as of 1 January 2010
The booking terms and conditions numbered 1-10 apply to holiday cottage services and those numbered 11-16
to other tourist services.
BOOKING TERMS AND CONDITIONS FOR HOLIDAY COTTAGE SERVICES
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.
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.
Prices do not include linen, cleaning or charging fee, unless otherwise stipulated.
2) Payment
2.1. Payment transactions on the visitkarelia.fi website
Upon booking, the customer shall pay the total price by the preferred payment method.
Products and their postage shall be paid for when ordering. The online store accepts the following payment
methods: Nordea, OP, Sampo, Tapiola, Aktia, Nooa, POP, Säästöpankit, Handelsbanken, S-Pankki, Ålandsbanken
and credit cards. Payment transactions are made on the Suomen Verkkomaksut Oy website. Payment can be
made also by bank transfer as an advance.
Payment by Visa, Visa Electron or MasterCard
If you wish to pay by Visa, Visa Electron or MasterCard, Karelia Expert Tourist Service Ltd acts solely as the
marketing agent for the products and services, in addition to which it delivers products to the purchaser. Suomen
Verkkomaksut Oy is responsible for all claims.
Suomen Verkkomaksut Oy acts as the product vendor for payments made by Visa, Visa Electron or MasterCard,
and the sales transaction is made between the customer and Suomen Verkkomaksut Oy. The vendor is
responsible for all trade-related obligations. Suomen Verkkomaksut Oy is also the payee. Contact information:
Suomen Verkkomaksut Oy, Business ID 2122839-7, Ohjelmakaari 10, FI-40500 JYVÄSKYLÄ, tel. +358 (0)207
181830.
Online banks
Clearing and financial services for payments via online banks are provided by Suomen Verkkomaksut Oy
(2122839-7) in co-operation with Finnish banks and credit institutions. Suomen Verkkomaksut Oy procures the
payment transaction and remits it to the seller. For customers, the service operates just like a regular online
payment.
2.2. Other payment transactions
After making the booking, the client will receive an invoice for the payment of the deposit and final payment. The
deposit is 30% of the total rent. In addition, a service fee of €15 is charged together with the deposit. The deposit
is to be paid within 14 days of the date of the invoice. The final payment is to be paid at least 6 weeks prior to the
beginning of the rental period.
If the booking is made later than 6 weeks prior to the beginning of the rental period, the total of the rent is to be
paid within 7 days of the date of the invoice and no later than the beginning of the rental period. For bookings of
less than 3 days in duration, the rent is to be paid in total within 14 days of the reservation.
3) Cancellations made by the client
Cancellations of bookings must always be made in writing to Karelia Expert Tourist Service Ltd. Cancellations can
be made by letter, e-mail or fax. 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 Karelia Expert Tourist Service 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 earlier than 28 days prior to the beginning of the rental period (or earlier than 60
days for reservations for the period 24 December-1 January), any rent that has already been paid shall be
refunded minus a service fee of €15 and a handling fee of €20. If the cancellation is made later than 28 days
prior to the beginning of the rental period (or later than 60 days for reservations for the period 24 December-1
January), the total of the rent shall be withheld. Should the letting agent manage to let the cottage in question to
another client, the cost of cancellation shall be the service fee of €15 and the handling fee of €20.
If the booking is cancelled due to 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 a service fee of €15 and a handling fee of €20. 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 rental period has begun
before the incident, no refund of the rent shall be paid. Also, if the rental period has begun before the notification
of the incident is received, no refund of the rent shall be paid.
4) Changing a booking
Should the client wish to exchange the letting agent’s holiday cottage for another or wish to change the rental
period, this shall be considered a cancellation of the previous booking and a new booking, unless otherwise
agreed in writing by both parties.
5) Letting agent’s right to cancel a booking
The letting agent has the right 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 also has the
right 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, no refund of
the rent shall be paid.
