Various Information

Below we have gathered various information we think you will find useful. Please read it through. If you don’t find an answer to your question here, you can always contact us via the contact form on “Contact us” page.

Booking & Payment

Here is how you book and pay for your tour:

  1. Choose your e-bike tour package, read through the description and click “Send Request”
  2. A booking form appears. Please fill in all required information. Then click “SEND”
  3. We will then make sure the accommodation is ok for the days you booked (If there is no accommodation available, we will suggest different dates or alternative routes for you).
  4. You will receive by email an invoice and a link to our secure webshop.
  5. In the webshop you can pay with PayPal, Visa, MasterCard, American Express or Finnish online banks.
  6. After payment you will receive a receipt by email.

About our tours

Please read this important info about our tours.

Testimonials

“Thanks for the great ride yesterday. It has been the highlight of my trip to Finland so far!” Customer: Douglas Sparks. Tour: Helsinki Nature 3 hours

“eBike is an easy, smooth way of travelling! We enjoyed our time around Lake Lohjanjärvi: nature in August is very colourful, fresh air made outdoor living enjoyable. Happy eBikers’ service was excellent, we received answers to all our questions and they gave us good instructions on how to cycle by eBike. Happy to recommend their e-bikes and services! Customer: Leena Grönroos. Tour: Customized tour

“This was my very first ride on electrically assisted mtb – what a nice experience! The bike was a very good quality German engineered Focus hardtail mtb with hydraulic disc brakes. We cycled about 32 kilometers in two hours including some photo stops. Riding was very easy and relaxing, no sweat – just perfect to enjoy the sceneray and Finnish spring nature that was just about to start to blossom. The route was an easy and beautiful ride along Helsinki and Espoo coastline and forests, away from traffic. Spotted some goose, water birds and a rabbit on the way.” Customer: Elina Vihriälä. Tour: Customized tour

“I am Finnish, middle age woman, used to lived in Helsinki and I am not so big fan of biking. Happy eBikers have invented great way to see Helsinki with ebike. So easy, no sweating, no hard work out driving uphills. Absolutely the great way to see interesting and different things around Helsinki which you can’t see by car.” Customer: Tiina Koivu. Tour: Helsinki Nature 3 hours

“So cozy B&B’s and Matti had done a great job with the routing; with the GPS it was possible to follow even small paths.” Customer: Francesco Pedetta. Tour: Helsinki Western Delights 5 days

“Wow, what a ride! I’m a keen outdoors person and this was certainly worth every penny. I’m used to walking in the mountains, but this opened up whole new horizons. With an electric mountain bike it’s possible to see so much, and you’re still in contact with nature. Great, would love to do it again!” Customer: Monika M. Tour: Andalucia 6 days

“It was an adventure and a memorable experience. Forest, gravel roads, lakes, hot sun, rain. Everything worked as planned, all equipment was in top shape. We were always very friendly greeted at the accommodations. Special thanks for the Lake Cruise; it was a great experience. After a tour like this, we can really say we know quite a bit about the Finnish countryside. And sauna-culture, too!” Customers: Reichelts. Tour: Lakes & Forests Grand Tour, customised 16 days

“Unbelievable vacation experience!” Customers: Mikko Meronen, Ahti Honkanen, Esko Maaranen. Tour: Andalucia 6 days

“I just hopped on an electrically assisted bicycle and started riding the wonderful mountain roads. While riding, I could sense the views, scents and silence in a totally new way. I could regulate the physical effort to suit me perfectly by using the e-bike’s assistance, taking breaks and controlling my speed. And after the “oxygen poisoning” I got a good 9 hours of sleep! Bicycle therapy at its best!” Customers: Mikko Meronen, Ahti Honkanen, Esko Maaranen. Tour: Andalucia 6 days

“Message for amateur cyclists: The 2 day bike route was the perfect way get a proper sense of what this vast country has to offer in terms of nature and biking infrastructure. We saw coastline on day 1 and unspoilt forest on day 2- a great combo! Needless to say bikers and nature lovers are well catered for in Finland. I will return for a longer bike experience next year. Ps: The ebike makes this tour accesible for (almost) anyone – you can get away with not even breaking a sweat if you want to. E-bikers equipment was well maintained, E-bikers management take customer service seriously as well. Dont hesitate to choose these guys.” Customer: Onno Maliepaard. Tour: Helsinki Overnight Escape 2 days

“In our opinion, Happy eBikers executed this tour successfully in all aspects. Service was excellent. E-bikes were almost new and perfectly fitted with bags, bottles, tools, etc. We only needed our own clothes. Also the GPS navigator was included in the price and we never lost our way. We can recommend Happy eBikers without any doubt”. Customers: Mikko Meronen, Ahti Honkanen, Esko Maaranen. Tour: Andalucia 6 days

“We were already familiar with the Spanish nature through hiking, but we had never tried electrically assisted mountain bikes before. We were a bit nervous about how it would be to ride them but were actually very pleasantly surprised. It was so easy! Merja even said the e-bike was better fitting to her than her own bike. All equipment functioned perfectly and Happy eBikers service was top notch. We will surely book a new tour with them.” Customers: Martti & Merja Harju. Tour: Andalucia 6 days

“For our 10th wedding anniversary my husband and I wanted to bike through the Aland islands as a break from our digitized hectic lives. We were excited to find Happy eBikers online and began corresponding with Matti who tailored a trip to our specifications. Having never been to Finland or Sweden and no longer bike commuting (ie not in great shape) we were a bit apprehensive. Our worries were completely unfounded as we had a fantastic time for 9 days biking and taking the ferries surrounded by pristine island views. We enjoyed staying with friendly hosts in cabins, cottages and hotels; many of whom went out of their way to make our stay special. The electric mountain bikes were very stable, made all the difference on the hills, and definitely helped cover the distance with plenty of time to spare. Matti was meticulous in following our itinerary and calling ahead for lodgings, to book ferries, etc. All in all we would highly recommend a trip with Matti / Tiina whose GPS and thorough planning made us feel like we were seeing the archipelago like the locals.” Customers: Shirley Li & David Matson. Tour: Archipelago 9 days

“We got to sense the powerful scents of spring as well as observe the birds and other animals. It was great to cycle amidst orchards and olive groves and observe the daily lives of farmers. We regard ourselves as experienced travelers but this tour was certainly a memorable and fun experience.” Customers: Jukkapekka Jousimaa & Co. Tour: Andalucia 6 days 

