Package Tour Terms
Lupinus travel agency is a part of Vuoti OÜ.
The responsible tour operator for the trips offered by Vuoti OÜ is Vuoti OÜ, registration number 14786903, address Kadaka pst 77A, Tallinn 10913 (hereinafter referred to as the tour operator).
Vuoti OÜ is registered as a tour operator in the trade register with registration number TRE001028.
Vuoti provides full, 100% financial protection for all its trips with a guarantee from the PZU insurance company. Customers can be assured that in the event of Vuoti OÜ’s insolvency, all paid amounts for services not received, and that are not used for non-refundable prepayments, will be refunded.
The package tours (hereinafter referred to as the tour) offered by the tour operator are subject to the Estonian tourism and debt act as well as these package tour terms (hereinafter referred to as the agreement).
tour operator – Vuoti OÜ
traveler – the purchaser of the tour organized by the tour operator
1. Travel agreement and responsibility
1.1. The travel agreement is a contract between the traveler and the tour operator that becomes binding once the first installment invoice prepared by the tour operator is paid by the due date.
1.2. The tour operator has the right to terminate the agreement if the traveler has not paid for the tour by the agreed time.
1.3. The tour operator is responsible for the tour as described in the travel description provided to the traveler, regardless of whether the fulfillment of contractual obligations is the responsibility of the tour operator itself or another service provider (e.g., transport company and accommodation provider). The travel description can be found on the tour operator’s website.
1.4. The tour operator is not responsible for services that are not included in the package (including services and products purchased by the traveler from elsewhere).
2. Payment for the tour
2.1. The tour operator has the right to charge a booking fee at the time of booking, which guarantees a place on the tour. If the traveler decides to cancel the tour, the booking fee will not be refunded.
2.2. If the tour is more than 31 days away, the traveler is required to pay an advance payment, which is half of the tour price unless otherwise agreed. The advance payment guarantees the traveler a place on the tour (in cases where no booking fee is charged).
2.3. The traveler must pay the remaining amount no later than 60 days before the start of the tour based on the invoice sent by the tour operator.
2.4. If the start of the tour is less than 60 days away, the total price of the tour must be paid.
3. Tour price and price changes
3.1. The tour operator will notify the traveler of a price increase at least 31 days before the start date of the tour. The tour price includes only the services described in the offer from the tour operator (usually visible on the website) or as agreed between the traveler and the tour operator.
3.2. The tour price does not include visa and travel insurance costs unless otherwise agreed.
3.3. Discounts announced through various advertising and sales campaigns by the tour operator apply only to new bookings and cannot be applied retroactively.
3.4. If the traveler does not use any of the services included in the package price, they are not entitled to a refund or compensation for the unused service.
3.5. The tour operator has the right to increase the package price under the following conditions:
- When taxes, fees, and service charges in the Republic of Estonia or the destination country increase, provided they affect the package price;
- When transport or accommodation prices increase due to circumstances beyond the tour operator’s control and which could not have been foreseen when planning the tour;
- Changes in exchange rates if they affect the price of the tour.
3.6. The tour operator will notify the traveler of the price increase at least 31 days before the start date of the tour.
3.7. The tour operator provides a price guarantee against unexpected additional charges. The price guarantee applies to any subsequent price changes if the total price of the tour has been paid and there are at least 31 days left before the tour.
4. Modifying or canceling the tour
4.1. The traveler has the right to cancel or modify the order without compensation to the tour operator if:
- The tour is a package tour and not a tailored tour. Tailored tours do not have cancellation or modification rights.
- The package price has increased by at least 1.5 times, and the traveler has submitted a cancellation request to the tour operator within 48 hours of receiving the price increase notice.
- The order is canceled within 24 hours of booking.
- There is a significant change in an essential travel service, provided that the traveler has immediately requested the cancellation of the tour after receiving notice of the significant change.
4.2. The traveler must submit a written request to the tour operator for cancellation and/or modification of the tour.
4.3. If the traveler cancels the tour for the reason mentioned in 4.1 (1), the package can be replaced by another package offered by the tour operator at a similar cost.
4.4. If the order is modified in other ways or has special requests, the traveler agrees to cover all costs related to the modification (including the tour operator’s service fee of 35 euros). The tour operator will inform the traveler of the extent of the costs and payment terms within 3 days of receiving the modification request.
4.5. If the traveler wishes to cancel the package tour when:
- More than 60 days remain before the tour, the traveler is required to compensate the tour operator for the costs incurred to date, at least 20% of the tour price.
