Terms and Conditions

Terms and Conditions 2018-05-23T16:29:52+00:00

Disclaimer

To see the Aurora Borealis there are many conditions that need to be met, these include location, weather and Auroral activity. Whilst we are able to assist with location and have an approximate idea of when the activity is due to take place, we cannot be held responsible for no activity or inclement weather. Norwegian weather can be unpredictable and whilst we chase for clear skies sometimes there are simply none on a given day. It is therefore, important to have realistic expectations of what your tour guides can achieve.

There is still always plenty to see and do if conditions do not favor any part of our original plan. For those able/willing we can hike, make scenic photo stops, see local landscapes and points of interest and learn about the northern lights and various camera techniques.

Before travelling on your trip it is always worth checking the UK Government web page: https://www.gov.uk/knowbeforeyougo

Booking

You can book both our nightly tours and our package tours through this website or you can call us. Payments can be made using credit and debit cards securely via our SagePay payment system.

Aurora Addicts Limited is a registered member of Protected Travel Services (badge number: AA 5098). When we take payment for package tours the funds are held in a Protected Travel Services secure trust account and remains there until you return from your trip. This is a legal requirement of any tour operator selling ‘packages’ under the 1992 Package Travel Regulations Act.

If you require further information please contact us or visit the Consumer Protection page on the Protected Travel Services website.

Deposits

Our single Aurora Chase activities require payment in full when booking. Other products where accommodation and multiple tours are included within a package require a 10% (non-refundable) deposit upon booking.

Paying the balance of your invoice

The balance of your booking must be paid at least 70 days before the start date of your booked product. Failure to do this will result in your place on the tour being cancelled and your deposit forfeit.

Amending or cancelling your booking

If you need to change your booking in any way then we shall attempt to do so on request. This request must be made by the person or travel agent who originally booked the product a minimum of 90 days before the start date of the booked product.

If you need to cancel your booking then this may be done at any time in writing (this includes email) by the person or travel agent who originally booked the product.

  • If you cancel 90 days or more before the start date of the booked product then you will be refunded minus the deposit.
  • If you cancel between 45 and 90 days before the start date of the booked product then you will be refunded 50% of the original fee minus the deposit.
  • If you cancel less that 45 days before the start date of the booked product then there will be no refund issued as all parts of the tour will already be booked and paid for by Aurora Addicts Ltd.

Refunds (by the same method of payment) will be made within 72 hours that the request is approved.

Surcharges

We reserve our right to amend the cost of our products at any time until full payment is made.

Due to the nature of our products it is common for them to be booked well in advance. This means that occasionally changes in transport costs, fuel costs, taxes and charges from our partner service providers can change after you have placed your booking.

We will never make changes to your final cost less than 30 days before the start of the booked product.

For Northern Lights tours only: The price of the tour does not include ferries and tolls which may occasionally be required to avoid driving long distances to take alternative routes. This allows the group more time in the right place and therefore increases their chance of seeing the lights.

Itinerary changes and cancellations

Due to our products often being booked many months in advance we reserve the right to make changes to itineraries and – in the worst case – cancel the product.

Changes to itinerary normally involve days being swapped around and start/finish times changing slightly. This can be caused by anything from changes in flight arrival/departure times to severe weather meaning it is not safe to carry out a specific activity. It is very rare for any of the tours to be cancelled but we pride ourselves in putting our guests safety as a top priority. If it is not safe to do an activity then we won’t.

If there are any major changes such as a change of accommodation or a large amendment to your flight times (and provided it isn’t caused by the outcome of a force majeure) then you will be given the option of either accepting the changes or cancel and receive a refund.

We will never cancel your product less than 45 days before your departure except in the case of force majeure or your failure to pay the remaining balance.

In the unlikely event of us having to cancel your product in the case of force majeure, we will refund you everything you have paid to date.

Force majeure

Force majeure includes threat of war, war, riot, civil unrest, industrial disputes, terrorism, natural or manmade disasters, fire, extreme weather conditions or the withdrawal of a partners’ services.

Problems during your stay

We take great pride in providing you with the absolute best experience and service we can offer. We want your trip to be a magical and memorable one. If you have any problems, at any point, during your stay then please tell us as soon as possible. Most likely, we will be able to solve any problems you have very quickly but communication is essential to ensure this.

If we are unable to resolve your problem satisfactorily then please email us at tours@aurora-addicts.com giving all details. If you are able to keep a written account of the problems then this will help in our investigation.

Travel Insurance

You are required to have your own travel insurance and it is advised that you check that your policy covers all activities you have booked. We are fully insured with Public Liability cover but it is recommended to have your own insurance in addition to this.

Public liability and our responsibilities

If for any reason we have not properly supplied the product we sold you then we will arrange to pay you an appropriate amount of compensation. We will not be liable where the product has not met it’s requirements due to actions by you or a third party, where the fault was unavoidable or unforeseeable and beyond our control.

You are required to seek assistance and compensation directly from the airline should any delays in your flights affect the product.

We only work with trusted partners to provide accommodation, activities and transport.

Only Aurora Addicts Ltd has authority to make any guarantees regarding any part of the product. We will always endeavor to offer you reasonable assistance should any issues arise.

Financial Protection

By law, under the 1992 Package Travel Regulations Act, we are required to provide security for the payment you have made for our product packages. We provide this via our partners Protected Travel Services (PTS). When you pay for a package product, PTS will hold the payment in an independently controlled trust account. This money will be held in the trust account until your have completed your tour, at which point it will be paid to Aurora Addicts Ltd.

Privacy Policy

Under the 2018 EU General Data Protection Regulation we are required to provide information about how your personal is stored and processed.

The most important thing is… We NEVER share your personal information with third parties.

The personal data we collect from you will be used for the following purposes:

  • we will contact you via email approximately once a month with news, tour updates and special offers. You can opt out of this at any time by unsubscribing via a link in the email or by contacting us directly.
  • we share your names and any special requirements (eg. diet) with the partners we work with in order to make your trip as enjoyable as possible

Your personal data is collected via:

  • subscription and enquiry forms on our website
  • tour booking forms on our website

NB: when making a booking we only store your name and address information. No payment/card details are processed or stored on our systems, card processing is handled by SagePay who have their own world-class privacy and data protection. Your can review their data protection policies here.

Your personal data is stored in 2 secure databases by Aurora Addicts Ltd. Both these databases comply with data privacy and protection requirements.

Consent

By completing and submitting a form on our website you are consenting to this privacy notice and giving us permission to process your personal data specifically for the purpose identified. Consent is required for Aurora Addicts Ltd to process all personal data. Where we are asking for sensitive personal data we will always tell you why and how the information will be used. 

You may withdraw consent at any time by unsubscribing via a link in any of our emails or by contacting us directly on the contact us page or calling our phone number.


 

Aurora Addicts Limited – UK registered company number 09327805

Aurora Addicts AS – Norwegian registered company number 915924026

 

 

Document revised: 23rd May 2018