“I own an electric mountain bike myself and was eagerly looking forward to the Andalusian mountains. And I wasn’t disappointed. All equipment and the Focus e-mtb functioned exceptionally on the, at times a bit demanding, tour. However it was the nature that really made a lasting impression on me. For long I had wanted to visit the Spanish nature parks. Especially on the small forest roads it was nice to stop and enjoy the greenery.” Customer: Olli-Pekka Koivunen. Tour: Andalucia 6 days

“I was a bit hesitant going on this tour alone, but everything turned out great! Matti took very good care of me and was always there to answer the phone in case I had questions about the route or the hotels. E-bike and other equipment was top quality and I really fell in love with the bike; I was seriously thinking of buying it after the tour!” Customer: Pirkkuliis Ylitalo. Tour: Andalucia 6 days

Riding an E-Bike
  • It’s an exhilarating experience to ride an e-bike. And it’s easy. Below you can find some tips & tricks to get the most out of your tour.
  • When you get to your hotel, detach the battery from the bike, take it to your room and start charging it. This is important. If you forget, the next day will be hard.
  • Never drop the battery. Carry it like it was a baby.
  • Our e-bikes are not “throttle only”. You need to use your legs and work together with the motor. There are four levels of support, from “Eco” to “Turbo”.
  • It is possible to ride the bikes with the motor off. On even ground this is quite ok, but in the hills you will feel the weight of the bike.
  • You should use the gears as you would on a normal bike. Start on a small gear. This will conserve the energy reserves in the battery. Keep your cadence up.
  • Finally, there are many factors that influence battery life. Rider weight, assistance level, baggage, wind, tire pressure, road conditions, etc. That’s why it’s impossible to say exactly how many kilometers of assistance you will get from the motor. In difficult mountains maybe 40km, and on level road with some tailwind maybe 120km. Keep an eye on the computer, it will give you a rough estimate.
What to pack?

When the sun is shining you probably won’t need much else than shorts and a t-shirt. But when it rains or you are riding in mountain regions, it can get chilly.

  • Waterproof jacket is a must
  • Water/windproof trousers are optional, unless it’s really cold
  • Rain ponchos are not very useful, they are difficult to use in high winds
  • A bandanna is good for shielding your neck/head against the sun
  • Padded biking gloves will give some extra comfort
  • Padded underwear or biking shorts will keep your sit bones happy
  • Sunglasses
  • Sun cream
  • Comfortable shoes
Technical support levels

We want you to have a relaxing e-bike tour. That’s why we offer technical support, if you have problems with your bike. However, we strongly recommend that everyone buying a tour that lasts for several days knows how to fix a flat tire.

In case of illness or injury, we will inform you of nearest medical facility, or use our car to transport you to such facility.

Please find below our support levels:

Level A

Full support on guided tours. This means that your guide will fix your bike.

Level B

We will drive our car to your position and fix your bike. This will usually take 2-3 hours. If needed (eg. it is very late), we can then drive you to your next hotel.

Level C

Distance based cost. We will drive our car to your position and fix your bike. You will pay us according to distance we have driven from our base to your position.

0-50 km = no cost

50 -100 km = 100 eur

100 -300 km = 150 eur

This will take several hours.

We might also use local subcontractors to help you. Or we will advise you to take a taxi to local mechanic.

If the technical malfunction is clearly not related to usage of bike (eg. seized bearings, cracked frame, or such), we will not charge you.

If needed (eg. it is very late), we can then drive you to your next hotel.

NOTE: On some tours, we use tracks or paths for small sections of route. In case of a technical problem during these sections, you are required to push the bike to the closest road.

Happy eBikers terms and conditions

Happy eBikers = ”operator”

Happy eBikers is a registered (reg.no. 1303/16/Mj) package travel agency under the supervision of the Finnish Competition and Consumer Authority. Happy eBikers has given the required security, which will cover customers’ payments in case of bankruptcy or such.

Happy eBikers applies the General Terms for Package Travel negotiated between The Association of Finnish Travel Agents and the Finnish Competition and Consumer Authority. In addition to these terms, we apply the terms here below.

In case the below terms contradict with General Terms, the former will be used.

Customer’s responsibilities before travel

  • Get appropriate travel documents
  • Get insurance (we recommend getting insurance with cancellation coverage)
  • Get appropriate inoculations and medicines
  • Get all needed gear for tour (apart from the gear the operator has specifically stated to be included in the package)
  • Assess one’s health and fitness and the suitability of those to the tour in question
  • Operator is not responsible for any problems due to customer’s neglect of above responsibilities

Booking of tour 

  • Tours must be booked through happyebikers.com website
  • Tours cannot be booked if there are less than 3 days to start of tour (exception: tours without accommodation)

Paying for tour 

  • Customer will receive by email an invoice and a link to our payment platform
  • The payment shall be carried out primarily through our payment platform
  • If customer decides to pay in some other way, he is obliged to inform the operator by email at info@happyebikers.com
  • Customer understands that not paying through our payment platform might slow down the delivery process
  • If tour is booked when there are 30 days or less to start of tour, payment must be done through our payment platform 

Payment schedule 

  • Day tours shall be paid immediately after the operator has confirmed the booking by email
  • Multi-day tours: Booking fee of 80 eur per person shall be paid immediately after the operator has confirmed the booking by email.
  • Contractual obligations bind, in addition to the booker himself, also all other persons included in the booking
  • Final payment shall be paid no later than 30 days before start of tour
  • If there are less than 45 days to the start of tour, total sum shall be paid at once 

Included in price 

  • E-bike and gear mentioned on our website
  • Insurance for bikes and related equipment, with client excess of 500 eur per client.
  • GPS navigator
  • Pre-planned route
  • Accommodation
  • Phone support
  • Technical support: as mentioned in tour packages 

Not included in price 

  • Plane tickets
  • Other transportation tickets (if not otherwise stated in tour packages)
  • Personal insurances
  • Visas
  • Other travel documents
  • Transport of luggage
  • Transfers
  • Guide services (if not otherwise stated in tour packages)
  • Meals (breakfasts are usually included)
  • Drinks 

Responsibility 

  • Customer takes part in our tours at his own risk
  • Customers under age 18 can only take part when supervised by a competent adult 

Tour contract, passport, credit card 

  • Before starting the tour, customer must read, accept and sign a tour contract which states his responsibilities and liabilities
  • Customer must present a valid proof of identity, such as an original passport
  • Customer must present a credit card (the details will be copied). Exception: day tours. 

