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Home / Travelling / Info / Booking terms and conditions

Booking terms and conditions

 

These following booking terms and conditions applies both, VisitKarelia Sales Ltd and Karelia Expert Tourist Service Ltd.


BOOKING TERMS AND CONDITIONS FOR HOLIDAY COTTAGE SERVICES

1) Prices
2) Payment terms and payment for cottage bookings
    
2.1. Booking and paying on the visitkarelia.fi website
    2.2. Booking and paying via the VisitKarelia Sales / Karelia Expert Service
3) Cancelling or changing a booking
4) Letting agent's right to cancel a booking
5) Arrival and handover of keys
6) Staying at the holiday cottage
7) Compensation for damages
8) Number of persons
9) Complaints
10) Insurance
11) Applicable law and jurisdiction


TERMS & CONDITIONS FOR GROUP BOOKINGS

1) Payment terms
2) Terms for cancelling or changing a booking
3) Cancellations due to force majeure
4) VisitKarelia Sales Ltd's / Karelia Expert Tourist Service Ltd's right to cancel a booking or any part of it due to force
    majeure

5) Service fees and office fees
6) Changes to prices
7) VAT
8) Insurance
9) Other terms

 

TERMS & CONDITIONS FOR ONLINE RESERVATIONS

1) Prices
2) Booking, reservation confirmation and payment
3) Paying on the visitkarelia.fi website
4) Cancelling or changing a booking
5) Letting agent's right to cancel a booking
6) Insurance
7) Applicable law and jurisdiction

 

GENERAL BOOKING TERMS AND CONDITIONS

VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd applies general booking terms and conditions both for individual customers and for group customers, unless otherwise agreed. General terms and conditions are available on the Consumer Agency's website www.kuluttajavirasto.fi.
The general booking terms and conditions apply also to holiday cottage services unless otherwise stated in the booking terms and conditions for holiday cottage services.

          

BOOKING TERMS AND CONDITIONS FOR HOLIDAY COTTAGE SERVICES

VisitKarelia Sales Ltd / Karelia Expert Tourist Service 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.

1) Prices
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

2.1.
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 6 weeks prior to the beginning of the rental period, the client shall pay a deposit upon booking and receive a description of the cottage, an order confirmation and the final invoice by e-mail. The amount of the deposit is 20% of the total rent. In addition, a service fee of €20 shall be charged together with the deposit. The final invoice must be paid by the due date at least 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 6 weeks prior to the beginning of the rental period (less than 60 days for bookings for the period 27 December – 11 January), the total rent must be paid immediately.

Upon booking, the client shall pay the price of the cottage using the preferred payment method. The online store accepts the following payment methods: online payments (Nordea, OP, Danske Bank, Aktia, Nooa, POP, Säästöpankit, Handelsbanken, S-Pankki, Ålandsbanken), credit card payments (Visa, Visa Electron, Master Card), and Jousto invoice and instalment services. Payment transactions are made via the Paytrail Oyj website. NOTE! Additional fee for credit card payments 2 %.

Clearing and financial services for payments via online banks are provided by Paytrail Oyj (2122839-7) in cooperation with Finnish banks and credit institutions. Paytrail Oyj procures the payment transaction and remits it to the seller. For clients, the service operates just like a regular online payment.

When paying by Visa, Visa Electron or MasterCard (please note the additional fee for credit card payments 2 %), VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd acts solely as the marketing agent for the products and services and as the agent for the purchaser. Paytrail Oyj is responsible for all claims related to payment transactions. Paytrail Oyj acts as the product vendor for payments made by Visa, Visa Electron or MasterCard, and the sales transaction is made between the customer and Paytrail Oyj. The vendor is responsible for all trade-related obligations. Paytrail Oyj is also the payee. Contact information: Paytrail Oyj, Business ID 2122839-7, c/o Innova 2, Lutakonaukio 7, FI-40100 JYVÄSKYLÄ, tel. +358 (0)600 41005.

Invoicing claims must be made within seven (7) days of the invoice date.


2.2.
Booking and paying via the VisitKarelia Sales / Karelia Expert Service
When making a booking via the VisitKarelia sales / Karelia Expert service, the following payment terms apply. If the booking is made at least 6 weeks 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. 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 service fee of €20 shall be charged together with the deposit. The final invoice must be paid by the due date at least 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 6 weeks prior to the beginning of the rental period (less than 60 days for bookings for the period 27 December – 11 January), the total rent must be paid immediately.

