BookNorway – Terms and Conditions
Contents of the Terms and Conditions:
- General Information
- Your Contract
- E-tickets explained
- Cancellations or Modifications to your Booking by you
- Payment
- Passport, Visas
- Other Terms
GENERAL INFORMATION
Please read these Terms and Conditions before making any booking. It is importantthat you understand our contractual relationship related to your use of BookNorway’s Reservation Services.
Note that BookNorway AS is not a Travel Supplier but a Distributor for a wide range of Norwegian Travel Suppliers. BookNorway does not run or own travel portals – we are a Reservation Service Company that is empowering major Norwegian travel portals – such as the Official Norwegian Travel Portal www.visitnorway.com – to offer reservation services to their Visitors. For you as a Traveller to Norway, BookNorway is offering VisitNorway.com visitors a one-stop-shop where you are invited to search and book the widest selection of Norwegian travel products.
Book Norway will relate to your request in two steps: First, within 72 business hours, we will control availability and get a definite confirmation of your chosen travel services if they were not granted by the supplier at the time you made the reservation. If the services cannot be delivered at the time or at the price indicated in your booking, we will contact you in accordance with chapter 2, section 4 below to make the required rearrangements. After 72 hours, your booking shall be regarded as confirmed unless BookNorway has contacted you within the time limit.
Note that reservations including more than one travel product will be covered by the Norwegian Package Tours Act. Our conditions as set forth below have been formulated with due respect to the rights of the package tour customer. If any contradictions between our conditions and the Package Tours Act should occur, the law prevails.
All travel products available via BookNorway, are supplied within Norwegian laws and regulations. Requirements that go beyond these laws and regulations can be passed forward as requests, but cannot be claimed as part of the contract unless the supplier in question accepts so.
For Online Reservations (where our customers complete their reservation online) BookNorway does not charge our customers any booking fees. In the event of manual assistance to complete new reservations or changes to existing reservations, our customers pay the following fees:
- Booking fee – a service fee per reservation charged by our Reservation Support Centre when customers call for manual assistance to make or complete their reservations
- Administration fee. In the event that you wish to make alteration(s) to your booking (including (but not limited to) cancellations, refunds and amendments), you will need to contact our Reservation Support Team for assistance. BookNorway will charge you an Administration fee per booking to cover the administration costs incurred by BookNorway.
How to contact BookNorway’s Reservation Support Centre?
- via phone – call +46 (0) 8 120 018 49 during Reservation Support Centre Opening Hours (09:00 am – 17:00 pm CET (Central European Time) – excluding Sat – Sun & Public Holidays)
- via e-mail – reservations@booknorway.no
- via surface mail to BookNorway, Nydalveien 33, 0484 Oslo, Norway
2. YOUR CONTRACT
BookNorway acts as Distributor for Travel Suppliers. For the purpose of these Terms and Conditions the term ‘Travel Supplier’ includes, amongst others, the following types of travel industry companies: Destination Marketing Organizations (DMOs), Hotel chains, Activities suppliers, Tour operators, Accommodation aggregators, Ferry companies, Cruise companies, Car rental suppliers and Airlines.
A ‘booking’ means any purchase of products or services you make on our web pages or through our Reservation Support Center and which is accepted by us. Acceptance will be made by BookNorway (and a contract concluded) when we have confirmed the reservation by sending you a confirmation e-mail.
When you make a booking via BookNorway, and your preferred travel product or service is available, the contract will be between BookNorway and you. Ahead of your trip, any queries or concerns relating to the product should be addressed to BookNorway.
Whilst every effort has been made to ensure accuracy and availability, some errors might still occur. Once aware of such incidents we will make all reasonable effort to advise you within 72 business hours after the completion of the booking process. We reserve the right to cancel the reservation and refund all monies paid, and this of course will be without any liability to you. In the event of the supplier cancelling or amending your reservation after the booking has been made, we will make every effort to advise you as soon as possible. Should the supplier be unable to fulfill your reservation, you will have the choice of accepting an (offered) alternative or cancelling your reservation with a full refund of all monies paid. In cases where the supplier is unable to provide an alternative within the 72 hour limit, we reserve the right to cancel your reservation with a full refund but no other compensation.
In relation to the ‘special requests’ options relating to any product (e.g. disabled facilities, child seats etc.), BookNorway does not guarantee any such requests but will pass these requests on to the Travel Supplier. If the Travel Supplier fails to issue any confirmation of your requests within 72 business hours, it is your responsibility to make contact with the supplier in order to ensure that your request can be met. If requests that are vital for your travel cannot be confirmed, you are free to cancel the service in question, or, if it constitutes part of a package travel, the whole package. You must then forward your cancellation to BookNorway no later than 48 hours after being informed of this situation.
Applicable taxes, fees and charges imposed by the government or other authority, or by the operator of an airport or ferry port, shall be payable by you – even when they have been imposed after your reservation was paid for or after your e-ticket was issued. If the total amount of a package thus increases more than 10%, you are entitled to cancel the whole package. If you want to do so, you must inform BookNorway as soon as possible and no later than 48 business hours after you being informed of the increase.