Luggage 

  • Customer has total responsibility for his luggage under whole tour
  • Customer will transport his luggage on the rack of his bike
  • Operator is not liable for damaged, lost or stolen luggage 

Cancellations and modifications before tour 

  • If we have not received payment in our bank account within 7 days of payment deadline, we have the right to cancel the tour
  • If booking is done when there are 21 days or less to start of tour, payment must be in our bank account within 24 hours of the moment we sent the email containing the payment link. If this is not the case, we have the right to cancel the tour
  • Operator has the right to change the route and accommodation, so long as this does not significantly affect the nature of the tour
  • Operator has the right to cancel the tour, when weather conditions so dictate. Customer will then be offered a similar tour or payments will be returned
  • Customer has the following rights of cancellation, when days to start of tour are:
    • More than 30 days: we will charge booking fee or at least office fee (80 eur)
    • 30-21 days: we will charge 25% of tour price or at least office fee
    • 20-8 days: we will charge 50% of tour price or at least office fee
    • 7-0 days or “no show”: we will charge 100% of tour price
  • Cancellation day is the day we receive notice of cancellation
  • Customer must inform us of cancellation without delay
  • Changing the number of participants in the booking to smaller is considered a cancellation and thus the above-mentioned customer’s cancellation rights and percentages will be applied
  • Customer has the right to cancel the tour and get full refund in case the tour date or content is changed substantially
  • Customer has the right to cancel the tour and get partial refund (as per above percentages), if he is affected by an unexpected and serious incident. Proof of this must be presented immediately
  • Customer has the right to change the starting date of tour at latest 30 days before start of tour, provided this is possible with regards to accommodation and bike capacity
  • Customer has the right to transfer his booked tour to another person, in case this person is qualified to participate on the tour
  • Changes asked by customer are not always possible to carry out and operator has no responsibility to carry them out
  • Customer will be charged a 80 eur office fee for implemented changes to tour 

Flights 

  • Customer buys his own flight tickets
  • Customer is responsible for carefully checking the flight schedules
  • Operator has no liability for costs which result from flight related problems 

Other modes of transportation 

  • Customer buys his own transportation tickets, unless otherwise stated in tour package description
  • Customer is responsible for carefully checking the timetables
  • Operator has no liability for costs which result from public transportation problems 

Delays 

  • Operator has no liability for costs which result from customer being late 

Physical condition and driving a bicycle 

  • Customer has full responsibility for not booking a too demanding tour for himself
  • Customer understands that accidents may happen while driving a bicycle
  • Driving our bicycles under the influence of alcohol or drugs is forbidden 

Broken/lost/stolen bicycles and materials 

  • Customer is responsible for locking our bicycle to a solid object
  • Customer is responsible for removing theft-prone parts (eg. battery, GPS) from the bicycle for night time
  • Customer understands that he is liable for all costs (up to excess, 500 EUR) which result from broken/lost/stolen bicycles, any of its parts or other material belonging to operator 

Fixing the bicycle 

  • Operator will provide technical support as stated in the tour packages
  • Customer understands that it may take some time before technical support is available
  • Customer is strongly encouraged to learn the skill of fixing a punctured tire and broken chain 

Accommodation 

  • Operator uses accommodation which represents middle standard 

Communications 

  • Customer is responsible for giving up-to-date contact details, so he can be reached during tour
  • Phone should be kept open and charged
  • Operator offers phone support 

Behaviour 

  • Customer is responsible for complying with local laws, regulations and manners 

Advise and guidelines 

  • Operator will advise the customer to the best of his ability
  • Customer is responsible for obeying operators advise and reading all guidelines in the operator’s website
  • Operator has no liability for costs which result from customer not obeying operator’s advise
  • Customer is liable for all costs and damages which result from customer not obeying operator’s advice and guidelines 

Accidents and illness 

  • In case of accident or illness, operator is responsible for helping the customer, for example informing him of nearest hospital or doctor
  • Customer must compensate for expenses of operator’s assistance
  • Operator has no responsibility for customer’s illness or accident. These include traffic accidents, falling, acts of violence, strain injuries, accidents caused by technical malfunctions, acute illnesses or worsening of chronic illnesses
  • Customer is liable for all accident and illness related costs, and thus we recommend getting a good insurance coverage 

Cancellation of on-going tour 

  • Operator has the right to cancel a tour, if:
    • Customer is under influence of alcohol or drugs
    • Customer has mental problems
    • Customer is clearly not capable of driving a bicycle safely
    • Customer is over the weight limit of operator’s bicycles
    • Customer does not properly take care of operator’s material, bicycles, etc.
    • Customer does not obey operator’s advice
    • Customer suffers from repetitive technical malfunctions which require attendance from operator
    • Above mentioned reasons do not entitle the customer for compensations or payment returns
  • Customer has the right to cancel a tour, if:
    • Content of tour is clearly something other than was agreed. In this case customer is entitled to full refund
    • Customer feels that he does not want to continue the tour, for example because of injury or lack of motivation. In this case customer is not entitled to refund

Force Majeure

  • Tour might be cancelled because of war, natural disaster or abnormally bad weather
  • In this case customer is not entitled to refunds

Right to change equipment

  • Operator has the right to change equipment (bikes, bags, GPS, etc.) so long as this does not significantly affect the nature of the tour

Complaints 

  • Errors and defects should be brought to attention at once, so they can be amended already during tour
  • Claims must be given in writing no later than 2 months from end of tour 

Disputes 

 

General terms and conditions for package travel

In case these general conditions contradict with Happy eBikers terms, the latter will be used.

These terms and conditions have been agreed between the Association of Finnish Travel Agents and the Finnish Consumer Ombudsman. These terms and conditions apply to contracts concluded on or after 1July 2018. These terms and conditions are based on the mandatory provisions of Directive (EU) 2015/2302 of the European Parliament and of the Council on package travel and linked travel arrangements and the Finnish Act on Travel Service Combinations (901/2017).

