BOOKING AND PAYMENT TERMS
Lost in Lapland Oy (hereinafter also referred to as the Lessor) follows the following terms when ordering accommodation services, making reservations, and canceling booked services. These terms become binding on both parties once the customer has made a reservation. The person making the reservation must be an adult (min. 18 years old).
BOOKING AND PAYMENT
Upon booking, the customer will receive an email with the booking fee, final payment, and booking confirmation.
Additionally, the customer will receive resident instructions and driving directions to the key collection point and accommodation via email.
ONLINE/DIRECT BOOKING
Booking Fee (30%)
The booking is confirmed once the customer has paid a 30% advance payment via online booking or by the due date on the invoice. If the booking is made less than six weeks before the stay begins, no separate advance payment is required.
Final Payment (70%)
The final invoice (70%) must be paid at least one month before the stay begins or by the due date.
Any objections to the invoice must be reported within seven days of the invoice date. The payment is made via SEPA transfer (IBAN account number and bank BIC code) using the reference number on the invoice.
VAT is charged according to applicable legislation.
A 20€ service fee is charged in addition to the rent.
Bookings made through Booking.com or other booking channels are charged according to the respective channel’s rules.
CANCELLATIONS
Cancellations must always be made in writing or by email to info@lostinlapland.fi.
A cancellation is considered effective from the moment Lost in Lapland receives the cancellation notice.
If the customer proves that the cancellation was made and sent to the correct address at the correct time, the cancellation will be accepted even if it is delayed or does not arrive at all.
If the customer cancels the booking:
- At least 30 days before the start of the stay, the advance payment and final payment will be refunded, minus a 50€ cancellation fee.
- Less than 30 days before the start of the stay, the full rental amount will be charged.
Note: Bookings made through Booking.com or other booking channels must be modified and canceled through the same channel where the reservation was made. The right to modify and cancel does not apply to bookings that do not include such rights in their terms. The applicable cancellation terms may vary depending on the selected hotel, room type, timing, and possible promotional offers. The cancellation terms specific to the customer’s booking are stated in the product description at the time of booking.
It is the customer’s responsibility to carefully review the applicable cancellation terms before making a reservation.
Medical Cases:
It is recommended to have travel insurance in case of illness.
Reservation Changes:
If the customer changes the holiday destination or the dates of their stay, it is considered a cancellation of the previous reservation and a new booking.
Late Arrival or No-Show:
If the customer does not check in to the accommodation or arrives late, they are not entitled to a refund. If the customer leaves the accommodation before the rental period ends, no compensation is paid for the unused time, and the customer is not entitled to a refund.
LESSOR’S RIGHT TO CANCEL A RESERVATION
If an unforeseen event (force majeure) occurs, the Lessor has the right to cancel the reservation and must notify the customer as soon as possible. In this case, the customer is entitled to a full refund of the rental payment. If payments related to the reservation are not made on time, the Lessor has the right to cancel the reservation.
KEY COLLECTION
The resident instructions sent with the final invoice provide detailed information about key collection. Holiday accommodation keys are available from 4:00 PM on the arrival day.
If the customer does not return the cabin keys and is deemed to have lost them due to negligence, the actual cost of changing the cabin locks will be charged, minus any possible deposit.
STAYING AT THE ACCOMMODATION
The accommodation is available from 4:00 PM on the arrival day until 10:00 AM on the departure day.
The checkout time is stated in the invoice and booking confirmation.
The rent includes:
- The right to use the booked accommodation for the reserved period
- Final cleaning of the holiday home (versus to the customer’s own departure cleaning)
- Normal energy consumption, furniture, basic kitchenware, cutlery, and bedding
Dishwashing detergent, basic spices, toilet paper, and kitchen towels are not included in the rental price.
Bed linens and towels are not included unless otherwise stated in the accommodation description.
The customer must use bed linens.
Bed linens and towels can be ordered for most accommodations at the time of booking. The customer must confirm their availability in advance with Lost in Lapland Oy. During the stay, the customer is responsible for cleaning the accommodation and maintaining the outdoor steps.
DAMAGES
The customer is liable for any damages caused to the accommodation or its furnishings and must compensate the property owner directly. The accommodation and its inventory are inspected after each rental. Smoking is strictly prohibited.
Pets:
Pets must be declared at the time of booking. Pets are only allowed in accommodations where they are permitted. If bringing more than one pet, prior approval is required from the property manager or owner.
A 50€ additional fee is charged for pets in permitted accommodations.
An unauthorized pet will incur a 100€ cleaning fee.
TERMINATION OF RENTAL AGREEMENT DUE TO DISTURBANCE OR DANGER
Every guest has the right to a peaceful stay.
Particularly after 10:00 PM, guests must avoid loud conversations, music, or other noise that could disturb others.
If the tenant continues to cause disturbance or danger despite warnings from the Lessor’s representative, the Lessor has the right to terminate the rental agreement immediately. Any costs incurred from the actions mentioned above will be charged to the tenant.
OCCUPANCY, PARKING, AND SMOKING
The accommodation may be used only by the number of people specified in the accommodation description or agreed upon at the time of booking.
