Conditions of payment & travel
GENERAL CONDITIONS
These general conditions apply between VisitSundsvall and those who personally or through a third party sign an agreement with VisitSundsvall as defined in the confirmation. The contract can be for accommodation, transport, activities, purchase of other products and services, or a combination of these.
Who is responsible?
The responsible organiser is VisitSundsvall through Investera i Sundsvall AB, Esplanaden 11, 852 31 Sundsvall, corporate registration no.: 556592-0401. Special conditions may apply for travel on regular means of transport. The booking office is responsible for ensuring that you are informed about these at booking, that you receive the necessary travel documents, and that you are informed about all important changes affecting your booking. If the products are booked with retailers, it is the responsibility of the retailer to ensure that the conditions and payment routines of the organiser are followed by their client.
When does my booking become binding?
A booking becomes binding as soon as VisitSundsvall confirms it and you pay the entire amount of the booking within the agreed time period.
What, when and to whom do I have to pay?
You have to pay the published price for the booking plus or minus such changes in taxes and transport costs that have occurred since the publication of the programme. The timing and recipient of the payment are stated in the Special Conditions.
What happens if I do not pay on time?
You can pay the entire booking cost immediately on line, via an e-invoice or over the phone to the call centre on +46 (0)60-658 58 00. To receive an invoice (companies only), contact the call centre on +46 (0)60-658 58 00
What applies if I want to cancel?
You can cancel by phoning the VisitSundsvall call centre on: +46 (0)60-658 58 00 or by e-mail: info@visitsundsvall.se. Cancellations only apply after confirmation has been received from VisitSundsvall. If there are other opportunities for cancellation, this is clear from the Special Conditions below. For cancellations, the fees defined in the Special Conditions apply. Note: A change in your booking, such as the arrival or departure date, will result in a surcharge of SEK 150. Tickets for events and flight tickets are non-refundable.
What applies if I just want to change something?
If parts of a booking can be changed, the cost is stated in the Special Conditions. This results in a surcharge of SEK 150.
But what if something happens to me?
You can protect yourself against cancellation charges by purchasing cancellation insurance. For prices, see Special Conditions. With cancellation insurance you can cancel up to 24 hours before the arrival day without paying any other fee than the administration charge of 5% on the price of the booking; however, a maximum of SEK 200 will be charged if the following occurs (for later cancellations the full fee is payable):
a. death, illness or accident of a serious nature, which has affected you, your spouse, partner, your or your spouse/partner’s parents, your children, siblings or travelling companion.
b. call up to military service, or civil defence.
c. some serious occurrence outside your own control, for example, a major conflagration or flood at your place of residence, which results in it not being possible for you to retain your booking. You must substantiate this impediment with a certificate from a doctor, the authorities or an insurance company. Certificates submitted later than 7 days after the date of cancellation are not taken into consideration. Fees for cancellation insurance, changes and the deposit are not reimbursed.
What happens if something goes wrong?
If all or part of your booking cannot be provided according to the booking confirmation and if no alternative arrangements can be made, where the differences compared with what you have booked are so small as to be insignificant for you, e.g. a hotel or cottage in the same class, then you have a right to cancel. In this case you will be reimbursed everything you have paid out, with a deduction for the value of any parts of the booking you have already used. If a transport service or event that was included in the booking is cancelled at short notice, then reimbursement will only apply to the cancelled event/transport service. If you have a complaint, you must inform us of this within 3 days of your day of arrival. Faults occurring during your stay should be reported immediately. This should be done in the first instance to the hotel or cottage proprietor. If you have neglected to seek redress during the period of rental, and therefore not given the hotel/proprietor the opportunity to correct any deficiencies, then you cannot retrospectively demand compensation. If, nevertheless, you are not satisfied with the compensation/reimbursement, you should communicate this in writing no more than 60 days after departure.
What happens if the organiser and I cannot reach an agreement?
Approach us directly with any complaints. If we do not agree, you can turn to the National Board for Consumer Complaints (Allmänna Reklamationsnämnden). This Board consists of an impartial Chair and representatives of travel organisers and consumers. The Board’s address is: Box 174, S-101 23 Stockholm, Sweden.
As the organiser, we are responsible for ensuring that:
You receive written confirmation of your booking.
You receive documents and other details in good time.
