Terms and Conditions
Lupsakka Resort Oy / Lupland
1. Parties
Merchant / Seller
Lupsakka Resort Oy / Lupland
Timontie 7 as 1
97700 Ranua
Finland
Telephone: +358 40 673 3345
Email: info@lupland.fi
Business ID: 3382696-8
Customer
The Customer agrees to comply with these Terms and Conditions and any product-specific or service-specific terms applicable to products, accommodation, activities, packages and other services purchased through Lupsakka Resort Oy / Lupland’s online services or other sales channels.
These terms apply to both consumer customers and business customers, unless otherwise stated.
2. Ordering
General Terms
The prices displayed in the online service include value-added tax, unless otherwise stated.
We apply dynamic pricing for accommodation and certain services. Prices may vary depending on the season, date, availability, demand and booking channel.
We sell products and services to adults and business customers.
We reserve the right to change prices, product descriptions, service contents and delivery terms. The terms applicable to the Customer’s booking are the terms valid at the time of booking.
The Customer is responsible for ensuring that the information provided in connection with the booking or order is correct, including name, contact details, email address, phone number, number of guests, selected dates and any other relevant information.
The Customer must review the product description, service description, accommodation description, safety instructions, arrival instructions and any other booking-specific terms before making a booking.
3. Formation of Contract
A binding contract is formed when the booking, order or payment confirmation has been sent to the email address provided by the Customer.
The Customer pays for the booking or order using the selected payment method and agrees to comply with the terms of the selected payment service provider.
If the payment transaction is not successfully completed at the time of booking, Lupland is not obliged to process or confirm the booking.
The booking system sends the order or payment confirmation to the email address provided by the Customer. The Customer is responsible for checking that the confirmation details are correct and for contacting Lupland without delay if any information is incorrect.
Lupland is not responsible for failed bookings caused by incorrect customer information, failed payment transactions, technical errors outside Lupland’s reasonable control or interruptions in third-party payment or booking systems. If a payment has been charged but the booking has not been confirmed, the Customer must contact Lupland without delay so that the matter can be corrected.
If the booked item, accommodation, activity or service is no longer available due to an error or overlapping booking, Lupland may offer an alternative of at least equivalent value where possible. If no suitable alternative is available or accepted, the amount paid for the unavailable service will be refunded.
4. Consumer Cancellation Right
Under Finnish consumer protection legislation, many online purchases have a 14-day cancellation right. However, this statutory cancellation right does not apply to accommodation services, leisure services, activities, restaurant services or other services that are to be provided on a specific date or during a specific period.
Accordingly, bookings for dated accommodation, activities, guided tours, rental items, packages and other dated leisure services may be cancelled or changed only in accordance with the cancellation terms stated in these Terms and Conditions or in the applicable product-specific terms.
If Lupland sells physical goods that are not connected to a dated service, the statutory cancellation right may apply to such goods in accordance with Finnish consumer protection legislation.
5. Activity Booking Terms
These terms apply to activities, guided tours, experiences, rental items and other bookable leisure services that do not include accommodation, unless otherwise stated in the product-specific terms.
Reservation
The Customer is responsible for reviewing the description, duration, meeting point, required equipment, age limits, health requirements, safety instructions and any other instructions related to the booked activity.
The reservation is binding once the order or payment confirmation has been sent to the email address provided by the Customer.
The Customer must arrive at the agreed meeting point at the agreed time. Late arrival may be treated as a no-show, and Lupland is not obliged to refund the booking price if the Customer fails to attend the service on time.
Cancellation and Changes by the Customer
The cancellation date is the date on which Lupland receives the Customer’s cancellation notice.
The Customer is responsible for ensuring that the cancellation is sent in time and to the correct contact address.
Unless otherwise stated in the product-specific terms, the following cancellation terms apply to activity bookings:
If the Customer cancels the booking 14 days or more before the start of the activity, Lupland will charge a cancellation fee of 20% of the total booking price.
If the Customer cancels the booking less than 14 days but at least 7 days before the start of the activity, Lupland will charge 50% of the total booking price.
If the Customer cancels the booking less than 7 days before the start of the activity, the full booking price will be charged.
If the Customer does not arrive or arrives too late to participate, the full booking price will be charged.
Changes are subject to availability. Lupland may charge any price difference caused by the change.
Weather and Safety
Activities may be affected by weather, snow conditions, ice conditions, temperature, animal welfare considerations, safety risks or other natural conditions.
Lupland may change the route, schedule, content or method of implementation of an activity if this is necessary for safety, animal welfare, weather conditions, force majeure or another justified operational reason.
If Lupland must cancel an activity and no suitable alternative is available or accepted, the Customer is entitled to a refund of the cancelled activity. Lupland is not liable for indirect costs, travel costs, accommodation costs or other additional costs incurred by the Customer due to the cancellation, unless mandatory law provides otherwise.
