Sembo’s terms and conditions of travel

Sembo is part of the Stena Line Travel Group AB and has its registered office in Helsingborg. Sembo provides accommodation while Stena Line Scandinavia AB and HH Ferries Helsingborg AB are responsible for the ferry journey. Sembo also includes other transportation services, such as airline tickets, rental cars and transfers. Payments for both the transportation and the accommodation are made to Sembo.

If no other agreement has been reached, travellers themselves select products or services, or a combination thereof, from the selection available on the homepage. Different terms and conditions apply for booking of accommodation and transportation.

If the agreement refers to a package holiday, Svenska Resebyråföreningens terms and conditions apply for package holiday.

Sembo has lodged government travel guarantees with Kammarkollegiet according to the Travel Guarantees Act.

Sembo is aimed at leisure travellers. 

Entering into an agreement

• The agreement is binding on both parties once Sembo has confirmed the order in writing and the customer has paid a deposit (registration fee + any cancellation insurance). If we do not receive the deposit by the due date, the booking will be considered cancelled. 
• The lead passenger is responsible for providing Sembo with correct contact details, so that he or she can be reached for important messages. Any changes will be notified by e-mail. Sembo is not responsible for being unable to provide the lead passenger with important information because the contact details provided are incorrect. The lead passenger is the person in whose name the booking is made. He or she is also the person responsible for the payment of the booking.

Booking and confirmation

• Bookings are confirmed by e-mail. Confirmation can be received by post, subject to a postage and shipping charge. 
• The customer has an obligation to check that the confirmation matches the booking. When booking flight tickets, the customer is responsible for making sure that all the names on the tickets correspond to the information contained in each passenger’s passport.
• For flight bookings where the outward and return journey consist of two separate single tickets the two tickets are treated independently. This will be apparent in the booking process and on your booking page, where the trip consists of two independent single tickets. In case of a schedule change, delay or a cancelled flight for one of the trips then the traveller is not allowed to change or cancel the second trip as the airline views them as entirely separate trips.
• Sembo makes reservation for technical problems and pricing errors that are beyond our control and reserves the right to contact the customer with any changes to the booking made.

Responsibility for implementation of service          

When Sembo provides services on behalf on another company, the latter company is responsible for the implementation of the service, and their terms and conditions for travel/transport apply. Sembo therefore cannot be held liable for e.g. changes in the schedule, cancelled flights/ferries, luggage, bankruptcies and other occurrences relating to the implementation. Any claims due to inadequacies in the implementation should be made directly to the provider. 

Payment

• The trip can be paid for by Bankgiro, online banking, by Visa, MasterCard or Eurocard, or via Klarna (instalment or invoice). If the customer chooses to pay via the Klarna payment services provider (invoice or instalment), a contract is entered into between the customer, Stena Line Travel Group and Klarna. The contract will take effect as soon as the customer has made a booking and clicked on “Pay”. Stena Line Travel Group then considers the booking to have been paid in full. Klarna will send an invoice by post to the address provided. An invoicing fee applies. Please note that the Swedish Act on Distance Contracts does not apply to transport and services.  
• Sembo reserves the right to deny card payments when there is a suspicion of card fraud. On suspicion of criminal activity, proof of the legitimacy of the payment will be required.
• Payment for apartment/cottage/holiday home
  The registration fee, which is 10% of the total price or SEK 500 where this is higher, and any cancellation insurance, must be received by Sembo no later than 2 hours after booking. Payment of the final balance must be received by Sembo no later than 35 days before departure.
• Payment for hotel/car hire/transfer/admission tickets
  The registration fee, which is 10% of the total price or SEK 500 where this is higher, and any cancellation insurance, must be received by Sembo no later than 2 hours after booking. Payment of the final balance must be received by Sembo no later than 15 days before departure. Bookings made at special prices, indicated as “No refunds”, must be paid immediately and cannot be refunded in the event of changes or cancellation.  If we do not receive payment of the final balance by the due date, Sembo is entitled to consider the booking cancelled and retain any amounts paid.
• Bookings made within 45 days (for apartments, holiday homes and cottages) or within 25 days (for hotels/car hire) of the start date must be paid for immediately.
• Flight tickets
  Must be paid for immediately at the time of booking. Flight ticket bookings are binding once the ticket has been paid for and the ticket cannot subsequently be cancelled. 
• Cruises
  The registration fee must be received by Sembo no later than 2 hours after the booking has been completed and the final balance no later than 35 days before departure. 
• “Economy” ferry tickets
  Must be paid for immediately at the time of booking.
• Extra payment time
  With "Extra Payment Time", you can extend your payment period and can pay when it suits you better. With the Extra Payment Time you only do a down payment of 10% of the total cost. You also pay your fee for products such as Cancellation, Service Package, Free cancellation and incurance. We must receive your down payment no later then 7 days after your reservation. Final payment must be made no later than 15 days before departure.
   

