Travel conditions

E-mail: uk-sembo@sembo.com
Phone: +44 20 8016 0993

Sembo is part of Stena Line Travel Group AB and is based in Helsingborg. Sembo provides accommodation while Stena Line Scandinavia AB or ForSea Sverige HH AB and Direct Ferries are responsible for the ferry trip. Sembo also arranges other transportation services such as airline tickets, rental cars, trains and transfers. Payment of both transportation and accommodation is made to Sembo (Stena Line Travel Group AB).

Sembo is aimed at private travelers and we ask you to read these travel conditions carefully before booking your trip as you accept Sembo's travel conditions when booking travel services via the website. Unless otherwise agreed, you as a customer choose products and services, or a combination of these, from the range available on the website.

You are responsible for providing us with correct contact information so that we can contact you for important information. We will inform you of any changes by email. In cases where you have provided incorrect contact details, we are not responsible for not providing you with important information. You are the person in whose name the booking is made. You are also responsible for paying for the booking. It is also your responsibility to ensure that you can receive our communications. We will not be held liable if you do not receive a message from us due to circumstances reasonably beyond our control: you have entered an incorrect email address, your email settings do not allow receipt of our mail, or your email settings treat our email as spam.

Responsibilities and obligations for the execution of the trip

When you book a trip through the website, you agree that Sembo acts as an intermediary between you and the service providers. Under no circumstances can Sembo be held responsible for travel services booked through other providers. Nor does Sembo accept responsibility for any inaccuracies in the information displayed on the website that has been provided by the respective service provider. When Sembo arranges services for a supplier, the supplier is responsible for the performance of the service and the supplier's travel and transportation conditions apply. Sembo as an intermediary party is not responsible for, for example, timetable changes, canceled flights/ferries, lost luggage, bankruptcies or anything else related to the actual completion of the trip. Any claims in connection with the lack of completion of the trip must therefore be addressed directly to the supplier.

Technical errors

Sembo reserves the right for technical problems and price errors that are beyond our control. Sembo reserves the right to contact the customer, via e-mail within 48 hours during our regular opening hours on weekdays, in case of technical problems and price errors on e.g. airline tickets, luggage and seating.

If there is an obvious error when booking your trip, Sembo will either offer you the opportunity to pay the correct price and thus keep the booking or Sembo will cancel your trip without penalty.

Sembo has no obligation to provide travel services at an incorrect (lower) price even if you have received a booking confirmation, if the error should have been reasonably obvious to you.

Payment options

The booking can be paid with these payment options:

- Trustly, bank transfer
- Card payment with Visa, MasterCard
- We reserve the right to refuse card payment in case of suspected card fraud. If fraud is suspected, we may require identification at the time of payment.

Payment of the air ticket
Paid directly at the time of booking and the payment is then binding.

Payment for a ferry ticket
"Economy" is paid at the time of booking.

Payment of hotel/entry tickets
A deposit of 10% of the amount or at least £50, as well as cancellation insurance is paid within 2 hours of ordering. For departures within 25 days, the full amount must be paid at the time of booking.

Apartment/cottage/holiday home
Deposit of 10% of the amount or at least £50, and cancellation insurance is paid within 2 hours of ordering. For departures within 45 days, the full amount must be paid at the time of booking.

For bookings at a special rate, also referred to as 'No Refund', the booking is payable immediately and is non-refundable in case of change or cancellation. If the final payment is not received by the due date, we have the right to consider the booking as canceled. We also refer to our terms and conditions regarding cancellation, including the statutory costs, in these Terms and Conditions.

Conditions for flights

Mediation of flight tickets
Once you have booked your trip, a booking confirmation will be sent to your email. This is when the brokerage agreement between you as a customer and Sembo comes into force. If you do not receive a booking confirmation within one hour of completing your booking and none of our customer service representatives have contacted you by email or phone to inform you of any problems, please contact us by phone for confirmation.

As soon as your electronic tickets have been issued, you will receive a confirmation email with a ticket number. It is at that point that a binding contract between you as a customer and the relevant carriers has been concluded.

Flight prices and seat availability information are entered directly by the airline in question. If the airline has changes that are beyond our control (e.g. changes in price, seat availability or other) and that occur after the booking confirmation has been sent but before the contract with the airline has become binding (as stated above), the contract will not take effect and we, Sembo, will make a refund to the same payment option used at the time of booking. We may contact you and give you the opportunity to accept the changed price during regular business hours, but no later than 48 hours after we have been informed of the price change.

For flight bookings where the outward and return journey consists of two separate one-way tickets, these are treated as two independent one-way tickets. The booking process and your booking page will indicate whether the journey consists of two separate, independent one-way tickets. Should there be a schedule change, delay or cancellation on one of the journeys, we will not allow you to change or cancel the other journey, as the airline considers these to be completely separate journeys.

An airline ticket must be used in the order in which it is issued, which means that if you have purchased a return ticket, you must check in on the outward journey in order to use the return journey. If you miss any part of the journey, the airline will automatically cancel the return journey and no refund can be made.

We do not offer tickets to minors traveling without an accompanying adult. Children under 18 must be booked by an adult and travel in the company of an adult. Some countries and airlines refuse entry to children under the age of 18 if they are not accompanied by a guardian. Please note that some airlines require children under 18 to show a birth certificate when traveling.

