General terms and conditions at Upplev Norrköping AB (for a group of maximum 9)

The special terms and conditions for regular bookings of accommodation, packages, events, activities and transport are shown below.

General terms and conditions
These general terms and conditions apply between Upplev Norrköping AB (UNAB) and you who have entered into an agreement with UNAB, personally or through another, as indicated in the confirmation. This agreement can apply to residential accommodations (hereinafter called "cottages”), transport, purchase of other products and services, or a combination of these.

Who is responsible?
The responsible agent is: Upplev Norrköping AB, Källvindsgatan 1, 601 81 Norrköping,
Telephone +46 (0)11-15 50 00, Corp. ID No. 556443-0394.

UNAB are obligated to make sure:
• You receive all necessary documents and information regarding your stay.
• You are informed about all significant changes that affect your booking
• The suppliers become paid for the services you have bought

When will my booking be binding?
The rental agreement is binding on both you and UNAB as soon as we have confirmed the booking. Cancellation insurance must be purchased at the same time as you make your booking.

When do I have to pay? 
The customer must pay no later than the time stated in the terms and conditions below. UNAB may not demand any other final payment than that in the instructions below.
- Call Centre: the customer pays via invoice or by credit card over the phone. For credit cards, the amount is charged at the time of booking. For invoices, the amount is payable 21 days prior to arrival. If the booking is made fewer than 21 days prior to arrival, payment must be made at the time of booking. Note! When booking tickets or packages to Bråvalla Festival/Harry Potter™: The Exhibition, payments are made at the time of booking and only by credit card.
- Online: payments are made at the time of booking and only by credit card. UNAB uses 3D Secure so the customer can enter his/her personal details and card information securely. The 3D Secure service identifies the customer an extra time for increased security. With this, the banks offer a payment guarantee. For more information, contact your bank.

Personal Data Act
By paying, you are consenting to having your personal data processed by UNAB. The purpose of this is to facilitate the customary arrangements for guests, and to ensure that the UNAB has access to reliable personal documentation in the case of accidents, to satisfy the conditions for cancellation insurance, and to manage and treat any injuries. This information may also be used to provide information about insurance and payment services, as well as travel-related offers. Guests can also be contacted as part of market surveys. UNAB will be the entity responsible for the management of the personal data. Upon request, UNAB is responsible to provide you, free of charge, with an annual notice regarding how your personal information is being treated, and, upon request, to correct, block or delete improperly handled personal data.

What happens if I don’t pay by a deadline?
If you don’t pay the time required, we have the right to cancel your booking. A failure to pay your rent on time will be deemed to be a cancellation by you, and in such a case, the cancellation rules will apply.

Current fees by cancellation*:

Number of days
before booked arrival:
- 1 dayArrival day
Accommodation/Hotel package:SEK 160Full price
Cottage:SEK 250Full price
Event, theatre, show, transport:Full priceFull price
   

* Fee for each booking

 

Regular booking of accommodation (excl. cottages)

Cancelling accommodation only 
Cancellations may be made verbally or in writing to UNAB. For cancellations up to 5 pm the day before arrival a charge of 160 SEK will be made. For cancellations after 5 pm the day before arrival or non-arrival, the first night will be charged. In the event of an impediment at short notice outside office hours, the cancellation must be made by contacting the hotel directly and the seller must be informed within two weeks. Refunds cannot be guaranteed if the cancellation is made directly to the hotel.

What if I just want to change something?
To change, for example, the number of rooms or persons, or the hotel, just pay an amendment charge of 50 SEK. You may transfer the agreement to another person who meets the terms and conditions of the travel package.

What happens if something goes wrong? What are my rights?
If we fail to give you the cottage in the condition promised or at the right time, and are unable to offer you another equivalent cottage, you are entitled to cancel the rental agreement. We will then be required to refund all money received from you, as well as to reimburse you for your substantiated expenses, minus a deduction for any use and enjoyment of the cottage you may have had. If a performance or transport is cancelled with short notice, you will only become a refund of the tickets.  If you have complaints, you are required to present them to UNAB as soon as possible, or out of office hours directly to the accommodation. Notify us immediately of any defects arising during the stay, so we can have an opportunity to remedy them. If you have complaints after your stay, you have to tell UNAB.