- 60 days or less remain before the tour, the traveler is required to compensate the tour operator for 100% of the tour price. The tour operator has the right to demand, and the traveler is obliged to pay, compensation for the additional cost caused by the change.
4.6. If the price of traveling with family or friends is based on a certain number of travelers staying in the same room or traveling together and one of the travelers cancels the tour, the tour operator has the right to demand payment of the difference, and the traveler is obliged to pay the additional charge.
4.7. In the case of a special reservation tour (different program, hotel, additional reservations, etc.), the traveler will be compensated for additional costs related to preparing the program.
4.8. If the traveler is not granted a visa or transit visa to the destination country and/or transit countries to reach the booked tour destination, the provisions of section 4.4 (4) of these travel terms apply.
5. Traveler’s duties and responsibilities
5.1. Upon receiving travel documents, the traveler must immediately check their accuracy against the information provided in the order and report any discrepancies to the tour operator immediately.
5.2. The traveler must follow the internal rules of hotels and transport vehicles, the rules of event organizers for sports trips, and local authorities’ regulations throughout the trip.
5.3. The traveler must not disturb other travelers. A traveler who grossly violates this rule will not be allowed to travel or will be removed from the trip without the right to a refund of travel costs.
5.4. The traveler is responsible for damages caused to the tour operator, fellow travelers, or third parties due to their intentional actions, negligence, or omissions.
5.5. The traveler is responsible for taking out travel insurance. If the traveler falls ill during the trip, has an accident, or becomes a victim of a crime, the tour operator will assist in arranging quick medical care and (if necessary) early return. The traveler agrees to compensate the tour operator for any additional costs incurred within 14 calendar days of returning to Finland.
5.6. The traveler is responsible for their health throughout the trip, is aware of potential health risks related to the activity, and has ensured sufficient physical fitness. If necessary, the traveler has undergone a medical examination.
5.7. The traveler is responsible for the condition of their travel documents. The traveler is responsible for checking the validity of their passport or other documents. If the trip is canceled due to expired or otherwise invalid documents, the traveler is not entitled to a refund of travel costs.
5.8. If the traveler cannot join the trip because travel documents are lost or otherwise destroyed, the trip cost will not be refunded.
5.9. As the tour does not include travel insurance, the tour operator recommends that the traveler takes out the necessary travel insurance agreements. The traveler is responsible for voluntary insurance needed for the trip. It is advisable to cover risks to life, health, and property, as well as travel disruptions due to various reasons (including event cancellations).
6. Tour operator’s duties and responsibilities
6.1. The tour operator is responsible for ensuring that the package booked by the traveler meets the requirements, except for circumstances beyond the tour operator’s control, including varying weather conditions over the years, temporary or permanent political decisions and/or situations affecting the destination, independent hotel decisions during the trip, etc.
6.2. The tour operator is not responsible for damages caused by force majeure (force majeure) (VVL section 103, subsection 2 and section 879), including but not limited to natural disasters, wars, strikes, etc. The provisions of force majeure also apply if the trip is canceled due to reasons beyond the tour operator’s control. This also includes the cancellation of the event if the event is the purpose of the trip. In this case, the tour operator recommends taking out additional travel insurance.
6.3. The tour operator must immediately notify the traveler of important changes or cancellations of travel services and their reasons.
6.4. The tour operator is not responsible for damage caused by:
- The traveler’s own actions and/or omissions or negligence;
- Unexpected technical faults in the hotel, transport vehicle, etc., mentioned in the travel description during the trip;
- The traveler’s loss of luggage (the transport company is responsible in this case, and the traveler can take out separate luggage insurance).
6.5. The tour operator is responsible for damage to the traveler’s health and property if it is caused by the tour operator or its representative’s actions (or inactions).
6.6. The tour operator is not responsible for unexpected technical faults in the hotel, transport vehicle, etc., mentioned in the travel description, nor for damages caused by the hotel’s staff or the vehicle’s driver. At the same time, the tour operator will help solve the problem.
6.7. The tour operator is not responsible if its intermediary company (local travel agency, hotel, etc.) goes bankrupt, significantly increases prices, or is otherwise unsuitable. However, the tour operator will do everything possible to ensure that the problems caused by the above are as painless and harmless as possible for the traveler. In this case, the tour operator has the right to replace the hotel mentioned in the travel description with another hotel of a similar level if necessary.
