Términos y Condiciones / Terms & Conditions

TÉRMINOS Y CONDICIONES DEL SERVICIO Y POLÍTICA DE ENTREGA / TERMS & CONDITIONS

VERSIÓN EN ESPAÑOL

(Cardholder Terms & Conditions and Service Delivery Policy)

Conoce Islandia ehf.

Última actualización: Junio 2026

1. ÁMBITO DE LOS SERVICIOS Y ENTIDAD LEGAL Este sitio web es operado por Conoce Islandia ehf., una agencia de viajes y operador turístico registrado en Islandia.

  • Razón Social: Conoce Islandia ehf.
  • Kennitala (ID): 440225-1010
  • Dirección: Pósthólf 110, 270 Mosfellsbær, Islandia.
  • Licencia: Operador Turístico Autorizado por la Oficina de Turismo de Islandia (Ferðamálastofa).
  • Contacto: info@conoceislandia.com | +354 779 3008

Nuestros servicios incluyen la organización y venta de excursiones de un día, paquetes turísticos de varios días, alquiler de vehículos (self-drive) y alojamiento en Islandia.

2. POLÍTICA DE ENTREGA DEL SERVICIO (DELIVERY POLICY) La entrega de nuestros servicios y documentación varía según el canal de compra:

2.1. Compras directas a través de la página web:

  • Confirmación Inmediata: Al realizar el pago completo en nuestro sitio web, el cliente recibirá un correo electrónico automático de confirmación (“Recibo”) de manera inmediata.
  • Entrega del Voucher: El documento de viaje oficial (Voucher/Bono) que garantiza los servicios será enviado al correo electrónico del cliente en un plazo máximo de 24 horas tras la compra.

2.2. Viajes a medida y reservas por canales alternativos (Email, WhatsApp, etc.):

  • Para viajes privados, autoguiados o diseñados a medida, la confirmación se realiza mediante la aceptación de un itinerario personalizado y el abono del depósito correspondiente.
  • La documentación final y los vouchers detallados se entregarán una vez se haya liquidado el 100% del pago del viaje, generalmente entre 15 y 30 días antes de la llegada.

En ambos casos, el servicio turístico se considera “entregado” o “consumido” en la fecha y hora programada para el inicio del viaje o excursión en Islandia.

3. PRECIOS, PAGOS Y MONEDA Todos los precios están fijados y el cargo final se procesará en Euros (EUR). Las condiciones de pago y pasarelas dependen del método de reserva:

  • Compras en la Web (Pago Inmediato): Se requiere el pago del 100% al momento de la reserva. Estas transacciones son procesadas de forma automática y segura por la pasarela de pagos RAPYD, proveedor certificado PCI-DSS.
  • Viajes a Medida / Reservas Offline (Pago Fraccionado): Se requiere un pago anticipado del 30% del importe total para confirmar y bloquear la reserva. El saldo restante deberá ser liquidado en su totalidad entre 30 y 60 días antes del inicio del viaje. Estos pagos se realizan mediante un enlace de pago seguro procesado por Revolut o bien mediante Transferencia Bancaria Internacional.

Conoce Islandia ehf. no tiene acceso a los datos completos de la tarjeta de crédito del cliente en ninguna de las plataformas.

4. POLÍTICA DE CANCELACIÓN, REEMBOLSO Y NO-ENTREGA (NON-DELIVERY) 4.1. Derecho de Desistimiento y Cancelación por el Cliente:

  • Day Tours (1 día): Reembolso cancelando con más de 72h de antelación.
  • Paquetes Multi-día:
    • Más de 4 semanas antes: 90% reembolso.
    • 4 semanas – 7 días antes: 50% reembolso.
    • Menos de 7 días antes: Sin reembolso.
  • Gastos Financieros por Reembolso (Importante): En cualquier escenario en el que proceda realizar un reembolso al cliente (parcial o total), Conoce Islandia ehf. deducirá un 3% del importe a devolver. Esta retención corresponde estrictamente a las comisiones de procesamiento de nuestras pasarelas de pago (Rapyd o Revolut) generadas en la transacción original, las cuales no son recuperables. No se emitirán bonos de viaje (vouchers) para uso futuro en sustitución de los reembolsos.

