Cancellation Policy for Hosts

Aurora & Locals
Operated by Premier Tours ehf.

Effective Date: August 16, 2026
Last Updated: August 16, 2026

Our Philosophy

Your time matters. Your preparation matters. Your livelihood matters.

At Aurora & Locals, we built our cancellation policy to protect you — the local hosts who block calendars, prepare equipment, turn away other guests, and invest real effort before a traveller even arrives.

But we also know that sometimes, cancellation is unavoidable. Weather turns. Emergencies happen. The north is unpredictable.

This policy outlines when you can cancel, how to do it, what happens when a guest cancels on you, and how your earnings are protected.

1. When Guests Cancel on You

You shouldn't lose income because someone changed their mind at the last minute. Here's how we protect your earnings when a guest cancels:

1.1. Standard Guest Cancellation (Your Earnings)

1.2. What This Means

• If a guest cancels more than 30 days out, you lose nothing because you have plenty of time to rebook the slot

• If a guest cancels last-minute, you still get paid in full — because you already prepared, blocked your time, and potentially turned away other guests

• No-shows are treated as completed bookings. You showed up. You get paid. Period.

1.3. Flexible Cancellation Hosts

If you've opted into the "Flexible Cancellation" programme (24-hour free cancellation for guests):

Why offer flexible cancellation?

• Your listing gets a "Flexible Cancellation" badge — proven to increase bookings by up to 30%

• Higher visibility in search results

• Attracts premium travellers who value flexibility

• You can opt in or out at any time

2. When You Need to Cancel

We understand. Sometimes you have no choice.

2.1. Acceptable Cancellation Reasons

The following are recognised as valid reasons to cancel without penalty:

• Weather & safety — Storms, high winds, icy roads, reduced visibility, unsafe conditions

• Volcanic or seismic activity — Eruptions, ash fall, lava flow, government evacuation orders

• Medical emergency — Sudden illness or injury (yours or immediate family)

• Vehicle or equipment failure — Critical breakdown that prevents safe delivery

• Government restrictions — Road closures, travel bans, emergency declarations

• Force majeure — Any extraordinary event beyond your reasonable control

• Minimum group size not met — Only if clearly stated in your listing

2.2. How to Cancel

1. Log into your Aurora & Locals Host Dashboard

2. Go to Upcoming Bookings

3. Select the booking and click "Cancel Booking"

4. Select a reason from the dropdown

5. Add a brief explanation (visible to the guest)

6. Submit

Or: Contact Host Support immediately at [hosts@auroraandlocals.is]

2.3. What Happens When You Cancel

• The guest is notified immediately

• They are offered a full refund or a free rebooking to another date with you

• If you can offer an alternative date, we'll present it to the guest first — this often saves the booking

2.4. Time Limit

You must cancel as soon as you know you cannot deliver the experience. Ideally:

• Weather cancellations: At least 4 hours before the experience start time

• Other reasons: As soon as reasonably possible

• Absolute minimum: 2 hours before start time (except genuine emergencies)

3. Cancellation Consequences

We don't penalise hosts for things beyond their control. But we do hold hosts accountable for reliability.

3.1. No-Penalty Cancellations

3.2. Penalised Cancellations

3.3. Escalation Path

We always communicate with you before taking action. No surprises.

4. Host No-Shows

A no-show is the most serious cancellation type. If a guest arrives and you are not there — without any prior notice or communication:

• Immediate listing suspension pending investigation

• Guest receives a full refund (deducted from your future earnings or held balance)

• Guest may receive compensation credit (up to 20% of booking value) funded from your account

• Your account enters a mandatory review before reactivation

We understand that emergencies can be sudden. If something happens en route — call us immediately. A late arrival with communication is very different from a no-show without contact.

5. Guest No-Shows

If a guest doesn't turn up and hasn't cancelled:

• You receive 100% of your Host Earnings. Full stop.

• You are not required to wait longer than 15 minutes past the scheduled start time

• Log the no-show in your Host Dashboard for our records

• The guest forfeits their booking with no refund

Your time was blocked. You were ready. You get paid.

6. Partial Cancellations (Group Reductions)

If a guest reduces their group size:

This protects you when guests drop numbers last-minute after you've already prepared for the full group.

