We recommend you dress according to the weather. You can find the weather forecast for Iceland here. A hat and gloves are always a good idea for all tours, along with comfortable shoes and warm socks. It is also a good idea to always wear a waterproof jacket. If you are coming in the wintertime, you can bring city crampons to attach to your shoes when needed: it can get quite icy next to the waterfalls. However, you will have to remove them while onboard. If you are going on a long tour, we also recommend bringing a few snacks along. Eating on the bus is not allowed but you can eat them while being outside.

Ah, do not forget your camera!

The group size on our tours never exceeds 19 people and is often quite less.

Yes, you can brag about your adventures in real-time on Instagram or your favorite social media with the free WiFi included in all vehicles. Ask your guide and you will receive help.

Please know in very rare instances do we have to outsource vehicles due to maintenance. We always try to ensure that you have wifi but some outsourced vehicles do not offer this.

Yes, we’re delighted to welcome children on our tours, and everyone aged 12 or younger enjoys a discounted price. Booster seats are included, so please let us know in advance if you need one. We allow a maximum of 2 children per adult. For safety and comfort, we are currently unable to accommodate children under the age of 4 for our day tours and under the age of 5 for the Northern Lights.

Yes, there are several restroom stops while being on our day tours.

Please note that the access to restroom facilities out of urban areas is very limited while on the Northern lights tours.

No. Eastwest doesn’t allow alcohol consumption while on the tours or before. The guide has the right to deny you the entrance to the bus if you are under alcohol effects before or during the tour. In these cases there would be no refund given.

Northern lights are a natural phenomenon, thus, they cannot be guaranteed. We closely monitor the weather (winds, clouds, solar activity) in order to make the final decision on our tours. Even with the best forecast and the best guides, we cannot guarantee you the sighting. If you go on tour and there are no lights while on tour, we offer you as many retries as you need (upon our availability) and if you cannot reschedule it, we can offer you a 2-years-valid voucher. Please note that a refund is not possible if you have joined the tour.

Please notify us as soon as possible so we are able to remove you from the pickup list. Should your request be within the cancellation policy, please note that you are not entitled to rebook for another night. Should you have notified us outside your cancellation policy, you are eligible to rebook for another night within the 2 years from your first tour date.

No, unfortunately not. Only the general tour allows free rebookings.

Our guides always try to take photos, if conditions allow.

If your guide has taken photos, we normally try to send them to you as soon as we have them available. Please note that we sometimes do not have your personal e-mail address: you can send an email to eastwest@eastwest.is with the tour date and the name of the guide to speed up the process.

Please note that it normally takes about 5-7 working days to collect the photos.

We offer our pick-up and drop-off service in Reykjavík only. If you are staying at a hotel or an accommodation downtown, you should go to one of the designated tour bus stops that have been created by the city of Reykjavík a few years ago. If you are staying at a hotel that is not located downtown, you will find it listed in the drop-down menu while choosing your pick-up location.

You can see a map with all our pick up locations to find the one that’s closest to you here.

You can find in your voucher a time-frame for your pick up. We always send a half an hour frame during which, our guides have to move through the different pick up locations.

We always try to make the process as fast as possible. If you are not in your pick up location on time you will delay the rest of the pick-ups.

We always try not to leave anyone behind.

In case you know you are going to be late you can call our office to inform them so they can let the guide know and maybe organize a different location or try to find a possible solution.

In case the guide arrives and is not able to find yo, we will always try to call you before departing. Have your phone turned on and with sound so we can locate you.

Our guide will always drop you off at the same place you were picked up. If you want to be dropped off at a different location, just let your guide know and he will try the best to fulfill your wish.

You can read all about it here. In short, tours purchased on eastwest.is are fully refunded if we receive a cancellation request from you in written form at least 24 hours prior to the departure time written on the voucher. The cancellation time is according to our local time, GMT time. After this time, refunds are not available. When we process refunds, it can take up to 5-10 business days for the money to appear on your bank statement.

If you cannot come to one of our tours and you want to cancel it you should always contact the company where you bought this tour.

They are the only ones who can manage your booking and the responsibles of refunding you for the tour (if proceeded).

ONLY if you booke the tour directly through our web page you can send us an email to eastwest@eastwest.is with your booking number and we will take care of the rest.

As for every destination, Iceland has a high season (that corresponds to the summer months) and a low season. We recommend booking your tour in advance in order to secure your seats: the sooner the better, especially if you are planning to come in the summertime!

No, let's help the environment - we accept electronic vouchers. :)

If you ask us to change your tour date, no worries, it is all written in our records and you don't need a new voucher. However, we can send you the updated one if you prefer so.

Iceland is not that cold, really. We have less temperature fluctuation between summer and winter than in most countries. This means not-that-warm summers and not-that-cold winters. The temperature rarely goes below - 10°C (14°F) in winter or above 20°C (68°F) in summer. In Reykjavik, we have snow for only a couple of months every winter. The highlands, however, are another story. :)

No, tipping is not mandatory as we earn fair wage here and you should not feel obliged to tip but, of course, it is appreciated so no one will stop you. :)

EastWest is a fully licensed tour company under the Icelandic Tourist Board. We abide by all rules and regulations in the tourism and travel industry in Iceland.

If you miss your pickup, we’re unable to offer a refund or rescheduling.

All customers are asked to be at their designated pickup location at the start of the pickup window. If you’re not immediately found, our customer service team will make every effort to reach you using the contact information provided at booking (phone, email, and text). However, it’s each customer’s responsibility to know their pickup time and location and to ensure they can be reached if needed.

Late arrivals may delay the tour for others and could lead to missing the tour entirely. If we’ve tried all contact methods and still can’t reach you, you will subsequently be marked as a no-show and we’re unfortunately unable to offer a refund or rescheduling.

We understand that travel delays can be incredibly frustrating, especially when they impact your plans with us. However, EastWest cannot be responsible for other companies’ schedules or unexpected delays. To honor our cancellation terms, we must apply our policy as short-notice cancellations often result in empty seats that can’t be refilled.

We highly recommend travel insurance to help protect against potential financial losses due to situations like these.