6. Accommodation Booking Terms
These terms apply to accommodation bookings and to packages that include accommodation, unless mandatory package travel legislation or product-specific terms provide otherwise.
Reservation
The Customer is responsible for reading the accommodation description, booking conditions, arrival instructions, check-in and check-out times, house rules, pet policy, maximum number of guests and any other instructions related to the accommodation.
The booking is binding once the order or payment confirmation has been sent to the email address provided by the Customer.
The accommodation may only be used by the persons stated in the booking and within the maximum occupancy stated in the accommodation description.
Accommodation Cancellation and Change Terms
The cancellation date is the date on which Lupland receives the Customer’s cancellation notice.
The Customer is responsible for ensuring that the cancellation is sent in time.
Different cancellation terms apply during different periods. All changes are subject to availability.
A. 1 December – 9 January
Bookings for this period are binding and non-refundable.
In case of cancellation, modification or no-show, the full amount of the booking will be charged.
Lupland reserves the right to charge the full booking amount using the payment method selected by the Customer, to the extent permitted by the payment service provider’s terms and applicable law.
B. 1 November – 30 November and 10 January – 31 March
If the booking is cancelled or modified at least 60 days before the arrival date, no cancellation fee will be charged.
If the booking is cancelled or modified less than 60 days but at least 31 days before the arrival date, 50% of the total booking price will be charged.
If the booking is cancelled less than 31 days before the arrival date, or if the Customer does not arrive, the full booking price will be charged.
Lupland reserves the right to charge the full booking amount using the payment method selected by the Customer, to the extent permitted by the payment service provider’s terms and applicable law.
C. 1 April – 31 October
If the booking is cancelled or modified at least 7 days before the arrival date, no cancellation fee will be charged.
If the booking is cancelled less than 7 days before the arrival date, or if the Customer does not arrive, the full booking price will be charged.
Lupland reserves the right to charge the full booking amount using the payment method selected by the Customer, to the extent permitted by the payment service provider’s terms and applicable law.
Discounted and Non-Refundable Rates
Bookings made with a discount code, campaign price or non-refundable rate are non-refundable if the booking has been clearly marked as discounted or non-refundable before payment.
In such cases, the full booking price will be charged regardless of the time of cancellation, unless mandatory law provides otherwise.
Transfer of Accommodation Booking
At the Customer’s request, Lupland may transfer an accommodation booking to another date, subject to availability and the following conditions:
The booking may be transferred only once.
The accommodation type or destination may not be changed unless Lupland expressly agrees otherwise.
The transfer must be requested no later than 7 days before the start of the original booking.
The transfer fee is EUR 0, including VAT.
If the transferred booking is later cancelled, the full booking price will be charged regardless of the time of cancellation.
7. Packages Including Accommodation
A package may include accommodation together with activities, meals, rental equipment, transport or other travel-related services.
The cancellation terms applicable to the accommodation part apply to the entire accommodation package unless the package-specific terms state otherwise.
Important: If a package includes accommodation and one or more other travel services, the package may constitute a package travel arrangement or another travel service combination under Finnish legislation. If mandatory package travel legislation applies, the Customer’s statutory rights under such legislation prevail over these Terms and Conditions.
Lupland will provide any mandatory pre-contractual information, standard information forms and insolvency protection information where required by applicable package travel legislation.
8. Merchant’s Right to Cancel or Modify a Booking
Lupland may cancel or modify a booking if this is necessary due to force majeure, safety reasons, weather conditions, illness, technical problems, damage to the accommodation or equipment, animal welfare, official orders, insufficient availability or another reason beyond Lupland’s reasonable control.
Force majeure includes, for example, extreme weather, natural disasters, fire, water damage, pandemic-related restrictions, official orders, strike, serious illness, transport disruptions, power outages, telecommunications disruptions or other events beyond Lupland’s reasonable control.
If Lupland cancels a booking and no suitable alternative is available or accepted, the Customer is entitled to a refund of the cancelled service.
Lupland is not liable for indirect costs, travel expenses, loss of holiday time, loss of profit or other consequential costs caused by cancellation or modification, unless mandatory law provides otherwise.
9. Keys and Access to Accommodation
The Customer will receive key collection or access instructions in the booking confirmation or before arrival.
The Customer is responsible for the proper use and return of keys, key cards, access codes and other access devices.
For a lost, damaged or non-returned key or access device, Lupland may charge the Customer the actual costs of replacement, re-coding, locksmith work or lock replacement, with a minimum charge of EUR 60.
If Lupland must open the accommodation due to a lost key, locked-in key or other reason caused by the Customer, Lupland may charge a service fee of at least EUR 60.
10. Use of Accommodation
The Customer has the right to use the accommodation, its equipment and separately specified services during the booked period.
The Customer must use the accommodation and its equipment carefully and only for normal accommodation purposes.
The Customer must immediately notify Lupland of any defects, damage, missing items or other issues noticed at the accommodation.
The Customer is responsible for maintaining reasonable cleanliness during the stay and for leaving the accommodation in appropriate condition at check-out.
