TERMS AND CONDITIONS
The customer making the booking accepts these conditions on behalf of all members who are travelling together.
Terms and conditions
The customer making the booking accepts these conditions on behalf of all members who are travelling together.
These terms and conditions may be amended from time to time and apply to all of our services.
1. General terms
1.1 Clients of Tröll Expeditions accept that the tour / activity is taken at their own risk.
1.2 Clients must be fit enough for the activity they are participating in. They must be dressed and geared up according to weather conditions.
1.3 Tröll Expeditions does not accept liability in any loss, accidents, injuries or sickness during a time of a tour. Tröll Expeditions does not assess responsibility for injuries or accidents that are caused by clients action, or their failure of following guidelines given by your guide at any time.
1.4 The same applies for any changes in tour schedule due to weather, strikes or any other force majeure.
1.5 Tour operators have the right to change routes, schedules and itineraries if needed. This might be applied due to bad weather, road conditions or any other unforeseen reasons. We advise all travelers to purchase comprehensive travel insurance to minimize possible losses due to unforeseeable situations during the trip.
2. Booking and payment
2.1 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.
2.2 Tröll Expeditions is a tour operator offering day tours, multi-day tours, and adventure tours in Iceland. Bookings can be made directly through Tröll Expeditions and/or any other website through which Tröll Expeditions makes the services available.
2.3 If you are having any problems booking through Tröll Expeditions’ website www.troll.is, then please contact our Customer Service Team on info@troll.is.
2.4 Make sure to fill in and/or provide all necessary information upon booking your tour(s). Once you have completed the booking process, a booking confirmation will follow, together 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.
2.5 You are responsible for making sure that all details on your confirmation voucher are correct. In the event of discrepancy, such as booking mistakes where the wrong date and/or incorrect number of participants was booked, contact Tröll Expeditions immediately as it might not be possible to make any amendments to your reservation once it gets closer to the departure date.
2.6 If needed documents are not presented and/or signed upon arrival of the tour, Tröll Expeditions has the right not to bring you on a tour.
2.7 Tröll Expeditions is not responsible for mistakes in the booking process.
3. Prices
3.1 Please note that all prices for the services provided by Tröll Expeditions are in Icelandic Krona (ISK). Tröll Expeditions is not responsible for currency fluctuations and / or fees ( such as bank transfer fees, credit card fees, or any other fees that may be applied outside of Tröll Expeditions control). *A process fee of three per cent ( 3%) is deducted if a booking needs to be cancelled from the system and refunded.
3.2 All charges are made in Icelandic Krona (ISK). On troll.is you can view the prices in other currencies as well, however these currencies are just an approximation. Currency exchange is not being followed each day, so the prices displayed on the website might not be exactly the same as of time of the booking.
4. Cancellation of a tour & refunds
4.1 A cancellation confirmation must be sent to Tröll Expeditions in writing – by sending an email to info@troll.is . The request has to be confirmed by Tröll Expeditions to be valid.
4.2 You can cancel your tour up to 24 hours before departure time of your tour and receive a full refund except the card fee. 3% are card fees that we can not refund. No refund is given if a request for cancellation is sent within less than 24 hours before the departure time of the tour. This includes bookings made within 48 hours before departure.
| Self-Drive Activity | One Day Tour | Multi Day Tour | Ring Road | Partners Tours | |
|---|---|---|---|---|---|
| > 24 hours | 100% | 100% | 100% | 100% | 100% |
| < 24 hours | 0% | 0% | 0% | 0% | 0% |
4.3 Extra Activities (which can only be booked during Multi-Day Tours and Ring Road Tours) follow the same cancellation policy (section 4.1, 4.2 of T&Cs).
4.4 Requests for partial refunds need to be addressed within 2 weeks after the conclusion of a tour.
4.5 If you are late for a tour, your seat on the tour cannot be guaranteed or refunded.
4.6 Refunds on rental gear (hiking boots and rainwear) and on all other extras purchased follow the same cancellation policy (section 4.1 T&Cs). Please note that you are responsible for informing the guide whether rental gear has been rented. A refund cannot be provided if you have not asked the guide to provide them to you at the beginning of the tour.
4.7 Cancellation of Private Tours & Group Tours (groups bigger than 12 passengers)
4.7.1 You can cancel your tour up to 72 hours before the departure time and receive a full refund*. No refund is given if a request for cancellation is sent within less than 72 hours before the departure time of the tour.
| Private Tour | Group Tour | |
|---|---|---|
| > 72 hours | 100% | 100% |
| < 72 hours | 0% | 0% |
4.8 Cancellation of Private Customised tours
You can cancel a private customised tour** up to 72 hours before the departure time, and receive a 90% refund (10% service & administrative fees will be withhold.)
** A private customised tour is meant to be intended as a private tour which itinerary has been customised and differs from the standard Troll Expeditions tour advertised on the website; payment for these kinds of tours have been made through a payment link after a customised quotation.
No refund (0%) is given if a request for cancellation is sent within less than 72 hours before the departure time of the tour.
| Customised Private Tour | |
|---|---|
| > 72 hours | 90% |
| < 72 hours | 0% |
5. Changes or Cancellation by Tröll Expeditions
5.1 Tröll Expeditions reserves the right to change or alter tour itineraries due to weather or road conditions.
5.2 Itineraries can be changed or cancelled at any moment to assure the safety of passengers and staff. In case a tour gets canceled, Tröll Expeditions will offer an alternative arrangement (another tour).
