Your Tromsø Guide

Logo of Your Tromsø Guide, showing the sea, Arctic Cathedral, and a red shape symbolizing the Northern Lights
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Terms and conditions

1. Cancellation and reschedule policy

  • To cancel your booking, or for any question please contact info [at] yourtromsoguide.no (do not copy-paste this email).
  • All cancellations must be sent by e-mail.
  • Please note that we offer no reimbursement, no refunds for illness or other medical conditions that may result in you or your party not being able to participate in an activity.
  • If you need to cancel your tour due to illness or other medical conditions outside the time-frame of our official cancellation policy we ask you to contact your personal travel insurance provider.
  • Make sure your travel insurance covers missed/cancelled/delayed flights or boats, sickness and other unforeseen circumstances that may lead to missing the tour. We strongly recommend having a travel insurance that will cover your expenses in these cases.

FULL REFUND or possibility for rescheduling are available if you cancel or change your reservation:

  • 48 hours before departure time for individual bookings (including those made through tour operators or DMCs for participation in public tours).
  • 7 days before departure time for private tours (including groups booked by tour operators or DMCs as a dedicated experience).

2. Age limits

  • For safety reasons age limit is 14+ on our public northern lights tours.
  • We typically accept children under the age of 14 on our northern lights private tours. However, the presence of children must be communicated at the time of booking. We reserve the right to cancel the tour if the conditions of the minor are deemed unsuitable for maintaining safety standards.
  • For the public fjord tour to Sommarøy, a minimum age of 6 years is required, due to the nature of the tour and to ensure the comfort of all participants. Private fjord tours to Sommarøy have no minimum age.
  • If you booked a private tour, and one or more children (under 135cm of height) are part of the tour, it’s your responsibility to inform us at least one week before the time of departure, or when booking if the reservation is done less than a week before the departure of the tour, about the number and height of those children, in order for us to provide legally suitable child seats. Should the company not be timely informed, they can be denied the boarding.

3. Third parties

  • We can team up with one of our partners that run a similar tour, in order to guarantee our departures. If that happens, we will inform you of a possible new pickup place.
  • Keep in mind that third parties have their own terms and we cannot be held responsible for anything in connection to these services. You may contact the partner company directly in case of any conflict may arise.
  • If one of our activities or products is supplied by a third party, any settlement of the complaint will be processed only in communication with the supplier.

4. Tour cancellations and/or modifications

  • Your Tromsø Guide reserves the right to cancel the activity at any point for safety reasons due to natural causes such as presence of excessive snow, wind, or extreme bad weather, and more generally when driving conditions are unsafe. In this event you will be offered a 100% refund.
  • If we decide to cancel and the Northern Lights are visible that night, remember that we cancel to guarantee your safety and therefore we cannot accept any complain with regards to that.
  • You will not be entitled to make any further claim for compensation or damages, for any loss, consequential damage, expenses, loss of time or inconvenience which may result from such cancellation.
  • This is an excursion to remote parts of the country and we reserve the right to change the itinerary due to weather conditions, wind conditions, political conditions and other factors beyond our control without consulting the passengers.
  • We closely monitor weather conditions and accessibility to ensure the safety and enjoyment of our excursions. If it becomes necessary to change the route or destination, we will promptly inform the customer and offer either a 100% discount or the option to reschedule the tour to another day.
  • Prior to the tour, Your Tromsø Guide may change the scheduled point and/or time of departure, sending an e-mail or calling on the phone using the provided number with the updated information. Should the new timing not fit your schedule, you will be offered a 100% refund.
  • Your Tromsø Guide may also for any reason omit or change any scheduled stop on the tour or change the scheduled place and time of conclusion for the tour, after the tour has departed, without prior notice to you. You will have no right to any refund and Your Tromsø Guide will have no obligation to you or be liable for any loss, consequential damages, expenses, loss of time or enjoyment or inconvenience in respect of such changes.

5. About northern lights tours

The Aurora Borealis is a natural phenomenon that relies on several natural factors to occur and be seen from Earth. As such, we can never guarantee that you will see them.

  • In spite of using the best weather forecast tools available to us, as well as our local knowledge of the microclimates of the region, the weather can never be predicted with 100% accuracy.
  • For this reason, clouds are never considered a sufficient reason to cancel an activity, since a sudden and unexpected 10-minute opening in the sky can turn a long and difficult night into a successful night with dancing northern lights.
  • Every night we try our best to ensure you have your best chances of seeing the northern lights, but there will be no refunds or free trips if we end up not seeing the Aurora.
  • From late March onwards the chances of seeing the Northern Lights will be lower compared to the rest of the season, due to the long daylight hours. However, even in April we are successful on most nights.
  • Pictures often depict Northern Lights stronger than what we may see with our eyes.

