GENERAL TERMS & CONDITIONS
FOR GUIDED, SELF-GUIDED AND PRIVATE-GUIDED TOURS, AR CITY GAMES, COURSES, CORPORATE/LARGE GROUP TOURS AND EVENTS, RENTALS, GIFT CARDS/ VOUCHERS AND KLIPPKORTS.
Please take the time to read and understand our ‘General Terms & Conditions’ of booking a tour, AR city game, course, event, rental, gift card/voucher or klippkort with us. We strongly recommend you read all information available prior to making the booking, so as to ensure you understand what is provided by us and what is expected of you.
1. THE AGREEMENT
1.1 All agreements are made with Stockholm ICEguide AB (us/we/our), trading as Stockholm Adventures and ICEguide.By booking a tour, course, AR city game, event, rental, gift voucher or klippkort with us, the client/participant (you/your) is deemed to have agreed to these ‘General Terms & Conditions’, and your booking is accepted by us on this basis.
1.2 In these ‘General Terms & Conditions’ references to “you” or “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.
1.3 If you are a third party, booking on behalf of others, it is your responsibility to pass on all relevant information and updates, and ensure payment is made to us in the agreed timeframe and by the agreed means.By booking on behalf of others you are their representative and, therefore, guarantee that you have obtained all required consent. You are also responsible for providing complete and accurate participant information, we will not be liable for any errors or omissions provided by you to complete a booking.
1.4 The services to be provided by us to you, and thus the foundation of this agreement, are to be referred to in the booking confirmation and ‘Welcome Information’ at the time of booking.
1.5 We are responsible to you for what the latter is entitled to demand as a consequence of the agreement.This responsibility also applies to a third party working as an intermediary between us and you. The third party will be responsible to you in the same way that we are.
1.6 Details in our brochures and webpages are binding, however, we maintain the right to amend details without notification before agreements are entered into.Once an agreement has been entered into, any amendments and issues of importance will be clearly communicated to you by us and/or the third party.
1.7 Connecting trips or special arrangements will be included in the agreement only if they are sold or marketed in combination with the main arrangement.
1.8 The agreement will be binding for all parties when we have received the agreed fee, within the agreed time frame, and we have confirmed so in writing.
1.9 We reserve the right to change the price of a booking if changes occur to Swedish taxation or fees.
2. MEDICAL INFORMATION AND SPECIAL REQUIREMENTS
2.1 You must provide information on any pre-existing medical conditions which could impact your ability to travel, participate in the booked activity, or which may adversely affect the experience of other participants.
2.2 We reserve the right to request further information or professional medical opinions where necessary, for your safety and for the safe operation of the activity. We also reserve the right to deny you permission to participate in any aspect of an activity at any time, at your own risk and expense, where one of our guides or representatives determines that your physical or mental condition renders you unfit to participate, or that you represent a danger to yourself and others.
2.3 Pregnancy is considered a medical condition and must be disclosed to us at the time of booking or as soon as you are aware, whichever comes first. We reserve the right to cancel a booking if the activity is deemed unsuitable for a pregnant woman.
2.4 It is your responsibility to assess whether the activity you booked is suitable for you and to seek necessary medical advice and obtain necessary vaccinations.We do not provide medical advice.
2.5 Special requests, dietary requirements and allergies should be disclosed at the time of booking and we will do our best to accommodate these.However, these special requests and requirements do not form part of the terms of this agreeement, and we, therefore, are not liable for failure to accommodate or fulfill such requests.
3. AGE REQUIREMENTS
3.1 Anyone under the age of 18 on the date of the tour is considered a minor. Minors must always be accompanied by an adult. One adult may accompany up to two minors.
3.2 It is your responsibility to adhere to the minimum age requirement stated in the activity description and failure to do so will result in the termination of our agreement. If the termination of the agreement is on the day of the activity, you will not be entitled to a refund or a transference of your booking.
4. THE BOOKING
4.1 Bookings for Guided, Self-Guided and Private Guided Tours, AR City Games, Courses, Rentals, Gift Cards/Vouchers and Klippkorts can be made through either of our websites; stockholmadventures.com and www.iceguide.se, at our Adventure Café located at Kungsbro Strand 21, 112 26 Stockholm, or under certain circumstances via email; [email protected]
4.2 Bookings for some Private Tours, Corporate/Large Group Tours, Events and Corporate Rentals can be made by email to [email protected].
4.3 You are required to provide all necessary information requested by us at the time of booking, whether you are booking for yourself or on behalf of others.
