservation counts as canceled.
** A service fee of ISK 300 will apply for all refunds of tours that were cancelled due to a customers' request and that were purchased directly through our website from July 10th, 2020. The service fee of ISK 300 will be deducted from the refunded amount.
Cancellations of Private & Customized Multi-Day Tours (Group bookings, 10+ participants) made with less than 4 weeks‘ notice:
No refund will be given if canceled with less than 4 weeks‘ notice, as Glacierguides.is will be charged for all costs such as guides, transport, accommodation etc.