How the tour works:

  • This is not a sightseeing tour; this is a real Northern Lights hunt, and, as such, the goal of the activity is to find the best spot to see the Northern Nights.
  • Depending on the weather conditions, this may require us to drive only 20-30 minutes out of town, or to drive for many hours; to make only one stop, or to make more stops. Always keep in mind that patience plays a pivotal role in seeing the northern lights.
  • The tour may end earlier than the expected duration of the tour in case of good sight of the northern lights. On the other hand, during difficult nights we may finish the tour later than expected, if the guide considers it worth it to push it farther away from Tromsø to give the participants an extra chance to see the northern lights.
  • Always bring with you your passport or ID card in case we need to cross the Finnish border to find the best spot for the northern lights.
  • We can never guarantee the possibility for toilet breaks during our tours, depending on how long the tour last and on the route taken. Nevertheless, should it happen that no toilet break is done, this is most likely due to good weather conditions that make it not necessary for us to drive very far away and therefore result in the tour ending after 4-5 hours.
  • We recommend our guests to bring snacks, since the tour may be long and energy-demanding. Nevertheless, remember that it is never allowed to eat inside of the vehicle, or to consume beverages that are not water.
  • Alcohol is not tolerated in our tours. Should there be evidence of a guest showing up under the effects of alcohol, we reserve the right to deny boarding.
  • Car accidents and/or other inconveniences:
    • Our tours take place in the extreme arctic weather and with difficult road conditions.
    • A punctured tired or getting stuck on the icy road or in the snow are all parts of the risks of the tour and do not represent a valid reason for claiming a partial or full refund.
    • It can take up to 2-3 hours for the rescue to arrive.
    • Your Tromsø Guide has no responsibility for purchase of taxi transportation, accommodation, extra flight or boat tickets, or any other expense needed caused by a delayed end of the tour due to natural or negligence causes like the above-mentioned ones.
    • Your Tromsø guide is not responsible for any valuable/property lost or stolen during the excursions.

6. Risks and responsibility

Temperatures in the Arctic winter can go below -20°C, and sometimes even below -30°C. It can be very snowy, very windy, very wet, and/or very slippery. You and your party partake in any of the Company’s activity entirely at your own risk and responsibility.

  • You are considered to be aware of the intrinsic risks in joining the activity and transportation, and in this consideration you understand and agree that neither the owner nor any collaborator connected with Your Tromsø Guide are in any way considered liable for the result of your or others’ participation and behaviour.
  • Your Tromsø Guide, its owner and its collaborators are not to be considered responsible for any outcomes from any activity and transportation, which may include but are not limited to, personal injury, death, property damage, or loss of property, due to any cause whatsoever, including without any limitation, negligence on the part of Your Tromsø Guide, its staff or licensor.
  • Should you suffer injury or illnesses during the activity, can Your Tromsø Guide, at your cost, arrange medical treatment and emergency evacuation service, as Your Tromsø Guide deem essential for your safety.
  • Our customers are not allowed to engage into any rescue operation. If they do, it is at their own risk.
  • By joining our tour you waive any and all claims you may now and in future have against, and release from all liability and agree not to sue.
  • We personally make sure all the areas we might happen to stop and explore, to be safe and suitable for our guests. However, every participant must be aware that we operate in wild arctic regions: this can mean cold, wet, slippery and dark. Your Tromsø Guide is therefore not responsible for any possible injury or harm to neither people or objects occurring during the excursion, whenever and wherever outside or inside the vehicle/bus.
  • Parents, or whoever acts in their stand, who guarantee for children, have to be in adequate physical shape to supervise the children and to help and assist them in any case of need.
  • Your Tromsø Guide shall not be liable for any circumstance caused by Force Majeure events such as snow storms, icy roads, avalanches, strikes, lockdowns, pandemics, collisions, delays on trains, ferries, nuclear explosions, busses, planes accidents on our tours, fire and damage on the vehicles such as frozen parts due to the arctic weather.
  • We accept no responsibility or liability of war, terrorism, diseases or any conditions beyond our control.
  • In all these cases, Your Tromsø Guide is never responsible for any extra expense that our customers will incur, including but not limited to: extra costs for transportation, accommodation, food or medical expenses, etc.
  • For the participant’s own security and the correct development of the activity, whenever mandatory rules are given, before or during the activity, you will have to immediately comply.
    • Serious misbehaviour, violation to, and non-compliance of given rules and orders may result in different grades of sanctioning finally and solely arbitrated by Your Tromsø Guide’s authorised representative, and may concern charges for damages to Your Tromsø Guide’s property, immediate expulsion from the activity without any refund, and/or in worse cases complaint to the State Police.
    • We underline that we have zero tolerance towards any behaviour that could in any way endanger another participant.

Temperatures in the Arctic winter can go below -20°C, and sometimes even below -30°C. It can be very snowy, very windy, very wet, and/or very slippery.

