Travel terms
KAUTIO OY
Travel package contracts – information provided to the passenger
The information contained in this document must be provided to the passenger before entering into a package travel contract as well as in connection with the booking confirmation.
Information on Passenger Rights
The combination of travel services offered to you qualifies as a package within the meaning of Directive (EU) 2015/2302. Therefore, you are entitled to all the rights under EU law applicable to packages. Kautio Oy and its subsidiary Kassiopeia Finland Oy, along with its subsidiaries, are fully responsible for the proper performance of the entire package. In addition, Kautio Oy has provided protection to refund the payments you have made in the event that the company becomes insolvent.
Key Rights under Directive (EU) 2015/2302:
• Passengers are provided with all essential information about the package before entering into the package travel contract.
• At least one trader is always responsible for the proper performance of all the travel services included in the contract.
• Passengers are provided with information on a point of contact through which they can contact the tour operator or travel agent.
• Passengers may transfer their rights under the package travel contract to another person, provided they notify this in good time and possibly for an additional fee.
• The price of the package may only be increased if certain costs (such as fuel costs) increase and only if expressly provided for in the contract, and in no case later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the passenger may cancel the contract. If the tour operator reserves the right to increase the price, the passenger is entitled to a price reduction if the relevant costs decrease.
• Passengers may cancel the contract without paying a cancellation fee and receive a full refund if any of the main features of the package other than the price change significantly. If the trader cancels the package before the start of the package, passengers are entitled to a refund of payments and, if necessary, compensation.
• Passengers may cancel the contract before the start of the package without paying a cancellation fee in exceptional circumstances, such as serious security issues at the destination likely to affect the package.
• In addition, passengers may cancel the contract at any time before the start of the package upon payment of an appropriate and justified cancellation fee.
• If significant parts of the package cannot be provided after the start of the package, passengers must be offered alternative arrangements at no extra cost. Passengers may cancel the contract without paying a cancellation fee if services are not provided as agreed and this significantly affects the performance of the package and the tour operator does not rectify the problem.
• Passengers are also entitled to a price reduction and/or compensation if the travel services are not performed or are performed incorrectly.
• The tour operator must provide assistance if the passenger is in difficulty.
• If the tour operator or, in some Member States, the travel agent becomes insolvent, payments made will be refunded. Kautio Oy has obtained insolvency protection by providing a pledge commitment to Handelsbanken, deposited with the Finnish Competition and Consumer Authority. Passengers may contact Handelsbanken (Handelsbanken, Laajalahdentie 23, 00330 Helsinki, tel. 010 444 2442, email: munkkiniemi@handelsbanken.fi) or the competent authority, the Finnish Competition and Consumer Authority (Finnish Competition and Consumer Authority, Siltasaarenkatu 12 A, 00530 Helsinki, Tel 029 505 3000, email: kirjaamo@kkv.fi), if services are refused due to Kautio Oy’s insolvency.
Directive (EU) 2015/2302 as incorporated into national law:
Act on Package Travel Combinations (901/2017)
Act on Providers of Package Travel Combinations (921/2017)
Act on Supervision and Insolvency Protection Fees for Providers of Package Travel Combinations (922/2017)
Information on Packages Tour Operator:
The tour operator is Kautio Oy, whose travel services are provided by Kassiopeia Finland Oy and its subsidiaries. Contact details for Kassiopeia Finland Oy: Knitter Business Park, Kutojantie 6–8, 02630 Espoo, tel. 040 456 2059, email: sales@kassiopeia.fi
Main Features of the Offered Travel Services:
Included in the package are: accommodation, meals, program services, and other possible services, all defined more precisely in the description of each package. These main features apply to all packages. The specific terms of each package are listed in the description of that particular package.
Suitability of Packages for Persons with Reduced Mobility:
Packages are not suitable for persons with reduced mobility.
Total Price of the Package and Possible Additional Costs and Payment Terms:
The price of the package is determined at the time of booking based on the prevailing price level and the services chosen by the customer, as well as the room category of the accommodation. The package is paid in full at the time of booking. The reservation can be paid by credit card or online banking credentials
Passengers must have either a passport, identity card, or driver’s license.
Passengers are not required to have valid travel insurance. However, we recommend that our customers obtain travel insurance. The tour operator is not responsible for the voluntary insurance needed by the passenger during the journey, and the passenger is responsible for their own insurance coverage and its adequacy. Therefore, the tour operator advises passengers to obtain comprehensive travel insurance covering personal and property risks, as well as cancellation protection.
Duty to Provide Assistance by the Tour Operator:
The tour operator must provide information to passengers in difficulty without undue delay about health services, local authorities, and consular services, provide passengers with the opportunity to use remote communication, assist passengers.