7. Multi-Day Experience Cancellations

7.1. Guest Cancels Before Start

7.2. Guest Leaves Early (Mid-Experience)

If a guest departs partway through a multi-day experience:

• You receive 100% of your full Host Earnings for the entire booking

• You are not required to provide partial refunds

• The guest accepted the full itinerary at time of booking

7.3. You Cancel Mid-Experience

If you must cancel remaining days of a multi-day experience (e.g., weather deteriorates, safety concern):

• Guest receives a pro-rata refund for undelivered days

• No penalty to you if the reason is weather/safety

• You retain earnings for days already delivered

8. Weather Cancellation Guidelines

Iceland's weather is your reality. We've built clear guidelines so you never feel pressured to operate in unsafe conditions.

8.1. You Decide

You are the expert. You make the safety call.

Aurora & Locals will never pressure you to operate in conditions you consider unsafe. Your judgement is final.

8.2. Our Weather Verification System

For weather-related cancellations, our system cross-references:

• Icelandic Met Office (Veðurstofa) warnings

• Road condition reports (Vegagerðin)

• Wind speed and visibility data

• Your submitted cancellation reason

If conditions support your decision, the cancellation is automatically flagged as no-penalty. No paperwork needed.

8.3. Aurora No-Show (Lights Not Visible)

Important distinction:

• If the experience goes ahead but aurora is not visible → Not a cancellation. You delivered the experience. You get paid in full.

• If you cancel the experience entirely because conditions make it pointless (e.g., 100% cloud cover with zero break forecast) → Valid weather cancellation. No penalty. Guest gets full refund or rebooking.

The decision is yours. We trust our hosts.

9. Protecting Your Earnings

9.1. Payment on Cancellation

9.2. Dispute Protection

If a guest disputes a charge or requests a refund after the experience:

• Aurora & Locals will contact you for your account before making any decision

• You will have 48 hours to respond with your side

• We will never issue a refund from your earnings without notifying you first

• Photographic evidence, GPS data, or communication logs can support your case

9.3. Chargeback Protection

If a guest initiates a bank chargeback:

• Aurora & Locals handles the dispute process on your behalf

• We provide booking evidence, confirmation records, and delivery proof

• Your earnings are held (not deducted) until the dispute is resolved

• If we win the dispute, your earnings are released in full

10. Seasonal Considerations

10.1. Peak Season (September – March)

During aurora season, cancellation impacts are higher. We apply:

• Stricter monitoring of host cancellation patterns

• Higher priority on rebooking guests with alternative hosts

• Bonus visibility rewards for hosts with 0% cancellation rate during peak

10.2. Off-Season (April – August)

During non-aurora months:

• More flexibility on cancellation patterns

• Reduced monitoring thresholds

• Focus on midnight sun and adventure experiences

11. Communication Expectations

When cancelling, clear communication makes everything smoother — for you, for the guest, and for the platform.

What We Expect From You

• Notify immediately — As soon as you know you can't deliver

• Be honest — Give a genuine reason (guests understand weather and safety)

• Offer alternatives — A different date, time, or experience goes a long way

• Be kind — The guest travelled a long way for this. Acknowledge that.

What You Can Expect From Us

• No judgement — Weather and safety cancellations are never questioned

• Fast communication — We notify the guest immediately so you don't have to manage disappointment alone

• Support — If a guest is upset, our team handles it. You focus on your next experience.

12. Cancellation Appeals

If you believe a penalty was applied unfairly:

1. Email [hosts@auroraandlocals.is] with your booking reference and explanation

2. We will review within 5 business days

3. You may provide supporting evidence (photos, weather data, medical docs)

4. Our decision will be communicated in writing

5. If your appeal is successful, the penalty is removed and your record is corrected

We're always fair. We're always listening.

13. Summary — Your Quick Reference

14. Contact Host Support

For cancellations, questions, or urgent situations:

Aurora & Locals — Host Support

• Email: [hosts@auroraandlocals.is]

• Emergency line: [Available 24/7 during peak season]

• Website: [www.auroraandlocals.is/hosts]

This Host Cancellation Policy forms part of the Aurora & Locals Host Terms & Conditions and is governed by Icelandic law.