We encourage you to read through the terms so everything is clear from the beginning. This website is operated by Prakkari Pictures ehf. Throughout the site, the terms “we”, “us” and “our” refer to Prakkari Pictures ehf.
Terms of Payment
All tour bookings made online through our website require full payment at the time of booking. Your booking is not confirmed until we have received your payment, and we reserve the right to cancel any booking that has not been paid 48 hours before the start of the tour.
When booking a tour on our website you need to fill in every requested detail, including your credit card number. Your information is sent securely to Valitor, who handles the payment. Valitor is one of Iceland‘s leading payment processors and complies with the requirements of ISO/IEC 27001.
All charges are made in Icelandic krona, ISK. Occasionally you can view an estimate of prices in other currencies on our website. This is only to help you understand the approximate price. Your credit card will always be charged in ISK. Keep in mind that your card issuer may charge you a foreign transaction fee, and that the currency exchange rate may vary.
Please note that prices online can change without notice. The relevant price for a tour booked through our website is always the one displayed during checkout when you enter your name and contact details.
Once the payment has been processed you will receive a booking confirmation and a credit card receipt through email. Please print these documents or have them accessible on your mobile device so you can bring them along on the tour as proof of payment and as a voucher during your trip.
Please check all details on your confirmation and documents carefully to ensure they are exactly as you requested.
We accept Visa, Visa Electron, MasterCard, Maestro, JCB, Diners Club, UnionPay and American Express.
Our Walking Tour
For our walking tour, please be at the meeting location 10 minutes before the tour start time.
Please note that our walking tour must be booked in advance. We only operate the tour when prior booking has been made. So please do not attend the meeting location if you have not booked, because there might be no guide to receive you.
Conditions in Iceland can vary depending on the season and can change rapidly, even in a matter of hours. Since our tour is a walking tour where we visit multiple locations and various environments it is very important that you follow these guidelines during the walk:
- Stay as close to the group as possible so the guide can see you. If you need to leave the tour for any reason, let the guide know so he/she will not go looking for you.
- Pay attention to the environment and make sure you are safe. Especially keep an eye out for any oncoming traffic. Surfaces can be uneven and we might pass an ongoing construction work. Often there are no warning signs for either of those.
- Parents traveling with children are responsible for keeping them safe.
By accepting the terms at the time of booking, you agree to participate in the activities offered on the tour at your own risk, and that you must take responsibility for your own safety. We do not assume any responsibility for accidents that are caused by customers, or by factors outside of human control (force majeure).
Our walking tour is a no-smoking tour and we kindly ask our guests to respect that. If the guide includes a coffee/bathroom break on the tour, you are welcome to use the opportunity to smoke, as long as you dispose of your cigarette butt in an appropriate manner and respect those around you who prefer a smoke-free environment. This also applies to electronic cigarettes.
We reserve the right to refuse guests whom we believe are under the influence of alcohol or drugs; in such circumstances, no refund shall be given. We also reserve the right to refuse participation any customer whose conduct or manner is likely to cause offence, upset or put other passengers in danger. If we ask you to leave because of any of those reasons, it is for your own safety and the comfort of our other guests.
We also reserve the right to cancel a booking if the tour should not have been available. In that case, the customers will be fully refunded if rescheduling is not possible.
Not Showing Up
When a traveler books a tour and fails to show up, for whatever reason, it is called a no-show.
It is your responsibility as a guest to make sure that all information regarding your booking is correct. It is very important that you go over all the details carefully before finalizing your booking. Especially make sure the date and pickup information is correct. Please also check your confirmation and tickets upon receipt.
Usually on the tickets there is important information about meeting points, pickup time and places, and whether there is anything special you need to pay attention to. You, as the traveler, are responsible for being at the right location at the right time for a meeting or a pickup.
In the unfortunate circumstances that you miss your tour because you missed your pick up or your flight was delayed, that is considered a no-show. If you are a no-show for a tour, you are not eligible for a refund.
Missing Your Pickup - Partner Tours
In case you have a problem with the pickup for one of our partner tours we advise you to contact the partner in question directly as they are best equipped to help you.
Please note that missing the pickup does not entitle you to a refund of the price paid for the services. In some cases, the partner will allow you to join another tour at another time, depending on the availability at that time and size and price of each tour. It is not guaranteed that such a rearrangement can be made, so please do everything you can to avoid missing the pickup.
