TERMS & CONDITIONS
We are Love Norway Limited; a limited company incorporated in England, trading as Love Norway Limited (company number 11418486) whose trading and registered address is at 20-22 Wenlock Road, London. N1 7GU. United Kingdom ('we', 'us', 'our'). We are specialist Norwegian travel organisers and our business operates out of the United Kingdom (UK). Our services are as advertised on our website.
Application of These Terms & Conditions
These terms and conditions “The Terms and Conditions” and any further terms and conditions notified to you by us prior to your entering into a contract with us, including any terms and conditions on our website which are relevant to your booking and any other terms which we both otherwise agree will be binding on Love Norway Limited and you, once a contract is made between us “Our Terms”.
A contract will exist between us once you have provided authorisation to complete your booking, returned your signed acceptance of Our Terms, paid your initial deposit (or such other fee as may be appropriate, for example where you are making a 'late booking') and we have issued you with our booking confirmation. Our contract with you is also subject to any third party activity provider’s terms and conditions, which you agree will be deemed, incorporated in our contract. You should read these terms and conditions carefully before you agree to them. If any part of Our Terms is found to be invalid or unenforceable, then the remainder of them will not be affected and will remain valid and enforceable.
The contract between us will be governed by English Law and any dispute will be resolved exclusively by the English courts. Our Terms do not affect your statutory rights.
We facilitate financial protection for you as follows: When you buy a package holiday that does not include a flight, protection is provided by way of Travel Regulation Insolvency Protection (TRIP). We are a company committed to customer satisfaction and consumer financial protection. In accordance with ''The Package Travel, Package Tours Regulations'' all passengers booking with us are fully insured for the initial deposit, and subsequently the balance of monies paid as detailed in your booking confirmation form. The policy will also include repatriation if required, arising from the cancellation or curtailment of your travel arrangements due to the insolvency of us. This insurance has been arranged by Towergate Chapman Stevens through Zurich Insurance PLC.
In the unlikely event of Insolvency, you must Inform Towergate Chapman Stevens immediately on +44 (0) 1932 334140 or by email at firstname.lastname@example.org . Please ensure you retain the booking confirmation form as evidence of cover and value. Policy exclusions: This policy will not cover any monies paid for Travel Insurance or any claim relating to Air Flights.
A 'package' is defined as a pre-arranged combination of at least two of the following, booked by you through us at a total price, and where the combination lasts for a period of more than 24 hours or involves overnight accommodation: (a) carriage of passengers (not short transfers); (b) accommodation which is not part of carriage or for residential purposes; (c) rental of cars, other motor vehicles within the meaning of Article 3(11) of Directive 2007/46/EC of the European Parliament and of the Council ), or motorcycles requiring a Category A driving licence in accordance with point (c) of Article 4(3) of Directive 2006/126/EC of the European Parliament and of the Council; (d)other services not part of a travel service within the meaning of points (a), (b) or (c) and a significant part of the booking (at least 25% of the value or an essential feature of the combination).
Single Service Bookings
Where a booking that you make through us does not constitute a 'package', it is deemed a Single Service Booking, our obligation is limited to using reasonable skill and care in selecting a suitable supplier for the component which you have booked e.g. accommodation and your contract will be with the supplier and not with us and in these circumstance we are acting as an agent to the supplier.
Booking Term & Conditions
All holiday components are subject to supplier availability. When you make a booking with us you are making an offer to us to buy some of our advertised services, which are organised through authorised third party providers or suppliers, acting on our instructions. We reserve the right to refuse to accept and/or not to proceed with any booking at any time in our sole discretion. Once the contract is made between us we will use reasonable skill and care to perform our obligations to you in accordance with Our Terms.
All bookings must be made by a person aged eighteen years or over. Where your booking is for more than one person, the first-named person in your party aged eighteen years or over, will be treated by us as the 'lead name' for your booking. The lead name will be responsible for making all payments due to us in accordance with our contract.
Your returned acceptance of Our Terms will be treated by us as confirmation that you have read, understood and accepted our terms.