If the number of people temporarily exceeds this, prior approval must be obtained from the Lessor or property manager.
One parking space is included. Additional parking may be requested from the Lessor. Unauthorized or stored vehicles will be removed.
Using a tent, trailer, bus, truck, camper, or caravan on the accommodation property without the Lessor’s permission is prohibited.
Smoking is prohibited inside all accommodations.
In some holiday resorts, there is a general nighttime quiet period, which must be observed.
A 500€ cleaning fee will be charged for smoking inside the accommodation.
CUSTOMER RESPONSIBILITIES AND CHECK-OUT ON DEPARTURE DAY
The customer must vacate the vacation property and return the keys by 10:00 AM on the departure day unless otherwise stated in the invoice. The customer is responsible for any damages caused to the vacation property. Any damage must be reported immediately to the property caretaker or the Lessor. The customer is obligated to compensate for any damages directly to the property caretaker or the Lessor.
Customer’s Own Departure Cleaning:
The vacation property must be left in a clean condition upon departure. The customer is responsible for covering the cleaning costs if smoking has occurred indoors or if the departure cleaning has not been performed, has been insufficient, or if the property caretaker/owner has to handle it before the arrival of the next guest.
Before Leaving the Property, Please:
- Place dirty dishes in the dishwasher and start the machine
- Take out the trash to the outdoor bins
- Turn off electrical appliances and close windows
- Remove empty bottles and cans
- Return furniture to its original places
- Remove all food items or dispose of them in the waste collection point
- Return the keys and the guest registration form to the mailbox, or alternatively, leave the keys on the kitchen table
Additionally, if possible and necessary:
- Leave a note for maintenance about any issues observed in the apartment
- Provide vacation and customer feedback via a feedback form (leave it in the apartment) or by email: info@lostinlapland.fi
If the customer has rented bed linens or they are included in the rental price, they should be left in a pile on the bed.
FORCE MAJEURE
Lost in Lapland is not responsible for damages caused by unforeseeable force majeure events (e.g., power outages, natural phenomena, pests) beyond its control.
COMPLAINTS AND CLAIMS
All complaints and claims related to the vacation property must be reported immediately upon discovery and during the reservation period directly to the property owner or caretaker. If the issue is not resolved, the customer must contact Lost in Lapland Oy within 72 hours of the issue arising.
If the matter still remains unresolved, the customer may submit a written complaint to Lost in Lapland. This must be done within one month after the end of the reservation. If the customer and Lost in Lapland cannot reach an agreement, the customer may refer the matter to the Consumer Disputes Board (www.kuluttajariita.fi) for resolution.
Before doing so, the customer must first contact Consumer Advisory Services (www.kuluttajaneuvonta.fi). According to applicable laws, the Consumer Disputes Board may refuse to process the complaint if the consumer has not first contacted Consumer Advisory Services.
If the customer does not report any defects immediately during the rental period to the caretaker or owner, the vacation property is considered to be in the agreed-upon condition. Defects reported only after the rental period cannot be verified together, and Lost in Lapland is not liable for compensation in such cases.
RENTAL PROPERTY
The layout, size, furnishings, décor, and equipment of rental properties may slightly differ from what is presented in brochures or other marketing materials.
RIGHT TO PRICE CHANGES
Lost in Lapland Oy reserves the right to correct pricing errors before the contract is finalized. After the contract has been made, Lost in Lapland Oy has the right to increase or is obligated to decrease the agreed price if taxes or public fees affecting the vacation rental service change.
INCORRECT PRICING INFORMATION
Incorrect pricing information does not bind Lost in Lapland if the price is clearly erroneous.
Such a situation includes cases where there is a significant difference between the stated price and the actual price, or if the incorrect price appears exceptionally low compared to the general market price.
APPLICABLE LAW AND DISPUTE RESOLUTION
The contracting parties aim to resolve any disputes arising from the contract through mutual negotiations. If an agreement cannot be reached, disputes will be settled in the Helsinki District Court. Finnish law applies to this contract.
PAYMENTS WITH VISA, VISA ELECTRON, OR MASTERCARD
If you wish to pay with Visa, Visa Electron, or MasterCard, Lost in Lapland acts solely as a marketer of the products and services and delivers the products to the buyer. Complaints regarding payments are handled by Paytrail Oyj (formerly Suomen Verkkomaksut Oy).
Paytrail Oyj serves as the seller in transactions made with Visa, Visa Electron, or MasterCard, meaning the transaction is made between the customer and Paytrail Oyj. The seller is responsible for all obligations related to the purchase, and Paytrail Oyj is also the recipient of the payment.
Paytrail Oyj
Business ID: 2122839-7
Innova 2, Lutakonaukio 7, 40100 Jyväskylä
Phone: +358 20 718 1820 (Mon-Fri 8 AM-5 PM UTC +2/3)
ONLINE BANK PAYMENTS
The payment and financial service for online banking payments is provided by Paytrail Oyj (formerly Suomen Verkkomaksut Oy, ID 2122839-7) in cooperation with Finnish banks and credit institutions. Paytrail Oyj purchases the payment transaction and transfers it to the merchant. From the user’s perspective, the service functions just like traditional online banking payments.
WELCOME!