2.1. Travel Supplier Conditions
The following applies to all products or services booked via BookNorway:
For Accommodation reservations general cancellations conditions apply for all Travel Suppliers. For other product categories such as Flights, Ferry transportation, Cruise (incl. Hurtigruten) and Car rental, the Travel Supplier’s terms and conditions (including fare rules) will apply in addition to BookNorway’s specific conditions set out in this Document. These conditions are also to be considered as special package travel conditions, and it is your responsibility to read these conditions, see the following subsections. The Travel Supplier’s terms and conditions may include provisions relating to payment procedures, default, liability, cancellations, changes of bookings, refunds and any other restrictions. Consequently, as you move through our Reservation Service, you will see info on terms applying to specific Travel Supplier products. You are advised to read those terms carefully.
You are responsible for complying with any Travel Supplier specific conditions in relation to check-in times, reconfirmation of flights, or other matters.
2.1.1. Flights
BookNorway make flights available to our customers through real time, online connections to large databases operated by third parties. These databases are commonly called Global Distribution Systems (GDS) or Central Reservation Systems (CRS) and it is through these GDS/CRS that BookNorway purchase the relevant ticket(s). Be aware that certain airlines do not maintain “real time” seat availability in the GDS/CRS. Whilst every effort is made to reflect the true situation, instances may occur when airlines cancel sales. BookNorway will advise you within 72 hours if this is the case and will do all we can to reinstate your booking. However, we will not be liable for any additional costs incurred in having to purchase new tickets at higher fares. Payment for tickets will of course be refunded to you if the reservation is terminated by the airline or us.
Please note that in relation to air fares there may be terms specific to that fare. For example, air tickets may be non-changeable, non-refundable or have other information related to itinerary and refunds.
International travelers who are seeking to travel to the United States under the Visa Waiver Program (VWP) are now subject to enhanced security requirements. All eligible travelers who wish to travel to the U.S. under the Visa Waiver Program must apply for authorization. ESTA is not required for people traveling to the U.S. with a valid visa for the purpose in which it was issued. Those who do not get their ESTA application approved will need to apply for a Visa. Travelers who do not hold an ESTA approval may be denied to board US bound flights. Print a copy of your approved application as it contains your ESTA number that may be needed for reference purposes during your travel. Link: https://esta.cbp.dhs.gov/esta/
In the event that you would like to cancel or amend your flight booking, it is your responsibility to notify BookNorway’s Reservation Support Centre verbally at +46 (0) 8 120 018 49 during Reservation Support Centre Opening Hours (09:00 am – 05:00 pm CET (Central European Time) – excluding Sat – Sun & Public Holidays) or by e-mail to reservations@booknorway.no. Cancellation or amendments are only valid after you have received confirmation via e-mail from our Reservation Support Centre.
If you are holding a flight booking and you do not notify us of your desire to cancel, this will be treated as a “no-show” and could result in you losing the paid amount.
Please also note that a ‘no-show’ for a flight may result in your entire ticket being cancelled by the airline and therefore may not be refundable. In other words, flights must be used in the order set out in your itinerary, and a failure to use the outbound flight or first stage of a journey could invalidate the rest of the ticket.
The majority of airlines reserve the right to make schedule changes and cancel confirmed bookings. These conditions are part of your contract with Book Norway. In the event of schedule changes or cancellations, we will provide you with any reasonable assistance you may need via our Reservation Support Center, and if no satisfactory alternative can be offered, your rights to cancel if the service in question constitutes part of a package travel will be executed according to Norwegian Package Tour legislation.
Please note that airlines do not generally allow name changes on flight bookings.
In some cases when you are unable to take your flight and the ticket is non-refundable, you may be eligible to claim some or all of the taxes charged at the time of purchase. If you wish to make a claim for any taxes that may be refundable please do so in writing to the following address e-mail address reservation@booknorway.no. Please note that both the Airline and BookNorway may charge Administration fees to cover their cost of processing such refunds. Refunds can only be processed to the form of payment used at the time of booking. All refunds are subject to the Travel Suppliers’ Policies.
Flight reservations on BookNorway are limited to reservations/itineraries that include departure points or destinations in Norway, Sweden or Denmark.
Check-in deadlines may vary from airport to airport. The recommended minimum check-in time for international flights is 120 minutes prior to departure and for domestic flights, 90 minutes before departure.
BookNorway has no control over the allocation of seats, even if pre-booked with the airline, and can make no guarantee that specific seats will be available on departure.
Some itineraries require a change of aircraft en-route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However, stops may be made en-route for re-fuelling or to let passengers on and/or off.
Regulations vary with each airline, but some will refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. If in doubt, please check with the airline concerned and consult your doctor. Infants must be 6 weeks old or more to travel by air and must either sit on an adult’s lap or occupy an infant seat. Please contact the airline you are travelling with for details of appropriate seats. Generally, children aged 2 years or more must occupy a seat. Also note that any child 16 years of age or under may be regarded by an airline as a minor and therefore be restricted from travelling on their own.
The “children’s age” you stated in the BookNorway flight search boxes, must be your children’s age at the time of the last flight of your reservation.