  1. Scope

1.1. General terms and conditions for package travel

These terms and conditions apply to packages that cover a period of at least 24 hours or include overnight accommodation and are purchased primarily for private purposes, combining at least two of the following types of travel services: 1) carriage of passengers, 2) accommodation, 3) rental of cars or other motor vehicles within the meaning of Section2(3) of the Act on Travel Service Combinations, such as motorcycles requiring a Category A driving licence or self-propelled vehicles with at least four wheels and a design speed of more than 25km/h, or one of the above in combination with 4) any other essential tourist service, provided that the package is sold or marketed in Finland. Accommodation also includes a few weeks’ stay with a host family in connection with a language course, for example, although not in connection with a long-term exchange programme.

 1.2. Additional terms and conditions

 The organiser has the right to supplement and add more details to the general terms and conditions of package travel, provided that the additional terms and conditions are not to the detriment of the traveller or in conflict with these general terms and conditions.

 1.3. Special terms and conditions

 The organiser has the right to introduce special terms and conditions that deviate from these terms and conditions if the introduction of special terms and conditions can be justified due to the special nature of the trip, special regulations concerning the form of transport (such as the terms and conditions applicable to booking and paying for scheduled flights), special terms and conditions applicable to accommodation resulting from the special nature of the trip or special conditions at the destination. Any such special terms and conditions must not be in conflict with the provisions of the Act on Travel Service Combinations to the detriment of the traveller.

 The organiser who applies special terms and conditions in the event of cancellations and charges the traveller for the actual costs of cancellations on that basis must, if requested by the traveller, provide an account of how the costs are split between the various components of the trip.

  1. Package travel contracts and responsibility for delivering on contracts

2.1. Responsibility for delivering on contracts

 The organiser is responsible for ensuring that the travel package delivers what has been agreed with the traveller. The organiser is also responsible for any services they procure from service providers in order to deliver on the contract (such as transport operators and hotels).

 The retailer is responsible for the information they provide to the traveller and for delivering on the contract in the same way as the organiser, if the organiser is based outside the European Economic Area and the retailer cannot provide evidence of the organiser delivering on these responsibilities.

 Prior to concluding the contract, the traveller must be given information on whether the organiser or the retailer has provided a security as referred to in the Finnish Act on Providers of Travel Service Combinations (921/2017) and whether the security covers the trip in question.

 The traveller can report breaches of contract pursuant to these terms and conditions by contacting either the organiser or the retailer.

 The complaints procedure is laid down in Section12.4.

 2.2. Content of contracts

 Each trip must include the services and arrangements that have been agreed between the traveller and the organiser. The contract must cover all the terms and conditions supplied in writing or electronically before the conclusion of the contract, the standard information form and other information concerning the trip required under the Act on Travel Service Combinations(in Finnish) and the Decree on Information to Be Provided to Travellers on Travel Service Combinations(in Finnish).

 2.3. Travel documents and travel insurance

 The organiser must provide the traveller with general information about the passport and visa requirements of the destination country prior to concluding the contract, including the average processing time for visa applications.

 The traveller is responsible for observing the organiser’s instructions and ensuring that they have the necessary documents for their trip (e.g. passport, visa, vaccination certificates) and that these documents and tickets are correct and match each other. The traveller is also responsible for checking transport timetables. As long as the organiser has provided all the necessary information, they cannot be held liable for any loss incurred by the traveller if the traveller is unable to participate in all or part of the trip due to inadequate travel documents (e.g. a damaged passport) or not having or being denied a visa.

 The organiser cannot be held liable for any voluntary insurance that the traveller may need for the trip. Instead, the traveller is responsible for obtaining insurance themself and for ensuring that it covers what is needed in the event of cancellations, for example. To this end, the organiser shall instruct the traveller to obtain sufficient insurance to cover accidents and property damage as well as cancellations.

 2.4. Potential safety risks at the destination

 The organiser must inform the traveller of any special risks relating to the trip and the general health regulations in force in the destination country prior to the trip. The traveller is responsible for obtaining any advice specific to their personal health concerns themself. The traveller must be provided with instructions in the event of an illness, an accident or another similar event.

 The safety of the traveller while abroad is primarily the responsibility of the traveller themself and the authorities of the country in question. The traveller must take local conditions into consideration in their actions.

 Key information about the safety and other characteristics of specific travel destinations is available on the websites of the Finnish Ministry for Foreign Affairs and the National Institute for Health and Welfare at www.um.fi and www.thl.fi. The traveller must read the information in order to familiarise themself with local conditions at the destination.

 2.5. The organiser’s obligation to provide assistance

 If the traveller falls ill, has an accident, becomes a victim of a crime or suffers other losses during the trip, the organiser must provide the traveller with information on health services, local authorities and consular assistance as well as access to a means of distance communication and help the traveller to make alternative travel arrangements and provide other necessary assistance without undue delay. The traveller will bear the costs of these and any other special arrangements required by the circumstances (such as new transport, additional nights in a hotel and any additional costs incurred by the organiser) that the organiser makes to accommodate the traveller’s situation. If a situation such as that referred to in Section10.1.b) arises during a trip, the organiser must provide the traveller with appropriate assistance and take any reasonable steps to limit the traveller’s losses and inconvenience.

 The organiser has the right to charge a reasonable fee for any such assistance provided, if the traveller has caused the situation intentionally or through negligence. However, the fee must not exceed the actual costs incurred by the organiser from providing the assistance.

 An organiser who does not have local staff available to assist travellers at the destination must provide the traveller, prior to the trip, with the name and contact details of the local representative of the organiser or retailer, or similar information about local points of contact that the traveller can turn to for assistance. In the absence of such representative or point of contact, the traveller must be given information on how they can contact the organiser or retailer if necessary.

 2.6. The traveller’s responsibilities

 2.6.1. The traveller must observe any instructions and orders regarding the execution of the trip, given by the authorities, the organiser or the organiser’s representatives, as well as any applicable hotel and transportation rules.

 2.6.2. The traveller must not disturb other travellers by their conduct. A traveller who fails to observe these responsibilities risk losing their place on the trip or being repatriated prematurely. Such travellers will not be entitled to a refund and they will bear all the costs of their return journey.

 2.6.3. The traveller is liable for any damage they cause intentionally or through negligence to the organiser or third parties, for example, by violating the provisions of Sections2.6.1. and 2.6.2.

 2.6.4. The traveller must provide the organiser with contact details where they may be contacted before and during the trip.

