Travel conditions

Travel Terms and Conditions

Stena Line Travel Group AB

Registration number: 556529-1795

Kungsgatan 6, Helsingborg

E-mail: uk-sembo@sembo.com

Phone: +44 20 8016 0993

1. General Information

1.1. About Sembo

Sembo is part of Stena Line Travel Group AB and is headquartered in Helsingborg. Sembo is responsible for accommodation services, while Stena Line Scandinavia AB and Direct Ferries manage ferry services. Sembo also acts as an intermediary for other transportation services such as airline tickets, rental cars, trains, and transfers. Payments for both transportation and accommodation are made directly to Sembo (Stena Line Travel Group AB).

Sembo primarily serves private travelers. Please read these travel conditions carefully before booking your trip, as booking travel services through our website constitutes your acceptance of Sembo's travel conditions.

Unless otherwise agreed upon, you as a customer select products and services, or combinations thereof, from the offerings available on our website.

You are responsible for providing accurate contact information to enable us to reach you with important information. We will notify you about any changes via email. Sembo cannot be held responsible if incorrect contact details provided by you result in missed important communications. You, as the individual making the booking, are responsible for payment. It is your responsibility to ensure you can receive communications from Sembo. Sembo will not be responsible for undelivered messages due to circumstances beyond our reasonable control, such as providing an incorrect email address, email settings preventing receipt, or emails being categorized as spam.

1.2. Responsibility and Obligations for the Fulfillment of the Trip

By booking travel through our website, you agree that Sembo acts solely as an intermediary between you and the service providers. Sembo shall under no circumstances be held responsible for travel services booked through other suppliers.

Additionally, Sembo is not responsible for any inaccuracies in information displayed on our website provided by the respective service providers.

When Sembo intermediates services for a supplier, the supplier is responsible for delivering the service, and the supplier's travel and transportation conditions apply. As an intermediary, Sembo is not liable for timetable changes, canceled flights/ferries, lost luggage, bankruptcies, or other matters related to the execution of the travel services.

Any claims related to the non-delivery of travel services must therefore be directed to the relevant supplier.

1.3. Technical Issues

Sembo disclaims responsibility for technical problems and pricing errors beyond our control. Sembo reserves the right to contact customers via email within 48 hours during regular business hours (weekdays excluding public holidays) in the event of technical issues or pricing errors concerning, for example, airline tickets, baggage, and seating.

If an obvious error occurs during your booking, Sembo will offer you the choice of either paying the correct price and retaining your booking or canceling your booking without penalty.

Sembo is not obligated to provide travel services at an incorrect (lower) price, even if you have received a booking confirmation, if the error should reasonably have been obvious to you.

2. Payment

2.1. Payment Options

Bookings can be paid using the following payment methods:

• Trustly (bank transfer)
• Credit/debit card payments: Dankort, Visa, MasterCard, and Eurocard – Sembo reserves the right to refuse card payments if card fraud is suspected. In such cases, identification may be required.
• Paypal
• Apple Pay
• Gift cards

2.2. Payment for Airline Tickets

Must be paid immediately upon booking, and the payment is binding.

2.3. Payment for Ferry Tickets

"Economy" tickets must be paid immediately upon booking.

2.4. Payment for Hotel/Entrance Tickets

A deposit of 10% of the total amount or at least EUR 50, plus cancellation insurance, must be paid within 2 hours after booking. For departures within 25 days, the full amount is payable upon booking.

2.5. Apartments/Cottages/Holiday Homes

A deposit of 10% of the total amount or at least EUR 50, plus cancellation insurance, must be paid within 2 hours after booking. For departures within 45 days, the full amount must be paid at the time of booking.

For bookings at special rates, also indicated as "Non-refundable," the booking must be paid immediately and cannot be refunded in case of changes or cancellations.

If final payment is not received by the due date, Sembo has the right to consider the booking canceled. Refer to our cancellation policy, including applicable charges, within these conditions.

3. Flight Conditions

3.1. Intermediation of Flight Tickets

When you have booked your trip, a booking confirmation will be sent to your email. At this point, the intermediary agreement between you as a customer and Sembo comes into effect. If you do not receive a booking confirmation within one hour after completing your booking, and none of our customer service representatives have contacted you via email or phone regarding any issues, please contact us by phone for confirmation.

Once your electronic tickets have been issued, you will receive a confirmation email containing your ticket number. At that moment, a binding contract between you and the relevant airline carriers comes into effect.

Flight prices and seat availability information are provided directly by the airline. If the airline makes changes beyond our control (e.g., changes in price, seat availability, or other conditions) after the booking confirmation has been sent but before the agreement with the airline has become binding (as described above), the agreement will not come into effect. In such cases, Sembo will refund the payment to the same method used for the booking.

We may contact you during our regular office hours to give you the option to accept the new price, but no later than 48 hours after we have become aware of the change.

You are responsible for ensuring that the confirmation matches your booking. When booking flight tickets, it is your responsibility to ensure all names match exactly with passport information.

For flight bookings where the outbound and return journeys consist of two separate one-way tickets, these are treated as two independent tickets. It will be clearly stated during the booking process and on your booking page if your trip consists of two separate, unrelated one-way tickets. In the event of a schedule change, delay, or cancelled flight on one leg of the journey, we do not allow changes or cancellations to the other leg, as the airline considers them to be entirely separate bookings.