What are my obligations?
You have to be over 18 years to book. You are required to check the written confirmation of your booking you have received in order to avoid misunderstandings.

You are required to take good care of the cottage and follow the rules, instructions and regulations that apply. You are personally responsible for any damage to the cottage or its fixtures and furnishings that may arise during the term of the tenancy as a result of your negligence or that of any other person in your party. The owner or the owner’s agent shall be reimbursed for any damage that results during the term of the tenancy. You may not use the cottage for a use other than recreation unless this has been agreed in writing at the time of the booking. You may not allow any persons to spend the night in the cottage or on its grounds other than those you specified at the time of booking. You are required to show consideration for your neighbors. You are required to clean the premises thoroughly before your departure. If you fail to do so, cleaning will be done at your expense. Upon arrival, you will need to leave a deposit of SEK 400 to the owner for cleaning. You will get your deposit back upon departure, once the cottage has been inspected and your cleaning has been approved. If you intend to take any pets (no more than two), always ask at the time of booking whether pets are allowed in the cottage.

What happens if we cannot agree?
Please contact us immediately with any complaints you may have. Remember that your possibilities of having the situation corrected may decrease if you delay contacting us with your complaints. All complaints have to be in writing to us (turistbyran@norrkoping.se). If we cannot agree, you can contact the National Board for Consumer Complaints (Sw. Allmänna Reklamationsnämnden, Box 174, 101 23 Stockholm, www.arn.se), which consists of an impartial chairperson and a number of representatives for tour operators and consumers. The consumer advisor in your home municipality can assist you.

 

Packages

Cancelling an accommodation package/accommodation with events/activity/transport (excl. packages with accommodation in a private cottage)
Cancellations may be made verbally or in writing to UNAB (turistbyran@norrkoping.se). Please note that your cancellation is not valid until you receive written confirmation of the cancellation. When cancelling a package that includes accommodation with events/activity/transport, the cancellation charge for the hotel (160 SEK) and the full price of the events/activity/transport will be charged.

Cancelling a package with accommodation in a private cottage and events/activity/transport
Cancellations may be made verbally or in writing to UNAB (turistbyran@norrkoping.se). Please note that your cancellation is not valid until you receive written confirmation of the cancellation. To cancel accommodation in a private cottage, you must have purchased cancellation protection at the time of booking, otherwise the full amount will be charged (read more under ’Private cottage’). The full price will be charged regardless for events/activity/transport.

Cancellation of private cottage
If you cancel without cancellation insurance:
More than 21 days before arrival date, you will receive a refund of your money, minus a service fee of SEK 250. Less than 21 days before arrival date, you are required to pay 90% of the rent plus a service fee of SEK 250. You will get back 10% of the rent minus a service fee of SEK 250.
If you cancel and have cancellation insurance:
Cancellation insurance costs SEK 50 per cottage and can be ordered at the time of booking. More than 21 days before arrival date, you will receive a refund of your money, minus a service fee of SEK 250, and the cost of the cancellation insurance. Less than 21 days before arrival date, you will receive a refund of your money, minus a service fee of SEK 250, and the cost of the cancellation insurance, provided any of the terms under “But what happens if something unforeseen occurs?” will be fulfilled.

But what happens if something unforeseen occurs?
You can protect yourself against cancellation costs by purchasing cancellation insurance. It cost 50 SEK. The cancellation insurance applies under the following circumstances, provided they were not known at the time of your booking:
a) Death, sickness or serious accident affecting you, your husband/wife, cohabitant, family or travelling companion,
b) Draft notice for induction into the armed forces or civil defence,
c) Other serious events beyond your control, which you could not have foreseen at the time of booking, and which would render it unreasonable to demand that you honour your booking, for example, an extensive fire or flood in your home. You must be able to substantiate your impediment by a certified statement from a doctor, government agency or insurance company, for example. The certified statement should be sent to us as soon as possible. Certified statements that have been sent to us later than 14 days after cancellation will not be noticed. The fee for the cancellation insurance will not be refunded in the event of cancellation.

