Online booking

Hullu Poro Terms & Conditions for Online Bookings and Cancellations

Hullu Poro Terms & Conditions for Online Bookings and Cancellations

Valid from 01 April 2020

Hullu Poro applies the following terms and conditions for online bookings and cancellation of e-commerce services, goods and gift cards.

General online store information

Hullu Poro Oy, Finnish business ID number: FI2458663-2 sells e-commerce products. Product prices include VAT (value-added tax). We reserve the right to change prices at any time.

Bookings

Products booked via online from the www.elvesvillage.fi (https://cloud.hotellinx.com/NetReservationsTonttula)  online store and shopping cart.

Bookings should be made by adults. All bookings are confirmed by e-mail, state the price of the booking and the product/service ordered. You must provide an e-mail address when booking to receive a booking confirmation e-mail. The customer agrees to the delivery terms and conditions that apply to each booking.

Booking confirmation

We will send a Booking confirmation e-mail showing:

  • Booking number
  • Booking reservation and description
  • Invoice total, VAT (value-added tax) breakdown, and other billing information.
Payment options
Payment service provider

Paytrail Oy (Finnish Business ID: 2122839-7) as the payment service provider and cooperates with Finnish banks and credit institutions. Paytrail Oy appears on account statements or card invoices as the payee and forwards the payment to the merchant. Paytrail Oy has a payment institutions licence. Please contact the product supplier first if you have a dispute.

Paytrail Oy, Finnish Business ID: 2122839-7

Innova 2
Lutakonaukio 7
40100 Jyväskylä
Telephone: +358 207 18 1830

Online banking

The online banking payment gateway service is managed by Paytrail Oy (Finnish Business ID: 2122839-7) in cooperation with Finnish banks and credit institutions. The service works just like any traditional online banking payment system from the user’s end.

 

Terms & Conditions for Accommodation Bookings and Cancellations

Cancellations must be made in writing via e-mail to hotel@hulluporo.fi. The cancellation is considered to have taken effect when Hullu Poro receives information regarding the cancellation.

If the customer is cancelling the booking, then

  • 100% of the payment (minus a €40 administration fee) will be refunded if the cancellation is made at least one month before the date of arrival.
  • 50% of the payment (minus a €40 administration fee) will be refunded if the cancellation is made at least two weeks before the date of arrival.
  • The payment will not be refunded if the cancellation is made less than two weeks before the date of arrival.

Hullu Poro Oy will not reimburse the customer for any costs incurred as a result of cancelling the reservation. In the event of sudden illness or the death of a family member or other exceptional circumstances preventing travel which necessitates the cancellation of the customer’s booking, the customer must ensure that their travel and accident insurance covers the cost of the booking. Hullu Poro Oy must be notified of the cancellation immediately. The terms and conditions apply in the event of the above.

Hullu Poro Oy has the right to cancel the reservation in the event of force majeure. In the event of force majeure, the customer is entitled to a full refund of the payment made. Hullu Poro Oy has the right to transfer the reservation to another accommodation facility of at least the same level of service after consulting with the customer if a compelling reason exists. Hullu Poro Oy will reimburse the customer for the direct costs incurred during the transfer.

The accommodation booked is available for customer check-in from 16:00 (4 pm) on the day of arrival and until 11:00 (11 am) on the day of departure.

 

Terms & Conditions for Dine Around Package Bookings and Cancellations

The customer who purchased the package must contact Hullu Poro Oy to book a table and the package must be collected from the Hotel Hullu Poro reception desk before the first meal. Meals included in the Dine Around package can be selected from the current restaurant menu.

The table reservation will be held for 15 minutes starting from the scheduled booking time. If the table reservation is not used and the customer has not informed Hullu Poro Oy of a cancellation made in advance, no payment will be refunded. Customers can contact our sales service team and agree to transfer the reservation to another time, no later than two (2) days in advance.

The Dine Around package can be cancelled within 14 days from the date of purchase if the package is yet to be collected. The Dine Around package is valid for one winter season during restaurant opening hours. The restaurant can combine reservations made for less than 4 people to sit at the same table without prior notice for restaurant reservations. Hullu Poro Oy has the right to change the content of the packages.