Flight tickets must be used in the order they were issued. If you do not use the outbound leg of a return ticket, the airline will automatically cancel your return journey and no refund will be available.

We do not offer tickets to minors traveling without an accompanying adult. Passengers under the age of 18 must be booked and accompanied by an adult. Certain countries and airlines deny entry to minors who are not accompanied by a legal guardian. Please note that some airlines require minors to present a birth certificate during travel.

For flight tickets booked with low-cost airlines (e.g., Ryanair, EasyJet), the airline will send the booking confirmation directly to your email, including the booking reference required for online check-in. If you do not receive confirmation from the airline within 72 hours, please contact us immediately. Online check-in should usually be done through the airline's website to avoid extra airport fees. If you have booked flights only, please contact the airline directly for assistance.

3.2. Right of Withdrawal

The right of withdrawal does not apply to transportation services or related accommodation services under distance selling laws. Sembo does not offer any 24-hour rule. After payment, flight tickets are non-refundable.

3.3. Check-in

Please note that some airlines charge a fee for airport check-in. Refer to individual airline websites for details.

3.4. Airport Taxes

Local airport taxes/fees must be paid at the airport in local currency and may change on short notice. These fees are determined by each country’s aviation authority. We have no control over these fees and do not refund them.

3.5. Service Package

The service package is a service that we offer to our customers. The service package can be purchased when booking flight tickets or added anytime before departure or during the trip.

The service package includes:

• Finding optimal alternatives in case of schedule changes (following airline guidelines) without additional fees.
• No additional fees for handling refund requests for flights cancelled by the airline.
• Assistance with booking special baggage such as golf equipment, etc.
• Requesting special meals when meals are included (usually not applicable for domestic or short-haul European flights).
• Assistance with rebooking your flight (airline fees apply).
• Registering your frequent flyer membership with the airline.
• Assistance with name changes, baggage, and seat booking when possible (airline fees apply).

Airline fees may apply. The service package fee is non-refundable, even if the airline cannot confirm requests. If your departure is within 3 days, contact us by email or phone. Requests made later than 72 hours before departure may not be confirmed. Passengers with severe food allergies must contact the airline directly.

For flights booked with low-cost airlines (e.g., Ryanair, EasyJet), all requests must be handled directly with the airline unless the Service Package was purchased. Additional fees from Sembo and third-party suppliers may apply.

3.6. Rebookable Flight Ticket

This option must be selected and paid for at the time of booking and cannot be added later.This service is Sembo’s own product and may not correspond to the airline’s rebooking policy. Rebooking must therefore be made via our flight department, by email, during regular office hours, and at least 48 hours before the original departure (the first flight of the booking). The new journey must be completed within one year of the original booking date.

Rebooking is subject to availability and must be with the same airline originally booked. If a rebooking involves higher ticket prices, the traveler pays the difference. This service permits a one-time rebooking only, after which it is considered consumed. Sembo offers rebooking regardless of the airline’s own rules.- Free date changes are allowed within the same fare level and travel route with the selected airline. If the new fare is higher, the customer must pay the price difference.- The product does not allow name changes or name corrections.- Flight segments must be used in the original order booked; changes to the destination are not permitted.- Rebooking the ticket to a so-called “stopover” is not allowed.- The service may be used once only; after that, it is considered consumed.- The service includes up to three price inquiries for your rebooking.- Once the outbound journey (the first flight of the booking) has commenced, the service is considered consumed.- In case of cancellation of the trip, the fee paid for the Rebookable Ticket service is non-refundable.- If the rebooking results in the passenger no longer qualifying for a special or promotional fare, the price difference to the new fare will be charged.- Sembo does not assume responsibility for visa, passport, or similar travel documentation should the journey be extended.- The passenger is responsible for any ancillary services, such as baggage or seat reservations, purchased through Sembo or directly from the airline.- If the passenger fails to check in or travel any segment of the itinerary, the rebooking service will be forfeited.- All communication regarding changes must be made by email, and the passenger is responsible for ensuring the matter is confirmed.- Sembo will not make any changes to the original booking without the customer’s written consent, except in cases where changes are made by the airline.

3.7. Pre-booking Seats Onboard

For certain airlines, Sembo can offer seat reservations on board the aircraft for an additional fee. Where this option is available, it will be presented during the booking process, and the cost may vary depending on the selected seat.

Please note that we can never guarantee your requested seat, as the airline reserves the right to change pre-booked seats if deemed necessary—such as in the case of an aircraft change—without any obligation to notify either Sembo or you as the traveller.

If you forgot to pre-book a seat during the booking process, you may contact our customer support team afterward. Our agents will provide a price quote, provided that the airline's policies allow for seat pre-booking. The seat reservation fee is non-refundable, even if the airline is unable to provide your requested seat.

3.8. Baggage

You can view the baggage rules for your trip on our website when searching for flights under “Baggage and Ticket Rules.” You will also be given the option to add baggage during the booking process, provided that the airline’s policies allow it. Please note that baggage is never refundable under the rules of the airlines.