Also, be aware that air carriers are entitled to refuse wheelchairs according to security standards for the operating aircraft, and that this might even happen at check-in or at the gate. The carrier will then be responsible for your situation according to the governing European aviation legislation.
2.1.2. Accommodation
2.1.2.1. General conditions
Prices stated are per room/per night or per unit (cottages, holiday houses, fishermen’s cabins, apartments)/per period and include VAT.
Our accommodation suppliers have guaranteed BookNorway to supply us with their Best Available Rates – e.g. the best rates that the accommodation company is offering through online distribution channels at the point of purchase for the same dates and at the same terms and conditions.
In the event that you would like to cancel or amend your accommodation booking, the Travel Supplier’s cancellation policy will be available on your confirmation e-mail. If you wish to cancel your accommodation reservation, it is your responsibility to notify BookNorway’s Reservation Support Centre verbally at +46 (0) 8 120 018 49 during Reservation Support Centre Opening Hours (09:00 am – 05:00 pm CET (Central European Time) – excluding Sat – Sun & Public Holidays) or by e-mail to reservations@booknorway.no. Cancellations or amendments are only valid after you have received confirmation via e-mail from our Reservation Support Centre.
Whilst we attempt to ensure that property images and descriptions of amenities and facilities displayed on BookNorway are an accurate and up to date representation of the properties, we cannot guarantee this always to be the case as we obtain this information from our Travel Suppliers. Images and information are provided to give a general ‘feel’ for the accommodation. Be aware that images of room types do not necessarily represent the actual room or even the bed configuration of the room being purchased. Also, there may be an additional charge for extra beds or cots.
Breakfast is included in hotel reservations unless otherwise stated in your confirmation. For other accommodation types than hotels breakfast will only be included if stated in the confirmation.
In the event of availability or quality issues with your accommodation, the Travel Supplier will make a strong effort to relocate you to the same or a superior type of accommodation. Should you wish to re-book a different property at a higher price, you will be liable for the additional cost.
2.1.2.2. Hotel, hostels, guest houses, camping
Cancellations for hotels, hostels, guest houses, camping must be made no later than 4 pm local Norway time the weekday (Mon – Fri) before the reserved check-in date unless something else is stated in the conditions for the specific hotel. Hotel/hostel/guest house/camping reservations are fully refundable – after deduction of Administration fees – when cancelled within the deadlines.
Check-in / Check-out times: Generally guests can check into a hotel, hostel, etc. at 3pm and check out at 12am. However, variances may apply. Note that there will be no refunds for no-shows or early check outs.
2.1.2.3 Vacation rental (cottages, summer houses, etc.)
Payment, cancellations and changes: For cottages/summer houses/apartments rented for pre-defined periods (e.g. 1 week, 2 weeks, weekend, etc.) cancellations later than 60 days prior to check-in date do not qualify for any refund. For vacation rental reservations made more than 90 days before the beginning of the rental term or more, the following conditions shall apply: The first installment of NOK 8000 (approx. EUR 1000) is paid upon making the reservation. The second installment which amounts to the remaining amount falls due no later than 70 days before the beginning of the rental term and has to reach BookNorway no later than that time.
For reservations made less than 90 days before the beginning of the rental term, the total rental price shall fall due immediately when making the reservation. If the terms of payment are not complied with, this shall be regarded as a breach and BookNorway is entitled to terminate the rental agreement without notice but will, if possible, give notice to the tenant before termination. Termination of the rental agreement shall not exempt the tenant from the obligation to pay rent and the situation shall be regulated according to the provisions regarding cancellation in this document.
Extras: Some holiday resorts offer bed linen, final cleaning, boat rental etc., as stated in each individual description on the presentation pages. These services may be booked upon making your reservation or by contacting BookNorway’s Reservation Support Centre no later than two weeks prior to arrival. Tenant must otherwise provide their own bed linen (except duvets and pillows), towels, toilet articles, kitchen linen, cleaning agent, toilet paper, kitchen tissues, unless otherwise is mentioned in the presentation. Electricity and possibly firewood is included in the price, unless otherwise is mentioned in the presentation of the cabin on our web site.
Check-in/check-out times: The period of tenancy normally starts on the day of arrival at 15.00, and ends on the day of departure at 11.00. The arrival and departure times stated on the reservation confirmation are always applicable. If arrival does not take place on the first day of the tenancy period, or by a late arrival, BookNorway should be adviced via e-mail to reservation@booknorway.no at least 3 days prior to arrival. The key is usually only handed out on presentation of the original rental agreement.
Pets and allergies: House pets are only allowed where it is particularly stated in the presentation of the holiday home, or by approval of the owner. In some houses, pets are not allowed. Neither the holiday home owner nor the rental agent or BookNorway can guarantee that there have been no pets in the house on prior occasions.
Number of guests: At any time, the holiday home and the property belonging to it may only be occupied by the number of persons stated on the Internet presentation, and in the reservation confirmation including children regardless of their age. It is forbidden to raise a tent, bring a caravan or anything similar to the ground surrounding the holiday house, unless confirmed from BookNorway in writing at least two weeks prior to arrival.
