What you need to
before we go
We have tried hard not to make a lot of rules, terms, and conditions. Nature is about feeling free, to relax, and being curious, and exploring. That said, being responsible for your safety and well-being, we need some guidelines and clarifications before we set out.
If you do have any questions after reading this, please get in touch with us before ordering. We want you to know what you are going to be part of.
You might find answers to some of your questions in the blog or FAQ
The Arctic Moments is a concept run by the company
Naturguiden Guideservce & Formidling/naturguiden.no.
Insurance & responsibility
The Arctic Moments is actively working to secure that the tour will be carried through in the safest way possible, but we cannot secure every single step the individual participant will take.
It is therefore essential that each participant is covered by an insurance policy. Parents and other supervisors who guarantee for children, have to make sure that everyone in their company is in adequate physical shape to participate in the chosen activity.
Each participant is obliged to follow the guides instructions at all times.
Changes & cancellations
We use Bokun and other OAT like (Viator and Get Your Guide) as our booking system for excursions. It is practical for us, and safe for you. As of today, the policy is that you can cancel your booking within 24 hours of departure - for example at 18:59/6:59 PM - one day before the Northern Lights excursion starts.
When opting for the enhanced refund terms, and you as a customer cannot attend your booking because of a circumstance listed within the Enhanced Refund Terms, you can apply for a 100% refund any time up to the (first) date of the tour/activity, or for up to 60 days afterward, directly through Protect Group. Contact us at firstname.lastname@example.org if anything is unclear or if you have questions.
We normally don´t cancel an activity due to weather conditions, but sometimes it is necessary. We do take your safety and well-being serious, and we figure if we feel uncomfortable we should not take you on an adventure. If we do cancel a trip due to weather, broken down vehicles, illness, etc; you will, of course, get a full refund or a chance to do the excursion on another day.
You will NOT get a refund if we don´t see the northern lights or if they are weak. It is important that you understand that this is a natural phenomenon that is difficult to predict. Even on days where the Aurora forecast is good we still might end up seeing weak or no lights at all. That said, we see reasonably good northern lights on about 9 out of 10 excursions during an average season.
We cannot be held responsible for any other expense (for example flight tickets) you have had in connection with this tour. In case of cancellation, you will be notified as early as possible. Please regularly check your email or phone prior to the tour departure and especially if weather conditions are challenging.
A trip can also be canceled if the minimum number of participants is not met. The minimum number of participants will be stated in the product descriptions - normally 2 full paying participants.
Trips can be canceled on short notice due to the above-mentioned causes. We will do our best to get you on the same or equivalent trip as soon as possible. It is important that your contact information is correct and updated so that we can reach you if necessary.
In order to take care of safety on the tours, both winter and summer, we have chosen the 1:8 model. That is, when the number of guests on each outdoor activity is more than 8, there will be at least two guides. On most of our activities we travel in small groups, we have an upper limit of 6 guests.
All of our guides have a passion for outdoor life, with a wide experience in different outdoor activities. It is mandatory that they all have up to date knowledge on first aid and navigation, that they are updated on the elements in the product- and that they are able to handle various weather conditions. The guides will always bring the necessary security equipment along.
Furthermore, it is the responsibility of the guide to see that everyone in the group is sufficiently equipped and is in condition to participate on the adventure. If the guide, for some reason, should deem someone unfit to participate (due to alcohol intoxication (or other drugs), inappropriate clothing, illness, health, etc.), the guide is responsible to deny this person participation. In such cases, there is normally no refund, but we will work with you to find a suitable solution.
We can not take responsibility for your personal equipment, for example, camera(s), jackets, mittens, sunglasses, etc. Make sure this is covered through your traveler's insurance should you lose or break something.
Also make sure you keep your equipment dry, on your body, or in the backpack. Cameras tend not to like being brought in and out of different temperature environments during the winter.
Clothing and sitting mats can blow away if you leave them on the ground, therefore it makes sense to keep them in your pockets or your backpack if not in use.
Also - we do light bonfires on some of our trips if the time and weather permit it. Sometimes sparks can burn small holes in jackets and pants. Consider this a free memory from the arctic wilderness, or bring a jacket/pants that are bought for this purpose.