In some cases, the airline may not allow us to pre-book checked baggage on your reservation—for example, if your booking includes a codeshare flight. If we are unable to pre-book baggage for your trip, we will refund the amount paid at the time of booking and refer you to the airline’s website or ask you to contact the airline directly to arrange baggage. Baggage can also be added at the airport during check-in.

If you forgot to add baggage during the booking process, you may contact our customer support team afterward. Our agents will provide a price quote, provided that the airline allows baggage to be pre-booked.

Information about excess or special baggage (such as dimensions and weight) must be provided at the time of booking, as we need to send a request to the airline. Such baggage will only be confirmed if space is available. Airlines often charge a fee for excess baggage, which is payable at check-in.

Please note that baggage must always be added and paid for again in the event of a rebooking, as airline rules do not allow previously paid baggage to be transferred to a new ticket.

It is your responsibility as the customer to check the baggage rules that apply to your airline.

We are not liable for lost or damaged baggage. In the event of loss or damage, a Property Irregularity Report (PIR) must be completed by you directly at the airport.

3.9. Insurance

Travel InsuranceWe recommend that travellers purchase travel insurance. In cooperation with Solid, we offer travel insurance that can be purchased up until the time of departure and cancelled free of charge up to the day before departure. You can read more about the insurance and its terms here.

Baggage Insurance In cooperation with the insurance company Solid, we also offer baggage insurance. You can read more about the insurance and its terms here.

3.10. Cancellation Protection

To protect yourself against unexpected events, we recommend that you add our cancellation protection to your booking. Cancellation protection can only be purchased at the time of booking and cannot be removed or refunded once the agreement has been concluded.

A traveller who has purchased cancellation protection may cancel the trip with a deductible of 5%, provided that a valid medical certificate is presented and the cancellation is made before the trip begins. The cancellation protection applies in the event of acute illness, accident, or death affecting the traveller, the traveller’s spouse/partner, children, parents, siblings, or a person with whom the traveller jointly booked the trip. The protection is valid only if the event occurs before departure but after the agreement has become binding.

Cancellation protection does not apply to illnesses known at the time of booking or to complications related to pregnancy after the 30th week. The medical certificate must be issued using a specific form, available here , and must be submitted to Sembo no later than 14 days after the cancellation date. Medical certificates received after this period will not be processed.

The cost of the cancellation protection and the deductible is non-refundable in the event of cancellation.

3.11. Passports, Visas and Health Regulations

Passport, visa, and/or health requirements are subject to change, and it is therefore your responsibility to contact the relevant authorities (embassy, consulate, etc.) well in advance of your departure. You are solely responsible for ensuring that you hold a valid passport and, where applicable, a visa. It is important to consider all transit points along your journey, as visas may also be required for those segments. As visa processing may take time, we strongly recommend that you apply well in advance.

Sembo accepts no responsibility for customers who fail to obtain the necessary travel documents or for any costs incurred due to deficiencies in a traveller’s documentation.

Each destination has its own specific entry requirements, including documentation, vaccinations, and other conditions, which may also vary depending on the traveller’s nationality. It is your responsibility to obtain and verify this information. Any issues arising from non-compliance with such official requirements shall not be deemed the responsibility of Sembo. We therefore encourage you to always check which documents are required for both your destination and any transit countries, as well as how long the relevant procedures may take.

3.12. Transit

During stopovers or layovers, additional costs for transfers and accommodation may arise. We are not responsible for these costs, nor for any expenses you may incur due to changes in flight schedules. These costs are non-refundable.

3.13. Name on Flight Tickets

Flight tickets are personal and non-transferable. It is extremely important to double-check that the passenger names are entered correctly before confirming and paying for your booking, as names on flight tickets generally cannot be changed. It is the customer’s responsibility to ensure that all names match the traveller’s passport. Please note that fictitious names for infants are not accepted.

In cases where name changes are permitted, both the airline’s change fee and Sembo’s administrative fee (starting from EUR 60 per ticket) will apply.

To allow us to investigate whether a name change is possible, a Service Package must have been purchased. The request must be submitted no later than 24 hours before the outbound flight, during our regular business hours on working days.

For name change requests close to departure, we recommend that you contact the airline directly.

3.14. Changes to Flight Tickets

Rebooking is only possible if the fare conditions of your ticket permit it. These conditions are set by the airline and cannot be influenced by us. If changes are allowed, the airline’s fees will apply in addition to Sembo’s administrative fee (starting from EUR 60).

If you wish to rebook your trip, the request must be submitted no later than 24 hours before the scheduled outbound or return departure, during our regular business hours on working days. For rebooking requests with short notice, we recommend that you contact the airline directly.

If you have added baggage to your original booking and choose to rebook your flight ticket, new baggage must be booked and paid for, as baggage cannot be transferred to a newly issued ticket following rebooking.

Please note that it is not possible to add additional travellers to an existing flight booking.

If you have purchased a Rebookable Flight Ticket, the specific terms and conditions for that product apply. See the conditions here .

3.15. Airline-initiated Changes

Changes Made by the AirlineSembo cannot be held liable for rebookings, schedule changes, or cancellations of flights or ferries. You are responsible for checking any schedule updates prior to departure. We accept no responsibility for cancelled trips due to natural disasters, war, strikes, or other unforeseeable events. Any further claims must be directed to the airline, as we adhere to the airline’s policies.