What if I just want to change something?
To change, for example, the number of rooms or persons, or the hotel or accommodation option, just pay an amendment charge of 50 SEK. You may transfer the agreement to another person who meets the terms and conditions of the travel package.

What happens if something goes wrong? What are my rights?
If we fail to give you the cottage in the condition promised or at the right time, and are unable to offer you another equivalent cottage, you are entitled to cancel the rental agreement. We will then be required to refund all money received from you, as well as to reimburse you for your substantiated expenses, minus a deduction for any use and enjoyment of the cottage you may have had. If a performance or transport is cancelled with short notice, you will only become a refund of the tickets.  If you have complaints, you are required to present them to UNAB as soon as possible, or out of office hours directly to the accommodation. Notify us immediately of any defects arising during the stay, so we can have an opportunity to remedy them. If you have complaints after your stay, you have to tell UNAB.

What are my obligations?
You must be over 18 years old to book. You must check the written confirmation you receive of your booking in order to avoid misunderstandings. You must look after the rental object well and follow the rules and instructions that apply. You are responsible for any damage arising to the property or its fixtures or fittings during the rental period through carelessness by you or someone in your party. Any damage that occurs during the rental period must be paid for to the owner or his/her representative. You may not use the rental object for any purpose other than leisure, unless agreed in writing at the time of booking. You may not allow more people to stay overnight in the rental object than you stated at the time of booking. If you intend to take pets (max two), always ask at the time of booking if pets are allowed in the rental object. For more information on obligations when renting a private cottage, see Terms and Conditions of Travel Private Cottage.

What happens if we cannot agree?
Please contact us immediately with any complaints you may have. Remember that your possibilities of having the situation corrected may decrease if you delay contacting us with your complaints. All complaints have to be in writing to us (turistbyran@norrkoping.se). If we cannot agree, you can contact the National Board for Consumer Complaints (Sw. Allmänna Reklamationsnämnden, Box 174, 101 23 Stockholm, www.arn.se), which consists of an impartial chairperson and a number of representatives for tour operators and consumers. The consumer advisor in your home municipality can assist you.

Special conditions may be present at time of booking of various activities. The terms are included in describing the activity. More information for persons who have booked a package with accommodation in a private cottage is available under ‘Good to know’ under Terms and Conditions for Travel Private Cottage.

 

Event/activity or transport without accommodation

Cancellations of events, activities or transport will be charged in full.

What if something goes wrong? What are my rights?
If parts or all of your travel arrangements cannot be provided according to the travel documents and no compensatory arrangement can be offered with differences that are so minor as to not be important to you, you have the right to cancel. UNAB will then refund you in full for what you have paid them, with deductions for any parts of the arrangement you have already used. If a show or transport service is cancelled at short notice, a refund will only be given for the tickets. If anything goes wrong after arrival, try to sort it out on location. If you would like to lodge a complaint afterwards, you should contact UNAB, in the first instance. Remember that your chances of redress may decrease if you delay your complaint.

What are my obligations?
You have to be over 18 years to book. You are required to check the written confirmation of your booking you have received in order to avoid misunderstandings. You must follow the rules and instructions that apply. Any damage that arises must be paid for to the owner or his/her representative.

What happens if we cannot agree?
Please contact us immediately with any complaints you may have. Remember that your possibilities of having the situation corrected may decrease if you delay contacting us with your complaints. All complaints have to be in writing to us (turistbyran@norrkoping.se). If we cannot agree, you can contact the National Board for Consumer Complaints (Sw. Allmänna Reklamationsnämnden, Box 174, 101 23 Stockholm, www.arn.se), which consists of an impartial chairperson and a number of representatives for tour operators and consumers. The consumer advisor in your home municipality can assist you.

