Terms & Conditions

Cancellation policies - Accommodation

December 1st - April 13th

With purchased travel insurance

• You can cancel for free within 72 hours of booking by e-mailing reservations@icehotel.com .
• In the event of an emergency illness, with a valid medical certificate and purchased cancellation insurance at ICEHOTEL, you can cancel unil 12.00, 2 days (48h) prior to arrival. Free cancellation then applies to rooms, food and beverages, and activities.
• In the event of cancellation with cancellation insurance, free cancellation of rooms until 12.00, 2 days (48h) prior to arrival. For activities, food and beverages, and transfer, free cancellation applies up to 14 days prior to arrival.
• In the event of cancellation closer than 12.00, 2 days (48h) prior to arrival, with the cancellation insurance, full charge also applies for accommocation.
• The cancellation must be communicated to ICEHOTEL in writing. For non-written cancellation or no snows, full charge applies. Contact us at reservations@icehotel.com to cancel.

Without purchased cancellation insurance

• You can cancel for free within 72 hours of booking by e-mailing reservations@icehotel.com . Please note that if you cancel within 2 days (48 hours) prior to arrival, full charge applies.
• In case of cancellation after 72 hours from the time of booking, without a valid medical certificate or without a cancellation insurance, full charge applies.
• In the event of an emergency illness and with a valid medical certificate, and without a purchased travel insurance at ICEHOTEL, full charge applies.
• The cancellation must be communicated to ICEHOTEL in writing. For non-written cancellation or no snows, full charge applies. Contact us at reservations@icehotel.com to cancel.

If travel restrictions are changed by the government

Scenario 1: Sweden issues a border closure agains the clients country of residence - Cancellation without charge, all products booked included.

Scenario 2: The clients country of residence's government issues quarantine measurements upton return from Sweden.

Scenario 3: The clients country of residence's government issues a border closure with Sweden.

If Scenario 2 och Scenario 3 should happen, you have the right to postpone the booking, free of charge (regardless if you have purchased a cancellation insurance or not), 1 year in advance, if you do this no later than 14 days before the day of arrival. Possibility of rebooking is subject to availability at the hotel. All changes must be made in writing to the hotel at reservations@icehotel.com . The re-booking only applies to accommodation, food and drinks, transfer and the following activities:

• Northern Lights Safari on Snowmobile
• Snowmobile Adventure
• Snowmobile Overnight Tour
• Ice Sculpting
• Wilderness Dinner
• Jukkasjärvi Sauna Ritual

April 14th - November 30th

• For bookings without cancellation insurance, free cancellation applies until 12.00, 3 days (72h) before arrival. Thereafter full charge applies.
• In the event of cancellation with cancellation insurance, free cancellation of the room applies until 12.00 on the day of arrival.
• For activities and food and drinks, free cancellation applies up to 7 days before arrival.
• Bookings made with special offers are not covered by these conditions, but are instead governed by the conditions communicated when booking.
• The cancellation must be communicated to ICEHOTEL in writing. For non-written cancellation or no snows, full charge applies. Contact us at reservations@icehotel.com to cancel.

Restrictions

The cost of cancellation insurance, 895 SEK, will not be refunded, regardless of cancellation date.
The cancellation terms above do not apply to reservations made with special promotions.
The special terms applicable to such bookings are communicated at the time of booking.
Please contact us for more information and advice regarding cancellation at reservations@icehotel.com .

Cancellation due to illness or unforseen events

Due to unforseen circumstances, it is possible to cancel your visit to ICEHOTEL with full refund (cancellation insurance of 895 SEK will not be refunded), if you follow the agreement. With unforseen circumstances and following the agreement, we refer to:

• You have opted for a cancellation insurance at the time of making your reservation.
• Bereavement, illness or a severe accident that affected you, your travel companion, husband or wife, common-law spouse, your or your partners parents, children or siblings.
• An unforeseen and serious event outside your control, such as extensive fire or flood in your residence which means that it is not reasonable to demand that you fulfill your contract.
• Note that you need to verify the reason that prevents you from carrying out your journey with a certificate from a doctor or insurance company. A medical certificate must contain a diagnosis, the date of your first doctors' visit and the reason why you are prevented from travelling. The certificate must be issued before your arrival date.

In order to get your refund, the cause of cancellation must be unforeseen, unexpected and of a nature that prevents you from carrying out your journey. This means that if you, for instance, do not have the neccessary travel documents for the journey, it will not be regarded as a legitimate reason for cancelling. Cancelled or delayed flights (or other modes of transportat to ICEHOTEL) is not regarded as legitimate reasons for cancelling. In that case we refer to the transportation companies own rules.

Payment

Please note that it is not possible to make preliminary bookings via the website (www.icehotel.com). To confirm the booking, enter your card details and 100% of the booking value will be charged to your bank or credit card after approving your booking. It is possible to cancel within 72 hours without fees.

We accept Visa, Mastercard, and American Express.

Please note that you can not use gift cards when booking online. If you have a gift card, please contact out booking department at reservations@icehotel.com .

Insurance

A cancellation insurance of 895 SEK/booking can only be added when you first make a reservation, and applies to all participants in the booking. If you use the cancellation insurance, all the participants in the reservation will be cancelled. No partial refund can be given. The cancellation insurance gives you the right to cancel your reservation with a valid certificate issued before your arrival date, up to 14 days prior to arrival. The cost of the cancellation insurance (895 SEK) will not be refunded, regardless of cancellation date.

The cancellation insurance does not include transport connections to and from ICEHOTEL. For cancelling your transport, please check the rules of your airline (or other chosen mode of transport).