For air tickets booked with low-cost carriers e.g. Ryanair, Easyjet. The booking confirmation will be sent directly from the airlines to your email address and contains the booking number needed for online check-in. In the unlikely event that you do not receive a confirmation from the airline within 72 hours, you must contact us immediately.

Please note that as a rule, check-in should be done on the airline's website to avoid extra charges at the airport. If you have only booked a flight, please contact the airline directly for assistance.

Right of withdrawal
The right of withdrawal does not apply to transportation or related services such as accommodation under the Distance Contracts Act. Sembo also has no 24-hour rule to apply. Once payment has been made, air tickets are non-refundable.

Checking in
Please note that some airlines charge a fee for check-in at the airport. For further information, please refer to the individual airlines' websites.

Airport taxes
Any local airport taxes/fees must be paid at the airport in local currency and are subject to change at short notice. The fee is determined by the aviation authorities of the respective country. We have no influence on the tax and do not refund the costs.

Service package
A service package is a service that we offer to our customers. The traveler orders the service package at the same time as the flight ticket. The service package can also be purchased at any time before departure and also during the journey.

The service package includes the following:
- Finding the best possible options for schedule changes (as directed by the airlines) at no extra cost.

- No additional fees for handling refund requests for canceled flights by the airlines.

- Book special luggage such as golf equipment, etc. - Order special dietary requirements when meals are included (usually not included on domestic flights and flights within Europe).

- Finding the best options and fees when you want to rebook your ticket (airline fees apply)

- Deposit your frequent flyer card with the airline

- Help with changing your name (where airlines allow this, airline fees apply)

- Help with booking baggage and seating where possible (airline fees apply).

Any charges from the airlines will be added. The fee for the Service Package is non-refundable in case of cancellation of the trip or if the airline cannot confirm the requests. If your departure is within 3 days, please contact us by email or phone with your requests. Please note that requests made later than 72 hours before departure cannot be confirmed. Travelers with severe food allergies must contact the airlines directly with the relevant information.

For air tickets booked with low-cost airlines e.g. Ryanair, Easyjet etc. all requests for changes and possible additions must be made directly to the respective airline. If you have not booked the Service Package, we refer you to the airline's website where limited assistance is available. Additional charges from Sembo and third party providers may apply.

Re-bookable air ticket
A rebookable flight ticket must be purchased and paid for at the time of booking and cannot be added later.

The service is Sembos' own product and this may mean that the ticket is not rebookable with the airlines. The rebooking must therefore be made by our flight department.

In case of rebooking, our flight department must be contacted by e-mail. The rebooking must be made during our regular opening hours, but no later than 48 hours before the original departure. When rebooking, the journey must be completed within one year from the original booking date.

The service allows the rebooking of the flight subject to availability. If the change results in an upgrade to more expensive tickets, the passenger is responsible for this cost. The rebooking can only be done with the same airline as originally booked.

Sembo offers rebooking regardless of airline rules.
- Free rebooking of dates within the same price level and route with the chosen airline. At higher price levels, the difference between the original price and the new price will be added.
- The product does not allow name changes or corrections.
- The flights are used in the order in which they were originally booked, no change of destination is allowed.
- It is not allowed to rebook the ticket for a so-called "stop over".
- The service can be used once, after which it is exhausted.
- The service includes 3 price inquiries for your rebooking.
- After starting the outbound journey, the service is exhausted.
- If the trip is canceled, there is no refund of what has been paid for the Rebookable Flight Ticket service.
- If the change means that the traveler is no longer entitled to a special or promotional price, the difference will be added to the new ticket.
- Sembo is not responsible for information regarding visas, passports, etc. if the trip is extended - The traveler is responsible for any additional services, such as baggage and seat reservations, signed with Sembo or the airline directly.
- If the traveler fails to travel on any route, the rebooking product is exhausted.
- All communication regarding changes is done via email, the traveler is responsible for confirming the matter.
- Sembo does not make any changes to the original booking without the customer's written consent, with the exception of airline changes.

Pre-booking a seat on board
With some airlines, Sembo can offer seat reservation on the plane for a fee. In cases where this is possible, it is indicated in the booking process and the cost may vary depending on the seat selected.

Please note that we can never guarantee your desired seat, as the airline has the right to change seats booked in advance in cases where it is deemed necessary, e.g. when changing aircraft type. There is no obligation to notify either us or you as a traveler.

You can always contact our customer support afterwards if you missed to pre-book a seat on the flight in the booking flow and our agents will provide you with a price proposal if the airline's rules allow for pre-booking a seat.The fee for seat reservation on board is non-refundable, even if your desired seat has not been provided by the airline.

Baggage
You can view the baggage rules for your trip on the website when searching for flights under "baggage and ticketing rules", and you will also have the option to add baggage in the booking flow if the airline's rules allow it. Please note that baggage is never refundable according to airline rules. Sometimes the airline may not allow us to pre-book checked baggage on your booking, for example if your booking includes a codeshare flight. If it is not possible for us to pre-book baggage on your booking, a refund will be made to you of the amount you paid at the time of booking and refer you to the airline's website or to contact the airline directly to pre-book baggage. Baggage can also be added at the airport during check-in.

You can always contact our customer support afterwards if you missed adding baggage in the booking flow and our agents will provide you with a quote if the airline's rules allow for pre-booking baggage. Extra/special baggage information (dimensions and weight) must be communicated to us at the time of booking as the request must be sent to the airline and will only be confirmed if space is available. The airline often charges a fee for extra baggage and payment is made at check-in.

