Astra
Cancellation Policy for Travellers
We understand that plans change. Life is unpredictable — and so is travel.
At Aurora & Locals, we aim to be fair to both our travellers and our local hosts. Our cancellation policy is designed to protect your flexibility while respecting the livelihoods of the small, independent hosts who prepare and reserve their time for you/
Cancellation Policy for Travellers
Aurora & Locals
Operated by Premier Tours ehf.
Effective Date: August 16, 2026
Last Updated: August 16, 2026
Our Philosophy
We understand that plans change. Life is unpredictable — and so is travel.
At Aurora & Locals, we aim to be fair to both our travellers and our local hosts. Our cancellation policy is designed to protect your flexibility while respecting the livelihoods of the small, independent hosts who prepare and reserve their time for you.
1. Standard Cancellation Policy
The following applies to all experiences booked through Aurora & Locals, unless otherwise stated in the individual listing:
When You Cancel | Refund You Receive |
|---|---|
30+ days before the experience | 100% refund (minus 5% admin fee) |
15–29 days before the experience | 50% refund |
7–14 days before the experience | 25% refund |
Less than 7 days before the experience | No refund |
No-show (without notice) | No refund |
All cancellation timeframes are calculated based on the local time of the experience location (Iceland/GMT).
2. How to Cancel
To cancel a booking:
Log into your Aurora & Locals account
Go to My Bookings
Select the booking you wish to cancel
Click "Request Cancellation"
You will receive a confirmation email with your refund details
Alternatively, you may contact us directly:
Email: [bookings@auroraandlocals.is]
Important: Cancellations are only effective once you receive written confirmation from Aurora & Locals. Verbal or informal requests are not accepted.
3. Refund Processing
Detail | Timeframe |
|---|---|
Refund confirmation | Within 48 hours of cancellation request |
Refund to original payment method | 5–10 business days (depending on your bank/card issuer) |
Credit to Aurora & Locals account (if chosen) | Immediate |
4. Why We Have This Policy
Behind every experience on Aurora & Locals is a real person — a local guide, a family, a small business.
When you book, they prepare. They block their calendar. They turn away other guests. They ready equipment, plan routes, and arrange logistics — often days or weeks in advance.
A late cancellation doesn't just mean a lost booking for them. It means lost income they cannot recover.
Our tiered policy balances your flexibility with their livelihood. The earlier you cancel, the more time they have to fill your spot — and the more we can refund you.
5. Flexible Cancellation Experiences
Some hosts offer enhanced flexibility. Look for the "Flexible Cancellation" badge on listings, which means:
When You Cancel | Refund |
|---|---|
24+ hours before the experience | 100% refund |
Less than 24 hours | No refund |
Flexible Cancellation is set by individual hosts and clearly marked on the listing before you book.
6. Weather & Safety Cancellations
Iceland's weather is powerful and unpredictable. Safety always comes first.
6.1. If Your Host Cancels Due to Weather or Safety
If your experience is cancelled by the host due to:
Severe weather (storms, high winds, heavy snow)
Unsafe road conditions
Volcanic activity or natural hazards
Government-issued travel warnings
You will receive:
A full 100% refund, or
A free rebooking to an alternative date (subject to availability)
No admin fees apply. You are fully protected.
6.2. If Weather Reduces the Experience (But Doesn't Cancel It)
The aurora borealis is a natural phenomenon. Sightings cannot be guaranteed. If your experience goes ahead but the aurora is not visible due to cloud cover or low solar activity:
No refund is provided — the experience (transport, guiding, locations) was still delivered
Many of our hosts offer a complimentary rebooking or second-chance opportunity — check your listing for details
6.3. If You Cancel Due to Weather Concerns
If the host has not cancelled the experience but you choose not to attend due to your own weather concerns:
Standard cancellation policy applies (Section 1)
We recommend contacting your host first — they may offer a date change at no cost
7. Medical & Emergency Cancellations
We understand that emergencies happen. If you need to cancel due to:
Sudden illness or injury
Hospitalisation
Bereavement of an immediate family member
Flight cancellation by your airline (not voluntary change)
Please contact us immediately with supporting documentation. We will review on a case-by-case basis and may offer:
A full or partial refund outside the standard policy
A credit to your Aurora & Locals account
A free date change
Documentation required: Medical certificate, hospital records, death certificate, airline cancellation confirmation (as applicable).
