Terms & Conditions

Booking and Cancellation Terms for Individual GuestsLumo Resorts Oy1 July 2026These terms apply to bookings confirmed on or after 1 July 2026 with an arrival date on or after 10 November 2026. Bookings confirmed before that date remain subject to the terms in force at the time they were confirmed.These terms apply to all accommodation and packages sold by Lumo Resorts Oy ("Lumo") to individual guests. Separate contractual terms apply to bookings made through tour operators, travel agents and other business partners, and to group bookings under section 1.7. By making a booking, the guest accepts these terms.

1. Booking and confirmation

1.1 A booking can be made through Lumo’s booking system, or in writing by email to sales@lumoresort.com.1.2 A booking becomes binding when Lumo has sent a written booking confirmation and any payment due at the time of booking has been received. For a direct Season C booking made more than 28 days before arrival, the booking becomes binding when Lumo sends the written confirmation.1.3 The guest is responsible for providing a valid email address and for checking that confirmations and invoices are received. Lumo is not liable for messages that fail to reach an incorrect or non-functioning address.1.4 The person making the booking must be at least 18 years of age and is responsible for the accuracy of the information provided for all guests in the booking.1.5 Guests under 18 may stay without a legal guardian present only with the prior written consent of their guardian.1.6 Age limits for children are stated in the applicable price list and vary by room category and season. The guest must inform Lumo of the ages of all children at the time of booking.1.7 These terms apply to individual bookings of up to three rooms. Bookings of four rooms or more, exclusive use of the resort, events and private groups are subject to separate written terms agreed case by case, which prevail over these terms.

2. Seasons, prices and payment
2.1 Seasons

The following seasons apply each year:Season A (Peak): 18 December to 5 January.Season B (Winter): 10 November to 17 December, and 6 January to 1 April.Season C (Summer and autumn): 2 April to 9 November.The season applicable to a booking is determined by the date of arrival. If any night of the stay falls within Season A, Season A applies to the booking as a whole.

2.2 Prices

All prices are in euros and include Finnish VAT at the rate in force on the dates of the stay. Payments must be made in euros. All bank charges, currency conversion costs and intermediary bank fees arising from an international transfer are borne by the guest. Lumo must receive the full invoiced amount.If the statutory VAT rate changes between the date of confirmation and the dates of the stay, Lumo may adjust the price by the amount of the change and will notify the guest in writing without delay. If the resulting increase exceeds 8 percent of the total booking value, the guest may cancel the booking free of charge by written notice given within 14 days of Lumo’s notification.Where a price has been quoted, published or confirmed as a result of a manifest error, Lumo may correct the error. The guest may then either accept the corrected price or cancel the booking free of charge.

2.3 Payment schedule

Bookings made through Lumo’s online booking system: the full booking value is payable at the time of booking. Where a cancellation gives rise to a refund under section 3, the refund is calculated on the amount paid.Bookings made directly with Lumo by email or other written channel:Arrivals in Season A: a deposit of 50 percent of the total booking value is payable on booking, and the balance no later than 60 days before arrival.Arrivals in Season B: a deposit of 25 percent of the total booking value is payable on booking, and the balance no later than 45 days before arrival.Arrivals in Season C: the full amount is payable no later than 28 days before arrival. No deposit is required.The booking is confirmed once the deposit has been received. For a direct Season C booking made more than 28 days before arrival, the booking is confirmed when Lumo sends the written confirmation.Where a booking is made on or after the date on which the balance would fall due, the full booking value is payable at the time of booking.

2.4 Payment methods and extras

Accepted payment methods are bank transfer against invoice and secure online payment link. Card payment on site is available for walk-in bookings and for extras.Extras purchased during the stay are settled at the resort before departure by card or in cash (euros).

2.5 Late payment

If a payment is not received by its due date, Lumo may cancel the booking. In that case the cancellation charges in section 3 apply as at the due date.

3. Cancellation and changes by the guest
3.1 Form of cancellation and counting of days

All cancellations and changes must be made in writing to Lumo by email to sales@lumoresort.com. A cancellation takes effect on the day Lumo receives the written notice. Notices received after 23:59 Finnish time are treated as received on the following day. Cancellations made by telephone are not valid unless confirmed in writing.All periods in this section are counted in calendar days.A change of arrival or departure dates is treated as a cancellation and a new booking, and the charges in section 3.4 apply. Changes are subject to availability and Lumo is not obliged to accept a change request.