The services you bought agree with the description. We are not responsible for promises that the owner or his representative might have made to you directly without our knowledge, and which we do not know about. (If you agree to anything that is not covered by the organiser’s contract, ensure that you get this in writing, signed by the owner or their representative).
You are informed about all the important changes affecting your booking.
You have access to the cottage/flat from the time stated on the booking confirmation.
If you are not satisfied with all or parts of the booking, then you should let us know.
What are my responsibilities?
You are responsible for checking your booking confirmation as soon as you receive it. Any mistakes must be pointed out immediately. Any commitments on the part of booking staff that are of vital importance to you should be written down in the travel documents for reference.
You must follow the regulations, instructions and provisions that apply to the cottage/flat, means of transport, etc. Note: The rental properties are usually private homes. You are personally responsible for any damage to the property and its fixtures and fittings as a result of carelessness on your part or that of a member of your party. You may not use the cottage/flat for anything other than what was agreed in the booking (usually recreation) and you must not allow more people to spend the night in the cottage/flat or on the plot than you stated in the booking. All persons should be listed at the time of booking – we assume that a maximum of one child under 2 years of age will not have a bed to themselves, unless stated otherwise.
If complaints of annoying behaviour are reported to the proprietor he has the right to evict the tenant immediately if there is no improvement immediately after hearing of the complaint. The same rules apply if more people are staying than the number allowed for the property. In neither case will reimbursement be made for the remainder of the rental period; on the contrary, you as the guests are responsible for reimbursing the landlord for any costs incurred as a result of the above.
If you have any complaints about a property, you should in the first instance contact the proprietor, so that any ambiguities can be cleared up during your stay.
If you have any kind of allergy, you must tell us when you make your booking so that we can find the right property for you. Note: If pets/smoking are not permitted, this information will be included in the property description. We cannot guarantee that the property in question has been free of pets and smoking shortly before your arrival. Violations of the ban on pets/smoking will result in a fine of SEK 6,000.
You must clean the unit before leaving unless another agreement is reached. If no cleaning has been done, a fee of at least SEK 1,000 will be charged.
We are not liable for legislative or price changes that are outside our control.
OTHER
The check-in and check-out times are specified on the confirmation. Unless specified in the confirmation, the price of accommodation does not include cleaning, bed linens, towels, a child’s bed, high chair, toilet paper, etc. Remember to bring what you need!
THE PERSONAL DATA ACT
By paying, you agree to allow VisitSundsvall to handle your personal data. The purpose of this is to allow the customary guest administration, to ensure that VisitSundsvall has access to reliable personal documentation in the event of an accident, to fulfil the terms of the cancellation guarantee and to administer and handle any damages incurred. The data may also be used to inform you about insurance and payment services and travel-related offers. The guest may also be contacted for market surveys.
SPECIAL CONDITIONS
Publisher and package organiser: VisitSundsvall
Minimum age for bookings
The minimum age for making bookings/signing agreements with us is 18. When booking accommodation for larger groups, at least two members must be 18 or older, if no higher minimum age is stated in the facility’s specifications. ID must be presented on arrival. The minimum age is a requirement for access to the accommodation. Other age requirements may apply for major events; information about this will be provided at booking.
Cancellation insurance
Can only be taken out at the time of booking. Cancellation insurance applies to all persons named in the booking. Cancellation insurance applies only in connection with the presentation of a certificate from a doctor, the authorities or an insurance company. If the customer chooses to make use of cancellation insurance, the entire booking is cancelled for all travellers. No partial refund can be given if other people choose to make use of the journey. Tickets to events and flight tickets are non-refundable.
SEK 295 per booking.
Cancellation charges
(When cancellation insurance has not been taken out or does not apply.)
30–21 days before arrival: 10% of the total cost 20–12 days before arrival: 25% of the total cost 11–2 days before arrival: 50% 1–0 days before arrival: 100%
Cancellation insurance and change, invoicing and booking fees are non-refundable.
Costs of changes
SEK 150 per booking and occasion. Additional costs for changing travel tickets may be charged over and above this fee.
Conditions of transfer
Transfer of accommodation and services provided can be made before the arrival day, in cases of transfer of boat and air tickets, where permitted by the carrier’s terms. The carrier must be informed of the person to whom transfer has been made. Costs for changes are added.
Deposit, interest on overdue payments A booking fee of SEK 75 applies for reservations made through the call centre on +46 (0)60-658 58 00. No deposit is charged for bookings made over the Internet. Late payment of the deposit may result in the booking being cancelled. For payment after the due date, interest on overdue payments and a reminder fee are charged.
