Customer service

General terms and conditions

Terms and conditions

These general terms and conditions shall obtain between Strömma Finland Oy Ab (SF), and any party who, either personally or through another party, concludes an agreement with SF in accordance with the provisions of the confirmation (the GUEST). The agreement may be in respect of travel, the purchase of other products and services, or a combination of the same (events/arrangements) for the following brand names:  Helsinki Card, Helsinki Panorama Sightseeing, Open Top Tours, Helsinki Sightseeing and Strömma Kanavalaivat.

Who is liable?

The responsible tour organizer is Strömma Finland Oy Ab, of Pohjoinen Makasiinikatu 4, 00130 Helsinki, Finland. Tel. +358 9 22881600.

The agreement, etc.

As the organizer, SF has a responsibility to the GUEST for those services that the latter may expect by reason of the agreement. The responsibility also applies with regard to any services that shall be rendered by any party other than SF. Information contained in catalogues, brochures and on the website shall be binding upon SF, but may be amended before the agreement is concluded if a clear reservation to that effect has been made and the GUEST has been clearly informed of the change. SF makes reservation for any printing or proofreading errors. As the organizer, SF is liable to ensure:

• That the GUEST receives written confirmation of their reservation and other necessary documentation;
• That details of how payment is to be made is provided and that the GUEST is otherwise informed of other issues of importance in connection with the event/arrangement;
• That the event/arrangement corresponds to the description contained in the confirmation. SF shall not be liable for undertakings that may have been given by third parties directly to the GUEST without SF’ knowledge and of which SF was not aware, nor should have been aware.

The following terms shall have the following import within the context of these General Booking Terms &Conditions:

Departure – the time when the GUEST departs from the departure point;
Arrival – the time when the GUEST arrives and ends their journey;
Onboard – when the GUEST is on any of SF’ boats or coaches.

Purchasing

Tickets can be bought from the online shop up until one hour before departure, if available. Last minute's tickets at departure point or from Tickets & Tours by Strömma sales points.

Groups: Please contact Strömma’s Sales Department. Advance bookings are accepted on certain conditions.  

Invoice fee

A invoice fee of € 13 per booking will be charged in conjunction with advance bookings by telephone/e-mail via Strömma’s Sales Department, irrespective of the number of persons in the party.

When does the guest's booking become binding?

The booking is binding upon both SF and the GUEST as soon as SF has confirmed the booking and the GUEST has, within the agreed time, paid the agreed fee for the booking.

Confirmation

We confirm bookings by e-mail to the e-mail address provided.

Cruise and sightseeing tickets: For admission tickets, an e-mail confirmation is considered to be the ticket; on the event date, your printed e-mail confirmation must be presented at the departure point.

Helsinki Card vouchers can be exchanged for Helsinki Cards in Helsinki Expert Shops (see confirmation for details).

Multiple tickets which are confirmed by one single confirmation for all of them are to be used at the same time. Such tickets cannot be held onto for use at a later date. Ticket products cannot be associated with other discounts, privileges or offers; those tickets not used will not be reimbursed

When should the guest pay?

The GUEST should pay for the event/arrangement no later than the time specified in the confirmation. SF shall be entitled to levy an initial part payment in conjunction with the confirmation (booking fee).

Travel bookings/Package bookings

Where the event/arrangement involves travel only or a travel package, the value of the booking shall be debited by card in conjunction with the booking online or via Strömma’s Sales Department. The value of the booking shall, under the terms of the agreement, reach SF no later than 12 midnight of the day upon which the booking is made.

What happens if the guest does not pay in time?

SF does not send payment reminders for unpaid bookings. The booking will be cancelled if payment does not reach SF by the due date specified in the confirmation.  If the GUEST does not pay in time, this will be regarded as a de facto cancellation of the booking, at which time the rules governing cancellation will apply.

What happens if the guest wishes to cancel/rebook?

The GUEST may submit a cancellation, either verbally or in writing, to SF or to the outlet that took the booking. All cancellations and changes shall be notified by phone + 358 9 2288 1600 or in writing to us by e-mail, sales@stromma.fi, Monday through Friday by 16.00.

The GUEST may not, in conjunction with bookings of combinations of events/arrangements sold by SF for a predetermined price (package deal), cancel individual components of the event/arrangement.

