Terms & Conditions

Guide to Lapland is operated by Arctic Circle Information, a company registered in Finland, Business ID 1910944-4. Our registered address is Joulumaantie 2, 96930 Arctic Circle, Finland.

These Terms apply to bookings made through Guide to Lapland. Before paying, please read these Terms, the relevant product description and the specific booking, cancellation and participation conditions disclosed for your chosen service. By completing a booking, you accept the conditions made available to you before purchase. The person making a booking must be at least 18 and authorised to book for the other participants, and must communicate the applicable conditions to them.

Product-specific conditions supplement these Terms and govern matters specifically addressed in them, such as cancellation deadlines and participation requirements. Mandatory consumer law always takes precedence. We will clarify any material inconsistency before purchase; these Terms do not permit us to change an existing booking retrospectively.

We sell both services provided by independent suppliers and activities operated by Arctic Circle Information. The provider and our role will be identified in the product information and booking confirmation.

For supplier-operated services, we act as a booking agent. The contract for the actual service is between you and the identified supplier. We handle the booking, payment collection where applicable, vouchers and customer support. The supplier is responsible for delivering its service and complying with its applicable obligations. We remain responsible for our own booking and agency services and for any liability imposed on us by law.

For activities operated by Arctic Circle Information, we are the service provider and are responsible for providing the activity in accordance with the booking and applicable law.

These Terms are written for individual service bookings. If a booking legally qualifies as a package or linked travel arrangement, the relevant mandatory rules apply regardless of how it is described, and the required information and applicable additional terms must be provided.

A booking is confirmed only after the required payment has been received, the provider has accepted it and we have issued a booking confirmation. An acknowledgement, temporary reservation or payment authorisation alone is not confirmation.

If a booking cannot be accepted, we will inform you and refund any amount collected for the unconfirmed service without a cancellation handling fee. We will not substitute another service or charge a higher price without your agreement.

Please check dates, participant numbers and ages, service details, pickup arrangements and contact information promptly after receiving your confirmation. Tell us about any error as soon as possible. This does not exclude our responsibility for mistakes we make.

Keep your confirmation and voucher available and present them where required. Special requests are guaranteed only if expressly confirmed.

Prices are quoted and charged in euros (EUR). Amounts displayed in other currencies are estimates for reference. Your bank or payment provider may apply its own exchange rate or charges, which may also affect the amount credited in your home currency on a refund.

The total payable price, applicable taxes, mandatory charges and included services will be disclosed before payment. Optional extras and services not expressly included are payable separately. Prices and availability may change before confirmation; any change to the amount you have agreed to pay requires your agreement.

Payment options include online payments processed through Stripe, Alipay and WeChat Pay, subject to the options displayed at checkout. The payment required for the chosen product is due at the time of booking. Whether full prepayment is required depends on the supplier’s settings for each product: most products require full payment when booking, unless expressly stated otherwise on the product page or at checkout. Where deposits or instalments are permitted, the amount due, remaining balance and payment deadlines will be disclosed before payment. Any separately payable provider deposit or activity-specific damage excess must be disclosed before purchase.

Cancellation deadlines, refundable amounts and amendment conditions vary by product and are disclosed before payment. Supplier-operated services follow the disclosed supplier policy; our own activities follow the disclosed Arctic Circle Information product policy. Private bookings and group-rate bookings may have stricter cancellation conditions. The applicable policy is shown on the activity page and at checkout before payment.

Submit requests through the cancellation facility shown in your confirmation, where available, or in writing to our customer service, quoting your booking reference. The applicable deadline is assessed using the request's receipt time and the time zone stated in the booking conditions; if none is stated, the service location's local time applies. Keep evidence of your request and contact us if you do not receive an acknowledgement. Open your booking from the confirmation email or order lookup page to request cancellation. The refundable amount will be displayed before you confirm cancellation.

Many activities can be rescheduled without cancellation, which is often better value than cancelling and rebooking. Open your booking and select rescheduling; availability and any price difference will be shown before confirmation. Rescheduling remains subject to availability, the product policy and written confirmation.

For a customer-requested cancellation that results in a refund, a refund handling fee applies in addition to the supplier’s cancellation policy: 3.5% of the amount paid plus €0.25 for credit cards, or 2% of the amount paid for Alipay and WeChat Pay. This fee also applies during a free-cancellation period. The draft policy states that the fee covers payment processing charges incurred when payment was collected and not returned to us upon refund. The fee applies only if clearly disclosed before payment, agreed as part of the booking and permitted by applicable law. No undisclosed fee will be deducted. It does not apply to provider cancellations or refunds required because of our failure to perform our obligations.

For services booked for a specific date or period, such as scheduled leisure activities and accommodation, the ordinary 14-day withdrawal right for distance purchases generally does not apply. This does not affect contractual cancellation rights or statutory remedies for cancelled or defective services.

