HomepageBooking terms and conditions
Booking terms and conditions
as of 1 September 2013

The booking terms and conditions numbered 1-11 and 17-18 apply to holiday cottage services and those numbered 11-18 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. The invoices will be sent by email if the client has given his/her email address when making the reservation.


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. If the client is paying the rent by credit card the letting agent shall not be bound by an error in the listed price if the price is so clearly erroneous that it is reasonable to expect the customer to understand. 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 20% of the total rent. In addition, a service fee of €18 is charged together with the deposit. The service fee for reservations for the period 27 December-11 January is €25. 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, except for reservations for the period 27 December-11 January at least 60 days 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 (for the bookings for New Year Season later than 60 days), the total of the rent is to be paid within 7 days of the date of the invoice and in any case prior to the beginning of the rental period at the latest. For bookings of less than 3 days in duration, the rent is to be paid in total within 14 days of the reservation, if the booking is made earlier than 6 weeks prior to the beginning of the rental period.


3) Cancellations made by the client


Cancellations of bookings must always be made in writing to Karelia Expert Tourist Service Ltd., leaving the bill unpaid is not considered a cancellation. 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 27 December-11 January), any rent that has already been paid shall be refunded minus the sum equal to deposit and the service fee. 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 27 December-11 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 deposit (or equal sum) and the service fee.

If the booking is cancelled due to serious illness, accident or death occurring to the client who made the reservation 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 equal sum) and the 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 later than 48 hours before the beginning of the rental period, no refund of the rent shall be paid. The client will pay all the eventual bank charges caused by the refund.


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 owner or the caretaker of the holiday cottage is entitled to charge max. €200 as a security deposit as specified in the presentation material or in the invoice. 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, he/she will be charged for all actual costs accured as a result of purchasing a new key or changing the lock. The letting agent is not responsible for handing over the keys, if the client is not able to arrive on time for appointment or if he/she does not inform about his/her arrival time at all, although it is requested to do so in the driving instructions.


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. If there is equipment for rent, e.g. a hottub, it is forbidden to use it on the plot of the holiday cottage without the owner´s permission.

The client is responsible for cleaning the cottage during and at the end of the rental period. The client can also book a cleaning in advance. In some holiday apartments the final cleaning is obligatory. If the final cleaning is not made at the end of the rental period, or is made insufficiently, or if the client has been smoking in the holiday cottage, the owner is entitled to charge a fee for the cleaning. The final cleaning which has been booked in advance does not include washing dishes, emptying trash bins, cleaning the barbecue grill, cleaning up after the pets or removing their hair and excrement from the plot and the interior of the cottage.

Holiday cottages are available for use by the client from 4pm on the day of arrival to 12 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) Force majeure

The letting agent will not be liable for any damage or inconvenience incurred by the client in the event of an unpredictable and insurmountable obstacle (force majeure) or some other comparable reason (such as a power failure, or natural phenomena like algae blooms or the occurrence of animals like mice or insects) that was not caused by the letting agent.


11) 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.


12) 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.

12.1. 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.

12.2. 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.


13) 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.

13.1. 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.

13.2. 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.


14) Tour operator’s right to cancel a booking

14.1. 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.

14.2. 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.


15) 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.


16) 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.


17) 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.


18) Age of person making the booking

Persons making a booking must be at least 18 years of age.