3.2 Free cancellation period

A booking may be cancelled free of charge, and any amount paid is refunded in full, if Lumo receives the written cancellation by both of the following deadlines:(a) within 14 days of the date on which the booking was confirmed; and(b) by the cut-off for the applicable season, which is 43 days or more before arrival in Season A, 29 days or more before arrival in Season B, and 8 days or more before arrival in Season C.The free cancellation period ends on whichever of the two deadlines falls first. A booking made on or after the cut-off in paragraph (b) above has no free cancellation period, and the charges in section 3.4 apply from the date of confirmation.Example: a booking for an arrival in Season B confirmed 60 days before arrival may be cancelled free of charge until 46 days before arrival. The same booking confirmed 35 days before arrival may be cancelled free of charge until 29 days before arrival. Confirmed 20 days before arrival, it has no free cancellation period.

3.3 Deposits, refunds and amounts payable

Once the free cancellation period has expired, any deposit paid is non-refundable up to the amount of the applicable cancellation charge.Amounts already paid that exceed the applicable cancellation charge are refunded within 14 days of the cancellation taking effect, to the account from which the payment was made.If the applicable cancellation charge exceeds the amount already paid, Lumo invoices the difference and the guest must pay it within 14 days of the date of the invoice.

3.4 Cancellation charges

The charges below are calculated on the total booking value including accommodation, meals and pre-booked activities. They apply regardless of the payment method or booking channel used. Paying the full amount at the time of booking does not extend the free cancellation period or reduce the charges below.Season A43 days or more before arrival: 50 percent of the total.42 days or less before arrival, or no-show: 100 percent of the total.Season B43 days or more before arrival: 25 percent of the total.28 to 42 days before arrival: 50 percent of the total.27 days or less before arrival, or no-show: 100 percent of the total.Season C8 days or more before arrival: no charge.72 hours to 7 days before arrival: 50 percent of the total.Less than 72 hours before arrival, or no-show: 100 percent of the total.Lumo may reduce a cancellation charge where the cancelled accommodation or services are resold, or where applying the full charge would otherwise be unreasonable under mandatory consumer law.

3.5 Other provisions

A no-show means that the guest does not arrive on the confirmed arrival date and has not notified Lumo in writing.No refund is given for nights, meals, activities or other services that are not used, including where the guest arrives late or departs before the confirmed departure date. This does not apply where the service is not used because Lumo failed to provide it as confirmed, or where mandatory law provides otherwise.Guests are strongly advised to hold travel insurance covering cancellation. Lumo does not waive cancellation charges on the basis of illness, medical certificates, visa refusals, flight cancellations or other personal circumstances. These are matters for the guest’s insurance.

4. Cancellation and changes by Lumo

4.1 Lumo may cancel a booking if performance is prevented by an event beyond its reasonable control, as defined in section 10. In this case all amounts paid by the guest are refunded in full. Lumo is not liable for the guest’s other costs, such as flights or other travel arrangements not sold by Lumo.4.2 If Lumo cancels a booking because payment has not been received by the due date, the guest remains liable for the cancellation charge applicable on the due date. Lumo will adjust the outstanding invoice accordingly and may refer the remaining amount to debt collection. Statutory interest and lawful collection costs may be added.4.3 If the booked room is not available for technical, maintenance or safety reasons, Lumo may provide a room of the same or a higher category with materially equivalent key features. If the replacement is of a lower category or lacks a material feature stated in the booking confirmation, Lumo will provide an appropriate price reduction.

5. Arrival, departure and use of the accommodation

5.1 Rooms are available from 15:00 on the day of arrival and must be vacated by 12:00 on the day of departure.5.2 Arrival after 22:00 must be notified in advance. Without prior notice, late arrival cannot be guaranteed.5.3 Only guests registered on the booking may stay in the accommodation. The maximum occupancy of each room may not be exceeded.5.4 Lumo may refuse or terminate accommodation if more guests arrive than are registered on the booking, or if the information given at booking is materially incorrect.

6. Packages, meals and activities

6.1 Lumo’s packages are sold on a full board basis unless otherwise stated in the confirmation. The confirmation specifies which meals, activities and services are included.6.2 The guest must notify Lumo in writing of all allergies, intolerances and dietary requirements for every guest no later than 14 days before arrival, or at the time of booking where the booking is made less than 14 days before arrival. Lumo will accommodate reasonable requirements where possible. Requirements notified later than this, or not notified at all, cannot be guaranteed and no refund is given if they cannot be met.6.3 Lumo does not operate an allergen-free kitchen. Guests with severe allergies must discuss their requirements directly with Lumo before booking.6.4 Included activities take place in an Arctic natural environment. Lumo may modify, reschedule or cancel an activity where weather, snow, ice, daylight or safety conditions require it. In that case Lumo will offer a replacement activity of corresponding value, or, if no suitable replacement is available or the guest does not accept the replacement offered, refund the value of the activity. For refund purposes, the value of each included activity is stated in the booking confirmation.6.5 Natural phenomena, including the aurora borealis, cannot be guaranteed and are not a basis for a refund.6.6 Participation in Arctic activities involves inherent risks. Guests must follow the guide’s instructions and use the required safety equipment, and are responsible for their own personal belongings. Guests must disclose any medical condition, pregnancy, injury or medication that may affect their ability to take part safely. A guest who does not follow the instructions given by the guide may be excluded from the activity without refund. Nothing in these terms limits Lumo’s liability for negligence or any liability that cannot be limited under mandatory law.6.7 Motorised activities. A guest driving a snowmobile must hold a valid driving licence and present it before the activity. Minimum age, height and licence requirements for each activity are stated at the time of booking and are set by the operator of the activity. The use of alcohol or other intoxicants before or during a motorised activity is strictly prohibited. The guest is liable for damage caused to the vehicle up to an excess of 1 500 euros per vehicle per incident, and in full where the damage is caused intentionally, under the influence of an intoxicant, or in serious breach of the instructions given. The amount of the excess may be varied by separate written agreement.6.8 Guests must exercise appropriate care when using saunas, hot tubs, outdoor areas, ice and water areas, and must follow all safety instructions. Children must be supervised by an accompanying adult at all times in these areas.6.9 Additional services may be booked on site subject to availability.