It is your responsibility to ensure that the details which you supply to us and to our authorised suppliers are correct.
On occasions, we act as a booking agent for companies that own and manage self-catering properties and in such circumstances your contract for accommodation will be direct with our supplier and not with us. Under this condition our suppliers terms and conditions, for the accommodation element of your holiday only, will be legally binding with you. These terms and conditions will be issued to you separately upon booking and you will be advised of this in Our Terms.
You will be notified at the time of booking of the price of your holiday. You will be required at the time of booking to pay us a non-refundable deposit, typically 15% of the quoted holiday price, and the full holiday price of a booking should be made at least 70 days prior to departure. In certain circumstances (depending on the nature of the booking) we will require a non-refundable deposit in excess of the usual 15%. On occasions, our suppliers require additional amounts up to full payment in advance. On these occasions we will require additional payment in advance. Unless you are making a late booking, the balance owing must be paid to us no later than 70 days before your date of departure. If we do not receive the balance by this time, then we will treat the booking as cancelled by you and you will be liable to pay our cancellation charges (see paragraph 3.2).
We accept bank transfers and credit or debit card. If your booking is made so close to the departure date that it is necessary to issue your documents immediately, there will be an administration charge payable by you of £25 per booking. An administration charge also applies to any changes carried out by us at your request (see paragraph 3.1).
Prevention of Fraud: We will ask you to provide your credit card or debit card billing address and cardholder details when you book. Please ensure that the details you give match those on your credit card billing statement. We reserve the right to cancel tickets after issue if payment is declined or incorrect cardholder details and billing information have been supplied to us.
The prices quoted are correct at the time the quote is issued. In the event of any change in our prices to those stated we will notify you prior to accepting your final booking. All our prices are quoted in GBP £ Sterling.
We guarantee the price of your holiday stated in our booking confirmation. We may however pass on to you certain additional charges resulting from increased transportation costs (including the cost of fuel), duties, taxes or fluctuations in the exchange rate. We will not pass on any such charges occurring within 30 days of your scheduled departure date.
(b) Other holiday arrangements
We reserve the right to pass on any charges levied on us from time to time by our suppliers in respect of any other holiday arrangements made by us on your behalf:
• Overseas transfers/transportation
• Accommodation, meals
• The services of a tour guide or activity/excursion
Our holiday price does not normally include:
• Visa fees, air travel, porterage, personal expenditure, hotel extras, fuel and extras for car hire (including local toll road fees)
• Taxes or compulsory charges introduced by Governments or regulatory bodies
• Security charges introduced or increased after you have booked relating to transportation costs
• Holiday insurance
The price payable by you for your holiday and what this price includes will be confirmed to you by us at the time of booking and set out in our booking confirmation.
3. Changes or Cancellation by You
Where you or any member of your party is prevented from travelling for any reason (including death, illness or jury service) we will transfer your booking to any other person satisfying all the requirements relating to your holiday notified to us by you in writing a reasonable time prior to your due date of departure. Any resultant administrative charges that we incur from third party companies or suppliers, which are contracted through us, will be passed on to you.
(b) Other changes
If you wish to make any other change to your booking at any time after our booking confirmation has been issued, we will try but cannot promise to meet your request. On some occasions, in group bookings for example there are fixed costs which mean the remaining travelling party must pay more per person. We require your authority in writing before we can make any change. In the event that any change is requested in relation to a group booking we require the authority in writing of the lead name before we can make the change.
(c) Administration fee
In each of the above circumstances, an administration charge will be payable of £20 per person where your request is received by us 70 days or more prior to your date of departure and £40 per person where the request is received less than 70 days prior to your date of departure. This charge is non-refundable.
(d) Treatment of changes by our suppliers
Some of our suppliers do not permit us to change names or travel dates and impose full cancellation charges. We will pass these on to you in addition to our administration charge, where applicable.
If you wish, following the issue to you by us of our booking confirmation, to cancel your booking or any part of it relating to any person (in the case of a group booking), we will require your authority in writing or in the case of a group booking the authority in writing of the lead name to do so.
