For our webpage customers
We recommend that you read these terms and conditions carefully. It is for both your and our benefit that we share a mutual understanding of the terms and conditions.
In fact, at Arctic Adventure we require that as a customer you have acquainted yourself with the terms and conditions that apply and the basis for the contract that has been drawn up between you as the customer and us as the organizer of the tour.
The terms and conditions govern the contractual relationship between Arctic Adventure and the traveler (subsequently referred to as Traveler) purchasing the package tour or service.
Contract is concluded and performed in accordance with the Danish Package Travel Act (Act no. 1666 of 26/12/2017 relating to package travel and linked travel arrangements).
1. Formation of contract
A contract concerning the purchase of a package tour or other service between the Traveler and Arctic Adventure is concluded and binding on both parties once the quotation has been accepted by the Traveler. It is a prerequisite that the travel services that together make up a package tour are purchased at the same time.
The quotation is accepted by the Traveler when the latter effects payment on the Organizer’s website. Prior to this, the Traveler will have indicated in a “tick” box that he has received and accepted these general terms and conditions.
In the case of individually tailored tours, Arctic Adventure forwards a written quotation and these general terms and conditions to the Traveler. The Traveler shall accept the written quotation before the deadline stated in the quotation. If the Traveler does not accept the quotation before this deadline, the Organizer shall no longer be bound by the quotation.
Provided that a clear declaration is given to the Traveler, the Organizer can regard the contract as not being concluded until the Traveler has paid the price of the tour on time, or a deposit as specified in the contract. The Traveler shall have received these general terms and conditions prior to this point in time.
1.2 Travel documents
Following the formation of the contract, and without any undue delay, Arctic Adventure shall forward the travel documents (e.g. a travel certificate, an order confirmation, an invoice and/or an itinerary) to the Traveler.
The forwarding of travel documents and other correspondence between the Traveler and Arctic Adventure, including, but not limited to, alterations to the package tour, shall be carried out to the postal address, email address or other form of contact that the Traveler has used in connection with formation of the contract.
The Traveler is also obliged to disclose the necessary contact information, such that Arctic Adventure can contact the Traveler both prior to and during the tour.
If the Traveler does not receive the travel documents within 72 hours, the Traveler must contact Arctic Adventure immediately.
In the event that the Traveler has submitted an email address, the Traveler must check his or her spam filter first. The Traveler has an obligation to examine the forwarded travel documents and “practical information” (see section 4.3) on reception and to contact Arctic Adventure immediately if any information is at variance with that agreed in the contract.
2. Price and payment
The price of the package tour is a so-called “total price”, which means that it includes all mandatory taxes, duties and all other fees, costs and extras, if applicable, related to the services the Traveler has purchased from Arctic Adventure.
At the destinations, local fees, admission fees and duties may be charged that cannot be considered as formation of the contract, since these payments are directly related to local rules or to the use of extra services in addition to those specified in the contract.
The total cost of the package tour appears on the Traveler’s invoice. If alterations are made to the actual tour or the conditions of the tour that are attributable to the Traveler, this may result in changes to the price – and further payment may thus be charged.
Arctic Adventure does not charge credit card fees when you pay with private credit cards issued within the EU. When you, as a customer, pay with a company credit card or a card that is issued outside the EU, Arctic Adventure will charge you the fee that we pay to the credit card company when processing the payment.2.2 Payment
If the Traveler is in breach of his or her provisions of the contract with regard to payment, Arctic Adventure has the right to cancel the contract. In such an event, Arctic Adventure is entitled to payment of the amount that the Traveler would lose according to the rules in section 6.2 if the Traveler cancelled the tour on the date of the failure to effect payment.
3. Cancellation insurance and travel insurance
Arctic Adventure highly recommend the traveler to sign an insurance that covers the Traveler’s expenses in the event of termination of the contract (cancellation insurance) or expenses for repatriation, etc., in the event of accident, illness or death (travel insurance), as well as the terms and conditions of these policies.
Arctic Adventure do not sell any travel insurance and we recommend one to contact the insurance company prior to conclude the purchase of any travel product.
4. The travelers’ general obligations:
4.1 Passport, visa and health formalities (including vaccinations)
The Traveler must possess a valid travel documents, visa (if required), certificate of required vaccinations and the documents necessary for performance of the tour.
For Danish citizens there is no visa requirement for visiting Greenland, Iceland, and the Faroe Islands. Please note that other rules may apply if you have residence in Denmark but are not a Danish citizen.
Greenland is not a member of Schengen but is only embraced by the Schengen Information System. This means that a Schengen visa does not provide entry to Greenland. When applying for a Danish visa, persons from countries that require a visa must therefore clearly state that the visa must also be valid for Greenland.