 2.6.5. A representative of a traveller group must provide their group with all the information and documents required for the trip and the organiser with all necessary information and documents concerning the travellers. The organiser is deemed to have satisfied their duty to provide information by making the information concerning the trip available to the group’s representative and do not need to provide the information to each individual traveller separately.

 A representative of a traveller group can make changes to the group’s bookings alone or together with the individual traveller requesting the changes.

 2.6.6. The traveller or the representative of a traveller group is responsible for the accuracy of the information they provide to the organiser, such as the timing of the trip, the name/s, date/s of birth and other personal details of the traveller/s or any special requirements, and for providing the information on time. The organiser cannot be held liable for any losses resulting from inaccurate or incomplete information having been provided by the traveller or the representative of a traveller group.

 2.6.7. The traveller may be held liable for any consequences and/or costs incurred from their use of the services or components included in the package in a manner that violates the package travel contract. For example, failure to use all or part of any transport services included in the package may cause the traveller to lose their right to some or all remaining services.

  1. Conclusion of the contract and payment

3.1. The contract becomes binding once the initial payment is made to the organiser by the given due date.

 3.2. The total price of the package must be paid by the due date given by the organiser or by another agreed due date. Provided that they pay for the package, the traveller is entitled to receive their tickets and other documents relating to their trip well in advance of the trip.

  1. The traveller’s right to cancel the booking before the start of the trip

The traveller has the right to cancel their booking at any time before the start of the trip. In such circumstances, the organiser has the right to charge a cancellation fee as follows:

4.1.

  1. a) Administrative costs as agreed, if a booking is cancelled at least 45 days before the start of the trip
  1. b) A booking fee, if a booking is cancelled less than 45 days but at least 21 days before the start of the trip
  1. c) 50% of the price of the package, if a booking is cancelled less than 21 days but at least seven days before the start of the trip
  1. d) 75% of the price of the package, if a booking is cancelled less than seven days but at least three days before the start of the trip
  1. e) 95% of the price of the package, if a booking is cancelled less than three days before the start of the trip.

4.2. If the price of a package is based on two or more travellers sharing a room or an apartment and one of the travellers cancels their booking, the organiser has the right to charge for the cancellation as per Section4.1 as well as for any costs incurred from the accommodation not being used in full. Liability for the aforementioned costs will be shared between the traveller who cancels their booking and the other travellers in the group. The organiser and the travelling entourage can agree to deviate from the above by finding accommodation that is more suitable for the remaining travellers, in which case the travellers attending the trip will bear any additional costs incurred.

4.3. A travellers who fails to show up for their trip at the appointed time without cancelling their booking or is unable to attend the trip due to missing documents for which the traveller is responsible, such as their passport, visa, proof of identity or vaccination certificate, will not be entitled to a refund.

4.4. Cancellation costs may differ from those listed in Section4.1., in the case of a trip subject to special terms and conditions (Section1.3.). In such circumstances, the special terms and conditions must specify the cancellation costs or how such cancellation costs will be calculated.

  1. The traveller’s right to cancel their booking before the start of the trip due to changes made by the organiser or conditions at the destination

5.1. The traveller has the right to cancel their booking if

  1. a) the organiser makes substantial changes to the travel arrangements. Substantial changes include, for example, a change in transportation that results in a considerably longer travel time, changes to departure and arrival times that cause considerable inconvenience or extra costs to the traveller, for example, due to having to rearrange their transport or accommodation, a daytime flight being replaced by a night-time flight (an afternoon arrival time is replaced by an arrival time after midnight), a change of destination or a change that significantly decreases the standard of accommodation, as well as substantial changes in the nature of the trip, such as a trip having been advertised as accessible for disabled passengers not turning out to be so; or
  1. b) they have reason to believe that the organiser’s ability to perform the trip as agreed has been significantly compromised after the conclusion of the contract due to war having broken out at the destination or in its vicinity or other serious security issues, such as terrorism or a natural disaster such as flooding, an earthquake or weather conditions, workers’ strikes, significant risks to human health, such as the outbreak of a serious disease at the destination, or other similar circumstances, or if the trip cannot be run without endangering the traveller’s health or life for some other unexpected reason.

The traveller’s right to cancel the booking depends on the official view of Finnish authorities on the situation or official reporting by a Finnish mission, for example; or

  1. c) the dates or times of the trip change

by more than 24 hours in the case of trips lasting at least seven days

by more than 12 hours in the case of trips lasting between two and six days

the traveller’s right to cancel trips lasting less than two days is assessed case by case; or

  1. d) they have strong reason to believe that the organiser will otherwise fail to deliver on some essential element of the contract.

5.2.The organiser must inform the traveller of any changes by means of a durable medium, and the notice must explain what changes the organiser intends to make, whether the changes will affect the standard of the package or lower its value, the amount of any discount given to the traveller due to the changes and whether the changes entitle the traveller to cancel their booking.

 

5.3. A traveller who wishes to cancel their booking must communicate their wish to the organiser without undue delay. A traveller who does not inform the organiser of their wish to cancel their booking by a reasonable deadline, given in the notice of changes, is deemed to have accepted the proposed changes.

5.4. The traveller’s right to cancel their booking due to price increases is established in Section8.3.

5.5. A traveller who cancels their booking in the aforementioned circumstances is entitled to a refund of the price of the package without undue delay and in any case within 14 days of the cancellation. However, a cancellation fee will be charged if the traveller was aware of the circumstances referred to in Section 5.1.b) when the contract was concluded.

A travellers who cancels their booking due to the reasons listed in Sections5.1.a), 5.1.c) or 5.1.d) is also entitled to compensation for any amounts they have spent on the trip that have become worthless due to the cancellation unless the changes are due to circumstances that are beyond the organiser’s or their subcontractors’ control.

  1. The traveller’s right to interrupt the trip and terminate the contract during the trip

6.1. The traveller has the right to interrupt the trip if

  1. a) the performance of the travel arrangements is faulty to the point that the trip does not satisfy its original purpose; or
  1. b) a situation referred to in Section5.1.b) arises during the trip and the traveller was not aware of the conditions at the destination when the contract was concluded.

6.2. A traveller who interrupts their trip or terminates the contract is entitled to a refund of the price of the package and any other payments made to the organiser. Any services provided by the organiser that have benefited the traveller (e.g. any portions of a trip consisting of several parts, any meals served during the trip or tickets used by the traveller) will be taken into account when calculating the refund.