Our cancellation charges will apply (refer to 3.3 'Cancellation Charges Table'). These are calculated with reference to the date on which we receive your authority in writing. We will not refund to you any deposits, administration charges or any other fees or charges made by us and paid by you relating to your holiday in the event of cancellation by you.
For cancellation of some self-catering accommodation, our cancellation charges will differ from those in 3.3 (Cancellation Charges Table). Refer to paragraph 3.1d. Cancellation charges that are specific to your booking will be advised in Our Terms on your booking confirmation. On occasions, we act as a booking agent for companies that own and manage self-catering properties and in such circumstances your contract for accommodation will be direct with our supplier. Under this condition our supplier’s terms and conditions, will be legally binding with you. These terms and conditions will be issued to you upon booking. For all other elements of your holiday (other than accommodation) The Terms and Conditions for cancellation and any cancellation charges of Love Norway Limited will still be applicable. We will be within our right to pass on to you any charges or fees that are applied by our supplier to us on behalf of your accommodation booking.
We incur costs from the time you make your booking and you agree that if you cancel your booking you will compensate us for our losses and expenses, as per the table below. Our cancellation charges increase the nearer the cancellation is made to your departure date as we may not be able to resell your holiday without making significant price reductions, or at all.
We strongly recommend that you take out insurance cover for cancellation adequate to cover the value of your holiday. For further details please refer to paragraph 8.
3.3. Cancellation Charges Table
Number Of Days: 84+ Cancellation Charge: 15% (3)
Number Of Days: 84-59 Cancellation Charge: 40%
Number Of Days: 59-43 Cancellation Charge: 50%
Number Of Days: 42-29 Cancellation Charge: 60%
Number Of Days: 28-21 Cancellation Charge: 90%
Number Of Days: 21 or less Cancellation Charge: 100%
- Number of days left before your due date of departure when your authority in writing is received by us.
- Cancellation charge expressed as a percentage of the total holiday price 3.
- 15% initial deposit plus any additional deposits required by suppliers and full supplier cancellation charges (customer will be advised in Our Terms where applicable). Refer to 3.1d.
4. If We Have to Change or Cancel Your Holiday
We will take reasonable care to deliver the holiday, which we are contracted to provide to you. As we put in place the arrangements necessary to enable us to offer our range of holidays many months in advance, we may occasionally have to make changes and reserve the right to do so at any time.
Our obligation to you depends on whether the changes are considered 'minor' or 'major'. A 'major' change is one which results in a significant alteration to the essential terms of the contract between us.
'Major' changes include:
• your city/place of destination
• your accommodation is downgraded (except on tours/safaris)
A minor change is any other change, which is not a major change. We will try to tell you as soon as reasonably possible prior to your due departure date about any minor changes, although we are not obliged to do so. We are not obliged to compensate you for any 'minor' changes made.
If we have to make a 'major' change we will notify you as soon as possible and you will have one of the following options:
• to agree the changes and accept their impact (including any on price)
• to transfer to another holiday offered by us (subject to availability) of equivalent or superior quality
• to transfer to another holiday offered by us (subject to availability) of lower quality and receive a refund for any difference in price
• to cancel your holiday and receive a refund of all monies paid by you to us (including all deposits and administration charges)
(b) Other holiday arrangements
We will try to tell you of any changes as soon as possible prior to your due departure date, although we are not obliged to do so. We are not obliged to compensate you. However, in the event that we are forced to cancel your holiday for any reason other than our insolvency or any circumstances beyond our reasonable control we will refund to you the full price paid by you for your holiday.
(c) Circumstances beyond our control
We will not pay compensation or accept any liability where any change is due to circumstances outside of our reasonable control, including (without limitation) any strikes, lock-outs or other industrial action; labour disputes; acts of God; war; riot; civil commotion; malicious damage; compliance with any law or governmental order, rule regulation or direction; impossibility of the use of any means of public or private transport or any action of any government or regulatory body; accident; break-down of plant and machinery; fire; flood or storm; other adverse weather conditions (including heavy rainfall, hail, snow, fog or frost) affecting any airport, port or any other transport link, embarkation or disembarkation point and their operation; flight delays; other matters affecting air traffic control (including failure of equipment, systems and software); siege; acts of terrorism; police or security alerts or precautionary measures taken.