If the client would like to pay by credit card, he/she should contact the VisitKarelia sales / Karelia Expert service (sales@visitkarelia.fi) for instructions.

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 / Karelia Expert Tourist Service Ltd. Failure to pay the invoice does not constitute a cancellation. Cancellations can be made by letter (Torikatu 21 C, 2nd floor, FI-80100 JOENSUU), e-mail (sales@visitkarelia.fi) or fax (+358 13 123933). 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 / Karelia Expert Tourist Service Ltd. Standard letters are considered to have reached VisitKarelia Sales / 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 (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 service 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 service 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. 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 paid 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 and letting agent 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.

9) Complaints

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.

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.

10) Insurance
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.


TERMS & CONDITIONS FOR GROUP BOOKINGS

The following terms and conditions apply to bookings for groups and meetings made through VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd. These terms and conditions apply to groups of more than 5 persons. These terms and conditions become binding once the client has received written confirmation of the booking. The person making the booking must be fully authorised to do so.

1) Payment terms
Once an order has been received, the client shall be sent written confirmation and an invoice for the deposit (payable 14 days before the visit). The amount of the deposit shall be 50–70% of the final price. If less than 14 days remain before the visit, the deposit must be paid immediately or as agreed separately. The final invoice shall be sent to the client after the visit. Group bookings are payable by a single combined invoice.

Upon receiving confirmation and the invoice for the deposit, check that the details are correct. If anything is unclear, please contact our sales service immediately.

The services booked shall be invoiced according to the number of persons. VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd must be notified about the number of persons no later than 14 days before the start of the event. If the actual number of persons exceeds the notified number of persons, the services booked shall be invoiced according to the actual number of persons. If the date of a group activity changes, an additional fee of €30 euros shall be charged.

VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd is entitled to invoice the client after the visit for any services used that were not included in the original price and that the client has not paid in person when using the services. The prices of the additional services shall be added to the final invoice.


2) Terms for cancelling or changing a booking
Changes and cancellations must be made in writing to our sales service (open weekdays 8am-5pm), sales@visitkarelia.fi. The cancellation fee for group tour packages is €30.

Any changes or cancellations must be made at least 30 days in advance. Non-payment of an invoice does not constitute a cancellation. The fee for changing or cancelling a booking is €30.

If a cancellation is made 29 to 15 days in advance, VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd is entitled to invoice the client 50% of the total value of the booking. Partial cancellations (e.g. a reduction in the number of persons) can be made freely 29 to 7 days in advance, depending on the services.

If a booking is cancelled completely less than 15 days in advance, the total value of the booking shall be charged. The client is not entitled to compensation for unused services unless otherwise agreed in writing. If the client can explain the cancellation on the basis of a doctor’s certificate, police document or insurance statement, only the cancellation fee of €30 shall be charged for the person in question. Clarification of the reason for the cancellation including the above-mentioned documents must be sent without delay to VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd. If the booking period has already begun, the client is not entitled to compensation for the unused portion of the booking.

If the client has already made use of the service/s booked, the client is not entitled to compensation for the unused portion/s.


3) Cancellations due to force majeure
If a booking is cancelled due to an unanticipated serious illness or accident affecting the client or a member of the group, VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd is entitled to charge for reasonable compensation to cover any costs caused by the cancellation, such as the costs of services that have been paid for in advance and for which VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd is not entitled to claim money back. In such cases of force majeure the client must supply VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd with sufficient grounds (e.g. a doctor’s certificate) for cancelling the booking. We recommend that clients take out insurance that covers cancellations. Any cancellations made for the above reasons must be made in writing and without delay to VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd.


4) VisitKarelia Sales Ltd’s / Karelia Expert Tourist Service Ltd's right to cancel a booking or any part of it due to force majeure
In case of force majeure, VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd is entitled to cancel a booking or any part of it. In such cases VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd must notify the client of the cancellation without delay, and the client is entitled to a refund for any deposits that have been paid either in full or for the services affected. The client is not entitled to further compensation for any costs that may be caused due to force majeure.


5) Service fees and office fees
The service fee charged by VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd is €10 (including VAT). For cancellations, the office fee charged by VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd is €30 (including VAT).


6) Changes to prices

VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd is entitled to amend prices due to changes in foreign exchange rates or transportation prices, for example. In addition, VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd 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. In such cases the change in the price shall be equal to the change in the tax / government charges.


