OUR SPECIAL COVID-19 REFUND GUARANTEE
If you plan your holidays with us or book a tour on our website, then you are covered by our special Covid-19 refund policy. This means that you will get refunded in the unfortunate case that you cannot travel due to Covid-19.
So don’t worry and plan your holidays now!
HOW DOES IT WORK?
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If I cannot travel to Finland, Sweden or Norway...
If you are not able to travel to your destination due to unforeseeable Covid-19 travel restrictions* (including home region lockdown, border restrictions, flight cancellations due to travel restrictions, forbidden transit), we offer you to postpone your tours to another date for free. You may reschedule your holidays to another month or year (2022-2023) without any additional fees. The request must be made to [email protected] at least 48 hours before the departure of your tour.
If you cannot reschedule or if you would like to cancel your holidays, we will apply the cancellation policy as mentioned in the tour description. However, the amount of cancellation fees can be later used as a credit to re-book activities on our website. This way, you don’t lose money!
*Please note : this policy only applies if you booked your experiences directly with us or on our website. For tours and activities booked on a third-party reseller (ex: TripAdvisor, GetYourGuide…), their own policy applies.
The unforeseeable restriction criterion does not apply to travel restrictions imposed to non-holders of sanitary pass, insofar as the sanitary pass measures and the ways to obtain a EU sanitary pass (via vaccination) are no longer unforeseeable.
In all cases, we are humans and will alway try to be as flexible as possible!
If I am tested positive to Covid-19 before my holidays...
If you are tested positive to Covid-19 within 14 days before your trip, please inform us as soon as possible, and follow the strict self-isolation rules as well as other local sanitary rules.
If your tests keep returning positive and you cannot travel, we will cancel your booking and offer a full refund (banking/transaction fees may apply). You may also chose to reschedule to another date/year.
IMPORTANT: this full refund guarantee does not apply to participants of a group who are not affected by Covid-19 and therefore can travel. If the whole group decides to cancel their activities (ie. not only those with a positivie Covid-19 test), we will apply 15% cancellation fees to the booking of the group.
The request must be sent to [email protected] at least 24 hours before the activity, with an evidence of the Covid-19 positive test result.
In other cases, the standard cancellation policy applies.
If I am tested positive to Covid-19 during my holidays...
If you are tested positive to Covid-19, please inform us as soon as possible, and follow the strict self-isolation rules as well as other local sanitary rules.
If your tests are still returning positive within the 48 hours preceding the departure of your tour, we will cancel your booking and offer you a full refund (banking/transaction fees may apply).
If your test is returning negative, you are welcome to join our tour. For the safety of our guests and our staff, we may ask for evidence and reserve the right to cancel your booking if you cannot provide any.
If my flight is cancelled...
If your flight is cancelled due to travel restrictions or any other Covid-19-related reasons, please refer to the section “If I cannot travel to Finland, Sweden or Norway…”.
Unfortunately our special Covid-19 guarantee does not cover the case when you cannot travel because your flight is cancelled or delayed due to another reason than Covid-19 (ex: technical issues, not enough passengers, delay due to bad weather, etc.). In this case, the standard cancellation policy as mentioned in the tour description and our terms and conditions will apply. We invite you to check with your travel insurance or your airplane company for any compensation.