Terms & Conditions

The following terms and conditions shall be applied for holiday packages, including accommodation and activities and offered and delivered by Arctra Oy (Business ID: 3267399-8, hereinafter referred to as ”Arctra”). These are the general terms applied with Arctra and the Guest. In some services, there are special terms that are agreed upon separately before using the services. Approving these terms is necessary for using the services.

Although in some cases only one or more persons in a larger group have contact with Arctra, they are responsible that every person in their group has understood these terms and conditions, approve them and take full liability for complying with them. If those contacting Arctra fail to comply with this, they take full responsibility for everyone using services with them.


Rates relative to the reservation are indicated during the reservation process. All given prices include VAT in accordance with the Finnish VAT Act (1501/1993). Prices of services are valid for the dates specified in the offer. All rates are displayed and charged in the local currency EUR. When justifiable reasons exist, the company reserves the right to amend these rates without prior notice. All outstanding charges must be paid for in full on check-out.

In some cases, Arctra applies the regulation of selling travel services, Margin scheme – Travel Agents, Finnish VAT Act 80 §. If this is applied, it is clearly specified in the invoice.

Reservation maker

The person making the reservation had to be over 18 years old. The person making the reservation had to approve using their personal data for the reservation.

Confirmation and payment

The reservation is made via a travel agency or directly or indirectly with the customer. The reservation can be paid with a wire transfer or credit card. The booking shall be treated as confirmed when the full payment in advance has been provided. Before that, Arctra has all rights to let offer the service to anyone they will. A separate payment schedule can be agreed upon under special circumstances at the discretion of Arctra. Arctra reserves the right to release any service and space which is not paid in advance in accordance with the agreed payment schedule.

Payment terms

Deposit payment of 30% upon reservation. Rest is to be paid 30 days prior to arrival. 70 % of the value of the order confirmation, paid 30 days before the start of the services unless otherwise stated in the order confirmation. Arctra has all rights to change prices until the deposit payment has been paid.

Cancellation Policy & Changes

All changes in the reservations shall be made in writing by e-mail. The receipt must be acknowledged by Arctra. The deposit payment is non-refundable after it has been paid. The Customer anknowledges that services provided by Arctra fall under the Finnish consumer protection act (38/1978) chapter 6, section 16, paragraph 11, which means that the Customer does not have a cancellation right after the reservation has been made.

In case of force majeure, Arctra can cancel the reservation. The Customer had the right to a full refund in this case.

Arctra or the service provider can cancel the reservation due to following reasons:

  • Disruptive behaviour

  • Causing danger or damage to property or other persons

  • Failing to comply with guidelines given for usage of services

Abowementiond cover all persons using accommodation or other services or visiting or staying in place used for accommodation services, despite whether the Customer invites them or not.

If the reservation is cancelled for these reasons, there will be no refund.

Cancellation Terms and Fees

Total or partial cancellation of the order -> Cancellation Fee is:

Cancellation 30 days or more prior to arrival -> 30 % of the value of the order confirmation.

29 – 0 days prior to arrival -> 100 % of the value of the order confirmation.

Changes to service

All changes or alterations have to be made in writing within office hours in Finland. The requested changes and alterations are subject to the written approval of Arctra The changes can only be made, if Arctra is able to provide the services requested in the change request. The change had to be made 14 days before the reservation. Changes made later than this are treated as a cancellation and a new reservation.

Check-in and check-out requirements

In the interests of security and to prevent fraud, at the time of check-in, the Customers are required to confirm their identity by providing their booking reference, their passport/identity card/driving license and a valid credit or debit card, which will be swiped in the presence of the cardholder. The information above may be requested for each member of your party over the age of 15, and we reserve the right to refuse entry to persons who cannot provide the information set out above. In the case of accommodation service, the legislation (law 308/2006) might require that the following information is collected and registered:

1) The full name and personal ID or birthday of all Customers and those travelling with them

2) The address of all Customers and those travelling with them

3) The country where the Customers and those travelling with them come

4) The passport number of all Customers and those travelling with them

5) The dates the service is used

Guest records will be kept for at least 12 months, and longer is required by applicable law, and may be disclosed or made available for inspection by any police officer or as otherwise required by applicable law in connection with the prevention or investigation of crime.

