1. Application
The company applies the following terms for the purchase of travel services. These terms become binding for both parties once the customer has made the payment as specified in these terms and conditions.
2. Booking and payment
For online purchases, the customer pays the full amount for the service or product at the time of booking. The booking is confirmed once payment has been completed. A booking confirmation will be sent to the customer via email. The customer is responsible for providing all necessary information for the purchase and ensuring its accuracy. Kokkola Tourism Ltd is not responsible for any issues in the delivery of the confirmation due to incorrect information provided by the customer. Please check your order carefully at the time of purchase. In exceptional cases, Kokkola Tourism Ltd will inform the customer of any changes using the contact details provided with the booking.
Orders placed via the online store or ticket sales are binding, and paid services are non-refundable. For services purchased onboard or through ticket sales, an additional fee of €2 per person applies. Boat tickets can be changed to another cruise no later than 48 hours before the original departure. A handling fee of €10 per person applies to changes. If the new product is more expensive, the price difference will be charged. No refund is given if the new product is cheaper.
3. Cancellation
In case of illness, the customer can reschedule the booking to a later date by notifying Kokkola Tourism Ltd at least 24 hours before departure. In case of illness, the booking fee is refunded if the cancellation is made at least 24 hours before departure and a medical certificate is provided. For changes or cancellations made less than 24 hours before departure, a cancellation fee of 90% of the booking amount is charged. The medical certificate also covers the modification or refund of tickets for family members living in the same household under the same booking. The certificate must be submitted to Kokkola Tourism Ltd within 7 days of the change or cancellation. We recommend travel insurance.
4. Force Majeure
In the event of force majeure, the marketing organization has the right to make schedule changes or cancel the booking. If the booking is cancelled by Kokkola Tourism Ltd, the customer may change to an equivalent service free of charge or receive a full refund. The company is not obliged to compensate for any other costs caused to the customer by force majeure.
5. Accommodation
The customer must leave the accommodation no later than the agreed time. The customer is responsible for taking their belongings and leaving the accommodation in a clean condition. If extra cleaning beyond the standard final cleaning is needed, the service provider has the right to charge additional cleaning costs. Accommodation may be terminated if the customer violates the rules of the property. No refund is given for unused accommodation time. Check-in from 15:00. Check-out by 11:00.
6. Complaints
Any issues must be reported immediately to the staff. If not possible, or if compensation is claimed, a written notice must be submitted to Kokkola Tourism Ltd within 14 days.
7. Payment Service Provider
Paytrail Oyj serves as the payment intermediary and service provider in collaboration with Finnish banks and credit institutions and is an authorized payment Institution. Paytrail Oyj will be shown as the recipient on your bank or credit card statement and forward the payment to the merchant.
For complaints, please contact the website the payment was made to.
Paytrail Oyj, Business ID 2122839-7
Innova 2, Lutakonaukio 7, 40100 Jyväskylä
paytrail.com/en/consumer/information-about-paying
Kokkolan Matkailu Oy
Business ID: 0700078-3
Kauppatori 5, 67100 Kokkola, FINLAND
Tel.: +358 40 8065 075
tourism@visitkokkola.fi
www.visitkokkola.f