If a supplier or Arctic Circle Information cancels your booked service before it is provided, you may choose a full refund of the amount paid through us for that cancelled service, with no cancellation/refund handling fee, or accept a free rescheduling offered by the provider, subject to availability. You are not required to accept a replacement service or credit instead of a refund to which you are entitled.

Weather, snow and ice conditions, road closures, safety concerns or other circumstances may require operational changes. We will communicate changes as soon as reasonably possible. Material changes, partial performance and related remedies are assessed under the booking conditions and applicable law. An event beyond a provider's control does not automatically eliminate refund rights for a service that is not supplied.

Once a refund is approved, we submit it to the payment processor as soon as possible, usually within one business day. After submission, credit-card refunds usually arrive within 5–10 business days; Alipay and WeChat Pay refunds usually arrive within 24 hours. Actual crediting depends on the issuing bank or payment provider; these are estimates, not guarantees. Refunds are normally returned through the original payment method and cannot be redirected to another card or account. Any mandatory statutory refund deadline takes precedence.

Card refunds initiated shortly after payment may be processed as a reversal. In this case, the original charge is removed from your bank statement instead of appearing as a separate refund credit.

If you have not received a card refund more than 10 business days after submission and the original charge remains on your statement, please contact us with your booking reference. Where the payment processor provides a refund tracing reference, we can share it with you so that your bank can investigate. Reference numbers are not available for every refund.

If a bank or payment provider rejects or returns a refund, we will investigate its status and contact you to arrange a lawful, workable alternative. A failed refund does not affect any refund entitlement under the booking conditions or applicable law.

Arrive at the confirmed meeting or pickup point by the stated time. Late arrival, failure to attend or failure to provide required pickup information may be treated as a no-show under the disclosed product policy. A missed service is not automatically refundable.

Read and meet the disclosed requirements concerning age, fitness, clothing, licences and other eligibility conditions. Minors must be accompanied as required by the product policy. Follow reasonable safety instructions and use the required equipment.

Tell us before booking if you need an accessibility arrangement or have a condition relevant to safe participation, so suitability can be checked with the provider. Share only information needed for that purpose through the designated contact channel. Providers may refuse participation where reasonably necessary for safety, including intoxication or failure to meet requirements disclosed before booking. Refund entitlement depends on the circumstances, the agreed conditions and applicable law; refusal does not automatically remove your legal rights.

Northern lights, wildlife sightings, snowfall and other natural phenomena cannot be guaranteed unless a specific contractual promise is expressly made. Photographs illustrate possible experiences and are not a guarantee of the conditions on your travel date.

If an activity takes place as agreed but a natural phenomenon is not observed, any complimentary retry or refund depends on the policy expressly offered for that product. A retry, discounted repeat visit or credit is not automatically included. Material changes to the booked activity remain subject to Section 6 and applicable law.

Each provider is responsible for the service it supplies. Arctic Circle Information is responsible for its own activities and its own acts and omissions in providing booking services. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including mandatory consumer rights and liability for personal injury where applicable law prohibits such a limitation.

Claims for additional losses are assessed under applicable law, including causation and the duty to take reasonable steps to reduce loss. We recommend travel insurance covering your activities, medical expenses, cancellation and travel disruption. Insurance does not replace any rights you have against us or a supplier.

If a problem arises during a service, notify the provider and us promptly so that it can be addressed where possible. Send any subsequent complaint to our customer service with the booking reference, a description and relevant evidence. A request to report promptly does not impose an additional deadline that removes your statutory rights.

If we cannot resolve a dispute, eligible consumers may seek assistance from the Finnish Consumer Advisory Services (www.kkv.fi/en/consumer-affairs/consumer-advisory-services/) and refer the matter to the Finnish Consumer Disputes Board (www.kuluttajariita.fi/en/), subject to their remit. Cross-border EU/EEA consumers may also seek help from their European Consumer Centre. These routes do not restrict access to a competent court.

Personal data is processed as described in our Privacy Policy, including necessary disclosures to providers and payment processors to fulfil bookings. These Terms do not replace the Privacy Policy or constitute blanket consent to unrelated data use.

Use the website lawfully and provide accurate information. Do not make fraudulent bookings, misuse accounts or interfere with website security. Website materials belong to us or the relevant rights holders; commercial reproduction requires permission unless otherwise permitted by law.

Finnish law governs these Terms, without depriving consumers of mandatory protections applicable under relevant conflict-of-law rules. Any dispute may be brought before a court having jurisdiction under applicable law; these Terms do not impose exclusive Finnish jurisdiction on consumers.

The English and Chinese versions are intended to have the same meaning. Any discrepancy will be resolved in accordance with applicable law and the information provided when the booking was made; neither version overrides mandatory consumer protections.

Updates apply to future bookings from the stated effective date. An existing booking remains subject to the terms accepted when it was made unless a lawful change is agreed.

Guide to Lapland

Email：support@guidetolapland.com

Phone：+358 40 000 0000

Office：Arctic Circle Information，Joulumaantie 2，96930 Arctic Circle, Finland