Booking and Cancellation Terms
These booking and cancellation terms apply to activity and programme reservations made through the Living with Reindeer online store, unless otherwise stated in the description of a specific service.
1. Booking and Confirmation
Bookings are made through the Living with Reindeer online store. A booking becomes binding once the customer has completed the payment and received a booking confirmation by email.
The booking confirmation contains the essential details of the reservation, including the service, date and time, number of participants, price and meeting point.
The customer is responsible for providing correct contact details when making the booking.
2. Payment
The booking must be paid for using one of the payment methods available in the online store, unless otherwise agreed.
If payment is not made within the agreed time, Living with Reindeer reserves the right to cancel the booking.
3. Changes and Rescheduling
A booking may, at the customer's request, be rescheduled to another date, provided that the requested date is available and the service can be operated on that date.
Requests for changes should be made as early as possible before the original booking date.
Rescheduling a booking is an alternative to cancelling the booking.
Once a booking has been rescheduled at the customer's request, the rescheduled booking can no longer be cancelled and the amount paid for the booking is non-refundable.
A rescheduled booking cannot be rescheduled again unless expressly agreed otherwise by Living with Reindeer.
If the price of the new date differs from the original booking price, the applicable price difference will be charged or refunded before the new booking is confirmed.
Living with Reindeer reserves the right to charge a reasonable administration fee for changes to a booking, provided that such a fee has been communicated to the customer before the change is confirmed.
4. Cancellation by the Customer
Cancellations must be made in writing by email to [email address] or through the cancellation function available in the online store, if applicable.
A cancellation is considered effective once Living with Reindeer has received the cancellation notice.
The following cancellation fees apply:
More than 21 days before the start of the service:* cancellation is free of charge and the amount paid will be refunded in full.
21–8 days before the start of the service:* 50% of the total booking price will be charged.
7 days or less before the start of the service:* 100% of the total booking price will be charged.
No-show:* 100% of the total booking price will be charged.
The cancellation terms also apply to cancellations made for personal reasons, such as illness or changes in travel plans. We strongly recommend that customers have travel insurance that includes cancellation cover.
Nothing in these terms limits any rights that the customer may have under mandatory applicable legislation.
5. Late Arrival and No-Show
Customers must arrive at the meeting point stated in the booking information in good time before the activity starts.
Late arrival may result in the customer being unable to participate if the activity cannot be delayed or extended due to the schedule, other participants or animal welfare considerations.
If the customer is unable to participate due to late arrival, no refund will be provided.
If a customer fails to arrive and has not cancelled the booking in accordance with these terms, the booking will be treated as a no-show and the full booking price will be charged.
6. Changes or Cancellation by Living with Reindeer
Living with Reindeer reserves the right to modify the content, schedule or arrangements of an activity when necessary due to safety, weather conditions, animal welfare or other justified circumstances.
Animal welfare always comes first. The behaviour, health and welfare of the reindeer may require the programme to be modified or cancelled, including at short notice.
If the activity can be carried out safely and appropriately by modifying its content or arrangements, the customer will generally not be entitled to a price reduction or refund, provided that the change does not substantially alter the nature of the service.
If the activity must be cancelled completely and no equivalent alternative service or replacement date can be offered, the customer will receive a full refund of the amount paid for the cancelled service.
7. Weather and Natural Conditions
For our programs, the temperature limit is -30°C.
Weather and natural conditions in Lapland can change rapidly. Normal variations in weather conditions are part of the nature of outdoor activities and do not, in themselves, entitle the customer to a free cancellation.
Living with Reindeer always assesses whether an activity can be carried out safely.
If weather, snow or other natural conditions prevent the activity from being operated safely, Living with Reindeer reserves the right to modify, reschedule or cancel the activity.
If the activity is cancelled completely and no alternative arrangement can be provided, the customer will receive a full refund of the amount paid for the service.
8. Animal Welfare and Safety
Animal welfare, customer safety and responsible operations are fundamental principles of Living with Reindeer.
Reindeer are living animals and their behaviour cannot be fully predicted. Customers must always follow the instructions given by the guide or staff and behave calmly and respectfully around the animals.
Living with Reindeer reserves the right to terminate a customer's participation if the customer's behaviour endangers the customer, other participants, staff or the animals.
If participation is terminated due to the customer's own behaviour, the service fee will not be refunded.
9. Alcohol and Drugs
Participation in an activity while under the influence of alcohol or drugs is not permitted.
Living with Reindeer reserves the right to refuse or terminate participation if a customer is intoxicated and their participation may compromise safety.
In such cases, the service fee will not be refunded.
10. Special Requirements
Customers must inform Living with Reindeer at the time of booking of any special requirements that may affect the safe or appropriate delivery of the service.
Such requirements may include, for example, reduced mobility, allergies or other circumstances that may affect participation.
Living with Reindeer will make reasonable efforts to accommodate notified special requirements. If a service cannot be safely or appropriately provided due to the customer's special requirements, the customer will be informed as soon as possible.
11. Customer Responsibility
Customers are responsible for following all safety and activity instructions and for their own conduct during the service.
Customers are also responsible for any equipment or gear provided to them by Living with Reindeer. Customers may be liable for damage caused intentionally or through negligence, in accordance with applicable law.
Living with Reindeer is not responsible for loss of or damage to customers' personal belongings unless the damage is attributable to a cause for which Living with Reindeer is legally responsible.
12. Insurance
We strongly recommend that all customers have adequate personal travel insurance, including cancellation cover and, where appropriate, accident cover.
Travel insurance can be particularly important if a customer needs to cancel a booking for personal reasons.
13. Complaints
Any problems or deficiencies concerning the service should be reported to the Living with Reindeer guide or staff as soon as possible during the activity, so that we have an opportunity to address the matter immediately.
If the matter cannot be resolved during the activity, a written complaint should be submitted within a reasonable time after the service has ended.
14. Applicable Law
These terms and conditions are governed by Finnish law.
These terms shall not apply to the extent that any provision conflicts with mandatory legislation applicable for the benefit of the consumer.
15. Acceptance of the Terms
By making a booking, the customer confirms that they have read and accepted these booking and cancellation terms.
Any service-specific terms will be stated in the description of the relevant service. If service-specific terms differ from these general terms, the service-specific terms shall apply to that booking.
Booking terms and conditions created 9.10.2026