Tour Operator Booking and Cancellation Terms for Lumo Resorts Oy

Accommodation and Packages

These terms apply to all accommodation and travel packages offered by Lumo Resorts Oy. By making a booking, the customer agrees to these terms.

1. Booking and Confirmation

A booking is made either through Lumo Resorts Oy’s booking system or in writing. A booking becomes binding when Lumo Resorts Oy sends a confirmation via email or phone. It is the customer’s responsibility to ensure their email address is correct and operational. The customer must be of legal age. Minors may stay without a guardian only if they have written consent from their guardian before the start of the stay.

2. Payment Terms

The full price of the booking must be paid in advance. A reservation is confirmed once the confirmation message has been received. Accepted payment methods: invoice, secure online payment link (Paytrail), or credit card payment on site for walk-in bookings. Additional expenses during the stay can be settled at the resort by card or cash (euros). Credit card details may be requested upon check-in to cover potential extras.

Peak Season 18 Dec 2026 – 8 Jan 2027

− A 25% deposit of the total booking value will be invoiced within 14 days of each booking.

− 50% of the total booking value must be paid 100 days prior to arrival.

− 100% of the total booking value must be paid 28 days prior to arrival.

Winter Season 10 Nov – 18 Dec 2026 / 8 Jan – 31 March 2027

− 25% of the total booking value will be invoiced 100 days prior to arrival.

− 50% of the total booking value must be paid 28 days prior to arrival.

− 100% of the total booking value must be paid 14 days prior to arrival.

Summer Season 1 June - 10 Nov

− 25% of the total booking value will be invoiced 28 days prior to arrival.

− 100% of the total booking value must be paid 7 days prior to arrival.

3. Cancellation Terms

Cancellation policies vary depending on the season:

Peak Season 18 Dec 2026 – 8 Jan 2027

• Cancellation or changes more than 100 days before arrival 25% of the booking value will be charged.

• Cancellation 100 –28 days before arrival 50% of the booking value will be charged.

• 28 days or less before arrival or in case of no-show: 100% of the booking

Winter Season 10 Nov – 18 Dec 2026 / 8 Jan – 31 March 2027

• Cancellation 100 – 28 days before arrival 25% of the booking value will be charged.

• Cancellation 28– 14 days before arrival 50% of the booking value will be charged.

• 14 days or less before arrival or in case of no-show: 100% of the booking

Summer Season 1 June - 10 Nov

• Cancellation 28-7 days before arrival 25% of the booking value will be charged.

• 7 days or less before arrival or in case of no-show: 100% of the booking value will be charged.

For special events, separate cancellation terms may apply.

4. Seller’s Right to Cancel a Booking

Lumo Resorts Oy may cancel a booking due to force majeure; all payments will then be refunded. If payment is not made by the due date, Lumo Resorts Oy may cancel the booking and transfer unpaid invoices to a collection agency.

5. Check-in and Accommodation Period

Accommodation is available from 3:00 PM on the day of arrival and must be vacated by 12:00 PM on the day of departure. Access is provided via key codes delivered in advance by email or messaging. Late check-in: Please inform us in advance if arrival is after 22:00. Otherwise, late checkin cannot be guaranteed. Only registered guests are allowed in private areas, and the maximum number of guests per accommodation must not be exceeded.

6. Insurance

We recommend that guests have travel insurance to cover unforeseen circumstances. Lumo Resorts Oy does not accept cancellations without applicable fees (unless otherwise stated), even with medical certificates or other documentation. Lumo Resorts Oy does not provide insurance services. Customers are responsible for ensuring their travel insurance covers potential cancellation costs.

7. Force Majeure and Applicable Law

Lumo Resorts Oy reserves the right to modify or cancel a reservation in circumstances beyond its control classified as force majeure (e.g., pandemics, earthquakes, floods, wars, acts of terrorism). Finnish law applies. Any disputes arising from or related to Lumo Resorts Oy services are subject to the exclusive jurisdiction of Finnish courts and handled in the Oulu District Court.

8. Services Included in Packages

Accommodation packages include:

• Bed linen and towels

• Basic kitchenware

• Final cleaning

• Use of a hot tub (if available)

Packages may also include:

• 24/7 local guide support

• Pre-selected activities and services Additional services can be booked on-site for a fee. If a service cannot be provided due to force majeure, the payment will be refunded, and alternatives will be offered if possible. During guided activities, Lumo Resorts Oy ensures customer safety and insurance coverage for included services. Guests are responsible for personal belongings and any incidents outside guided activities.

9. Other Terms

Guests must inform Lumo Resorts Oy in advance if bringing pets. Pet-friendly accommodations are limited. Parking spaces with heating outlets are limited. EV charging is only allowed at designated points.

10. Liability for Damages and Disturbances

Guests are responsible for any damage caused to accommodation or furnishings. Disturbances may result in immediate termination of accommodation without refund. Quiet hours: 10:00 PM – 7:00 AM. Smoking, e-cigarettes, and harmful activities are strictly prohibited inside accommodations.

11. Complaints and Dispute Resolution

Any complaints must be reported immediately to Lumo Resorts Oy or reception. Efforts will first be made to resolve disputes amicably. If legal proceedings are required, cases are handled in the district court of Lumo Resorts Oy’s registered location under Finnish law

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