Terms & Conditions
Traveo.is is the online booking site and trading name of Traveo Ehf. Our registered headquarters are at Álfaskeið 40, 220 Hafnarfjörður, Iceland (registration no. 650687-1759). Traveo Ehf. is registered in Iceland with the VAT number 62035 .
Traveo operates in compliance with the EU Package Travel Directive. All payments towards services that fall under this EU law are safeguarded with an insurance protection that guarantees you a refund in the unlikely event of insolvency.
These booking conditions govern all bookings made with Traveo.is. Any booking made or order placed by a customer, whether through the company’s website or otherwise, shall be deemed as an offer by the customer to purchase the relevant package or other travel arrangement subject to these booking conditions.
No contract between the customer and Traveo shall come into existence until Traveo receives full payment and issues a confirmation invoice. The customer making the booking accepts these conditions on behalf of all members of their travel party and is responsible for payment due from the party in entirety.
Booking services with Traveo are currently only available to persons who are at least 18 years old. Individuals under the age of 18 must be accompanied by at least one adult.
By submitting a booking, you warrant and confirm to us that you comply with these arrangements.
At Traveo, we do our utmost to respond to requests and inquiries within one business day.
Our company is fully licensed by the Icelandic government.
Traveo operates in compliance with the General Data Protection Regulation (GDPR), a regulation in EU law on data protection and privacy for consumers.
You need to create an account and provide information about yourself in order to use some of the features on the site. You are responsible for maintaining the confidentiality of your account password.
You are responsible for all activities that occur in connection with your account. You agree to notify us immediately of any unauthorized use of your account.
Your account is for your personal use only. You may not impersonate someone else (e.g. adopt the identity of a celebrity), create an account for anyone other than yourself, provide an email address other than your own, or create multiple accounts.
Traveo reserves the right to close your account at any time without warning.
All charges on the Traveo webpage are made in Icelandic krona.
If one chooses to pay via bank transfer, it is possible to process payment in US Dollars or Euros. Please note that only the price in Icelandic Krona is valid, all charges in USD or EUR will be determined by the currency exchange rate at the time of the payment.
As Traveo does not charge any booking or transaction fees we can not be held liable to any third party transaction fees that may occur at the time of payment and/or refund, such as fees imposed by your bank or other international transfer fees.
All refunds are processed in ISK. As Traveo does not charge any booking or transaction fees we can not be held liable to any loss in currency exchange during transactions.
Refunds of past services need to be submitted within 15 days after the completion of the tour or holiday package has been serviced. All refund requests must be made through email to [email protected] with the email subject as: Refund Request – “Booking number”. Please note that no refunds will be issued over the phone.
In case of partial cancellations, e.g. an activity portion of a multi-day tour is cancelled due to conditions or a tour layout is changed due to unforeseen circumstances, a partial refund is due. If an activity is changed, the price difference between activities will be refunded, or a percentage stated by the operator as standard refund due to changes in program of the tour.
Please note that the following services are non-refundable: domestic flights and day tours that include flights. Therefore, Traveo cannot refund any of these services booked through us. In the event some of our tour packages have stricter cancellation rules, the information will be stated in the package details online.
Accepted payment methods:
Traveo accepts all major credit cards, and for bookings made at least 2 weeks prior to the travel date, we also accept bank transfers.
We accept payment by the following cards: Visa, Visa Electron, MasterCard, Maestro, JCB, Discover, UnionPay, Diners and American Express cards.
If you wish to pay via bank transfer, please select “Bank Transfer” as your payment method in the booking process and Traveo will contact you with payment instructions. Please note that bank transfers are not possible for bookings made less than 15 days from the date of travel.
For individual and group bookings and individual package bookings up to 9 persons:
Payment at the time of booking: Traveo requires a deposit payment or the full amount at the time of booking, depending on when the booking is made and what type of product is booked:
- Day-tours and Activities: Traveo requires the full payment at the time of booking for purchases made on its website. In the rare event that a specific excursion or service is unavailable, an alternative will be offered or a full refund will be issued to you. You will be notified of any necessary changes to the itinerary prior to the issuing of a confirmation invoice.
- Packages and multi-day tours booked more than 30 days before arrival: Traveo charges a non-refundable deposit of 15% of the total price at the time of booking.
- Packages and multi-day tours booked 30 days or less before arrival: Traveo requires the full payment at the time of booking for purchases made within 30 days of the start of travel. Please note that for bookings made with less than 30 days before the start of travel, the availability of all services will need to be confirmed by Traveo and suppliers before the full package can be confirmed. In the rare event that a specific excursion or service is unavailable, an alternative will be offered or a full refund will be issued to you. You will be notified of any necessary changes to the itinerary prior to the issuing of a confirmation invoice.