Please note that it is always necessary to add and pay for baggage again when rebooking a flight, as it is not possible, according to the airlines' rules, to transfer already paid baggage to a new ticket.

You as a customer are responsible for checking the rules that apply to baggage with the respective airline you are traveling with.

We are not responsible for lost or damaged baggage. A loss/damage report must be made by you directly at the airport on a PIR (Property Irregularity Report).

Cancellation protection
To protect you in case of unexpected events, we recommend that you subscribe to our cancellation policy. Cancellation cover can only be taken out at the time of booking and cannot be removed or refunded after the contract has been concluded.

A traveler who has taken out cancellation insurance can, upon presentation of a valid medical certificate, cancel the trip with a deductible of 5% until the trip has started.

Cancellation cover applies in the event of acute illness, accident or death affecting the traveler himself, the traveler's spouse/cohabitant, children, parents, siblings or person with whom the traveler has jointly booked the trip, before departure but after the agreement has become binding. Cancellation cover does not apply in the event of illness that was known at the time of booking or in the event of complications in connection with pregnancy, after the 30th week of pregnancy. Medical certificates must be issued on a special form that can be downloaded here  and must be received by Sembo no later than 14 days after the cancellation date. Medical certificates received later will not be processed. The cost of the cancellation cover and excess will not be refunded in the event of cancellation.

Passport, visa and health regulations
Passport, visa and/or health requirements are subject to change and you must therefore contact the relevant authority (embassy, consulate, etc.) well in advance of your departure. It is your responsibility to have a valid passport and (if applicable) a visa. It is important to remember to take into account all transit points on the journey where a visa is also required. It often takes some time to obtain a visa, so we advise you to apply for it well in advance. Sembo takes no responsibility for customers who do not have the right documents or for costs caused by deficiencies in the traveler's documents.

Each destination has its own requirements for entry documents, vaccinations etc. which may also vary depending on the nationality of the passenger. It is your responsibility to obtain this information. Any incidents arising from non-compliance with such official rules shall not be considered our responsibility. We therefore encourage you to always check which different documents are required at the chosen destination or in the transit countries and the time taken for the relevant actions.

Transit
In case of a stopover, transfer and accommodation costs may be incurred. We are not responsible for these costs, nor for any costs you may incur due to changes in flight times. We do not reimburse these costs.

Name on the airline ticket
Airline tickets are personal. It is extremely important to always double-check that you have entered the correct name before clicking on book and pay, as names in an airline ticket cannot usually be changed. It is the customer's responsibility that the names match the traveler's passport.Please note that fictitious names for infants are not accepted.In cases where we can make name changes, the airline's fee/ticket and our administration fee from £60/ticket will be added.

In order for us to investigate the possibility, you must have a Service Package. A change request must be made no later than 24 hours before departure during our opening hours on weekdays.
For early departure change requests, we recommend that you contact the airline in question directly.

Changes to your airline ticket
Rebooking can only be done if the airline's conditions on your ticket allow it. It is the airlines that set these conditions and nothing we can influence. If changes are allowed, the airline's costs and our administration fee from £50 will be added.

If you wish to rebook your trip, this must be done no later than 24 hours before departure, during our opening hours on weekdays. For requests for early departure rebooking, we recommend that you contact the airline in question directly.

If you booked additional baggage and rebook your flight ticket, new baggage must be booked and paid for as baggage cannot be transferred to the new flight ticket issued upon rebooking. Please note that it is not possible to add more people to an existing flight reservation.If you have purchased a Rebookable Flight Ticket, the terms and conditions for that product must be followed.

Changes made by the airlines
We cannot be held responsible for rebookings, schedule changes or flight/ferry cancellations. You are responsible for checking any timetable changes before departure. We do not accept responsibility for cancellations due to environmental disasters, war, strikes or other unforeseeable events. Any further claims by you must be made directly to the airline as we follow airline policies.

Any change or refund request will incur an administration fee per ticket.

Force majeure
If your flight is delayed or canceled due to an unforeseeable event, you have no right to compensation. This is a case of force majeure and airlines cannot be held liable. An unforeseeable event includes air traffic control strikes, extreme weather conditions or political unrest.

Reimbursements
Refunds are processed in accordance with the service provider's terms and conditions. If you are entitled to a refund, your refund will be made to the same payment method used to pay for the booking.

All refunds are paid by the relevant service provider and we as an intermediary have no influence on the service provider's processing time.
As an intermediary, we will only process a refund if we have received a refund from the relevant service provider.
Any additional products such as service packages, cancellation protection, rebookable tickets, baggage, etc. are never refundable.

Administrative fees for air tickets
Service / Fee (incl. VAT)
Service package
Paid for all services and requests.
£30 / booking

Fee for handling a refund application
For any refunds you have requested, including requests for refunds of fares, taxes, fees and/or charges from the airline. The fee also applies to our administrative work in case of a cancellation by the airline. £50 / air ticket

Rebooking/changes
When you wish to rebook/change e.g. change of flight departure, change of name.
£60 / airline ticket Please note that any changes and/or refunds are subject to the airline's terms and conditions and the airline's ticketing rules. Additional charges may be applied by the airlines.
If the requested rebooking results in a more expensive ticket, or if the change means that the passenger is no longer entitled to the promotional price, the customer will have to pay the difference in price.