The Customer must remove waste in accordance with the instructions provided.
Smoking is prohibited inside the accommodation unless expressly stated otherwise.
Parties, events, commercial use, subletting and use by persons not included in the booking are prohibited unless expressly agreed in writing with Lupland.
Lupland may charge additional cleaning costs if the accommodation is left in an exceptionally dirty or inappropriate condition.
11. Pets
Pets are allowed only if this is expressly stated in the accommodation description or separately agreed with Lupland in advance.
The Customer is fully responsible for any damage, additional cleaning, disturbance or other costs caused by pets.
Pets must not be left alone in the accommodation without supervision unless expressly permitted.
Pet owners must pay special attention to cleanliness. Lupland may inspect and, if necessary, clean the accommodation after a pet stay and charge reasonable additional cleaning costs if extra cleaning is required.
The Customer must follow all pet-related instructions provided by Lupland and any applicable rules in the surrounding area, including leash requirements.
12. Rental Equipment
The Customer must read and comply with all safety instructions, operating instructions and usage restrictions related to rental equipment.
Rental equipment must be used carefully, only for its intended purpose and only in locations and conditions suitable for the Customer’s skill level and competence.
Rental equipment may not be subleased, transferred to another person or taken outside the permitted area without Lupland’s written permission.
The Customer uses rental equipment at their own risk, subject to Lupland’s statutory liability for defects and safety.
For water-related equipment, such as canoes, kayaks, SUP boards or rowing boats, the Customer confirms that they can swim and have sufficient experience and ability to use the equipment safely.
The Customer is liable for damage, loss or destruction of rental equipment caused by negligent, careless, incorrect or unauthorised use during the rental period.
If equipment is lost or destroyed, Lupland may charge the Customer the replacement value of equivalent new equipment.
Lupland is responsible for repairs caused by normal wear and tear.
13. Damages and Customer Liability
The Customer is liable for damage caused intentionally or negligently to accommodation, rental items, equipment, animals, premises, vehicles, structures or other property of Lupland or its partners.
The Customer is also responsible for damage caused by other persons, children, guests or pets included in or visiting under the Customer’s booking.
Lupland may charge the Customer for repair costs, replacement costs, additional cleaning costs, lost keys, missing items and other direct costs caused by the Customer’s actions or omissions.
14. Natural Conditions
Lupland’s services are provided in natural and northern conditions. The Customer understands that weather, snow, ice, temperature, darkness, insects, animals, northern lights visibility and other natural conditions may vary and cannot be guaranteed.
Lupland is not liable for inconvenience, disappointment or costs caused by ordinary natural conditions, insects, animals, changes in weather, lack of northern lights visibility or other comparable circumstances, provided that the service has otherwise been provided substantially as described.
This clause does not limit the Customer’s statutory rights if the service does not correspond to the information provided by Lupland or is otherwise defective under mandatory law.
15. Complaints
The Customer must notify Lupland of any defect, problem or complaint as soon as possible after the issue arises.
Lupland must be given a reasonable opportunity to correct the issue during the stay or service.
If the matter is not resolved during the service or stay, and the Customer wishes to claim compensation, the complaint must be submitted in writing within one month after the end of the booking.
Lupland aims to process complaints as soon as reasonably possible and no later than within one month.
If the Customer and Lupland cannot reach an agreement, a consumer customer may contact the Finnish Consumer Advisory Services and thereafter submit the matter to the Finnish Consumer Disputes Board.
16. Payment Terms
Lupland uses reliable and secure payment service providers.
Lupland does not store bank details or credit card details.
The Customer agrees to comply with the terms and conditions of the selected payment method.
If payment is made by invoice, the invoice must be paid by the due date stated on the invoice.
If payment is delayed, Lupland may charge statutory late payment interest and reasonable collection costs in accordance with applicable law.
If the payment transaction has not been successfully completed at the time of ordering, Lupland will not process or confirm the order or booking.
17. Physical Products
If Lupland sells physical products that are not connected to dated accommodation, activities or other leisure services, the Customer may have a statutory 14-day cancellation right under Finnish consumer protection legislation.
Returned products must be unused, in saleable condition and returned without undue delay in accordance with the return instructions provided by Lupland.
The Customer is responsible for the ordinary return costs unless otherwise stated.
The statutory cancellation right does not apply to services, accommodation, activities, packages or other leisure services arranged for a specific date or period.
18. Applicable Law and Dispute Resolution
These Terms and Conditions are governed by Finnish law.
Any disputes shall primarily be resolved through negotiations between the Customer and Lupland.
A consumer customer may contact the Finnish Consumer Advisory Services and, if the dispute cannot be resolved, refer the matter to the Finnish Consumer Disputes Board. The Finnish Consumer Disputes Board is an independent and impartial dispute resolution body that issues recommendations in disputes between consumers and businesses.
Business customer disputes shall be resolved in the competent Finnish court, unless otherwise agreed in writing.