FeelTromso - The North belongs to us

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I. General

  1. These Terms and Conditions apply when entering into an agreement to rent holiday accommodation, car, and/or additional services between clients and FeelTromso, as a provider of holiday accommodation, rental car and/or additional services.
  2. Information given on the website www.feeltromso.no and/or in other FeelTromso marketing material, if not stated and agreed differently in other travel documents / agreements (mail, communicators), together with these general terms and conditions, constitute the whole agreement between FeelTromso and the client. FeelTromso does not warrant for any information provided by any third party.
  3. The agreement is valid from the moment of booking confirmation provided by FeelTromso.

II. Prices and Payments

HOLIDAY STAY PACKAGES (as well as Accommodation, Car Rental, All-inclusive Packages, SkiTouring & other activities as well as Private Day Tours)

  1. The price for selected services, if not displayed on FeelTromso website, is agreed between the parties and confirmed in separate email and/or message. 
  2. The payment must be effectuated by bank transfer on the bank account indicated by FeelTromso. 
  3. The first instalment of 40% must be paid on FeelTromso bank account within 3 days from the booking confirmation. The second instalment of 60% must be paid maximum 30 days before the start of the agreed services / rental and must be received by FeelTromso latest at this date.
  4. The parties may individually agree different payment method and / or due dates than stated above.
  5. FeelTromso reserves themselves the right to cancel the booking if the payment for services / rental does not appear on their bank account in time. 
  6. If the second instalment is not paid within 30 days prior to start of the services / rental and the client does not send the official cancellation note in written in this term, the total amount of the first instalment is kept by FeelTromso.
  7. If the agreement is made less than 30 days prior to start of the services / rental the client is obliged to pay 100% of the price immediately.

ONE DAY TOURS (Aurora Evening Tour, It’s a Fjord World, Feel Senja - except for Private Day Tours - see above)

  1. The price for selected tours, if not displayed on FeelTromso website, is agreed between the parties and confirmed in separate email and/or message.
  2. The convenient payment procedure is indicated by FeelTromso and the payment itself must be effectuated before the tour starts.
  3. The full price of the selected tour must be paid upon the tour booking unless the parties agree differently.

III. Cancellation

HOLIDAY STAY PACKAGES (as well as Accommodation, Car Rental, All-inclusive Packages, SkiTouring & other activities also Private Day Tours)

  1. Cancellation must be in writing (email or e-communicator) and is valid from the moment of its receipt by FeelTromso.
  2. If cancelled after the first instalment was paid, but more than 30 days prior to the start of the services / rental,  the cancellation fee is 20% of the total amount of the services / rental due to be paid. 
  3. If cancelled 30 or less days prior to the start of the services / rental there is no refund unless the client finds a replacement client for the services / rental agreed and the new client finalises the agreement and payment. In that case the cancellation fee for the original client is 10% of the total amount of the price for originally agreed services / rentals (to cover administrational expenses).
  4. The client must him/herself arrange for travel insurance including civil liability and cancellation insurance to cover any costs as a result of illness or other circumstances that prevent the client from making use of booked holiday stay / rental / services. In the event of stay / trip / tour cancellation, after notifying FeelTromso about the cancellation, the claim for the compensation shall be sent directly to the insurance company. 
  5. As the northern lights are the phenomenon of nature, FeelTromso will do their reasonable best to spot it for you, but can not guarantee you will see it. There’s no refund if you will not see the aurora during your stay. 

ONE DAY TOURS (Aurora Evening Tour, It’s a Fjord World, Feel Senja - except for Private Day Tours - see above)

  1. Cancellation must be in writing (email or e-communicator) and is valid from the moment of its receipt by FeelTromso.
  2. Total amount deducted of bank transaction fees will be refunded if cancellation is made maximum 24 hours before the tour starts. 
  3. If the cancellation happens less than 24 hours before the tour starts, no refund will be made. This no matter for the reason of cancellation: change or delay in plane / cruise schedule, blocked roads, natural catastrophes, late arrival of the client at the meeting point, no-show at the meeting point for any other reason. 
  4. The client must him/herself arrange for travel insurance including civil liability and cancellation insurance to cover any costs as a result of illness or other circumstances that prevent the client from participating in the booked tour / services. In the event of tour cancellation, after notifying FeelTromso about the cancellation, the claim for the compensation shall be sent directly to the insurance company. 
  5. FeelTromso reserves themselves the right to cancel the tour in specific situations out of their control, example, among others: weather conditions will not allow to organise a safe tour - safety is the priority, the guide’s unforeseen sickness, the vehicle’s breakdown or not enough participants booked for the given tour. In this case FeelTromso will propose an alternative tour / date or will provide a full refund to the clients. In similar cases the client has no right to any other compensation.
  6. As the northern lights are the phenomenon of nature, FeelTromso will do their reasonable best to spot it for you, but can not guarantee you will see it. There’s no refund if you will not see the aurora during the tour. 

