Below you will find our terms and conditions. We advise all our guests to read through them so they know exactly what to expect if something out of the ordinary happens.
Payments
For multiday itineraries, a deposit payment is required from all our customers at the time of booking to secure your spot. Your booking is not confirmed until we have received your deposit. We require payment in full by 90 days prior and we reserve the right to cancel any booking that has not been paid in full by this time.
For day tours, we require full payment from all customers at the time of booking. We reserve the right to cancel any booking that has not been paid in full 48 hours before the start of the tour, unless it has been otherwise discussed.
Booking through our Website
From our website’s booking pages, you will be transferred to a secure third-party payment page where you will put in all your details including your credit card number. This payment page is provided by Bokun and Paypal. Once you have taken care of the payment, you will receive a booking confirmation and a credit card receipt via e-mail.
We Accept
MasterCard, Visa, Paypal
Trouble with Payment
If you get an unexpected error on the payment page, it’s likely that your credit card issuer has put a block on foreign or unfamiliar transactions and has stopped the payment from going through. This can usually be fixed with a quick phone call to the card issuer and is usually resolved quickly.If you experience other problems with the payment page, please contact us and let us know so we can look into it for you.
No-show
When a guest books a tour and does, for whatever reason, not show up for it this is called a no-show.Please note that you, as a guest, are responsible for making sure that all your travel information is correct. Therefore, it’s very important that you go over the booking before you finalize, making sure the date and pickup information is correct, and that you read over your confirmation and tickets after you have booked.The tickets usually contain important information about meeting points, pickup time and places and whether there’s anything special you need to consider for each particular tour.If you miss your tour because you missed your pick-up or your flight was delayed that is considered a no-show. If you are a no-show for a tour, you are not eligible for a refund.
If you miss your pickup
If you have a problem with the pickup it’s always best to contact the partner in question directly as they are best equipped to help you.In some cases, the partner will allow you to join another tour at another time. Whether this is possible is based on the availability each time and the size and price of each tour. You cannot count on this so make sure you do everything you can to avoid missing the pickup.
If you are delayed, for whatever reason
The sooner we, or our partners, know that you are running late, the likelier it is that we can help you. We can’t make any promises though so try to make sure you are on time for all your tours.
Cancellations
All cancellations must come in writing via e-mail. If you call us with your cancellation, we will ask you to follow up via e-mail to make sure we have all the correct information.
Booking our Tours via our Website
Each partner has their own cancellation policy which is listed on the page for each tour. When you book through our booking system you will need to agree to these cancellation policies before you carry on with your booking. We urge you to read through them before you carry on. You will also find the cancellation policy on the tickets you receive once payment has been finalized.
For multiday itineraries, the general rule is that if you cancel within 30 days of booking your trip, you are eligible for a refund of your deposit and/or full payment. If you book at or under 90 days prior to departure, deposits and full payments are non-refundable.
Please note: If the 90 day date over laps with your 30 day refund period, the 90 day date takes priority.
For day trips, the general rule is 24-48 hours, depending on the tour, you are not eligible for a refund. Refunds will only be issued to the card used to purchase the tour.
Weather Cancellations
If our partners need to cancel a tour because of unfavourable weather conditions, you will get a full refund for the tour. The tour operator in question will decide when to cancel a tour due to the weather. This only applies if the tour is canceled, not if you cancel because you don’t like the weather.
Travel Insurance
Many travel insurances will cover tours you miss or can’t go on due to medical resons, sick family members and so forth. Therefore we recommend you never travel without it, especially since they are not that expensive.Please note that many credit card companies offer travel insurances to their customers through the credit card so you might be insured without knowing it. Please contact your card issuer for more information.
Refunds for Tours
We try to issue refunds in a swift and timely manner but when the weather is bad we might have a lot of refunds to deal with. All refunds will be dealt with within 7 days. Expect a longer response time on the weekend or around public holidays.
We need to confirm the cancellation with the partner before we can issue the refund. Usually, this doesn’t take us long but it depends on how busy the partner is. We do what we can to speed up the process and we try to keep you updated while you wait. Refunds will only be issued to the card used to purchase the tour. Once the refund has been issued it can take up to 3-10 business days for the refund to show up on your statement. On rare occasions, it can take up to 30 days but this depends on how quickly your card issuer deals with the refund. Please note that if your partner tour is canceled due to the weather, you need to contact us and ask for a refund. If you don’t, we assume that you were rebooked on another tour with the partner.
Complaints
Thankfully, we don’t get many complaints but on the rare occasions that we do, we try to solve the matter quickly and in good cooperation with all parties.
Please note: in some cases you have to send the complaint to the appropriate partner within a certain number of days to be eligible for any sort of compensation. This is usually stated in their terms and conditions or the contract you sign on the day of the tour. Therefore it’s always best to do contact the partner immediately after the tour.
We choose our partners carefully, based on personal relationships, recommendations from industry professionals, and our own research. It is important for us to know if their service is unacceptable and we look at this as part of our quality control. When we receive a complaint about one of our partners we always give them a chance to tell their side of the story before we act on the complaint. Because of this, it can take us a few days to deal with your complaint but we’ll do our best to keep you updated.If you have an issue that you want to take up with us, the best way to do it is to send us an e-mail. You can of course also call us but then we will ask you to follow up with an e-mail to make sure we have all the information needed.
The general rule is that the sooner that you speak up about your issue the easier it is to address it.