BOOKING TERMS & CONDITIONS AS OF 15 APRIL 2016
VisitKarelia Sales Ltd (hereinafter “the letting agent”) applies the following terms and conditions for ordering, booking and cancelling holiday cottage services. These terms and conditions become binding for both parties once the client has made an order and the letting agent has sent an invoice to the client. Invoices shall be sent by e-mail if the client has supplied an e-mail address when making the booking. The person making the booking must be fully authorised to do so.
Holiday cottage prices are listed together with the presentation of each individual cottage. Prices include VAT. The letting agent has the right to correct any mistakes in the price information before sending the invoice to the client. Incorrect price information is not binding for the letting agent even if the client pays for the booking by credit card when making the booking if the price is so clearly incorrect that the client should have recognised this. Prices do not include linen, cleaning or any invoicing surcharge, unless otherwise stipulated.
Once the agreement has been made, the letting agent is entitled to raise and obligated to lower the agreed price if there are changes in the taxation and other government charges affecting the price of the holiday cottage service. In this case, the change in the price shall be equal to the change in the tax / government charges.
2) Payment terms and payment for cottage bookings
Booking and paying on the visitkarelia.fi website
When making a booking on the visitkarelia.fi website, the following payment terms apply. If the booking is made at least 9 weeks or more prior to the beginning of the rental period, the client shall pay at least a deposit upon booking. The amount of the deposit is 20% of the total rent. The final invoice shall be sent to the client by e-mail the following weekday after the booking is made. The final invoice must be paid by the due date and not later than 6 weeks prior to the beginning of the rental period. For bookings for the period 27 December – 11 January, the final invoice must be paid at least 60 days prior to the beginning of the rental period. The client can also pay for the booking in total at once, in which case the confirmation, contact information for the owner/caretaker and driving instructions for picking up the keys or getting to the holiday cottage shall be sent to the client by e-mail immediately. When paying by credit card, a 2% payment fee shall be added to the payment.
A delivery fee of €20 shall be charged in addition to the rent. If the payment is made in two instalments, the delivery fee shall be paid together with the deposit.
When making a booking online, the client shall pay the invoice either using an online banking service or by credit card. Clearing and financial services for payments via online banks are provided by Paytrail Oyj in co-operation with Finnish banks and credit institutions.
Booking and paying through VisitKarelia Sales Ltd
When making a booking through VisitKarelia Sales Ltd, the following payment terms apply. If the booking is made at least 9 weeks or more prior to the beginning of the rental period, the client shall be sent an invoice for the deposit, the final invoice, a description of the cottage and an order confirmation by e-mail or post. The amount of the deposit is 20% of the total rent and it is payable within 14 days of making the booking. In addition, a delivery fee of €20 shall be charged together with the deposit. The final invoice must be paid by the due date and not later than 6 weeks prior to the beginning of the rental period. For bookings for the period 27 December – 11 January, the final invoice must be paid at least 60 days prior to the beginning of the rental period. If the booking is made less than 9 weeks prior to the beginning of the rental period, the total rent must be paid immediately. If the client would like to pay by credit card, he/she should contact VisitKarelia Sales Ltd (firstname.lastname@example.org) for instructions. When paying by credit card, a 2% payment fee shall be added to the sum of the invoice.
Invoicing claims must be made within seven (7) days of the invoice date.
3) Cancelling or changing a booking
Cancellations of bookings must always be made in writing to VisitKarelia Sales Ltd. Failure to pay the invoice does not constitute a cancellation. Cancellations can be made by letter (Teollisuuskatu 15, FI-80100 JOENSUU) or e-mail (email@example.com). If the cancellation is made by standard letter, the client is responsible for ensuring that the letter reaches its destination. The cancellation becomes effective once information of the cancellation reaches VisitKarelia Sales Ltd. Standard letters are considered to have reached Karelia Expert on the seventh day after the date on the postmark.
If the client makes a cancellation at least 28 days prior to the beginning of the rental period (but at least 60 days for bookings for the period 27 December – 11 January), any rent that has already been paid shall be refunded minus the amount of the deposit and delivery fee. If the cancellation is made less than 28 days prior to the beginning of the rental period (less than 60 days for bookings for the period 27 December – 11 January), the total amount of the rent shall be withheld.
If the booking is cancelled due to serious illness, accident or death occurring to the client or to a family member living within the same household as the client, the client is entitled to a refund of the rent that has already been paid minus the deposit (or amount of the deposit) and delivery fee. The letting agent must be informed about the incident without delay, and a doctor’s certificate or other reliable account must be supplied. If the cancellation is made less than 48 hours before the beginning of the rental period, the rent shall not be refunded. The client is responsible for any bank charges payable with the refund. If the rental period has begun before the incident described above, the rent shall not be refunded. Also, if the rental period has begun before the notification of the incident is received, the rent shall not be refunded.
Should the client wish to exchange the letting agent’s holiday cottage for another or change the rental period, additional services or number of guests, the letting agent is entitled to charge a fee of €25 to cover the changes. Changes must be made at least six (6) weeks prior to the beginning of the rental period. Changes made after this shall be considered a cancellation of the previous booking and a new booking, unless otherwise agreed in writing by both parties.
4) Letting agent’s right to cancel a booking
The letting agent is entitled to cancel a booking if the client neglects to pay. Bookings can also be cancelled due to neglected payment without separate notification being made to the client. The letting agent is also entitled to cancel a booking if the client does not comply with the terms and conditions of this agreement, or if the client causes a disturbance at the holiday cottage. If the cancellation is due to the fault of the client, payments shall not be refunded.