Characteristics of the offered travel services:
Services included in the travel package: Accommodation, meals, program services, and other possible services included in the travel package are defined more Duty of assistance of the tour operator: The tour operator must provide the passenger in difficulty with information on health services, local authorities, and consular services without undue delay, provide the passenger with the opportunity to use remote communication, assist the passenger in making alternative travel arrangements, and provide other appropriate assistance. The tour operator may charge a reasonable fee for the assistance provided if the passenger has caused the difficulties intentionally or through negligence. However, the fee may only correspond to the actual costs incurred by the tour operator for providing assistance.
There is an error in the performance of the tour operator if:
a) the trip does not correspond to the services or other arrangements agreed upon or that can be considered agreed upon, or
b) the tour operator has failed to provide the passenger with the information required by the Package Travel Act on the conditions applicable to the trip or other matters required by law, such as the content of the trip or the required travel documents, and this can be assumed to have influenced the passenger’s decision-making, or
c) the tour operator has failed in its duty of assistance.
The passenger may not invoke an error after the trip unless the passenger notifies the tour operator of the error within a reasonable time from when the passenger noticed the error or should have noticed it. An error that can be corrected during the trip must be reported to the tour operator or intermediary as soon as possible.
If immediate correction of the error is not necessary, the passenger must allow a reasonable time for the error to be corrected. When assessing a reasonable time, the duration of the trip, the destination, and other factors related to the nature of the trip must be taken into account.
However, the above does not prevent the passenger from invoking an error if the tour operator or another trader, which the tour operator has used to fulfill the contract, has acted with gross negligence or in a disrespectful and unworthy manner. If the tour operator notifies that it will not correct the error, or if the correction is not made immediately or within a reasonable period set by the passenger, the passenger has the right to do it themselves. The passenger is then entitled to compensation from the tour operator for the costs incurred in correcting the error.
The tour operator may refuse to correct the error if the correction is not possible or would incur unreasonable costs considering the magnitude of the error and the value of the travel services. Similarly, the tour operator has the right to refuse to pay the unreasonable costs incurred by the correction if the passenger has corrected the error themselves.
If the error is not corrected without delay at the expense of the tour operator or if the error is not correctable, the passenger has the right to a price reduction corresponding to the significance of the error, unless the tour operator demonstrates that the error is due to the passenger.
However, there is no right to a price reduction if the error is minor in relation to the entire contract.
Assignment of the package travel contract to another person:
The passenger has the right to transfer their rights under the package travel contract to another person who meets the possible participation conditions of the trip. The transfer must be notified to the tour operator in a permanent manner no later than seven days before the start of the trip. However, the notification can be made later if it does not cause undue inconvenience to the tour operator.
The tour operator may charge a reasonable fee for the transfer. Kautio Oy charges a service fee of EUR 50 for the transfer.
The transferor and transferee are jointly responsible for the payment of the travel price and the service fee payable to the tour operator.
Authorities to contact if you are dissatisfied with the service you have received or the rectification of an error:
You can contact the Consumer Disputes Board if you are dissatisfied with the service you have received or the rectification of an error and the matter has not been resolved even though you have contacted the seller of the package directly.
Consumer Disputes Board
Hämeentie 3 PO Box 306
00531 Helsinki
Phone: 029 566 5200
Email: kril@oikeus.fi
You can also contact the online dispute resolution forum (ODR) for consumer disputes in the EU.
Golf packages Hotel Levi Panorama, Hotel K5 Levi and Hotel Matts
The golf travel package includes accommodation in a single or double Standard or Superior room at either Hotel Levi Panorama, Hotel K5 Levi, or Hotel Matts in Espoo, as well as green fees. At Hotel Matts, the package also includes one night of parking.
The green fee entitles you to play at the Levi Golf course or the Pickala Golf course in Siuntio. The playing right applies to one round per night of accommodation per person during the opening hours of the course.
Required minimum number of passengers and consequences if the minimum number of passengers is not met by the deadline:
The tour operator does not have a required minimum number of passengers or deadlines by which a certain number of passengers must be met for the service to be provided.
The realization of the travel package does not depend on the number of passengers. Packages are sold as long as they are available.
Passenger’s right to cancel the contract before the start of the trip:
The passenger has the right to cancel the package travel contract at any time before the start of the trip. The reservation can be canceled free of charge no later than the day before arrival by 6 p.m.
If a change or cancellation occurs after the specified deadline but before the start of the trip, we reserve the right to charge the price of the first night’s accommodation as a cancellation fee.
Cancellations after the deadline must be made in writing to the accommodation’s email address.
However, the tour operator is not entitled to a cancellation fee if the passenger cancels the package travel contract due to unavoidable and exceptional circumstances prevailing at the travel destination or in its immediate vicinity, which significantly affect the transport of passengers to the travel destination or otherwise the implementation of the trip as agreed, or if the passenger has other significant reasons to believe that there will be a significant error in the performance of the tour operator.