- Off the Beaten Path Packages and Privately Guided Packages booked more than 45 days before arrival: Traveo charges a non-refundable deposit of 30% of the total price at the time of booking.
- Off the Beaten Path Packages and Privately Guided Packages booked less than 45 days before arrival: Traveo requires the full payment at the time of booking for purchases made within 45 days of the start of travel. Please note that for bookings made with less than 45 days before the start of travel, the availability of all services will need to be confirmed by Traveo and suppliers before the full package can be confirmed. In the rare event that a specific excursion or service is unavailable, an alternative will be offered or a full refund will be issued to you. You will be notified of any necessary changes to the itinerary prior to the issuing of a confirmation invoice.
- Packages and multi-day tours on special offer: For certain promotions, such as an “Early Bird” discount, you may be required to pay in full at the time of booking to redeem the discount (terms vary by offer). Standard payment terms apply to all special offers unless noted otherwise.
- Custom bookings: Traveo charges a non-refundable deposit of 15% of the total price at the time of booking. However, if the customised booking is purchased less than 30 days before your arrival, making a full payment is the only option.
For group package bookings as from 10 persons:
Payment at the time of booking: If booked more than 12 weeks in advance, Traveo requires a deposit payment of 15% of the full amount at the time of booking
12 weeks before departure: Traveo requires another deposit payment of 15% of the full amount to reach a total paid amount of 30%.
8 weeks before departure: Traveo requires another deposit payment of 30% of the full amount to reach a total paid amount of 60%.
Remaining payments after deposit(s):
The full payment (less deposit(s)) for all products—both for groups and individuals—is due at least 30 days prior to your arrival, or upon confirmation of the booking, if the initial booking is made within 30 days of the start of travel. Some packages do require a full payment at an earlier date, but in those cases, the information is stated online in the package details.
Note: Some of our holiday packages have strict payment policies, and in those cases, specific information will be stated online in the package details.
Once a payment has been received we will email you an invoice for the amount paid. Any remaining payments will be processed via a secure payment login page on our website. You will receive an activation email with login information if this applies to your booking.
Traveo reserves the right to treat cases of delayed payment as a cancellation of the booking, and the company can withdraw its confirmation of services. Please note that this only applies if a payment has not been made at least 2 weeks prior to your arrival, and no agreement has been made for paying the remaining balance.
All rates quoted or shown in our tariffs are based on current prices and are subject to change on our website without notice.
Please also note that if an incorrect price has been posted on our website in error, we reserve the right to cancel, amend or limit the order placed at the incorrect price.
All products, tours and services offered on the Traveo webpage are valid as per the dates displayed at traveo.is or any traveo-affiliated website.
Should suppliers and/or service providers make changes to tour dates, prices, inclusions, coverage, age requirements, etc. Traveo is not responsible or liable for any information of tours that it does not directly provide.
Prices listed on traveo.is and Traveo-affiliated websites are per person, unless otherwise specified.
Unless otherwise specified, prices do not include any local taxes or use-fees, including foreign departure, security, port charges, park fees, customs, immigration, agricultural, passenger-facility charges or international transportation tax.
Prices do not include tips/gratuities to tour directors, drivers or local guides; passport and visa fees; baggage and personal insurance; any items of a personal nature; parking fees and any beverages or food not specifically listed under “Inclusions” on the product pages of traveo.is or traveo-affiliated websites.
Self-Drive, Small Group Guided Packages and Multi-day tours:
- More than 7 days before scheduled tour arrival date: 15% cancellation fee
- Less than 7 days before scheduled tour departure date: 75% cancellation fee
- Less than 72 hours before scheduled tour departure date: 100% cancellation fee
Off the beaten path & Privately guided packages:
- 45-30 days before scheduled tour arrival date: 50% cancellation fee
- 29-15 days before scheduled tour arrival date: 75% cancellation fee
- 14 days before scheduled tour arrival date: 100% cancellation fee
- More than 24 hours before scheduled tour departure time: 100% refund. Some day tours might have a different cancellation policy, in which case it will be clearly mentioned in the “Good to know” section of the tour.
- Less than 24 hours before scheduled tour departure time: 100% cancellation fee. Some day tours might have a different cancellation policy, in which case it will be clearly mentioned in the “Good to know” section of the tour.
Group Bookings (as from 10 persons):
For group bookings, Traveo charges a cancellation fee at a percentage of the total tour package price as follows:
For cancellation of the entire group booking:
- More than 12 weeks before the scheduled tour arrival date: cancellation fees are 15% of the estimated total price (deposit).