EU citizens’ national ID cards cannot be used as identification on entry to Greenland. These citizens must have their passport with them.
Scandinavian citizens do not need to have their passport with them. However, they must bring photo ID pursuant to flight security rules.
Please refer to the Danish Immigration Service’s website, where you can find more detailed information concerning countries that require a visa, visa rules, etc.
For journeys outside Europe, your passport shall normally be valid for at least a further 6 months following your return home. In the case of journeys to the USA, advance registration must be carried out at esta.cbp.dhs.gov. Arctic Adventure assumes no liability for failure to produce a valid passport, necessary visa, or entry permits.
4.2 Disabled persons
The Organizer’s tour documents will specify whether the tour is suitable for disabled persons with mobility problems. Furthermore, prior to formation of the contract, the Traveler can request the provision of more detailed information concerning the suitability of the tour in relation to the Traveler’s needs. It is a prerequisite for such a request that the Traveler provides all necessary information concerning his or her needs.
4.3 Names on travel documents
The Traveler is responsible for the names that appear on his or her travel documents and bookings being identical to the full name that appears in the Traveler’s passport. If the Traveler discovers inconsistencies between the travel documents and his or her passport, the Traveler must immediately inform Arctic Adventure to this effect, who will then make efforts to remedy the error. If the discrepancy is attributable to the Traveler, any related expenses shall be defrayed by the Traveler. If remedial action is not possible, the Traveler cannot hold Arctic Adventure liable.
Late showing. If the Traveler does not reach a satisfactory solution with the supplier, the Traveler must contact the Organizer. If the Traveler does not contact the supplier and/or Arctic Adventure respectively, the booking will be cancelled by the supplier, and the Traveler will not be able to use the booking or be entitled to a refund.
If flight tickets are part of the package tour, these must be used in the correct order. If the Traveler does not use the flight tickets in the correct order, the airline will cancel the remaining flights.
The Traveler will therefore be unable to use individual sections of a tour, e.g. the Traveler will not be able to use the flight home.
The Traveler must have completed check-in, if applicable, in accordance with the times and locations stipulated in the itinerary or other clearly specified times or locations for latest check-in on outward and homeward journeys. The Traveler is responsible for drawing attention to themselves in the queue if the Traveler can see that they will be unable to complete check-in within the stipulated times.
The Traveler must remain up to date on homeward journey times in good time prior to the homeward flight and be aware of whether any changes to the time of the homeward journey stated in the travel documents have been carried out or announced.
Notification of such changes will be given to the Traveler individually or by notification posted at a previously agreed point by either the Organizer, the representatives of Arctic Adventure or the Organizer’s sub-suppliers.
The Traveler must keep himself regularly updated on departure points and times for the means of transport included. This can involve, for example, keeping an eye on the departure screens immediately after arrival at an airport and contacting airport personnel in the event of any doubt as to which terminal or gate the flight is due to depart from. Changes to terminals and gates often take place beyond the scope of the Organizer’s control. The Traveler cannot make any claims against Arctic Adventure in such circumstances.
4.4 Rules and regulations
The Traveler must comply with the rules and regulations that apply to all the package tour’s sub-suppliers, such as hotels, airports, means of transport, etc.
The Traveler must thus act in such a way that his behavior does not inconvenience or cause a nuisance to his or her fellow Travelers. In flagrant or repeated cases, inappropriate behavior can lead to the Traveler being excluded by Arctic Adventure or its representatives from further participation in the tour. In such cases the Traveler is responsible for his or her own transport home and any expenses resulting from this. In the event of exclusion from the tour, the Traveler is not entitled to receive any form of refund of the price of the package tour.
Arctic Adventure is not responsible with regard to the exercise of public authority, including, but not limited to, the intervention/action of the police with respect to the Traveler in connection with any inappropriate behavior by the Traveler. In such situations, the Traveler is liable for any expenses that may be imposed on him or her, in addition to which the Traveler cannot make any claim against the Organizer; nor will the Traveler be entitled to a refund of the price of the package tour.
4.5 Failure to comply.
If the Traveler fails to comply with the requirements concerning passport, visa, health formalities, specification of correct name on travel documents and inspection hereof, the rules concerning late showing and other rules and regulations, the Traveler cannot make any claims against the Organizer, the retailer or the sub-supplier of the package tour for the consequences, lack of conformity, inconvenience or losses which result from failure to comply with the Traveler’s general obligations.