4.4 A booking confirmation and ‘Welcome Information’ will automatically be sent to you once the booking is complete. If you do not receive an email within 2 hours of booking, it is your responsibility to contact us to ensure no problems have occurred during the booking process.
4.5 We cannot be held responsible for non-refundable travel plans eg. flights, train journeys etc. if you have booked these prior to receiving confirmation, or if amendments and cancellations need to be made due to unforeseen circumstances.
4.6 The booking confirmation and ‘Welcome Information’ supplied by us will contain all relevant and important details for your booking, including start/finish times and location.This confirmation will be written in English.
4.7 If you are making a booking on behalf of others, it is your responsibility to ensure the important information is passed on to all participants.
5. THE PAYMENT
5.1 All pricing is in Swedish Krona including tax, commission and booking fee.
5.2 We require full payment at the time of booking, unless a different agreement involving an invoice has been negotiated beforehand.
5.3 All exchange rate fluctuations and bank transaction fees should be absorbed by you.
6. THE PARTICIPANTS’ RIGHT TO CANCEL THE BOOKING
6.1 For Guided and Self-Guided DAY Tours, AR City Games and Rentals there will be no cancellation fee for cancellations up to 24 hours prior to departure. Cancellations within 24 hours of departure are non-refundable.
6.2 PLEASE NOTE THE EXCEPTION – bookings with 4 or more participants under the same reference must cancel up to 7 days before departure to be entitled to a full refund. Cancellations within 7 days will be non-refundable.
6.3 For Guided MULTIDAY Tours, Private DAY Tours and overnight packages there will be no cancellation fee for cancellations up to 7 days prior to departure. Cancellations within 7 days of departure are non-refundable.
6.4 For Courses, Corporate/Large Group Tours and Events (defined as groups over 20 participants) and Corporate Rentals (business to business rentals) there will be no cancellation fee for cancellations up to 30 days prior to departure. For cancellations within 30 days the following fees apply to the total cost of the booking:
- Cancellations 30 – 14 days prior to departure will be 25% non-refundable.
- Cancellations 14 – 7 days prior to departure will be 50% non-refundable.
- Cancellations within 7 days of departure will be 100% non-refundable.
6.5 Gift Cards and Vouchers are non-refundable and cannot be exchanged for money.
6.6 Klippkorts are non-refundable.
6.7 We do not sell travel insurance but highly recommend you obtain adequate travel insurance before booking any travel arrangements and tours.
6.8 If you have booked shared accommodation with a client/participant who has cancelled their tour, you will receive accommodation of the same standard at no extra cost to you.
6.9 Cancellations will only be effective once we receive email confirmation of the cancellation from you, the lead name on the booking/the payee.
6.10 After cancellation, any amount owed to you will be refunded without delay, and within 14 days of the cancellation at the latest. Refunds will be processed via the same means that payment was made.
6.11 If you have booked through a third party, you must contact that third-party regarding cancellation and potential refunds.
6.12 If you have purchased cancellation insurance at the time of booking you will be covered for cancellation within the non-refundable time frame of your activity or rental, so long as we receive notification of your cancellation by email no less than 3 hours prior to the activity departure or booked rental pick up time. Cancellation insurance in non-refundable once purchased.
7. THE PARTICIPANTS’ RIGHT TO AMEND THE BOOKING
7.1 You are entitled to amend the time of departure; where it is possible to do so without jeopardising the tour/service offered and change the identity of one or more of the participants. Any other modifications will be deemed a ‘rebook’ and cancellation conditions will apply, unless stated otherwise by us.
7.2 Amendments processed earlier than 7 days prior to departure will not incur a fee.
7.3 Amendments processed between 7 days and 48 hours prior to departure, could incur a 400 SEK administration fee.
7.4 Amendments cannot be processed less than 48 hours prior to departure.
7.5 If you have booked through a third party, you must contact that third-party directly regarding amendments and cancellations.
8. AMENDMENTS AND CANCELLATIONS BY STOCKHOLM ADVENTURES PRIOR TO DEPARTURE
8.1 We operate our activities in all weathers unless our official guides or representatives believe it to be unsafe/unsecure to do so.We, therefore, reserve the right to cancel an activity should it be deemed unsafe/unsecure to operate. We and our official guides and representatives are the only persons able to take that decision.
8.2 We reserve the right to cancel an activity up to 24 hours prior to departure should the minimum number of required guests not be met.
8.3 In the unlikely event that an activity is cancelled, you will be offered an alternative date, an alternative activity or a full refund.
8.4 In the event of a cancellation, we cannot be held responsible for non-refundable travel plans eg. flights, train journeys etc.
