We here at I Heart Reykjavík request payment from all our customers 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, unless it has been otherwise discussed.
Booking through our website
If you book yourself through our booking pages, you will be transferred to a secure third-party payment page where you will put in all your details including your credit card number. This payment page is provided by our partner Borgun – one of Iceland’s leading payment solution companies which is certified with the ISO/IEC 27001.
Once you have taken care of the payment, you will receive a booking confirmation and a credit card receipt through e-mail.
Booking via e-mail
If you book via e-mail, where we take care of multiple bookings for you, you will be sent a secure payment link that will take you to a secure third-party payment page, provided by our partner Borgun.
MasterCard, Maestro, Visa, Visa Electron, JCB, Diners, Discover and American Express
Trouble with payment
If you get an unexpected error on the payment page, it’s likely that your credit card issuer has put a block on foreign transactions and has stopped the payment from going through. This can usually be fixed with a quick phone call to the card issuer and is usually resolved quickly.
If you experience other problems with the payment page, please be in touch with us and let us know so we can look into it for you.
When a guest books a tour and does, for whatever reason, not show up for it this is called a no-show.
Please note that you, as a guest, is responsible for making sure that all your travel information is correct. Therefore, it’s very important that you go over the booking before you finalize, making sure the date and pickup information is correct, it and that you read over your confirmation and tickets after you have booked.
The tickets usually contain important information about meeting points, pickup time and places and whether there’s anything special you need to consider for each particular tour.
If 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.
If you miss your pickup (for partner tours)
If you have a problem with the pickup it’s always best to contact the partner in question directly as they are best equipped to help you.
In some cases, the partner will allow you to join another tour at another time. Whether this is possible is based on the availability each time and the size and price of each tour. You cannot count on this so make sure you do everything you can to avoid missing the pickup.
If you are delayed, for whatever reason
The sooner we, or our partners, know that you are running late, the likelier it is that we can help you. We can’t make any promises though so 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 meeting time we will consider you a no-show. Once the tour has started you cannot join the tour as it is impossible for us to know where the guide is located at any given moment, as every tour is different. We also turn off our phones when the tour has started so we can give our guests our undivided attention.
Our walking tour
The I Heart Reykjavík walking tour takes place on the streets of Reykjavík, a city that is full of life and everything that comes with that, and therefore we ask our guests to keep the following in mind:
- Please try to stay with the group so the guide can see you and make sure that you are safe. If you need to leave the tour, because you are cold or you feel suddenly ill for example, please notify the guide so he/she will not go looking for you.
- Please by mindful of the environment and keep an eye out for oncoming traffic. Also keep uneven surfaces and construction work in mind, as there is often no warning signs for those in Reykjavík.
- Parents traveling with their 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. I Heart Reykjavík does not assume any responsibility for accidents that are caused by its customers or can be traced to their own actions or are caused by factors outside of human control (Force majeure). So don’t do anything silly!
The I Heart Reykjavík walking tour is a no-smoking tour and we kindly ask our guests to respect that. If the guide will make a coffee/bathroom break on the tour, you are welcome to use the opportunity to smoke, as long as you respect those around you who would prefer a smoke-free environment. Please remember to pick up your cigarette butt and dispose of it in an appropriate manner.
Any guest that is visibly under the influence of drugs or alcohol can be asked to leave the tour. If we ask you to leave because of those reasons, it is for your own safety and the comfort of our other guests. No refunds will be given.
Our guides reserve the right to refuse participation to any customer whose conduct or manner is likely to cause offense, upset or put other passengers in danger.