Special conditions may be present at time of booking of various activities. The terms are included in describing the activity.

 

Private cottage

What applies if I want to cancel?
Cancellations may be made verbally or in writing to UNAB (turistbyran@norrkoping.se). Please note that your cancellation is not valid until you receive written confirmation of the cancellation.

Cancellation of private cottage
If you cancel without cancellation insurance:
More than 21 days before arrival date, you will receive a refund of your money, minus a service fee of SEK 250. Less than 21 days before arrival date, you are required to pay 90% of the rent plus a service fee of SEK 250. You will get back 10% of the rent minus a service fee of SEK 250.
If you cancel and have cancellation insurance:
Cancellation insurance costs SEK 50 per cottage and can be ordered at the time of booking. More than 21 days before arrival date, you will receive a refund of your money, minus a service fee of SEK 250, and the cost of the cancellation insurance. Less than 21 days before arrival date, you will receive a refund of your money, minus a service fee of SEK 250, and the cost of the cancellation insurance, provided any of the terms under “But what happens if something unforeseen occurs?” will be fulfilled.

But what happens if something unforeseen occurs?
You can protect yourself against cancellation costs by purchasing cancellation insurance. It cost 50 SEK. The cancellation insurance applies under the following circumstances, provided they were not known at the time of your booking:
a) Death, sickness or serious accident affecting you, your husband/wife, cohabitant, family or travelling companion,
b) Draft notice for induction into the armed forces or civil defence,
c) Other serious events beyond your control, which you could not have foreseen at the time of booking, and which would render it unreasonable to demand that you honour your booking, for example, an extensive fire or flood in your home. You must be able to substantiate your impediment by a certified statement from a doctor, government agency or insurance company, for example. The certified statement should be sent to us as soon as possible. Certified statements that have been sent to us later than 14 days after cancellation will not be noticed. The fee for the cancellation insurance will not be refunded in the event of cancellation.

What if I just want to change something?
To change, for example, the number of rooms or persons, or the accommodation option, just pay an amendment charge of SEK 50.

What happens if something goes wrong? What are my rights?
If we fail to give you the cottage in the condition promised or at the right time, and are unable to offer you another equivalent cottage, you are entitled to cancel the rental agreement. We will then be required to refund all money received from you, as well as to reimburse you for your substantiated expenses, minus a deduction for any use and enjoyment of the cottage you may have had. If a performance or transport is cancelled with short notice, you will only become a refund of the tickets.  If you have complaints, you are required to present them to UNAB as soon as possible, or out of office hours directly to the accommodation. Notify us immediately of any defects arising during the stay, so we can have an opportunity to remedy them. If you have complaints after your stay, you have to tell UNAB.

What are my obligations?
You have to be over 18 years to book. You are required to check the written confirmation of your booking you have received in order to avoid misunderstandings. You are required to take good care of the cottage and follow the rules, instructions and regulations that apply. You are personally responsible for any damage to the cottage or its fixtures and furnishings that may arise during the term of the tenancy as a result of your negligence or that of any other person in your party. The owner or the owner’s agent shall be reimbursed for any damage that results during the term of the tenancy. You may not use the cottage for a use other than recreation unless this has been agreed in writing at the time of the booking. You may not allow any persons to spend the night in the cottage or on its grounds other than those you specified at the time of booking. You are required to show consideration for your neighbours. You are required to clean the premises thoroughly before your departure. If you fail to do so, cleaning will be done at your expense. Upon arrival, you will need to leave a deposit of SEK 400 to the owner for cleaning. You will get your deposit back upon departure, once the cottage has been inspected and your cleaning has been approved. If you intend to take any pets (no more than two), always ask at the time of booking whether pets are allowed in the cottage.

What happens if we cannot agree?
Please contact us immediately with any complaints you may have. Remember that your possibilities of having the situation corrected may decrease if you delay contacting us with your complaints. All complaints have to be in writing to us (turistbyran@norrkoping.se). If we cannot agree, you can contact the National Board for Consumer Complaints (Sw. Allmänna Reklamationsnämnden, Box 174, 101 23 Stockholm, www.arn.se), which consists of an impartial chairperson and a number of representatives for tour operators and consumers. The consumer advisor in your home municipality can assist you.

