Terms & 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 (mobile) website you acknowledge and agree to have read, understood and agreed to be legally bound to the terms and conditions set out below. No contract between the customer and Special Tours shall come into existence until Special Tours 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 the entirety of the payment.

Special Tours is a tour operator, offering a wide range of adventure tours in Iceland.

Bookings can be made directly through Special Tours, its sub-brands and/or any other website through which Special Tours makes their services available. If you are having any problems booking through Special Tours website www.specialtours.is then please contact our Customer Care Team.

Special Tours reserves the right to alter itineraries and/or timetables should it be necessary, due to adverse weather and or other related conditions.  Special Tours 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 Special Tours 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

1.1. Please note that all prices for the services provided by Special Tours and its sub-brands are in Icelandic Krona (ISK). We want to inform you that Special Tours is not responsible for currency fluctuations and additional fees outside its control that may be applied, such as bank transfer fees and credit card fees.

1.2. All prices shown on our website include value-added tax and are based on current prices. Special Tours reserves the right to alter or change already published prices on the website without prior notice in case of currency fluctuation, government taxes, or any such cost increases that are beyond Special Tours‘ control.

1.3. Prices are guaranteed against any surcharge after an invoice has been issued unless the increase is due to government laws or currency changes and amounts to 5% of the tour price or more. In such cases, amounts exceeding 5% will be charged, and clients will be entitled to cancel their booking with a full refund if the surcharge exceeds 10%. Any increase due to changes in government laws, such as tax changes, will be added to the invoice.

2. SPECIAL OFFERS & PROMOTIONAL CODES

2.1. Please note that special offers such as promotional codes cannot be applied to a reservation after a purchase has been made such as 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 in order to be valid and applied.

2.2. Please note that all special offers such as promotional codes and/or early bird discount only apply to the price of the tour. Extras and rental gear are not subject to discount.

2.3. Early bird discount is applied to the final price of the tour, if a special offer/promotional code is used, the early bird discount applies to the discounted price (full price less special offer/promotional code).

3. BEST PRICE GUARANTEE

3.1. We guarantee that you always get the lowest price when you reserve a tour through our direct channels. or we‘ll match the lower price! It’s easy to apply for the Best Price Guarantee on www.specialtours.is

Here‘s how it works:

1. Make a confirmed reservation through one of our direct channels (any Special Tours website).

2. If in the following 24 hours you find a lower online rate for an equivalent offer on another website (same tour, same date, same departure time etc.) send us a mail through our Customer Care Team, attaching the required supporting documents to request application of the best price guarantee. Please note that holiday pricing and special offers and promotions do not fall under the best price guarantee. For the best price guarantee to be applicable the other offer has to be for the same tour, same date, same departure time and have the same inclusions, cancellation policy and conditions.

3. One of our agents will then check that the lower rate on the other website complies with the Terms & Conditions of the Best Price Guarantee according to the rate and conditions you provide. If the rate mentioned meets the necessary Terms & Conditions, we will process a refund for the price difference and send you an email confirmation once processed.

4. If the rate mentioned does not meet the necessary Terms & Conditions, we will send you an email response justifying our answer.

4. PARKING & MOBILITY ISSUES

4.1. Free parking at the harbour is limited and we advice you to make use of the public parking spaces that are located all around the centre of Reykjavik – cost should be about 225 ISK per hour (our tours will range from 1-4 hours approx.)

 4.2. If you have any mobility issues, medical problems,  please let us know in advance and we will assist you. We have prepared our boats to be as accessible as possible – and we are always happy to help out – just ask us!

 5. PICK-UP & DROP-OFF SERVICES

5.1. Special Tours offers pick up and drop-off services for most of its tours. Please read the tour description very carefully to see if pick-up and drop-off services are included in the price, can be added as extras or the activity in question only offers the option of meeting us on location.

5.2. You as the traveler are responsible for your pick-up, this includes providing Special Tours with your pick up location in time as well as being ready at the correct time for the pick-up for your tour. Special Tours will provide you with information about your pick up time on your voucher which is provided upon booking. If you are unsure when to be ready for your scheduled tour then please contact our Customer Care Team.

5.3. 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 to pick you up.