Any request for changes or refunds will incur an administrative fee per ticket.

Cancelled or Delayed FlightsIf you are travelling to or from an EU country with an EU-based airline, you may be entitled to compensation for costs that are directly attributable to the airline in the event of flight cancellation, delay, or denied boarding.For more information, please refer to Regulation (EC) No 261/2004 of the European Parliament and of the Council.

3.16. Force Majeure

If your flight is delayed or cancelled due to an unforeseeable event, you are not entitled to compensation. Such situations are considered force majeure, and the airline cannot be held liable. Examples of unforeseeable events include air traffic control strikes, extreme weather conditions, or political unrest.

3.17. Refunds

Refunds are processed in accordance with the terms and conditions of the respective service provider. If you are entitled to a refund, it will be issued to the same payment method used at the time of booking.

All refunds are paid by the relevant service provider, and as an intermediary, we have no influence over the provider’s processing time.

As an intermediary, we will only process a refund once we have received the corresponding amount from the relevant service provider.

Please note that any additional products—such as service packages, cancellation protection, rebookable tickets, baggage, etc.—are strictly non-refundable.

3.18. Administrative Fees

Fees for Handling Refund Requests

This fee applies to any refund request submitted by you, including requests for refunds of fares, taxes, charges, and/or fees from the airline.

The fee also applies to administrative work carried out by us in the event of a cancellation initiated by the airline. EUR 60 per flight ticket

Rebooking/Changes

Applies when you request to make changes to your booking, such as a change of flight departure or a name correction. EUR 60 per flight ticket

Please note that all changes and/or refunds are subject to the terms and conditions of the airline and the fare rules of the ticket. Additional fees may be charged by the airline.

If the requested rebooking results in a more expensive ticket, or if the change causes the passenger to no longer be eligible for a promotional fare, you as the customer are responsible for paying the difference in price.

4. Hotel Conditions

4.1. Intermediation of Hotels

The agreement becomes binding for both parties once we have confirmed your booking in writing and you have paid the deposit or the full amount. However, we reserve the right for technical issues and obvious pricing errors.

We reserve the right to relocate you to an equivalent or better accommodation alternative if circumstances beyond our control require this. We will inform you of the alternative accommodation as soon as possible. If such a change significantly alters your booking, you have the right to a discount or refund.

If our costs increase after the agreement becomes binding, due to increased transport costs, taxes, or fees, we reserve the right to raise the price accordingly.

We cannot be held responsible for events such as technical issues, pricing errors, or events beyond our control (e.g., changes at hotels, closures, natural events, etc.) that occur after information has been provided.

Certain hotel descriptions are imported from third-party hotel databases and have not undergone the same rigorous quality checks as other accommodations listed as our own products. We cannot guarantee that holiday accommodations are suitable for individuals with allergies or disabilities.

4.2. Travel Documents

Travel documents will be sent via email once full payment has been received. If documents are not received, please contact us immediately.

4.3. Complaints

You must notify Sembo immediately if any issues arise. Complaints made after leaving the booked accommodation without notifying Sembo, or after leaving without informing us first, will not be accepted.

4.4. Resort Fee & Club Card

Some hotels/apartments require a “Resort Fee” or “Club Card,” payable locally. These fees, set by local accommodation providers, vary seasonally or by the number of travelers or rooms/apartments. Information about these fees, when available, is presented on our website. These charges are non-refundable.

We cannot guarantee that accommodations will be suitable for allergy sufferers or persons with disabilities.

4.5. Cancellation Terms

Cancellations must be made via your booking page. A cancellation fee may apply. A cancellation confirmation will be sent by email. If your booking consists of multiple products, the cancellation rules specific to each product apply as indicated in your booking confirmation.

If accommodation and ferry tickets are booked together, separate cancellation terms apply, as shown in your booking details. Bookings not cancelled according to stated terms are non-refundable.

Individual accommodation cancellation terms are stated clearly during the booking process; please review them carefully prior to finalizing your booking.

4.6. Changes to Accommodation Bookings

Accommodation changes, where possible, may incur an administrative fee. All requests must be made to Sembo directly.

4.7. Refunds

Refunds will be handled according to the service provider's terms. Refunds, if applicable, will be made using the original payment method. Refund processing depends on the respective provider, and Sembo cannot influence their processing times. Additional services (e.g., service packages, cancellation protection) are non-refundable. Service fees are always non-refundable.

4.8. Tourist Tax

Environmental fees and local tourist taxes apply in certain destinations. These taxes are determined by the local authorities and must be paid by you directly to the hotel reception or key collection office. Environmental fees and tourist taxes are non-refundable by us.

4.9. Sembonus

Sembonus is a reward system where you collect points for each booked and completed night at eligible accommodations. After collecting 10 stamps, you receive a "Bonus Night" based on the average nightly price of those 10 nights. The bonus night covers accommodation cost only; additional local charges must be paid separately.

Stamps are awarded only when logged into your account at the time of booking. Stamps cannot be earned by guests other than the account holder. Bonus nights can only be redeemed through the account that earned the stamps.