  • It’s mandatory to wear proper winter clothing. (Contact us for guidelines about adequate winter clothing.)
  • If necessary, winter boots/spikes/gloves/hats/socks can be provided by the company, by informing us at least 24 hours before the tour.
  • Even if thermal suits are provided, they do not guarantee a safe tour if our guests do not show up with adequate winter clothing to begin with.
  • No claims or refund requests will be considered regarding the impact of the weather or the level of the temperatures, both inside or outside, during the period of our tours.
  • It’s every participant’s responsibility to show up with proper clothing, and we reserve the right to deny the participation to the activity at the time of departure, should we consider the clothes of our guests to be seriously inappropriate for the arctic weather.

To ensure a comfortable environment for all participants, smoking is not permitted at any time during the tour, not even during breaks outside the vehicle. Even a quick cigarette outdoors can cling to jackets and gloves, and in a small space like a minivan this may cause significant discomfort to other guests.

7. Pick-up procedure

  • Public Tours:
    • The tour begins at a specific address, which will be communicated to you in the booking confirmation. Guests are responsible for arriving at this address on their own.
    • We do not provide pick-up services from accommodations for public tours.
    • However, pick-up from your accommodation for a public tour can be arranged only through a private agreement made in advance. This agreement must be requested at least 24 hours before the tour.
    • An extra fee applies for accommodation pick-ups.
  • Private Tours:
    • Pick-up from your accommodation is included for all private tours.
  • General Terms:
    • Meeting time is 10 minutes before departure. Please be on time for departure. Missed departures are not refundable.
    • If you or your party miss the tour, arrive after the announced departure time, arrive on the wrong date, arrive at the wrong departure point, or fail to join the tour for any reason not directly caused or decided by Your Tromsø Guide, we will not provide any refunds.
    • We will do our best to identify ourselves to guests waiting for the tour at the specified location. However, it is your responsibility to identify yourself to our staff or agent before the respective tour departure.
    • If you have booked a private tour and one or more children (under 135 cm in height) are part of the tour, it is your responsibility to inform us at least one week before the departure time, or at the time of booking if the reservation is made less than a week before the tour. This is necessary for us to provide legally suitable child seats. If this information is not provided in a timely manner, boarding may be denied.
    • Please check the booking confirmation details before your tour. For further questions, you can reach our support team at info [at] yourtromsoguide.no (do not copy-paste this email) at least 48 hours before the tour departure.

8. Personal information

By booking with us you are obliged to provide certain information to allow us to process your booking. No information will be requested without specific reason.

  • Your Tromsø Guide will not sell or otherwise market your data to third parties.
  • Transfers of data to government institutions and authorities is done only within the scope of mandatory national legal requirements.
  • Our employees and partners are obligated by us to maintain confidentiality and to comply with legal data protection regulations.
  • You have the right at any time to receive information free of charge about your personal data stored with us.
  • If your data is stored incorrectly by us, we will gladly correct, block or delete it.
    • Please inform us of any changes to your data immediately.
    • Please direct requests for information, questions, complaints or suggestions to info [at] yourtromsoguide.no (do not copy-paste this email)

9. Photography, video and media

All Your Tromsø Guide images are provided by e-mail via WeTransfer. We do NOT sell hard copies nor any kind of prints unless differently agreed upon private requests.

  • By taking part in our tour, you agree that all photographs, video or media, taken during our excursions might be published by Your Tromsø Guide on the company’s official Website, Instagram official page, or Facebook official page.
  • The photographer(s) and Your Tromsø Guide own the copyright of all pictures and or videos taken during the excursion and by posing for them, you are automatically allowing us to publish your pictures on our website, our Facebook page, our advertising, and possibly sell your picture to a third party.
  • In case you do not agree with Your Tromsø Guide using your pictures as mentioned above, send us an e-mail to info [at] yourtromsoguide.no (do not copy-paste this email) before the tour departure.
  • When providing our customers with the pictures from the activity, Your Tromsø Guide does not provide the ownership nor the copyrights of them, but only the license to use them.
  • Non-commercial, personal use on social media is allowed only if Your Tromsø Guide is credited, meaning if:
    • 1) The company logo is visible
    • or
    • 2) The copyright is specified in the description or comment immediately linked to the photograph, video, or media.
  • You can use Your Tromsø Guide’s images for any personal projects without time, location, or number constraints.
  • The re-distribution of our photos, or the use of our photos within products for commercial or public purposes in any type of archive format is not allowed without an extended or special license.
  • If special license has not been purchased the images will be provided with Your Tromsø Guide’s logo.
  • You are not allowed to use Your Tromsø Guide’s media, or media that you produce of Your Tromsø Guide, or any media of the operations, in any way that places Your Tromsø Guide, the photographer or other customers in a bad light.
  • You are not allowed to use Your Tromsø Guide’s media, or media that you produce of Your Tromsø Guide, or any media of the operations, in any manner that is considered libelous, slanderous, defamatory, obscene, indecent, or illegal.

Further information

Your Tromsø Guide is the recipient for any complaints or grievances regarding the purchased activities or products.

Contacts

  • Phone/WhatsApp: (+47) 939 66 258
  • Mail: info [at] yourtromsoguide.no (do not copy-paste this email)