If the cancellation is due to force majeure, the letting agent is obligated to refund all payments that have been
made to the client. 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 also has the right 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 will 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.
6) Arrival at holiday cottage and handing over of keys
Together with the invoice, the client shall be sent the name and address of the holiday cottage owner, 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 client must inform about his/her arrival time
well in advance if so requested in the driving instructions. The client is responsible for looking after the keys to
the holiday cottage during his/her stay. If the client loses a key, all actual costs accrued as a result of purchasing
a new key or changing the lock will be charged to the client.
7) Staying at holiday cottage
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. Permission for bringing pets to the holiday cottage must
be requested in advance. Smoking is allowed only outside the holiday cottage.
A fee for the final cleaning of the holiday cottage at the end of the rental period shall be added to the rent.
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.
8) Compensation for damage
The client is liable for the direct compensation of any damage caused to the cottage or its furnishing. Should the
actions of the client cause damage to the letting agent, the client is liable for compensation in full to the letting
agent.
9) Number of persons
The number of persons using the holiday cottage must not exceed the number specified in the presentation
material. The owner has the right to charge reasonable payment for extra persons, even if extra beds cannot be
provided. Possible overnight guests must be separately in advance. Use of a tent or a caravan on the site of the
holiday cottage without permission is prohibited.
10) Complaints
All complaints concerning the holiday cottage must be made without delay to the owner of the holiday cottage or
to the letting agent. If no measures to correct the matter are made, a complaint must be made without delay to
the letting agent, after which a possible claim for compensation can be made, unless the matter has been
corrected 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 correct the matter.
Any shortcomings in the furnishing, cleanliness or condition of the holiday cottage must be notified without delay
to the owner of the holiday cottage or to the letting agent. The client does not have the right to present demands
to the letting agent or owner of the cottage on the basis of the furnishing, cleanliness or condition of the holiday
cottage unless he/she notifies about these shortcomings before the end of the rental period and gives the letting
agent the opportunity to correct the matter.
GENERAL BOOKING TERMS AND CONDITIONS
We comply with the general terms and conditions for package tours. Both the Package Travel Act and the general
terms and conditions for package tours are available on the Consumer Agency's website www.kuluttajavirasto.fi.
Karelia Expert Tourist Service Ltd applies these booking terms and conditions both for individual customers and
for group customers, unless otherwise agreed.
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.
11) Travel booking and payment terms:
A travel agreement is formed once the customer has paid for the product or service ordered from the online store
or has received an e-mail confirmation for the product or service that has been ordered.
11.1. Payment transactions on the visitkarelia.fi website
Upon making the booking, the customer shall pay the total price by the preferred payment method.
Products and their postage shall be paid for when ordering. The online store accepts the following payment
methods: Nordea, OP, Sampo, Tapiola, Aktia, Nooa, POP, Säästöpankit, Handelsbanken, S-Pankki, Ålandsbanken
and credit cards. Payment transactions are made on the Suomen Verkkomaksut Oy website. Payment can be
made also by bank transfer as an advance.
Payment by Visa, Visa Electron or MasterCard
If you wish to pay by Visa, Visa Electron or MasterCard, Karelia Expert Tourist Service Ltd acts solely as the
marketing agent for the products and services, in addition to which it delivers products to the purchaser. Suomen
Verkkomaksut Oy is responsible for all claims.
Suomen Verkkomaksut Oy acts as the product vendor for payments made by Visa, Visa Electron or MasterCard,
and the sales transaction is made between the customer and Suomen Verkkomaksut Oy. The vendor is
responsible for all trade-related obligations. Suomen Verkkomaksut Oy is also the payee. Contact information:
Suomen Verkkomaksut Oy, Business ID 2122839-7, Ohjelmakaari 10, FI-40500 JYVÄSKYLÄ, tel. +358 (0)207
181830.