Bonus nights are non-refundable, and no compensation will be provided if the value of the redeemed night is lower than the maximum bonus value. Any difference in cost if the new booking exceeds the bonus night’s value must be paid by the customer.

Unused stamps expire after 12 months of inactivity. If no purchases or redemptions occur during a 12-month period, all stamps on the account will expire without compensation.

4.10. Responsibilities During Your Stay

You must comply with the rules of your accommodation and behave in a way that does not disturb other guests. Breaching these rules may lead to termination of your stay without refund.

You accept that Sembo acts only as an intermediary between you and the service provider. Sembo cannot be held liable for any services booked directly with service providers or for inaccuracies in information provided by them.

Regarding our own services, we accept responsibility only within the limits stated in these terms and within the limits of applicable law. We accept liability solely for direct damages caused by our own actions, in accordance with these terms and applicable law.

Sembo is not liable for losses or expenses caused by the failure of any third-party service provider to deliver booked services, including in cases of insolvency or other unforeseen circumstances.

Refunds due to third-party service failures will only be processed once received from the service provider."

5. Ferry Conditions

5.1. Intermediation of Ferry Tickets

After booking, a confirmation will be sent to your email. At that time, the intermediary agreement between you and Sembo takes effect. If you have not received a confirmation within one hour of booking and have not been contacted by our customer service, please contact us by phone immediately for confirmation.

As soon as your ferry tickets are issued, you will receive an email confirmation containing your ticket number. At that moment, a binding contract between you and the ferry operator comes into effect.

Ferry ticket prices and seat availability are provided directly by the ferry company. If the ferry operator makes changes beyond our control (e.g., changes in prices or availability) after the booking confirmation is sent but before the agreement with the ferry operator becomes binding, the agreement will not enter into force. In such cases, Sembo will issue a refund using the original payment method.

We may contact you to approve the new price during our regular office hours, no later than 48 hours after being notified of the price change.

You are responsible for verifying that your confirmation matches your booking details and that all passenger names match exactly the details on your passport.

5.2. Cancellation of Ferry Tickets

Ferry tickets with Stena Line

• Economy ticket type: Non-refundable
• Flexi/Premium/Campaign tickets:
  • 15 days or more before departure: 0% cancellation fee
  • 1–14 days before departure: 50% cancellation fee
  • Departure day or later: 100% cancellation fee

5.3. Changes to Ferry Tickets

Ferry tickets with Stena Line

• No fee for changing Flexi or Premium tickets
• Economy tickets: EUR 50 change fee per change
• Adding cabins, meals, or other services does not incur a change fee but a new price will apply.
• Online changes possible up to 2 hours before departure for Flexi and Premium tickets.
• Fare differences due to date/time changes may apply.

6. Intermediation of Car Rental and Transfers

6.1. Car Rental Intermediation

Rental car services are provided by Rentalcars.

All inquiries, amendments, or cancellations related to car rentals must be made directly to Rentalcars, as Sembo does not have access to these bookings.

6.2. Transfer Intermediation

Transfers such as shuttle buses and private transfers booked in conjunction with flight + hotel packages are provided by HoppaGo. You are responsible for reading and complying with the transfer provider’s specific terms, which can be found on your transfer voucher.

We reserve the right to respond within 24 hours of your booking or the next working day if your booking cannot be confirmed. In such cases, a full refund will be issued.

Infants and children are counted as full passengers on all bookings. If traveling with an infant, we recommend bringing your own child seat.

Standard luggage allowance is 1 suitcase and 1 piece of hand luggage per passenger. Extra baggage (e.g., bicycles, golf bags) must be pre-booked and an additional fee will apply.

The number of passengers shown on your confirmation is the number booked and paid for. You must print and present your voucher to the transfer provider. This voucher is proof of your booking and payment.

Changes made within 24 hours (within Europe) or 48 hours (outside Europe) will be treated as cancellations and new bookings.

Cancellation/Change of Transfers provided by Sunhotels (Webbeds)

• Within Europe: Free cancellation up to 24 hours before arrival. After this, a 100% cancellation fee applies.
• Outside Europe: Free cancellation up to 48 hours before arrival. After this, a 100% cancellation fee applies.

All cancellations must be made through Sembo’s customer support and confirmed via email by Sembo.

7. Other Information

7.1. Travel Guarantee

Sembo has provided statutory travel guarantees with Kammarkollegiet (Swedish Legal, Financial, and Administrative Services Agency) in accordance with the Swedish Travel Guarantee Act. More details are available on Kammarkollegiet’s website. Purchases of accommodation-only or transport-only services are not covered by the travel guarantee.

7.2. Data Protection

We take your personal data protection seriously. More information about how we collect, process, and use your personal data can be found in our privacy policy.

7.3. Complaints

Any complaints or claims for compensation must be submitted to Sembo no later than 60 days after your trip has ended. Complaints must be in writing. Complaints received later will not be considered. Sembo and the traveler shall first attempt to resolve any dispute through negotiation. If the dispute remains unresolved, it can be referred to the National Board for Consumer Disputes (Allm-änna Reklamationsnämnden, ARN):

Allmänna Reklamationsnämnden Kungsholmstorg 5, Stockholm Email: arn@arn.se

For intermediary services, the respective service provider is responsible for the performance of the service and any claims related to deficiencies must be directed to them.

