Terms & Conditions
Glacier Encounter ehf.
Effective: May 6, 2023
Glacier Encounter ehf. reserves the right to make changes to the TERMS AND CONDITIONS at any given time. To keep up to date with the latest changes, we advise you to frequently visit this page.
1. General terms
1.1 The customer making the booking accepts these conditions on behalf of all members who are traveling together.
1.2 Glacier Encounter ehf. takes pride in keeping all tours private. There is no mixing different groups in one tour. This doesn’t mean you will be alone at all times during your experience. There are other tour operators operating on the same glacier so you might see other groups around. Our goal is to get away from the crowds so your experience is truly private. We achieve this almost all the time, but of course we cannot guarantee it.
1.3 customers of Glacier Encounter ehf. accept that the tour / activity is taken at their own risk.
1.4 customers must be fit enough for the activity they are participating in. They must be dressed and geared up according to weather conditions.
1.5 Glacier Encounter ehf. does not accept liability in any loss, accidents, injuries or sickness during a time of a tour. Glacier Encounter ehf. does not assess responsibility for injuries or accidents that are caused by customers actions, or their failure of following guidelines given by the guide at any time.
1.6 Glacier Encounter ehf. does not accept liability for any changes in tour schedule due to natural disasters such as floods, earthquakes, volcanic eruptions, volcanic activity, weather, strikes or any other events out of our control.
1.7 Glacier Encounter ehf. has the right to change 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 you acknowledge and agree to have read, understood, and agreed to the terms and conditions set out in this document.
2.2 Glacier Encounter ehf. is a tour operator offering day adventure tours in Iceland. Bookings can be made directly through Glacier Encounter ehf. and/or any other website through which Glacier Encounter ehf. makes the services available.
2.3 Glacier Encounter ehf. Uses Bokun as a booking system and Teya as a payment provider. Both companies use the latest technology to protect your Credit/Debit Card Security and other information. Glacier Encounter ehf. does not store or hold your card details.
2.4 If needed documents are not presented and/or signed upon arrival of the tour, Glacier Encounter ehf. has the right not to bring you on a tour.
2.5 Glacier Encounter ehf. is not responsible for mistakes in the booking process.
3. Prices and Currencies
3.1 All prices for the services provided by Glacier Encounter ehf. are in Icelandic Krona (ISK).
3.2 Glacier Encounter ehf. Reserves the right to make any price changes of any products or services at any given time. This includes any type of discounts implemented.
3.3 Glacier Encounter ehf. 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 Glacier Encounter ehf. control).
4. Cancellations & Refunds
4.1 No refunds will be given in case of natural disasters including but not limited to volcanic activity or eruptions, floodings, earthquakes, etc, rescheduling will be offered.
4.2 A cancellation request will be processed if the notification of tour cancellation is sent via email to [email protected]. The request has to be confirmed by Glacier Encounter ehf. to be valid.
4.3 Cancellations from customers will be eligible for full refund if they are requested 24 hours in advance to the tour departure time.
4.4 For cancellations requested 24 hours prior to departure time 100% refund will be offered.
4.5 No refund will be offered if a cancellation is requested 24 hours or less before the tour departure time.
4.6 Glaciers and ice caves in particular change often, and sometimes they become inaccessible due to glacier changes, bad weather or other environmental circumstances. Glacier Encounter ehf. reserves the right to cancel a tour when the company considers that safety cannot be guaranteed. In this case, we will try to arrange an alternative tour without additional cost. If this is not accepted by the customers a full refund or a reschedule to a different date will be offered.
4.7 Glacier Encounter ehf. reserves the right to change or alter tour itineraries due to weather or road conditions. If Glacier Encounter ehf. decides to cancel the tours due to bad weather, a full refund will be offered to customers. This decision is usually taken the day before the tour and customers will be notified about the cancellation as soon as possible.
4.8 In case of having a shorter trip due to the weather or other factors outside of the customers’ control a refund can be offered.
For glacier hikes if customers spend more than 45 minutes walking on the glacier no refund will be offered. If this time is less than 45 minutes a refund of 50% to 30% will be offered.
For technical trips if customers spend more than 1.5 hours on the glacier and do at least one climb no refund will be offered. If this time is less than 1.5 hours a refund of 50% to 30% will be offered.
4.9 If the tour is not completed or cut short due to customers’ inability or impediment of any sort no refund will be offered.
4.10 If customers are late for a tour, it will be shorter. The finishing time of the tour will be the one scheduled. No refund will be offered.
4.11 If customers don’t show up when tours are able to operate safely, even in bad weather conditions, no refund will be offered.
4.12 Glacier Encounter ehf. will not charge any extra fee for refunding a tour or a reschedule.
5. Privacy Policy
5.1 When customers visit www.glacierencounter.is and/or book a tour, we may collect the following data:
IP address.
Contact information (telephone number) and email address.
Name, nationality and preferred language.
Information about the payment method.
Data profile regarding online behavior on the website.
Other information such as interests and preferences.
5.2 The information will be stored in third party services such as Wix.com, Bokun.io and Google.
5.3 Glacier Encounter ehf. is committed to securing this data and keeping it confidential.
5.4 Glacier Encounter ehf. has done all in its power to prevent data theft, unauthorized access, and disclosure by implementing the latest technologies and software.
5.5 Glacier Encounter ehf. will not lease, sell or distribute this personal information to any third parties, unless we have the customer’s permission or the law forces us.
6. Rental of Equipment
6.1 GE strongly recommends our guests to bring hiking boots.
6.2 Hiking boots can be rented on location only, but this is not always possible. The guide may advise customers to rent hiking boots. The guide can refuse to take you on the trip if you don’t have appropriate hiking boots.
6.3 For Ice Climbing and Extreme Encounter trips, customers will be given ice climbing boots without any additional cost. For the rest of the tours, the cost of the rental is not included in the tour price and is covered by the customer.
6.4 GE has a limited number of boots to offer to our guests and cannot guarantee boots availability for all customers.
6.5 Hiking boots can be rented on location only, but this is not always possible. A third party company is providing the rental boots. Glacier Encounter cannot guarantee that there will be rental boots available for all the participants. Sometimes demand is too high or there are stock issues.
7. Medical and Dietary Conditions
7.1 All customers 18 years of age and above have to sign the “Health and Safety Waiver” before the start of the trip. In case there are any underage participants in the tour, their liability release of this waiver is accepted by the guardian’s signature.
7.2 If you are affected by a medical condition which may affect your enjoyment of the tour, you must advise this at the time of the booking.
7.3 Glacier Encounter ehf. reserves the right to refuse service to customers who may not be fit enough for the tour/activity.
7.4 Customers under the influence of alcohol or other substances will be prohibited from joining the tour/activity.
8. Legal Disputes
8.1 Reykjavik, Iceland, will be the legal site or setting where Glacier Encounter ehf. and the customer will treat any legal disputes.
8.2 Icelandic law shall apply to any legal issues that arise between the two parties.