4.2. Cancelación por parte de Conoce Islandia ehf. (Supplier Failure): Si Conoce Islandia ehf. no puede prestar el servicio contratado (No-Delivery) debido a falta de disponibilidad, error operativo o insolvencia:

  • Se ofrecerá una alternativa de igual o superior categoría.
  • Si el cliente no acepta la alternativa, se procederá al REEMBOLSO ÍNTEGRO (100%) del importe pagado en un plazo máximo de 14 días hábiles al método original de pago.

4.3. Protección contra Insolvencia (Package Travel Regulations): De conformidad con la Ley Islandesa de Viajes Combinados (Act on Package Travel and Linked Travel Arrangements No. 95/2018), Conoce Islandia ehf. ha depositado una garantía de seguridad ante la Oficina de Turismo de Islandia (Ferðamálastofa). Esta garantía protege los pagos del cliente y asegura el reembolso en el improbable caso de insolvencia financiera de la empresa antes o durante el viaje.

5. CLIMA Y FUERZA MAYOR Islandia posee un clima impredecible. Conoce Islandia ehf. no se hace responsable por cambios de itinerario debidos a cierres de carreteras o condiciones climáticas extremas (Force Majeure). No se cubrirán gastos adicionales (hoteles extra, vuelos) derivados de estas causas. Se recomienda encarecidamente contratar un seguro de viaje personal.

6. GESTIÓN DE QUEJAS Y RECLAMACIONES Si el cliente considera que el servicio no se ha entregado según lo acordado:

  • Notificación In situ: Debe informar inmediatamente al guía o proveedor del servicio para intentar solucionar el problema al momento.
  • Reclamación Formal: Si no se resuelve, debe enviar un email a info@conoceislandia.com en un plazo de 14 días tras finalizar el viaje.
  • Resolución: Nos comprometemos a responder a todas las reclamaciones en un plazo de 48 horas laborables.
  • Disputas: Si no se llega a un acuerdo, el cliente puede acudir al Comité de Quejas de Viajes de Islandia o al Centro Europeo del Consumidor.

7. REQUISITOS PARA ALQUILER DE COCHES Para paquetes con vehículo (“Self-Drive”), es OBLIGATORIO presentar una Licencia de Conducir física, vigente y legible (alfabeto latino) y una Tarjeta de Crédito física válida a nombre del conductor principal al momento de recoger el coche. La falta de tarjeta puede resultar en la denegación del servicio sin derecho a reembolso.

8. LEY APLICABLE Estos términos se rigen por la legislación islandesa. Jurisdicción exclusiva: Tribunal de Distrito de Reikiavik.

ENGLISH VERSION

TERMS AND CONDITIONS OF SERVICE AND DELIVERY POLICY (Cardholder Terms & Conditions and Service Delivery Policy) Conoce Islandia ehf. Last updated: June 2026

1. SCOPE OF SERVICES AND LEGAL ENTITY This website is operated by Conoce Islandia ehf., a registered travel agency and tour operator in Iceland.

  • Company Name: Conoce Islandia ehf.
  • Kennitala (ID): 440225-1010
  • Address: Pósthólf 110, 270 Mosfellsbær, Iceland.
  • License: Authorized Tour Operator by the Icelandic Tourist Board (Ferðamálastofa).
  • Contact: info@conoceislandia.com | +354 779 3008

Our services include the organization and sale of day tours, multi-day tour packages, self-drive car rentals, and accommodation in Iceland.

2. SERVICE DELIVERY POLICY The delivery of our services and documentation varies depending on the booking channel:

2.1. Direct purchases through the website:

  • Immediate Confirmation: Upon making full payment on our website, the client will immediately receive an automated payment confirmation email (“Receipt”).
  • Voucher Delivery: The official travel document (Voucher) guaranteeing the services will be sent to the client’s email within a maximum of 24 hours after purchase.

2.2. Custom trips and alternative booking channels (Email, WhatsApp, etc.):

  • For private, self-drive, or custom-designed trips, confirmation is made upon acceptance of a personalized itinerary and payment of the corresponding deposit.
  • Final documentation and detailed vouchers will be delivered once 100% of the trip has been paid in full, generally between 15 and 30 days prior to arrival.