If the cancellation is due to force majeure, the letting agent is obligated to refund all payments. The letting agent is not obligated to compensate for any other damages or resulting costs arising from the cancellation of the booking. In case of force majeure the letting agent is also entitled to provide the client with a different holiday cottage than the one that was originally booked. If the price of the alternative holiday cottage is higher than that of the holiday cottage that was originally booked, no additional cost shall be charged to the client. If the price of the alternative holiday cottage is lower than that of the holiday cottage that was originally booked, the client has the right to receive compensation from the letting agent for the difference in prices.
5) Arrival and handover of keys
Together with the invoice, the client shall be sent the name and address of the owner or caretaker of the holiday cottage, information on where the keys can be collected, and driving instructions to the holiday cottage or for picking up the keys. The keys to the cottage are handed over to the client as specified in the driving instructions. The letting agent / owner/caretaker is entitled to charge a security deposit to cover the fulfilment of the client’s obligations and potential damages. The security deposit shall be specified in the information about the holiday cottage or together with the invoice. Details about refunding the security deposit shall be confirmed together with the booking. Compensation for damages and cleaning costs may be withheld from the security deposit.
The client must inform the owner or caretaker of the holiday cottage well in advance about his/her intended arrival time if so requested in the driving instructions. The client is responsible for looking after the keys to the holiday cottage for the duration of the rental period. If the client loses a key, the actual costs of purchasing a new key or changing the lock shall be charged to the client. The letting agent is not responsible for the handover of keys if the client fails to arrive during the notified period or fails to notify about his/her intended arrival time at all if requested to do so in the driving instructions.
6) Staying at the holiday cottage
Holiday cottages are available for use by the client from 4pm on the day of arrival to 12noon on the day of departure, unless otherwise agreed. The rent of holiday cottages includes free use of the holiday cottage and its furniture, cooking utensils, crockery and cutlery, and fuel for heating, cooking and lighting. Clients shall provide their own bed linen and towels, unless they are included in the rent as stated in writing. Bed linen can be hired for a charge at most holiday cottages. Hiring bed linen should be agreed in advance. The use of sleeping bags is prohibited. Permission for bringing pets to the holiday cottage must be requested in advance. Smoking is allowed only outside the holiday cottage. The use of equipment that is rented separately, such as hot tubs, on the property without the owner’s consent is prohibited.
The client is responsible for cleaning the holiday cottage during and at the end of the rental period. Final cleaning services can also be booked in advance. Some holiday cottages charge a final cleaning fee. If the holiday cottage has not been cleaned at the end of the rental period, or if it has been done insufficiently or if smoking has occurred inside the holiday cottage, the owner/caretaker or letting agent is entitled to charge the cleaning costs to the client. Final cleaning services that are booked in advance do not include washing the dishes, taking out the garbage, cleaning the grill, or cleaning up animal waste or hairs from the inside of the holiday cottage and on the premises. The client must remove all empty bottles and cans and return any furniture that has been moved to its original position.
The letting agent is not responsible for any items belonging to the client that are stored or left behind in the holiday cottage.
7) Compensation for damages
The client is liable to compensate the owner directly and in full for any damage caused intentionally or unintentionally to the holiday cottage or its furnishings. The owner/caretaker or VisitKarelia Sales Ltd must be notified immediately about any damage. Should the actions of the client cause damage to the letting agent, the client is liable to pay compensation for the damage in full to the letting agent.
8) Number of persons
The number of persons using the holiday cottage must not exceed the number specified in the information provided about the holiday cottage. The owner is entitled to charge extra for persons exceeding the number of beds, even if extra beds cannot be provided. Possible overnight guests must be agreed separately in advance. Use of a tent or a caravan without permission is prohibited.
Any complaints concerning the holiday cottage must be made without delay to the owner or caretaker of the holiday cottage. After the end of the rental period, the client may not present claims about shortcomings in the holiday cottage if he/she has not informed the owner or caretaker about them during the rental period. If the shortcomings notified by the client are not rectified, the client must contact the letting agent within 72 hours, after which any possible claim for compensation can be made, unless the matter has been rectified meanwhile. The claim for compensation must be made in writing, and the letting agent must receive it within 30 days of the end of the rental period. If the client claims compensation from the letting agent, the grounds for compensation must be notified to the letting agent during the rental period, and the letting agent must be given the opportunity to rectify the matter. Should the client and the letting agent fail to reach an agreement about the matter, the client may forward the matter to the Consumer Disputes Board (www.kuluttajariita.fi). Before this, however, the client should contact the Consumer Advisory Board (www.kuluttajaneuvonta.fi); according to law, the Consumer Disputes Board may reject a claim if the consumer has not contacted the Consumer Advisory Board.
The letting agent is not liable to compensate the client for inconveniences or costs caused by natural conditions, insects, voles, unexpected changes in the weather, construction work in neighbouring properties, changes made by the owner, problems caused by third parties (e.g. disruptions to the water or electricity supply, or TV or internet networks), or any other reasons not dependent on the letting agent.
Travel and traveller insurance is recommended to cover against any possible emergencies or unforeseen events.
11) Applicable law and jurisdiction
The parties to this agreement shall seek to resolve amicably any disputes arising from this agreement or its application. Should the parties fail to reach a satisfactory settlement, the matter shall be resolved in the North Karelia District Court. This agreement is governed by Finnish law.