Online banks
Clearing and financial services for payments via online banks are provided by Suomen Verkkomaksut Oy
(2122839-7) in co-operation with Finnish banks and credit institutions. Suomen Verkkomaksut Oy procures the
payment transaction and remits it to the seller. For customers, the service operates just like a regular online
payment.
11.2. Other payment transactions
After making the booking, the client will receive an invoice for making payment. The service fee is €15. The
payment is to be paid at least 6 weeks prior to the beginning of the holiday period, unless otherwise agreed.
If the holiday or service is booked later than 30 days prior to the beginning of the holiday period, the total amount
is to be paid within 7 days of the date of the invoice and no later than the beginning of the holiday, unless
otherwise agreed. The due date / payment terms are always specified on the invoice. The reference number on
the invoice must always be included when making a payment. If payments or payment terms are neglected,
Karelia Expert Tourist Service Ltd is entitled to terminate the agreement.
12) Cancellations and changing a booking
Should the customer not use a certain service or services, or a certain part of a service, the customer is not
entitled to compensation. Karelia Expert Tourist Service Ltd is entitled to invoice for additional services used by
the customer during the holiday period that were not included in the package price if the customer has not paid
for these services directly to the service provider.
12.1. General cancellation terms
The customer can make a cancellation without special reason
* no later than 28 days before the start of the holiday by paying to Karelia Expert Tourist Service Ltd the handling
fee stipulated in advance (€50).
* later than 28 days but no later than 14 days before the start of the holiday by paying 10% of the total amount as
a booking fee, but no less than the handling fee (€50).
* later than 14 days but no later than 48 hours (or 7 days for holidays to Karelia in Russia) before the start of the
holiday by paying 50% of the total price of the package holiday.
* If the holiday is cancelled later than 48 hours before the start of the holiday, the tour operator is entitled to
charge the total price of the package holiday.
12.2. Making a cancellation
Cancellations of bookings must always be made by telephone or in writing to Karelia Expert Tourist Service Ltd.
The cancellation becomes effective once information of the cancellation reaches Karelia Expert Tourist Service
Ltd.
13) Tour operator’s right to cancel a booking
13.1. The tour operator has the right to cancel the package holiday if the tour operator’s possibilities to organise
the holiday as agreed when the contract was signed are substantially worsened due to war, natural disaster,
strike or similar events at or nearby the destination, or if the holiday cannot be implemented due to some other
unforeseen reason without compromising the life or health of the customer. The tour leader must be notified of
the cancellation as soon as possible.
13.2. Force majeure
The tour operator is not liable for damage that is caused by force majeure or other unforeseen reason that could
not have been prevented by the tour operator or service provider assisting the tour operator acting in the most
careful manner. Such reasons include military action, natural disaster, infectious disease, strikes or similar
events.
14) Special terms and conditions
The tour operator is entitled to apply special terms and conditions that deviate from the terms and conditions of
the agreement. However, the special terms and conditions must not conflict with the Package Travel Act to the
detriment of the customer if the application of special terms and conditions is justified due to the unique
characteristics of the package holiday, exceptional travel-related regulations (such as booking and sales terms
for scheduled flights) or special conditions at the destination.
15) Specially ordered excursions, equipment rental and tickets for events, theatre performances and concerts
Bookings for specially ordered excursions and tickets for events, theatre performances and concerts are always
immediately binding. The same applies also to equipment rental.
Paid event, theatre and concert tickets are not refundable, and lost tickets will not be replaced. Karelia Expert
Tourist Service Ltd acts as the ticket agent. The event organiser is responsible for 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.
16) Insurance
Karelia Expert Tourist Service Ltd recommends that customers insure themselves against accidents, loss of
luggage or other property-related accident. We recommend that our customers purchase travel insurance that
includes cancellation cover due to the serious illness or death of the customer, a close relative or other
accompanying person, as well as to review the cancellation insurance coverage.
17) Age of person making the booking
Persons making a booking must be at least 18 years of age.