In both cases, the tourism service is considered “delivered” or “consumed” on the date and time scheduled for the start of the trip or tour in Iceland.

3. PRICES, PAYMENTS, AND CURRENCY All prices are set and the final charge will be processed in Euros (EUR). Payment terms and gateways depend on the booking method:

  • Website Purchases (Immediate Payment): A 100% payment is required at the time of booking. These transactions are processed automatically and securely by the RAPYD payment gateway, a PCI-DSS certified provider.
  • Custom Trips / Offline Bookings (Installment Payment): An advance payment of 30% of the total amount is required to confirm and secure the booking. The remaining balance must be settled in full between 30 and 60 days before the trip starts. These payments are made via a secure payment link processed by Revolut or via International Bank Transfer.

Conoce Islandia ehf. does not have access to the client’s full credit card details on any platform.

4. CANCELLATION, REFUND, AND NON-DELIVERY POLICY 4.1. Right of Withdrawal and Cancellation by the Client:

  • Day Tours: Refund applicable if canceled more than 72 hours in advance.
  • Multi-day Packages:
    • More than 4 weeks before: 90% refund.
    • 4 weeks – 7 days before: 50% refund.
    • Less than 7 days before: No refund.
  • Financial Fees for Refunds (Important): In any scenario where a refund to the client is applicable (whether partial or full), Conoce Islandia ehf. will deduct a 3% fee from the amount to be refunded. This deduction corresponds strictly to the processing fees of our payment gateways (Rapyd or Revolut) generated during the original transaction, which are non-recoverable. Travel vouchers will not be issued for future use in lieu of applicable refunds.

4.2. Cancellation by Conoce Islandia ehf. (Supplier Failure): If Conoce Islandia ehf. is unable to provide the contracted service (No-Delivery) due to lack of availability, operational error, or insolvency:

  • An alternative of equal or higher category will be offered.
  • If the client does not accept the alternative, a FULL REFUND (100%) of the amount paid will be issued within a maximum of 14 business days to the original payment method.

4.3. Protection against Insolvency (Package Travel Regulations): In accordance with the Icelandic Act on Package Travel and Linked Travel Arrangements No. 95/2018, Conoce Islandia ehf. has deposited a security guarantee with the Icelandic Tourist Board (Ferðamálastofa). This guarantee protects the client’s payments and ensures a refund in the unlikely event of the company’s financial insolvency before or during the trip.

5. WEATHER AND FORCE MAJEURE Iceland has unpredictable weather. Conoce Islandia ehf. is not responsible for itinerary changes due to road closures or extreme weather conditions (Force Majeure). Additional expenses (extra hotels, flights) arising from these causes will not be covered. We strongly recommend purchasing personal travel insurance.

6. COMPLAINT HANDLING If the client considers that the service has not been delivered as agreed:

  • On-site Notification: You must immediately inform the guide or service provider to attempt to resolve the issue on the spot.
  • Formal Complaint: If unresolved, you must send an email to info@conoceislandia.com within 14 days after the end of the trip.
  • Resolution: We commit to responding to all complaints within 48 business hours.
  • Disputes: If an agreement is not reached, the client may apply to the Icelandic Travel Complaints Committee or the European Consumer Centre.

7. CAR RENTAL REQUIREMENTS For “Self-Drive” packages with a vehicle, it is MANDATORY to present a physical, valid, and legible Driver’s License (in the Latin alphabet) and a valid physical Credit Card in the name of the main driver at the time of picking up the car. Failure to present a credit card may result in denial of service without the right to a refund.

8. APPLICABLE LAW These terms are governed by Icelandic law. Exclusive jurisdiction: District Court of Reykjavík.

ENGLISH VERSION BELOW

TERMS OF SERVICE AND DELIVERY POLICY

(Cardholder Terms & Conditions and Service Delivery Policy)

Conoce Islandia ehf. Last updated: February 2026

1. SCOPE OF SERVICES AND LEGAL ENTITY

This website is operated by Conoce Islandia ehf., a travel agency and tour operator registered in Iceland.

