Play Iceland Terms and Conditions

You will find below the Terms & Conditions (“T&C’s”)  for Play Iceland (www.playiceland.is or also referred to as the ‘website’). As a small business we aim to offer the best service and advice to our visitors. All the tours bookable on our site are hand-picked by us and provided by our partners. We hope that you won’t have any cause for concern but in any case it’s good to read carefully through the T&C’s so you know what to expect and how to proceed if you have any questions or in case something out of the ordinary happens.

General Terms & Liability

Agreement

By using this website, or booking any of our tours or purchasing any of the services or products featured there,  you agree that you have read and accepted Mady By Iceland’s  Terms & Conditions.

Liability & Disclaimers

Play Iceland reserves the right to alter routes, itineraries or timetables should the necessity arise, including irregularities due to adverse weather or road conditions. No responsibility is taken for losses or expenses due to delay or changes of flights, injury, damaged, negligence, weather, war or other unforeseeable causes. The estimated duration of tours as indicated on our website are standard times and can vary according to road or weather conditions. Punctuality is a key objective in Play Iceland’s operation. However, delays may occur for unforeseen reasons. The company cannot be made responsible for losses that a passenger may face due to delay, regardless whether the loss is direct or indirect.

Bookings for Partner Tours or Purchasing of Products or Services from Partners (through Play Iceland website)

When you book a tour through one of our partners or purchase a service/product you will need to become bound by the Partner’s own Terms & Conditions of booking or purchase. Please read carefully the Partner’s policies and terms before you pay for your booking or product/service. They will include all disclaimers, cancellations and returns rules depending on the individual Partner.

Travel Insurance

It’s always a good idea to check your travel insurance before you book a tour, especially when more extreme or riskier activities are involved. All our Partners have their own policies regarding risk and insurance but the general recommendation is that you should have a comprehensive travel insurance that covers you for all eventualities. Some policies even cover cancellations for tours due to medical or other reasons, so it’s worth being informed on what is included and what isn’t. 

Refunds, Cancellations and Delays

All cancellations must be made in writing (e-mail for instance), in conformity with business practices within the Icelandic travel industry.

We strongly recommend that our clients purchase a comprehensive travel insurance to cover possible need of cancellation.

If a volcanic eruption in Iceland keeps you from getting to Iceland, you will get a full refund.

If Play Iceland cancels your tour you get a full refund.

Cancellations of ​scheduled day tours*: 

*Except airplane and helicopter tours

Cancellations made with more than a 24-hour notice (before departure): Full refund (100%)

Cancellations made with less than a 24-hour notice: no refund.

No-show at pickup: no refund

If your flight is delayed or canceled, we do not make exemptions (but your travel insurance might cover the loss)

Note: Hiking​ ​ boot rentals are non-refundable​

 

Cancellations of ​Airplane and Helicopter tours: 

Cancellations made with less than two weeks and more than 72 hours – 90% refund

Cancellations made with less than 72 hours and more than 24 hours – 50% refund. 

Cancellations made with less than 24 hours – No refund 

 

Cancellations of ​scheduled ​multi-day tours (two days or longer):

Cancellations made with more than a 7-day notice (prior to departure): 90% refund.

Less than 7-day notice but more than 24-hour notice: 50% refund

Less than a 24-hour notice: no refund

No-show at pickup: no refund

If your flight is delayed or canceled, we do not make exemptions.

Note: Hiking​ ​ boot rentals are non-refundable​

 

Cancellations of Private tours (group tours) and self-drive tours with accommodation

Cancellations made with more than a 4-week notice (prior to departure): 90% refund.

Less than a 4-week notice but more than 1-week notice: 50% refund

Less than 7 days notice no refund.

No-show at pickup: no refund

If your flight is delayed or canceled, we do not make exemptions.

Scheduled tours are (generally) tours that can be booked via the online booking engine. 

Private tours and group tours are all other tours (that are booked after contacting our sales team).

 

Self-drive tours are all tours that include a rental car and accommodation.

 

Cancellations of ​car rentals:

Cancellations made with more than a 48-hour notice (before pick up): 100% refund.

Less than 48-hour notice: you’ll be charged 100% of total rental days value, for a maximum of two days.

100% refund guarantee

On some of our tours, you can buy a 100% refund guarantee option (available as an extra in the booking engine). 

If you select to buy this option, you can cancel your booking and get a 100% refund. This applies until 2 hours before departure. For those that do not buy this option, the general cancellation policy applies; see here above.

This option is available on a per-person basis. If you are booking for two persons, for example, you have to buy two guarantees to be able to get a full refund for the whole booking. If you are booking for two persons and only buy one guarantee then you are eligible for a 50% refund (the general cancellation policy then applies to the other person).

One child (0-11 years old) per adult is included in the guarantee. So if two adults are booking, and they have two children with them, buying two guarantees is sufficient to be able to get a 100% refund for the whole booking. However, if, for example, one adult is booking, along with two children, then it is required to buy two guarantees to be eligible for a full refund.

Note: This fee is non-refundable.

Complaints

Play Iceland’s goal is to provide reliable and professional customer service. Should our clients be for any reason dissatisfied with the service provided, either by our co-operation partners or by us,, we wish to hear about such as soon as any incident arises. Should our client be unable to do so at the time, we request that this is done as quickly as possible by e-mail, not more than 20 days after departure from Iceland. If complaints have not been placed within that time frame, compensation rights may be jeopardized.

If you want to comment on our tours, we welcome you to send us a line. If you, for some reason, are not satisfied with our services, please contact us as soon as possible. You can either send an e-mail to info@madebyiceland.com or write us a letter at Steinhella 5 221 Hafnarfjordur Iceland.

Company Details

Play Iceland / Askur og Embla  ehf

511119-0490 / VAT number 136192

Ofanleiti 19

playiceland@playiceland.com

+354-8211316/+354-8998844