7.4. Package Travel

If a package travel agreement has been entered into, the General Conditions for Package Travel established by the Swedish Travel Agency Association (SRF) apply in accordance with the Swedish Package Travel Act ("Paketreselagen"). A package travel agreement refers to a combination of at least two travel services (e.g., transportation, accommodation, car rental, or other tourist services). These terms are detailed in Appendix 1.

Appendix 1 - General travel terms for package tours

The trip is subject to the general conditions of the Swedish travel agency and organizer association (SRF) agreed within the industry on June 28, 2018 and the organizer's special conditions. The travel organizer has the right to apply special conditions that deviate from the general ones, if the application of special conditions is justified by the special nature of the trip, special provisions on the mode of transport (such as booking and sales conditions for regular flights), deviating accommodation conditions due to the special nature of the trip or special circumstances at the destination. The special conditions must not conflict with the law on package travel to the disadvantage of the traveler. The general and special conditions are part of the agreement.

1. THE AGREEMENT

1.1 The agreement becomes binding for the parties when the organizer has confirmed the traveler's order in writing unless otherwise agreed. The organizer must confirm the traveler's order without delay. Right of withdrawal does not apply to package travel agreements.

1.2 The main traveler is the person in whose name the agreement has been concluded. The main traveler is indicated first in the travel documents or in another clear way. The main traveler is responsible for payment according to the agreement. All changes and any cancellation must be made by the main traveler. Exceptions can be made if the main traveler becomes seriously ill and cannot make the change or cancellation. The main traveler is responsible for providing the organizer with correct booking information for other travelers covered by the agreement. Any refund is made to the main traveler.

1.3 If the traveler is under 18 years of age and travels without a guardian, this must be stated at the time of booking. Some trips may require an age limit that may be higher than 18 years. Information is provided at the time of booking.

1.4 The departure and return times in the booking confirmation are preliminary. The organizer must as soon as possible and if possible no later than 20 days before departure specify the departure times that will apply for the trip.

1.5 The organizer must provide general information about what applies in terms of passport and visa.

1.6 The organizer must provide general information about health regulations for the destination.

1.7 Connecting travel or special arrangements are included in the package travel agreement only if these are booked together and at the same time with the services included in the package trip or if these are sold together with other services for a total price.

1.8 Any wishes or special services at the traveler's request are included in the agreement only if these are expressly confirmed in writing by the organizer.

1.9 The traveler is obliged to check the booking confirmation / travel documents as soon as they are received and that all information is correct including that names are spelled correctly and correspond to the passport. Any inaccuracies must be reported as soon as possible. The organizer reserves the right to charge a fee equivalent to the actual cost of correcting incorrect information plus a reasonable compensation for the additional work that the correction entails. If the error is due to the organizer or someone hired by them, the correction should be made at no cost to the traveler.

1.10 The main traveler must immediately notify the organizer of any changes of address, email address, telephone number or other information of importance for the organizer's opportunities to contact the traveler.

1.11 For some trips, a minimum number of participants is required for the trip to be carried out. The traveler should in such cases receive clear information about this at the latest at the time of booking.

1.12 If flight tickets are part of the package trip, these must be used in the correct order. The traveler can thus not use only a return ticket when both round trip and return are booked or only part of a flight route. If the ticket is not used from the start, the remaining parts are canceled.

2. PRICE AND PAYMENT

2.1 The price should be stated in such a way that the total price of the trip is clearly shown. The price should include all services included in the contract as well as mandatory additions, taxes and fees.

2.2 The traveler must pay the price of the trip no later than the time stated in the contract.

2.3 The organizer may charge a first partial payment (registration fee) in connection with the booking confirmation. The registration fee should be reasonable in relation to the price of the trip and other circumstances.

2.4 If the traveler does not pay the price of the trip in accordance with the contract, the organizer has the right to cancel the contract and charge a reasonable compensation.

2.5 Unless otherwise expressly stated, the price of the trip is based on accommodation for two people in a shared double room. For accommodation for only one person in a double room or larger room intended for more than one resident, the organizer has the right to charge an additional fee.

2.6 The organizer is also obliged to inform the traveler of any additional costs that may be incurred.

3. TRAVELER'S RIGHT TO CHANGE AND CANCELLATION

3.1 The traveler has the right to change the agreement if the organizer allows this. Changes in the agreement may result in additional costs for the traveler from the organizer or another.

3.2 The traveler has the right to cancel the trip. The organizer reserves the right to claim compensation from the traveler for the costs that the organizer incurs as a result of the cancellation. The organizer can set up reasonable standardized cancellation fees based on the time of cancellation. If the organizer has not set up any standardized cancellation fees, the organizer has the right to a reasonable cancellation fee.

4. TRAVELER'S RIGHT TO TRANSFER THE AGREEMENT

4.1 The traveler may transfer the agreement to someone who meets all the conditions to participate in the trip. Such a condition can, for example, be that the transport company or another that the organizer has hired according to applicable rules should accept a change of traveler. The traveler must notify the organizer or the retailer about the transfer in reasonable time before departure. Notification made no later than seven days before departure is always considered to have been made in reasonable time.

