GENERAL TERMS AND CONDITIONS
These general terms and conditions apply between Visit Hälsingland Gästrikland AB (VHG) and yourself when you book through Visit Söderhamn, c/o Söderhamns kommun.
The agreement may apply to accommodation, transport, the purchase of other products and services, or a combination thereof, hereinafter referred to as Products.
The operator responsible is Visit Hälsingland Gästrikland AB (VHG), www.scandinavianxperience.se, Corporate Identity Number: 556966-7495. VHG acts as an agent for Products sold via www.visitsoderhamn.se, www.scandinavianxperience.se, an online booking system used by suppliers of Products (micro stores) and tourist offices in Gävleborg.
Booking and confirmation
To make a booking/enter into an agreement with VHG, an age limit of 18 years is applicable if no higher age limit is specified at the time of the booking and on the
booking confirmation. Compliance with the age limit is a requirement to obtain access to the booked product.
For bookings where accommodation is included, at least 2 people must be more than 21 years old. On major holidays such as New Year’s Eve/Day, Midsummer, etc. the minimum age is 23 years for all guests except for parents with children or solo travellers who are older than the above specified age.
As the broker, we are obliged to ensure that:
● you receive written confirmation of your booking.
● you receive documents and information in good time as to where the product is
● the product that has been booked matches the description.
● you are informed of any important changes concerning your booking.
VHG is not responsible for any promises by the owner or his/her contact person which may have been made directly to you without VHG’s knowledge and which were not known or should have been known by VHG. (Be sure to get such an agreement in writing and signed by the owner or contact person.) If you are not satisfied with all or parts of your booking, please contact VHG. You can read more about this below.
When you make your booking, you pay 20% (a registration fee) with the remaining 80% to be paid no later than 40 days before your arrival.
When is my booking binding?
Both you and VHG are bound by the agreement as soon as you have paid for the entire
booking or parts of the booking and it has been confirmed by VHG.
Send your cancellation to Visit söderhamn, Söderhamn Touristinformation call +46270-75353 or [email protected]. A cancellation is only valid after received confirmation from VHG/visit Söderhamn. NOTE! Cancellation is not valid if it is made directly to the supplier of the booked product.
Cancellation costs (When cancellation insurance has not been purchased or isnot applicable)
Cancellation shall take place no later than 40 days prior to arrival. If cancelled later or in the event of a no-show, you will be charged for the entire booking amount. Charges for cancellation insurance and booking fees (if applicable) are non-refundable.
You can protect yourself against cancellation costs by purchasing cancellation insurance.The insurance costs SEK 300 per booking, and means you can cancel your booking on the day of your arrival. Cancellation insurance expenses and booking fees are non-refundable.
Cancellation insurance applies in the following cases, which cannot have been known when the booking was made:
A. Death, illness or accident of a serious nature, which has affected you, your travel
companion, spouse, partner, your spouse’s or cohabiting partner’s parents, children
B. Conscription into the armed forces or civil defence.
C. The occurrence of a serious event beyond your control that you could not anticipate
when you placed your booking which means that it is not reasonable to ask that you
should comply with your booking, e.g. extensive fire or flooding to your home.
You must be able to produce a certificate from a doctor, public authority or insurance company if you are prevented from coming. The certificate should be sent to us as soon as possible, preferably within one week from the date of cancellation. The charge for the cancellation insurance will not be refunded in the event of a cancellation.
If VHG does not provide the product in the condition promised or at the right time and is not able to offer you an equivalent product, you have the right to terminate the
agreement. VHG must then refund all you have paid and reimburse you for your verified and reasonable costs, with a deduction for the benefit you may have had from the product. Instead of terminating the agreement, you may request that VHG reduces the charge.
If you have a complaint, you should express your complaint to VHG as soon as possible. If you discover a fault during your stay, you should notify VHG immediately, so that VHG has the chance to correct the fault. You cannot expect faults which occur on any items of equipment found in the cabins/apartments such as the TV, dishwasher and washing machine to be repaired during the rental period. However, you can claim compensation for any inconvenience this may have caused. If you cannot make use of the booked product, someone else may take your place and VHG must accept that person, unless there are special reasons to refuse. If this is the case, you must notify VHG of this before the access date.