 

Physical products

Orders for physical products refers to products ordered from home, such as souvenirs. Delivery time for physical products ordered is 3-5 working days. The prices include VAT (value-added tax) and a fixed delivery fee. Physical products ordered from the online store can only be delivered within Finland.

Orders are delivered by the postal service via mail, or via parcel post depending on the size of the item(s). Parcel post packages are delivered to the nearest post office for collection and the receiver is sent a text message telling them of the parcel’s arrival at the post office. A notification letter is sent to the purchaser’s address telling them their item is ready for collection. Goods posted using the standard mailing service are delivered to the customer’s home and do not have a separate tracking code. Business customer orders are delivered to the nearest post office or the postal address indicated in their order.

Delivery times and Cancelling Orders for Goods

If the delivery of the order is delayed, a notification will be sent via e-mail 7 and 20 days after the order was placed. If the delivery of the order is delayed, the customer has the right to cancel the order.

Delivery fees

Delivery fees are stated at the time the product order is placed. The delivery fee is always a fix delivery cost and corresponds to the postage costs of the item(s) to be shipped. Class 2 parcels

Delivery

If the goods are damaged or lost during transit, Hullu Poro Oy is liable for compensation. However, the customer must notify our customer service team within 14 days if this occurs. If the goods are damaged or lost when being returned, the customer is liable for compensation.

If the package is not redeemed by the customer, and the package is returned to us, we reserve the right to charge the customer for all costs incurred for its return. The invoice due date is 14 days from the date of the invoice.

Complaints and Returns

Customers must notify the customer service team if the product delivered is defective or was delivered incorrectly as soon as possible, but no later than 14 days. We will receive the complaint and respond to the issue with our returns process.The goods must be returned in the condition in which they were received in along with a notice of damage or error, and the invoice. Once the product due for return has arrived, we will replace it with the new or correct product. Products returned must be unused and in their original packaging.

Sales made to consumers (individual persons), the Consumer Act (Kuluttajansuojalaki) stipulates that Hullu Poro Oy must either correct the error or re-register the delivery without incurring any unreasonable costs for Hullu Poro Oy. Hullu Poro Oy has the right to correct the defect at its own expense, for example, by exchanging it for a new product.

PLEASE NOTE: Customers must always contact our customer service team before returning defective products or incorrect products received in error in order for the complaint to be accepted for the return postage to be paid. The liability for defects in goods ordered is limited to those stated here.

 

Gift cards from the online store

Gift cards can be used for Hullu Poro’s services. All of our gift cards can be purchased from our webshop www.hulluporo.fi/webshop. Gift cards are available in a range of different denominations and types. The credit loaded on the gift card can be used for multiple purchases and the balance left on the gift card can be used for purchases made at a different time, the credit loaded on the gift card is valid for 12 months from the date of purchase. Gift cards cannot be exchanged for cash.

Gift cards can be purchased separately and used for:

  • Accommodation services
  • Excursions

We recommend making bookings for accommodation, the restaurant, and games well in advance. Bookings may depend on availability.

 

Terms and Conditions of Order and Delivery Times

All orders are confirmed via e-mail, state the price of the order, delivery costs, and the product ordered. Customers must provide an e-mail address when ordering to receive an order confirmation. The customer accepts the current general delivery terms and conditions stated at the time of purchase when purchasing a gift card.

Hullu Poro will deliver the gift cards by post to the postal address provided by the purchaser in the order form as soon as the purchase transaction occurs, and the buyer’s payment has been registered in our system.  Our delivery time is 3-5 working days.

The post office will send an acknowledgement of receipt of any registered mail. Registered mail will be handed over to the addressee or a person authorised where the addressee or authorised person will be required to sign for its collection at the post office. The registered mail will be held at the post office for three (3) calendar weeks the week after its arrival, after which the undelivered mail will be returned to Hullu Poro Oy.

If the gift card has not arrived within 10 days of purchasing the order, please contact the Hullu Poro sales service team by calling 016 6510 500 (weekdays between 09:00 (9 am) and 17:00 (5 pm)).

