Cancellations

All cancellations must be made in writing and should be sent to eastwest@eastwest.is. If it is not possible for you to send us your cancellation via email, please call +354 792 75 00.

General Tours: Cancellations made 24 hours or more before the tour’s start time (Iceland local time) will receive a full refund. Once within the 24 hour cancellation policy, no date modifications are available, and the booking becomes non-refundable. Bookings made within this cancellation policy are automatically non-refundable.
Private Tours: A 72-hour cancellation notice applies, with full refunds issued if cancelled at least 72 hours before the scheduled start. Cancellations within 72 hours are non-refundable and non-modifiable. Bookings made within this cancellation policy are automatically non-refundable.
Weather Cancellations: EastWest may cancel tours due to severe weather, prioritizing the safety of our customer’s and guides. If this occurs, we will offer an alternative date or tour. If rescheduling is not suitable, we will issue a full refund, excluding Northern Lights rebooking and bookings with special cancellation policies.

Please note that other cancellation policies may apply if you have made your reservation through a travel agency or third party.

Tour Modifications

At EastWest, we are committed to providing the best possible experience by adhering to the planned itinerary whenever possible. However, we reserve the right to modify the tour itinerary, schedule, or mode of transportation if necessary. These changes may arise from factors such as weather conditions, road closures, or other unforeseen circumstances beyond our control. Any modifications are made with your safety, comfort, and enjoyment in mind.

In cases where adjustments are needed, we aim to keep these changes minimal and will inform you promptly whenever possible. Please understand that minor modifications may not always be communicated in advance due to the dynamic nature of touring in Iceland, where conditions can change quickly. Our team is dedicated to ensuring that all adjustments still align with the spirit of the tour and maintain the high quality of experience EastWest is known for.

Payments

EastWest accepts the following payment methods:

General Payments: We accept all major credit cards for online payments through our website, with no additional service fees.
Manual Payments: For bookings made through email, customers can contact us at eastwest@eastwest.is. We will then send a secure payment link for completion.

Private Tour Payments: For private tours booked manually, payments are made in two instalments. The second instalment is due 30 days before the tour date. For bookings made within 30 days of the tour date, full payment is required at the time of booking.

Payment will be listed as EastWest / Solid ehf. on your statement.

Refunds

Refunds for our tours are subject to specific cancellation policies based on the type of booking:

General Tours: Cancellations made at least 24 hours before the tour's scheduled start time (Icelandic local time) will receive a full refund. Cancellations made within 24 hours of the tour are non-refundable. As bookings are held for a significant period, last-minute cancellations limit our ability to fill your reserved seats.
Private Tours: For private tours, cancellations must be made at least 72 hours before the scheduled start time to receive a full refund. Cancellations made within the 72-hour window are non-refundable. Modifications to private tour bookings within this period are also not available.
Processing Refunds: All approved refunds will be returned to the credit card originally used for payment. Please allow 5-10 business days for the refund to appear in your bank statement, depending on your financial institution's processing times.
Travel Insurance: At EastWest, we highly recommend that all our customers purchase travel insurance, as it can provide coverage for unexpected issues that may prevent tour participation. EastWest cannot assume responsibility for last-minute situations within the 24-hour cancellation period, such as illness, injury, or scheduling conflicts. If any unforeseen circumstance arises during this period, customers are encouraged to contact their travel insurance provider for assistance, as refunds are not available within this window.
Third-Party Bookings: If you booked through a travel agency or third party, please contact them directly for any refund requests. They will coordinate with our office to confirm the tour cancellation and initiate your refund.
Northern Lights Tour Policy: Upon purchase, our customers agree to the terms and conditions that the Northern Lights are a natural phenomenon, and sightings cannot be guaranteed due to natural variability. Therefore, refunds are not available once the tour has taken place.

We aim to accommodate your travel plans within our policies and are here to help answer any questions. For further details, please reach out to our team at eastwest@eastwest.is.

Northern Lights

Our Northern Lights Tour offers a unique opportunity to experience the Aurora Borealis, but please note that sightings depend heavily on natural conditions. Although we meticulously monitor weather and solar activity to increase your chances, we cannot guarantee a successful sighting as both are unpredictable.

