Sembo’s terms and conditions of travel
Sembo is part of the Stena Line Travel Group AB and has its registered office in Helsingborg. Sembo provides accommodation while Stena Line Scandinavia AB, Direct Ferries and HH Ferries Helsingborg AB are responsible for the ferry journey. Sembo also includes other transportation services, such as airline tickets, rental cars and transfers. Payments for both the transportation and the accommodation are made to Sembo.
If no other agreement has been reached, travellers themselves select products or services, or a combination thereof, from the selection available on the homepage. Different terms and conditions apply for booking of accommodation and transportation.
If the agreement refers to a package holiday, the package holiday terms and conditions of the Association of Swedish Travel Agents and Tour Operators apply.
Sembo has lodged government travel guarantees with Kammarkollegiet according to the Travel Guarantees Act.
Sembo is aimed at leisure travellers.
Entering into an agreement
The agreement is binding on both parties once Sembo has confirmed the order in writing and the customer has paid a deposit (registration fee + any cancellation insurance). If we do not receive the deposit by the due date, the booking will be considered cancelled.
The lead passenger is responsible for providing Sembo with correct contact details, so that he or she can be reached for important messages. Any changes will be notified by e-mail. Sembo is not responsible for being unable to provide the lead passenger with important information because the contact details provided are incorrect. The lead passenger is the person in whose name the booking is made. He or she is also the person responsible for the payment of the booking.
Rental car provider terms
Your booking contains specific conditions from the rental car provider. These are included in the agreement and stated under the tab "Rental car provider terms"
Booking and confirmation
- Bookings are confirmed by e-mail. Confirmation can be received by post, subject to a postage and shipping charge.
- The customer has an obligation to check that the confirmation matches the booking. When booking flight tickets, the customer is responsible for making sure that all the names on the tickets correspond to the information contained in each passenger’s passport.
- For flight bookings where the outward and return journey consist of two separate single tickets the two tickets are treated independently. This will be apparent in the booking process and on your booking page, where the trip consists of two independent single tickets. In case of a schedule change, delay or a cancelled flight for one of the trips then the traveller is not allowed to change or cancel the second trip as the airline views them as entirely separate trips.
- Sembo makes reservation for technical problems and pricing errors that are beyond our control and reserves the right to contact the customer with any changes to the booking made.
Responsibility for implementation of service
When Sembo provides services on behalf on another company, the latter company is responsible for the implementation of the service, and their terms and conditions for travel/transport apply. Sembo therefore cannot be held liable for e.g. changes in the schedule, cancelled flights/ferries, luggage, bankruptcies and other occurrences relating to the implementation. Any claims due to inadequacies in the implementation should be made directly to the provider.
Payment
- Payment is due at time of booking unless otherwise specified.
- Extra Payment Time
With "Extra Payment Time", you can extend your payment period and pay when it suits you better. You only pay a down payment of 10% of the total cost, however minimum £45, plus the fee for any added services. We must receive your down payment no later than 2 hours after your reservation. The final payment must be made at the latest:
- Hotel / car rental / transfer / entrance tickets15 days before departure
- Apartment / holiday home35 days before departure
- The trip can be paid for by Bankgiro, online banking, by Visa, MasterCard or Eurocard, or via Klarna (instalment or invoice). If the customer chooses to pay via the Klarna payment services provider (invoice or instalment), a contract is entered into between the customer, Stena Line Travel Group and Klarna. The contract will take effect as soon as the customer has made a booking and clicked on “Pay”. Stena Line Travel Group then considers the booking to have been paid in full. Klarna will send an invoice by post to the address provided. An invoicing fee applies. Please note that the Swedish Act on Distance Contracts does not apply to transport and services.
- Sembo reserves the right to deny card payments when there is a suspicion of card fraud. On suspicion of criminal activity, proof of the legitimacy of the payment will be required.
- Bookings made within 45 days (for apartments, holiday homes and cottages) or within 25 days (for hotels/car hire) of the start date must be paid for immediately.
- Flight tickets
Must be paid for immediately at the time of booking. Flight ticket bookings are binding once the ticket has been paid for and the ticket cannot subsequently be cancelled.
- “Economy” ferry tickets
Must be paid for immediately at the time of booking.
Prices
The price of our services and products are displayed on our website.
Prices may change from time to time but this will not affect bookings already accepted.
In case of obvious pricing errors, Sembo reserves the right to correct the price on our website AND on bookings completed with the incorrect price. In such a case, Sembo will offer either to keep your reservation at the increased price or cancel without charge, subject to availability.
Sembo reserves the right not to offer you the products or services with an obvious price error even after you have received a booking confirmation.
Cancellation insurance
- Customers can protect themselves against costs in the event of cancellation by taking out our cancellation insurance cover.
