GENERAL: These terms apply to purchases of service(s) from the web address www.elding.is, which is run by Elding Whale Watching (hereafter Elding). The terms identify on the one hand Elding’s rights and duties and on the other the service buyer’s rights and duties. All communication regarding reservation of services, changes and cancellations shall be in writing and may be sent using e-mail, or through the postal service, if time permits.
ONLINE: Service buyers can book all Elding's tours until at least 1 hour prior to the scheduled departure. When booking a tour online, a confirmation and booking number will be sent to the e-mail provided in the booking process stating departure time and date. Upon receipt of full payment, a service voucher will be sent to the e-mail provided in the booking process stating departure time and date. It is the service customer's responsibility to safeguard the voucher and present it to the relevant service partner as payment for each service rendered. Make sure to correctly fill in all the specific fields.
CONFIDENTIALITY AND SECURITY: Elding highly values the customer's decision and or loyalty in choosing its services for their experience. Elding will duly and diligently safeguard and protect the privacy and confidentiality of the customer's personal details. All credit card transaction processes are verified by Teya (www.teya.is) and safeguarded at all times. SSL encrypts the customer's credit card number, name, address, and telephone number while it's being transmitted online. Click on the padlock icon in your browser's address bar to confirm that our SSL certificate is valid and up to date. Under no circumstances will information be handed to a third party.
PRIVACY POLICY: Visitors to the Elding website are not required to submit any personal or sensitive information when simply browsing the site. We do collect session data, but it cannot be linked to you as an individual. Such data is used to gain insight into user navigation patterns and improve website functionality. If you decide to book a tour through Elding, we will collect information such as your name, nationality, phone number and email, that are necessary to provide you with the services offered on the site and give you important updates on your tour. We may invite you to participate in surveys or send you pictures from your tour, but you can always opt out or unsubscribe from said emails. If at any point you wish to have your information removed from our database, please contact us via email (to elding@elding.is). Elding will never give out, sell, rent or share your personal information with a third party.
CHANGE OF RESERVATION: If you need to make changes to an individual or group reservation, we ask you to send us a notice via email (to elding@elding.is) as soon as possible, and no later than 24 hours before departure. Modifications received within 24 hours of departure may be subject to charges in accordance with Elding’s current tariffs and the policies of our service partners.
CANCELLATION POLICY: If you need to cancel a booking, we ask that you send us a notice via email (to elding@elding.is) as soon as possible, as cancellations made with insufficient notice may result in a cancellation fee. If cancelled less than 24 hours before the scheduled departure, a cancellation fee equivalent to 100% of the total booking will be applied. However, if Elding cancels the trip due to weather conditions, no fee will be charged, and a full refund will be offered. Please note that other cancellation policies may apply to group bookings, or individual bookings made through third parties and / or combo tours involving one of our trusted partner's tour.
VALIDITY OF PRICES: All rates quoted are based on current purchasing prices in Iceland. Elding reserves the right to increase prices already quoted or published in our price lists without notice in the event of currency fluctuation, government taxes, or any other cost increases that are out of our control. Any eventual changes in rates will not be made with less than 4 weeks’ notice before scheduled departure.
CHILDREN: All passengers under the age of 13 are required to wear life-vests for the duration of all our tours. Children under the age of 16 must be accompanied by a responsible adult at all times. Discounts for children are subject to the nature of the services and our service partners' terms. Please see published schedule and prices for applicable child discounts.
TOUR DEPARTURE: All our tours start from Reykjavík’s Old Harbour or Akureyri's floating pier, unless stated otherwise. The departure place and time is indicated on your confirmation ticket that you will receive upon booking the services. It is the customer's responsibility to arrive at the starting point to check in for the tours in a timely manner. In very rare cases, tours may depart from or return to an alternative harbour due to weather conditions, sightings, or operational reasons. This may result in a longer tour duration of up to 1-2 hours. Such changes are made at the captain’s discretion and are considered part of the service.
LIABILITY: Elding reserves the right to alter routes, itineraries, timetables, or tour dates if necessary, including changes due to adverse weather or other unforeseen circumstances. Tour durations are approximate and may vary based on sea conditions, weather, and the location or timing of wildlife sightings. Elding is not liable for any additional costs or penalties incurred as a result of changes to tour duration. All tours and outdoor activities involve inherent risks and customers are expected to act responsibly and in accordance with Elding’s safety guidelines at all times. Elding does not accept responsibility for accidents resulting from customer actions or events beyond human control (force majeure). Additionally, Elding, its management, and staff are not responsible for the loss or damage of personal belongings. By purchasing a tour, you acknowledge and accept these terms, understand their implications, and agree to take full responsibility for your own safety and conduct throughout the experience.
REFUNDS: If Elding is forced to cancel a tour due to rough weather or other force majeure events, you can request a full refund of the cancelled services via email (to elding@elding.is). No refunds are issued in case of unsuccessful whale watching or northern lights tours due to poor sightings, although complimentary tickets are issued in most cases. Failure to arrive in time for departure, regardless of the reason, will not be eligible for a refund or rescheduling. Refunds cannot be issued once a tour has taken place.
COMPLIMENTARY TICKETS: Elding's tours are highly dependent on wild nature, and as such, we sightings vary and no specific species or experience is guaranteed. In the unlikely event that no whales or dolphins are encountered on your Classic Whale Watching tour or Premium Whale Watching tour, we do not refund the ticket price but instead offer a complimentary ticket valid on the Classic Whale Watching tour from either Reykjavík or Akureyri (tour code EL-01/02/03 or AK-01), as a gesture of goodwill. In the unlikely event that no auroral activity is reported on your Northern Lights Cruise, we do not refund the ticket price but instead offer a complimentary ticket to join us another time on the same tour (tour code EL-09). The tickets can be obtained in the saloon before disembarking. Note that each ticket is valid for two years, only for the service stated on the ticket and for returning passengers only. Please remember to bring the voucher and your matching ID when checking in for the complimentary tour. No cash value or refund is offered in lieu of a complimentary ticket.
SPECIAL NEEDS: If you have a known medial condition or special needs and may require assistance on board, we ask that you to notify Elding's head office as soon as possible via email (to elding@elding.is) so that we can do our best to meet your requests and aid if needed. Passengers are responsible for bringing necessary medication or notifying the crew if they require support for health related conditions.
ACCESSIBILITY ON BOARD: Please note that our fleet is not completely wheelchair accessible as there are steep stairs between lower and upper decks and high thresholds to get between different areas on board, as well as from the saloon to the toilets. Wheelchair users are welcome to bring a foldable chair onboard our bigger boats, but if possible, please advise our office prior to departure as we may need to assist with boarding. Passengers with limited mobility are not permitted on our Premium Whale Watching and Premium Puffin Watching tours for safety reasons.
FEEDBACK: We welcome any kind of feedback relating to our tours and services. Feel free to send us an email (to elding@elding.is) if you have any comments you would like to relay to our team. If for some reason you are not satisfied with our services, please make sure contact a member of our team as soon as possible (preferably before leaving our premises) so we can solve the matter quickly.