5. Alterations to the contract
5.1 Transfer of the package tour
The Traveler can transfer the package tour to another person for a fee of DKK 2500. Notification of transfer of the package tour must be given to Arctic Adventure on a durable medium no later than 4 weeks prior to the start of the tour. Notification after this time will result in the Traveler losing the right to transfer the package tour.
Transfer of the package tour can only take place if the person to whom the package tour is transferred meets the necessary terms and conditions for performance of the tour, including passport, visa and health requirements, as specified by Arctic Adventure on formation of the contract.
The option of transferring the package tour can be restricted in whole or in part by Arctic Adventure if this proves to be impossible because of the sub-supplier’s terms and conditions.
In connection herewith, the Traveler’s attention is drawn to the fact that most flight tickets that make up package tours cannot be changed or refunded once they have been booked (“non-refundable” tickets).
5.2 Price changes
After formation of the contract, Arctic Adventure can make changes to the agreed price for the package tour if changes have occurred to:
• the price of carriage of passengers because of expenses for fuel or other power sources,
• taxes, duties, or fees for the package tour’s travel services that are imposed by third parties not directly involved in the performance of the package tour,
• currency exchange rates that have substantial significance for the package
In the event of changes to the price of the tour, Arctic Adventure shall notify the Traveler of any price increases or decreases.
Notification must take place on a durable medium no later than 20 days prior to departure. The price may be in- creased by a maximum of 8 % of the package tour’s price. If the price increase is higher than 8 % of the price of the package tour, the Traveler shall be entitled to terminate the contract.
If the price falls because of changes to the above conditions, the Traveler has a right to a reduction in price that corresponds to the decrease in price resulting from such changes. In this case, Arctic Adventure is entitled to deduct administrative costs from the refund paid to the Traveler.
5.3 The Traveler’s alterations to the package tour
If the Traveler wishes to make alterations to the package tour, he must contact Arctic Adventure as soon as possible. If it is possible to make alterations to the package tour, the Traveler must defray the extra expenses resulting from any alterations. Arctic Adventure is not obliged to carry out alterations to the package tour.
If the Traveler wishes to make alterations that Arctic Adventure cannot satisfy in the existing contract, the alteration – if the Traveler insists on making alterations to the package tour – will be regarded as a cancellation of the package tour, cf. section 6.2, and a new booking.
5.4 The Organizer’s alterations prior to the start of the package tour
5.4.1 Immaterial alterations
Arctic Adventure has the right to carry out immaterial alterations to the package tour prior to the start of the package tour without liability and without the Traveler’s consent. The Traveler is obliged to accept such alterations if Arctic Adventure informs the Traveler without undue delay of the alterations in question in a clear and comprehensible manner prior to the start of the package tour.
5.4.2 Other alterations.
If, prior to the start of the package tour, Arctic Adventure either:
• carries out significant alterations to the package tour,
• or cannot deliver certain services which the Traveler has requested, and Arctic Adventure has accepted to deliver,
• or increases the price of the package tour by more than 8 % the Traveler then has the following rights:
• the Traveler can terminate the contract and get a refund of the amount paid concerning the tour,
• or, if offered by the Organizer, the Traveler can take part in a substitute.
Arctic Adventure is obliged to contact the Traveler and notify him or her without undue delay of any significant alterations, as well as any significance that such alterations may have with regard to the price of the tour or service..
Arctic Adventure stipulates a reasonable deadline as to when the Traveler must notify Arctic Adventure of his or her decision, as well as providing notification that the consequence of not meeting this deadline is that the Traveler is deemed to have accepted the alterations covered by 5.4.2.
In certain circumstances, the Traveler may be entitled to compensation if an economic loss is suffered due to the significant alterations outlined above, unless the reason for these alterations is due to unavoidable and extraordinary circumstances.
6. Termination of the contract:
6.1 Right of withdrawal
No right of withdrawal applies to the purchase of package tours, cf. section 18, subsection 2, no. 1 and section 7, subsection 2, no. 5 of the Danish Consumer Protection Act, which exempts personal carriage from the scope of the Danish Consumer Protection Act.
Travelers has neither any right to withdraw purchase of any other tour or service after confirmation of purchase is issued to the traveler.
6.2.1 Standard cancellation terms
The Traveler may cancel the tour prior to the start of tour according to the standard cancellation terms outlined below, unless Arctic Adventure has specified that cancellation will take place according to an individual calculation of the cancellation fee. Special terms always applies to individual planned, organized, or designed tours.
For multi-day tours:
Except for non-refundable flights and ferry tickets the fee is:
100% if cancelled 30 days or less before departure.
75% if cancelled 45 days or less before the departure.
50% if cancelled 60 days or less before departure.
20% if cancelled more than 60 days before departure.