5.3 If a tour or activity gets cancelled by the operator, a customer has the right to:
- choose another tour / activity (operated by Tröll Expeditions)
- get a refund of the tour / activity (*we can not refund card fees of 3%)
5.4 Northern Lights Tour Disclaimer
5.4.1 These tours are subject to correct weather conditions and sightings cannot be guaranteed with natural phenomenon such as these.
5.4.2 We reserve the right to cancel the tour due to unfavourable weather conditions.
5.4.3 If the tour does not operate at all during the customer’s stay, a full refund is given.
5.4.4 Once clients have joined the tour for the first time and there are no sightings of the northern lights, the ticket (same booking number) is valid for another northern lights tours trial with us, on the next available date when the tour is operated; this ticket /booking number can only be used by the original ticket holder and cannot be distributed to another person for their use, within 2 weeks from the first attempt.
5.4.5 Private Northern Lights tour is exempt from a second free trial, in case no Northern Lights were spot during the tour.
6. Pick up
6.1 During the booking process you might need to choose a pickup location and starting time. If you do not show up for the scheduled pickup in time and / or location (which is stated on your booking ticket), your reservation will not be refunded.
6.2 If you do not know your pickup location at the time of booking, you can add (or change) your pick up location later – up to 24 hours before the tour’s departure time. Please send an email to info@troll.is with your pick up location. If our Customer Service Team does not receive information about your pick up location 24 hours before departure, Tröll Expeditions cannot be responsible if you miss the tour.
7. Rental of Extras (hiking boots & waterproof clothing)
7.1 Extras such as hiking boots and waterproof clothing can be rented at check out upon booking, as well as on location for certain self drive tours at the following meeting points: Troll Expeditions Sólheimajökull, Troll Expeditions Katla, and Troll Expeditions Skaftafell.
If you have already made a reservation with us and would like to add rental gears, please contact our Customer Service Team (info@troll.is).
7.2 Extras follow our 24h cancellation policy (72h for private tours), therefore are NOT REFUNDABLE if a cancellation request is not sent on time.
7.3 If you rent any of the extras mentioned above and decide not to wear them, Tröll Expeditions will not provide you with a refund.
8. Single Supplement Fee
8.1 For multi-day tours, a 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.
8.2 If you want to sleep in different rooms, then a supplement fee will be charged separately for each room.
9. Prices and Currency
9.1 All prices for the services provided by Tröll Expeditions are in the company’s local currency, Icelandic Krona (ISK). As a local Icelandic tour operator, Tröll Expeditions is not responsible for currency fluctuations and or additional fees that may be applied (such as bank transfer fees, credit card fees, and other).
10. Adventure Travel and Client Responsibility
10.1 By booking an activity with Tröll Expeditions, you accept the hazards involved in this sort of tour and accept that when visiting remote and mountainous regions there is an element of on-tour flexibility.
10.2 The itinerary stated in the tour dossier is indicative only and not a guarantee that a particular route will be followed or place reached.
10.3 You must acknowledge that delays, alterations and their results (such as inconvenience and discomfort) are possible where unforeseen circumstances arise.
10.3.1 The tour duration indicated on our tours is an estimated time: if due to unforeseen circumstances the tour lasted slightly longer than usual, Troll Expeditions is not responsible for any consequences the mentioned circumstances might have on your travel plans. We discourage clients from booking a flight or any other mean of transportation on the same day when the tour is meant to start/ finish.
10.4 You must have a level of fitness commensurate with your chosen tour and you are responsible for bringing the appropriate equipment.
11. Personal Travel Insurance
11.1 Individual travel insurance is not included in the quoted prices.
11.2 It is recommended that clients take travel insurance against contingencies, including compensation for medical costs and cancellation fees.
11.3 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.
11.4 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 / clothing.
12. Right to cancel a tour or move to a partner operator
12.1 Tröll Expeditions 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.
12.2 Tröll Expeditions 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 places.
13. Medical and Dietary Conditions
13.1 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 the booking.
13.2 Tröll Expeditions reserves the right to refuse service to customers who may not be fit enough for the tour/activity.
13.3 Customers under the influence of alcohol or other substances will be prohibited from joining the tour/activity.
14. Our Liability & Compensation
14.1 Tröll Expeditions will accept liability for the negligence of its employees (who might cause direct physical injury to passengers) to the extent which is obliged under Icelandic law.
14.2 Tröll Expeditions 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, customs, police intervention or other such happenings amounting to force majeure.
14.3 By confirming your booking with Tröll Expeditions, you acknowledge that we have taken all reasonable steps to safeguard its liability in this respect.
15. Legal Venue
15.1 The customer and Tröll Expeditions ehf hereby accept the district of Reykjavik, Iceland, where the services are being supplied, as the proper legal venue.
15.2 Icelandic law shall apply to any legal issues that arise between the two parties.
16. Lost & found items
A 7000 isk "service fee" is charged to arrange shipping of lost & found items upon request. This excludes the costs of the shipping (trackable shipping method will be chosen, in order for you to see the status of the shipping process).
Note: we don't take liability on any unforeseen circumstances that might happen during the shipping process, after the shipping has successfully gone through.