Cleaning: The tenant shall leave the property tidy and thoroughly cleaned. The tenant shall be particularly aware of cleaning the refrigerator, freezer, stove, oven, grill, and sanitary installations. The property shall always be vacated in a condition in which the tenant would like to receive it. The costs for the lack of or insufficient final cleaning shall be invoiced to the tenant. An ordered final cleaning will not exempt the tenant from the obligation to do the dishes, empty the refrigerator and tidy up in and around the holiday home before departure. Any damage or insufficient cleaning plus an administration fee will be invoiced.
Complaints related to vacation rental: Immediately upon taking over the holiday home and no later than 72 hours from the beginning of the rental term or from the finding of a damage, the tenant shall address any complaint on the location to the holiday home owner or – if the holiday home owner can not be reached – to BookNorway (by phone or e-mail). Instructions found in the cabin must be followed before reporting a damage. In case of a complaint, the tenant shall grant a reasonable time-limit to remedy or repair any damage. Early departure before the end of the rental term without prior agreement with BookNorway will be at the tenant’s own expense and risk. The tenant risks not being able to terminate the rental agreement and also risks losing the right for compen¬sation and a price reduction as the tenant prevents BookNorway or our Suppliers to remedy or repair the damage or offer relocation to a different holiday home . BookNorway and our Supplier reserves the right to remedy any com¬plaint by transferring the tenant to a different holiday home of a similar price and quality if possible. This decision will be made at BookNorway’s discretion.
Damages: The tenant shall treat the rented premises in a responsible manner. The tenant must return the rented premises in the same condition as it was received except ordinary wear and tear. The tenant is liable towards the holiday home owner for any damage to the holiday home and/or its inventory inflicted during the rental term by the tenant or others who were given access to the rented holiday home by the tenant. Damage to the holiday home and/or its inventory inflicted during the rental term must be reported to BookNorway immediately.
Deposits: According to the holiday home owner’s wishes, the rental agreement may depend on payment of a deposit which shall be charged on payment of the rent or when the tenant picks up the key. The deposit serves as the holiday home owner’s security in case of damage to the holiday home and/or lack of or insufficient final cleaning. The size of the deposit depends on the size and amenities of the holiday home. The size of any deposit appears during the reservation process and on the reservation confirmation. Settlement of the deposit shall be no later than 3 weeks after the tenant’s departure from the holiday home. Use of telephone and other payable extras consumed during the stay will be deducted. Any damage or insufficient cleaning plus an administration fee will also be deducted. If the amount of the above exceeds the deposit, the tenant will be invoiced the amount due.
2.1.3. Car rental
BookNorway makes car rental available to our customers through real time, online connections to large databases operated by third parties. These databases are commonly called Global Distribution Systems (GDS) or Central Reservation Systems (CRS) and it is through these GDS/CRS that BookNorway purchase the relevant car rental(s).
Our car rentals suppliers supply BookNorway with their Best Available Rates – e.g. the best rates that the car rental company is offering through online distribution channels at the point of purchase for the same dates and at the same terms and conditions.
Cancellations for car rental must – as a general rule – be made no later than 4 pm local Norway time the weekday (Mon – Fri) and no later than 24 hours before the reserved pick-up time. Please note that in relation to car rental there may also be additional terms and limitations specific to the rate you have selected. For example, cancellation times, limited refundability, limited mileage, etc.
In the event that you would like to cancel or amend your car rental booking, the Travel Supplier’s cancellation policy will be available on your confirmation e-mail. If you wish to cancel your car rental reservation, it is your responsibility to notify BookNorway’s Reservation Support Centre verbally at +46 (0) 8 120 018 49 during Reservation Support Centre Opening Hours (09:00 am – 05:00 pm CET (Central European Time) – excluding Sat – Sun & Public Holidays) or by e-mail to reservations@booknorway.no. Cancellations or amendments are only valid after you have received confirmation via e-mail from the Reservation Support Centre.
Our car rental rates include: Airport surcharges, Collision damage waiver (CDW), Theft protection (TP), Third party insurance, Unlimited milage (unless otherwise specified in confirmation) Tax/VAT (on mandatory items).
Our car rental rates do not include: Fuel, Additional driver fee, Child seat or Booster seat, Additional requested equipment, Additional waiver insurance, Personal Accident and effect coverage (PAE), Road tax/Toll road fees, Navigation system, Young driver surcharge/fee, Late delivery fee/surcharge. These fees, surcharges, etc. shall be settled directly with the car rental company upon car pick-up or drop-off.
For car rental, if you fail to cancel your reservation within the cancellation deadlines, do not collect the vehicle on the pick-up date, or if you fail to comply with other pick-up terms, BookNorway reserves the right to make a ‘no-show’ charge of 100% of the total car rental booking value.
Car rental reservations on BookNorway are limited to car rentals with pick-up in Norway, Sweden or Denmark.
Minimum age in Scandinavia for renting a car is set by the car rental companies at 21 years – for certain car types 23 – 25 years.
All drivers must display a full valid driving license and credit card at time of pick up.
