Into the Glacier Cancellation Policy

Updated 1.06.2020

All cancellation fees held by Into the Glacier are only intended to cover our direct cost of amending and/or canceling 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 Into the Glacier shall come into existence until Into the Glacier 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 the customer contact form and sent by the lead traveler. Once delivered the amendment and/or cancellation needs to be confirmed by Into the Glacier before further action can be taken. If reimbursement is in order, then it shall be made in accordance with all procedures and processed as quickly 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. The cancellation policy applies to the original booking departure date the tour has been booked for.

Cancellation fees & charges

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:

Cancellation of Day Tours
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 Into the Glacier (or any of Into the Glacier sub-brands), a minimum of 24 hours’ notice of cancellation or amendment 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 Into the Glacier 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 the customer contact form 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 Into the Glacier. Tours operated by trusted partners are subject to the operators‘ cancellation policy.

Cancellations of Multi-day, Self-Drive, Stopover Packages, Group & Trekking Tours
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: Into the Glacier 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.

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 Into the Glacier 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.

Self Drive tours are not eligible for partial cancellations of included activities and/or passenger count. Complete cancellations follow the terms mentioned here above.

Note: If you’ve booked a multi-day tour with a promo code MULTIDAY15 between March 13 and June 15, 2020, you can cancel your booking up to 72 hours before the tour starts and get a full refund. If you cancel the tour within the 72-hour period before the tour begins, no refund will be issued to the traveler. Otherwise, it will follow the standard terms and conditions. This offer is valid only for the travel period between March 15 and December 31, 2020. (updated: March 24, 2020)

Cancellations of Private & Customized Tours


Cancellations of Private & Customized Day Tours (Individuals and Group Bookings)
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 Into the Glacier will be charged for all costs such as guides, transport, etc.

Cancellations of Private & Customized Multi-Day Tours (Individual bookings, 1-9 participants)
More than 14 days’ notice	90% refund**
Less than 14 days’ notice	50% refund* **
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.

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 Into the Glacier will be charged for all costs such as guides, transport, accommodation, etc.

Cancellations of Private & Customized Multi-Day Tours (Group bookings, 10+ participants)
More than 8 weeks’ notice	90% refund**
Less than 8 weeks’ notice	50% refund* **
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.

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 Into the Glacier will be charged for all costs such as guides, transport, accommodation etc.

Cancellations of Airplane & Helicopter Tours
More than 72 hours’ notice	90% refund*
Less than 72 hours’ notice	50% refund*
Less than 48 hours’ notice	No refund

Cancellations 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.

Cancellations made with less than 72 hours’ notice:

You will be refunded 50% of the total tour price. 50% is non-refundable, as this represents our direct cost of canceling any arrangements made for your tour.

Cancellations made with less than 48 hours’ notice:

No refund will be given if tours are canceled with less than 48 hours’ notice, as Into the Glacier will be charged for all costs such as guides, transport etc.

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

Cancellation of partner tours:

Tours operated by trusted partners, as marked in the booking process, are subject to the partners‘ cancellation terms. The terms will be stated on the ticket after purchase. Information on the terms can also be provided in writing. Please contact Customer Care for further information.

Car Rental – Terms and Conditions

This applies to the rental cars that are included in Self Drive packages, and direct rentals. Rental Contracts are exclusively entered into at branch locations of the car rental company, its affiliates or their respective franchisees.

Obligations of the Lessee:

1) The lessee agrees to the provisions of this lease and has received a copy of it.

2) The lessee will return the automobile:

a) And all accessories (including tires and tools) in the condition they were when received, with the exception of normal wear due to use.
b) On the date specified in this lease, unless otherwise agreed upon later.
c) To the lessor’s premises, unless otherwise specified.

3) If the lessee does not return the automobile at the time agreed upon in this lease, or does not declare his intention to extend the lease, the lessor or the police is authorized to repossess the vehicle without further notice and at the lessee’s expense. Extending the lease is dependent upon the consent of the lessor. If the lessee returns the vehicle 1 hour or later after the lease has expired, the lessor is authorized to demand up to 24-hours rental under the terms of this lease.

4) The vehicle shall be handled and driven carefully. Only those named as drivers on the first page of this agreement are authorized to drive the automobile. The lessee is liable for damages resulting from the use of the automobile for which no compensation will be paid by the vehicle’s insurance company. This includes damage to the automobile and/or injury to passengers due to the following:

a) Off-road driving.
b) Driving across rivers or any kind of watercourse.
c) Intentional acts or gross negligence.
d) Use of intoxicants by the driver.
e) Vehicle use that contravenes Icelandic law and/or the provisions of this lease.

5) In the event of a collision or accident, the lessee shall immediately notify the appropriate police authorities as well as the lessor of the incident, and the lessee may not leave the scene before the police have arrived.

6) The number of kilometers (km) that the vehicle will be driven while this lease is in force is determined by reading a normal odometer supplied with the vehicle by the manufacturer. The lessee shall notify the lessor as soon as possible if the odometer is out of order or stops functioning during the term of the lease.

7) The lessor is not responsible for the disappearance of or damages to property that the lessee or any other party leaves in or transports with the vehicle.

8) The lessee agrees to pay the lessor, upon request:

a) A deposit amounting to the estimated cost of hiring the car.
b) Any and all expenses incurred by the lessor if he has to bring the vehicle back to his premises, in the event that it has been left somewhere without supervision, regardless of the condition of the vehicle, the roads or the weather.

9) The lessee is not authorized to have repairs done or make changes to the vehicle or its accessories, or to put the vehicle up as any kind of security, without the prior consent of the lessor.