We handle all medical/emergency cases with compassion and discretion.
8. Group Bookings
For group bookings (6+ guests):
When You Cancel | Refund |
|---|---|
60+ days before the experience | 100% refund (minus 5% admin fee) |
30–59 days | 50% refund |
15–29 days | 25% refund |
Less than 15 days | No refund |
Partial Group Cancellations
If individual members of your group cancel but the booking proceeds:
You may reduce the group size up to 14 days before the experience
The refund for removed guests follows the standard policy timeline
Minimum participant requirements (if any) must still be met
9. Multi-Day Experience Cancellations
For multi-day packages and itineraries:
When You Cancel | Refund |
|---|---|
45+ days before the start date | 100% refund (minus 5% admin fee) |
30–44 days | 50% refund |
15–29 days | 25% refund |
Less than 15 days | No refund |
Early Departure
If you begin a multi-day experience but choose to leave early:
No refund is provided for unused days
The host is not obligated to provide partial compensation
Travel insurance is strongly recommended for multi-day bookings
10. Modifications & Date Changes
10.1. Changing Your Date
Want to reschedule instead of cancel? We encourage it.
Date changes requested 15+ days before the experience: Free (subject to host availability)
Date changes requested 7–14 days before: May incur a small rebooking fee (up to 10%)
Date changes requested less than 7 days before: Treated as a cancellation + new booking
10.2. Changing Experience Details
Minor changes (e.g., adding a guest, updating dietary requirements) can be made free of charge by contacting us or your host directly.
Major changes (e.g., upgrading to a different experience, changing location) are treated as a cancellation and new booking.
11. Non-Refundable Bookings
Certain experiences are marked as "Non-Refundable" at the time of booking. These include:
Last-minute deals and flash sales
Peak-season limited-availability experiences
Bespoke/custom-built private experiences
Experiences where the host has incurred non-recoverable costs (e.g., helicopter charters, private yacht bookings)
Non-refundable status is clearly displayed before you complete your booking. By proceeding, you acknowledge and accept the no-refund terms.
12. Travel Insurance
We strongly recommend that all travellers purchase comprehensive travel insurance before visiting Iceland or booking experiences. Your insurance should cover:
Trip cancellation and interruption
Medical emergencies and evacuation
Personal belongings and equipment
Flight delays and missed connections
Weather-related disruptions
Aurora & Locals is not a substitute for travel insurance. Our cancellation policy does not cover losses beyond the cost of the booked experience (e.g., flights, accommodation, other travel arrangements).
13. Chargebacks & Disputes
If you dispute a charge with your bank or credit card company without first contacting Aurora & Locals:
We reserve the right to suspend your account pending investigation
Fraudulent chargebacks may result in permanent account termination
We maintain detailed booking and communication records for dispute resolution
Please contact us first. We are committed to resolving issues fairly and quickly — a chargeback should be a last resort, not a first step.
14. Our Cancellation Guarantee to You
If Aurora & Locals or the host cancels your experience for any reason within our control, you will always receive:
A full 100% refund to your original payment method, or
A credit to your Aurora & Locals account (with 10% bonus value), or
A free rebooking to an equivalent experience
No questions asked. No fine print. That's our promise.
15. Contact Us
For cancellations, modifications, or questions about this policy:
Aurora & Locals (Premier Tours ehf.)
Email: [bookings@auroraandlocals.is]
Website: [www.auroraandlocals.is]
Icelandic Tourist Board License: 461223-1680
Kennitala: 4612231680
This Cancellation Policy is governed by Icelandic law and forms part of the Aurora & Locals Terms of Service.
