Terms of Service Agreement

Booking and Payment

To confirm your booking you are required to fully pay the tour price.

Once we have accepted your booking and received your payment, the contract between us will become binding and we will send you an e-mail for payment confirmation and all your vouchers for each service.

DalPay Retail is an authorized retailer of services provided by Sterna Travel ehf. dalpay.is +354 412 2600 or dalpay.is +18778657746 may appear on your card statement.

Booking with Sterna Travel

Online:  Our activity tours can be booked and paid online before tour departure. Cutoff for online booking varies between 16 hours before departure and 2 hours before departure, depending on what tour is booked and 3rd party availability.

When you book a tour online, you will receive a confirmation and a booking number by email, stating the tour departure and duration.

Email: Bookings per email (info@sternatravel.com) can be made for all tours up to 2 hour prior to tour departure or via phone call. The only exception is 1) for the Westman Island tour 2) the south shore & glacier lagoon that needs to be booked 16 hours before departure so we can reserve seats on the ferry and on the airplane. You can always check availability by calling us at +354 551 1166 until 30 minutes before departure.

Complimentary pick up service
We offer complimentary pick up service for day tour passengers 30 min prior to tour departure at any hotel/guesthouse in Reykjavik (please see individual tour descriptions for more details). We reserve the right to alter or change the itinerary according to weather and road conditions.

Liability
Sterna Travel reserves the right to alter routes, itineraries or timetables should the necessity arise, including irregularities due to adverse weather or road conditions. No responsibility is taken for losses or expenses due to delay or changes of flights, injury, damaged, negligence, weather, war or other unforeseeable causes. Seats on day tours cannot be guaranteed unless booked at least two hours in advance. The estimated duration of tours as indicated on our website are standard times and can vary according to road or weather conditions and delays may occur for unforeseen reasons. The company or its authorized retailers cannot be held responsible for losses that a passenger may face due to delay, regardless whether the loss is direct or indirect.

Comments or complaints
If you want to comment on our tours we welcome you to send us a line, we always welcome feedback on our tours. If you for some reason are not satisfied with our services please contact us as soon as possible. You can either send an e-mail to info@sternatravel.com or write us a letter to our head office at Krókháls 12 110 Reykjavik, Iceland, addressed to Mr. Gunnar Valdimarsson our General Manager.

Tour departure / Complimentary pick up service / Drop off service
All day tours booked start from our office and departure place at Harpa Music and Confrence hall down by the waterfront in downtown Reykjavík (the very big glass building by the waterfront) at the departure time given on your voucher. It is the passengers responsibility to arrive at our ticket desk in time to check in for their tour and to board the tour bus at the tour departure time written on their voucher.
We offer a complimentary pick up service in Reykjavík for all our day tours . Passengers wanting to take advantage of the complimentary pick up service are requested to wait outside their hotel 30 minutes prior to tour departure (please see individual tour descriptions for more information) in order to board the pick up bus.
Missing the pick up does not entitle to a refund of the price paid for the tour.

Drop off after day tours may sometimes not be right in front of your hotel/guesthouse due to narrow streets and actual coach size used during the tour.

What is your cancellation policy?

All cancellations must be made in writing and should be sent to info@sternatravel.com. If it is not possible for you to send us your cancellation via email, please contact us by phone (+354 551 1166).

All cancellations received more than 24 hours prior to tour departure are subject to a 90% refund. 90% refund is due to transaction fees occurred by the company. Cancellations received less than 24 hours prior to tour departure will be charged in full.

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

Our Liability & Compensation
Sterna Travel will accept liability for the negligence of its employees causing direct physical injury to passengers only to the extent that it is obliged under Icelandic law. We cannot be held responsible for any mishap to yourself or your property, and in particular for the consequences of flight cancellations, vehicle accidents, strikes, sickness, Government or customs or police intervention or other such happenings amounting to force majeure. By confirming your booking with Sterna Travel you acknowledge that have taken all reasonable steps to safeguard its liability in this respect. We are solely liable and not our authorized retailers.

Before you enter into a contract with us, we reserve the right to change any of the facilities, services or prices described in our brochure or website. We also reserve the right to cancel the tour. For example: Do to weather and/or road conditions

It is unlikely we will have to make any changes to your tour however we do plan the arrangements months in advance. Any changes are usually very minor, and we will advise you at the earliest possible date. If a major change becomes necessary, we will inform you as soon as reasonably possible if there is time before your tours begins. When a major change or cancellation occurs you will have the choice of accepting the change of arrangements, purchasing another available tour from us, or cancelling your tour. We will refund all payments made directly to us in respect of the tour price. We will not however be in a position or under any obligation able to refund any personal expenses you may have incurred as a result of your booking such as flight payments for land-only tours, travel insurance, equipment purchases, visas, vaccinations etc.

Adventure Travel and Client Responsibility
It is a fundamental booking condition that you accept the hazards involved in this sort of tour and you accept that in visiting remote and mountainous regions there is an element of on-tour flexibility. The itinerary stated in the tour dossier is indicative only and not a guarantee that a particular route will be followed or place reached. You must acknowledge that delays and alterations and their results, such as inconvenience and discomfort, are possible where unforeseen circumstances arise. You must have a level of fitness commensurate with your chosen tour and you are responsible for bringing the appropriate equipment.

Variation of Booking Conditions
The booking conditions may only be waived by a director of Sterna Travel in writing. When you confirm the booking form you agree to accept all these booking conditions, and when we accept your booking we agree to carry out our obligations to you as defined in tour information provided to you. Both sides of this agreement are made subject to, and must be interpreted and enforced according to Icelandic law in an Icelandic court.

Independent Travel Arrangements
We will not be responsible or liable for your actions or your safety for any independent travel you undertake before, during (if you choose to leave) or after the tour.

Thank you for reading through our conditions and we welcome you to participate in our tours.

If you need any assistance, don´t hesitate to contact us! By phone +354 551 1166 or at info@sternatravel.com

Reykjavík
14th February 2012

Gunnar Ingi Valdimarsson