10) The lessee is liable for all parking meter charges and fines for breaking traffic laws.

11) The lessee is not authorized to use the vehicle for transporting passengers for payment, loan it to others, or sublease it.

Obligations of the Lessor:

12) The lessor will supply the vehicle at the agreed time and make sure it meets all the demands.

13) If the vehicle malfunctions, the lessor shall supply the lessee with a comparable vehicle as soon as possible. If the damages are minor, the lessor is authorized to have repairs done on the vehicle after obtaining the lessee’s consent.

14) The lessor shall inform the lessee of the content of this agreement, particularly as to the regards of the obligations that the lessee undertakes by signing it.

15) The lessor shall inform a foreign lessee about Icelandic traffic regulations, traffic signs, and regulations banning off-road driving. The lessor shall particularly point out the danger stemming from animals on the roads.

16) If the lessor wants to limit the use of the vehicle in regard to its equipment and/or road conditions, this shall be done in writing before this lease is signed.

17) The lessor will maintain valid liability insurance for his business operations.

Insurance:

18) The lease sum/rental fee includes mandatory vehicle insurance, that includes liability insurance and accident insurance for the driver and the owner.

19) Third-party liability insurance consists of the amount stipulated by Icelandic law at any given time.

20) The lessee can purchase separate accident (All-risks) insurance. This policy will specify the amount deductible in each instance of loss.

21) This accident/all-risks insurance does not cover:

a) intentional damages or damages due to gross negligence on the part of the driver.
b) damages resulting from the driver being under the influence of alcohol, stimulants or sedatives, or in any other way incapable of driving the vehicle in a safe manner.
c) Damages due to race or test driving.
d) Damages due to war, revolution, civil unrest, riots.
e) Damages done by animals.
f) Holes burned into seats, carpets, or mats.
g) Damages affecting only wheels, tires, suspension, batteries, glass (other than windows), radios, or loss by theft of parts of the vehicle and damages resulting from this.
h) Damages caused by driving on rough roads to the vehicle’s transmission, drive, other parts that are in or attached to the chassis; damages to the chassis resulting from the vehicle scraping bottom on rough roads as a result of ridges being left by road graders; stones lodged in the road surface or on the shoulder of the road. The same applies to damages occurring when stones are thrown up, striking the underside of the vehicle during driving.
i) Damages resulting from driving in places where vehicle traffic is prohibited, such as paths, tracks, banks of snow, ice, unbridged rivers or streams, beaches, places only accessible at low tide, or other trackless areas. However, compensation will be paid for damages if the driver is forced to leave the road, for example, due to road repairs.
j) Damages caused by sand, gravel, ash, pumice, or other kinds of earth material being blown onto the vehicle.
k) If the vehicle is transported by sea, no compensation will be paid for damages caused by sea spray/seawater.
l) In other instances, reference is made to the general conditions for accident /All-risks insurance.

22) The lessee may purchase special Gravel protection (GP), Theft protection (TP), and Super collision damage waiver (SCDW).

General provisions

23) This lease agreement should be kept in the vehicle at all times.

24) Additions and amendments to the conditions and provisions of this lease agreement shall be made in writing.

25) Icelandic law applies to agreements made on the basis of the terms cited above. This includes any claims for compensation that might be made. It also applies to the basis for and the calculation of compensation. The same applies to claims for damages based on liability outside this agreement. If legal disputes arise concerning this lease agreement, they will be heard before the lessor’s legal venue.

26) It should be pointed out that disputes between the parties to this lease agreement can be submitted to the active Arbitration committee of the Icelandic Consumers Association and the Icelandic Travel Industry Association.

27) In the course of the performance of the rental process, it is necessary to collect some personal data. It is mandatory to provide all the requested information. In the absence of such information, car rental organization will not be able to correctly process your rental. The car rental service provider will use your personal data to assist you with reserving, renting, and leasing vehicles and for marketing purposes. You may correct factual errors in that data or exercise your right to access, update, or delete personal data by sending a request to the car rental company using the contact details provided in the rental agreement that you signed when you collected the vehicle. The Data Controller may transfer your personal data to entities in the car rental association located in: (i) the EU or (ii) the United States which adhere to the Safe Harbor principles. The company may use your personal data to (i) provide effective services, (ii) conduct analytic and/or direct marketing activities, and (iii) allow the car rental service provider to undertake customer satisfaction surveys by email or by contacting you on your cell phone or other number listed on the rental agreement or otherwise provided to the car rental service provider. Where required by law, you consent to the use of your personal data for the purposes in this section and to the transfer of your personal data to entities in the car rental service provider located outside of your country. For more information, please consult the car rental service provider. They may also use and disclose personal data to respond to legal requirements (e.g. request from law enforcement agencies), to enforce local policies, to respond to claims or to protect the rights, property, or safety of others.

Last updated and valid for bookings made on or after 1st of June 2020. Click here for older version

Cancellation and Privacy Policy 2020

CANCELLATION

All cancellations must be made by letter or e-mail. In conformity with business practices within the Icelandic travel industry, the Travel Agent is obliged to charge cancellation fees to the passenger(s) as follows:

CANCELLATION CHARGES INDIVIDUALS

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.

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 Into the Glacier. Tours operated by trusted partners are subject to the operators‘ cancellation policy.

CANCELLATION CHARGES GROUPS

Cancellations of Private & Customized Day Tours (Individuals and Group Bookings)
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.

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 Into the Glacier will be charged for all costs such as guides, transport, etc.

PRIVACY POLICY

All personal information will be strictly confidential and will not be given or sold to a third party.

GOVERNING LAW / JURISDICTION CLAUSE

These Terms and Conditions are in accordance with Icelandic law.