- Cancellation insurance can only be taken out at the time of booking and cannot be removed once the agreement has been entered into.
Cancellation insurance
- Customers who have taken out cancellation insurance can cancel their trip, on presentation of a valid doctor’s certificate and subject to an excess of 5%, until the trip has begun. Cancellation insurance covers acute illness, accident or death which affects the traveller personally or the traveller’s spouse/partner, children, parents, siblings or other person with whom the traveller jointly booked the trip, before departure but after the agreement has become binding. The cancellation insurance does not cover complications associated with pregnancy after the 30th week of pregnancy. Doctor’s certificates must be issued using a special form, which can be downloaded here, and must be received by Sembo no later than 14 days after the date of cancellation. Doctor’s certificates received after this time will not be considered. The cancellation insurance also covers redundancy and major disruptive events of such a nature that the customer cannot reasonably undertake the trip. Certificates must be received by Sembo no later than 14 days after the date of cancellation.
- The excess is equivalent to 5% of the total amount of the booking and the cost of the cancellation insurance is 5% of the total amount of the booking, subject to a minimum of SEK 198 and if the booking includes a flight a minimum of SEK 198 per person. The cost of the cancellation insurance and the excess are not refunded in the event of cancellation. For the purpose of determining the price of the trip, the price does not include what the customer has paid for cancellation insurance.
Free Cancellation
- With the "Free Cancellation" you can at any time cancel your trip at no extra cost. The cancellation must occur no later then 48 hours the accomodation´s stated check-in time. The fee you paid for the Free Cancellation will not be refunded. To cancel your accommodation, please send a mail to sembo@sembo.co.uk and quote your reservation number.
Travel documents
- Travel documents will be sent by email or, where agreed, by post, once full payment has been received by Sembo. If the customer does not receive the documents at least 7 days before departure, the customer must contact Sembo immediately.
- Any promises made by sales personnel must be shown on the travel documents to be valid.
- Flight tickets where the outbound portion is not used cannot be used for the return journey.
Passports and Visas
The traveller is responsible for complying with the formalities required for the trip, such as passports, visas, vaccinations and insurance. Sembo is not liable for any costs incurred as a result of the traveller’s failure to comply with the formalities.
Travel insurance
- We strongly recommend that you purchase appropriate travel insurance at the time you pay your deposit. If you do not purchase travel insurance, you may not be able to recover cancellation charges, medical costs, repatriation and other expenses that may arise if things do not go according to plan.
Cancellations, additions and amendments
- Cancellation must be made by telephoning +46 (0)42 37 85 00 during Sembo’s opening hours.
- Cancellation will be confirmed by Sembo by e-mail.
- Bookings made at special prices, indicated as “No refunds”, must be paid immediately and cannot be refunded in the event of changes or cancellation.
- If a booking includes several different products, the cancellation policy for each product applies accordingly. If the booking includes ferry transport and accommodation, the ferry operator reserves the right to deduct the current standard price for the ferry if the accommodation is cancelled.
- Please note that refunds under the below rules are only paid in the event that the booking has been properly cancelled. No refund will be paid for unused tickets that have not been cancelled.
- Charges in the event of cancellation (including the day of departure) of:
Apartment, holiday home, cottage, hotel, admission tickets
Cancellation: Apartment/holiday home/cottage
31 days or more - 10% of the respective price
16–30 days - 20% of the respective price
8–15 days - 50% of the respective price
7 days or fewer - 100% of the respective price
Cancellation: Hotel*/admission tickets
4 days or more - 10% of the respective price
3 days or fewer - 100% of the respective price
*) For hotels outside Europe, as well as at Disneyland® Resort Paris, the cancellation policy is the same as for apartments.
Apartment/holiday home/cottage/hotel/admission tickets
Cost of amendments, for example change to different accommodation, different length of stay or name change. £18 per change
When changing to a different length of stay or different accommodation, the amendment fee applies until 31 days before departure for apartments/holiday homes/cottages. For hotels/car hire/transfers until 4 days before departure. After this time, any change is treated as a cancellation and rebooking. Changes may result in a change in the price.
Bookings can be amended or cancelled free of charge within 7 days of the date of booking (excluding flights), provided that there are more than 40 days until departure. If the customer has paid a deposit, this will be refunded.
Ferry
Cancellation: Ferry via Stena Line
Economy - No refund
Flexi/Premium/Campaign
15 days or more 0% of refund
1–14 days 50% of the price
Date of departure or later - 100% of the price
Additions and amendments: Ferry via Stena Line
Change of name, address, telephone number, etc.
Economy - No charge.
Flexi/Campaign - No charge.
Premium - No charge.
Change of route or departure time.
Economy - New price calculated + £ 2-20 fee.
Flexi/Campaign - New price calculated. No charge.
Premium - New price calculated. No charge.
Change to type of vehicle.
Economy - No charge.
