The Icebreaking Company Ltd. Terms and conditions
In order to guarantee the best possible arrangements for a successful holiday, we require that the following conditions are applied and recommendations are observed, if not specifically agreed otherwise. The following terms and conditions shall be applied to services offered and delivered for all private individuals during the period mentioned above by The Icebreaking Company Ltd, in Kemi. These terms and conditions become binding to both parties once the client has made the reservation.
Payments
Service and prices
The prices of the services are listed under the description. Prices include VAT. The Icebreaking Company Ltd. is not bound by an incorrect price indication, if the price is so clearly incorrect that the customer should have understood it.
The guest shall pay 100% of the cost of accommodation, transfer, cruises and other services or any combination of these when booking. The guest shall produce confirmation of the booking upon arrival.
The Icebreaking Company Ltd. reserves the right to change the prices in case of unforeseen increases in costs (including but not limited to taxes, fuel prices etc.) beyond the control of The Icebreaking Company Ltd. The given prices include VAT according to the Taxation Laws and Regulations of Finland. All raises in the services due to increases in costs shall be notified to the customer at least 20 days prior to the commencement of service date. The grounds, amount and calculation method for the increase in price shall be clearly stated to the customer. If the increase in the price of the services is more than 8 % of the original price, the customer is entitled to cancel the reservation within a reasonable time period. Any reductions in similar costs shall be compensated to the customer as price reduction deducted by reasonable administrative costs incurred by The Icebreaking Company Ltd. The Icebreaking Company Ltd reserves the right to price variations and dynamics according to the demand of services.
Payment method
The Icebreaking Company Ltd. accepts the most common payment cards. All the prepayments of reservations made through the sales office will be handled through an online payment link by credit card. The Icebreaking Company Ltd. reserves the right to cancel the reservation if any payment is not received by the due date.
Payment Service Provider
Paytrail Plc (Business ID 2122839-7) acts as the payment intermediary and payment service provider in cooperation with Finnish banks and credit institutions. Paytrail Plc will appear as the recipient of the payment on your bank statement or card invoice and will forward the payment to the merchant. Paytrail Plc is authorized as a payment institution. In case of complaints, customers should primarily contact the supplier of the product.
Paytrail Plc
Business ID: 2122839-7
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Finland
https://www.paytrail.com/en/consumer/information-about-paying
Confirmation and payment
Reservation is considered confirmed when the payment is received by The Icebreaking Company Ltd. The Icebreaking Company Ltd. is obligated to send written confirmation with any other necessary documentation of the booking to the guest to the email address provided by the customer.
Changes and cancellations
The Icebreaking Company Ltd. applies the following cancellation policy unless otherwise agreed at the time of booking or unless other conditions apply to the selected price or booking date.
Cancellation deadline for different services:
Icebreaker Cruises – Cancellations are free of charge when made no later than 14 days before the start of the reservation (+2 GMT).
Accommodation – Cancellations are free of charge when made no later than 14 days before the start of the reservation (+2 GMT).
Exhibition Admission Tickets– Cancellations are free of charge when made at least 24 hours before the start of the reservation.
Event Tickets Purchased Online – Event tickets purchased online are non-refundable and non-exchangeable. Please note that all tickets are personal and resale is not permitted.
Merchandise Purchased Online– Cancellations are free of charge when made before the item has been collected.
Cancellation must be done in your online account /My Page or made in writing by e-mail sales@icebreaking.com, within the office hours in Finland (8-16, +2 GMT).
If cancellation occurs before the cancellation deadline, the full amount will be refunded.
If the reservation is canceled/changed after the cancellation deadline, the amount will not be refunded. Changes are not permitted after the cancellation deadline. Travelers own travel insurance will apply if illness occurs and booking needs to be canceled.
Protect Group payment: Refunds requested for any reason falling outside the scope of the Refundable Booking terms shall not include reimbursement of the protection fee, which remains non-refundable under all circumstances.
In case your travel is disallowed by government or other similar authority meaning that you are not either allowed to leave the origin country or not allowed to enter Finland we will offer you a possibility to postpone your reservation to a later time period within 11 months forward from the original arrival date. Please notice that the new arrival date is subject to availability and the bookings need to be made directly with The Icebreaking Company Ltd. Notification of any changes to your travel plans due to restrictions must be delivered to us by email sales@icebreaking.com within 24 hours after the restriction has been issued. If you have booked your services via another operator, please check the specific terms and conditions from the operator. If the prices for the new dates or services are higher, the differences are to be paid by the client.
