Terms and conditions
General terms and conditions of package tours and special terms of Elämys Group
Elämys Group (Milargo Ltd Oy) has a valid guarantee with the Finnish Competition and Consumer Authority, which is the authority charged with supervising the activities of tour operators (www.kkv.fi) The registration number of package tour transportation: 3949/00/MJ Mv.
General terms and conditions of package tours
The general terms and conditions of package tours negotiated by The Association of Finnish Travel Agents (SMAL / AFTA) and the consumer ombudsman can be read at the website of KKV (FCCA).
European Health Insurance Card, EHIC
We recommend our customers order a European Health Insurance Card free of charge from Kela’s online service or offices. The card allows you to get medical treatment necessary for medical reasons in EU and EEA countries or in Switzerland. Information about the safety and other similar information of destinations is available from the Ministry of Foreign Affairs and the The National Institute for Health and Welfare; for example from their websites www.formin.fi and www.thl.fi.
Application of special terms and conditions
We apply the following special terms in addition to the general terms and conditions of package tours because of the regulations concerning the mode of transport of the travel products of Elämys Group, the terms of booking and sales of scheduled flights, as well as the accommodation terms arising from the special nature of the trip.
We recommend the taking of travel insurance as soon as a trip is booked in case of cancellation costs and possible illness. The traveler is responsible for his or her insurance and its coverage. In order to receive cancellation coverage, the insurance must be paid no later than 3 days before the start of the trip. We recommend you check the reimbursement terms of valid insurance from your insurance company. Upon request, you must present a certificate of valid insurance to the tour leader or guide. The tour operator may, if necessary, refuse to allow a traveler without travel insurance to participate in the trip and the operator is not obligated in these cases to reimburse any expenses or damages incurred to the customer.
The traveler is responsible for having the necessary travel documents (passport, visa, USA electronic travel authorization application ESTA) and they must verify the accuracy of the names on them and the names given for reservations and that they match each other. Also check the departure times of transport. We are not responsible for damages if the trip is prevented or delayed due to incomplete or incorrect travel documents (such as damaged passport) or a refusal or lack of a visa.
Important considerations when traveling to the USA or Canada
ESTA refers to an electronic travel authorization system (Electronic System for Travel Authorization). ESTA is an internet search system developed by the US government; its purpose is to preliminarily screen passengers before they are granted permission to arrive in the USA. As a result of stricter safety regulations that entered into force on 12 January 2008, visitors traveling under the Visa Waiver program must apply for travel authorization before traveling to the USA. Additionally every traveler must have a machine-readable passport in order to be granted permission to enter the USA.
Travelers must make an ESTA approval through the Internet at least 72 hours before their trip. An ESTA authorization is in force for two years or less, if one’s passport expires before that, or the information of a passport changes. If a traveler does not have ESTA authorization, he or she may be denied boarding onto a plane.
Note! Travelers who have traveled to Iraq, Iran or Sudan after 1 March 2011 need a visa. For these travelers an ESTA travel authorization is not enough.
Canadian immigration authorities have a legal right to obtain certain passenger data from bookings of flights passing into, from and through Canada. Starting on 15 March 2016, certain international passengers are required to have a new entry visa Electronic Travel Authorization (eTA). The eTa visa is required for citizens of visa-free countries who do not have a permanent visa or residence permit in Canada (eTA visa is not required for citizens of the USA). An eTA visa is applied for online and its price is 7 Canadian dollars (about 5 euros). The visa must be applied for no later than 72 hours before departure.
Obligations and responsibilities of the customer
The customer must comply with instructions and regulations given by the tour leader, operator or representative of the operator related to carrying out the trip, and rules and regulations of the means of transport.
The customer shall not disturb other travelers with his or her behavior or cause inconvenience or danger to him or herself or to others with his or her behavior. If a customer materially fails to fulfill his or her obligations, his or her departure on the trip may be denied or he or she may be removed from the trip. In this case the customer is not entitled to a refund and he or she is responsible for all expenses incurred from his or her trip home.
The customer is liable for damages that he or she causes through his or her deliberate, careless or negligent conduct to him or herself, operators or third parties, by, among other things, failing to comply with the above regulations.
The customer shall provide tour operators with contact information by which he or she can be reached before and during the trip.
Changes to service and trips
Elämys Group may, if necessary, make relatively minor changes to travel arrangements which are not mistakes, and which do not justify cancellation of the trip or reimbursement for the trip. The following are not mistakes: changes to the flight schedule that are under 16 hours, or change of accommodation to one of equal level if the location and other services do not change significantly.
If the tour operator cannot, for reasons outside of his or her control, follow the agreed travel plan, the operator has the right to change itineraries and other elements of the trip, such as schedules, places to stay the night and means of transport, or make other changes to the travel program that do not essentially change the nature of the trip. For example, prevailing weather conditions may affect the travel program. Changes must be communicated to the customer without delay. In spite of the aforementioned changes, the customer is obligated to pay for the price of the trip and other agreed fees.
For name changes and partial cancellations of services we charge a service fee and actual costs incurred by the arrangement. We charge office expenses of 50 €/person for cancellations and changes that are in accordance with general terms and conditions of package tours.
Prices of travel packages include flights with chartered or scheduled aircraft, accommodation for one week (unless specified otherwise) and possible meals, as well as airport transport by charter bus or local ride to/from the airport or other transportation arranged by Elämys Group. Some destinations include guide services by Elämys Group.