Conditions for flights

Brokerage of hotels
The contract is binding on both parties once we have confirmed the booking in writing and you have paid the deposit or the full amount. (However, we reserve the right to make technical and apparent pricing errors.) If we do not receive payment by the due date indicated on your booking confirmation, the booking will be considered cancelled.Bookings are confirmed by email.You are responsible for checking that the confirmation corresponds to what is booked.

We reserve the right to refer you to an equivalent or better accommodation option if circumstances beyond our control force us to do so. You must be informed of the new option as soon as possible. You have the right to terminate the contract if changes make the trip significantly worse and must inform us within a reasonable time. We will refund the amount you paid for the accommodation as soon as possible. If changes result in a deterioration, you are entitled to a discount on the price.

If, after the contract becomes binding, there is an increase in costs for us, if the price increase is due to changes in transportation costs, taxes or charges, we have the right to increase the price of the trip by an amount equal to the increased cost. We reserve ourselves against changes in exchange rates and obvious printing/publishing errors.

We cannot be held responsible for the closure of roads, shops, restaurants, pools, elevators and the like that may occur after our information has been collected, nor for other events beyond our control.

Some hotel texts are imported by third party hotel banks. These texts are not quality controlled to the same extent as accommodation with the "Carefully selected" stamp. Sembo therefore reserves itself against obvious errors in these texts and cannot be held responsible for their content. Imported texts are continuously updated and may therefore differ over time.

We cannot guarantee that a holiday home is suitable for people with allergies and sensitivities. Nor can we guarantee that the accommodation is disabled-friendly.

Travel documents
Travel documents will be sent by email once full payment has been received by us. If the documents have not reached you at least 7 days before departure, we must be contacted immediately.

Errors and omissions
The traveler cannot invoke errors that have not been notified to Sembo within 72 hours of the discovery of the error. If the traveler leaves the booked accommodation without informing Sembo, the right of complaint is lost.

Resort Fee & Club Card
Some hotels/apartments require a "Resort Fee" or "Club Card". These supplements are mandatory and must be paid on site. The supplement provides access to various facilities such as sun beds, towels, beach service, gym, parking, shuttle bus and/or various activities. The resort fee is very common in the USA, Mexico and the Caribbean. Club cards are common in Europe, such as Italy. The fee may vary, based on the number of travelers or per room/apartment. As far as we have the information, it is displayed on our website. As the fees vary throughout the year (high/low season) and the content changes, we cannot take responsibility for what applies to the individual accommodation.

Cancellation of accommodation and additional products
When booking accommodation, cancellations must be made directly on "My page" on our website. A cancellation fee may apply. Cancellation will be confirmed by us by email.

If a booking includes several different products, the respective cancellation policy found on your booking confirmation on "My page" applies.

If the booking includes ferry and accommodation, the carrier reserves the right to charge for the ferry if the accommodation is canceled.
You can only get a refund if the booking is canceled in accordance with the applicable rules. Unused tickets that are not canceled are not entitled to a refund.

The cancellation conditions for the individual accommodation options can be found on our website under price and room description. We recommend that you read these conditions before making your reservation.

Changes for accommodations and add-on products, e.g. admission tickets.
We are happy to help with rebooking to the extent that the supplier allows it. Administrative fees for assistance with hotels, and additional products, e.g. admission tickets may be added.

Refunds
Refunds are processed in accordance with the service provider's terms and conditions. If you are entitled to a refund, your refund will be made to the same payment method used to pay for the booking.

All refunds are paid by the relevant service provider and we as an intermediary have no influence on the service provider's handling time.
As an intermediary, we will only process a refund if we have received a refund from the relevant service provider.

The total price of your booking includes the price of the travel services, any additional products purchased and our service fees. Please note that our service fees are non-refundable. This is because service charges are levied for our brokerage services, which are deemed to be fulfilled once the booking has been confirmed to you.

Tourist tax

Environmental fees and local tourist tax are paid at certain destinations. The tax is determined by the local authorities and is paid by you directly to the reception/key office. Environmental taxes and tourist tax are not refunded by us.

Transfer provision

Transfer service such as shuttle bus, private transport etc. purchased in connection with flight + hotel trip is provided by Sunhotels, Webbeds. You are responsible for reading the terms that apply to your transfer. These vary depending on destination and mode of travel. The terms can be seen on your voucher.

We reserve the right to return 24 hours after booking or the following working day if your booking could not be confirmed. Full refund for the booking applies in these cases.

Children and infants are counted as 1 person in all bookings. If you are traveling with an infant, we recommend that you bring your own child seat.

Baggage is calculated according to normal flight restrictions: 1 suitcase and 1 hand luggage per person. All extra luggage such as bicycles, golf bags etc. must be ordered in advance and an extra fee will be added.

The number of passengers shown on this transfer confirmation is the number of passengers ordered and paid for. You are responsible for printing and bringing your voucher. A voucher is your proof of booking and payment and must be handed over to the carrier. Changes less than 24 hours (within Europe) / 48 hours (outside Europe) are equated with cancellation and rebooking. The number of passengers indicated on the confirmation is the number of passengers for which transfer is booked and paid. The transfer voucher MUST be brought, and it is sent separately to the given email address.

Cancellation/change of transfer service provided by Sunhotels (Webbeds). Within Europe up to 24 hours before arrival = Free cancellation. After this, 100% of the cancellation fee. Outside Europe up to 48 hours before arrival = Free cancellation. After this, 100% of the cancellation fee.