4.2 The organizer may charge a reasonable fee for the transfer. The fee must not exceed the costs that the transfer entails for the organizer. The organizer must show how the cost has been calculated.

4.3 The transferor and the acquirer are jointly and severally liable to the organizer or the retailer for everything that remains to be paid for the trip and for the extra costs that the transfer entails.

5. CHANGES BEFORE DEPARTURE

5.1 Change of contract terms

The organizer has the right to make changes to the contract provided that the organizer informs the traveler of the change in a clear, understandable and clear way on a durable medium. If the change is insignificant, such as minor changes to flight times, the traveler is not entitled to a price reduction or compensation. In the case of significant changes to the trip, the traveler should, if possible, be offered an alternative trip or the right to terminate the contract without a cancellation fee.

5.2 Change of price

5.2.1 The organizer may raise the price of the trip if the increase is due to changes in fuel costs, taxes and public charges or exchange rates.

5.2.2 The price of the trip may be increased by an amount corresponding to the traveler's share of the cost increase that the organizer is affected by. The right to a price increase only exists if the total cost increase exceeds 100 kronor per booking.

5.2.3 The price of the trip should be reduced if the organizer's costs, for reasons stated above, decrease by a total of at least 100 kronor per booking. The organizer may deduct actual administrative costs when reducing the price.

5.2.4 The organizer should notify the traveler of the price changes as soon as possible. The notification should contain a justification for the change and a calculation.

5.2.5 The price may not be increased and does not need to be reduced during the last 20 days before the agreed departure day.

5.2.6 The organizer can in its special conditions waive the right to raise the price according to 5.2.1. In that case, the organizer does not need to lower the price according to 5.2.3.

5.3 The traveler's right to terminate the contract without a cancellation fee

5.3.1 If the traveler wants to terminate the contract due to a significant change, e.g. if the price is increased by more than 8% of the total price of the package trip, the traveler must notify the organizer that the contract is terminated within a reasonable time from the time the organizer informed the traveler of the change. If the traveler does not do so, the traveler will be bound by the new contract.

5.3.2 If the package travel contract is terminated, the organizer must without unnecessary delay and no later than 14 days after the contract was terminated repay the entire price of the trip.

5.4 The organizer's and the traveler's right to terminate the contract in the event of unavoidable and extraordinary events

5.4.1 Both the organizer and the traveler have the right to terminate the contract if the implementation of the package trip or the transport of passengers to the destination is significantly affected by unavoidable and extraordinary events at the destination or in its immediate vicinity. By unavoidable and extraordinary circumstances is meant for example serious security problems such as war, terrorism, outbreak of serious illness or natural disasters. In such cases, the traveler has the right to terminate the contract without paying any cancellation fee. If the organizer terminates the contract in accordance with this point, the traveler is not entitled to compensation. In such cases, the traveler has the right to a full refund in the manner set out in 5.3.2.

5.4.2 The traveler does not have the right to terminate the contract if the unavoidable and extraordinary events were generally known at the time the contract was entered into.

5.4.3 In order to investigate whether the event is of such a serious nature as stated above, expert Swedish or international authorities should be consulted. A current advice against travel from the Ministry of Foreign Affairs should always be considered a basis for termination.

6. ORGANIZER'S RESPONSIBILITY FOR THE EXECUTION OF THE PACKAGE TOUR

6.1 Lack of implementation

If a travel service is not carried out according to the agreement, the organizer must remedy the error within a reasonable time. However, the organizer is not obliged to remedy the error if it is impossible or if the remedy would entail disproportionate costs. If the organizer does not remedy the error, the traveler may be entitled to a price reduction and damages.

6.2 Significant errors

6.2.1 If after departure a significant part of the agreed services cannot be provided, the organizer should if possible arrange equivalent or at least equivalent alternatives at no extra cost to the traveler. If the organizer cannot offer this, the organizer may offer alternatives of lower quality in conjunction with a reasonable price reduction. The traveler may only reject such alternatives if they cannot be considered comparable to those that would have been provided according to the agreement or if the offered price reduction cannot be considered reasonable.

6.2.2 If the organizer cannot offer any alternative or if the traveler has the right to reject such alternatives according to 6.2.1., the traveler may be entitled to a price reduction and damages.

6.2.3 In case of errors that significantly affect the implementation of the package tour and which the organizer has not remedied within a reasonable time, the traveler may terminate the agreement and may also be entitled to a price reduction and damages.

6.2.4 If the organizer cannot offer any alternative or if the traveler has the right to reject such alternatives according to 6.2.1., or if the traveler has terminated the agreement according to 6.2.3 the traveler is entitled to equivalent home transport without unnecessary delay and at no extra cost if the package tour includes transport and the traveler is at the destination.

7. ABOUT PRICE REDUCTIONS AND DAMAGES

7.1 No price reduction is given if the organizer can show that the error is due to the traveler.

7.2 The traveler is not entitled to damages if the organizer shows that the error is due to the traveler or a third party unrelated to the provision of travel services included in the package tour, or if the error is due to unavoidable and extraordinary events.