Prices

• The prices quoted at sembo.se are based on the information our suppliers provide to the computer systems used to search for trips. We strive to always have up-to-date information on the website, but this information is continuously updated and it can happen that in some cases a trip cannot be booked at the advertised price.

Cancellation insurance

• Customers can protect themselves against costs in the event of cancellation by taking out our cancellation insurance cover.
• Cancellation insurance can only be taken out at the time of booking and cannot be removed once the agreement has been entered into.

Cancellation insurance

• Customers who have taken out cancellation insurance can cancel their trip, on presentation of a valid doctor’s certificate and subject to an excess of 5%, until the trip has begun. Cancellation insurance covers acute illness, accident or death which affects the traveller personally or the traveller’s spouse/partner, children, parents, siblings or other person with whom the traveller jointly booked the trip, before departure but after the agreement has become binding. The cancellation insurance does not cover complications associated with pregnancy after the 30th week of pregnancy. Doctor’s certificates must be issued using a special form, which can be downloaded here, and must be received by Sembo no later than 14 days after the date of cancellation. Doctor’s certificates received after this time will not be considered. The cancellation insurance also covers redundancy and major disruptive events of such a nature that the customer cannot reasonably undertake the trip. Certificates must be received by Sembo no later than 14 days after the date of cancellation.
• The excess is equivalent to 5% of the total amount of the booking and the cost of the cancellation insurance is 5% of the total amount of the booking, subject to a minimum of SEK 198 and if the booking includes a flight a minimum of SEK 198 per person. The cost of the cancellation insurance and the excess are not refunded in the event of cancellation. For the purpose of determining the price of the trip, the price does not include what the customer has paid for cancellation insurance.

Free Cancellation 

• With the "Free Cancellation" you can at any time cancel your trip at no extra cost. The cancellation must occur no later then 48 hours the accomodation´s stated check-in time. The fee you paid for the Free Cancellation will not be refunded. To cancel your accommodation, please send a mail to info@sembo.co.uk and quote your reservation number.

Travel documents

• Travel documents will be sent by email or, where agreed, by post, once full payment has been received by Sembo. If the customer does not receive the documents at least 7 days before departure, the customer must contact Sembo immediately.
• Any promises made by sales personnel must be shown on the travel documents to be valid.
• Flight tickets where the outbound portion is not used cannot be used for the return journey.

Passports and Visas

The traveller is responsible for complying with the formalities required for the trip, such as passports, visas, vaccinations and insurance. Sembo is not liable for any costs incurred as a result of the traveller’s failure to comply with the formalities.

Insurance

• We recommend that the traveller takes out travel insurance. In cooperation with Solid, we offer travel insurance, which can be taken out/cancelled free of charge until departure. 

Cancellations, additions and amendments

• Cancellation must be made by calling +46 (0)42 37 85 00 during Sembo’s opening hours. 
• Cancellation will be confirmed by Sembo by e-mail.
• Bookings made at special prices, indicated as “No refunds”, must be paid immediately and cannot be refunded in the event of changes or cancellation.
• If a booking includes several different products, the cancellation policy for each product applies accordingly. If the booking includes ferry transport and accommodation, the ferry operator reserves the right to deduct the current standard price for the ferry if the accommodation is cancelled.
• Please note that refunds under the below rules are only paid in the event that the booking has been properly cancelled. No refund will be paid for unused tickets that have not been cancelled.
• Charges in the event of cancellation (including the day of departure) of:

Apartment/holiday home, cottage, hotel, admission tickets

Cancellation: Apartment/holiday home/cottage

31 days or more - 10% of the respective price

16–30 days - 20% of the respective price

8–15 days - 50% of the respective price

7 days or fewer - 100% of the respective price

Cancellation: Hotel*/admission tickets

4 days or more - 10% of the respective price

3 days or fewer - 100% of the respective price 

*) For hotels outside Europe, as well as at Disneyland® Resor Paris, the cancellation policy is the same as for apartments.

Additions and amendments: Apartment/holiday home/cottage/hotel/admission tickets

Cost of amendments, for example change to different accommodation, different length of stay or name change. SEK 200 per change

When changing to a different length of stay or different accommodation, the amendment fee applies until 31 days before departure for apartments/holiday homes/cottages. For hotels/admission tickets until 4 days before departure. After this time, any change is treated as a cancellation and rebooking. Changes may result in a change in the price.