The cancellation must be made by our customer service and confirmed by Sembo via email.

Sembonus

For each night that you book and stay at an approved accommodation in the Sembonus “Program” you get a stamp. When you have collected 10 stamps, it means that you get a bonus night at any accommodation on the website. The maximum value of the bonus night is based on the 10 valid stamps that form the basis for the Bonus night and corresponds to the average price per night, for the 10 nights you have received stamps for. The bonus night does not include any costs paid on site.

You do not get stamps for bookings made with a promotional code. (You collect stamps for bookings made after 2020-12-01.)

The bonus program is aimed at, and may only be used by, private individuals who have registered. Companies and associations or other groups may not participate. To receive stamps, you must be logged into your account that is connected to the program when you make the booking. It is only this account that receives stamps. Other guests do not receive any stamps.

Check how many stamps you have collected by logging into your account on the website. No stamps are issued in connection with bookings with bonus nights. Stamps and bonus nights cannot be redeemed for cash. In the cases where the bonus night is cheaper than the bonus night's maximum value, you will not receive the difference in cash or in any other way. In the cases where you use the bonus night for a booking that costs more than the bonus night's maximum value, you must pay the difference. Use of bonus nights cannot be made on bookings made with a promotional code.

Ordinary cancellation rules apply for bonus nights. If you cancel a bonus night where there is no cancellation fee, we will return the bonus night to your account. In the cases where a cancellation fee is charged on the whole or parts of the booking value, the bonus night is considered used.

If no purchase or redemption takes place during the 12-month period, all stamps on your account will cease to apply. We may, at any time, change the terms of the bonus program. It applies until further notice but if we choose to end the bonus program you have 90 days to use any earned stamps. After 90 days you are not entitled to any compensation for earned stamps.

Responsibility during the trip

You must follow the rules of conduct applicable to hotels etc. and behave so that other travelers or other guests are not disturbed. If you violate this in significant areas, we have the right to terminate the agreement. You are responsible for damages caused by negligence, e.g. by not following specified instructions or regulations.

You accept that we act as an intermediary between you and the service provider. We can under no circumstances be held responsible for travel services that you have booked with one or more service providers, and we take no responsibility for any inaccuracies made available on the website by the respective service provider.

Should a service provider for any reason not be able to provide the travel service, including in the event that a service provider is declared bankrupt, we can only act as an intermediary and refund payments when we have received such from the relevant service provider.

As for our own services, we are responsible for damages with the limitations specified in these terms and to the extent permitted by law. We are only responsible for direct damages that you have actually suffered, paid or incurred due to a fault that can be attributed to our own services, up to the total amount of the cost of your order (whether it is an incident or a series of related incidents).

Conditions for ferry

As for our own services, we are responsible for damages with the limitations specified in these terms and to the extent permitted by law. We are only responsible for direct damages that you have actually suffered, paid or incurred due to a fault that can be attributed to our own services, up to the total amount of the cost of your order (whether it is an incident or a series of related incidents).

Ferry Ticket Mediation

When you have booked your trip, a booking confirmation will be sent to your email. It is at this point that the mediation agreement between you as a customer and Sembo comes into force. If you do not receive a booking confirmation within an hour after you have completed your booking and no one from our customer support has contacted you via email or phone to inform you of any problems, please contact us by phone for confirmation.

As soon as your desired ferry tickets have been issued, you will receive a confirmation email with a ticket number. It is at this point that a binding agreement between you and the current ferry company has been entered into.

Cancellation of Ferry Ticket

Ferry Ticket with Stena Line

• Economy Ticket Type = No refund
• Flexi/Premium/Campaign Ticket Type: 15 days or more = 0% cancellation fee of the ferry price
• Flexi/Premium/Campaign Ticket Type: 14-1 days = 50% cancellation fee of the ferry price
• Flexi/Premium/Campaign Ticket Type: Departure day or later = 100% cancellation fee of the ferry price

Ferry Ticket with Forsea (Helsingør/Helsingborg)

• Lost tickets will not be replaced.
• An unused ticket is refunded free of charge within 24 hours from the time of purchase.
• An unused ticket is refunded against a change fee of 10% or at least £10 within 2 months from the booked departure date.
• A partially unused ticket is refunded against a change fee of 10% or at least £10 within 2 months from the validity date. Discounted tickets are not refundable.

Change of Ferry Ticket

Ferry Ticket with Stena Line

• There is no change fee for Flexi or Premium ticket types
• Change fee for Economy Ticket Type, (see administrative fees).
• By adding any cabin, food or other services no change fee is added but a new price is calculated.
• Changes via the website can be made up to 2 hours before departure for Flexi and Premium tickets.
• When changing another departure time/day the price may change.

Ferry Ticket with Forsea (Helsingør/Helsingborg)

• Price changes in relation to choosing a more expensive departure are paid at the actual rebooking. When changing to a cheaper departure, the difference is refunded.

Administrative Fees for Ferry Tickets

Stena Line

• Change fee on Economy tickets. No change fee on Flexi and Premium tickets.
• £50 per change.

Forsea

• Change fee
• 10% of the price of the ferry ticket or at least £10 per way and change.

Rental Car Mediation

Services related to rental cars are provided by Micron Nexus GmbH ("www.carhiremarket.com").

