Cancellation and refund policy

Cancellation and refund policy

Arctic Fox Tours AS offers flexible options for guests who need to cancel or change their bookings with us. 

All requests for cancellations and changes must be sent by email to arcticfoxtours@gmail.com.

Bookings for individual guests or groups up to 5 person:

• Customers who cancel or change their booking up to 48 hours before the activity will have the option to either receive a full refund or a voucher to rebook their activity (up to two times). 

• Cancellations or changes made 47-24 hours before the activity will have the option to either receive a 50% refund or a one time voucher to move the selected activity to another date.

• Customers who cancel or change their booking in less than 24 hours before the activity will not be refunded or rebooked.

Bookings for groups of 5 or more guests:

• Groups can cancel or change their bookings at least 5 days before the activity for a full refund or to be able to rebook their activity to another date (up to two times).

• In case of cancellation or changes to a group booking over 3 days before the activity the customer will be offered a 50% refund or a one time voucher to rebook their activity at another time. 

• Group bookings cancelled or changed in less than 3 days before the activity will not be refunded or rebooked.

Cancellation of booked Packages:

• Activities booked in package offers are sold as single activities and will follow the same cancellation policies as other booked activities. 

• Since these activities are sold as single activities, it is not possible to cancel or change parts of the activities separately. 

Time of refund:

• Arctic Fox Tours is responsible for completing refunds within 30 days after the refund request was approved. 

Missed departure:

• It is the responsibility of the guests to arrive at the point of departure at least 10 minutes before the start of the activity and register themselves with the guide. For missed departure Arctic Fox Tours AS cannot take responsibility for the customers.

Activities cancelled by Arctic Fox Tours:

• Arctic Fox Tours AS reserves the right to cancel activities due to weather conditions or other safety factors. Activities that are cancelled by Arctic Fox Tours AS will be compensated with either a full refund or a voucher to rebook the activity with us another time. 

Refunds in currencies other than NOK:

• All prices are calculated and charged in Norwegian Kroner. Therefore all refunds will also be completed in Norwegian Kroner and Arctic Fox Tours AS is not responsible for charges and fees of currency exchange or changes of exchange rates between the time of booking and the time of the refund that may affect the customers.

Vouchers offered by Arctic Fox Tours:

• Customers who change their bookings according to the cancellation policies or are offered a voucher by Arctic Fox Tours as a compensation for cancelled activities must use their voucher as agreed when the voucher is accepted by the customer. Once the customer accepts a voucher, no refund can be claimed. 

• It is the customer's responsibility to accept a voucher or choose a refund instead, and the customer must decide within  48 hours after the offer was made. In case the customer does not accept either of the options of the voucher or refund, the offer is considered as declined and Arctic Fox Tours is no longer responsible for the compensation.

• Vouchers offered by Arctic Fox Tours can be used for the same activity only, unless stated otherwise.

• Vouchers offered by Arctic Fox Tours are valid for up to 365 days unless agreed otherwise. Arctic Fox Tours is not responsible for unused vouchers and cannot guarantee availability at desired time. 

• Customers who wish to use their vouchers must book their activity via email on arcticfoxtours@gmail.com unless agreed otherwise.

Changes made by Arctic Fox Tours:

• Arctic Fox Tours AS reserves the right to change the location of activities due to weather conditions and other factors. In this case updates will be sent to the guests to their contact email address provided when the booking was made.

• It is the responsibility of the guests to follow updates sent by Arctic Fox Tours AS.

Safety and damages:

• Arctic Fox Tours AS is not liable for injuries, damages or losses. 

Right to complaint:

• Arctic Fox Tours AS is only responsible for the quality of service and the quality of equipment provided by us.

• Activities that involve or are organized around natural phenomena, such as the Northern Lights cannot be of guaranteed success. Therefore in case of not experiencing the desired phenomena Arctic Fox Tour AS cannot be held accountable. 

• Guests have the right to send a complaint to arcticfoxtours@gmail.com about the service provided within 30 days after the activity.