Flexi/Campaign - No charge.
Premium - No charge.
Addition to a booking, for example an additional cabin without changing the route, date or departure time.
Economy - New price calculated. No charge.
Flexi/Campaign - New price calculated. No charge.
Premium - New price calculated. No charge.
Amendment fees as described above are charged each way for each change.Changes made by telephone are subject to an additional £ 10 per change. Changes can be made via the website up to 2 hours before departure free of charge.
Prices are subject to change when changing to a different departure time/date.
Flight
Cancellation: Flights
Once payment has been made - 100% of the price
Additions and amendments: Flights
Provided that the carrier’s rules allow the change from £ 45 + airline fees per ticket
Flight tickets are personal. The name and date on flight tickets cannot be changed
as a rule. For this reason, tickets that cannot be used are not refundable.
Seating service - Prebook the seat
When the booking is paid, the seat reservation is forwarded to the airline company. Extra fees from the airline company might be applied.
We can’t prebook seats on an specific row, extra leg room or exit row. Seat reservations are subject to change from the airline company without prior notice to us or you who are traveling.
Seat reservations can normal not be done on connecting flights to other continents. (That means you can’t make a seat reservation on the domestic flight or flights within Europe, when you’re final destination is outside Europe). We can’t guarantee that the prebooked seat is confirmed by the airline company. The fee is not refunded if the seat isn’t available.
Rental car
Cancellation and amendments
Up until 24 hours before pickup of the car 0% of the amount
Less than 24 hours before pickup of the car 100% of the amount
Changes less than 24 hours before pickup will be treated as cancellation and new booking.
Any changes can lead to changes in price.
A handling fee of £ 18 is added to every change/cancellation
Transfer
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Child/infant is considered as 1 person in all transfer bookings. When travelling with an infant, it is recommended that you bring your own baby seat / car seat.
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The luggage is calculated according to the restrictions applicable for scheduled airline services. One suitcase and one carry-on per person. All additional luggage, such as bicycles, golf bags, etc. needs to be booked in advance, and will incur an additional fee.
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The number of passengers is stated on the confirmation and covers the number of passengers for which the transfer is booked and paid. You MUST bring the transfer voucher, and it is sent to the specified email address.
Cancellation and changes
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Within Europe
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Up until 24 h before booked transfer
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0 % of the price
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Less than 24 h before booked transfer
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100 % of the price
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Outside Europe
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Up until 24 h before booked transfer
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0 % of the price
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Less than 24 h before booked transfer
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100 % of the price
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Changes less than 24 h (within Europe) / 48 h (outside Europe) will be treated as cancellation and new booking.
Any changes can lead to changes in prices.
A handling fee of £ 18 is added to every change/cancellation
Changes before departure
- Sembo cannot be held responsible for rebookings, timetable changes or cancelled flights/ferries. The customer is responsible for checking any timetable changes before departure. We are also not responsible for cancellations resulting from environmental disaster, act of war, strike, or other unpredictable event. If the customer is affected, any claims should be directed to the airline. We will where possible follow the policy of the relevant carrier. Any change or cancellation request is subject to an administration fee per ticket.
- Sembo reserves the right to direct the customer to equivalent or better alternative accommodation, where we are forced to do so by circumstances beyond our control. The customer will then be notified of the new alternative as soon as possible. The customer is entitled to withdraw from the agreement if this change is significantly to his or her disadvantage and in such case must inform Sembo of this within a reasonable period and will receive a refund of the amount paid for the accommodation as soon as possible. If the change would be for the worse, the customer is entitled to a price reduction.
- In the event of a cost increase for Sembo after the agreement has become binding, if the price increase is the result of changes to transport costs, taxes or duties, Sembo shall be entitled to increase the price of the trip by an amount equal to the cost increase.
- Both the customer and Sembo shall be entitled to withdraw from the agreement, if, after the agreement has become binding, there is a disaster, act of war, general strike or other major disruptive event, at, near or along the planned route to the destination, that significantly affects conditions at the destination at the time when the trip is to be made. Expert authorities must be consulted in order to determine whether the event is of a serious nature.
Responsibility during the trip
- The traveller is obliged to respect the rules that apply to hotels, etc., and to behave in such a way that fellow travellers and others are not disturbed. If the traveller commits a significant breach of this, Sembo is entitled to cancel the agreement. The traveller is responsible for injury caused through negligence, for example by failure to follow instructions or rules provided.
Faults and deficiencies
- The traveller may not claim for faults that are not reported to Sembo within 72 hours of the fault being discovered. The traveller forfeits their right to claim if they do not inform Sembo before leaving the booked accommodation.