All inquiries in connection with the booking and all changes or cancellations must therefore be made directly to www.carhiremarket.com  as Sembo does not have access to these bookings.

Other

Travel Guarantee

Sembo has set up state travel guarantees with the Legal, Financial and Administrative Services Agency according to the travel guarantee law. If you have only purchased accommodation or transport, you are not covered by the travel guarantee.

Data Protection

We take the protection of your personal data seriously and you can find more information about the collection, processing and use of your personal data in our privacy policy (Our-policy ).


Complaint

Complaints and any claims for compensation must be received by Sembo within 60 days after the end of the trip. Written complaint is recommended. Complaints received later will not be considered. Sembo and the traveler should try to resolve disputes relating to the interpretation or application of the agreement through negotiations. If the parties cannot agree, the dispute can be examined by the National Board for Consumer Disputes.

Package Travel

If a package travel agreement has been entered into, the terms of the Swedish Travel Agency Association for package travel according to the definition in the 'Package Travel Act' apply. A package trip is a combination of at least two travel services, for example transport, accommodation, rental car or other tourist service.

General travel terms for package tours

The trip is subject to the general conditions of the Swedish travel agency and organizer association (SRF) agreed within the industry on June 28, 2018 and the organizer's special conditions. The travel organizer has the right to apply special conditions that deviate from the general ones, if the application of special conditions is justified by the special nature of the trip, special provisions on the mode of transport (such as booking and sales conditions for regular flights), deviating accommodation conditions due to the special nature of the trip or special circumstances at the destination. The special conditions must not conflict with the law on package travel to the disadvantage of the traveler. The general and special conditions are part of the agreement.

1. THE AGREEMENT

1.1 The agreement becomes binding for the parties when the organizer has confirmed the traveler's order in writing unless otherwise agreed. The organizer must confirm the traveler's order without delay. Right of withdrawal does not apply to package travel agreements.

1.2 The main traveler is the person in whose name the agreement has been concluded. The main traveler is indicated first in the travel documents or in another clear way. The main traveler is responsible for payment according to the agreement. All changes and any cancellation must be made by the main traveler. Exceptions can be made if the main traveler becomes seriously ill and cannot make the change or cancellation. The main traveler is responsible for providing the organizer with correct booking information for other travelers covered by the agreement. Any refund is made to the main traveler.

1.3 If the traveler is under 18 years of age and travels without a guardian, this must be stated at the time of booking. Some trips may require an age limit that may be higher than 18 years. Information is provided at the time of booking.

1.4 The departure and return times in the booking confirmation are preliminary. The organizer must as soon as possible and if possible no later than 20 days before departure specify the departure times that will apply for the trip.

1.5 The organizer must provide general information about what applies in terms of passport and visa.

1.6 The organizer must provide general information about health regulations for the destination.

1.7 Connecting travel or special arrangements are included in the package travel agreement only if these are booked together and at the same time with the services included in the package trip or if these are sold together with other services for a total price.

1.8 Any wishes or special services at the traveler's request are included in the agreement only if these are expressly confirmed in writing by the organizer.

1.9 The traveler is obliged to check the booking confirmation / travel documents as soon as they are received and that all information is correct including that names are spelled correctly and correspond to the passport. Any inaccuracies must be reported as soon as possible. The organizer reserves the right to charge a fee equivalent to the actual cost of correcting incorrect information plus a reasonable compensation for the additional work that the correction entails. If the error is due to the organizer or someone hired by them, the correction should be made at no cost to the traveler.

1.10 The main traveler must immediately notify the organizer of any changes of address, email address, telephone number or other information of importance for the organizer's opportunities to contact the traveler.

1.11 For some trips, a minimum number of participants is required for the trip to be carried out. The traveler should in such cases receive clear information about this at the latest at the time of booking.

1.12 If flight tickets are part of the package trip, these must be used in the correct order. The traveler can thus not use only a return ticket when both round trip and return are booked or only part of a flight route. If the ticket is not used from the start, the remaining parts are canceled.

2. PRICE AND PAYMENT

2.1 The price should be stated in such a way that the total price of the trip is clearly shown. The price should include all services included in the contract as well as mandatory additions, taxes and fees.

2.2 The traveler must pay the price of the trip no later than the time stated in the contract.

2.3 The organizer may charge a first partial payment (registration fee) in connection with the booking confirmation. The registration fee should be reasonable in relation to the price of the trip and other circumstances.

2.4 If the traveler does not pay the price of the trip in accordance with the contract, the organizer has the right to cancel the contract and charge a reasonable compensation.

2.5 Unless otherwise expressly stated, the price of the trip is based on accommodation for two people in a shared double room. For accommodation for only one person in a double room or larger room intended for more than one resident, the organizer has the right to charge an additional fee.

2.6 The organizer is also obliged to inform the traveler of any additional costs that may be incurred.

3. TRAVELER'S RIGHT TO CHANGE AND CANCELLATION

3.1 The traveler has the right to change the agreement if the organizer allows this. Changes in the agreement may result in additional costs for the traveler from the organizer or another.

3.2 The traveler has the right to cancel the trip. The organizer reserves the right to claim compensation from the traveler for the costs that the organizer incurs as a result of the cancellation. The organizer can set up reasonable standardized cancellation fees based on the time of cancellation. If the organizer has not set up any standardized cancellation fees, the organizer has the right to a reasonable cancellation fee.