6.8. The tour operator’s liability for damages not defined in the debt law section 878, subsection 2 (i.e., damages caused to the traveler by the tour operator’s actions, except for the traveler’s death, personal injury, or damage to the traveler’s health) is limited to three times the travel fee.
6.9. The tour operator is not responsible if the traveler is declared persona non grata in the destination country. If the traveler is unable to enter the country because they are not allowed to cross the border, the traveler must pay all costs for their return. Travel expenses will not be refunded.
7. Tour operator’s right to make changes to the tour
7.1. If the tour operator cannot perform the tour as described in the travel description for reasons beyond its control, it has the right to change the hotel or transport, adjust the schedule, or make other changes to the tour, provided that the quality and nature of the tour do not change significantly. Changes must be notified to travelers immediately.
7.2. If significantly fewer travelers than necessary have booked the tour to carry it out as described in the travel description, the tour operator has the right to change the transport, schedule, and route, provided that the nature of the tour does not change significantly.
8. Tour operator’s right to cancel the tour
8.1. The tour operator has the right to cancel the tour if:
- The required number of travelers has not been reached for the tour, in which case the tour operator is obliged to immediately inform travelers of the cancellation;
- The carrier transporting travelers to and from the destination unexpectedly cancels the flights, and they cannot be replaced by other flights;
- The performance of the tour is significantly hindered by circumstances beyond the tour operator’s control, or the safety of travelers is at risk (war, unrest, natural disasters, etc.).
8.2. If the tour is canceled due to the conditions mentioned in 8.1, the tour operator will offer a replacement tour of at least the same cost level. If the replacement tour is cheaper than the original tour, the tour operator will refund the price difference. If the traveler does not want a replacement tour, the tour operator will refund all the money.
8.3. If the tour operator has to cancel the tour for reasons beyond its control, the traveler can claim the remaining amount only after the tour operator’s direct costs, including hotel, boat ticket, flight ticket, and visa processing fees, have been compensated. The traveler is not entitled to claim additional compensation.
9. Deficiencies in travel arrangements and reporting them
9.1. The following conditions are not considered deficiencies in travel arrangements:
- Changes that are insignificant for the entire trip considering the destination and nature of the trip;
- Change in flight or travel schedule (earlier/later departure or earlier/later arrival at the destination, technical obstacles on the way) if the change is due to circumstances beyond the tour operator’s control and does not exceed 8 hours, or due to airspace congestion, air traffic control weather conditions (lack of flight air, technical fault of the aircraft), poor road conditions, or other similar reasons, the permitted duration of the change is doubled, i.e., up to 16 hours;
- Immediate change of hotel before departure or during the trip if the reason is overbooking of hotels. The tour operator undertakes to do everything possible to replace the canceled hotel with at least an equivalent hotel;
- Unexpected route change if the carrier has overbooked, in which case the carrier must provide an alternative flight option and compensate for the inconvenience caused according to its internal rules;
- Denial of boarding to the traveler due to their own fault (e.g., the traveler has lost the ticket, does not have a valid travel document, or is heavily intoxicated).
9.2. The traveler is obliged to immediately inform the tour operator’s representatives at the destination of any deficiencies or complaints related to travel arrangements; otherwise, compensation for damages based on these claims cannot be claimed later.
9.3. If the claim is satisfied and the damage compensated at the destination, the traveler is not entitled to claim another compensation in the Republic of Estonia, whereas only direct damage is subject to compensation.
9.4. If no solution is found to the complaint at the destination, the complaint must be submitted to the tour operator as soon as possible, but no later than 14 days after the end of the trip. The claim must be made in writing. If the traveler wishes to receive compensation for lost and/or unsatisfactory service, the complaint must be accompanied by original receipts or other evidence of reasonable additional costs. The tour operator’s representative can also prepare a written notice of the missing service.
10. Privacy policy and personal data processing
The tour operator collects and processes travelers’ data for travel purposes in accordance with Estonian and EU legislation.
11. Dispute resolution
Disagreements arising from the interpretation of the travel terms are primarily resolved through negotiations between the tour operator and the traveler. If no agreement is reached, the traveler has the right to submit a complaint to the consumer protection board or file a claim to protect their rights in court as required by Estonian law.
Privacy Policy
Vuoti OÜ respects your privacy. This document provides an overview of how we collect, use, store, and share your personal data.