6.3. If necessary, the organiser must arrange and pay for the return journey of any traveller who wishes to terminate the contract on the grounds of Section6.1.a). In such circumstances, the traveller must be able to return home using the same form of transport as originally agreed and to the same location from which they departed or another location as agreed.

6.4. A traveller who wishes to interrupt their trip due to the circumstances referred to in Section6.1.b) and whom the organiser fails to assist in arranging their return journey pursuant to Section2.5 have the right to make their own arrangements. However, in such circumstances, the traveller must strive to limit the costs and other losses to be borne by the organiser.

6.5. The traveller’s right to compensation is discussed in Section16.

  1. The traveller’s right to request changes to the contract and transfer the package to another traveller

7.1. The travellers has the right to change the departure date, destination or hotel up to 45 days before the start of the trip by paying any difference between the original package and the new package as well as administrative expenses. The organiser has the right to treat any changes made closer to the start of a traveller’s trip as a cancellation and a new booking.

7.2. The traveller has the right to make changes to passenger details on their booking or transfer the package to another person as long as the other person satisfies the terms and conditions of the package.

The organiser must be notified of any such changes in passenger details at least seven days before the start of the trip. Changes may also be made closer to the start of the trip if this does not cause unreasonable inconvenience to the organiser.

The organiser has the right to reasonable compensation for any actions they must take due to the changes. Unless otherwise stated in the organiser’s additional terms and conditions, the amount of compensation will be based on the administrative costs incurred. Alternatively, Section4.2. may be applied. Liability for the costs of the package and for the compensation payment to the organiser will be shared between the original traveller and the person travelling instead.

  1. Changes to prices

8.1. The organiser has the right to increase the price of the package and a duty to lower the price after the conclusion of the contract on the following grounds:

  1. a) Changes in transport costs due to fuel and other energy prices; or
  1. b) Changes in taxes or third-party charges that affect the price of the package, such as airport or seaport charges or taxes in the destination country or city. Both domestic taxes and charges and taxes and charges levied by the authorities of the destination country are taken into account; or
  1. c) Changes in currency exchange rates that affect the price of the package, determined on the basis of the exchange rate in force six weeks before the start of the trip. The reference exchange rate is the rate that the organiser has given as the basis for their prices. If the exchange rate on which prices are based has not been specified, the reference exchange rate is the rate of the day when the contract was concluded.

8.2. Price increases must not exceed the increase in costs.

The organiser must inform the traveller of the new price as soon as possible and provide an explanation for why the price has changed and identify the components of the package affected by the change.

The traveller must be informed of the price increase by means of a durable medium at least 20 days before the start of their trip.

8.3. If the price of a traveller’s package is increased by more than 8% calculated as referred to in Section8.2. after the conclusion of the contract, the traveller has the right to terminate the contract. The traveller must notify the organiser of their wish to terminate the contract by a reasonable deadline given by the organiser or, if no deadline has been set, within seven days of the traveller receiving notice of the price increase. Notices sent electronically are deemed to have been received on the day they were sent. If no other evidence can be presented of the date on which a communication was received, notices sent by post are deemed to have been received on the seventh day after they were sent.

A traveller who cancels their contract is entitled to be refunded any amounts they have paid without undue delay and in any case within 14 days of the cancellation. The traveller’s right to compensation is laid down in Section 16.

8.4. The organiser must reimburse the traveller for any decrease in the cost of the package due to the circumstances referred to in Sections8.1.a)–8.1.c) before the start of the trip. The organiser has the right to deduct any administrative costs incurred from the refund.

  1. Changes to the package travel contract introduced by the organiser

9.1.The traveller is not entitled to cancel their contract or to receive a price reduction or compensation in the event that the organiser introduces minor changes to the package travel contract before the start of the trip. Minor changes include changes that the traveller can reasonably be expected to have foreseen due to the nature of the destination or the trip, such as the cancellation of one excursion, if the package includes several excursions.

9.2. Changes introduced by the organiser that entitle the traveller to cancel their trip are listed in Section5.1.

9.3. The traveller has a duty to pay the price of the package and any other agreed charges if the changes introduced by the organiser are not minor pursuant to Section9.1. or such that entitle the traveller to cancel the trip pursuant to Section 9.2. However, the provisions laid down in Sections15 and 16 on the traveller’s right to a price reduction and compensation apply.

9.4. The organiser must inform the traveller of any changes by means of a durable medium in a clear, comprehensible and prominent manner.

9.5. Instead of cancelling a trip or a series of trips due to low demand, the organiser has the right to run the trip by changing the form of transport, route and/or timetable as long as these changes do not significantly affect the nature of the trip. The traveller must be informed of such changes

at least 20 days before the start of the trip in the case of trips lasting more than six days;

at least seven days before the start of the trip in the case of trips lasting between two and six days;

at least 48 hours before the start of the trip in the case of trips lasting less than two days.

The aforementioned changes may entitle the traveller to a price reduction and/or compensation pursuant to Sections15 and 16.

  1. The organiser’s right to cancel or interrupt a trip

10.1. The organiser has the right to cancel a trip if

  1. a) not enough people have signed up for the trip and the organiser has specified that the performance of the trip is subject to demand in the documentation provided to the traveller beforehand (e.g. the programme or other documentation). A minimum number of participants can be set for individual trips or series of trips to a particular destination. The traveller must be informed of such cancellations

at least 20 days before the start of the trip in the case of trips lasting more than six days;

at least seven days before the start of the trip in the case of trips lasting between two and six days;

at least 48 hours before the start of the trip in the case of trips lasting less than two days.

  1. b) the organiser’s ability to perform the trip as agreed has been significantly compromised after the conclusion of the contract due to war having broken out at the destination or in its vicinity or other serious security issues, such as terrorism or a natural disaster such as flooding, an earthquake or weather conditions, workers’ strikes, significant risks to human health, such as the outbreak of a serious disease at the destination, or other similar circumstances, or if the trip cannot be run without endangering the traveller’s health or life for some other unexpected reason. Such reasons also include interruptions in the supply of essential services, such as electricity or water, at the destination due to a natural disaster or workers’ strike, for example.

The traveller must be informed of such cancellations as soon as possible.

10.2. If circumstances such as referred to in Section10.1.b) arise during a trip, the organiser has the right to interrupt the trip and make any other necessary changes to the programme. In such circumstances, the organiser must after their return home reimburse the traveller without delay for the price paid for any components of their package that were not delivered.