Please note that after you made your reservation with BookNorway, additional charges may be available and payable upon pick-up (e.g. optional insurance, additional drivers, mileage) as further set out in the specific car rental company’s terms and conditions.
If you wish to extend the rental period after collection of the car, or if you return the car later than stated on your BookNorway e-ticket, you will be charged locally at the local daily rate, which may be higher than our rates. No refunds are payable on cars returned earlier than the booked drop-off time.
2.1.4. International Ferry companies
BookNorway make international ferry transportation to/from Scandinavia available to our customers through real time, online connections to large databases operated by third parties. These databases are commonly called Central Reservation Systems (CRS) and it is through these CRS’ that BookNorway purchase the relevant ticket(s). Whilst every effort is made to reflect the true situation, instances may occur if ferry companies cancel sales. BookNorway will advise you within 72 hours if this is the case and will do all we can to reinstate your booking. However, we will not be liable for any additional costs incurred in having to purchase new tickets at higher fares. Payment for tickets will of course be refunded to you if the reservation is terminated by the ferry company or us.
Please note that in relation to ferry rates there may be terms specific to that fare. For example, ferry tickets may be non-changeable and non-refundable and have other information related to itinerary and refunds. In the event that you would like to cancel or amend your ferry transportation booking, it is your responsibility to notify BookNorway’s Reservation Support Centre verbally at +46 (0)8 120 018 49 during Reservation Support Centre Opening Hours (09:00 am – 05:00 pm CET (Central European Time) – excluding Sat – Sun & Public Holidays) or by e-mail reservations@booknorway.no. Cancellations or amendments are only valid after you have received confirmation via e-mail from the Reservation Support Centre.
If you are holding a ferry (transportation) booking and you do not notify us of your desire to cancel, this will be treated as a “no-show” and could result in you losing all that you paid. Please note that in relation to ferry transportation, no-show for one transportation leg may result in your entire ticket being cancelled by the ferry company and therefore may not be refundable. In other words, ferry (transportation) tickets must be used in the order set out in your itinerary – and a failure to use the outbound or first stage of a journey ticket could invalidate the rest of the ticket.
The ferry companies reserve the right to make schedule changes and cancel confirmed bookings. These conditions are part of your contract with Book Norway. In the event of schedule changes or cancellations, we will provide you with any reasonable assistance you may need via our Reservation Support Center, and if no satisfactory alternative can be offered, your rights to cancel if the service in question constitutes part of a package travel will be executed according to Norwegian Package Tour legislation.
The “children’s age” you stated in the BookNorway ferry search boxes, must be your children’s age at the time of the last transportation leg of your reservation.
2.1.5. Coastal cruises/Hurtigruten
BookNorway make coastal cruises available to our customers through real time, online connections to the coastal cruise company. Whilst every effort is made to reflect the true situation, instances may occur when suppliers cancel sales. BookNorway will advise you within 72 hours if this is the case and will do all we can to reinstate your booking. However, we will not be liable for any additional costs incurred in having to purchase new tickets at higher fares. Payment for tickets will of course be refunded to you if the reservation is terminated by the coastal cruise company or us.
Hurtigruten reserve the right to make schedule changes and cancel confirmed bookings. These conditions are part of your contract with BookNorway. In the event of schedule changes or cancellations, we will provide you with any reasonable assistance you may need via our Reservation Support Center, and if no satisfactory alternative can be offered, your rights to cancel if the service in question constitutes part of a package travel will be executed according to Norwegian Package Tour legislation.
Hurtigruten reserves the right to add certain charges to the price of your booking, such as, for example, a fuel surcharge. No such charges will be made less than 30 days before your departure. Should prices be reduced as a result of the same changes, the price adjustment will be credited to you. In the event that a Hurtigruten price increase exceeds 10%, you retain the right to cancel your booking at no charge within two weeks after you receive notice of the increase in price.
Payment conditions: For Hurtigruten reservations made more than 90 days before the beginning of the cruise, the following payment conditions shall apply: The first installment of at least NOK 8000 (approx. EUR 1000) is paid upon making the reservation. The second installment which amounts to the remaining amount falls due no later than 70 days before the beginning of the voyage and has to reach BookNorway no later than that time. For reservations made less than 90 days before the beginning of the voyage, the total price shall fall due immediately when making the reservation. If the terms of payment are not complied with, this shall be regarded as a breach and BookNorway is entitled to terminate the agreement without notice but will, if possible, give notice to the traveler before termination. Termination of the agreement shall not exempt the traveler from the obligation to pay and the situation shall be regulated according to the provisions regarding cancellation in this document.
Cancellations and changes: Cancellation fees for Hurtigruten are as follows; More than 90 days prior to departure: no fee, 90 – 61 days before: 20% fee, 42 – 60 days: 30% fee, 28 – 41 days before: 60% fee, 14 – 27 days before: 90% fee, less than 14 days before: 100% fee. For cancellations and changes to existing reservations handling fees will apply.
In the event that you would like to cancel or amend your coastal cruise booking, it is your responsibility to notify BookNorway’s Reservation Support Centre verbally at +46 (0) 8 120 018 49 during Reservation Support Centre Opening Hours (09:00 am – 05:00 pm CET (Central European Time) – excluding Sat – Sun & Public Holidays) or by e-mail to reservations@booknorway.no. Cancellation or amendments are only valid after you have received confirmation via e-mail from our Reservation Support Centre.
