Terms and conditions for our partner tours
UpNorth is a re-seller who partners with tour providers in North Iceland. Our partners have each their own cancellation policy listed on the page for each tour. You will need to agree on these cancellation policies when you book through our booking system before you carry on with your booking and we urge you to read through them before you carry on. You will also find the cancellation policy on the tickets you receive once payment has been finalized.
Cancellation & Refunds
If you want to cancel a tour booked at UpNorth.is, you have to let us know by email: info@upnorth.is. You will get a full refund if there are more than 30 days till your tour departure. If you cancel between 30 and 3 days before departure you will get a 60% refund.
If you cancel within 72 hours before departure of the tour, you are not eligible for a refund.
Refunds will only be issued to the card used to purchase the tour.
Cancellations due to weather
Should our partners cancel a tour due to bad weather conditions you will get a full refund for the tour. Keep in mind that the tour operator in question will decide when to cancel a tour due to the weather. If you decide by yourself to cancel the tour due to weather or any other reason, but not the operator, full refund is not available. This is also applicable for no-show.
Travel insurance
Please ask your travel insurance company if they cover tours you miss due to cancellation because of medical reasons. Also, have in mind that your credit card issuer might offer travel insurance. We recommend that you contact your card issuer for more information.
Refunds for our partner tours
Please have in mind that you need to contact us first for your refund at info@upnorth.is, should the tour be canceled due to the weather. Otherwise we will assume that our partner has re-booked you for another tour. Should a refund have to be made we will contact our partner immediately and ask for them to refund the tour. We will have to confirm the cancellation with our partner first before we issue the refund.
Partner complaints
The quality of the service our partners provide must meet our high standard of professionalism on all levels. Should you have something to point out that didn’t meet your expectations, please feel free to send us an email listing your complaints. We contact our partners immediately upon receiving a complaint in order to hear both sides of the story. By doing so we can make sure that our partner can make appropriate measures to meet your wishes and have the opportunity to improve their service. This can therefore take a few days so that we have all information at hand, but we would keep you well informed regarding the process in the meantime. We appreciate honest communication with mutual respect.
Some of our partners need to receive your complaint within a certain amount of days so that you can be eligible for compensation of any sort. Information about this is usually to be found in the contract you sign on the day of the tour.