6. MEETING US ON LOCATION

6.1. All our tours depart from Reykjavik’s Old Harbour (location) and the departure time is indicated on your voucher/confirmation. We ask that all our passengers arrive at least 20 minutes prior to departure for check in and boarding (recommended time is 30 minutes to be safe).

6.2. You as the traveler are responsible for arriving at the meeting point in time for your tour.  This includes being ready at the correct time at the correct location in time for your adventure tour. Special Tours will provide you with information about the meeting point for your tour on your voucher which is provided upon booking. If you are unsure when to arrive for your scheduled tour then please contact our Customer Care Team.

6.3. Please note that if you do not arrive in time for your tour and/or are late to the meeting point of the tour, that is to say, you do not arrive to the correct meeting point at the correct time for your adventure tour then you are not entitled to a refund of the price paid for the services.

7. TRAVEL INSURANCE

7.1. As with any and all world travel, we strongly recommend that you purchase a travel insurance policy in your home country that covers your cost should you have to cancel your travel reservation with short notice. This kind of travel insurance is not expensive and frequently covers other risks. Having travel insurance is always a good idea when traveling around the world. This is more relevant during COVID-19 times like now.

8. ICELANDIC WEATHER AND CONDITIONS

8.1. All adventure trips and outdoor activities are dependent on weather and general conditions. Special Tours reserves the right to alter routes, itineraries, departure times and or cancel your trip without prior notice with your safety in mind, should the necessity arise.

8.2. We can never guarantee sightings as we are working with wild nature and animals. We always do our best to provide a great service which includes taking you out on sea to explore the nature and its wonders out in Faxaflói Bay.

We recommend trying the northern lights tour on your first night in Iceland, to give you the best chance possible of catching the auroras.

If your Whale Watching tour does not encounter any whales or dolphins, we offer you another ticket for free. This policy applies also to our Northern Lights by Boat tours: if you don’t see any auroras, you can join us again on the next available day. NOTE: You always need to reschedule if you want you join us again, as places on our boats are limited. Please note that we cannot guarantee a tour on the next day/evening, it all depends on weather and sea conditions.

 We have had 100% success on our Puffin Watching & Sea Angling tours, however if there ever comes a day where you don’t see any puffins or there are no fish caught, we will offer you another free tour!

8.3. Please keep in mind that Iceland is and will always be Iceland. The weather changes fast on our northern island and with it, conditions change. Our guides are specially trained to deal with changing conditions and their number one priority is to make decisions with your safety in mind. Please be aware of this and respect your guide’s authority to do so. This is especially valid for winter travel in Iceland. Our summer trips, operated from June through August, are rarely adversely affected by harsh weather.

8.4. Special Tours can not be held responsible for any loss, damage, accident, injury, sickness, schedule change or other factors due to weather, strike, natural disasters or any other cause beyond Special Tours‘s control. Special Tours acts in good faith and cannot be held responsible for defaults or delays of organizations that are not a part of the Arctic family such as individual agencies, hotels, other tour operators, airlines, guides, restaurants or any other person‘s or company‘s act.

8.5. In the case of any changes to flights (domestic and international), the passenger is responsible for any additional costs incurred as a result of such changes (i.e. additional hotel nights, meals, transfers, etc.), at the time provided. We, therefore, advise all customers to have comprehensive travel insurance to meet all contingencies.

9. CLOTHING

9.1. Appropriate footwear and suitable outdoor clothing must be worn. We reserve the right to refuse participation to customers who are dressed inappropriately or with inappropriate footwear since this will put the client’s well-being and safety at risk. In such cases, full cancellation charges apply.

10. LUGGAGE

10.1. Please note that Special Tours cannot be held responsible for damaged luggage if it is taken on the tour. Luggage storage can be bought as an optional extra if the customer would like to securely store their luggage while on the multi-day adventure.

11. LOST AND FOUND

Special Tours holds no liability for any items that are lost or damaged during our tours. It is the customers’ responsibility to take care of their belongings and ensure their security. Found items should be reported immediately to the bus driver or an Special Tours representative.

Special Tours will make reasonable efforts to return lost items to their respective owners. Nonetheless, Special Tours cannot be held accountable for items that are lost or stolen. It is recommended that valuable items are never left unattended. Customers should remain vigilant and report any suspicious activity.