Please note, there is no refund for standard Air tickets and AUL (Arctic Umiaq Line) services after booking.
For excursions in Greenland the fee is:
100% if cancelled 7 days or less before the event.
50% if cancelled 14 days or less before the event.
35% if cancelled 30 days or less before the event.
5% is charged if cancelled more than 30 days before the event.
For excursions in Iceland:
100% if cancelled 3 days or less before the event.
5% if cancelled more than 3 days before the event.
The Traveler can request an explanation for the size of the cancellation fee.
6.2.2 Cancellation due to Force majeure.
The Traveler can cancel a package tour prior to the start of the package tour without incurring any cancellation fee if unavoidable and extraordinary circumstances occurring at the travel destination or in the immediate vicinity hereof that significantly affect the performance of the package tour or the carriage of passengers to the destination.
In order for the Traveler to be able to cancel without incurring a cancellation fee, the unavoidable and extraordinary circumstances in question must make it impossible from an objective standpoint to travel safely to the destination, e.g. on the basis of travel advice or declarations from the Ministry of Foreign Affairs of Denmark or the Danish health authorities, See www.um.dk and www.ssi.dk.
In the event of cancellation without a fee, the Traveler is entitled to a full refund of the price of the tour but does not have the right to additional compensation from the Organizer.
The right of cancellation without a fee does not apply, however, if, at the time of formation of the contract, the customer knew of or should have known of the event concerned or the event was otherwise general knowledge. If the Traveler cannot cancel the tour without a fee pursuant to the above, general cancellation rules apply, cf. section 6.2.
For circular tours, the Traveler only has the right to cancel the part of the package tour that takes place in the area in which travelling is precluded. If this part of the package tour represents a significant part of the package tour, however, the Traveler has the right to cancel the tour.
6.2.3 Date of refund and calculation of cancellation fee
Refunds according to sections 6.2.1 and 6.2.2 must take place no later than 14 days after the Traveler’s cancellation of the package tour, and, as such, calculation of the fee in the event of individual cancellation is thus also carried out at this time in correlation with the possibility of the redeployment of the cancelled travel services.
6.3 Organizer’s termination
6.3.1 Termination due to lack of participants
If the performance of the tour is dependent on a minimum number of participants, this provision will appear in the Organizer’s tour material or elsewhere in the basis of the contract. The minimum number of participants required, or a minimum load factor required before the tour is held will also be stipulated, as well as the latest point in time at which this figure has to be achieved prior to the start of the package tour.
If the necessary number of participants is not reached before the stated time, Arctic Adventure can terminate the contract concerning the package tour without any liability. Arctic Adventure shall inform the Traveler of the termination of the contract prior to the deadline stipulated in the contract, though no later than
• 20 days prior to the start of the package tour if the tour is due to last more than six days,
• 7 days prior to the start of the package tour if the tour is due to last between two and six days, or
• 48 hours prior to the start of the package tour if the tour is due to last less than two
6.3.2 Termination due to unavoidable and extraordinary circumstances
Arctic Adventure can also terminate the contract concerning a package tour without liability if Arctic Adventure is pre- vented from fulfilling the contract due to unavoidable and extraordinary circumstances and Arctic Adventure notifies the Traveler of the termination of the contract without undue delay and prior to the start of the package tour.
In the above situations, the Traveler shall have the amount paid for the tour refunded no later than 14 days after termination of the contract, and the Traveler shall not be entitled to any claim for compensation.
7. Complaints and claims:
If a lack of conformity is discovered after the start of the tour – en route or at the travel destination – the Traveler must immediately make a complaint to the Organizer, its representative at the travel destination or to the sub-supplier which the lack of conformity concerns.
If the Organizer’s representative or sub-supplier cannot or will not remedy or – in the opinion of the Traveler – does not satisfactorily remedy the lack of conformity, the Traveler must make a claim directly to the Organizer. The Traveler must make sure that the claim is noted by the Organizer’s employees and/or sub-suppliers on site – e.g. by means of a notice in a hotel book or in another written form. Furthermore, the Traveler should make sure a receipt of the claim is made available.
If the Traveler does not make a claim as described above, this will have consequences for the Traveler’s right to subsequently make a claim for the lack of conformity concerned and to receive compensation.
8. Limitations concerning the organizers liability for damages:
Airline companies have direct responsibility for ensuring the correct performance of transport according to the Warsaw and Montreal Conventions, EU Regulations 889/2002 and 261/2004, as well as the Danish Air Navigation Act.