Whilst we attempt to ensure that images and descriptions of amenities and facilities displayed on BookNorway, are an accurate and up to date representation, we cannot guarantee this always to be the case. Cabin images and information are provided to give a general ‘feel’ for the accommodation. Be aware that images of cabin types do not necessarily represent the actual cabin being purchased.
3. E-TICKETS/E-CONFIRMATIONS EXPLAINED
The following applies to all products or services booked via BookNorway:
E-ticketing is a ‘paper-less’ way to book and complete travel. Once you’ve made your booking, it is stored electronically by BookNorway and the Travel Supplier. BookNorway will send you a confirmation e-mail with your booking reference number, which serves as a receipt and proof of your confirmed bookings. . You will NOT receive a physical ‘e-ticket’ or paper tickets to present at the airport, at the hotel, at the car rental counter, etc. Please make sure that you check your mailbox regularly in the time between booking and departure, as our obligation to inform you of changes etc. is fulfilled after having forwarded information to your confirmed e-mail address.
Take a printout of your confirmation e-mail with you. Please note that you may be required to produce your booking number and/or confirmation email to the relevant Travel Supplier as evidence of your booking.
Please note that some Travel Suppliers may have their own rules and regulations with regard to e-ticketing.
BookNorway relies on the information that you provide as being accurate and therefore cannot be held responsible if your e-ticket does not arrive due to an incorrect email address or your junk email settings. You must notify us immediately if you change your email address or contact telephone number. In addition, please check that the name on your passport matches the name on your ticket and/or booking confirmation.
4. CANCELLATIONS OR MODIFICATIONS BY YOU TO YOUR BOOKING
The following applies to all products or services booked via BookNorway:
Your ability to cancel or modify a booked travel product or service, and the method for doing so, will depend on the specific Travel Supplier’s terms and conditions. It therefore may not be possible to cancel or modify some products or services, or there may be specific requirements you will have to meet.
We are not responsible for any modifications you make to your trip without our assistance. If changes or cancellations are permitted, then please call BookNorway to make the change. You can reach the BookNorway Reservation Support Team at +46 (0) 8 120 018 49 or e-mail reservations@booknorway.no.
In the event that you make any alteration(s) to your booking (including, but not limited to, cancellations, refunds and amendments), you will need to contact our Reservation Support Team. BookNorway will charge you an Administration fee per booking to cover the administration costs incurred by BookNorway. The same fee amount will apply regardless of the price of your reservation. These Administration fee charges do not include possible charges imposed directly by the Travel Supplier due to, for example, limited-refundability conditions of the specific rate/product. Neither does the fee include any differences in the fare as advised by the Travel supplier at the time of making the change. In the event that you make a change to your booking, please note that any current fare/rate available through BookNorway is not relevant to the cost of making your change.
Credit card fees paid by BookNorway and Reservation Support Centre related Booking fees paid for the initial reservation are non-refundable in the event of you initiating a cancellation.
When you make a booking modification, it is your responsibility to ensure that it does not conflict with any other products or services you have purchased.
For those reservations which are refundable or cancelled by us, refunds will be processed and refunded back to the card used at the time of booking.
See product category specific rules under the following chapters above:
2.1.1. Flights
2.1.2. Hotels and other accommodation
2.1.3. Car rental
2.1.4. International ferries
5. PAYMENT
Full payment for all flight bookings and economy ferry fares is required at the time of booking. For other products BookNorway will allow split payment if the gross reservation amount exceeds NOK 8.000 (approx. € 1000) and the reservation takes place at least 90 days prior to initial check-in/car rental pick-up/ departure for the initial transportation leg, in which case the first installment will be NOK 8.000.-/approx. € 1000. The second (and last) installment will need to be paid no later than 70 days prior to initial check-in/pick-up/departure for the initial transportation leg. Reservations made less than 90 days prior to initial check-in/car rental pick-up/ departure are paid by card upon reservation. As stated in chapter 1, your payment is considered a prepayment until your booking converts to a contract (72 business hours after the booking is being made).
If you have not paid for the entire or part of your reservations before the specified time limit(s), we may cancel your reservation.
Before payment is received in full, BookNorway is not obliged to issue any e-tickets, confirmations or other travel documents. However, you shall in all cases remain liable for payment of the amounts agreed for the travel products and services ordered.
Payment can be made by major debit and credit cards as detailed on the Site.
BookNorway or the Travel Supplier reserves the right to deliver e-confirmations (see 3.) or other travel documents to your credit card billing address or e-mail address when requested to do so by the credit card issuer.
All e-mail addresses used must be valid throughout the time period from reservation until completion of your trip. If there are any problems with your payment, we will contact you within 72 hours of your booking. BookNorway will not be liable for any subsequent price increase as a result of payment failure. Any price increase must be paid for by you before the booking can be confirmed.