12. ASSUMED RISK & OUTDOOR ACTIVITIES

12.1. 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 Special Tours or its partners’ guidelines and must take proper responsibility for their own safety. All adventure tours and outdoor activities carry inherent risks and Special Tours or its partners do not assume any responsibility for accidents that are caused by its customers 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 your trip. Depending on the excursion, you may be requested to sign an additional liability release.

12.2. Our guides reserve the right to refuse participation to any customer who they believe will not be able to complete the tour because of their physical condition, injury or illness. In such cases, full cancellation charges apply.

12.3. We reserve the right to refuse participation to clients that are being physically or verbally abusive, or if they pose a threat to staff members or fellow travelers in any other way. In such cases, full cancellation charges apply.

13. ALCOHOL & DRUGS:

13.1. We reserve the right to refuse participation to clients 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 customer whose conduct or manner is likely to cause offense, upset or put other passengers in danger. In such cases, full cancellation charges apply.

14. REVIEWS & FEEDBACK

14.1. Special Tours welcomes all feedback, both positive as well as negative as it helps us improve our overall services, and performance. We would greatly appreciate it if you could share your tour experience with us.

14.2. Review Requests

Following the completion of your tour, Special Tours may contact you via email, WhatsApp, or SMS to invite you to share your experience. These communications are sent solely for the purpose of gathering guest feedback and improving our services. You may opt out at any time by contacting us directly.

Please note that all complaints must be submitted in writing to Special Tours within 5 days of the completion of your tour. Otherwise, possible compensation is not valid.

15. TERMS OF PAYMENT

15.1. Special Tours accepts all major credit and debit cards as well as AliPay. Purchases made via credit/debit card will go through 3D Secure. Arctic Adventures requires the full amount at the time of booking.

16. GOVERNING LAW AND JURISDICTION

16.1. This agreement shall be exclusively governed by and construed in accordance with Icelandic law.

16.2. Any disputes arising out or in connection with this agreement shall exclusively be submitted to and dealt with by the district court of Reykjavík.

SPECIAL TOURS CANCELLATION POLICY

All cancellation fees held by Special Tours 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 Special Tours shall come into existence until Special Tours 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 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 Special Tours 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.

Some tours are available with a Non-Refundable rate. Different cancellation and rescheduling conditions apply to bookings made with this rate.

17. CANCELLATION OR AMENDMANT 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.

All our tours are weather dependent, and may be subject to cancellations. Our captains will make their decisions based on many years of experience and always keeping in mind our passenger safety and comfort.

We can reschedule you for another day, but please call us to make sure we have availability next time you want to try.

In case of cancellations due to unfavorable weather conditions and you are not able to reschedule, you will receive a full refund (note: if you are using your “free ticket to try again” this does not apply).

 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:

17.1. Cancellations or amendments 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.

For all bookings of day tours operated by Special Tours (or any of Special Tours 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.

Please note that this only applies to tours operated by Special Tours. Tours operated by trusted partners are subject to the operators‘ cancellation policy. 

17.2. Cancellations or amendments of Northern Lights Tours

These tours are subject to correct weather conditions and sightings cannot be guaranteed. We reserve the right to cancel the tour due to unfavourable weather conditions if need be.

When the northern lights forecast looks good – but it is too windy to go out on sea – we will still take our customers out for a northern lights tour on a bus – plus a chance to re-book our boat tour the next available day!

If the tour does not operate at all (boat or bus) during your stay due to unfavourable weather conditions, you can exchange your ticket with one of the following options*:

• A Whale Watching Tour!

• The chance to join a night of fun at the Whales of Iceland Exhibition (while keeping your boat ticket!)

Or a full refund. (*All options have a value greater than or equal to your northern lights by boat ticket). – If you have purchased the ticket with an intermediary please check with them as they might have their own terms and conditions with refunds.

If you join the tour (boat or bus) and there are no sightings you will get another ticket to join us on the next available day

***We do not refund if you have already been on the tours and used our services – whether it’s by boat or by bus.

17.3 Cancellations or amendments 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 or amendments 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 or amendments of Private, Group & Customized Day Tours (Individuals and Group Bookings) made with less than 72 hours’ notice:

• No refund will be given if tours are canceled or if amendments are made with less than 72 hours‘ notice, as Arctic Adventures will be charged for all costs such as guides, transport, etc.

17.4. Cancellations or amendments 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. These cancellation policies apply during COVID-19 times as well.