Terms & Conditions - Terms & Conditions

About Explore Luleå

The company is based in Luleå. If you wish to get in touch with us, send an email to info@explorelulea.com with your case and your contact details and we will hear from you shortly. The company's legal information is: Explore Luleå AB, organization number: 559054-3319.

Ordering

When you have completed your order, an order confirmation will be sent to your email address. In the confirmation you will find all the information about the product you ordered.

If there is an error in the order confirmation, you must immediately contact us by email to info@explorelulea.com.

Prices

All prices in the store are stated in SEK and all prices include 25% VAT, unless otherwise stated.

We reserve the right to price changes caused by price changes from supplier(s), misprints in the price list and inaccuracies in prices due to incorrect information and reserve the right to adjust the price.

Right of withdrawal/cancellation

When purchasing goods on the website, you as a customer have a statutory 14-day right of withdrawal that applies from the time you have received an item that you have ordered. Please note that tailor-made trips are not always covered. 

When exercising your right of withdrawal:

You must announce that you regret it. The message should be sent to us info@explorelulea.com. In your message, your name, your address, e-mail address, the order number and which goods the return applies to must be clearly stated.

From the refund amount, we reserve the right to deduct an amount corresponding to the value specified in the respective activity. Please note that there are different cancellation rules depending on the activities. Therefore, carefully read the rules for the particular activity you wish to book.

The right of withdrawal does not apply if:

Trips and/or activities, which have been tailored especially for you or have a clear personal touch according to your wishes. 

When booking the high-altitude track or other activity, the rules according to "Cancellation rules" which can be found at the bottom of the website apply.

Services that have been completed and where you have expressly consented to the commencement of the service without right of withdrawal.

For more on the statutory right of withdrawal, see here.

Gift cards

Explore Luleå does not apply a right of withdrawal when purchasing gift cards. If the gift card has a deadline, the gift card is forfeited when the date has passed. The value of a gift card cannot be redeemed for cash. Any difference between the value of the gift card and the purchase will not be reimbursed. A gift card from Explore Luleå is valid for two (2) years from the date of purchase.

Claims and complaints

In case of complaints, contact us in the first instance by email via info@explorelulea.com.

How do you proceed with a complaint?

Email info@explorelulea.com stating your name, address, email address, order number and a description of the error.

We reserve the right to refuse a complaint if it turns out that the product is not faulty in accordance with current consumer protection legislation. In the case of complaints, we follow guidelines from the General Complaints Board, see arn.se.

Limitation of liability

We accept no responsibility for indirect or direct damages that may occur due to activity or travel.
This applies to both personal injuries and damage to equipment the guest has brought with them.

We accept no responsibility for delays/errors as a result of circumstances beyond the company's control (Force Majeure). These circumstances can be, for example, labor conflict, fire, war, authority decision, reduced or non-existent delivery from supplier(s).

Furthermore, no responsibility is taken for any changes to products/product characteristics that have been changed by the respective supplier and other factors beyond our control.

Product information

We reserve the right for any typographical errors on this website as well as the final sale of activities. We do not guarantee that the images reproduce the exact appearance of the activities, both environment & vehicle. We always try our best to reproduce the activities as accurately as possible.

Newsletter

When ordering an activity, your email address is "by default" entered as a subscriber to our newsletters. This is to be able to best communicate possible changes in upcoming activities, other important social information, or news about the company's product range. If you do not want to subscribe, you are given the opportunity to "Opt out" when booking. You can subsequently unsubscribe from the newsletter at any time. If you have chosen to subscribe to our newsletter, your first name, last name and email address will be shared with our newsletter provider. This is to be able to keep you updated with information and offers for marketing purposes. We use Mailchimp for sending newsletters.

privacy policy, GDPR & Cookies

We at Explore Luleå (Utforska Luleå AB, organization number: 559054-3319) want to be transparent in how we work and how we handle the information we collect about the visitors via the website. Here we tell you how and why we process personal data and cookies on our website, as well as your rights and our obligations towards you, as a visitor.