Refunds will be processed to the form of payment used at the time of booking. The refund will be made payable to the person who made the original payment. When processing a refund, please be aware that in some cases not all taxes are refundable. A tax refund will be processed in accordance with the relevant Travel Supplier’s refund policy.
6. PASSPORTS, VISAS AND HEALTH REQUIREMENTS
Passport and visa regulations may change, and you should therefore check with the relevant embassy well in advance of travel. It is your responsibility to be in possession of a valid passport and if appropriate, a visa. It can often take some time to obtain a visa, so you are advised to apply well ahead of your departure. BookNorway accepts no responsibility for customers who do not possess the correct documents.
It is your responsibility to check and comply with any health requirements.
7. OTHER GENERALLY APPLICABLE TERMS
7.1. Liability of BookNorway
BookNorway does not accept liability for damages where the failure to provide part or all of your booking, death or personal injury is not caused by any fault of us or our Travel Supplier(s).
In respect of international travel by air, sea and rail, our liability will be limited in the manner provided by the relevant international conventions.
Where the travel services are governed by the Norwegian Package Tour Act, BookNorway accepts such liability as set forth in the legislation. For services not subject to the package tour legislation, BookNorway only accepts responsibility for errors related to our own reservation services. All other claims shall be settled between the Travel Supplier and the Customer.
BookNorway will thus not be liable for any indirect or consequential loss of any kind in contract, tort or otherwise arising out of your use of the BookNorway Reservation Service or any of the travel products or services booked or purchased unless such liability has been established by applicable Norwegian legislation.
7.2. Your responsibilities and obligations
You are responsible for checking travel documents etc. in order to determine if these are issued in accordance with your reservations. You are also responsible for having entered correct names during the reservation process for yourself and all accompanying persons. You are furthermore responsible for – to a reasonable extent – relating to instructions and information provided by the travel supplier.
It is your responsibility to ensure that you do not behave in a way which is inappropriate or causes offence or danger to others or which risks damage to property belonging to others whilst on your holiday or using a service/product. If your behavior is inappropriate and/or causes offence, or damage to others, or risks damage to property belonging to others, we and/or our Travel Suppliers (e.g. airline staff) may cancel your booking, in which case our and our Travel Supplier’s responsibility to you will cease immediately and you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such termination. Further, you will be liable to reimburse us for any expenses we incur as a result of such termination.
Your obligations
You agree to be bound by the following obligations, including without limitation:
- You accept financial responsibility for all transactions made under your name or account.
- You must be 18 years of age or over and have legal capacity.
- You warrant that all information you provide about yourself or your travel companions shall be true and accurate.
- BookNorway must not be used for speculative, false or fraudulent bookings.
- The transmission of threatening, defamatory, pornographic, political, or racist material or any material that is otherwise unlawful is expressly prohibited.
While you may make limited copies of your travel itinerary and related documents for travel or services purchased through BookNorway, you agree not to modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell or re-sell any information, software, products, or services obtained from the BookNorway service. In addition, whether or not you have a commercial purpose, you agree not to:
- access, monitor or copy any content or information of this website using any robot, spider, scraper or other automated means or any manual process for any purpose without express written permission from BookNorway;
- violate restrictions in any robot exclusion headers on this website or bypass or circumvent other measures employed to prevent or limit access to the web pages;
- take any action that imposes, or may impose, an unreasonable or disproportionately large load on the infrastructure of BookNorway or our White Label Partners; or
- deep-link to any portion of this website (including, without limitation, the purchase path for any travel services) for any purpose without express written permission of BookNorway
7.3. Queries and Complaints relating to your Booking
Please contact our Reservation Support Team, if you have any other enquiries or complaints relating to your booking prior to departure.
If you have a complaint relating to a Travel Supplier during your travel, please ensure that you immediately and officially log your complaint with the relevant Travel Supplier and get a written confirmation prior to your return/check-out.
If you have any other enquiries or complaints relating to your booking or the actual product please contact our Reservation Support Team on your return and no later than 30 days after the occurrence; giving your booking reference and/or forward all relevant information in writing. If we or any of our Travel Suppliers require further information you must supply that promptly in writing.
7.4. Use of the BookNorway Booking Service
The BookNorway reservation service is provided on an ‘as is’ and ‘as available’ basis. BookNorway does not accept any liability in respect of your ability to access or use the Booking Service at any time or any interruption in that access or use or any failure to complete any transaction.
BookNorway does not warrant that the Booking Service is free from computer viruses or other properties that may cause loss or damage.
7.5. Information on BookNorway pages
BookNorway offers all of the general information on our web pages for purposes of guidance only. Please note that BookNorway may at any time change any aspect of the Booking Service or its content, including the availability of any suppliers, features, information, database or content. BookNorway does not guarantee that the information is always up to date and it is your responsibility to ensure that you understand and comply with all relevant requirements.
BookNorway does not guarantee that information on the web pages (including without limitation prices, descriptions or dates) is free from errors or omissions but we will use all reasonable endeavours to correct any errors or omissions as soon as practicable once they have been brought to our attention. By way of example, the majority of hotel and other accommodation descriptions are fed directly to our Reservation Service by the Travel Suppliers or Norwegian Destination Management Organizations (DMOs) themselves.