Invoice charge
An invoice charge of SEK 125 applies if you request an invoice. There is no charge for an electronic invoice via e-mail. Invoicing is only available for companies, and can only be requested if you book via the call centre on +46 (0)60-658 58 00.
Travel tickets
Changes and cancellations of travel tickets must be made directly to VisitSundsvall on phone +46 (0)60-658 58 00. Beyond the terms and conditions stated here, VisitSundsvall adheres to the transport company’s terms and conditions.
Force Majeure
In cases where the journey cannot be undertaken because of an impediment outside the control of the organiser, which the organiser could not reasonably be expected to have anticipated when the contract was undertaken, and whose results the organiser could not reasonably have avoided or overcome, the organiser is free from liability for damages or other sanctions. The same applies if the cancellation of the journey is caused by someone the organiser has retained or someone employed by a provider of services that the organiser utilises.
We assume no liability for legislative and price changes that are outside our control.
FLIGHTS AND PACKAGE TRIPS
Issuer and package organiser: Visit Sundsvall through Investera i Sundsvall AB
Payment conditions
When making bookings, the credit card number from which the payment is to be made must be specified. We will send confirmation by e-mail when payment has been received. All prices are indicated and charged in Swedish kronor. Visit Sundsvall uses scheduled services, which is why full payment must be made immediately at the time of booking. Once payment has been made, the agreement is binding.
Online payment method
When making bookings, only card payments are acceptable, as the entire sales amount must be paid in conjunction with making the booking.
Checking confirmation
After making your booking, you will receive confirmation by e-mail. It is the duty of the traveller to check his or her travel documents immediately, such as ensuring the correct name, destination and date. Please be aware that there may be separate booking numbers when booking flight tickets. Any mistakes must be notified without delay to Visit Sundsvall, info@visitsundsvall.se or tel. +46 (0)60-6585800.
Cancellations and rebooking
Rebooking a journey is viewed as a cancellation and a new booking. Travel documents are personal, and the name of the traveller can only be changed if the airline company approves this in the specific case in question; the airline company’s costs for this must be reimbursed. In order to offer our customers the best possible package trips, these are based in most cases on special prices. As a result, the rules relating to cancellations are also strict, and booked flight tickets are non-refundable. The cancellation rules that apply (unless otherwise indicated) to our pre-packaged trips, which have been paid for and confirmed, are set out in Visit Sundsvall’s special terms and conditions.
For cancellations where cancellation insurance has been taken out and is valid, see Cancellation insurance.
Cancellation insurance
Rules relating to cancellation insurance are set out in Visit Sundsvall’s special terms and conditions.
Reimbursement conditions
Reimbursement is payable if you cannot reasonably undertake the journey because you, your travelling companion or a close relative suffers a serious illness, accident or death. The term ‘close relative’ refers to a spouse, partner, cohabitant, child, grandchild, sibling, parent, grandparent or parent-in-law. The term ‘serious illness’ refers to an illness that, at the time you made your booking, you did not know, and could not or ought not have known, was going to arise.
An accident must be confirmed with a doctor’s certificate, which clearly states the reason why the journey cannot be undertaken. The certificate must be stamped and signed by the doctor, and must have been received by us within 7 days.
Tickets and travel documents must be returned to Visit Sundsvall within 7 days of the cancellation, together with the doctor’s certificate, through Investera i Sundsvall AB, Sjögatan 13, 852 34 Sundsvall, Sweden. If you have paid by credit card, the refund will always be paid to the same credit card. The reimbursement conditions apply when cancellation insurance has been taken out. Tickets for events and flight tickets are non-refundable.
Luggage
For information concerning luggage rules, please contact the relevant airline company. Prices may be altered by airline companies without further notification by Visit Sundsvall.
In the event luggage is damaged or lost in conjunction with your flight, please contact the airline company immediately at the airport. The airline companies have their own rules regarding compensation for damage to/loss of luggage.
Child discounts
Child discounts vary between airline companies and hotels. Check the relevant situation when making your booking.
Timetable
We cannot be held liable for timetable changes or other amendments made by the airline companies that are outside of our control. In those cases we receive notification of a timetable change before the outward journey, we will notify this by e-mail or telephone. It is therefore important to ensure you have provided the correct contact details.
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Visit Sundsvall – the Capital of Norrland