Helpful facts when booking a private cottage 
Arrival/departure
In the case of weekly booking, the day of arrival is usually Saturday. Unless otherwise indicated, the cottage will be available to you from 3 p.m. on the date of arrival until noon on the date of departure. A confirmation and/or invoice for the booking will be sent to the invoice address provided. Read this document carefully to avoid misunderstandings. You should especially check the dates of arrival and departure. The enclosed premises description also explains where the key is, contains any directions to get to the cottage, and states whether the owner should be contacted. Inform the owner of your estimated time of arrival as soon as possible, and not less than 14 days before your arrival.

Equipment
In most cases, the cottages have been inspected by one of our agents. Each cottage is equipped for self-catering. Make sure to take along your own bed linens, towels and consumables with you. In some cottages you can rent and pay bed linnens at the time of booking or at your arrival to the cottage and then pay directly to the owner of the cottage. The quality of furniture and fixtures varies, and may sometimes be basic. Household appliances may break and cannot always be repaired during the term of the tenancy. The water heater may be small, so that there may not be enough hot water to allow everyone to shower one after another.

Beds
The number of beds is indicated in the premises description, under each picture. This is also enclosed with the confirmation and/or invoice. The number of persons spending the night at the premises may not exceed the number you indicated in your reservation, with the exception of no more than one child below the age of three. Extra beds are generally simple sofa beds in the living room or foldable cots, which the guest sets up. Visitors during the day may not spend the night on the premises without the permission of the owner, who will be entitled to compensation for this. No tents or caravans may be placed on the grounds without the consent of the owner.

Rates
The rates are in Swedish crowns (SEK), and we ask that foreign guests also pay in that currency. Optional cancellation insurance is available for SEK 50. Electricity and VAT are included. The rate for each cottage is indicated per day or per week. There are two types of rates: high season (H) and low season (L). In addition, cottages that can be rented on a daily basis are indicated by a daily rate (D). Some of the cottages that can be rented on a daily basis, however, cannot be booked more than 14 days prior to arrival.

Pets and smoking
The box in the cottage description indicates whether or not pets are allowed. If you intend to take along pets, you must mention this at the time of the reservation. Please note that many cottages do not allow smoking indoors. Bear in mind, however, that even though pets and smoking are currently prohibited, this may not always have been the case.

Cleaning
Self-catering means that you clean the cottage yourself. If this is not done, there will be an additional charge.  Upon arrival, you will need to leave a deposit of SEK 400 to the owner for cleaning. You will get your deposit back upon departure once the cottage has been inspected and your cleaning has been approved. It’s best to take along your own cleaning supplies, so you can be sure that the cottage will be properly cleaned before your departure. In some cottages you can book and pay final cleaning at the time of booking or at your arrival to the cottage and then pay directly to the owner of the cottage.

The surroundings
Summer is an active period. Many people renovate their houses, there is roadwork, and sometimes neighbours have parties.  All this can mean disturbing noise outside. In and around the cottages, there can be spiders, cobwebs and insects like hornets, flies and ants. The agent or the owner will not assume any liability for these things. Major insect infestations, however, must be reported immediately so that measures can be taken. All distances in the cottage description or below the pictures are approximate. The closest store may be opened only in the summer.

Sorting at source and composting
Almost everything we do affects the environment in one way or another.  We therefore recommend the sorting at source of various types of packing material, paper and glass. Collection points are indicated on the maps available from the tourist office.

Payment
Your reservation must be paid before you arrive, unless otherwise specifically agreed with the booking personnel. If you have booked accommodations and have not cancelled, but will not be able to come, we will charge you the entire amount of the rental for the period for which we have not succeeded in finding a new occupant. When cancelling a booking, check that you have received a cancellation confirmation, regardless of whether or not you’ve paid. You can find additional information under the general terms and conditions.