- 8 to 12 weeks before the scheduled tour arrival date: cancellation fees are 30% of the estimated total price
- 2 to 8 weeks before the scheduled tour arrival date: cancellation fees are 60% of the estimated total price
- Less than 2 weeks prior to arrival: cancellation fees are 100% of the estimated total price
Terms for the cancellation of individual travellers within a group booking:
Please note that the cancellation by traveller(s) within a group may result in either a price increase for the whole group or a cancellation fee being charged to the traveller(s) that cancelled.
Terms for the cancellation of less than 10% of the group:
- Up to 8 weeks prior to arrival: there is no fee (however it may result in a price increase for the whole group)
- Between 8 and 4 weeks prior to arrival: 30% cancellation fee
- Between 4 and 2 weeks prior to arrival: 60% cancellation fee
- Less than 2 weeks prior to arrival: 100% cancellation fee
Notes on cancellations:
You, or any member of your group, may cancel your travel arrangements at any time before your arrival.
Notification of cancellations: If you need to cancel, you should notify your travel consultant by written email notification as soon as possible.
Cancellation at short notice: If you need to cancel at short notice (72 hours or less before arrival), you must email AND call us as soon as possible. Your email should be sent to info[at]traveo.is (please do not email your personal Travel Advisor). You must then also confirm your cancellation verbally with a Traveo employee by calling our main customer service phone number. If outside of office hours, you will be told our emergency number by our customer service’s voicemail message: you must call that instead to confirm cancellation verbally.
Extraordinary circumstances: If the package is cancelled by you or us due to extraordinary circumstances, you will pay no cancellation fees, and no extra compensation will be paid. Extraordinary circumstances may include but are not limited to, warfare, acts of terrorism, significant risks to human health such as the outbreak of severe disease at the travel destination, or natural disasters such as floods, earthquakes, volcanic eruptions, or weather conditions which make it impossible to travel safely to the tour destination. Further information about extraordinary circumstances can be found here: EU Package Travel Directive.
Rights of cancellation: We reserve the right to cancel confirmed bookings at any time. Exercise of this right could occur, for example, if minimum participation in a tour is not reached, if we are prevented from delivering the contracted services because of unavoidable and extraordinary circumstances, or if the booking party fails to pay the final balance in full.
If a third party operated Multi-Day tour is cancelled due to weather, Traveo is under no obligation to find or pay for accommodation on any cancelled nights. Should the operator himself be unable to assist, Traveo staff will be happy to help if assistance is requested.
Please be advised that the cancellation fees for certain travel packages and services may be different, in which case the cancellation terms and fees are outlined on the tour package page.
All booking change requests must be made via email by the person who submitted the original booking request.
Changing the number of people in a booking to a smaller number is considered cancellation for the change in number of participants.
For multi-day tours and packages, all requests for changes must be made minimum 7 days in advance. Please note that we might not be able to fulfil your changed requirements due to lack of availability, though we will always do our best, and do offer alternative options.
Depending on how far in advance a tour package has been booked and when changes to a booking are requested, an administrative fee of 5000 ISK may be charged each day/night of the itinerary that is modified. Additional supplier costs may still apply depending on the changes requested.
For bookings made within 60 days of arrival, changes can be made without incurring the administrative fee until services have been confirmed and the travel documents have been issued. However, for bookings made 30 days or less before arrival, the administrative fee and any applicable supplier fees may be charged due to the short processing time.
Day tours and activities:
Day tours and activities booked on the Traveo.is that are serviced by independent operators can be changed up to 24 hours before departure.
Transfer of bookings:
A booking may be transferred from one party to another, provided that the new party satisfies all the conditions applicable, upholds the terms and conditions of the booking and notifies us about the transfer no less than 7 days before departure. An administrative fee of 5000 ISK will be charged for the transfer, and both parties must assume joint liability for this fee and any other costs that may be incurred by changes to the booking.
Please note that certain services may not be changed or transferred after they have been confirmed, and any alteration may incur a cancellation charge of up to 100% of that part of the services. We reserve the right to increase or change the administrative fees referred to above at any time.
Booking changes made by us:
Occasionally, Traveo may have to make changes to your booking, and we reserve the right to do so at any time. In this unlikely event, you will be notified of the proposed changes without delay. If the changes are significant, such as alterations to a large part of the tour, or price increases exceeding 8% of the total cost, you will have the option to:
- accept the changes,
- accept an alternative tour (if available and offered by us),
- or get a refund.
You will have a period of 14 days to accept or reject the changes. Please read any notification of changes carefully. If you don’t respond within the time frame given, your booking may be cancelled.
Should you accept an alternative tour (option b, above) and the new tour is of a lower value, we will refund you the price difference.
Should you reject the changes, you may cancel your tour, and you will be entitled to a full refund (option c, above). If these changes were made because of unavoidable or extraordinary circumstances, you will not be entitled to other compensation.