Vouchers are valid for the services provided by The Icebreaking Company Ltd.
Services can be changed or re-booked if the cancellation is made due to a government-issued travel ban. Clients must be able to provide necessary documentation for us (travel documents, government statements, flight tickets).
We highly recommend you ensure that you have a valid travel insurance that covers your expenses in surprising situations that are not possible to foresee. Since Covid-19 is no longer considered as a Force Majeure it does not justify cancellation with refund in case of illness.
Changes to the reservation such as transferring the booking to another customer, are considered as a cancellation and a new booking.
Booking and cancellation terms for items purchased from the online store
Returns & Refund Policy
Cancelling an Order Before Pickup
You may cancel your order before picking up the product. Cancellation must be done through your online account / My Page or by writing a clear cancellation e-mail to our sales@icebreaking.com.
If the cancellation occurs before the product has been processed or prepared, the cancellation is free of charge.
Please notice that simply leaving the item or not picking it up is not enough—you need to make written cancellation.
Condition of Items After Pickup
You have 14 days from receiving your order to cancel without any reason.
You can inspect and use the product but notice that if it’s noticeable used and loses value, we may deduct that from refund amount.
If the item is unsellable, we may refuse the refund.
Return Costs
All cancelled products will need to be returned to same sales point where item has been redeemed (Lumilinnankatu 15, 94100 Kemi). Please note that we do not refund postage fees if product(s) are cancelled and send by postal services.
We refund within 14 days of your cancellation notice, using your original payment method. We may wait until we receive the item(s).
The Icebreaking Company Ltd withholds the right:
- to change the timetables / contents due to weather conditions, technical issues or similar reasons.
- to charge extra fee of tailor made packages.
- to cancel the reservation in case of a force majeure or any other unreasonable impairment (e.g. fire or water damage). In this case, the customer is entitled to reimbursement of its payments in full.
- to cancel the reservation if the customer’s payments on the reservation are not paid by the due date.
- to organize substitute programme due to the weather conditions.
- to make any other type of changes to the terms of the services which it provides which can be considered to have a minor significance in the services.
- to not pay any compensation for e.g. loss of enjoyment in cases of minor changes to the services or in cases of a force majeure event or any other unforeseeable similar event, such as weather conditions.
If The Icebreaking Company Ltd must make significant changes to the content of the services, it shall notify the customer therefore in writing specifying the nature of the changes and whether or not the change entitles the customer to a price reduction. If after such a notification concerning a change by The Icebreaking Company Ltd, the customer does not notify The Icebreaking Company Ltd of cancellation of services within a reasonable period of time, the customer is deemed to have accepted the change in the services. If as a result of a cancellation by the customer, The Icebreaking Company Ltd offers a similar corresponding service as compensation, the price and detailed information on thecontent of the corresponding service shall be included.
False eg. fire alarms caused by our customers result in additional expenses for the company and consequently, we are obliged to invoice for the costs incurred due to unnecessary alarms.
Injuries
The Icebreaking Company Ltd. may only be held liable for personal injuries or material damage arising from accidents that have happened during the delivery of the offered services and which are caused by negligence of The Icebreaking Company Ltd. or its employees or subcontractors or by the provision of faulty equipment. The Icebreaking Company Ltd. 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 can be physically demanding (ice floating, kayaks, sailing, bike tours etc.). If the customer is having any type of health problems, including but not limited to, heart disease, back problems or similar, or if the customer is pregnant, she/he should contact, prior the participation, the medical experts to make sure whether the medical experts consider him/her to be able or not to participate in the program. It’s the responsibility of the customer to consult The Icebreaking Company Ltd whether he/she is capable of participating in health or any other point of view. The Icebreaking Company Ltd. personnel or Icebreaker Sampo crew members have the right to neglect the customer participating in the activity that needs good physical health, if they notice something out of the ordinary in the customer’s condition.
Service-specific conditions
Icebreaker Cruise
Onboard regulations
General safety and onboard regulations on Icebreaker Sampo and Arktis Cruises.
Vessel types
We organize Icebreaker cruises with two different types of vessels. Icebreaker Sampo is A1 super class icebreaker vessel built in 1960. Icebreaker Arktis is A1 class icebreaker vessel built in 1980.The vessel’s technical specifications, size, interior, and services vary from one another.
Reserve vessel
To guarantee the safety of passengers and crew on board The Icebreaking Company Ltd. reserves the right to operate Icebreaker Cruises temporarily with reserve vessels in case the primary vessel can not be used under the legislation of Finnish law.
