TERMS AND CONDITIONS OF SALE AND DELIVERY
Travel by Heart – Greenland ApS
1. INTRODUCTION
These terms and conditions govern the contractual relationship between Travel by Heart –
Greenland ApS (hereinafter ‘TBH’) and the traveller (hereinafter ‘the customer’) who purchases a
package tour. The agreement is entered into and performed in accordance with the Package Travel Act
(Act No. 1666 of 26 December 2017 on package tours and linked travel arrangements).
We recommend that you read these terms and conditions. It is in our mutual interest that we have a clear
understanding of the trip and its contents. We expect that you, as a customer, have familiarised yourself
with the applicable travel terms and conditions and the contractual basis between you as a customer and
us as a travel provider.
2. DELAYS AND FORCE MAJEURE
a. Travel by Hearts’ response to delays
We have no control over the Arctic climate, which, regardless of the season, may cause delays
and changes to travel plans that are beyond TBH’s control. TBH accepts no liability for any
delays and any resulting changes or cancellations to travel plans due to circumstances beyond
TBH’s control. TBH will always work diligently to ensure the trip proceeds as planned.In the event of delays or changes to travel plans due to circumstances beyond TBH’s control
(including weather conditions, airline decisions, government intervention, etc.), TBH will do
everything in its power to:
• Assist the customer in obtaining refunds from hotels, activity providers and other
service providers
• Help with rebooking cancelled or altered services
• Coordinate with insurance companies and other parties to minimise the customer’s
financial loss
• Keep the customer informed of the status and alternative solutions
3. Refund liability in the event of delays
TBH will only refund the amounts that the company actually receives from suppliers
(hotels, airlines, activity providers, etc.).
TBH’s service fee is not refunded in the event of delays or cancellations caused by
circumstances beyond the company’s control.
4. Communication in the event of delays
TBH undertakes to inform the customer as soon as possible upon becoming aware of delays or
changes to the itinerary and will actively assist the customer with:
• Contacting relevant suppliers
• Gathering the necessary documentation for insurance claims
• Coordinating alternative arrangements where possible
• Advice on the customer’s rights vis-à-vis suppliers
This assistance is provided as a service but does not entail any extended liability for TBH beyond that
required by law.
5. GENERAL REFUND POLICY
a. Basic principle
TBH will only refund the amounts that the company actually receives as a refund from
suppliers (hotels, airlines, activity providers, insurance companies, etc.).
2b. Service fee
TBH’s service fee is not refunded in the event of:
• Delays or cancellations caused by circumstances beyond the company’s control
• The customer’s own cancellation (unless covered by cancellation insurance due to illness)
• Changes to travel plans at the customer’s request
c. Documentation
The customer must, upon request, provide documentation of any refunds received directly
from suppliers or insurance companies.
6. TRAVEL DOCUMENTS
Upon conclusion of the agreement, TBH shall, without undue delay, send the travel documents
(e.g. a travel voucher, an order confirmation, an invoice and/or an itinerary) to the customer.
The sending of travel documents and other correspondence between the customer and TBH,
including but not limited to changes to the package tour, shall take place via the email address or
other contact details provided by the customer when the agreement was concluded. The customer is
also obliged to provide the contact details necessary for TBH to contact the customer both before
and during the trip.
If the customer does not receive the travel documents within 72 hours, the customer must
contact TBH immediately. If the customer has provided an email address, they should first
check their spam filter.
The customer is obliged, upon receipt, to review the travel documents and “practical
information” sent and to react immediately to TBH if the information does not correspond to
what was agreed.
7. INSURANCE
a. Insurance information
Prior to the conclusion of the agreement, TBH shall provide the customer with information
regarding the option or obligation to take out insurance covering the customer’s expenses in the
event of termination of the agreement (cancellation insurance)
3) or the costs of repatriation etc. in the event of accident, illness or death (travel insurance), as well
as the terms and conditions of these insurance policies.
We strongly recommend that the customer takes out comprehensive travel insurance
with delay cover. Please note that TBH’s service fee is not covered by standard insurance
policies.
8. Illness cancellation insurance
We recommend that you take out cancellation insurance due to illness when you book your trip.
This must be taken out at the time of booking and must be paid for together with the deposit. If you
have taken out travel cancellation insurance when booking your trip, this means that you can cancel
the trip due to illness up until departure and receive a refund of the amount paid, with no
deductions other than the premium for the travel cancellation insurance itself. Travel cancellation
insurance costs 6.25% of the trip’s price.
TBH receives commission on the sale of insurance policies. The customer may contact TBH to find
out the amount of the commission. If the customer wishes to take out cancellation insurance or
travel insurance via TBH, the customer must notify TBH of this before the agreement is finally
concluded.
9. PASSPORTS, VISAS AND TRAVEL DOCUMENTS
Upon conclusion of the agreement, TBH shall inform the customer of passport and visa
requirements, including information on the expected processing time for obtaining a visa. TBH
shall also provide information on any health-related formalities arising from vaccination
requirements or similar, as well as other documents and conditions necessary for the trip to take
place.
