TERMS AND CONDITIONS KIRKENES SNOWHOTEL AS

KIRKENES SNOWHOTEL AS
Sandnesdalen 14 9910 Bjørnevatn
KIRKENES, NORWAY org nr: 983 42 7685
Tel +47 7897 0540 Fax +47 7897 0541
info@snowhotelkirkenes.com www.snowhotelkirkenes.com

TERMS AND CONDITIONS

These terms and conditions apply to your booking for an overnight stay and/or activity booking at Kirkenes Snowhotel AS / Radius Kirkenes AS. Please read them carefully, as you will be legally bound by them.

YOUR CONTRACT

Your contract is with Kirkenes Snowhotel AS / Radius Kirkenes AS. When you make a booking you guarantee you have the authority to accept the terms of these booking conditions on behalf of your party and accept responsibility for making all payments to us for all members of the party. Furthermore, you consent to our use of your personal data in accordance with our Privacy Policy and you are authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements). We are unable to accept provisional or conditional bookings. We will send all documents and other information to you and you will be responsible for ensuring that all other members of the party are kept fully informed. Any change must be informed by mail to info@snowhotelkirkenes.com

If you book your holiday through a third partner, a travel agency, for example, all communication must be through that agent. Please quote your booking reference number in all communications.

PAYMENT AND CANCELLATION

Once you have asked us to confirm your booking the total price of the arrangements you have booked is due and is payable as follows:
If a booking is made by our booking staff, you will receive a payment link. This link is valid 24 hrs.
Your booking will be cancelled if we do not receive payment by the due hours, (we will not normally send reminders).

ONLINE BOOKINGS
Bookings made online require full payment at the time of booking. See cancellation terms further down.
Payment options will be presented in our web shop, or in case of reservations made on the spot, during the booking process.

FITNESS TO TRAVEL: PREGNANCY, DISABILITY OR REDUCED MOBILITY, MEDICAL/MOBILITY EQUIPMENT

Pregnant women should not use the snowmobile or the sledge pulled by the snowmobile as the vibrations and exhaust fumes may be harmful. In addition, pregnant women should not use the sledge pulled by huskies. We do not recommend joining the boat excursions either if pregnant. If the programme requires special organisation (e.g. additional transport), Kirkenes Snowhotel AS shall not be responsible for the possible extra costs. Pregnant women are highly recommended to seek medical advice prior to travel at any stage of their pregnancy.

Passengers who need assistance and/or have special requests or need special facilities or equipment with regard to accommodation, activities or services required or need to bring medical equipment must notify us at the time of booking. If there are any particular conditions, disabled or reduced mobility which require personal care or supervision then such personal care or supervision must be organised by the passenger and at the passenger’s expense. Note, that most of the activities have a category, where a person needs to be mobile.
For more info, please, contact us via info@snowhotelkirkenes.com

SERVICE LANGUAGES
The language used for guiding and during all services is English if not otherwise stated or agreed.

PRICES

All prices are in Norwegian krones (NOK) and are based per person unless otherwise stated. The given prices include VAT according to the Taxation Laws and regulations of Norway.
For children of age 07-11 years special child rates apply. Children between ages 07-11 years receive a 50% discount.
We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. We also reserve the right to increase the price of confirmed holidays solely to allow for increases which are a direct consequence of changes in:
- the level of dues, taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, V.A.T etc.

Special deals in online shops that offer lower rates do not affect existing bookings.

CHANGES

• Changes are subject to availability
• No change fee
• Potential difference in fare, according to prices published at wwww.snowhotelkirkenes.com must be paid (a payment link will be sent for immediate payment)


If you wish to change your travel arrangements after they have been confirmed we will do our utmost to help but it may not always be possible. Any request for changes to be made must be in writing by the person who made the booking or travel agent.
All changes or alterations to be made to the reservation shall be made in writing within office hours in Norway, via info@snowhotelkirkenes.com. The requested changes are subject to the written approval of Kirkenes Snowhotel AS.


CANCELLATION POLICY

FIT Bookings:
Activities and accommodation:
For all products the following cancellation fees apply:
• More than 48 hrs to departure: No cancellation fee
• 48 hrs or less to departure/no show: 100 % cancellation fee

FIT Bookings: Packages*
Activities or accommodation with duration of two days or more:
For all activity products lasting from two days or more the following cancellation fees apply:
• More than 30 days: No Cancellation fee
• 29 days or less/no show: 100% cancellation fee
*)Two or more products in one booking

Group Bookings (10 people or more):
Activities and accommodation:
• More than 30 days: No Cancellation fee
• 29 days or less/no show: 100% cancellation fee

Please, check that you have travel insurance that covers your costs in case of short term cancellation.

