The following terms and conditions apply to all our requests and bookings, unless otherwise specifically agreed with us in writing. By making a booking with Arctic Shorex you implicitly agree that your booking with us is bound by our terms and conditions.
Tour bookings are considered confirmed once paid for, and remain confirmed as long as all pending balance payments are made in a timely manner and a cancellation is not communicated by either party. The booking price is fixed in ISK (Icelandic kronas). After booking you will receive a formal booking confirmation from us with:
– The main tour details
– A booking number
– Meeting instructions
– Emergency phone contact information (for the tour day)
We reserve the right to cancel a tour reservation if payments are not made on time. Any such cancellations will be communicated to the customer by email. Partial refunds will be made as per the respective cancellation schedule of the tour, using the missed payment due date as the official cancellation date.
Payment at the dock is not accepted.
a) Shore Excursions operated by Arctic Shorex
A 20% non-refundable deposit payment is required for all Arctic Shorex operated shore excursions with the remaining payment to be made 30 days in advance. If a booking is made 60 days or less in advance of the tour, a full advance payment is required.
If the customer decides to cancel, the deposit will be forfeited. Proportionate refunds off the full tour amount after full payment has been made are determined as per the following fixed schedule:
– 60% refund if cancelled with at least 14 days notice
– 40% refund if cancelled with at least 7 days notice
– 20% refund if cancelled with at least 48 hours notice
– No refund is given for cancellation within 48 hours
Refunds following a customer cancellation will be processed promptly within a few business days after the cancellation is confirmed in writing by Arctic Shorex, with the refund ratio calculated from the date and time of receipt of the customer’s cancellation notification.
If the customer’s cruise ship cancel its port visit, the entire amount paid by the customer will be refunded. Refunds following a cruise ship cancellation will be processed promptly within a few business days after the scheduled cruise ship docking date. Only customers who still have a confirmed booking on the scheduled cruise ship docking date are entitled to a full refund.
If Arctic Shorex is forced to cancel the tour operation, the entire amount paid by the customer will be refunded. In case of partial tour cancellations we will offer a partial refund. Refunds following Arctic Shorex cancellation will be processed promptly within a few business days after the announcement of tour cancellation. Only customers who still have a confirmed booking at the time of announcement of tour cancellation are entitled to a refund. Under no circumstances is Arctic Shorex liable to further compensation than the full tour price paid.
Arctic Shorex takes confirmed bookings very seriously and only voluntarily cancels tours in cases such as unsafe weather conditions, legal requirements, vehicle breakdowns, staff illnesses, “force majeure” or any other logistical issues which make it impossible to operate a tour matching the experience indicated to the customer at the time of booking.
If Arctic Shorex operates a tour but fails to bring customers back to the dock on time, with the result that customers get left behind by their cruise and stranded in port, the entire amount paid for the tour by the affected customers will be refunded. Only customers who booked a tour which was scheduled for their respective cruise ship are entitled to a refund. Refunds following such mishaps will be processed promptly within a few business days after the tour date. Under no circumstances is Arctic Shorex liable to further compensation than the full tour price paid. Arctic Shorex is however always responsible for getting the customer back to the starting point of the tour.
Arctic Shorex takes great precautions to ensure customers always get back to the dock on time as per their tour schedule – we consider this our first priority when we operate shore excursions, and schedule our tours to finish no later than one hour before the last “all aboard”, and to demonstrate our commitment we therefore offer a full refund were this ever to happen (at the time of this writing we have never had an occurrence of our customers getting left behind by the cruise ship). For the sake of minimising your travel risk however, we highly recommend that you take out personal international travel insurance that covers any costs you might incur from getting stranded in a port.
b) Shore Excursions, Other Tours And Services operated by third party partners of Arctic Shorex
Shore excursions, other tours and services, and extras sold by Arctic Shorex but operated by our third party partners do in some cases have different policies in terms of deposit amounts, payment deadlines and cancellation schedules & terms. Such differences will be communicated to the customer before the first payment is submitted, or mutually agreed at any stage prior to the tour, else our general payment and cancellations terms from section a) apply.
Some of the third party partner operated tours which we offer are not tailored to cruise ship passengers, and therefore will most likely contain a mix of cruise ship and non-cruise ship passengers, and will not have tour timings tailored to cruise ship departures.