Possible Tour Outcomes:

Successful Sighting: If the Northern Lights appear, this is considered a successful tour. Your booking concludes upon this experience.
Tour Cancellation: If adverse weather or other conditions prevent us from conducting the tour, you may reschedule for another night or receive a full refund if you have never travelled with us. Rescheduling is subject to availability and does not guarantee your preferred date.
No Sighting: If conditions allow the tour to proceed but sightings aren’t possible, we offer a retry on a future night at no additional cost, subject to availability. Refunds are not provided under these circumstances.

Please be aware that once you join a tour, your ticket is non-refundable, even if subsequent rescheduled tours are cancelled due to weather. We also provide a 2-year voucher from the date of your initial confirmed tour, allowing you to rebook within this period.

After a successful tour, we’ll share photos taken during the night within 5-7 days via email.

Lost items

Please be aware that EastWest is not responsible for any lost or damaged personal items during the tour. We recommend that travellers keep a close eye on their belongings. If you happen to leave an item behind, you will need to arrange for its retrieval at your own expense.

Disclaimer

Participant Responsibility
EastWest strives to offer safe, enjoyable tours, but all tour activities are undertaken at the participant's own risk. We cannot assume liability for accidents that occur due to participants’ actions or choices, including deviations from provided safety guidelines. Each guest is responsible for managing their health, physical condition, and personal limitations during our tours.

Health and Safety Precautions
To ensure a safe experience, we encourage all participants to exercise caution and follow the safety instructions provided by our guides. This may include adhering to guidance for hiking trails, visiting natural sites, and boarding vehicles. EastWest assumes no responsibility for any health-related incidents during the tour, including those associated with chronic conditions or allergies, as it is the participant’s duty to inform the guide of any relevant conditions or limitations.

Behavioural Policy
We are committed to creating a respectful, inclusive environment for all guests and staff. As such, we have a zero-tolerance policy for any form of violence, harassment, disruptive behaviour, or discriminatory actions. In cases where a participant's behaviour endangers others, causes undue discomfort, or disrupts the tour, EastWest reserves the right to remove them from the tour without refund. Legal action may also be pursued depending on the severity of the behaviour.

Photographs and Media
Throughout the tour, our guides may take photographs or videos for promotional and marketing purposes. These images may later be published on our website or social media. If you prefer not to appear in these images, please inform the guide at the start of the tour so that we can respect your privacy.

Seating Accommodations:
Our vehicle seating is designed for average-sized individuals, generally accommodating weights up to 100 kg (220 lbs). While we strive to offer a comfortable experience, we cannot guarantee fit or comfort for all body types due to this weight limitation. If you have any seating concerns, please reach out to us ahead of time for guidance or alternative options.

By purchasing and joining an EastWest tour, you acknowledge and agree to the above terms, understanding that EastWest is not liable for circumstances arising from non-compliance or personal health conditions.

Warranties

While EastWest strives to provide accurate information, the website may contain inaccurate, incomplete, or out-of-date information. EastWest takes no responsibility for errors or omissions in the content of the website and makes no commitment to update such information. EastWest shall not be liable for any damages relating to the use of, or reliance upon, the website or such information, features, material or services.

Visiting eastwest.is

By visiting the website of EastWest you accept following the basic rules of conduct below and all applicable laws. By visiting eastwest.is you promise not to:

Use any information on the website for any commercial purposes without expressed authorisation by EastWest.
Send any kind of bulk unsolicited advertising, promotional information, email, chain letters or pyramid schemes of any sort or other solicitation to any person through the use of the website Search, mine or link any data or information to or through the website without consent and authorisation of EastWest.
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Collect or store personally identifiable information about any other individual on the website.
Threaten or abuse people using the website or otherwise stalk, repeatedly contact or harass users.
Interrupt users of the website or otherwise act in a way that negatively affects their use and experience of the website.
Post any kind of hateful, vulgar or obscene content or information that can bee seen as distasteful, offensive or defamatory or invades another person's privacy or proprietary rights.
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Violating any of the guidelines set forth above, or any other aspect of these Terms & Conditions will result in termination of your rights to use the website without notice.