The customer’s obligations You are obliged to check the booking confirmation as soon as you receive it. If it is not consistent with what you have ordered, please contact VHG immediately. The guest must take good care of the product and follow the code of conduct, guidelines and provisions that apply. You are responsible for any damage that occurs to the product and its potential contents, if you or anyone in your party has been negligent. You may not use the product for anything other than what was agreed at the time of the booking (usually for leisure purposes).
When booking accommodation, you may not allow more people to stay overnight in the
cabin/apartment/room or in the gardens/grounds, than that stated on the booking. You must clean properly before departure, unless other arrangements have been agreed. If the cleaning has not been done, it will be carried out at your expense. If you lose the key to the cabin/apartment, you will be charged a fee.
Any damage should be reported as soon as possible to VHG, but no later than at check-out. Smoking is not permitted in the accommodations! In the event on an
infringement, you will be charged a minimum of SEK 5,000.
Please consult your booking confirmation for current check-in and check-out times related to your booked product.
The Personal Data Act
By paying, you agree that personal information may be processed by VHG. The purpose of this is to facilitate customary guest administration, to ensure that VHG has access to reliable personal documentation in the event of an accident, to comply with the conditions of the cancellation insurance, as well as to manage and deal with any damages. The data can also be used to provide information about insurance and payment services. The guest may also be contacted for market research and sent a newsletter containing news and special offers. Read more at www.datainspektionen.se .
Wars, natural disasters, strikes etc.
Both parties have the right to cancel the agreement if the product cannot be provided due to an act of war, natural disaster, industrial conflict, longer interruptions to the
supply of water or energy, fire or other similar major events which none of the parties were able to predict or influence. In such instances we are obliged to return what you have paid as soon as possible, less the amount of benefit you have had from the
product. In the event that your journey cannot be carried out due to an impediment beyond the organiser’s control and which the organiser could not reasonably have foreseen when the agreement was entered into, the consequences of which could not reasonably have been avoided or overcome, the operator is free of liability for damages or other penalties. The same applies even if cancellation of the trip is due to someone hired by the organiser.
Complaints and remediation
Please contact us directly with any complaints. Any complaints must be made immediately to VHG/visit Söderhamn. The possibility of redress may diminish if this is not done within areasonable period of time. If we cannot reach agreement, you can turn to the National Board for Consumer Disputes (Allmänna Reklamationsnämnden). It consists of an impartial chairperson and a number of representatives from travel agents and consumers.
The address is: Allmänna Reklamationsnämnden, Box 174, 101 23
Stockholm ( www.arn.se )
VHG follows ARN’s recommendations and the decisions it takes.
We reserve the right for legislative changes and price changes that are outside of our
Cancellation insurance SEK 300
Change fee SEK 150
Invoice fee SEK 75
Booking fee SEK 100 (For non-web bookings only)
Specific requirements when booking tickets for events
When booking tickets for events, immediate payment is required. A purchased ticket cannot be exchanged or redeemed.
Good to know about your cabin booking.
Arrival – Departure
You may use the cabin/apartment from 14.00 on the agreed date of arrival until 12.00 on the day of departure unless otherwise stated. Before leaving, you should carry out a final cleaning of the cabin/apartment. Cleaning equipment is available in all cabins/apartments. Cleaning equipment for holiday villages can be found in a separate service building. If the landlord finds that cleaning has not been done adequately following inspection, it will be carried out at your expense. For some cabins/apartments and for most holiday villages, you can choose to purchase final cleaning. The price may vary depending on the size of the cabin. Final cleaning must be booked in advance.
The prices refer to the number of beds per cabin/apartment. In the description of the cabins, the number of regular beds + number of extra beds is listed, e.g.: “4 + 2 beds” which means 4 regular beds + 2 extra beds.
All cabins/apartments are equipped for self catering. Please bring your own bed linen, towels, toilet paper, dish washing and cleaning detergents. In most holiday villages and some private cabins, bed linen and towels are available for rent. In most of the cabins/apartments, pets are not allowed. Smoking is always prohibited. Information about this is available in the “cabin description”. Please note that this is not a guarantee that smoking has not occurred/pets have not stayed in the cabin/apartment in the past.