Terms and Conditions of Service
1. General terms
Tröllaferðir ehf. 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.
These terms and conditions may be amended from time to time and apply to all of our services.
Skaftafell.com and Iceland Advice are a subsidiaries of Tröllaferdir ehf.
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.
Tröllaferðir is a tour operator offering day tours, multi-day tours, and adventure tours in Iceland. Bookings can be made directly through Tröllaferðir and/or any other website through which Tröllaferðir makes their services available. If you are having any problems booking through Tröllaferðir website www.troll.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 Tröllaferðir immediately as it may not be possible to make amendments to your reservation when it gets closer to the departure date. Tröllaferðir 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 Tröllaferðir in writing by email to [email protected] and be confirmed by Tröllaferðir to be valid.
You can cancel your day tours up to 24 hours before departure time of the tour and receive a full refund. No refund is given if a day tour tour is cancelled within less than 24 hours before the departure time of the tour. This includes bookings made within 48 hours before departure.
4. Cancellations of multi-day tours by customer
A cancellation confirmation must be sent to Tröllaferðir in writing by email to [email protected] and be confirmed by Tröllaferðir 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. Changes or Cancellation by Tröllaferðir
Tröllaferðir 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. In the case where Tröllaferðir cancels a tour, Tröllaferðir will make every effort to provide alternative arrangements without additional cost. A tour cancellation made by Tröllaferðir is entitled to a full refund.
6. Pick up
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, Tröllaferðir can not be responsible if you miss the tour.
7. 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,Tröllaferðir 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.
8. 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, Tröll Expeditions reserves the right to accommodate you in a twin room with another fellow solo traveler of the same gender.
9. Prices and Currency
All prices for the services provided by Tröllaferðir are in the company’s local currency, Icelandic Krona (ISK). As a local Icelandic tour operator Tröllaferðir 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
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.
11. 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.
12. Right to cancel a tour or move to a partner operator
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.
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 sights.
13. 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.
Tröllaferðir 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.
14. Our Liability & Compensation
Tröllaferðir 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 Tröllaferðir, you acknowledge that we have taken all reasonable steps to safeguard its liability in this respect.
15. 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.
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 a number of sources including but not limited to:
- our Websites (including but not limited to skaftafell.com, troll.is, trollaferdir.is, trollexpeditions.com, solheimajokull.is, icelandadvice.is);
- our social media (including but not limited to instagram.com/trollexpeditions – twitter.com/trollexpeditions – facebook.com/trollexpeditions – youtube.com/rollexpeditions);
- banners, banner ads;
- cookies from our websites;
- any software; and
- any other way information is collected manually or electronically.
2. Why We Collect Information
The data that we collect from you may be 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 works for us or for one of our suppliers. Such staff maybe engaged in, among other things, the fulfilment 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 fulfil obligations in other Terms such as the Returns Policy;
- to maintain the Services and Website;
- improve the browsing experience of the Website;
- 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.
3. What Do We Do With This 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.
4. We Do Not Disclose 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;
- 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.
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]
5. What Are Your Rights
Your personal information is protected under data protection law and you have a number of rights (see below) which you can seek to exercise.
The right of access
You have the right to access your personal data (e.g. data that is about you) that we hold, subject to certain exceptions.
The right to rectify your personal information
If you discover that the information we hold about you is inaccurate or incomplete, you have the right to have this information rectified (i.e. corrected)
The right to be forgotten
You have right to request that we delete your data. We will do so, provided we do not have a compelling reason for keeping it. Please be aware that if you request for your personal information to be deleted, such requests may affect your relationship with us as a customer.
The right to restriction of processing
In some cases you may have the right to have the processing of your personal information restricted. For example, where you contest the accuracy of your personal information, its use may be restricted until the accuracy is verified.
The right to data portability
You have the right to receive, move, copy or transfer your personal information for your own purposes across different services, for example different unions.
The right to withdraw consent
You have the right to withdraw your consent where we are relying on consent to process your personal data. If you withdraw your consent, we may not be able to provide certain products or services to you.
If you want to exercise any of the rights described above or are dissatisfied with the way we have used your information please contact us in writing, by email or telephone using the details shown under “contact us” below, or if you have any queries in relation to your rights. Please note that these rights do not apply in all circumstances.
6. How Long We Store Your Personal Data
We will keep hold of your data for no longer than necessary. The length of time we retain it will depend on any legal obligations we have, the nature of any contract we have in place with you, the existence of your consent or our legitimate interest as a business.
7. Contact Us
Tröllaferðir ehf. / Skaftafell.com / IcelandAdvice.is
Address: Fiskislóð 45 G, 101 Reykjavík. Iceland
Phone Number: +354 5195544
Should you wish to report a complaint or if you feel that Our Company has not addressed your concern in a satisfactory manner, you many contact The Data Protection Authority.
Address: Rauðarárstígur 10, 105 Reykjavík, Iceland.
Phone Number: +354 510 9600
Email: [email protected]