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Revision 2023.02.21
To see the aurora borealis there are many conditions that need to be met, these mostly revolve around location, weather and space weather activity. Whilst we can assist with location and have an approximate idea of when the activity is due to take place, we cannot be held responsible for no activity or inclement weather. Weather in and around the auroral oval can be unpredictable and whilst we chase for clear skies, sometimes there are simply none on a given night. It is therefore important to have realistic expectations of what your tour guide can achieve.
There is always plenty to see and do if conditions do not favour any part of our original plan. Our trips are based on the maximum amount of flexibility regarding destinations. Throughout our trips you will have the opportunity to make scenic photo stops, see local landscapes and points of interest, and learn about the northern lights and various camera techniques.
Before travelling on your trip it is always worth checking your country’s government guidelines for travel. For example, the UK Government web page: www.gov.uk/knowbeforeyougo
You can book our package tours through our website. You can also phone us if you prefer. Payments can be made using credit or debit cards securely via our online payment system.
NorthernLightsCo Ltd is a registered member of Protected Trust Services (badge number: 5910).
You can view our proof of membership on our Protected Trust Services Membership Details page.
When we take payment for package tours the funds are held in a secure trust account and remain there until your trip has been completed. This is a legal requirement of any tour operator selling ‘packages’ under the UK 2018 Package Travel and Linked Travel Arrangements Regulations Act.
For further information about payment protection please refer to the Payment Protection section of this document, contact us or visit the Consumer Protection page on the Protected Trust Services website.
If you need to change your booking in any way, then we shall attempt to do so on request. This request must be made by the person or travel agent who originally booked the product a minimum of 90 days before the start date of the booked product.
If you need to cancel your booking then this may be done at any time in writing (this includes email) by the person or travel agent who originally booked the product.
The refund amount is dependable upon the notice period you give us and is detailed below.
| Time until start of trip | Refund amount (excluding 15% non-refundable deposit) |
| 90 days or more | Full refund |
| Between 45-90 days | 50% refund |
| Less than 45 days | 0% refund |
Refunds will be made within 72 hours of the request being approved.
If The Northern Lights Company has to cancel a trip due to any unforeseen event then you will receive a 100% refund, including your deposit. Because we do not sell flights as part of our packages, we highly recommend you purchase travel insurance to protect you in case of travel delays and cancellations, missed flights, illness etc.
If you need to cancel your trip due to travel restrictions put in place by the government of your destination country, your home country’s government or a country that you must travel through to embark on your booked product then we will offer you a one-time option to change the date of your trip to another trip at a later date.
All funds you have already paid will be reassigned to your revised trip date. If the revised trip booking is a higher price then you will be required to top-up your payment.
In this case we will have to postpone excursions and accommodation with our partners, so we would appreciate as much notice as possible in order for us to rearrange.
If you need to cancel your trip for a second time then our standard amendment and cancellation terms detailed in the previous section will apply.
Transport costs, fuel costs, taxes and charges from our partners and service providers can occasionally change after you have placed your booking.
We reserve our right to amend the cost of our products at any time until full payment is made.
We will never make changes to your final cost less than 30 days before the start of the booked product.
Due to our products often being booked many months in advance there can sometimes be changes to itineraries and, in the worst case, cancellation of parts of the product.
Changes to itinerary normally involve days being swapped around and start/finish times changing slightly. This can be caused by anything from changes in flight arrival/departure times to severe weather, meaning it is not safe to carry out a specific activity. It is uncommon for any of the tours to be cancelled but we will always place our guests’ safety as our top priority. If it is not safe to do an activity, then we won’t.
If there are any major changes such as a change of accommodation (and provided it isn’t caused by the outcome of a force majeure) then you will be given the option of either accepting the changes or cancel and receive a refund.
We will never cancel your product less than 45 days before your departure, except in the case of force majeure or your failure to pay the remaining balance.
Force majeure includes threat of war, war, riot, civil unrest, industrial disputes, terrorism, natural or manmade disasters, disease, epidemic, pandemic, fire, extreme weather conditions, any other unforeseeable act or the withdrawal of a partners’ services.
We want your trip to be a magical and memorable one with the best experience and service we can offer. If you have any problems at any point during your stay then please tell your guide as soon as possible. Most likely, we will be able to solve any problems you have very quickly, but communication is essential to ensure this.
If we are unable to resolve your problem satisfactorily, then please email us at office@thenorthernlightscompany.com giving all details. If you can keep a written account of the problems, then this will help in our investigation. We will respond to complaints within 48 hours.
You are required to have your own travel insurance and it is advised that you check that your policy covers all activities you have booked. We are fully insured with Public Liability cover.
We will not be liable where the product has not met it’s requirements due to actions by you or a third party, where the fault was unavoidable or unforeseeable and beyond our control.
You are required to seek assistance and compensation directly from your airline should any delays to your flights affect the product.
Only The Northern Lights Company has authority to make any guarantees regarding any part of the product. We will always endeavour to offer you reasonable assistance should any issues arise.
By law, under the UK 2018 Package Travel and Linked Travel Arrangements Regulations Act, we are required to provide security for the payment you have made for our product packages.
We provide this via our partners Protected Trust Services (PTS).
When you pay for a package product, PTS will hold the payment in an independently controlled trust account. This money will be held in the trust account until commencement and completion of your tour.
Under the Data Protection Act 2018 we are required to provide information about how your personal is stored and processed.
The most important thing is… We never share your personal information with third parties.
The personal data we collect from you will be used for the following purposes:
We do not collect or store your bank or card payment details. Your personal data is collected via:
Your personal data is stored in two secure databases by The Northern Lights Company. Both these databases comply with data privacy and protection requirements.
When making a booking we only store your name and address information. No payment/card details are processed or stored on our systems, card processing is handled by Protected Payment Services Ltd. Their PPS gateway is a PCI DSS (Payment Card Industry Data Security Standards) level 1 compliant gateway.
Your payment information is protected by the most secure methods possible allowing us to process transactions without having to worry about data breaches. You can review the PPS data protection policies on their website here.
By completing and submitting a form on our website you are consenting to this privacy notice and giving us permission to process your personal data specifically for the purpose identified. Consent is required for The Northern Lights Company to process all personal data. Where we are asking for sensitive personal data we will always tell you why and how the information will be used.
You may withdraw consent at any time by unsubscribing via a link in any of our emails or by contacting us directly on the contact us page or calling our phone number.
We may alter these Conditions at any time. If we do so, all subsequent use of our website will be governed by the newer version.
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©NorthernLightsCo Ltd registered in United Kingdom no. 14209535