5. Our Liability to You
i. We will take reasonable skill and care in performing our contractual obligations and if our suppliers or we fail to use reasonable skill and care or are negligent and you are able to prove we have caused you loss or damage, we may, subject to these Terms & Conditions, accept responsibility for compensating you.
ii. If you feel that any part of your holiday arrangements is not provided as promised, you must notify our supplier and ourselves as soon as possible. You must provide us with details in writing at the earliest opportunity.
iii. Where, as a result of our failure to properly perform our obligations, we have failed to provide you with a significant proportion of the services which you have contracted us to provide, if you are still on holiday through us we will (where possible and appropriate to the circumstances), endeavour to organise suitable alternative arrangements. Where, as a result of our improper performance, we have failed to provide you with a significant proportion of the services which you have contracted with us to provide and suitable alternative arrangements are not available or are unacceptable to you for good reasons then (where appropriate) we will make arrangements for you (and where other members of your party are affected, those members of your party) to return to your place of departure. In all other cases (i.e. where we have not failed to provide you with a significant proportion of the services which you have contracted with us to provide) our obligation following your notification to us is to investigate matters and (where appropriate) make prompt efforts to find appropriate solutions.
iv. Our liability in all cases, except for in cases of death, illnesss or injuries, shall be limited to a maximum of 2x the total cost of your holiday (including deposits and administration charges). This maximum will only be payable when each significant element of your holiday, that has been directly booked through us, has gone wrong and you have not received any benefit from your holiday.
We do not accept responsibility for the acts and/or omissions of any third parties with whom you may have made any bookings or arrangements direct.
v. None of the provisions of this paragraph 5(a) shall have the effect of excluding or limiting our liability in respect of any personal injury or death of you or any member of your party during your holiday directly resulting from our own acts or suppliers whilst acting within our authority as a “package” provider. We do not accept any responsibility for death, injury or illness caused by any act or omission of any third parties acting outside of our authority, instructions or control or with whom you may have made any bookings or arrangements direct or for any cause which we could not reasonably prevent.
vi. We are not liable to you where our failure or the improper performance of any of our obligations to you is due to:
- any fault or failure of you or of any member of your party
- any fault or failure of any third party unconnected with us and the provision of the services for which you have contracted with us to provide which are unforeseeable or unavoidable
- circumstances beyond our or beyond our suppliers' reasonable control (which circumstances are without limitation described in paragraph 4(c)) although we will endeavour following notification to us to provide you with our prompt assistance where our failure or improper performance results from circumstances not due to any fault or failure of you or any member of your party.
vii. In respect of travel by fjord, lake, sea and rail and the provision of accommodation, our liability is additionally limited in the manner provided by the Athens, Berne and Paris Conventions, which limit the amount of compensation that you can claim in respect of rail and sea travel and the provision of accommodation, which you agree are incorporated into these Terms & Conditions.
viii. You should note that any acceptance of liability on our part is subject in all cases to set off or reduction of the amount of any claim made against us to take into account any amount paid to you or any member of your party at any time arising from the same cause or circumstances by any of our suppliers or pursuant to a policy of insurance.
ix. Our suppliers are instructed not to act as our agents in booking any alternative activities other than those approved and offered by us and which you have purchased directly from us. Any assistance they may offer at your request in relation to such activities does not imply they have acted as our agent or with our authority or approval. We are not responsible for such activities and have no liability to you in respect of any of them.
(b) Single Service Booking
In terms of single service booking, where a booking does not constitute a “package” we are liable only to provide a reasonable choice of supplier which meet with their own local regulations. Your contract will be direct with the supplier and we will have no liability for the supplier actions or services.
(c) Special requirements
If you have any special requirements (dietary or otherwise) you must inform us of these at the time of booking so that we can pass these onto our suppliers. We cannot guarantee that your requirements will be met, however, and we are not liable to you in the event that your wishes are not met.