If you have to cancel for a reason covered by your travel insurance we will send the documents needed, like valid booking confirmation(s), receipts of pament.

ANIMALS

All animals used in the Services (reindeer rides, horse rides and husky rides) are trained as far it is possible for the activity. However, behaviour of animals can never be fully predicted and therefore, in order to reduce risks, given safety and other instructions have to be obeyed.

MOTOR LIABILITY INSURANCE

All the coaches or other motorized transport vehicles used in traffic in Norway must have valid Motor Liability Insurance. Compensation for damages or injury resulting from a road accident shall be covered by the valid Motor Liability Insurance of the vehicle that caused the accident. Under the provisions, any person suffering bodily injuries is entitled to receive compensation for the cost of medical treatment, pain and suffering, and handicap, in accordance with the terms and conditions of Motor Liability Insurance and laws and regulations of NORWAY.

SNOWMOBILE SAFARIS

All snowmobiles used in safaris are insured as required by Norwegian law and the coverage is subject to the Motor Liability Insurance terms and conditions. Safari participants are held liable for damages caused to snowmobiles. The amount of the compulsory deductible expense is at most NOK 6000 per driver per snowmobile per incident. The driver of the snowmobile must be at least 18 years of age and in possession of a valid driver’s license in Norway. Norwegian law prohibits driving a snowmobile under the influence of alcohol. As the responsible safari organizer, Kirkenes Snowhotel AS reserves the right to change the routing, schedules and duration of the excursions if necessary, due to prevailing weather conditions, or if deemed advisable due to safety reasons and the comfort of the participants. Kirkenes Snowhotel AS also reserves the right to discontinue the safari if a participant is seen as a potential danger to him/herself or to others, or is in poor health.

NOTE! Take your driver’s license with you on the snowmobile safaris as the Police may check the validity of the license during the safari!

OTHER INJURIES

Kirkenes Snowhotel AS is not liable for any accidental damage or injury, which has to be indemnified under the travel insurance of a customer. Personal travel insurance is always highly recommended. Program services e.g. snowmobile, husky safaris can be physically demanding, and the participants may be exposed to different kinds of physical strain. In case the Consumer is having any illnesses or disabilities (for instance heart disease, asthma, diabetes, epilepsy, back or hip problems) that could affect his/her ability to take part in the Services, or if she is pregnant, she/he should, prior to participating in any Services, consult medical experts about her/his ability to participate in the Service in question. Should the Consumer have an illnesses or disability of this nature, he/she acknowledges that he/she participates in the Service at his/her own risk.
All guests are advised to arrange their own travel insurance that covers also winter sports, snowmobile tours, boat trips, fishing tours, husky safaris, and general winter and summer activities. Check with your insurance company and make sure that you have fully understood what is included to your travel insurance. Kirkenes Snowhotel AS cannot issue this insurance.

FORCE MAJEURE

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “unavoidable and extraordinary circumstances”, meaning any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions (lack of snow, or other natural conditions), etc, which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) control.

COMPLAINT PROCEDURE

If there is a problem during your holiday at Kirkenes Snowhotel, you must report it to Kirkenes Snowhotel AS immediately, so that efforts can be made promptly to resolve the problem. In the unlikely event that a problem cannot be resolved at the time and you wish to submit a complaint, you must send it via info@snowhotelkirkenes.com within 7 days after the insident took place. Failure to take either or both of these steps will prejudice our ability to resolve your problem and/or investigate it fully. You must supply full details to enable us to deal with your complaint.
These terms and conditions shall be governed by and construed in accordance with the Norwegian Law. The Norwegian Courts shall have the exclusive jurisdiction to settle any dispute, controversy or claim related to such a demand. The District Court of ØST-FINNMARK, placed in Vadsø, Norway, shall be the court of first instance.

INSURANCE

It is a condition of the contract with us that every member of the booking has travel insurance in force for the entire duration of the booking, covering at least the cancellation of the booking and providing medical cover for illness or injury and repatriation while overseas. You must establish that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance coverage, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

VALIDITY OF TERMS AND CONDITIONS

These terms and conditions are valid from May 2019 and the details and prices may be superseded.

DATA PROTECTION

In order to process your booking and ensure your travel arrangements run smoothly and meet your requirements we, Kirkenes Snowhotel AS / Radius Kirkenes AS, need to use the information you provide such as name, address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law.
We will not pass any information on to any person not responsible for part of your travel arrangements. This applies to any special categories of data that you give to us such as details of any disabilities, or dietary/religious requirements. We will obtain your explicit consent, at the time of booking, to collect and process these special categories of data and to pass them on to the relevant suppliers. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. Please note that information held by your travel agent is subject to your agent’s own data protection policy. Kirkenes Snowhotel AS / Radius Kirkenes AS is not responsible for the privacy practices of any other companies.