10.3. An organiser who cancels a trip must refund the traveller within 14 days of the cancellation.

  1. The organiser’s right to terminate a contract

The organiser has the right to terminate a traveller’s contract if the traveller fails to pay for all or part of their package by the agreed due date. The due date must be reasonable. The document in which the due date is specified must explain the organiser’s right to terminate the contract on the grounds of non-payment.

  1. Breach of contract and complaints

12.1. The organiser is deemed to be in breach of contract if

  1. a) the services or other arrangements associated with a trip do not correspond to what has been agreed or what can be deemed to have been agreed; or
  1. b) they fail to provide the traveller with all the information required under the Act on Travel Service Combinations concerning the terms and conditions applicable to the trip, the contents of the package, the necessary travel documents, applicable health regulations, transport links and timetables as well as other necessary information such as instructions in the event that a traveller falls ill, has an accident or encounters other similar difficulty and this can be deemed to have affected the traveller’s decision-making process; or
  1. c) they fail to provide assistance pursuant to Section2.5.

12.2. The traveller must be prepared for reasonable changes to transport timetables. Changes to transport timetables that do not result in a traveller’s stay at the destination being shortened or lengthened by more than four hours in the case of trips lasting between two and five days, by more than five hours in the case of trips lasting between five and eight days or by more than eight hours in the case of trips lasting more than eight days do not constitute a breach of contract. In the case of trips lasting less than two days, what constitutes a breach of contract is assessed case by case.

12.3. A traveller failing to take advantage of some or all of the transport or other services included in the package does not constitute a breach of contract on the part of the organiser.

12.4. Complaints

A traveller wishing to complain about a breach of contract by the organiser after the trip must notify the organiser or the retailer of their complaint within a reasonable period of time from when they notice or should have noticed the breach. A traveller who notices a breach of contract that can be remedied during the trip must alert the organiser or retailer as soon as possible.

Unless the breach of contract requires immediate remedial action, the traveller must allow a reasonable period of time for the breach to be rectified. What constitutes a reasonable period of time depends on the duration of the trip, the destination and other factors relating to the nature of the trip.

However, the above does not prevent the traveller from filing a complaint if the organiser or a trader used by the organiser for assistance in delivering on the contract has acted with gross negligence or in bad faith.

  1. Rectifying breaches of contract

13.1. The organiser must rectify any breaches of contract immediately or, if immediate remedial action is not necessary, by a reasonable deadline set by the traveller and in a manner, that does not result in the traveller incurring any costs or major inconvenience. What constitutes a reasonable deadline for rectifying breaches of contract depends on the nature of the breach and its effect on the traveller as well as the organiser’s possibilities of rectifying the breach.

The traveller may be entitled to a price reduction covering the duration of the breach pursuant to Section15 and to compensation pursuant to Section16 despite the organiser’s remedial action.

13.2. The organiser cannot be expected to rectify a breach of contract if remedial action is impossible or would result in the organiser incurring unreasonable costs. What constitutes unreasonable costs depends on the scale of the breach and the value of the affected travel services.

If the organiser decides not to rectify a breach of contract or fails to take immediate remedial action if immediate remedial action is required or fails to rectify the breach by the deadline set by the traveller, the traveller has the right to take action themselves. In such circumstances, the traveller is entitled to be reimbursed for any costs incurred from the remedial action taken.

The organiser is not required to reimburse the traveller for costs incurred by them from rectifying a breach of contract by the organiser if the costs are unreasonable. An organiser who refuses to rectify a breach of contract pursuant to this section has a duty to provide the affected traveller with a price reduction and compensation pursuant to Sections15 and 16.

  1. Provision of alternative services during a trip

If a significant portion of travel services included in a traveller’s package cannot be provided as agreed during a trip, the organiser must make alternative arrangements to complement the package without the traveller incurring any additional costs. Such alternative services must, where possible, be of at least the same standard as the agreed travel services. The organiser’s duty to make alternative arrangements also applies in cases where a traveller cannot be returned to their original departure location as agreed.

If the alternative arrangements lower the value of the package compared to what was agreed in the package travel contract, the organiser must give the traveller an appropriate price reduction.

The traveller has the right to turn down any alternative arrangements offered if they differ considerably from what was agreed in the package travel contract or if the price reduction offered by the organiser is not proportionate to the impact of the change. A traveller who exercises their right to turn down alternative arrangements or to whom no alternative arrangements can be offered has the right to an appropriate price reduction and compensation even if they do not terminate the contract. If the traveller’s package includes a return journey home, the organiser must arrange for the traveller to be repatriated in the manner agreed in the contract without undue delay and without the traveller incurring any additional costs.

A traveller who turns down alternative arrangements offered by the organiser without a justifiable reason as referred to above will not be entitled to compensation or a price reduction.

  1. Price reduction

If an organiser fails to rectify a breach of contract without delay or if the breach cannot be remedied, the traveller is entitled to a price reduction proportionate to the impact of the breach unless the organiser can prove that the breach was caused by the traveller.

No price reduction is necessary if the breach only has a minor impact considering the entire package. The price reduction depends on the total price of the package rather than the price of the individual service affected by the breach. The traveller’s personal needs and any special wishes expressed in connection with concluding the contract can also be taken into account when assessing the impact of the breach.

  1. Compensation

16.1. The traveller is entitled to compensation for any losses incurred by them because of a breach of contract by the organiser. The organiser must pay the compensation without undue delay.

However, the right to compensation is lost if the organiser can demonstrate that

the breach of contract was due to the traveller;

the breach was due to third parties who are unrelated to the provision of travel services and it could not reasonably have been foreseen or prevented;

the breach was due to the kinds of unavoidable and extraordinary circumstances referred to in Section16.9.

16.2. The traveller can be compensated, for example, for any additional costs incurred by them due to a breach of contract and for any amounts they have spent on their trip that have become worthless as well as any loss of income due to a delayed return home, additional costs incurred from having to arrange additional overnight accommodation as well as any loss of enjoyment from the holiday or trip. Compensation for the loss of enjoyment will only be paid in the case of a serious breach of contract by the organiser.

16.3. The traveller is entitled to compensation for the loss of their luggage, if the traveller not having access to their luggage must be deemed to have inconvenienced them, considering the length of the delay and other circumstances.