This privacy policy applies to information we have collected or received from you when visiting the lupinus.fi website or otherwise in connection with the services provided on the website. By using the website and/or purchasing services, you accept the terms stated in this privacy policy.
Who processes your personal data?
The legal entity acting as the site operator, service provider, and responsible processor of your personal data is Vuoti OÜ, registered in the Republic of Estonia, registration number 14786903, registered address Kadaka pst 77A, Tallinn. Phone number +372 5896 1135 and email address asiakaspalvelu@lupinus.fi.
Why do we process your personal data and how do we use it?
Collecting certain information, such as your name and email address, is necessary to use the services, respond to your requests, and communicate with you.
We strive to continuously improve our website and services based on feedback from our customers and users. The personal data we receive from your emails, customer surveys, feedback forms, or other sources is used to improve the website and services, personalize your visit, and enhance customer service.
We may send you emails related to the provision of services you have ordered or required. Additionally, we may send you emails with practical information and special offers, as well as information about new services. We may also send you offers from our partners if we believe they may interest you. If you do not wish to receive such emails, you always have the option to opt out by following the instructions provided in any such email or withdrawing your consent by emailing us at asiakaspalvelu@lupinus.fi.
What personal data do we process?
We may collect only the information you have voluntarily provided to us when registering for the service, via email, or otherwise. We obtain most of your information when you order a service. When doing so, we collect and store all the information you have entered and/or otherwise provided to us while visiting the website. We may receive the following information from you:
- your name, email address, and contact phone number;
- your place of residence;
- basic information about your travel interests and needs;
- information about any reviews, feedback, customer survey responses, and emails you have sent to us.
When and why do we share or disclose your personal data to third parties?
We respect our customers’ privacy and keep their information secure. However, we may share your information in the following cases:
- subcontractors as processors: in rare cases, we involve other companies or individuals to perform (or assist in performing) certain tasks on our behalf. Examples of such situations include providing IT services and/or customer service. In doing so, we may share your information with other business partners to provide you with our products and/or services. Third parties are granted limited access to your information only to the extent necessary to deliver these products and never for any other purpose. Additionally, we always require third parties to adhere to or comply with similar privacy policies.
- legal requirement: we may disclose your information if required by a court order or any other law or regulation.
- your consent: in other cases, you will be notified if your personal data needs to be disclosed or transferred to third parties. In this case, you have the opportunity to give your consent or refuse to share your information or part of it.
How do we protect your personal data?
We take precautions to protect your data and carefully comply with all obligations under applicable data protection regulations. To prevent unauthorized use, disclosure, or deletion of your personal data, we have implemented technical and organizational safeguards to protect your personal data.
If the security or integrity of the data under our control is compromised due to a security breach, we will take steps to investigate and resolve the situation following applicable laws and regulations. If necessary, we will notify individuals whose data may have been compromised.
How long do we retain your personal data?
We retain your personal data for 10 years from the last use of the service. We keep your email address for direct marketing purposes until you inform us that you no longer wish to receive direct marketing emails or until you request the deletion of your personal data.
What rights and choices do you have regarding your data?
You can always refuse to provide us with your data, but since personal data is necessary for our services, we cannot provide services to you in advance. However, giving your consent to process your contact details for direct marketing purposes does not affect the provision of services.
You can stop receiving emails by following the instructions in the email to unsubscribe. We will do our best to process all unsubscribe requests as quickly as possible.
How can you request access, correction, deletion, transfer, or restriction of processing of your personal data?
If you want to check the accuracy of your personal data and request its correction, deletion, transfer, or restriction of processing or a copy, please contact us at asiakaspalvelu@lupinus.fi.
You can also request information about the personal data collected and processed about you, the purpose of the processing, and the third parties to whom your personal data has been transferred or is intended to be transferred.
How can you contact Vuoti OÜ and the data protection authority regarding data protection issues?
If you suspect a violation of data protection rules in connection with the website and services, please contact us at asiakaspalvelu@lupinus.fi. If you are dissatisfied with how your complaint is resolved, you have the right to file a complaint with the national data protection authority or contact the Estonian Data Protection Inspectorate at 19, 10129 Tallinn, email address info@aki.ee, and phone +372 5620 2341.
How has the privacy policy changed?
We may update our privacy policy from time to time by publishing a new version on the website. To stay informed about updated versions and ensure that the changes are suitable for you, you should regularly check the website for updates. Continuing to use the website or services after changes to this privacy policy means that you accept the changes.
The current version of the privacy policy is effective from 20.06.2022.