Terms of Service
Last updated: 3 September 2026
General
Aurora Experts is a subsidiary of Ultimate Iceland ehf. The following Terms & Conditions apply when customers (hereinafter “The Customer”) book tours with Ultimate Iceland ehf. (hereinafter “Aurora Experts”).
Aurora Experts is an Icelandic tour operator offering guided northern lights tours from Reykjavík. Our products and associated services are available for purchase on our website auroraexperts.is and through authorised resellers affiliated with Aurora Experts.
Aurora Experts reserves the right to alter routes, itineraries or timetables without prior notice, should the necessity arise. Aurora Experts is not responsible for losses in the event of Force Majeure, such as natural catastrophes, strikes, weather, war or other causes outside our control. Such losses and expenses are the personal liability of the traveller. We advise all customers to hold travel insurance, as they travel at their own responsibility on tours.
Non-sightings on tour
The northern lights are a natural phenomenon. Neither displays nor their magnitude can ever be guaranteed.
We base our Go/No Go decision on cloud cover and geomagnetic forecasts, and only go out when forecasts show a high chance of visible northern lights. Low-level lights count as sightings.
If we do not see the northern lights on your tour, you are eligible for a free Re-Try Tour, valid for up to four years from the date of your original tour. The number of free Re-Try Tours is not limited.
The following conditions apply:
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Free Re-Try Tours apply to our small-group tours only. Private and Proposal tours do not include a free Re-Try; instead, a backup date is arranged at the time of booking.
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A Re-Try Tour is subject to availability — there must be a scheduled tour with available seats at the time you contact us. Rebooking is on a first come, first served basis.
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You may be required to present your original ticket or voucher on request.
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The right to a Re-Try Tour is personal and non-transferable to a third party.
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Under no circumstances will a refund, full or partial, be given for a non-sighting tour.
To book a Re-Try Tour, contact us by email at hello@auroraexperts.is, by WhatsApp on +354 888 8181, or by message through Viator, GetYourGuide or Airbnb if that is where you booked. Please include your booking number. The Re-Try Tour applies regardless of where the original booking was made.
If a Re-Try Tour is cancelled by Aurora Experts, your entitlement is not consumed — you may simply rebook another date, subject to availability, within the same four-year period.
For a sighting, three things must come together: solar wind, darkness and a clear sky. We maximise the chance of a sighting by going out only when auroral activity and cloud cover forecasts are favourable. We reserve the right to cancel a tour as late as 6:30 PM GMT due to unfavourable weather. We make honest, transparent decisions and email all guests between 1:00 PM and 6:30 PM GMT to confirm whether the tour is on or off.
It is the customer’s responsibility to remain contactable on the day of the tour. Please keep your phone switched on and check your messages through the afternoon and early evening. If you booked through Airbnb, Viator or GetYourGuide, we can only reach you through that platform’s own messaging inbox — please make sure you can access it and that notifications are enabled. Aurora Experts accepts no liability for missed tours, missed cancellation notices or resulting losses where we were unable to reach the customer using the contact details or booking platform provided.
Product delivery
As a customer, you agree to comply with and are legally bound by these Terms and Conditions. It is your personal responsibility to read them and to inform all members of your party before joining our tours.
Customers will receive a booking confirmation and a receipt for their purchase. Customers are required to present their confirmation on an electronic device or as a printout when boarding. Customers will also receive a booking number, which is required in order to change or cancel a booking.
It is the customer’s responsibility to contact our Customer Support team at hello@auroraexperts.is regarding the details of their booking — number of passengers, contact details, pickup time and location. Should the customer fail to contact Customer Support in due time, Aurora Experts accepts no liability for losses or mistakes.
Departures and pickup
The pickup time and location are indicated on the voucher provided by our Customer Support team. Any information regarding pickup time and location provided by a reseller must be confirmed with our team at least 24 hours before the tour, by email at hello@auroraexperts.is.
Pickup begins at the tour’s start time and can take up to 30 minutes, as we collect several groups from around the city. It is the customer’s responsibility to be ready and waiting at the designated pickup location from the start of that window, and to remain contactable throughout it. Should the customer not be present when we arrive, Aurora Experts reserves the right to cancel the booking. Aurora Experts may in individual cases grant a free rescheduling or rebooking; in those cases no refund, full or partial, will be issued.
On board and during the tour
Icelandic law requires each passenger to wear a seatbelt while on board. Failure to comply can lead to expulsion from the vehicle. Booster seats for children are available free of charge on request at hello@auroraexperts.is — please tell us when you book if you need one, and how many.