7.6. Customer reviews and other customer generated content
BookNorway will offer an online facility allowing customers to post Reviews. We may collect and display reviews, comments and other material from customers after they have completed the consumption of products purchased via BookNorway. You disclaim any proprietary rights you may have in such Customer Reviews, and your review(s) may be freely used, copied, distributed and made available in any medium and in any form by BookNorway or its affiliates without your permission.
Specifically, by using the BookNorway Customer Review service, you represent and warrant that:
- you control all of the rights to the User Reviews that you post;
- as at the date of posting, the User Reviews submitted are accurate;
- you will not intentionally or recklessly post information that could cause injury or offend any person;
- you will not post any comments, information or material that is untrue; malicious; defamatory; abusive; obscene or could reasonably be taken as such;
- you will not act in any way to deceive or mislead and will not engage in or encourage any fraudulent or illegal activity;
BookNorway does not edit Customer Reviews submitted and to the fullest extent permitted by law will not be in any way responsible or liable for such Reviews or their subsequent posting, use or distribution. In addition, BookNorway does not verify, endorse or approve the views or comments expressed in any Reviews which are the personal views of the individuals submitting them. Any decisions made on the basis of reviews or comments appearing on the service are taken at your own risk
BookNorway reserves the right for any reason in its sole discretion to refuse to post or remove (without notice) any Reviews. Amongst other things, this includes situations where BookNorway receives a third party complaint and/or has reason to believe that there has been a breach of these terms and conditions.
If you have a complaint about any reviews, comments or material posted on this website you should put such complaint in writing (giving as much information as possible about the circumstances) to: reservations@booknorway.no.
7.7. Indemnification
You agree to indemnify, defend and hold harmless BookNorway, its officers, directors, employees, agents, licensors, suppliers and any third party information providers to the Service from and against all losses, expenses, damages and costs, including legal costs:- (i) resulting from any violation of these terms and conditions (including negligent or wrongful conduct) by you or any other person accessing the BookNorway’s Reservation Service; and, (ii) howsoever arising as a result of any action you take as either a direct or indirect result of information, opinions or other materials on BookNorway, or generated from BookNorway and its services. It is solely your responsibility to evaluate the accuracy, completeness and usefulness of all opinions, services, merchandise and other information provided through BookNorway and its services.
7.8. Force Majeure
BookNorway shall not be liable for any failure in the course of this Agreement if the same shall arise out of a force majeure event. This shall include without limitation government intervention, wars, civil commotion, hijacking, fire, flood, accident, storm, strikes, lockouts, terrorist attacks, or industrial action affecting BookNorway or its suppliers.
7.9. Currency Converter/ Reference currency
As a general rule all rates displayed on BookNorway are quoted in your selected currency as well as in Norwegian kroner (NOK) and paid in Norwegian Kroner (NOK). As guidance, visitors to BookNorway web pages can select their desired reference currency, which gives an approximate conversion based on an exchange rate that will normally be no older than 24 hours. Note that in cases of split payment, the exchange rate may have changed at the time of paying the last installment compared to the time of the initial booking.
7.10. Copyright and Trademarks
BookNorway or any other product names, company names, trademarks, logos, photos, video, texts or other copyright protected material etc. cited herein are the property of their respective owners. All such content is protected by intellectual property and copyright laws of Norway and foreign jurisdictions. Unauthorized use of the content may violate applicable copyright, trademark or other intellectual property laws or other laws.
The material contained within the BookNorway pages is the property of BookNorway or its affiliates unless identified as belonging to third parties.
7.11 Privacy Policy
The terms of the BookNorway Privacy Policy are incorporated into these Terms and Conditions. You agree to the use of personal information by BookNorway and its suppliers in accordance with the terms of and for the purposes set forth in the BookNorway Privacy Policy. View full Privacy Policy
7.12. Security Policy
BookNorway uses secure technology in order to safeguard personal information and financial transactions. BookNorway complies with the procedures and security standards as further set out in the BookNorway Security Policy
7.13. Changes to Terms and Conditions
BookNorway reserves the right to change or update the Terms and Conditions relating to use of the Service from time to time without prior notice to you. The current version of the Terms and Conditions will be displayed within the BookNorway pages from the date on which any changes come into effect. Continued use of the BookNorway Booking Service following any changes to the Terms and Conditions shall constitute your acceptance of such changes.
7.14. Governing Law
These terms and conditions form a contract between you and BookNorway AS, which is a Reservation Service operating from Norway and governed by Norwegian law. You agree that any disputes will be dealt with by the city court of Oslo in accordance with the laws of Norway. You also agree that BookNorway’s failure to insist upon or enforce strict any part of these Terms and Conditions shall not be construed as a waiver of the whole of this Agreement.
The Reservation Service is offered to you by BookNorway, whose registered office is at Nydalveien 33, 0484 Oslo, Norway. All legal documents should be sent to this address. All correspondence related to our Reservation Support Centre should be sent to BookNorway Reservation Support Centre: Best City Booking AB, Kungsgatan 34-36, SE-411 19 Gøteborg or e-mail reservation@booknorway.no
Last updated 02/04/2013