If You Are Running Late
If you are delayed, the sooner we or our partners know, the more chance we have to help you. We can’t promise anything so please try to make sure you are on time for all your tours.
If you have booked our walking tour and you are not at the meeting place 10 minutes past the tour starting time you will be considered a no-show. When the tour has started it will be difficult to join it as it will be impossible for us to know where exactly the guide is located, as each tour varies. During the tour we keep our phones turned off so our guests can have our full attention.
All cancellations must be in writing via email to [email protected]
Cancellations – Our Walking Tour
If you are booking our walking tour, or any other activities operated by us, our cancellation policy applies:
- If you cancel your booking with more than 24 hours‘ notice we will refund 100% of the tour price.
- Cancellations less than 24 hours in advance are non-refundable.
Cancellations – Partner Tours
Each partner has their own cancellation policy which is listed on the page for each tour. When you book through our website you will need to agree to these cancellation policies before you carry on with your booking. Please read through them before you finish your booking.
Regarding partner tours, usually if you cancel within 24-48 hours, you are not eligible for a refund. Refunds will only be issued to the card used to purchase the tour.
Weather Cancellations or Changes
The weather in Iceland can change rapidly and can even become quite dangerous. We or our partners might need to cancel specific tours because of the weather conditions, or it might be necessary to alter routes, itineraries or departure times without prior notice. If the tour needs to be cancelled you will get a full refund. This refund policy only applies if the tour is canceled by us, or by our partners, not if you cancel it yourself because you don’t like the weather.
Iceland is known for its ever-changing weather. It is the customers’ responsibility to check the forecasts prior to the tour and dress accordingly. We always recommend wearing warm, sturdy, wind-resistant and waterproof clothes during the tours, all year round. We reserve the right to refuse customers who are dressed inappropriately or with inappropriate footwear since this will put the client’s well-being and safety at risk.
We strongly recommend that you purchase a travel insurance policy in your home country that covers your cost should you have to cancel your travel reservation with short notice. Many travel insurances will cover tours you miss or can’t go on due to medical reasons, sick family members and so forth.
These kinds of travel insurances are not expensive, and frequently cover other risks. Many credit card companies offer travel insurance to their customers, so you might be insured without knowing it. Please contact your card issuer for more information.
We cannot be held responsible for any loss, damage, accident, injury, sickness, schedule change or other factors due to weather, strike, natural disasters or any other cause beyond our control. We act in good faith and cannot be held responsible for defaults or delays of partner operators or other organizations that are not part of our company, such as individual agencies, hotels, other tour operators, airlines, guides, restaurants or any other person‘s or company‘s act.
We do not assume any responsibility for accidents that are caused by our guests or can be traced to their own actions.
In the case of changes to flights (domestic and international), the passenger is responsible for any additional costs incurred as a result of such changes (i.e., additional hotel nights, meals, transfers, etc.), at the time provided.
We try to issue refunds as soon as we can but when the weather is bad we might need to issue a lot of refunds. As a general rule all refunds will be dealt with within 7 days. Expect a longer response time on weekends or around public holidays.
Refunds will only be issued to the card used to purchase the tour.
Once the refund has been issued it can take up to 3-10 business days to show up on your statement. On rare occasions, it can take up to 30 days but this depends on how quickly your card issuer deals with the refund.
Refunds - Partner Tours
If you request a refund for a tour provided by one of our partners we need to confirm the cancellation with the partner before we can issue a refund. Normally this doesn’t take long but time may vary depending on how busy the partner is. We will keep you updated while you wait and try to speed up the process.
Please note that if your partner tour is canceled due to the weather, you need to contact us and ask for a refund. If you don’t, we assume that you were rebooked on another tour with the partner.
If for any reason you want to make a complaint, we will try to solve the matter quickly and in good cooperation with all parties. Please note that all complaints must reach us within five days after your tour.
The best way to contact us is via an email at [email protected]
Complaints About our Partners
Please note that partner complaint timeframes may vary. In some cases you have to send the complaint to the appropriate partner within a certain number of days to be eligible for any sort of compensation. This is usually stated in their terms and conditions or the contract you sign on the day of the tour. Therefore it is always best to contact the partner immediately after the tour.
We choose our partners carefully, so we want to know if their service is unacceptable so that we can make appropriate changes to our tour offerings.
If we receive a complaint about one of our partners we will contact the partner to discuss the matter, before we act on it. For this reason it can take a few days for us to deal with your complaint. We will keep you updated.