IV. The client’s responsibilities

  1. The client confirms that he is in good enough health conditions to participate in booked FeelTromso tours, stays or other services. As our services include, among others, snowshoeing, walking on snowy / icy / muddy surfaces, moving around in challenging arctic weather winter conditions, the client must be fit enough and participates in our tours / stays / services on his/her own responsibility. The client is obliged to wear appropriate clothing and inform the guide about any preexisting medical conditions so we can better help him/her in case of emergency. FeelTromso reserves a right to judge if the client is fit enough / dressed properly to join our tour and may cancel the booking (even last minute) with full refund but not additional compensation in case we have doubts about the client’s safety.
  2. FeelTromso tours’ participants must be minimum 16 years old and, if minor to 18 years old, must be accompanied by the adult. We can organise tours / stays for families / groups with children but exclusively in private formula. There are no discounts for minor participants.
  3. The client must obey local law and cultural customs.
  4. The client shall treat the property and inventory and any other material that is available for the client, properly. The holiday home, the rented room or car or any other materials that are handed to the client shall be returned in the same condition as it was at the takeover.
  5. The client is obliged to leave the holiday home / room / car in a tidy and thoroughly cleaned condition. It must be left in the same condition one would like to acquire it.
  6. Cost for missing or inadequate cleaning will be billed to the client.
  7. The client is obliged to compensate any damage caused to the property by his/her negligence and has the corresponding liability for such damage caused by persons participating in the rent or client’s guests. The client must inform FeelTromso in written (email or e-communicator) about this kind of situation and any damage as soon as it happens or the client realises it.
  8. The rental car must be fuelled at the return to the same amount as at the pick-up. Usually client picks-up the car with the full tank and returns it with the full tank of the right fuel as well. Shall there be a significant difference in the amount of given / received fuel the client will be obliged to pay the difference and the additional fee of 200 NOK will be imposed.
  9. The client is obliged to observe road traffic regulations, parking rules as well as to adjust the speed of the rented vehicle and driving style to the weather and road conditions.
  10. Before the rental car period starts the client must provide FeelTromso with a scan/photo of the driving license as well as home address of the driver. Shall FeelTromso get any penalty fee document after the rental agreement ends, but for the rental period, the penalty fee document will be sent to driver’s home address and the driver is obliged to pay the fee immediately as indicated on the penalty fee document.
  11. All the additional fees not included in rental price (among others: tunnels, city gates, ferries) will be sent to the client by FeelTromso after receiving the third parties’ invoices usually after the rental ends and the client is obliged to pay them at the short notice.
  12. FeelTromso cars are covered with civil liability and auto casco insurances, however in some cases indicated by the insurance company it might happen that there is the driver’s own financial contribution into the damage.
  13. At an additional price estimated by the insurance company based on the age and driving experience of the driver, the client may acquire a so called Full Casco option that cancel driver’s own financial contribution for the damage. In that case the client shall notify FeelTromso that he would opt for Full Casco and in order for the insurance company to estimate the price of Full Casco cover, the client shall send the driver’s licence scan to FeelTromso at least two weeks before the rental starts.
  14. The client is obliged to have an adequate travel insurance for the whole length of his/her stay in Norway. The insurance must cover all the client’s planned activities including cost of rescue operations (in actic mountains and on the sea), hospital costs, medical transport back to the country of origin, civil liability, cancellation costs. We recommend that EU/EEA citizens bring their European Health Insurance Card with them along with the private travel insurance. 
  15. The client herewith confirms his understanding of inevitable risks involved with his/her planned stay / tour with FeelTromso, especially while doing outdoor activities like - among others - ski-touring, mountaineering, hiking, trekking, snowshoeing, sea fishing and herewith declares that he/she takes them up solely at his/her own responsibility regardless of using a guiding service supplied by FeelTromso.
  16. On FeelTromso tours the client must not be under influence of alcohol or any illegal drugs. We reserve the right to deny client’s participation in FeelTromso tours and in such a case there will be no refund nor any compensation for the client.
  17. The client must observe the originally agreed timing of rental car pick-up/return and/or check-in / check-out to the booked accommodation. In special circumstances and if possible, FeelTromso may modify the agreed times in favour of the client.
  18. The detailed instruction of using the holiday house / rented room is provided in each accommodation spot. It contains information about electricity, heating, use of household equipment and other relevant instructions and indications. The client is obliged to observe those rules and instructions accordingly and if having any doubts is obliged to contact FeelTromso immediately for clarification.

V. Defects and complaints

  1. Any complaints must be notified to FeelTromso immediately after their reason is discovered.  
  2. FeelTromso will try to fix the defect in shortest possible time however the tenant at the accommodation or the driver of the rented car  shall contribute to minimise damages, defects and flaws and help to keep losses as low as possible for the rented house / room / car.
  3. Compensation can not be claimed for any loss or damage caused by the client’s own negligence or condition.

VI. FeelTromso’s responsibilities

  1. In the unlikely event that the accommodation or car rental agreement is not able to be carried out due to the reasons beyond FeelTromso control and that were not expected at all at the moment of settling the agreement, FeelTromso may cancel the rental agreement with the refund of the total amount already paid by the client. FeelTromso will try to help the client with searching the similar accommodation / car rental in the period booked by the client. 
  2. FeelTromso is not responsible for any loss arising from theft or other external influences which may affect the client’s personal belongings. 
  3. FeelTromso is not responsible if the tour / stay / holiday accommodation or car rental is not complete or impossible because of force majeure such as severe weather conditions, blocked roads, natural disasters, war, epidemics, closed borders, strikes and similar. In that case FeelTromso is not held liable for any loss or increased costs incurred as a result of such a change / cancellation. If the tour  / stay is cancelled or shortened by any of the parties because of force majeure or any other significant reason that my affect the safety of the clients, the client will not be entitled to proportionate price reduction or refund. FeelTromso is obliged, to the extent possible, to eliminate any risk or inconvenience to the client.

VII. Miscellaneous

  1. FeelTromso website and other marketing materials are all subject to errors and changes. We are not responsible for any misinformation or clients’ misunderstandings of the rules / offers.
  2. The pictures taken during FeelTromso tours / stays may be used for promotional purposes in print or online. If the client does not agree on his/her image being used he/she need to let us know by writing (email) within a week after we send you the pictures from your tour / stay. 
  3. FeelTromso owns the photos taken during the tours / stays. FeelTromso shares the photos with the clients free of charge but the clients are allowed for private use only, including sharing on social media. 
  4. Disputes between clients and FeelTromso shall be resolved amicably. 

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