Refund Policy

Aurora & Locals
Operated by Premier Tours ehf.

Effective Date: August 16, 2026
Last Updated: August 16, 2026

Our Promise

We want you to look up and feel something extraordinary. If something goes wrong — truly wrong — we'll make it right.

Aurora & Locals is built on trust. Trust between you and the local hosts who open their world to you. Trust between you and us as the platform that brought you together.

This refund policy exists to protect that trust. It's straightforward, fair, and designed so you always know where you stand.

1. When You're Entitled to a Full Refund

You will receive a 100% refund in the following situations:

No admin fees. No deductions. No questions.

2. When You're Entitled to a Partial Refund

3. When Refunds Are Not Available

We believe in honesty. Here's when a refund will not be issued:

4. The Aurora Disclaimer

This deserves its own space because it's the most common question we receive.

The northern lights are not a product. They are a force of nature.

No host, no technology, no platform can guarantee that the aurora borealis will appear on any given night. What our hosts guarantee is:

• Expert guidance and route planning based on real-time forecasting

• Travel to the best possible viewing locations

• A complete experience regardless of aurora visibility (stargazing, photography guidance, storytelling, hot drinks in the wilderness)

• A second-chance rebooking where offered by individual hosts

Our policy: If the experience was delivered — guides showed up, transport was provided, locations were visited — no refund is issued for aurora not being visible. This is industry standard and clearly communicated before booking.

5. How Refunds Work

5.1. Requesting a Refund

To request a refund:

1. Log into your Aurora & Locals account

2. Go to My Bookings → select the relevant booking

3. Click "Request Refund"

4. Select the reason and provide details

5. Submit

Or email: [refunds@auroraandlocals.is]

5.2. What We Need From You

• Your booking reference number

• A clear description of what went wrong

• Any supporting evidence (photos, timestamps, communication screenshots)

• Your preferred resolution (refund, credit, or rebooking)

5.3. Review Timeline

5.4. Refund Methods

6. Special Refund Circumstances

6.1. Medical Emergencies

If you cannot attend due to sudden illness, injury, or hospitalisation:

• Contact us as soon as possible with documentation (medical certificate, hospital records)

• We will review compassionately on a case-by-case basis

• Likely outcomes: full or partial refund, account credit, or free rebooking

• We will never ask you to justify a genuine medical emergency

6.2. Bereavement

If you are affected by the death of an immediate family member:

• Contact us at any time — before or after the experience date

• Provide documentation when you are ready (there is no rush)

• We will offer a full refund or indefinite credit — your choice

• We handle these situations with complete sensitivity and discretion

6.3. Flight Cancellations & Travel Disruptions

If your airline cancels your flight (not a voluntary change) and you cannot reach Iceland:

• Provide airline cancellation confirmation

• We will offer a full refund or free rebooking to your new travel dates

• Voluntary flight changes or missed connections are not covered

6.4. Natural Disasters & Force Majeure

In the event of volcanic eruptions, earthquakes, severe weather events, pandemics, or government-imposed restrictions:

• All affected bookings receive a 100% refund or full credit

• We will notify you proactively — you won't need to chase us

• Rebooking to future dates is always available at no extra cost

7. Experience Quality Disputes

Sometimes a refund request isn't about cancellation — it's about the experience not meeting expectations.

7.1. What Qualifies as a Valid Quality Complaint

• Experience was significantly shorter than advertised (e.g., 1 hour instead of 3)

• Key elements were missing without explanation (e.g., promised hot springs visit didn't happen)

• Host was unprofessional, rude, or made you feel unsafe

• Vehicle or equipment was in poor or unsafe condition

• Group size was significantly larger than advertised

• Meeting point or time was changed without adequate notice

7.2. What Does Not Qualify

• "I expected better" without specific, objective issues

• Aurora wasn't visible (see Section 4)

• Weather caused the host to adapt the route (this is responsible guiding)

• You didn't enjoy the food/drink provided (personal preference)

• Other guests in the group weren't to your liking

7.3. How We Investigate

1. We review your complaint and any evidence provided

2. We contact the host for their account of events

3. We review any platform data (booking details, communications, GPS if available)

4. We make a fair decision based on evidence from both sides

5. We communicate the outcome to both you and the host

7.4. Possible Outcomes

8. Refund Timelines Summary

9. Account Credit

When we issue account credit instead of a cash refund:

• Credits are added instantly to your Aurora & Locals account

• Valid for 12 months from the date of issue

• Can be used for any experience on the platform (not just the same host)

• Can be combined with other payments if the credit doesn't cover the full amount

• Non-transferable and non-exchangeable for cash

• Expired credits cannot be reinstated

When We Offer Credit with 10% Bonus

If Aurora & Locals or a host cancels your experience, we offer you a choice:

• Option A: Full cash refund to original payment method

• Option B: Account credit for 110% of the booking value (10% bonus)

The bonus is our way of saying sorry — and giving you a reason to come back.

10. Currency & Exchange Rates

• Refunds are processed in the same currency you were charged in

• If exchange rates have fluctuated since your booking, the refund amount may differ slightly from your original charge — this is determined by your bank, not by us

• We do not compensate for exchange rate differences

11. Group Booking Refunds

For group bookings (6+ guests):

Refunds for group bookings are processed to the original payer unless all guests booked individually.

12. Non-Refundable Bookings

Some experiences are marked "Non-Refundable" at the time of booking. These include:

• Flash sales and last-minute deals

• Peak-season limited-availability experiences

• Custom-built private experiences (helicopter, yacht, bespoke)

• Experiences with non-recoverable third-party costs

Even for non-refundable bookings, you are still protected if:

• The host cancels

• The experience is not delivered

• A force majeure event occurs

• A verified billing error occurred

Non-refundable does not mean non-protected. It means you accepted the terms for a specific discounted or exclusive booking.

13. Chargebacks

We always prefer to resolve issues directly. Chargebacks should be a last resort.

If you dispute a charge with your bank without first contacting us:

• We will respond to the chargeback with full booking documentation

• Your Aurora & Locals account may be suspended during the dispute

• Fraudulent chargebacks may result in permanent account closure and legal action

Please contact us first. In nearly every case, we can resolve issues faster and more favourably than a bank dispute process.

14. Our Guarantee

If we fail you — if something goes wrong that is within our control or our host's control — we will make it right. Every time.

• You will always be heard

• You will always receive a response within 24 hours

• You will never be ignored, deflected, or buried in fine print

• If we owe you a refund, you'll get it — promptly and fully

That's not a legal obligation. That's who we are.

15. Contact Us

For refund requests, questions, or disputes:

Aurora & Locals (Premier Tours ehf.)

• Refund requests: [refunds@auroraandlocals.is]

• General support: [hello@auroraandlocals.is]

• Website: [www.auroraandlocals.is]

• Icelandic Tourist Board License: 461223-1680

• Kennitala: 4612231680

• VAT: 151515

This Refund Policy forms part of the Aurora & Locals Terms of Service and is governed by Icelandic law, including the Act on Package Travel and Linked Travel Arrangements (No. 95/2018).