TRENDING ASKED QUESTIONS

Where can you pick me up for small group tours?

While we aim to pick up from as many locations as possible, Reykjavik City Centre has traffic restrictions that limit where buses can stop. All tour companies must use designated bus stops within the Centre for guest pickups. If your accommodation is in a restricted area, we’ll need you to meet us at one of these designated stops.

You can find a map of all our pickup locations here:

Private tours offer much more flexibility! We use smaller vehicles, so we can pick you up anywhere in Reykjavik. If you’re staying outside Reykjavik, contact us to see if we can arrange pickup at your location.

All of our tours are conducted in English.

If you need to make changes outside of our 24-hour cancellation policy, just send us an email at hello@ultimateiceland.is and we’ll be happy to help you reschedule.

Technology can be finicky! Give it a few minutes and try again. If you’re still having trouble, please reach out to us — we’re here to make sure your booking experience goes smoothly.

If the issue occurred during payment, your bank may show a pending charge. These typically clear automatically within a few days. We also suggest checking with your bank about any pending payment requests and asking about 3DS (3D Secure) verification, as this is often where payment issues arise.

Absolutely! We provide snacks and pastries during our northern lights tour, so knowing your dietary preferences helps us prepare accordingly. The same goes for any food allergies or intolerances — giving us a heads-up ensures we can accommodate you properly.

It depends on when your ship arrives. Our regular day tours start at 8:00 and 8:30, so we need all guests ready at that time for smooth pickups.

If your ship docks after 6:30, we recommend our Golden Circle Cruise Ship Tour, which is designed specifically around cruise schedules.

For private tours, we can tailor the timing to match your arrival perfectly.

If you contact us outside the 24-hour cancellation window and you booked directly with us, we can provide a full refund.

If you notify us within 24 hours of the tour, we’re unable to offer a refund or free rescheduling. In these situations, we recommend reaching out to your travel insurance provider, as they often cover illness-related cancellations. We strongly encourage getting travel insurance before your Iceland trip.

Please note: Our 24-hour cancellation policy applies only to direct bookings. Third-party resellers may have different cancellation terms.

Yes, we love having children join us! Everyone aged 12 and under gets a discounted rate. We provide booster seats — just let us know in advance if you need one. We allow up to 2 children per adult. For safety and comfort reasons, we currently can’t accommodate children under 4 on day tours or under 5 on Northern Lights tours.

Yes! You can share your Iceland adventures in real-time on Instagram (or whichever platform you prefer) with our complimentary WiFi. Just ask your guide if you need help connecting.

Our small group tours have a maximum of 18 people, though groups are often smaller. Our small group Golden Circle tour caps at 14 people.

The Northern Lights are a natural phenomenon, so we can never guarantee sightings. We closely track weather conditions (wind, clouds, solar activity) to make our final tour decisions. Even with optimal forecasts and experienced guides, we can’t promise you’ll see them.

If you join a tour and don’t see the lights, we offer unlimited retries (subject to availability). If you can’t reschedule during your trip, we’ll provide a voucher that’s valid forever. Please note that refunds aren’t possible once you’ve joined the tour.

Unfortunately, no. Only our small group tour includes free rebookings.

We’ll send confirmation or cancellation to the email address you provided when booking, between 1:00 PM and 5:00 PM GMT. This notification is sent only to customers who have already booked.

Our Northern Lights tours depend heavily on weather, and Iceland’s conditions can shift rapidly. We make our final go/no-go decision on the day of the tour to maximize your chances of a great experience.

Important: we don’t stay within Reykjavik city limits. Even if it’s cloudy where you are, we might be heading to a location with clearer skies. Our team constantly monitors conditions and does everything possible to increase your odds of seeing the lights.

The sky’s the limit! We don’t follow a set route. Instead, we use Iceland’s Met Office forecasts, international cloud models, and live satellite imagery to identify areas with the clearest skies and best viewing potential.

Because conditions vary constantly, no two tours are identical. We typically don’t know our exact destination until shortly before departure. Our guides analyze the latest weather and aurora data to select the optimal viewing spot for each night.

Pick up & drop off
High end photography from the tour
Warm winter snowsuits
Outdoor chairs
Snacks, pastries, hot cocoa & tea.
Extra tripods
Free & unlimited re-runs
Free WiFi

We need a few hours to process the photos in Lightroom and upload them to our online gallery. Then we send every tour guest a link where you can download your photos. We keep them online for several weeks, so there’s no rush to download them immediately while you’re still on holiday.

Please allow up to 24 hours for photo delivery.

Simply email us when you’re planning to return and we’ll manually book you in.

Unfortunately, no. As outlined in our terms and conditions, the Northern Lights are a natural phenomenon and can never be guaranteed. For this reason, we don’t provide refunds for unsuccessful tours.
Instead, we offer unlimited re-runs to give you the best chance of seeing the lights. You can try again during your current visit or on a future trip — the offer never expires, so there’s no pressure to use it before a deadline.
By booking, you acknowledge and accept the natural unpredictability of this experience.

Unfortunately, no. Refunds are only available to customers who haven’t yet joined a Northern Lights tour. Once you’ve participated or are within the 24-hour cancellation window, refunds are no longer possible.

Since the Northern Lights are a natural phenomenon with unpredictable weather conditions, we offer unlimited free re-runs that never expire — no need to stress about using it before it runs out. You can try again during your current trip or on any future Iceland visit until you’re successful.