Bookings can be amended or cancelled free of charge within 7 days of the date of booking (excluding flights), provided that there are more than 40 days until departure. If the customer has paid a deposit, this will be refunded.

 Ferry

Cancellation: Ferry via Stena Line

Economy - No refund

Flexi/Premium/Campaign  

15 days or more 0% of refund

1–14 days 50% of the price

Date of departure or later - 100% of the price

Additions and amendments: Ferry via Stena Line

Change of name, address, telephone number, etc.

Economy - No charge.

Flexi/Campaign - No charge.

Premium - No charge.

Change of route or departure time.

Economy - New price calculated + SEK 500 fee.

Flexi/Campaign - New price calculated. No charge.

Premium - New price calculated. No charge.

Change to type of vehicle.

Economy - No charge.

Flexi/Campaign - No charge.

Premium - No charge.

Addition to a booking, for example an additional cabin without changing the route, date or departure time.

Economy - New price calculated. No charge.

Flexi/Campaign - New price calculated. No charge.

Premium - New price calculated. No charge.

Amendment fees as described above are charged each way for each change.Changes made by telephone are subject to an additional SEK 100 per change. Changes can be made via the website up to 2 hours before departure free of charge. Does not apply to Economy.

Prices are subject to change when changing to a different departure time/date.

Flights

Cancellation: Flights

Once payment has been made - 100% of the price

Additions and amendments: Flights

Provided that the carrier’s rules allow the change from SEK 495 + airline fees per ticket

Flight tickets are personal. The name and date on flight tickets cannot be changed

as a rule. For this reason, tickets that cannot be used are not refundable. 

Rental car

Cancellation and changes

 Up until 24 hours before pickup of the car                         0% of the amount

 Less than 24 hours before pickup of the car                      100% of the amount

Changes less than 24 hours before pickup will be treated as cancellation and new booking.

 Any changes can lead to changes in price.

A handling fee of SEK 200 is added to every change/cancellation 

Transfer

• Child/infant is considered as 1 person in all transfer bookings. When travelling with an infant, it is recommended that you bring your own baby seat / car seat.
• The luggage is calculated according to the restrictions applicable for scheduled airline services. One suitcase and one carry-on per person. All additional luggage, such as bicycles, golf bags, etc. needs to be booked in advance, and will incur an additional fee.
• The number of passengers is stated on the confirmation and covers the number of passengers for which the transfer is booked and paid. You MUST bring the transfer voucher, and it is sent to the specified email address.

Changes before departure

• Sembo cannot be held responsible for rebookings, timetable changes or cancelled flights/ferries. The customer is responsible for checking any timetable changes before departure. We are also not responsible for cancellations resulting from environmental disaster, act of war, strike, or other unpredictable event. If the customer is affected, any claims should be directed to the airline. We will where possible follow the policy of the relevant carrier. Any change or cancellation request is subject to an administration fee per ticket.
• Sembo reserves the right to direct the customer to equivalent or better alternative accommodation, where we are forced to do so by circumstances beyond our control. The customer will then be notified of the new alternative as soon as possible. The customer is entitled to withdraw from the agreement if this change is significantly to his or her disadvantage and in such case must inform Sembo of this within a reasonable period and will receive a refund of the amount paid for the accommodation as soon as possible. If the change would be for the worse, the customer is entitled to a price reduction.
• In the event of a cost increase for Sembo after the agreement has become binding, if the price increase is the result of changes to transport costs, taxes or duties, Sembo shall be entitled to increase the price of the trip by an amount equal to the cost increase.
• Both the customer and Sembo shall be entitled to withdraw from the agreement, if, after the agreement has become binding, there is a disaster, act of war, general strike or other major disruptive event, at, near or along the planned route to the destination, that significantly affects conditions at the destination at the time when the trip is to be made. Expert authorities must be consulted in order to determine whether the event is of a serious nature. 

Responsibility during the trip

• The traveller is obliged to respect the rules that apply to hotels, etc., and to behave in such a way that fellow travellers and others are not disturbed. If the traveller commits a significant breach of this, Sembo is entitled to cancel the agreement. The traveller is responsible for injury caused through negligence, for example by failure to follow instructions or rules provided.

Faults and deficiencies

• The traveller may not claim for faults that are not reported to Sembo within 72 hours of the fault being discovered. The traveller forfeits their right to claim if they do not inform Sembo before leaving the booked accommodation.