Please see our privacy policy for full details on how we process your personal data.

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PRIVACY POLICY

This Privacy Policy (”Privacy Policy”) describes how KIRKENES SNOWHOTEL AS (company reg no 983 427 685 ) (”KIRKENES SNOWHOTEL”, ”we”, ”us”), process your Personal Data. “Personal Data” is any information with which one can, directly or indirectly, identify a physical person. Please read this Privacy Policy carefully to understand how and for what purposes we process your Personal Data.

We process your Personal Data when you use our services (“Services”) as described below. We care about your privacy and comply with applicable law aiming to protect you as an individual. This Privacy Policy describes the foundation of how we process Personal Data you share with us or that we collect when you use the Services.

We aim to maintain a high level of protection of your integrity. KIRKENES SNOWHOTEL processes Personal Data mainly to administer, provide, develop and maintain the Services, handle your bookings, optimise your experience of the Services and to communicate with you.

If we make changes to this Privacy Policy, we will notify you. The means of notification varies depending on what Services you use and when. The new terms will always be published on KIRKENES SNOWHOTEL’s website.

If you provide us with Personal Data concerning other persons, you are responsible for ensuring that KIRKENES SNOWHOTEL is allowed to process that Personal Data in accordance with this Privacy Policy.

COLLECTION AND PROCESSING OF PERSONAL DATA

KIRKENES SNOWHOTEL only processes your Personal Data in accordance with applicable law.

KIRKENES SNOWHOTEL may collect Personal Data directly from you when you use the Service (for instance when you book a hotel room or activities). We may also receive and transfer your Personal Data from and to companies KIRKENES SNOWHOTEL or our partners (e.g. if you have used a travel agency / tour operator to book a hotel room). We may use different means to collect your Personal Data (for example bookings via tour operator, via Booking.com, via Expedia.com, direct booking etc. ) Depending on what Service you use the means of collecting and the purpose of processing may vary.

KIRKENES SNOWHOTEL will process your Personal Data for the purposes outlined below, and the purposes described to you when you use a specific Service. When your consent is required by law in order for us to process your Personal Data, we will collect your consent prior to processing.

WHAT PERSONAL DATA DO WE PROCESS AND WHY?

Handle bookings

If you book a hotel room, meals, activities and transfers, with us, we will process your Personal Data in order to provide, handle, administer, follow up and obtain payment for your booking. This includes processing in order to remind you or inform you of your booking when you are to stay with us.

Personal Data
• Identity related data such as name
• Contact details such as e-mail address, telephone number, address
• Preferences and other requests or needs
• Sensitive personal data regarding for instance health (e.g. if you book room to guests needing assistance or no stairs)
• Other data you provide when making your booking (e.g. regarding persons you travel with)
Legal basis for processing
The processing is necessary in order for us to fulfill our agreement with you.
Retention period: Until you are our customer or until you object further processing

Processing based on KIRKENES SNOWHOTEL’s legitimate interest

Newsletter and other direct marketing, customer surveys

If you use our Services we may process your Personal Data in order to send you newsletters containing relevant information and offers about our services, through different information channels, such as post, e-mail or our other digital channels, as long as you are our customer. We may also send you customer surveys that give you the opportunity to influence the range of products and services we provide. Our processing of sending you direct marketing and customer surveys are based on our legitimate interest.

If you wish to no longer receive newsletters or other direct marketing from us, you can object to further processing by contacting us by email info@snowhotelkirkenes.com. If you object to our continued processing, your Personal Data will be deleted or anonymised (unless the Personal Data in question is also processed for other purposes) and you will no longer receive direct marketing from us.

Personal Data
• Identity related data such as name
• Contact details such as e-mail address, telephone number, address
Legal basis for processing
The processing is based on our legitimate interest of sending direct marketing and customer surveys.
Retention period: As long as you are our customer or before that if you object to further processing.

Processing based on legitimate interest of direct marketing and surveys

Handling of customer service inquiries

We may process your Personal Data in order to respond to, assist, follow up and handle your customer service inquiry. This includes communication necessary in order for us to respond to questions you have submitted to us via telephone, e-mail, social media or other communication channel. We may also process your Personal Data in order to handle complaints or support inquiries, including technical support.