Groups 1-9 persons
•    SF will retain 100% of the value of the booking when a product ordered is cancelled less than 24 hours before departure.
•    SF will retain 100% of the value of the booking when a First of May, Mother's Day, Archipelago Dinner, Jazz, Piano & Dinner, Midsummer or Christmas Cruise is cancelled 0-7 days before departure
•    The entire sum will be refunded if the booking is cancelled according to the cancellation policy

Groups over 10 persons
•    SF will retain 100% of the value of the booking when a product ordered is cancelled less than 72 hours before departure.
•    SF will retain 50 % of the value of the booking when a product ordered is cancelled 3-6 days before departure
•    SF will retain 100% of the value of the booking when a First of May, Mother's Day, Archipelago Dinner, Jazz, Piano & Dinner, Midsummer or Christmas Cruise is cancelled 0-14 days before departure
•    The entire sum will be refunded if the booking is cancelled according to the cancellation policy

SF’ Alterations and the guest's rights, etc.

SF may alter the terms of the event/arrangement to the extent that the GUEST can be offered other, equivalent services. If SF incurs increased cost after the point when the agreement has become binding on both parties, SF may increase the price of the travel in an amount corresponding to the increase in cost, if the cost increase is due to changes in taxation or other charges in respect of services included in the event/arrangement.

The price may not be increased during the final 20 days before departure and the GUEST shall be notified immediately. The price of the event/arrangement shall be reduced if SF’ cost are reduced for the reasons specified above, more than 20 days before arrival.

If the event/arrangement cannot be laid on in accordance with the confirmation and these terms and conditions, and SF is unable to offer the GUEST other, equivalent services, the GUEST shall be entitled to waive the agreement. The GUEST shall also be entitled to waive the agreement if the terms and conditions are changed significantly to his detriment. SF must, under such circumstances, provide a full refund of all amounts paid. The GUEST shall notify SF personnel onboard of errors that occur during the travel in order to afford SF the chance to rectify them. The GUEST shall otherwise not be entitled to call attention to the error.

What are the guest's liabilities?

The GUEST must, in order to book/enter into an agreement with SF, be at least 18 years of age.

The GUEST is personally responsible for observing the necessary formalities for the completion of the travel.

SF shall be entitled to give notice of the termination of the agreement with immediate effect if the GUEST or any person in the GUEST’S party behaves in a disruptive manner and/or causes damage onboard. SF shall, in the event of any termination of the agreement with immediate effect for the above-mentioned reasons, debit the GUEST an overheads fee corresponding to the damage, but no less than € 500.

What happens in the event of a dispute?

The GUEST should contact SF with any complaints. Any complaints must be presented immediately to the staff or a member of the crew. In cases where this is not possible, where there was no satisfactory solution agreed upon in regard to a complaint, or the complaint is accompanied by a claim for a refund, any claim must be presented in writing within one calendar month of the relevant event, to be sent by e-mail, sales@stromma.fi.

The compensation liability is limited to the direct cost of the tour or service.

If the GUEST and SF fail to reach agreement during negotiations, they may approach The Finnish Competition and Consumer Authority or a Finnish public court of law.

Force Majeure

Any liability on the part of SF to pay damages shall lapse if SF is able to demonstrate that the travel service could not be provided due to circumstances beyond SF’s control and which SF could not reasonably have anticipated when the agreement was entered into and whose consequences SF could not reasonably have avoided or overcome.

Terms of transport

Once the transportation of passengers and freight has been undertaken, terms will apply that can be read on SF’ webpage, www.stromma.fi. The transportation terms are also available in the SF office. The liabilities of SF are limited according to Finnish Maritime Law and Finnish Road Traffic Act.

Personal data

The GUEST consents, through payment, to the processing of personal data by SF. The purpose thereof is to enable the customary guest administration, to ensure that SF has access to reliable personal documentation in the event of an accident, and to administer and process any losses. The data may also be used to inform the GUEST of insurance and payment services and of travel-related offers. The GUEST may also be contacted for the purposes of market surveys.

 

Terms & Conditions / Private tours and Charter

The following terms and conditions apply to travel/events with Strömma Finland Oy Ab (later Strömma Finland).

Booking terms Read carefully through and check the details on the booking confirmation. It is the client's responsibility to ensure that the correct booking and other details is stated.

Payment terms for vessels and catering on board the vessels

Strömma Finland carry out a credit check on all customers who hire a vessel. The payment method after approved credit check is by invoice after the event.  The credit limit is agreed in advance. No credit check is carried out for private individuals, associations or foreign companies, and these are always charged in advance.

Invoice:
The final invoice for vessel hire, together with any additional orders is sent after the event. Food and drinks will be charged on the final invoice after the event, unless otherwise agreed.  Any extension of the hire period is approved in written by the customer on board and is invoiced after the event. The payment conditions for this final invoice are 14 days unless other terms and conditions are stated on the invoice. Interest on late payment is charged after the invoice due date. Strömma Finland has the right to cancel the booking in cases where the previously agreed reservation has not been paid by the due date. Invoice fee may apply.