7. Pets, parking and lost property

7.1 Guests must notify Lumo in advance if they intend to bring a pet. Pet-friendly accommodation is limited and cannot be guaranteed without prior written confirmation.7.2 Heated parking outlets are limited. Electric vehicles may be charged only at designated charging points.7.3 Property left behind is held for three months. Lumo returns it at the guest’s request and cost, and is not liable for items that are lost or damaged in transit.

8. Conduct, damage and disturbance

8.1 Guests are liable for any damage they cause to the property, furnishings or equipment, and Lumo may invoice the cost of repair or replacement.8.2 Quiet hours are from 22:00 to 08:00.8.3 Smoking, including electronic cigarettes, is prohibited inside all buildings. A cleaning charge may be applied for breaches.8.4 Lumo may terminate the accommodation with immediate effect and without refund if a guest causes serious or repeated disturbance, endangers others, or materially breaches these terms.8.5 Lumo may photograph or film the public areas of the resort. Guests will be informed in advance of planned photography or filming. Identifiable images of guests will not be published for marketing purposes without the guest’s separate consent, and in the case of a guest under 18, without the consent of their guardian. Guests may not publish photographs or recordings of other guests or of staff without their consent.

9. Liability

9.1 Lumo is liable in accordance with Finnish law. Nothing in these terms limits liability that cannot be limited under mandatory law.9.2 Lumo is not liable for travel arrangements not sold by Lumo, or for costs arising from delayed or cancelled flights, road or weather conditions, or other circumstances outside the services included in the confirmation.

10. Force majeure

10.1 Neither party is liable for failure to perform caused by an event beyond its reasonable control, including natural disaster, epidemic or pandemic, war, terrorism, civil unrest, strike, official order or restriction, or extended failure of electricity, water or telecommunications infrastructure.10.2 If an event under section 10.1 prevents Lumo from providing the confirmed accommodation or services and Lumo cancels the booking, section 4.1 applies. If the event affects the guest or the guest’s separately arranged travel, the cancellation terms in section 3 apply, subject to mandatory consumer law.

11. Personal data

11.1 Lumo processes personal data in accordance with the EU General Data Protection Regulation and applicable Finnish legislation. Details are set out in Lumo’s privacy policy, available in the footer of Lumo’s website at www.lumoresort.com.11.2 Lumo does not store guests’ full payment card details. Card payments are processed by Lumo’s payment service provider.

12. Complaints and dispute resolution

12.1 Any complaint concerning the accommodation or services must be raised with Lumo’s staff immediately during the stay so that the matter can be addressed. Complaints raised only after departure may limit the guest’s remedies.12.2 The parties will first seek to resolve any dispute by negotiation.12.3 A consumer may refer a dispute to the Finnish Consumer Disputes Board (kuluttajariitalautakunta, www.kuluttajariita.fi) after first contacting the Finnish Consumer Advisory Services (www.kkv.fi/kuluttajaneuvonta).12.4 These terms are governed by Finnish law. Any dispute not resolved amicably is heard by the District Court of Oulu, unless mandatory consumer legislation gives the consumer the right to bring proceedings in the court of their own domicile.

13. Priority of documents

13.1 If the booking confirmation expressly states a specific term that differs from these terms, the specifically agreed term in the booking confirmation prevails. Obvious clerical, calculation or technical errors do not create contractual rights.13.2 If there is a conflict between different provisions of these terms, the provision that deals with the matter specifically prevails over the general provision.13.3 These terms are drawn up in English. If a translation into another language is provided and there is a discrepancy, the English version prevails.Lumo Resorts OyRuka-Kuusamo, FinlandVAT FI35300695Nissinvaarantie 39 C, 93800 Kuusamo, Finlandsales@lumoresort.com | www.lumoresort.com