  • Legal Name: Conoce Islandia ehf.
  • Registration ID (Kennitala): 440225-1010
  • Address: Pósthólf 110, 270 Mosfellsbær, Iceland.
  • License: Authorized Tour Operator by the Icelandic Tourist Board (Ferðamálastofa).
  • Contact: info@conoceislandia.com | +354 779 3008

Our services include the organization and sale of day tours, multi-day tour packages, vehicle rentals (self-drive), and accommodation in Iceland.

2. SERVICE DELIVERY POLICY

To comply with e-commerce standards and cardholder security requirements:

  • Immediate Confirmation: Upon completing full payment on our website, the client will immediately receive an automated payment confirmation email (“Receipt”).
  • Voucher Delivery: The official travel document (Voucher/Ticket) guaranteeing the services will be sent to the client’s email address within a maximum of 24 hours after purchase.
  • Service Execution: The tourism service is considered “delivered” or “consumed” on the date and time scheduled for the start of the trip or tour, as stipulated in the Voucher.

3. PRICES, PAYMENTS, AND CURRENCY

  • Billing Currency: Prices may be displayed in EUR for informational purposes, but the final charge on the client’s card will be processed in Icelandic Króna (ISK) (unless the payment gateway specifies another currency). The cardholder is responsible for any exchange rate differences applied by their issuing bank.
  • Payment: 100% payment is required at the time of booking.
  • Security: Transactions are processed by Rapyd, a PCI-DSS certified provider. Conoce Islandia ehf. does not have access to the client’s full credit card details.

4. CANCELLATION, REFUND, AND NON-DELIVERY POLICY

4.1. Right of Withdrawal and Cancellation by the Client:

  • Day Tours (1 day): 100% refund if cancelled more than 24 hours in advance.
  • Multi-day Packages:

     

    • More than 4 weeks before: 90% refund.
    • 4 weeks – 7 days before: 50% refund.
    • Less than 7 days before: No refund.
  • Processing Fees: In cases of voluntary refunds, a 3% deduction may be applied to cover administrative and banking fees.

4.2. Cancellation by Conoce Islandia ehf. (Supplier Failure): If Conoce Islandia ehf. cannot provide the contracted service (No-Delivery) due to lack of availability, operational error, or insolvency:

  • An alternative of equal or superior category will be offered.
  • If the client does not accept the alternative, a FULL REFUND (100%) of the amount paid will be issued within a maximum of 14 business days to the original payment card.

4.3. Insolvency Protection (Package Travel Regulations): In accordance with the Icelandic Act on Package Travel and Linked Travel Arrangements No. 95/2018, Conoce Islandia ehf. has deposited a security guarantee with the Icelandic Tourist Board (Ferðamálastofa). This guarantee protects client payments and ensures reimbursement in the unlikely event of the company’s financial insolvency before or during the trip.

5. WEATHER AND FORCE MAJEURE

Iceland has unpredictable weather. Conoce Islandia ehf. is not responsible for itinerary changes due to road closures or extreme weather conditions (Force Majeure). Additional costs (extra hotels, flights, meals) derived from these causes will not be covered. We strongly recommend purchasing personal travel insurance.

6. COMPLAINT HANDLING AND CLAIMS

If the client considers that the service has not been delivered as agreed:

  1. On-site Notification: The client must immediately inform the guide or service provider to attempt to resolve the issue on the spot.
  1. Formal Claim: If not resolved, the client must send an email to info@conoceislandia.com within 14 days after the trip ends.
  1. Resolution: We commit to responding to all claims within 48 business hours.
  1. Disputes: If no agreement is reached, the client may appeal to the Icelandic Travel Complaints Committee or the European Consumer Centre.

7. CAR RENTAL REQUIREMENTS (SELF-DRIVE)

For packages including a vehicle (“Self-Drive”), it is MANDATORY to present a physical, valid, and legible Driver’s License (Latin alphabet) and a physical Credit Card in the name of the main driver at the time of pick-up. Failure to present a valid card may result in denial of service without the right to a refund.

8. APPLICABLE LAW

These terms are governed by Icelandic law. Exclusive jurisdiction: District Court of Reykjavík (Héraðsdómur Reykjavíkur).