7) VAT
All prices include value-added tax (VAT) unless otherwise mentioned. VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd applies the marginal taxation method for sales of travel services in accordance with Article 80 of the Value Added Tax Act.


8) Insurance
VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd recommends taking out insurance to cover against any possible accidents or injuries, as well as theft or injury to personal property. We recommend travel insurance that covers cancellations due to serious illness, accident or death occurring to the client or to a family member or travel companion. Please check the cancellation coverage of your insurance policy with your insurance company.


9) Other terms
The client is not entitled to compensation for any unused service or services that has been booked. VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd is entitled to invoice the client for any additional services used by the client that were not included in the booking.

Changes possible – all rights reserved.

 

TERMS AND CONDITIONS FOR ONLINE RESERVATIONS

VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd (hereinafter "the letting agent") applies the following terms and conditions for online reservations made via visitkarelia.fi websites. These terms and conditions become binding for both parties once the client has made an order, payed through the online reservation system and received a reservation confirmation. It will be sent by an email. The person making the booking must be fully authorised to do so.

1) Prices
Prices are mentioned together with the presentation of each product / service. Prices include VAT. The letting agent has the right to correct any mistakes in the price, 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.

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 goverment charges affecting the price of the product / service. In this case, the change in the price shall be equal to the change in the tax / goverment charges.

2) Booking, reservation confirmation and payment
Products and services will be booked through the online reservation system. Please check carefully the product / service you are about to book. Client will receive a reservation confimation to the email address given immediately after the payment has been made successfully. Payments are made through the reservation system in a confirmed and a secure environment.

3) Paying on the visitkarelia.fi website
Upon booking, the client shall pay the price of the product / service using the preferred payment method.

Products and their postage are paid in conjunction with the order. The online store accepts the following payment methods: online payments (Nordea, Osuuspankki, Danske Bank, Aktia, Nooa, POP, Säästöpankit, Handelsbanken, S-Pankki, Ålandsbanken) and credit card payments (Visa, Visa Electron, Master Card). NOTE! Additional fee for credit card payments 2 %.
Payment transactions are made via the Paytrail Oyj website. 

Clearing and financial services for payments via online banks are provided by Paytrail Oyj (2122839-7) in cooperation with Finnish banks and credit institutions. Paytrail Oyj procures the payment transaction and remits it to the seller. For clients, the service operates just like a regular online payment.

When paying by Visa, Visa Electron or MasterCard (please note the additional fee for credit card payments 2 %), VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd acts solely as the marketing agent for the products and services and as the agent for the purchaser. Paytrail Oyj is responsible for all claims related to payment transactions. Paytrail Oyj acts as the product vendor for payments made by Visa, Visa Electron or MasterCard, and the sales transaction is made between the customer and Paytrail Oyj. The vendor is responsible for all trade-related obligations. Paytrail Oyj is also the payee. Contact information: Paytrail Oyj, Business ID 2122839-7, c/o Innova 2, Lutakonaukio 7, FI-40100 JYVÄSKYLÄ, tel. +358 (0)600 41005.

Invoicing claims must be made within seven (7) days of the invoice date.

4) Cancelling or changing a booking
Bookings made through the online reservation system are always immediately binding, paid products / services are not exchangeable or refundable and lost products will not be replaced.

Should the customer not use a certain service or services, or a certain part of a service, the customer is not entitled to compensation. VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd is entitled to invoice for additional services used by the customer that were not included in the price if the customer has not paid for these directly to the service provider.

Concerning ticket sales, VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd acts as the ticket agent. The event organiser is responsible fro the event, including changes to the programme and seating, possible cancellations of the event and the costs incurred. The ticket buyer is obliged to make sure in advance that the event has not been cancelled. If the event is cancelled, the organiser's cancellation terms shall be applied, unless otherwise agreed. If the ticket buyer has purchased discount tickets, for example for children, pensioners or students, the buyer is obliged upon request to prove eligibility when entering the venue.

5) 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. If the cancellation is due to the fault of the client, payments shall not be refunded.

In case of force majeure, VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd is entitled to cancel a booking or any part of it. In such cases VisitKarelia Sales Ltd / Karelia Expert Tourist Service Ltd must notify the client of the cancellation without delay, and the client is entitled to a refund for any deposits that have been paid either in full or for the services affected. The client is not entitled to further compensation for any costs that may be caused due to force majeure.

6) Insurance
Travel and traveller insurance is recommended to cover against any possible emergencies or unforeseen events.

7) 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.

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