Arctic Adventure limits its liability to the limits on amounts applicable at any time that appear in the Warsaw and Montreal Conventions (air transport), the Athens Convention and EU Regulation 392/2009 (maritime transport) and the COTIF Convention and EU Regulation 1371/2007 (railway transport). Arctic Adventure’s liability for damages cannot therefore exceed the amount that applies to the carriers that have direct responsibility for carriage.
The applicable SDR rate (XDR) can be found at www.nationalbanken.dk
The limits on maximum damages pursuant to the Warsaw and Montreal Conventions are set as follows:
• In the event of death or injury to the passenger: 113,100 SDR – provided that the airline can prove that it has not acted negligently or incorrectly, or provided that the incident was not caused by the negligent or incorrect conduct of a third party
• In the event of damages caused by delays to personal transport: 4,694 SDR
• In the event of destruction, loss, damage or delay of baggage: 1,131 SDR
The limits on the maximum damages pursuant to the Athens Convention and EU Regulation 392/2009 are set as follows:
• In the event of death or injury to the passenger: 250,000 SDR to 400,000 SDR – depending on the reason for injury and the carrier’s demonstrated blame
• In the event of destruction, loss or damage of hand baggage: 2,250 SDR
• In the event of destruction, loss or damage of vehicles, including baggage in or on the vehicle: 12,700 SDR – the carrier is only liable for damages as a result of an error or failure on its part
• In the event of destruction, loss or damage of baggage other than hand baggage and vehicles: 3,375 SDR So-called “valuables” are not compensated according to the set of
The limits on maximum damages pursuant to the COTIF Convention and EU Regulation 1371/2007 are set as follows:
• In the event of death or injury to the passenger: 175,000 SDR
• In the event of loss or damage to items: 1,400 SDR
• In the event of full or partial loss of a vehicle: 8,000 SDR
• In the event of damage to items left in the vehicle: 1,400 SDR – the carrier is only responsible for damage caused by an error or failure on its part.
9. Filing of claims after the end of the tour:
Claims for damages and/or proportional reduction in the price of the tour – because of a lack of conformity for which complaints have been correctly filed, but which have not been remedied by the Organizer– must be filed against Arctic Adventure within a reasonable period after the conclusion of the tour. If this is not done, the Traveler will lose the right to claim damages against the Organizer.
The Traveler can submit a claim to Arctic Adventure by email: firstname.lastname@example.org
10. Offsetting amounts when paying out damages and/or compensation:
When submitting a claim to Arctic Adventure, the Traveler must state whether the Traveler has also claimed damages or compensation from the carrier based on EU regulations concerning passenger rights and liability for damages in terms of passenger transport and according to the international conventions that also regulate this area. If the Traveler has received damages and/or compensation from the carrier, Arctic Adventure has the right to offset damages and/or compensation according to the Danish Package Travel Act against the dam- ages and/or compensation that the Traveler has received from the carrier.
11. Venue and choice of law:
If agreement concerning a claim for damages and/or indemnity cannot be reached by means of a complaint to Arctic Adventure or retailer, the Traveler can present the complaint to The Package Travel Appeals Board, Haldor Topsøes Allé 1, st., Bygning 91, 2800 Kgs. Lyngby, Denmark.
The Package Travel Appeals Board’s website is www.pakkerejseankenaevnet.dk
Complaints to The Package Travel Appeals Board can also be submitted via the European platform for online dispute resolution at ec.europa.eu/consumers/odr/. The Organizer’s email address for use in this case is: email@example.com
Arctic Adventure is – as a result of its membership of the Association of Danish Travel Agents and Tour Operators – obliged to follow any rulings from the Package Travel Appeals Board, unless the association’s board grants dispensation from this requirement because there is a wish to have the ruling brought before a Danish court, cf. the association’s articles of association.
All disputes and disagreements that arise or stem from a given contract’s origin and/or fulfilment and which can- not be resolved between the parties alone or through the Package Travel Appeals Board must, if the parties wish to refer the case, be brought before the Danish national court for a final decision and will be subject to Danish law.
12. Guarantee in the travel guarantee fund:
In the event of bankruptcy, Arctic Adventure has provided security for the Traveler’s refund as a member of “The travel Guarantee fund, member no. 1535 at:
The Travel Guarantee Fund
Haldor Topsøes Allé 1, st., Bygning 91
2800 Kgs. Lyngby
For bookings made through agents:
Please contact your agent regarding terms and conditions applicable to your booking.
Please check and take notice of the following links:
- Demark: https://politi.dk/en/coronavirus-in-denmark
- Iceland: https://www.landlaeknir.is/koronaveira/english/
- WHO: https://www.who.int/emergencies/diseases/novel-coronavirus-2019/travel-advice