7.3 If the error is due to someone the organizer has hired, the organizer is free from liability for damages under these travel conditions only if the person the organizer has hired would also be free according to that provision. The same applies if the error is due to someone else in a previous link.

7.4 There is no right to damages because the organizer has canceled the trip if the organizer shows that fewer people than a minimum number specified in the contract have signed up for the trip and the traveler is notified in writing within a specified time in the contract that the trip has been canceled. Notice of a trip being canceled must be given no later than:

• 20 days before departure if the trip lasts longer than 6 days

• 7 days before departure if the trip lasts between 2 and 6 days

• 48 hours before departure if the trip lasts less than 2 days

7.5 Damages under these conditions include compensation for pure economic loss, personal injury and property damage. The traveler is obliged to limit the damage as much as possible.

7.6 Unless another limitation follows from the Package Travel Act or other mandatory legislation, the organizer's liability for damage is limited to three times the package tour price. However, this limitation does not apply to personal injury or damage caused intentionally or by negligence.

8. COMPLAINT

8.1 The traveler may only invoke errors in the agreed services if he notifies the organizer or the retailer of the error within a reasonable time after he noticed or should have noticed the error. This should be done as soon as possible and if possible at the destination. When determining any price reduction or compensation for damages, the time at which the traveler complained about such a message would have meant that the organizer could have remedied the error is taken into account.

8.2 Notwithstanding point 8.1, the traveler may invoke errors if the organizer or retailer has acted grossly negligently or in violation of faith and honor.

9. TRAVELER'S RESPONSIBILITY DURING THE TRIP

9.1 Organizer's instructions

The traveler is obliged to follow the instructions for the implementation of the trip given by the tour leader or by another person hired by the organizer. The traveler is obliged to respect the rules of order that apply to the trip and at the destination and behave so that fellow travelers or others are not disturbed. If the traveler significantly violates this, the organizer can terminate the agreement without the traveler being entitled to compensation or refund.

9.2 Traveler's liability for damage

The traveler is liable for any damages in connection with damage that the traveler negligently causes the organizer.

9.3 Traveler's responsibility for formalities

9.3.1 The traveler is responsible for observing necessary formalities for the implementation of the trip, such as possession of a valid passport, visa, vaccinations, and insurance.

9.3.2 The traveler must have completed check-in for all transport services included in the package trip in accordance with the travel plan or other instruction from the organizer or transporter.

9.3.3 The traveler is responsible for all costs that arise due to deficiencies in the aforementioned formalities, such as home transport due to lack of passport, unless the deficiencies were caused by incorrect information from the organizer or retailer.

9.3.4 The traveler is responsible for taking part in information provided by the organizer.

9.4 Deviation from the arrangement

A traveler who deviates from the arrangement after the trip has started is obliged to notify this to the organizer or his representative.

10. ORGANIZER'S DUTY TO PROVIDE ASSISTANCE

If the traveler is in difficulty during the trip, the organizer is obliged to provide appropriate help without unnecessary delay. Such help can for example be information about health and medical services, local authorities and consular support. The organizer has the right to charge a reasonable fee for such help if the situation has been caused intentionally or by negligence on the part of the traveler.

11. DISPUTE RESOLUTION

The parties should try to resolve disputes concerning the interpretation or application of the agreement on their own. If the parties cannot agree, the dispute can be tried by the General Complaints Board (ARN), Box 174, 101 23 Stockholm, www.arn.se (http://www.arn.se), or by a general court. A dispute can also be tried via the EU Commission's online platform: http://ec.europa.eu/odr (http://ec.europa.eu/odr).

Visa and vaccinations

According to the package travel law, we must keep EU/EEA citizens updated on what visa requirements apply to each destination. You can find more information about the current requirements for the Foreign Department's information pages (https://www.regeringen.se/sveriges-regering/utrikesdepartementet/). Citizens of other countries are urged to contact the nearest embassy or consulate. If you make a booking for someone else, you should inform your travel agency about the above requirements.

You should check if you need to renew your passport or apply for a visa.

For information on visas and the requirements for different destinations, Swedish citizens are referred to the Swedish Ministry of Foreign Affairs information pages (https://www.regeringen.se/uds-reseinformation/). The Ministry of Foreign Affairs also has an app with travel information, which you can find on the same page.To find out how long it takes to get a visa, contact the embassy of the country you are traveling to in the country where you are a citizen. Remember to be out in good time as it can take a long time, depending on your destination. If you are a citizen of another country, contact the nearest embassy or consulate.We recommend that you review your travel insurance. You may need insurance that covers loss of or damage to luggage as well as hospital costs and possible return home, if you should suffer from illness or accident. If you have home insurance, travel insurance is usually included in it. Find out what and which insurances apply, by checking your insurance or talking to your insurance company.

Remember to bring a European health insurance card. You can order it from the Social Insurance Agency and it gives you the right to medical and dental care within the EU, EEA and Switzerland. The card is free.For trips to Russia, Belarus and Cuba, valid travel insurance is required.

Contact your insurance company for more information.If you have a disability, it is important to find out what applies before you travel. Contact your hotel for information about accessibility at the hotel and at the destination. Remember to review your vaccinations if you are traveling outside Europe. This is important as many countries require you to be vaccinated against common diseases to be allowed to enter the country.