Parties travelling together:
Should two parties wish to book separately but travel together, they should inform travel agents of this prior to booking. If a co-travel request is sent after the booking process has been finished, the change to a package is counted as a tailoring and is subject to a 5000 isk service fee.
Significant changes to packages:
If a package is significantly changed from the original package setup/route as offered on the site, the product will be considered to be a tailored tour and might be subject to a 15% service fee of the total price of the package. This does not apply to added nights at the end or at the beginning of a package as this does not change the original package setup/route.
The following terms and conditions apply to all Special Offers on www.Traveo.is in conjunction with our standard booking terms for all Traveo holiday packages:
- Special offer pricing applies to new bookings only
- Not valid in combination with any other discounts or promotions
- Valid only for standard packages as listed on the website — not for customisations such as hotel upgrades or additional nights, supplemental activities or extra days with a rental car
- The posted discount will be deducted from the total price at the time of booking
- Bookings of packages on special offer are not commissionable for third-party travel agents.
Most of our tour packages are commissionable for travel agents. Please note, however, that we do not offer commissions for tour packages on special offer, on day tour-only bookings or on optional activities that are added to tour packages.
It is the responsibility of all travellers, regardless of nationality and destination, to check with the consulate of the country they are visiting for current entry requirements.
As visa and health requirements are subject to change without notice, we recommend that you verify health and visa requirements with the appropriate consulate prior to departure.
Please note that should your visa not be sufficient upon arrival, refund for your tour will not be issued as it is past the change and cancellation date
We advise all travellers to purchase a comprehensive travel insurance to minimize possible losses due to unforeseeable situations during your travel.
Traveo does not offer any travel insurance, so please contact your preferred private travel insurance company.
Required – credit card for self-drive tours: A valid credit card is required for all our self-drive tours to cover the car rental deposit (also known as the deductible).
Traveo does not operate any tours but directs you to tours operated by operators and service providers in Iceland. Neither does Traveo charge users any fees, and as such, cannot be liable for any accidents, losses, injuries, death, damages, delays, expenses due to any action or inaction on the part of the operator, guide or his/her services.
Under no circumstances will Traveo or its agents, affiliates, service providers, suppliers, and/or distributors be liable for any of the following losses or damage (whether such losses where foreseen, foreseeable, known or otherwise): (a) loss of data; (b) loss of revenue or anticipated profits; (c) loss of business; (d) loss of opportunity; (e) loss of goodwill or injury to reputation; (f) losses suffered by third parties; or (g) any indirect, consequential, special or exemplary damages arising from the use of guidetoiceland.is regardless of the form of action.
Traveo and its agents and suppliers, in making arrangements for hotels, tours, transportation or any service in connection with the itineraries of individual customers, shall not be liable for injury, death, damage, loss, accident, delay or irregularity, liability or expense to person or property due to act of default by any hotel, carrier or other company or person providing services included in the tours.
Traveo, its agents and suppliers accept no responsibility for any sickness, pilferage, labour disputes, machinery breakdown, government restrains, acts of war and/or terrorism, weather conditions, defect in any vehicle of transportation or for any misadventure or casualty or any other causes beyond their control.
Traveo’s content – including the information, names, images, pictures, logos, prices, dates, and availability regarding or relating to Traveo, traveo.is and/or to a Traveo-affiliated website, service provider, operator and/or distribution partner is provided “AS IS” and on an “AS AVAILABLE” basis without any representations or any kind of warranty made (whether express or implied by law) to the extent permitted by law, including the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy.
At Traveo we check and recheck the details about all the products and services we offer for accuracy. However, Traveo does not warrant that functionality, content or information contained on www.traveo.is or any Traveo-affiliated website will be uninterrupted or error-free, that defects will be corrected, or that traveo.is or the servers that make it available are free of viruses or bugs.
If any of these terms are determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any state or country in which these terms are intended to be effective, then to the extent and within the jurisdiction in which that term is illegal, invalid or unenforceable, it shall be severed and deleted from these terms and the remaining terms shall survive, remain in full force and effect and continue to be binding and enforceable.
Our goal is to provide excellent customer service, and in order to do so we maintain strict quality monitoring. If, for any reason, you are unhappy with your tour package, we want to hear about it right away. We recommend calling our office as soon as any incident arises during your holiday. (You will also have access to an emergency helpline while travelling on your Traveo tour.) If you are unable to do so at the time, you must notify Traveo in writing (click here for email) within 15 days of your return or else you may jeopardise your right to compensation.
This agreement shall be exclusively governed by and construed in accordance with Icelandic law.
Any disputes arising out of or in connection with this agreement shall exclusively be submitted to and dealt with by the district court of Reykjavík.