Personal Data
• Identity related data such as name
• Booking data
• Contact details such as e-mail address, telephone number, address
• Technical data, e.g. about your IT equipment
• Sensitive personal data regarding for instance health (e.g. if you book room adapted to disabled guests)
• Receipt details, e.g. previous purchases
• Other Personal Data you provide as part of your inquiry
Legal basis for processing
The processing is based on our legitimate interest of handling customer service inquiries.
Retention period: Six months after the customer service inquiry has been closed in order to administer and to follow up on your inquiry.

Development and assessment of our Services, products and systems

We may process your Personal Data to adapt, develop and maintain our Services in order to improve user friendliness, product and Service range, quality and efficiency from an environmental and sustainability perspective. We may also process your Personal Data in order to diagnose errors, optimise technology and improve our IT systems (e.g. to ensure that KIRKENES SNOWHOTE’s booking & IT systems are not used by unauthorised persons).
We analyse the data we collect about you, e.g. by means of our analytics tools on our website. The analysis is anonymised and is carried out in an aggregated form. The information from the analysis can never be connected to a specific person. The analysis helps us develop our IT systems, website and product and Service range.

Personal Data
• Identity related data such as name
• Contact details such as e-mail address, telephone number, address
• Booking data
• Digital identifiers, e.g IP address
• Technical data, e.g. about your IT equipment
Legal basis for processing
The processing is based on our legitimate interest of being able to develop and improve our Services and products.
Retention period: Maximum 38 months from collection.

Legal obligations

We may also process your Personal Data if we are compelled to do so by law, court or public authority, e.g. to fulfil our obligations with regards to financial reporting, under tax law or due to a decision by the police department or other authority.

Personal Data
• Identity related data such as name
• Payment data
• Booking data
• Contact details such as e-mail address, telephone number, address
• Receipt details, e.g. previous purchases
Legal basis for processing
Processing is based on legal obligations.
Retention period: In accordance with national law in respective country.

Recruitment

If you submit a job application (general or for a specific role) via our website or our other communication channels, we process your Personal Data in order to evaluate your application and recruit staff. This includes, if applicable, references and background checks if part of the recruitment process.
We kindly ask you not to send us any sensitive Personal Data (e.g. information revealing health conditions, race or ethnicity).
If you are offered and accept employment with us, some of the Personal Data we have collected during the recruitment process will form part of your employment contract.

Personal Data
• Identity related data such as name
• Contact details such as e-mail address, telephone number, address
• Recruitment details, e.g. CV, personal letter
• Information regarding what role, area, country and type of employment you have applied for
• Sex, citizenship and nationality
• Grades, certificates, work experience, education or other information you voluntarily provide us with as part of your application
Legal basis for processing
Processing is based on your application.
Retention period: Your application is saved throughout the entire recruitment process. If you are not offered a job with us we may save the information we have collected up to 24 months after the recruitment process has finished. General applications may be saved up to 12 months from submission, unless a recruitment process has been initiated.

FOR HOW LONG IS YOUR PERSONAL DATA RETAINED?

Your Personal Data is retained as long as it is necessary in order for us to fulfill the purposes of our processing. Thereafter we will in a secure way delete or anonymise your Personal Data to the extent that it is no longer possible to identify you or know that the data relates to you. You will find a pre-defined retention period below each of the processing activities in the tables above.

KIRKENES SNOWHOTEL deletes Personal Data in accordance with applicable law and the criteria outlined above. This means that KIRKENES SNOWHOTEL deletes or anonymises your Personal Data when the Personal Data is no longer required for the purpose of processing.

TRANSFER OF PERSONAL DATA AND RECIPIENTS WITH WHOM WE SHARE INFORMATION

We may share your Personal Data with third parties. As detailed above, your Personal data may be transferred to companies within and outside the EU/EEA that operate with KIRKENES SNOWHOTEL or to our suppliers related to fulfilling our services and obligations to you. We never sell your personal data and KIRKENES SNOWHOTEL will always enter into necessary data processing agreements with the companies that process your Personal Data on our behalf all to ensure an adequate security level for the processing of your Personal Data.

Suppliers
We may, in order to fulfil the purposes with our processing of your Personal Data, use other companies to fulfil our obligations to you. To that end, we will share or transfer your Personal data with or to companies that provide services to KIRKENES SNOWHOTEL, including, but not limited to, our suppliers providing customer service, delivery services, analysing services, communication and marketing services. KIRKENES SNOWHOTEL may also share your Personal Data with our suppliers providing hosting, storage, technical support and maintenance of our IT solutions. Furthermore we may transfer your Personal Data to our payment service providers who provide us with payment solution services, in order to facilitate your payment to us. Our suppliers only process your Personal Data in accordance with our documented instructions and may not use your Personal Data for their own purposes. They are also required by law to protect your Personal Data from unauthorised access and similar.