Passenger information
Necessary information: full name, date of birth (dd.mm.yyyy) and nationality. The passenger information is mandatory in order to enter the port area for the Icebreaker Cruise. Any dietary requirements or allergies must be informed prior to arrival as well if meals are booked.
Cancellation or changes
We withhold the right to cancel a cruise or to change the cruise time in case of lack of appropriate amount of passenger reservations. Such cancellations or changes must be communicated to the client min. 14 days prior to the scheduled departure. If canceled, the customer is entitled to reimbursement of its payments in full.
Port entry / transfers
Harbor is located in Veitsiluoto (Rivinkarintie 69, 94830 Kemi). We offer shuttle bus transportation to the Icebreaker Sampo and Arktis cruises. Please note that shuttle bus transportation is mandatory for all customers.
Groups with own transfer:
All the vehicles transporting the customers to the Icebreaker Sampo need permission to access the harbor. Access needs to be granted before the arrival. Be prepared to show your confirmation of granted access. It will be sent to the e-mail or and mobile phone number which are given when making the application. Please read the instructions on how to get permission to access the harbor by transportation vehicle. Please note that the access permissions granting office is open only Mon – Fri 8:00 – 15:30. They do not handle any requests outside these hours.
It takes about 10 minutes by car from the Snowcastle area to Sampo or Arktis.
Ice floating event
Ice floating event is included in the Icebreaker experience, but requires a normal physical health. The staff ultimately has the right to assess the physical and mental condition of the customer and decide accordingly on participation in floating. Floating is not recommended for pregnant women. We recommend bringing a set of changing clothes with you in case of getting wet during the floating event in the rescue suit. This might happen sometimes due to the specific movements in the water with the suit on.
Service language
Language used for guiding and during all services is English if not otherwise stated or agreed. We sell private guided tours with different languages.
SnowExperience and Gemstone Exhibition entrance
The entrance to the Snow Experience and the Gemstone Exhibition is included in the Icebreaker Sampo Cruise.
Seaside Glass Villas
Check-in / check-out
Check-in time is at 16.00 and check-out at 11.00.
Wifi
There is a free wifi connection in the Villa area.
Cleaning
Cleaning after the check out is included in the room rate. Although the final cleaning is included in the price, normal housing is required meaning that furniture and other equipment are in the right place and in good condition. Additional cleaning fee will be charged if the room is stained (e.g. vomit) or a bed soaked. We will charge actual incurred cleaning costs, however additional cleaning fees will always be 300 € at minimum. The customer is obligated to pay to The Icebreaking Company Ltd. for any damages caused. Notice that smoking is not allowed in the room.
Glass roof and windows with the weather conditions
The Glass roof is heated and usually stays clean and open but during and after a heavy snowfall, the snow on the glass can take some time to melt blocking the view to the sky for a while. During changes in weather conditions or large changes in temperature, the windows may fog up for a while. The weather can change rapidly by the sea and we have taken this into consideration with the technical parts in the villas, but the weather conditions still can have their effect on the glass.
Damages and abnormal or dangerous situations
The customers are not allowed to touch the glass windows, pour water or throw any objects to the glass roof or windows. The customers are not allowed to place any heavy objects next to the windows or have heavy objects lean on the windows. The Icebreaking Company Ltd shall not be held liable for any damages to property or injuries to customers which have been caused by the willful customer’s acts or acts out of gross negligence by the customer.
Accommodation may not be used by more people than what has been reported as capacity. Use of a tent, camper and caravan in the Villa area is not allowed. There is a specific camping area during the summer time in the area with separate costs.
Smoking areas at the SnowCastle area are marked clearly. Smoking is strictly prohibited in the Villas or by the door. If smoked in the Villas, we will charge actual incurred cleaning costs, however 300 € at minimum.
No animals / pets are allowed in the Villas without a notice. We have designated pet rooms with extra cost.
Kitchen utensils need to be used appropriately. Any false fire alarms resulting from misuse will be billed to the customer.
If the customer does not in spite of the notifications by The Icebreaking Company Ltd stop causing disturbance or danger in the same or neighboring premises, The Icebreaking Company Ltd has the right to terminate the contract immediately and the costs of all the measures above will be charged from the customer.
The customer is obligated to report The Icebreaking Company Ltd. immediately about any damages in the Villas caused by the customer and pay the cost of the damage intentionally or unintentionally caused to the property. The customer will be responsible and charged for the costs of any unnecessary alarms caused by the customer e.g. fire alarms.