16.4. The traveller must take any reasonable steps to mitigate their losses. The organiser cannot be held liable for losses resulting from the traveller’s own actions.

16.5. Compensation in the event of losses incurred during transport by air, sea or rail will be calculated based on the rules or contracts applied by the transport operator to their services. The organiser’s liability for damages in the context of transport is gov erned by the applicable provisions of the Finnish Maritime Act (674/1994) or Regulation (EC) No 392/2009 of the European Parliament and of the Council on the liability of carriers of passengers by sea in the event of accidents, the Finnish Act on Transport by Air (289/1937), the Finnish Act on Air Transport Contracts (45/1977), the Finnish Air Transport Act (387/1986), the Finnish Rail Transport Act (1119/2000), Council Regulation (EC) No 2027/97 on air carrier liability in the event of accidents or the Convention concerning International Carriage by Rail (COTIF; TrS 5/1985), the Convention for the Unification of Certain Rules for International Carriage by Air (TrS 76/2004) or the 2002 Protocol to the 1974 Athens Convention relating to the carriage of passengers and their luggage by sea (TrS 70/2017).

16.6. The amount of compensation payable to the traveller depends on the amount of losses incurred by them and is in all cases limited to three times the price of their package. However, this limitation of liability does not apply in the event of personal injury or other losses caused intentionally or through negligence.

16.7. To be eligible for compensation, the traveller must demonstrate that the organiser has committed a breach of contract and that the losses are directly attributable to the breach. The burden of proof regarding the amount of losses also rests with the traveller.

16.8. The traveller’s liability for damages payable to the organiser is laid down in Section2.6.3.

16.9. Unavoidable and extraordinary circumstances

The organiser cannot be held liable for any losses resulting from unavoidable and extraordinary circumstances that are beyond the organiser’s control and the consequences of which could not have been avoided even if all reasonable steps had been taken. Such unavoidable and extraordinary circumstances include, for example, orders by the authorities, airspace restrictions, war, other serious security issues, such as terrorism, serious unrest, significant risks to human health, such as the outbreak of a serious disease at the destination, or natural disasters such as flooding, earthquakes or weather conditions that make travelling to the destination in a safe manner as specified in the package travel contract impossible or that otherwise significantly impede running the trip as agreed. Such circumstances also include interruptions in the supply of essential services, such as electricity or water, due to a natural disaster or workers’ strikes, for example.

16.10. If a traveller’s return home cannot be arranged as planned due to unavoidable and extraordinary circumstances, the organiser has a duty to cover any costs of up to three nights’ stay in alternative accommodation, where possible, of the standard specified in the package travel contract if the transport operator does not provide accommodation. Where longer periods are provided for in Union passenger rights legislation applicable to the relevant means of transport for the traveller’s return, those periods shall apply.

The organiser cannot limit their liability for a traveller’s delayed return home on the grounds of unavoidable and extraordinary circumstances, if the transport service provider in question is prevented by applicable European Union laws from denying liability in such circumstances.

The aforementioned limitation of liability does not apply in the case of disabled passengers and their caregivers, pregnant women, unaccompanied minors or individuals who require specialist medical care, provided that the organiser was informed about the traveller’s need for special assistance at least 48 hours before the start of the trip.

  1. Booking errors

The organiser must without undue delay reimburse the traveller for any losses incurred because of a technical fault in the organiser’s booking system or an error made during the booking process.

However, the traveller is not entitled to compensation if the booking error is due to the traveller or the kinds of unavoidable and extraordinary circumstances referred to in Section16.9.

Booking errors may be attributable to the traveller, for example, if they provide the organiser with incorrect or incomplete information concerning themself or the trip. The traveller also has a general duty of care to check all provided documents, such as the booking confirmation letter, and to notify the organiser or retailer of any missing information or mistakes as soon as possible. Any failure by a traveller to check the documents may be considered when calculating the amount of compensation payable to the traveller for any losses incurred.

  1. Deduction of compensation paid under other laws

Any price reduction given or compensation paid to a traveller pursuant to European Union laws governing the rights of travellers or international conventions will be deducted from any compensation payable pursuant to these terms and conditions.

The traveller has a duty to declare any compensation they have received because of breaches of the package travel contract from other parties to the organiser or retailer.

  1. Claims for damages

19.1. The procedure for filing complaints concerning breaches of contract by the organiser is laid down in Section12.

19.2. Claims for damages must be made in writing and within a reasonable period of time.

  1. Disputes

If a dispute concerning a package travel contract cannot be settled between the parties, a consumer has the right to refer the case to the Consumer Disputes Board (kuluttajariita.fi/en) for resolution. A consumer wishing to refer a case to the Consumer Disputes Board must first contact the Consumer Advisory Services (kkv.fi/en/consumer-advice/). A traveller can also file a civil suit in their local District Court. 

 

Customer rights according to EU directive 2015/2302

The service offered to you is a travel package, as laid out in EU directive 2015/2302. Thus, you have all the rights related to travel packages under EU legislation. Happy eBikers has total responsibility for executing the travel package.

Happy eBikers has also acquired a security as required by law, which will secure your payments in case of bankruptcy. If this should happen, please contact Finnish Competition and Consumer Authority. Tel. +358 (0)29 505 3000. Postal address: FCCA, P.O. Box 5, FI-00531, Helsinki, Finland.

Additional information about your rights according to the directive 2015/2302: Click here. 

 

Data protection

In order to offer services to our customers, we need to collect information. Here are some examples:

  • Names
  • Addresses
  • Phone numbers
  • Email addresses
  • Customer heights
  • Photos of credit cards

These documents are in electronic format secured by complex passwords. The servers are located in guarded premises with 24/7 access control. Data security is provided by firewalls and anti-virus protocols. Unnecessary information is always promtly deleted.

We never distribute customer information without written consent.

As our customer, you can always ask us to report, modify or delete any information related to you. Just send us your request by email. In all customer information related issues, please contact Matti Vainionpää.

Happy eBikers is a registered travel agency with a security deposit as required by Finnish law.

VAT nro:   FI28010729
Registration nro:   1303/16/Mj

        

    

Address: 
Haagan pappilantie 3 B13 
00320, Helsinki, Finland
Phone:  +358 40 1937 100
Email:  info(at)happyebikers.com
Open:  8:00 – 20:00

Photos: Timo Leppäharju &  Happy eBikers © Happy eBikers 2017.