Travel bookings are binding after the customer has paid the prepayment, which is at least 170 euros/person for trips to Europe and 350 euros for trips going outside of Europe. The customer simultaneously accepts the valid terms and conditions of package tours and the travel terms of Elämys Group, and any changes to information on sales materials which have been communicated in connection with booking. The booking fee must be paid by the due date, which is usually 4 days from the date of booking.
On certain trips (such as sporting and heli skiing tours), the booking fee is higher because travel expenses that are immediately incurred are higher than the basic booking fee (170€/350€). Also, flight and hotel fees (usually for separately customized trips) which shall be paid by Elämys Group, are paid in connection with the booking fee. These fees are part of the booking fee.
Final payment shall be made by the due date specified on the invoice, which is usually about 40 days before the start of the trip for European travel packages and about 70 days for trips going outside of Europe. The due date for the final invoice is determined according to the booking terms of the provider of accommodation and/or the airline. The same applies to separately ordered individual or group trips.
We observe the booking/cancellation/change terms of the accommodation and service providers and/or airline. If Elämys Group has to pay a fee to the service provider for them, either in part or in full, for example during the booking phase, there will be a charge for them in connection with the customer’s prepayment invoice. We cannot confirm services that are beyond the contract quota before prepayment has been paid, for instance to a hotel.
If payments are made late, we cannot guarantee that the related service is still available. Elämys Group has the right to charge the customer for any costs of re-booking. The charge for a payment reminder is 10 euros. The operator has the right terminate an agreement if the traveler does not pay the price by the agreed payment date. Failure to pay does not release the customer from obligations related to the trip, such as prepayments made by the travel agency.
The tour operator has the right to change prices (for example fuel surcharge on a flight) and/or when currency rates change. In the event of currency changes, the price of the final payment is adjusted in accordance with the terms and conditions of package tours in connection with final payment. The impact of a weakened euro rate shall be charged to the customer if the effect is over ten euros/person.
Cancellation of a trip
A traveler must immediately notify Elämys Group of a cancellation of a trip, and a reliable account of the reason for the cancellation shall be given if necessary, such as a doctor’s certificate describing the reason which inhibits travel. Due to the special nature of the trips, Elämys Group has the right to charge the customer for actual costs incurred from cancellation by the customer. If the number of travelers in a room or suite changes, Elämys Group has the right to charge for any additional expenses incurred as a result of the change by dividing them among the travelers. If a change in accommodation type is not possible, Elämys Group has the right to charge the person who cancelled the reservation for the actual costs incurred from it.
In the event of a possible cancellation, we charge for actual costs incurred to the tour operator at the moment in question (including compensation for labor incurred by the cancellation). If a cancellation in accordance with general terms and conditions of package tours happens more than 40 days before the start of the trip (or 70 days before trips going outside of Europe), the entire price of the trip is refunded, except for the amount of prepayment/advance payment. If the trip is cancelled after this, we refund the tour price minus the booking fee and incurred costs (such as accommodation, flights and office work). If a trip is cancelled 0-2 weeks before the start of the trip, no refund is paid.
Additional services subject to a fee and payment of refunds
It is possible to purchase additional services in connection with a trip, such as reservation of day hikes or rental of snow safety equipment. There is no right to a refund for services which are not used. We do not guarantee that additional services can be provided in all conditions and destinations. If a customer cannot receive the additional services for which he has paid, we refund the additional fee entirely. Elämys Group has the right to provide better arrangements, such as accommodation, than required by the booking. Elämys Group does not have the obligation to provide the same additional services to everyone.
Child rates and discounts
The cost for children under age 20 on trips outside of Europe is 80 €/trip. The child rate for children under 2 does not include their own seat or meal on flights. Depending on the destination, it may be possible to borrow or rent a high chair, cot, or similar accessories. Depending on flights and accommodation, children aged 2-15 are entitled to child discounts. Details about child discounts are given on the pricing pages of destinations and trips. Additional information about child discounts is available from the office. If a person under the age of 18 travels without a guardian, we need the signed consent of the guardian.
Unless otherwise stated, checkout time for a room/apartment is by 10:00 am on the day of departure. Apartments are furnished for temporary living. In connection with check-in there may be a charge for a refundable deposit for the apartment payable by international credit card (unless agreed otherwise at the place). You must clean the apartment during the stay and on the day of departure unless cleaning is included in the price of the trip, or cleaning has been reserved on site for an additional fee. The customer is obligated to pay for any and all damage he or she causes in a room or apartment, directly to the accommodation provider, while still at the place. If this is not done, Elämys Group has the right to charge the customer for all expenses incurred by the damage in full, as well as additionally a 75 euro office expense for each passenger that causes damage.
Complaints and feedback about a trip must be made immediately after the reason for it has occurred to the guides at the destination or directly to the hotel, transportation company, restaurant etc. when taking an independent trip. Claims for damages must always be in writing, no later than 14 days after the trip has ended.
Tour operator’s right of cancellation
The operator has the right to cancel a trip if
- a) not enough participates have registered for the trip. The operator has the right to decide what the minimum number of people needed for each trip is. The cancellation must be communicated to the customer as soon as possible, with consideration to the length and nature of the trip.
- b) the operator’s ability to carry out the trip in the agreed manner have become substantially more difficult after the agreement was made due to acts of war, natural disaster, strike or similar situation that have occurred at the destination, if it is not possible to carry out the trip for any other unexpected reason without endangering the customer’s life or health. Another basis for cancelling a trip is substantially changed conditions at the destination. A cancellation must be communicated to the customer as soon as possible.
The tour operator is not responsible for prevailing snow or weather conditions at the destination. Elämys Group is not responsible for changes over which the tour operator has no control and for any typing or clerical errors on the website.