4. TRAVELER'S RIGHT TO TRANSFER THE AGREEMENT

4.1 The traveler may transfer the agreement to someone who meets all the conditions to participate in the trip. Such a condition can, for example, be that the transport company or another that the organizer has hired according to applicable rules should accept a change of traveler. The traveler must notify the organizer or the retailer about the transfer in reasonable time before departure. Notification made no later than seven days before departure is always considered to have been made in reasonable time.

4.2 The organizer may charge a reasonable fee for the transfer. The fee must not exceed the costs that the transfer entails for the organizer. The organizer must show how the cost has been calculated.

4.3 The transferor and the acquirer are jointly and severally liable to the organizer or the retailer for everything that remains to be paid for the trip and for the extra costs that the transfer entails.

5. CHANGES BEFORE DEPARTURE

5.1 Change of contract terms

The organizer has the right to make changes to the contract provided that the organizer informs the traveler of the change in a clear, understandable and clear way on a durable medium. If the change is insignificant, such as minor changes to flight times, the traveler is not entitled to a price reduction or compensation. In the case of significant changes to the trip, the traveler should, if possible, be offered an alternative trip or the right to terminate the contract without a cancellation fee.

5.2 Change of price

5.2.1 The organizer may raise the price of the trip if the increase is due to changes in fuel costs, taxes and public charges or exchange rates.

5.2.2 The price of the trip may be increased by an amount corresponding to the traveler's share of the cost increase that the organizer is affected by. The right to a price increase only exists if the total cost increase exceeds 100 kronor per booking.

5.2.3 The price of the trip should be reduced if the organizer's costs, for reasons stated above, decrease by a total of at least 100 kronor per booking. The organizer may deduct actual administrative costs when reducing the price.

5.2.4 The organizer should notify the traveler of the price changes as soon as possible. The notification should contain a justification for the change and a calculation.

5.2.5 The price may not be increased and does not need to be reduced during the last 20 days before the agreed departure day.

5.2.6 The organizer can in its special conditions waive the right to raise the price according to 5.2.1. In that case, the organizer does not need to lower the price according to 5.2.3.

5.3 The traveler's right to terminate the contract without a cancellation fee

5.3.1 If the traveler wants to terminate the contract due to a significant change, e.g. if the price is increased by more than 8% of the total price of the package trip, the traveler must notify the organizer that the contract is terminated within a reasonable time from the time the organizer informed the traveler of the change. If the traveler does not do so, the traveler will be bound by the new contract.

5.3.2 If the package travel contract is terminated, the organizer must without unnecessary delay and no later than 14 days after the contract was terminated repay the entire price of the trip.

5.4 The organizer's and the traveler's right to terminate the contract in the event of unavoidable and extraordinary events

5.4.1 Both the organizer and the traveler have the right to terminate the contract if the implementation of the package trip or the transport of passengers to the destination is significantly affected by unavoidable and extraordinary events at the destination or in its immediate vicinity. By unavoidable and extraordinary circumstances is meant for example serious security problems such as war, terrorism, outbreak of serious illness or natural disasters. In such cases, the traveler has the right to terminate the contract without paying any cancellation fee. If the organizer terminates the contract in accordance with this point, the traveler is not entitled to compensation. In such cases, the traveler has the right to a full refund in the manner set out in 5.3.2.

5.4.2 The traveler does not have the right to terminate the contract if the unavoidable and extraordinary events were generally known at the time the contract was entered into.

5.4.3 In order to investigate whether the event is of such a serious nature as stated above, expert Swedish or international authorities should be consulted. A current advice against travel from the Ministry of Foreign Affairs should always be considered a basis for termination.

6. ORGANIZER'S RESPONSIBILITY FOR THE EXECUTION OF THE PACKAGE TOUR

6.1 Lack of implementation

If a travel service is not carried out according to the agreement, the organizer must remedy the error within a reasonable time. However, the organizer is not obliged to remedy the error if it is impossible or if the remedy would entail disproportionate costs. If the organizer does not remedy the error, the traveler may be entitled to a price reduction and damages.

6.2 Significant errors

6.2.1 If after departure a significant part of the agreed services cannot be provided, the organizer should if possible arrange equivalent or at least equivalent alternatives at no extra cost to the traveler. If the organizer cannot offer this, the organizer may offer alternatives of lower quality in conjunction with a reasonable price reduction. The traveler may only reject such alternatives if they cannot be considered comparable to those that would have been provided according to the agreement or if the offered price reduction cannot be considered reasonable.

6.2.2 If the organizer cannot offer any alternative or if the traveler has the right to reject such alternatives according to 6.2.1., the traveler may be entitled to a price reduction and damages.

6.2.3 In case of errors that significantly affect the implementation of the package tour and which the organizer has not remedied within a reasonable time, the traveler may terminate the agreement and may also be entitled to a price reduction and damages.

6.2.4 If the organizer cannot offer any alternative or if the traveler has the right to reject such alternatives according to 6.2.1., or if the traveler has terminated the agreement according to 6.2.3 the traveler is entitled to equivalent home transport without unnecessary delay and at no extra cost if the package tour includes transport and the traveler is at the destination.

7. ABOUT PRICE REDUCTIONS AND DAMAGES

7.1 No price reduction is given if the organizer can show that the error is due to the traveler.

7.2 The traveler is not entitled to damages if the organizer shows that the error is due to the traveler or a third party unrelated to the provision of travel services included in the package tour, or if the error is due to unavoidable and extraordinary events.