Complaints
- Complaints and any claims for compensation must be received by Sembo within 60 days after the end of the rental period. It is recommended that complaints are made in writing. Complaints received after this time will not be considered. Sembo and the customer should attempt to resolve disputes relating to the interpretation or application of the agreement through negotiation. If the parties are unable to agree, the dispute can be considered by the Swedish National Board for Consumer Disputes (Allmänna Reklamationsnämnden).
- For conveyed services, it is the travel company in question that is responsible for implementing the service any claims due to inadequacies in the implementation are made to them.
Travel guarantee
- Stena Line Travel Group provides a travel guarantee for up to SEK 40 million at the Swedish Legal, Financial and Administrative Services Agency (Kammarkollegiet). More information about the travel guarantee can be found on the Legal, Financial and Administrative Services Agency’s website, www.kammarkolegiet.se. Customers who have purchased accommodation or transport only are not covered by the travel guarantee.
Other
- Local airport taxes/fees may apply at the airport. These must be paid in local currency and are subject to change at short notice. The fees are charged by the relevant country’s aviation authority. Sembo has no control over these fees and does not reimburse these costs.
- In the event of a stopover, there may be additional costs for transfers and overnight accommodation. Sembo is not responsible for those costs or for costs that passengers may incur because of changes to flight times.
- The passenger is responsible for checking the baggage rules that apply with the airlines he or she will be using. Information about extra baggage (dimensions and weight) must be submitted at the time of booking and will be confirmed subject to availability. The airlines normally charge a fee for extra baggage, which is payable at check-in.
- Sembo is not responsible for lost or damaged baggage. Losses/compensation claims must be made by the traveller immediately at the airport using a PIR (Property Irregularity Report).
- Travellers under the age of 18 require a certificate in which their parent or guardian approves the travel agreement. In some cases, the age limit is higher. The traveller is responsible for checking this at the time of booking.
- Environmental charges and local tourist tax will be payable for certain destinations. This tax is set by the local authorities and must be paid by the traveller directly to reception/the key office.
- Sembo cannot be held responsible for the closure of roads, shops, restaurants, swimming pools, ski lifts, etc., that occurs after our information has been published, nor for other events that are beyond Sembo’s control.
- Sembo does not guarantee that the holiday accommodation is suitable for allergy sufferers or other people with a sensitivity, nor can we guarantee that the accommodation is wheelchair friendly.
- We make reservation for changes in exchange rates and obvious printing/publishing errors.
- Some hotel texts are imported from third-party hotel databases. These texts are not quality controlled to the same extent as accommodation that bears the stamp “Carefully selected”. Sembo therefore makes reservation for obvious errors in these texts and cannot be held responsible for the content of these texts. Imported texts are continuously updated and may therefore change over time.
- Certain airlines require you to add passport information and complete check in prior to your flight. We advise that you check directly on the airlines website to ensure you complete all required actions before arriving at your departure airport. If the required information and actions are not completed you may be charged additional fees at the departure airport (Any charges incurred at the airport will not be reimbursed).
Privacy policy
- In order to ensure that personal data is handled and protected in a proper manner, we comply with the Swedish Data Protection Act (PuL) and the principles of good practice in this area.
- As a visitor to Sembo’s website, we ask you to provide personal information when booking a trip. The kind of personal information we collect is usually your name, address, phone number and e-mail address, and sometimes your personal ID number.
- We use the information we collect for the following purposes: To enable us to offer secure and easy use of our website. To enable us to communicate with you, via e-mail or post, in connection with offers and catalogue mailing.
- We use cookies to enable us to provide a website that runs smoothly and is easy to use. A cookie is a small amount of data sent to your browser from the web server of the site you are visiting and is stored on your computer's hard drive. If you do not agree to Sembo storing cookies on your computer, please disable the use of cookies in your browser. You can do this in the security settings. Please note that blocking cookies means you will not be able to book our trips correctly online. In this case, please book by telephone on +46 (0)42 37 85 00.
- Our websites contain links to other sites on the Internet. We cannot accept any responsibility for how these sites handle your personal information, but we encourage visitors to read the privacy policies that apply to each site.
- If you have any questions about how we handle your personal data, please send us an e-mail at info@sembo.co.uk or write to Sembo, Box 1324, SE-25113 Helsingborg, Sweden. You have the right to request information (once a year) regarding the information we hold about you. In addition, you can always contact us to request the correction, deletion or blocking of your personal information. This requires your personal ID number in order to confirm your identity. All mailings we send by e-mail contain a clickable link that you can use to stop receiving e-mails from us.
- Sembo is the controller of personal data for the personal information collected. We do not sell personal information to other companies. However, we do sometimes share information with suppliers and partners in connection with trips.
- Data protection and privacy are high priorities at Sembo. We take great care to protect personal information against unauthorised access, loss or corruption.
- Sembo may update and amend this policy. We therefore recommend that returning visitors regularly check whether any changes have been made before providing personal information.
Updated 2017.07.19 MK