Customers may checkin at any time from 16:00 on the scheduled day of arrival. All rooms that have been secured by credit/debit card or prepaid at the time of booking will be held until 11:59 pm on the scheduled day of arrival unless otherwise agreed directly. We kindly ask all guests to vacate their rooms by 11:00 in the morning when departing unless a later departure is stated as part of your booking.

Late arrivals

In case the consumer or the participants included in the order made by the consumer are late from the agreed starting time of the service, Arctra reserves the right to cancel confirmed service(s). If service(s) have to be cancelled due to late arrival, a 100% cancellation fee is charged.


The service can only be used by a number of people agreed in advance. If the number of people changes, the abovementioned charge for change is applied, as well as the accommodation fee. This payment has to be paid immediately when required by Arctra. If the payment is neglected, Arctra has all rights to cancel service with no refunds.

Accessibility and special needs

Please contact us at sales@arctra.fi to discuss specific individual requirements and the availability of appropriate accommodation, and we will do our best to accommodate your needs. Any special diets shall be delivered to the staff 48 hours prior to your arrival date. We will do our best to accommodate your needs. We reserve the right to have an additional charge when the needs or wishes are outside of our service scope.

Food and beverage

Every booking includes full board (breakfast, lunch, and dinner) during the stay. The Customer is fully liable for the food and drinks brought along by themselves being fit for consumption and absolves the hotel in this respect from any claims by a third party. Arctra undertakes no liability for the shelf life of the food which is taken away.

The service description

Arctra does not take responsibility for any information that is not provided by themselves or by the service providers. Some services are provided by a third party. In those cases, the Customer is informed in advance that information for those services is provided by a third party, and that party might have separate terms and conditions for the service.


All complaints had to be immediately informed to the service provider. If the issue is not fixed, the Customer can file a written complaint to Arctra. This had to be done within one month after the service was used.

If the Customer does not inform the service provider immediately when there is something to the complaint, the service is seen as agreed.

If the abovementioned is neglected, no refunds will be paid.

No Smoking

Customer are not permitted to smoke in the accommodation or public areas except the designated areas which are appropriately marked.

Liability for property

The Customer is fully responsible for the building during their stay. All damages incurred to the building or the estate during the Customer’s stay will be billed from the Customer. The customer is responsible for all persons they invite or allow to visit or stay in the building or in the estate. The Customer has the burden of proof that they are not liable for the damages.

Force Majeure

Arctra accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond its reasonable control including, but not limited to, flood, earthquake, extreme adverse weather conditions, natural disasters, acts of terrorism, fire or failure of electric power, gas, water, or other utility services, plant machinery, computers, vehicles or any collapse of building structures.

Limitation of Liability

Arctra will not be responsible for the loss or damage of any property left in the property other than as required under the applicable law. Nothing contained in any document between the Customer and Arctra shall be read or construed as excluding any liability for death or personal injury caused by Arctra’s negligence or liability for fraud or fraudulent misrepresentation. Arctra has the following insurances for the services it provides, all that is not included in these insurances will not be covered by Arctra’s liability and the Customer is solely responsible for that:

  • Liability insurance

  • Property insurance

Legal notice

The law of Finland applies exclusively. Should individual provisions of the accommodation or event contract or individual provisions of these general terms and conditions for hotel accommodation and for holding events be or become ineffective, the effectiveness of the remaining provisions will remain unaffected by this.

Contact information



Arctra DMC Ltd. is an international Destination Management Company specialised in private luxury travel experiences in Lapland. We craft unforgettable stays that exceeds your expectations.
© 2023 Arctra DMC Ltd.

Arctra DMC Ltd.

Private activities and exclusive tours