6. Your Responsibility
(a) It is your responsibility to ensure that you and everyone travelling with you have valid passports, appropriate visas and vaccinations. Women 28 weeks or more into pregnancy at the time of return travel must have a doctor's certificate confirming that they are fit to travel (note airlines normally require certification at 32 weeks). We are not liable for any costs, delays or illness resulting from your failure to meet requirements.
(b) You are responsible for ensuring that any existing medical conditions (including pregnancy) or disabilities which may require assistance are declared to us before you book your holiday or, if newly diagnosed, before your due date of departure so that we can pass these details on to our suppliers in good time. We are not in any circumstances liable if any carrier refuses you or any member of your party as a passenger as a result of any medical condition or disability.
(c) Most of the activities included within our holidays require a certain degree of physical fitness. It is your responsibility to ensure that you have the levels of fitness required for any particular activity that you choose to take part in. If you are in any doubt please consult your GP before departure. We, our suppliers and any third party activity providers that are arranged through us, have an absolute right at any time (even after an activity has commenced) to prevent you from undertaking any particular activity if we reasonably believe that you do not possess the necessary levels of fitness. In such circumstances, we shall not be liable for any losses or compensation arising.
ii. You must if requested, provide us, our suppliers and/or third party activity providers, which are authorised and instructed through us, with full details of any existing medical or physical problem (including pregnancy and above or below average height or weight) or disability that may apply to any member of your group and which is likely to affect your ability (or that of any member of your party) to take part in some or all of the activities forming part of your holiday at the time of booking. If in our reasonable opinion, any particular activity or arrangements are not suitable for the medical or physical problem or disability or you are not travelling with someone who can provide all assistance that may be required, we have the right to refuse to accept the booking or you may not be able to participate in certain activities, in which event we shall not be liable for any losses or compensation arising.
iii. If you do not give us full details of any medical or physical problem or disability at the time of booking and/or promptly inform us of any adverse change to or a new medical or physical problem or disability that arises after booking, then we can also cancel the booking when we find out the full details if, in our reasonable opinion, the arrangements are not suitable in the circumstances. If we cancel in this situation, cancellation charges as set out in paragraph 3.3 must be paid by the person concerned or in the case of a group booking, by the lead person.
(d) As with all sporting activities, the nature of the holidays we provide and activities you may choose to participate in, involve a degree of personal risk. You recognise that many activities, such as hiking, kayaking, rafting, skiing, and skydiving are activities with a danger of personal injury or death. Due to rough terrain and uneven surfaces on land, in the mountains and the dangers associated with rivers, riverbed and the sea and seabed, the natural environment can, at times, be hazardous. By entering a contract with us, you accept these risks and you must take responsibility for your own actions. Although we or our suppliers may provide instructions and tuition to you as part of the arrangements you book, which will look to minimize these risks, your booking is accepted by us on the basis that you understand and accept the risks involved in physical activities. If at any time you or a member of your party feels uncomfortable or unprepared to take part in or carry on with an activity during your holiday, an instructor should be advised immediately. You are under no obligation to take part in or complete activities that form part of your holiday booking.
(e) If you have a medical emergency, you must notify your travel insurance providers on their 24-hour emergency telephone number (which should be visible on the cover note). If you cannot make contact, please contact us and we will attempt to reach them. If you become injured or sick whilst on holiday you should contact and see a local doctor as soon as possible. You should get written confirmation of any injury or sickness and notify us immediately. When you return to the UK you should consult your GP. If you wish to make a claim, we will need written details from both the local doctor and your UK GP and written authorisation from you to access your medical records.
(f) You are responsible for your behaviour and that of your party. We and our suppliers reserve the right to refuse your booking or the right to board or the right to travel and to remove you and/or any member of your party from any transport, accommodation or any part of a holiday if you or any member of your party is; (i) drunk or under the influence of drink or drugs; or (ii) we reasonably believe that you (or any member of your party) is in unlawful possession of drugs; or (iii) are behaving violently, disruptively, dangerously or irresponsibly or in any manner whatsoever which presents a risk to others; or (iv) is causing a nuisance or annoyance to others. No refund will be given, or compensation paid, and no costs or expenses for which you become liable or which are incurred by you will be made by us or be recoverable by you from us in such circumstances. You may also become the subject of police inquiry or security measures or investigation and liable in the event that any offence is committed to criminal prosecution and penalties whether in the UK or in any other country having jurisdiction in respect of the alleged activity.