Iceland is known for its ever-changing weather. It is the customer’s responsibility to check the forecast before the tour and dress accordingly. We recommend warm, sturdy, wind- and waterproof clothing. All our tours include short walks from the vehicle to viewpoints and points of interest. Aurora Experts provides warm snowsuits and outdoor chairs on location for every passenger.
No liability is accepted for loss, theft or expenses occurring on a tour. Such losses and expenses are the personal liability of the traveller. We advise all customers to hold travel insurance, as they travel at their own responsibility on tours and transfers.
Travelling with children
Children aged 5 to 12 travel at a reduced rate. Ages 13 and over pay the adult fare.
Children under the age of 5 are not permitted on our small-group northern lights tours. This restriction applies to tours sold on our website (auroraexperts.is) and through partners, and exists because the tour is unsuitable for very young children — it is a long evening outdoors in cold conditions, often with extended periods of waiting. Families travelling with children under 5 are welcome to book a private tour instead.
Cancellation, rescheduling and refunds
For rescheduling, rebooking and cancellations, contact us by email at hello@auroraexperts.is and include your booking number.
If Aurora Experts cancels a tour (due to unfavourable weather conditions, technical difficulties, or other conditions outside our control), you will be offered either:
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rescheduling to another date of your choice, free of charge and subject to availability; or
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a full refund.
If the customer cancels, notification must be sent by email to hello@auroraexperts.is at least 24 hours before the pickup time.
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Cancellations received more than 24 hours before pickup: full refund.
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Cancellations received less than 24 hours before pickup, or no-shows: no refund, and the tour is charged at full price.
Note that the above applies to paid bookings. Refunds do not apply to non-sighting tours or to free Re-Try Tours, as set out in the Non-sightings section above.
As a customer of Aurora Experts, it is your responsibility to obtain personal health and travel insurance. Iceland is known for its rapidly changing weather, and unforeseen cancellations can occur at very short notice.
Illness or bereavement
If a customer requests cancellation because they or a member of their household has fallen ill, or due to a death in the family, we will require supporting documentation — a doctor’s note or replacement flight tickets.
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Where documentation is provided: full refund.
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Where documentation is not provided: no refund.
Guests who are unable or unwilling to complete a tour due to their own decision or unforeseen circumstances such as illness will be treated as a late cancellation and are not automatically entitled to a refund, in full or in part. Subject to availability we may offer a reschedule, but this is entirely at the discretion of Aurora Experts and decided case by case.
Price and payment
Prices online may change without notice. The applicable price for a tour booked through our website is the one displayed at checkout when you enter your name and contact details.
All tours and activities must be paid in full before boarding to guarantee your seat. Payment is not accepted on board. If your booking requires further payment, it will be processed by our Customer Support team by card, over the phone or at our office. Should payment be outstanding, we reserve the right to cancel your booking.
Your card information and personal contact details are confidential and will not be shared with any third party without your consent.
Travel insurance
As with all international travel, we strongly recommend purchasing travel insurance before you travel — preferably a policy covering your costs should you need to cancel at short notice. It is your responsibility to arrange comprehensive travel insurance covering all eventualities, including force majeure, flight cancellations and other disruptions.
Disclaimer and on-tour conditions
All tours and activities are undertaken at the responsibility of the participant. Aurora Experts does not accept responsibility for accidents caused by a customer’s own actions, nor for incidents occurring away from our vehicle. It is the customer’s responsibility to follow safety instructions from the guide at all times and at every location we visit.
Participants are responsible for their own health during the tour. Aurora Experts does not accept responsibility for incidents relating to chronic conditions, allergies or pre-existing medical issues. If you have a condition that may be affected by cold, darkness or standing outdoors for extended periods, please contact us before booking.
Boarding. To protect the safety and comfort of everyone on board, the guide may refuse boarding to anyone showing clear signs of intoxication or serious illness. No refund is given in these cases.
Seating. The guide may assign or reassign seats during the tour — for example to distribute weight appropriately in the vehicle, or to keep families with young children seated together.
Reduced mobility. Our tours involve short walks from the vehicle to viewpoints, often over uneven and unlit ground in winter conditions. Passengers with reduced mobility must travel with a companion able to assist them throughout the evening, and we strongly recommend contacting us in advance to discuss what the tour involves and whether it is suitable.
Storage space in our vehicles is limited. Wheelchair and mobility scooter users must contact us before booking to confirm the dimensions of the equipment, so we can tell you honestly whether we are able to carry it.
Aurora Experts accepts no liability for accidents or incidents arising from a passenger’s reduced mobility.
Reviews and feedback
Aurora Experts welcomes all feedback in order to improve our services. We would be grateful if you would share your experience with us.