7.3 If the error is due to someone the organizer has hired, the organizer is free from liability for damages under these travel conditions only if the person the organizer has hired would also be free according to that provision. The same applies if the error is due to someone else in a previous link.

7.4 There is no right to damages because the organizer has canceled the trip if the organizer shows that fewer people than a minimum number specified in the contract have signed up for the trip and the traveler is notified in writing within a specified time in the contract that the trip has been canceled. Notice of a trip being canceled must be given no later than:

• 20 days before departure if the trip lasts longer than 6 days

• 7 days before departure if the trip lasts between 2 and 6 days

• 48 hours before departure if the trip lasts less than 2 days

7.5 Damages under these conditions include compensation for pure economic loss, personal injury and property damage. The traveler is obliged to limit the damage as much as possible.

7.6 Unless another limitation follows from the Package Travel Act or other mandatory legislation, the organizer's liability for damage is limited to three times the package tour price. However, this limitation does not apply to personal injury or damage caused intentionally or by negligence.

8. COMPLAINT

8.1 The traveler may only invoke errors in the agreed services if he notifies the organizer or the retailer of the error within a reasonable time after he noticed or should have noticed the error. This should be done as soon as possible and if possible at the destination. When determining any price reduction or compensation for damages, the time at which the traveler complained about such a message would have meant that the organizer could have remedied the error is taken into account.

8.2 Notwithstanding point 8.1, the traveler may invoke errors if the organizer or retailer has acted grossly negligently or in violation of faith and honor.

9. TRAVELER'S RESPONSIBILITY DURING THE TRIP

9.1 Organizer's instructions

The traveler is obliged to follow the instructions for the implementation of the trip given by the tour leader or by another person hired by the organizer. The traveler is obliged to respect the rules of order that apply to the trip and at the destination and behave so that fellow travelers or others are not disturbed. If the traveler significantly violates this, the organizer can terminate the agreement without the traveler being entitled to compensation or refund.

9.2 Traveler's liability for damage

The traveler is liable for any damages in connection with damage that the traveler negligently causes the organizer.

9.3 Traveler's responsibility for formalities

9.3.1 The traveler is responsible for observing necessary formalities for the implementation of the trip, such as possession of a valid passport, visa, vaccinations, and insurance.

9.3.2 The traveler must have completed check-in for all transport services included in the package trip in accordance with the travel plan or other instruction from the organizer or transporter.

9.3.3 The traveler is responsible for all costs that arise due to deficiencies in the aforementioned formalities, such as home transport due to lack of passport, unless the deficiencies were caused by incorrect information from the organizer or retailer.

9.3.4 The traveler is responsible for taking part in information provided by the organizer.

9.4 Deviation from the arrangement

A traveler who deviates from the arrangement after the trip has started is obliged to notify this to the organizer or his representative.

10. ORGANIZER'S DUTY TO PROVIDE ASSISTANCE

If the traveler is in difficulty during the trip, the organizer is obliged to provide appropriate help without unnecessary delay. Such help can for example be information about health and medical services, local authorities and consular support. The organizer has the right to charge a reasonable fee for such help if the situation has been caused intentionally or by negligence on the part of the traveler.

11. DISPUTE RESOLUTION

The parties should try to resolve disputes concerning the interpretation or application of the agreement on their own. If the parties cannot agree, the dispute can be tried by the General Complaints Board (ARN), Box 174, 101 23 Stockholm, www.arn.se (http://www.arn.se), or by a general court. A dispute can also be tried via the EU Commission's online platform: http://ec.europa.eu/odr (http://ec.europa.eu/odr).

Visa and vaccinations

According to the package travel law, we must keep EU/EEA citizens updated on what visa requirements apply to each destination. You can find more information about the current requirements for the Foreign Department's information pages (https://www.regeringen.se/sveriges-regering/utrikesdepartementet/). Citizens of other countries are urged to contact the nearest embassy or consulate. If you make a booking for someone else, you should inform your travel agency about the above requirements.

You should check if you need to renew your passport or apply for a visa. For information on visas and the requirements for different destinations, Swedish citizens are referred to the Swedish Ministry of Foreign Affairs information pages (https://www.regeringen.se/uds-reseinformation/). The Ministry of Foreign Affairs also has an app with travel information, which you can find on the same page.

To find out how long it takes to get a visa, contact the embassy of the country you are traveling to in the country where you are a citizen. Remember to be out in good time as it can take a long time, depending on your destination. If you are a citizen of another country, contact the nearest embassy or consulate.

We recommend that you review your travel insurance. You may need insurance that covers loss of or damage to luggage as well as hospital costs and possible return home, if you should suffer from illness or accident. If you have home insurance, travel insurance is usually included in it. Find out what and which insurances apply, by checking your insurance or talking to your insurance company. Remember to bring a European health insurance card. You can order it from the Social Insurance Agency and it gives you the right to medical and dental care within the EU, EEA and Switzerland. The card is free.

For trips to Russia, Belarus and Cuba, valid travel insurance is required. Contact your insurance company for more information.

If you have a disability, it is important to find out what applies before you travel. Contact your hotel for information about accessibility at the hotel and at the destination. Remember to review your vaccinations if you are traveling outside Europe. This is important as many countries require you to be vaccinated against common diseases to be allowed to enter the country.