(g)You must fully cooperate with and follow any safety procedures and instructions given by any organisation, which is running the activities that you undertake while on holiday. It is possible that such organisations will require you to sign a waiver form in respect of the activity being carried out.
(h) Despite our best endeavours to ensure your holiday runs as smoothly as possible, problems can occur. If you do experience difficulties that cannot be dealt with at the time by the hotel, lodge or camp you are staying at, then please contact us on our 24-hour emergency number (+44 (0) 750 890 6178). Please remember that we will be unable to help if you only mention the issue on your return from holiday.
(i) Many of our trips take place in destinations where local conditions vary enormously, and the people we deal with on the ground may be less time-conscious or meticulous in planning than ourselves, and while we will do our best to ensure that the holiday goes according to plan, we ask that those who travel with us do so with a spirit of adventure, in a positive frame of mind, and in good humour.
7. Dealing with Complaints
If you have a problem during your holiday, please immediately inform the relevant supplier whose service is involved (e.g. your hotelier) and Love Norway Limited, who will endeavour to put things right. It is unreasonable and in breach of your contractual obligations to us to take no action whilst on holiday, but then to write a letter of complaint upon return. If the problem cannot be resolved locally and you wish to complain, full details must be sent to us in writing to arrive within 28 days of your return giving your booking reference and all other relevant information. Please keep your letter concise and to the point. It is strongly recommended that you communicate any complaint to the supplier of the services without delay and complete a report form while on holiday. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were on holiday and this may affect your rights under this contract resulting in reduced or no compensation if any was merited.
You must be fully insured for your holiday and must make sure that all of the activities, which you will be carrying out, are covered by such insurance. This insurance must include adequate cancellation insurance to the value of your holiday, emergency evacuation and repatriation costs in respect of all of your activities. Please note that the travel insurance provided by some credit card providers often only offers the minimum coverage and, whoever your insurer, you should always check for any exclusion of activities that you might be undertaking.
The protection of your personal information or data is important to us. In order to respond to an enquiry, process and fulfil your booking, we need to collect personal data from you. We will only process your personal data in accordance with the EU General Data Protection Regulations and the UK Data Protection Act, for or in connection with the purpose for which you have provided it (for example, arranging your holiday). We refer to this legislation as data protection laws. Love Norway Limited is a data controller of your personal data for third party activity providers and suppliers in the country of your holiday destination. We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data, which is appropriate to the harm that might result. We may retain your personal data for the entitled period of ten years after the end of holiday arrangements or other services that you have contracted.
You may ask us what personal data of yours is being held or processed, for what purpose and to whom it may be or has been disclosed. Please also let us know if you believe the personal data we are holding is inaccurate, out of date or incomplete. You may contact us by e- mail at email@example.com. If you have any complaint about the way in which your personal data has been dealt with, please let us know by e-mail to firstname.lastname@example.org. We will investigate and respond to you as soon as we reasonably can. If you remain dissatisfied, you may complain to the Information Commissioner's Office.
We take reasonable care to ensure the accuracy of the information contained on our website. However, content is subject to change, often due to the actions of our suppliers (e.g. hotels, activity providers etc.). We will endeavour to notify you of any change known to us and affecting your holiday prior to issuing you with our booking confirmation and after that, as soon as we are notified by our suppliers. We do not generally use linking or framing. We are not responsible for the content, policies and services of any sites linked to or accessible via our website or social media.
The Terms & Conditions are updated from time to time. Our terms & conditions, which will apply to your holiday, are those that are sent to you at the time that you receive your initial quote.
By proceeding with any booking, you confirm you have read and agreed to our Terms & Conditions. Love Norway Limited Date of issue: August 2018.