Other recipients
We may as the case may be transfer your Personal Data to other recipients than those outlined above if it is necessary in order for us to fulfil the purposes outlined in the table below.

Repient Purpose Legal basis for transfer

Public authorities
We transfer Personal Data to public authorities if we are required to do so by law.
The processing is necessary for compliance with a legal obligation to which
we are subject.

Debt collectors
If you do not pay we may transfer your Personal Data to a debt collector agency in order to collect your debt owed to us.
The processing is necessary for our legitimate interest of receiving payment for Services rendered.

Courts, appellant/appellee, etc.
If there is a trial or similar, we may transfer your Personal Data to the court, public authority or appellant/appellee as the case may be, in order to protect our interests.
The processing is necessary for our legitimate interest of being able to defend ourselves or protect our interests.

Re-organisation, merger or acquision
If KIRKENES SNOWHOTEL re-organises its organisation or for other reasons sells parts or the entirety of its business to a third party, your Personal Data may be transferred together with the business.
The processing is necessary in order to fulfil our legitimate interest of selling business, merger or acquisition.

HOW ARE YOUR PERSONAL DATA PROTECTED?

KIRKENES SNOWHOTEL has implemented appropriate technical and organisational measures to protect your Personal Data against for instance loss, manipulation and unauthorised access. We continuously adapt our security to new technology in order to maintain high security levels.

THIRD PARTY APPLICATIONS/WEBSITES

KIRKENES SNOWHOTEL services may contain links to other applications and/or websites over which KIRKENES SNOWHOTEL has no control. This Privacy Policy is only applicable to your use of KIRKENES SNOWHOTEL’s own Services. KIRKENES SNOWHOTEL is not responsible for the content of any linked applications/websites and the processing of Personal Data that may be undertaken by the owner or operator of linked applications/websites.

YOUR RIGHTS

Privacy law gives you several rights in relation to our processing of your Personal Data. If you would like to use your rights, please contact us by sending an e-mail to info@snowhotelkirkenes.com
• Access to your Personal Data
You have the right to obtain from us a confirmation as to whether we process your Personal Data, and where is the case, access to the Personal Data along with information about the processing and your associated rights, a so-called subject access request.
• Request for rectification
If you think that certain Personal Data that we process concerning you is incorrect or incomplete, you have the right to request rectification. In order for us to change the Personal Data, you need to contact us by email info@snowhotelkirkenes.com. KIRKENES SNOWHOTEL is not responsible for problems caused by your Personal Data being incorrect if you have omitted to inform us thereof.
• Withdrawal of consent with effect from the withdrawal and onwards
To the extent that we process your Personal Data based on your consent, you may at any point in time withdraw your consent to the processing. The withdrawal of your consent does not affect the lawfulness of processing based on consent prior to the withdrawal.
• Objection to processing for the purpose of direct marketing
As mentioned above, you have the right to object to processing for the purpose of direct marketing. You can contact us by email info@snowhotelkirkenes.com .
• Objection to certain processing activities
You have the right to object to processing that is based on our legitimate interest, if you have personal reasons therefore. We may however continue to process your Personal Data if, even if you object thereto, we have compelling legitimate grounds for the processing that override your integrity interest.
• Deletion
You have the right to request that your Personal Data is deleted. This is not the case when it comes to Personal Data that we process due to law or an agreement with you.
• Restriction of processing
You have the right to request that the processing of your personal data is restricted. Please note that this may prevent us from providing you with all our Services.
• Dataportability
You have the right to receive a digital copy of your Personal Data that we process in a commonly used, structured and machine readable format (dataportability) to move to and use with another supplier. The right to dataportability, in difference to subject access right, only applies to the Personal Data that you have provided us with and that we process based on your consent or our fulfilment of an agreement with you.
• Lodge a complaint with a supervisory authority
If you are not happy with the way we process your Personal Data or if you for another reason believe that we have processed your Personal Data in an unlawful manner, you have the right to lodge a complaint with the supervisory authority responsible for data protection.

WHO DO YOU CONTACT IF YOU HAVE QUESTIONS?

If you have any questions, comments or complains regarding our processing of your Personal Data our our compliance with the Privacy Policy and applicable privacy law, please feel free to contact us.

Contact details
KIRKENES SNOWHOTEL AS
SANDNESDALEN 14
9910 BJØRNEVATN, KIRKENES, NORWAY
(visiting address & official & postal address)
Email info@snowhotelkirkenes.com

KIRKENES SNOWHOTEL AS - ALL RIGHTS RESERVED