Complaints

• Complaints and any claims for compensation must be received by Sembo within 60 days after the end of the rental period. It is recommended that complaints are made in writing. Complaints received after this time will not be considered. Sembo and the customer should attempt to resolve disputes relating to the interpretation or application of the agreement through negotiation. If the parties are unable to agree, the dispute can be considered by the Swedish National Board for Consumer Disputes (Allmänna Reklamationsnämnden).
• For conveyed services, it is the travel company in question that is responsible for implementing the service any claims due to inadequacies in the implementation are made to them. 

Travel guarantee

• Stena Line Travel Group provides a travel guarantee for up to SEK 40 million at the Swedish Legal, Financial and Administrative Services Agency (Kammarkollegiet). More information about the travel guarantee can be found on the Legal, Financial and Administrative Services Agency’s website, www.kammarkolegiet.se. Customers who have purchased accommodation or transport only are not covered by the travel guarantee.

Other

• Local airport taxes/fees may apply at the airport. These must be paid in local currency and are subject to change at short notice. The fees are charged by the relevant country’s aviation authority. Sembo has no control over these fees and does not reimburse these costs.
• In the event of a stopover, there may be additional costs for transfers and overnight accommodation. Sembo is not responsible for those costs or for costs that passengers may incur because of changes to flight times.
• The passenger is responsible for checking the baggage rules that apply with the airlines he or she will be using. Information about extra baggage (dimensions and weight) must be submitted at the time of booking and will be confirmed subject to availability. The airlines normally charge a fee for extra baggage, which is payable at check-in.
• Sembo is not responsible for lost or damaged baggage. Losses/compensation claims must be made by the traveller immediately at the airport using a PIR (Property Irregularity Report).
• Travellers under the age of 18 require a certificate in which their parent or guardian approves the travel agreement. In some cases, the age limit is higher. The traveller is responsible for checking this at the time of booking.
• Environmental charges and local tourist tax will be payable for certain destinations. This tax is set by the local authorities and must be paid by the traveller directly to reception/the key office.
• Sembo cannot be held responsible for the closure of roads, shops, restaurants, swimming pools, ski lifts, etc., that occurs after our information has been published, nor for other events that are beyond Sembo’s control.
• Sembo does not guarantee that the holiday accommodation is suitable for allergy sufferers or other people with a sensitivity, nor can we guarantee that the accommodation is wheelchair friendly.
• We make reservation for changes in exchange rates and obvious printing/publishing errors. 
• Some hotel texts are imported from third-party hotel databases. These texts are not quality controlled to the same extent as accommodation that bears the stamp “Carefully selected”. Sembo therefore makes reservation for obvious errors in these texts and cannot be held responsible for the content of these texts. Imported texts are continuously updated and may therefore change over time.

Privacy policy

• In order to ensure that personal data is handled and protected in a proper manner, we comply with the Swedish Data Protection Act (PuL) and the principles of good practice in this area.
• As a visitor to Sembo’s website, we ask you to provide personal information when booking a trip. The kind of personal information we collect is usually your name, address, phone number and e-mail address, and sometimes your personal ID number.
• We use the information we collect for the following purposes: To enable us to offer secure and easy use of our website. To enable us to communicate with you, via e-mail or post, in connection with offers and catalogue mailing.
• We use cookies to enable us to provide a website that runs smoothly and is easy to use. A cookie is a small amount of data sent to your browser from the web server of the site you are visiting and is stored on your computer's hard drive. If you do not agree to Sembo storing cookies on your computer, please disable the use of cookies in your browser. You can do this in the security settings. Please note that blocking cookies means you will not be able to book our trips correctly online. In this case, please book by telephone on +46 (0)42 37 85 00.
• Our websites contain links to other sites on the Internet. We cannot accept any responsibility for how these sites handle your personal information, but we encourage visitors to read the privacy policies that apply to each site.
• If you have any questions about how we handle your personal data, please send us an e-mail at info@sembo.co.uk or write to Sembo, Box 1324, SE-25113 Helsingborg, Sweden. You have the right to request information (once a year) regarding the information we hold about you. In addition, you can always contact us to request the correction, deletion or blocking of your personal information. This requires your personal ID number in order to confirm your identity. All mailings we send by e-mail contain a clickable link that you can use to stop receiving e-mails from us.
• Sembo is the controller of personal data for the personal information collected. We do not sell personal information to other companies. However, we do sometimes share information with suppliers and partners in connection with trips.
• Data protection and privacy are high priorities at Sembo. We take great care to protect personal information against unauthorised access, loss or corruption.
• Sembo may update and amend this policy. We therefore recommend that returning visitors regularly check whether any changes have been made before providing personal information.

2017.03.21 AS