Payment in advance:
100% of the vessel hire is charged in advance, together with any additional orders such as coach hire, guides, entertainment and floral decorations etc. This amount is debited by card in connection with definitive confirmation of the order, unless otherwise agreed. Food and drink are paid for on board with credit cards. The eventual limit of the consumption of drinks on board is agreed in advance. Any extension of the hire period during the event is agreed and paid for on board the vessel. Payment by invoice in advance (if time allows) or by credit card. Strömma Finland has the right to cancel the booking in cases where the previously agreed reservation has not been paid by the due date.  Strömma Finland accepts Visa and Mastercard / Eurocard. Credit card and invoice fee may apply.

Payment terms for guide and transport bookings

The payment is in advance unless otherwise agreed on.  Strömma Finland accepts Visa and Mastercard /Eurocard.

Cancellation and changes

All cancellations and changes shall be notified in writing to us by e-mail (sales@stromma.fi) Monday through Friday by 16.00.

Cancellation and changes of vessels:
Cancellations or changes 45 to 21 days before the event: 50% of the vessel hire is charged as a cancellation fee. Cancellations or changes 20 to 0 days before the event: 100% of the vessel hire is charged as a cancellation fee.

Cancellation of catering on board the vessels:
Cancellations 6 to 0 days before the event 100% of the restaurant order excluding drinks is charged.  Adjustment to the number of guests can be made free of charge until seven (7) days before the event. Terms for changes can be found on the booking confirmation.

Cancellations and changes of other services on board the vessels:
Where the customer cancels or changes services which have been ordered from the Strömma Finland cooperation partners, the terms and conditions which are in force for the respective cooperation partner are to be followed.

Cancellations and changes of guide and transport bookings:
If a guide and/or transport booking is changed or cancelled 72 hours or less before the start of the tour, full price of the guided tour will be charged. Cancellations and changes must be made by e-mail Mon-Fri 9-16 (sales@stromma.fi).

Terms of transport

Once the transportation of passengers and freight has been undertaken, terms will apply that can be read from the web site. The transportation terms are also available in the Strömma Finland office. The liabilities of Strömma Finland are limited according to Finnish Maritime Law and Finnish Road Traffic Act.

Responsibility

Strömma Finland acts as agent for the owners or contractors providing means of transport or other third party services. We cannot assume responsibility for acts of omission by any person or firm other than Strömma Finland. Strömma Finland is not responsible for accidents, loss, detention, annoyance, delays and expenses arising from the same, quarantine, strikes, force majeure, failure of boats or coaches to arrive and depart as scheduled, disturbances, government restrictions or regulations, weather conditions, and other eventualities over which we have no control. Reasonable changes in the booking may be made by Strömma Finland where deemed advisable for the comfort, safety and well-being of the passengers. Strömma Finland is not liable to pay compensation for any potential damages or expenses which are incurred by the customer which result from natural conditions such as sudden weather changes. Strömma Finland has the right to cancel the booking in cases of force majeure. If such a case arises, the customer is entitled to a full refund.

Claims

Any complaints must be presented immediately to the staff or a member of the crew. In cases where this is not possible, where there was no satisfactory solution agreed upon in regard to a complaint, or the complaint is accompanied by a claim for a refund, any claim must be presented in writing within one calendar month of the relevant event, to be sent by e-mail, sales@stromma.fi. Compensation liability is limited to the direct cost of the service.

Passport, Visa and Immigration Requirements

It is the Customers responsibility to fulfill the passport, visa and other immigration requirements applicable to the itinerary. The Customer should confirm these with the relevant embassies and/or consulates. Strömma Finland do not accept any responsibility in the case of you being unable to travel due to not complying with any such requirements.

General

Please observe that consumption of your own food or drink is not permitted on board, except on MS Julia. We require your order of your menu, together with drinks for your event, no later than 14 days before the event. In the event of vandalism or similar in connection with the event, the client is liable to pay any damages. This applies even if the offender cannot be identified. Strömma Finland reserves the right to provide another vessel instead of that previously agreed, without being liable to pay any compensation. Strömma Finland reserves the right to alter tour arrangements or cancel the event in case of weather conditions such as ice obstacles. Strömma Finland reserves the right to change guides and/or previously agreed guide languages in case of unforeseen which Strömma Finland has no control over. Strömma Finland will do its best to find a similar solutions for the client. We reserve the right to amend price lists without any further notification. We reserve the right at any time to modify this Agreement without prior notice.

The customer may not assign any rights or obligations under this Agreement to any third party. The entire legal and contractual relationship between the Customer and Strömma Finland shall be governed exclusively by Finnish law, regardless of the laws that might be applicable under principles of conflicts of law. The parties agree that the Helsinki District Court shall have exclusive jurisdiction over all controversies arising under this agreement and agree that venue is proper in those courts.