In case of any disturbance in the internet connection The Icebreaking Company Ltd is not liable for compensation to the customer.
The Icebreaking Company Ltd is not responsible for the luggage stored in the luggage room. Customers have a full responsibility when moving their luggage from a location to another.
SnowExperience and other snow construction
The Icebreaking Company Ltd. provides attractions from snow and ice annually.
SnowExprience is open all-year-round. We withhold the right to close temporarily for maintenance or renovation of the exhibition room. In the winter months, we also build outdoors of snow, either an attraction or an activity park, or something else related to snow construction (usually open mid-January-mid-April, weather permitting). More specific information about this is provided on our website before the winter season. We do not build the outdoor SnowCastle with restaurant and hotel services at the moment. Customers are kindly reminded to move cautiously in the snow and ice surroundings. Running and touching the ice sculptures are strictly prohibited. A minimum charge of €300 will apply for any damage to the snow and ice sculptures.
Restaurant services
The Icebreaking Company Ltd. offers restaurant services. We withhold the right to make changes in the opening times of the restaurant services according to the demand, seasonality etc. We hold the right to make changes in the ingredients of the dishes according to the seasons and availability of the ingredients.
Activities by The Icebreaking Company Ltd. and subcontractors
All vehicles used in the activities are insured as required by Finnish law and the coverage is subject to the above mentioned Motor Liability Insurance terms and conditions. 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 Finland.
Compensations are based on tariffs in accordance with laws and regulations of Finland and orders of the Finnish authorities. If an injured party has willfully or out of gross negligence caused his/her own injury, the injured party is not entitled to compensation.
As the responsible activity organizer, The Icebreaking Company Ltd. or its subcontractors reserve 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 for the comfort of the participants. The Icebreaking Company Ltd. also reserves the right to discontinue the activity if a participant/participants are in poor health or are otherwise seen as a potential danger to himself/herself or to others. The Icebreaking Company Ltd uses subcontractors in transfers and activities.
Applicable Law and Jurisdiction
These terms and conditions shall be governed by and construed in accordance with the Finnish Law. The Finnish Courts shall have the exclusive jurisdiction to settle any dispute, controversy or claim related to such a demand. The District Court of Rovaniemi (in Finnish: Rovaniemen käräjäoikeus), placed in Rovaniemi, shall be the court of first instance.
Severability Severability if any part, term or provision of these terms and conditions are partly or wholly held invalid, illegal or unenforceable, the validity or enforceability of other provisions, extent part and remainder of these terms and conditions shall remain in full force and effect.
Complaints
All comments related to the equipment and condition of the accommodation or services must be presented immediately and during the stay directly to The Icebreaking Company Ltd. If the customer has not been in contact with The Icebreaking Company Ltd during the stay about any discomfort, the customer loses the right to any compensation unless The Icebreaking Company Ltd has acted willfully or out of gross negligence. If the solution on the matter is not satisfactory to the customer during his stay with The Icebreaking Company Ltd., notice must be sent in writing to The Icebreaking Company Ltd no later than one week after the departure from the accommodation or the provided service.
Other Conditions
The Icebreaking Company Ltd is not responsible for printing errors in brochures or other changes to be considered as having minor significance in the provided services. The Icebreaking Company Ltd. withholds the right to correct clerical errors and miscalculations in pricing before signing a contract.
Liability and liability insurance
The Icebreaking Company Ltd shall exercise pro-activity, contingency, due diligence and appropriate health and safety measures in accordance with the laws and regulations of Finland and the Finnish standards of recommended practices for programme and accommodation services at all times when delivering offered services under these terms and conditions. The Icebreaking Company Ltd has a General Third Party Liability Insurance for bodily injury and property damage according to the terms and conditions of If P&C Insurance Company Ltd.
Personal travel insurance is always highly recommended, especially for any exceptional situations. The Icebreaking Company Ltd is under no obligation to accept cancellations or transfers of reservation without charges for example, on the basis of a medical certificate or any other equivalent certificate. Even in these situations, we apply the cancellation terms mentioned in our terms and conditions. In any case, where the liability of The Icebreaking Company Ltd is not based on a personal injury or result of a willful act or act of gross negligence, the liability of The Icebreaking Company Ltd is limited to three times the total price of the services.
Force Majeure
Some services are subject to weather permitting. Neither party shall be held liable for any default, damage or loss due to a force majeure condition or any other unreasonable impairment of the party operations due to a similar cause (including but not limited to war, strike, weather, lack of snow and ice, or other natural conditions).