TBH’s information to the customer regarding passport and visa requirements is based on the
rules applicable to Danish citizens. If the customer does not hold a Danish passport or holds
dual nationality, the customer must inform TBH of this.
a. Special rules for Greenland
Danish citizens do not require a visa for Greenland, Iceland and the Faroe Islands. Please note
that different rules may apply if you are resident in Denmark but are not a Danish citizen.
4Greenland is not a member of the Schengen Area, but is only covered by the Schengen Information
System. This means that a Schengen visa does not grant access to Greenland. Applicants from
countries subject to visa requirements must state when applying for a Danish visa that the visa is
also to be valid for Greenland.
EU citizens’ national ID cards cannot be used as proof of identity when entering Greenland. They
must bring a passport.
10. THE CUSTOMER’S OBLIGATIONS
a. Correct name details
The customer is responsible for ensuring that the names appearing on their travel documents
and bookings are identical to the full name appearing on the customer’s passport. If the
customer becomes aware of any discrepancies between travel documents and their passport,
they must notify TBH immediately.
b.Punctuality
The customer must have completed any check-in in accordance with the times and locations
for the latest check-in on the outward and return journeys as stated in the itinerary or by other
clear instructions.
If flight tickets form part of the package holiday, these must be used in the correct order. If the
customer does not use the flight tickets in the correct order, the airline will cancel the
remaining flight segments. The customer may therefore not use individual segments of a flight
itinerary.
c. Rules of conduct
In the event of expulsion, the customer is responsible for their own return transport and any
resulting expenses. In the event of expulsion, the customer is not entitled to receive any form of
refund of the package tour price. TBH is not liable to public authorities.
11. CHANGES TO THE PACKAGE TOUR
a. Minor changes
Prior to the commencement of the package tour, TBH is entitled to make minor changes to the
package tour without the customer’s consent and without liability. The customer is obliged to
accept such changes.
5b. Significant changes
If, prior to the commencement of the package tour, TBH either makes significant changes to the
package tour, or is unable to provide specific services which the customer has requested and which
TBH has agreed to provide, or increases the price of the tour by more than 8%, the customer has
the following rights: the customer may cancel the contract and receive a refund of the amounts paid
in respect of the trip.
c. Price changes
TBH may, after the conclusion of the contract, make changes to the agreed price of the package tour if
there are changes in: the price of passenger transport as a result of costs relating to fuel or other energy
sources; taxes, duties or charges for the travel services included in the package tour imposed by a third
party.
12. CANCELLATION
a. Cancellation fees
In the event of cancellation no later than 60 days before the departure date, TBH will refund the
customer the amount paid, less the deposit paid and a fee of DKK 2,500.00 per person. Please
note: for tailor-made trips, the fee/deposit corresponds to 50% of the trip price.
If cancellation occurs later than 60 days before the departure date and no later than 30 days before
the departure time stated in the travel documents, TBH is entitled to charge 50% of the total
price of the trip.
If cancellation occurs later than 30 days before departure, TBH is entitled to charge the total
price of the trip as a cancellation fee.
b. Cancellation due to exceptional circumstances
The customer may cancel a package tour without paying a fee before the start of the package tour if
unavoidable and extraordinary circumstances arise at the destination or in its immediate vicinity which
significantly affect the provision of the package tour or the transport of passengers to the destination.
13. COMPLAINTS AND DEFECTS
6If a defect is discovered after the start of the trip – en route or at the destination – the customer
must, immediately upon discovery, complain about the defect to TBH, its representative at the
destination or to the subcontractor to whom the defect relates. If TBH’s representative or
subcontractor is unable or unwilling to remedy the defect, or if, in the customer’s opinion, the
defect is not remedied satisfactorily, the customer must lodge a complaint directly with the
organiser.
The customer must ensure that the complaint is recorded by TBH’s staff and/or subcontractors
on site – e.g. by means of a note in a hotel register or in another written form. In addition, the
customer should ensure that they are given a receipt for the complaint.
14. LIABILITY FOR DAMAGES
a. Set-off
When submitting their complaint to TBH, the customer must state whether they have also
sought compensation from the carrier on the basis of EU regulations on passenger rights and
liability in passenger transport. If the customer has received compensation and/or
reimbursement from the carrier, TBH is entitled to set off such compensation.
b. Limitations of liability
Liability is limited in accordance with international conventions and EU regulations as
described in the detailed provisions.
15. TRAVEL GUARANTEE FUND
At Travel by Heart – Greenland, your peace of mind is our priority. We are registered with the
Travel Guarantee Fund, which means you are financially protected if you are travelling from
Denmark and if we or one of our partners were to go bankrupt. Your package holiday is
covered, so you will get your money back if the trip is cancelled due to bankruptcy. If you
have already set off, the fund will ensure your return transport at no extra cost. You can book
your trip with confidence, knowing that you are protected by Danish law.
16. CONTACT DETAILS
Travel by Heart – Greenland ApS
CVR: 41786558
7Tel: +299 55 09 05
Email: mail@travelbyheart.gl(mailto:mail@travelbyheart.gl) Indaleeqqap
Aqqutaa 12, 1st floor, Nuuk, Greenland
These terms and conditions come into force upon conclusion of the agreement and apply to all
trips organised by Travel by Heart – Greenland ApS.
1608847 TQ