Personal data controller

Explore Luleå is the personal data controller for the processing of personal data on this website. This means that it is our responsibility to ensure that you as a visitor:

Are aware of why and how we collect your personal data.
Can make active choices to approve or refuse the processing and storage of your personal data (we do not process your personal data without your consent).

Can update their information.
Can be forgotten from the system and the information we process about you deleted.

Can have all personal data we store about you disclosed to you.
Can request that we export your personal data when, for example, changing supplier.

Have your personal data in safe custody with us. We do not disclose them to third parties without you being informed and expressly approving how and why this happens.
Personal data and cookies

Personal data includes everything that can identify you personally; name, address, social security number, e-mail, etc. In addition to personal data, there are also cookies. Cookies are small files that are sent to your computer via the browser (if you have not turned off cookies) when you visit a website. Their function is to gather information about how a visitor uses a website, often in order to offer customized content.

How do we handle cookies?

Cookies are tracked using trackers, with different purposes. In our case, it is only about offering the visitor a tailored experience of the company's range. We use the following trackers to track and analyze cookies:

Google Analytics
Facebook Pixel
Google Tag Manager
HotJar
What cookies do we use?

Here you can see how Google Analytics works and saves your cookies: Google Analytics Cookie Policy

How do you use track scripts?

In order to be able to continuously evaluate the website's performance and also improve customers' experience of the website, we use the tracking script, HotJar. HotJar collects behavioral patterns on the website via anonymous data and helps us identify flaws and errors. Read more about how HotJar processes cookies here If you want to prevent HotJar from collecting anonymous data instead, you can do so through this link

How long do we store cookies?

We store cookies only for as long as is necessary for the purpose.

How to delete cookies in your browser

How you delete cookies from your browser depends on which one you use. You will find guidance via the browser's own interface, or website. Some common browsers and how to delete cookies in them (click for external link):

Chrome
Firefox
Internet Explorer
Safari

When do we store personal data?

Cookies are stored continuously, as long as you have approved it. Otherwise, personal data is stored when:

You download a guide/Whitepaper or other file via a form on our site

You start a chat

In other ways, hand over personal data to us digitally, for example registration for training/event/seminar, via contact forms that refer to quotations or job applications, or other types of forms or fields where you manually enter personal or company information.
Make a purchase in the online shop (e.g. gift card)

Giving/withdrawing consent

We only start processing your personal data and cookies after you approve the processing, as well as the purpose behind the processing.

You prevent the further storage of cookies and the deletion of already stored cookies via your browser. The procedure varies by browser so we refer you to your browser's help section to find the right way.

If you unregister from mailings / mailings, your personal data will be removed from the list.

To be forgotten

To have your data deleted from our systems and registers, notify us at info@explorelulea.com

To have your data disclosed and/or exported

To find out what personal data we have stored about you and to possibly export it to a new supplier, you report this to us at info@explorelulea.com We will then send you all the data we have stored as soon as possible.

Third Party Information

We do not sell or exchange your personal data. However, we use external tracking systems to be able to follow up on market measures such as: search engine optimization, conversion tracking (corresponding or similar measures) and it may happen that third-party suppliers see (but do not store, process or resell) your submitted data.

Changes to the General Terms and Conditions

We reserve the right to make changes to the terms and conditions at any time. Changes to the terms will be posted online on the website. The amended terms and conditions are considered accepted in connection with orders or visits to the website.

Dispute and choice of law

In the event that a dispute cannot be resolved in agreement with the company's customer service and the customer, you as a customer can turn to the General Complaints Board, see www.arn.se. For residents in an EU country other than Sweden, complaints can be submitted online via the European Commission's platform for mediation in disputes, see http://ec.europa.eu/consumers/odr

In the event of a dispute, we follow the decision of ARN or the corresponding dispute resolution body.

Disputes regarding the interpretation or application of these general terms and conditions shall be interpreted in accordance with Swedish law.