 

Redeeming Gift Cards

The gift card can be used to purchase services from Hullu Poro Oy based on the type of gift card purchased. The gift card must be presented to the service provider when paying for the service.

The range of Hullu Poro’s services are listed on the Hullu Poro website www.hulluporo.fi However, if you have any questions about any of Hullu Poro’s services, you can contact the Hullu Poro sales service team via e-mail at sales@hulluporo.fi or by calling 016 6510 500 (weekdays from 09:00 (9 am) to 17:00 (5 pm).

Most of Hullu Poro’s services require bookings to be made in advance. Any remaining balances on a gift card will not be refunded.

Validity period

The credit loaded on the gift card can be used for multiple purchases and the balance left on the gift card can be used for purchases made at a different time, the credit loaded on the gift card is valid for 12 months from the date of purchase. Gift cards cannot be exchanged for cash.

Gift Card Delivery Fees

The delivery fee for the gift card is automatically added to the total amount of the order. The delivery fee is also visible to the purchaser before the payment is made.

Right of Return/Cancellation

The customer has the right to cancel the purchase of a gift card within 14 days of receiving the product under the Consumer Protection Act.  However, there is no right to a refund if the gift card has already been used.

If a customer would like to return a gift card, they must always contact the Hullu Poro sales service team by calling 016 6510 500 (weekdays from 09:00 (9 am) to 17:00 (5 pm)) to make arrangements for its return. The customer must inform Hullu Poro Oy of their name, e-mail address, telephone number and order number when returning the gift card. Any unused balances loaded on the gift card cannot be redeemed after their expiry date.

 

OTHER INFORMATION

Security

We use an SSL certificate (Secure Sockets Layer) for our website security. This protocol ensures that data is transmitted securely over the internet (or other networks). The SSL protocol processes data differently and encrypts the data.

Our SSL certificate must be enabled in your internet browser settings.

Governing law

Any disputes concerning these terms and conditions will be resolved in accordance with Finnish laws.
Hullu Poro Oy follows the recommendations of the Finnish Consumer Agency.

Other considerations

These services contain material/content protected by copyright, trademark law, and other intellectual property rights. Customers do not have the right to copy or utilise the material received in connection with the service provider other than for their own personal use without the express written permission of the author, rights holder, Hullu Poro Oy’s partners or explicitly stated in a service notice. Hullu Poro Oy does not guarantee the service will operate without any issues. The service is subject to the same restrictions as the internet has in general; for example, simultaneous users can congest the service and affect its usability. Hullu Poro has the right to close the service or part thereof temporarily, if necessary. In the event this occurs, the aim is to minimise the duration of the interrupted service and cause the user as little inconvenience as possible.

Hullu Poro Oy reserves the right to change its delivery terms without prior notice.

Hullu Poro Oy is not responsible for interruptions, telecommunication disturbances caused by technical faults, maintenance, or installation work, or for any direct or indirect damage caused by any delay, change, or loss of information.

Hullu Poro Oy will not compensate for any damage caused by the user or third-parties, and is not liable for any damages that fall under the terms of use in these terms of use. Hullu Poro Oy’s liability is limited at most to the mandatory provisions of Finnish law.

The parties shall be released from their duties and obligation to pay compensation if a breach or non-performance of duties is due to force majeure. Such an event may include war, requisition or seizure for state purposes, interruption of energy distribution, employee strikes, fire, lightning or other natural cause, cable damage caused by a third party or for some other unusual activity outside of the parties’ control.

Hullu Poro Oy is not responsible for delays caused by force majeure or indirect damages caused by faulty products or the delayed delivery of products.

 

Other

We reserve the right to change our delivery terms. The customer must read the current booking and cancellation terms and conditions before making a booking. All client-related information will always be held confidential.

Collection of Personal Data

We do not store payment information you provide for your own use and is not visible to us through Paytrail. Paytrail stores your payment information and complies with the EU GDPR Regulations when processing data. Paytrail Privacy Policy: https://www.paytrail.com/tietosuojaseloste‐paytrailin‐maksupalvelu

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