9. AMENDMENTS AND CANCELLATIONS BY STOCKHOLM ADVENTURES AFTER DEPARTURE: PROBLEMS AND SHORTCOMINGS
9.1 Services not rendered
If, after departure, a significant proportion of the agreement cannot be provided, we will organise appropriate substitute arrangements at no extra cost to you. If substitute arrangements cannot be organised, or if you reject such arrangements for acceptable reasons, we will, where reasonable, provide transport back to the place of departure at no extra cost.
9.2 Other problems and shortcomings
In the event of problems and shortcomings with the agreed services other than those such as are described in 7.1, you will be entitled to compensation.
You will not be entitled to compensation if the problem is one of your making.
You will not be entitled to compensation if the problem is due to an obstacle beyond either parties’ control, which was unable to be anticipated when the agreement was entered into, and the consequences of which could not have been avoided.
If the problem is due to one of our representatives, or another party, we will be exempt from indemnity liability in accordance with the second paragraph.
In the event of problems which are due to circumstances described in the second or third paragraph, we will provide you with any help required.
10. COMPLAINTS AND RECTIFICATION
10.1 Any complaints or concerns should be raised with our guide or representative at the time they occur so we can immediately attempt to rectify the situation.
10.2 If you are unsatisfied with our attempt at rectification, then the complaint should be put in writing and sent to us within 30 days of the activity. We will then launch a full investigation into the matter.
10.3 Without prejudice to 8.1, you are fully entitled to cite our faults or those of the third party/intermediary if it can be proven that we or they have acted with gross negligence, or contrary to faith and honour.
11. YOUR RESPONSIBILITY DURING THE TOUR
11.1 Our ‘Welcome Information’
The booking confirmation and ‘Welcome Information’ we supply will contain all the relevant and important information you need to join the booked activity. It will detail; inclusions and exclusions, restrictions, what to bring, how to dress and where the tour starts and finishes. It is your responsibility to arrive on time to the correct location, dressed appropriately and with anything we indicate should be brought along. Failure to do so could result in the termination of the agreement and no entitlement to a refund or transference of the booking.
11.2 Our instructions and directions
You are obliged to comply with the instructions and directions given by the guide or representative. The decisions and instructions of the guide/ representative are final. You are obliged to comply with rules, regulations, laws and customs which apply to, and are relevant for the activity, the country, the transport and the hotels, etc. You are also obliged to behave in a manner that respects the guide and fellow participants and does not impinge on the enjoyment of others. If you infringe these regulations, we reserve the right to terminate the agreement and pass on any costs incurred because of this infringement.
11.3 Your responsibility for damage and loss
You are responsible for, and, therefore, are required to compensate us for any unreasonable damage or loss caused to our equipment or property whilst in your care and under your usage. This is especially relevant to rental equipment.
11.4 Passports, visas, health regulations, travel insurance etc.
You are responsible for undertaking the requisite formalities for the completion of your trip; such as holding a valid passport and visa, obtaining necessary vaccinations and purchasing adequate travel insurance. You are responsible for all costs incurred due to shortcomings of the stated formalities.
11.5 Deviation from the arrangement
Anyone who deviates from the arrangement once the trip has commenced will be obliged to notify us, or their representative, at the moment they deviate. Once you deviate from the arrangement you will sacrifice all remaining elements of the tour/agreement and could incur additional costs because of it. If deviating from a tour it is your responsibility to ensure the equipment you are using is returned to us without delay, failure to do so could incur additional fees.
11.6 Acceptance of risk
You acknowledge that the nature of the activity is adventurous, and participation involves a degree of personal risk.
12. IMAGES AND MARKETING
You agree that whilst participating in any of our activities, images, photos or videos may be taken by other participants or our guides/representatives and could contain or feature you. You consent to these images and grant full permission for us to use them for whatever purpose we choose, in any medium we wish, at any time in the future, obligation and compensation-free. You agree that those images, photos or videos will be shared to you later through a third-party company.
13. THE RESOLUTION OF DISPUTES
All parties should attempt to resolve disputes relating to the interpretation or application of the agreement by means of negotiation. If the parties are unable to agree, the dispute may be reviewed by Swedish law, the National Board for Consumer Complaints, or by an ordinary court of law.
14. APPLICABLE LAW
The laws of Sweden govern these ‘General Terms & Conditions’ to the fullest extent allowable. Any disputes in connection with an activity or these Conditions must be initiated in the courts of Sweden.
15. REGISTERED ADDRESS
Stockholm Adventures, Kungsbro Strand 21, 112 26 Stockholm, Sweden.
Stockholm ICEguide AB Corporate no. SE556958-0250.
Stockholm 12 OCT 2021