Force Majeure

Force majeure means unusual, unpredictable and unavoidable events that are outside of the organizers' control, and that prevents the contract to be fulfilled. This means circumstances that the organizers could not, with reasonable means, have foreseen and therefor could not have avoided or overcome. Included but not restricted to: War, threat of war, riot, civilian insubordination or strike, authority measure, act of terrorism, nature- or industrial catastrophe, fire, severe weather conditions, flood, closed airports, technical issues, maintenance issues or unforeseen changes made by airlines, such as time table changes and interruptions in IT infrastructure (including but not restricted to our website). During these conditions, the organizer (ICEHOTEL) is free from liability or other consequences.

Additional information

During the construction of ICEHOTEL Winter we only use natural materials, and since we build the hotel under the open sky, our time plan and building process depends on Mother Nature. We therefor ask you to make allowances for any deviations from the plan. If ICEHOTEL is unable to offer cold accommodation due to weather conditions, you will be offered warm accommodation instead, or a refund of your reservation at ICEHOTEL.

ICEHOTEL excursions

All outdoor activities in Lapland are weather dependent. If we are forced to cancel an activity due to extreme weather conditions, an alternative activity suitable for the current conditions will be provided. The snow depth at the beginning and end of the winter is what decides when the tours start and finish for the season.

To drive a snowmobile on our excursions, you must be 18 years or older, and hold a valid car drivers licence. Damage excess is charged to the driver of up to 8000 SEK per vehicle.

Observe the consumption of alcohol before or during a snowmobile tour is not permitted. A breathalyzer text can be carried out before the activity starts. Please note that all tours require at least two adult participants to go on as planned.

Read more about activities at ICEHOTEL

Your obligations

as a guest or visitor

• Remember that the adress and contact details you provide us with when making a booking are our only way of contacting you.
• Please read your confirmation carefully and check that all dates, times and products/services are booked according to your requirements. If not, please contact us immediately to correct any misunderstanding.
• Follow any rules and instructionss that apply to the use of accommodation, transfer, activities, etc. For instance, it is not allowed to bring your own alcohol to the sauna.
• You are liable for all damage that is the result of your or your company's careless behaviour to ICEHOTEL property and its furnishings.
• If complaints regarding troublesome behaviour are directed at you or your company, ICEHOTEL has the right to evict you and your company from our accommodation, should the behaviour not be corrected after being notified.
• If you have any complaints, please contact our front desk for assistance so that any misunderstandings may be resolved during your stay.
• When making your reservation, please let us know is you are disabled in a way that requires transfer aid (for example a wheelchair), have any food allergies, or other disabilities that might be useful for us to know about. Please be specific about what kind of special needs you might require, before your arrival.
• You may never publish or distribute photographs of ICEHOTEL for commercial purposes without written consent from ICEHOTEL, and the artist/artists. For non-commercial use, such as your portfolio, blog, private website, etc. we request that you credit the artist/artists when publishing photographs of their work.
• Commercial activities as part of a stay must be arranged with the hotel prior to arrival.

Complaints / Disputes

Any errors that occur during your stay must be directly reported to the reception at ICEHOTEL. If you have not reported any complaints or errors during your stay, and by that neglected to give ICEHOTEL the opportunity to correct any mistakes, you can not demand any compensation afterwards. If you are not satisfied with your compensation, you have to notify ICEHOTEL in writing within 14 days after arriving at home. If we can not come to an agreement, you may turn to appropriate authority in your country for assistance.

Privacy

The personal data you submit on the ICEHOTEL website will be treated with the utmost care and respect. We handle personal data submitted to us in accordance with what is laid down in the Swedish acts of personal data (personuppgiftslagen SFS 1998:204) and electronic communication (lagen om elektronisk kommunikation SFS 2003:389). Personal data includes your name, adress, phone number and e-mail adress.

Subject to change

ICEHOTEL reserves the right to change products, times, prices, payment, booking or discount conditions at will. Products and prices for the coming seasons are always preliminary and subject to change.

Please note the additional terms and conditions that apply to group and conference reservations. For more information, please contact ICEHOTELs Group and Conference department.

ICEHOTEL AB, 981 91 Jukkasjärvi, Sweden.

Registration number: 556234-742

Website privacy

Reservations: In order to guarantee your reservation, you will need to provide us with specific personal details relating to that reservation. Your details will be used only for the purpose of handling that reservation and will be provided to the hotel in which you are staying for that specific purpose.

When making a reservation you will be transferred to a secure (SSL) server in order to provide credit or debit card information. When you are transferred to this secure server you will see a padlock icon in the bottom corner of your browser, and the URL of the page you are viewing will begin with "https". Any information you provide while you are within this secure environment is encrypted and cannot be read by a third party.

When you make a reservation we will use your e-mail adress for the purpose of fulfilling that reservation. This will include sending you an e-mail to confirm your reservation. Additional information, or should we need to contact you regarding specific requirements or cancellation, it will also be done via e-mail.

Third party websites and viruses

ICEHOTEL cannot be held responsible for the accuracy, content or availability of information about the hotel or our organisation that may be found on third party websites. Neither are we responsible for the content or privacy policies of any third party websites that have links to or from the ICEHOTEL website.

Attempts to interfere with the operation of our website, by whatever means, or any attempts to place an unreasonable or disproportionate load on our website or server infrastructure is prohibited.

In the event of our website failing to operate, either in whole or in part, due to infections by computer viruses, tampering, unautorized intervention, fraud, technical failures or any other causes beyond reasonable control, we reserve the right in our sole and absolute discretion to prohibit usage of our site and to cancel, terminate, modify or suspend the site.