If the passenger does not cancel the trip and does not arrive at the accommodation, or if they do not have a valid identification document for reasons within their responsibility, they are not entitled to a refund.
Contact information for the travel package:
Travelers experiencing difficulties or wishing to lodge a complaint about errors observed in the execution of the travel package are requested to contact the hotel where their accommodation according to the package is arranged:
Hotel Levi Panorama
Tunturitie 205, 99130 Levi
tel. 016 336 3000
email address: panorama@kassiopeia.fi
Hotel K5 Levi
Kätkänrantantie 2
99130 Levi
tel. 016 639 1100
e-mail address: k5@kassiopeia.fi
Hotel Matts
Tynnyritie 1
02230 Espoo
tel. 029 308 0440
email address: matts@kassiopeia.fi
Golf packages K5 Villas semi-detached apartment
The K5 Villas golf travel package includes at least two nights’ accommodation in a semi-detached apartment for 8 people and a green fee.
The green fee entitles you to the right to play at the Levi Golf golf course. The right to play applies to one game per accommodation day per person during the course’s opening hours.
The required minimum number of passengers and the consequences if the minimum number of passengers is not met by the deadline:
The tour operator does not have a required minimum number of passengers or deadlines by which a certain number of passengers must be met in order for the service to be implemented. The realization of the travel package does not depend on the number of passengers. Packages are for sale as long as they are available.
The passenger’s right to cancel the contract before the journey begins:
The passenger has the right to cancel the travel package contract at any time before the start of the trip. The reservation can be canceled free of charge by 6 pm on the day before arrival at the latest.
If the change or cancellation takes place after the stated deadline, but before the start of the trip, we will deduct the price of the first day of accommodation as the cancellation fee. Cancellation of the reservation after the deadline must be made in writing to the accommodation’s email address.
However, the tour operator is not entitled to a cancellation fee if the passenger cancels the travel package contract at the destination or in its immediate vicinity due to unavoidable and exceptional circumstances that significantly affect the transportation of passengers to the destination or otherwise the implementation of the trip as agreed, or if the passenger otherwise has a compelling reason to assume that there will be a significant error in the tour operator’s performance.
If the traveler does not cancel the trip and does not arrive at the accommodation at all, or if he does not have a valid ID for reasons that are his responsibility, he is not entitled to a refund.
Contact information of the organizer of the travel package:
Travelers who have encountered difficulties and travelers who want to file a complaint about errors they have noticed in the implementation of the travel package are asked to contact the hotel where their accommodation according to the travel package is arranged:
Hotel K5 Villas
Kätkänrantantie 2, 99130 Levi
tel. 016 639 1100
e-mail address: k5@kassiopeia.fi
Yoga/wellness packages
The yoga/wellness package includes accommodation in a standard room for one or two persons, meals, and program activities specified more precisely in the package description at designated times and in a specified manner either at Hotel Levi Panorama or Hotel Matts in Espoo. For Hotel Levi Panorama, parking is included in the package.
Required minimum number of passengers and consequences if the minimum number of passengers is not met by the deadline:
If the minimum number of participants as stated in the package is not met 14 days before the event, the organizer reserves the right to cancel the event. In this case, payments will be refunded to the customer. Packages are sold subject to availability.
Traveler’s right to cancel the contract before the start of the trip:
The traveler has the right to cancel the travel package contract at any time before the start of the trip.
Reservations can be canceled free of charge up to 14 days before arrival. If a change or cancellation occurs after the specified deadline but before the start of the trip, we reserve the right to charge the first night’s accommodation as a cancellation fee. Cancellations after the deadline must be made in writing to the accommodation’s email address.
However, the tour operator is not entitled to a cancellation fee if the traveler cancels the travel package contract due to unavoidable and exceptional circumstances prevailing at the travel destination or in its immediate vicinity, significantly affecting the transportation of passengers to the travel destination or otherwise affecting the execution of the trip as agreed, or if the traveler otherwise has substantial reason to expect a significant error in the performance of the tour operator.
If the traveler does not cancel the trip and does not arrive at the accommodation, or if the traveler does not have a valid identification document for reasons within their responsibility, they are not entitled to a refund.
Contact information for the travel package:
Travelers experiencing difficulties or wishing to lodge a complaint about errors observed in the execution of the travel package are requested to contact the hotel where their accommodation according to the package is arranged:
Hotel Levi Panorama
Tunturitie 205, 99130 Levi
tel. 016 336 3000
email address: panorama@kassiopeia.fi.
Hotel Matts Tynnyritie 1, 02230 Espoo
tel. 029 308 0440
email address: matts@kassiopeia.fi.
Updated 23/02/2024