Terms and Conditions

These Terms & Conditions apply to all tours operated by Hello Tromsø AS. By completing a booking and joining a tour, guests acknowledge that they have read and accepted these conditions.

1. Weather & Northern Lights

The Northern Lights are a natural phenomenon and their appearance can never be guaranteed.

Failure to see the Northern Lights does not constitute grounds for a refund, partial refund or compensation.

Tours operate in most weather conditions. Hello Tromsø reserves the right to modify, shorten, reroute or cancel a tour if weather, road conditions, safety considerations or other circumstances make it necessary.

2. Aurora Viewing Strategy

The success of a Northern Lights tour depends primarily on finding clear skies, not on continuously driving from one location to another.

Our guides continuously monitor weather forecasts, cloud coverage and Aurora activity throughout the evening and select the location they believe offers the best possible viewing conditions.

Once a location with clear skies has been found, the guide may decide to remain there for an extended period. Continuously changing locations may reduce the opportunity to observe the Aurora, as valuable viewing time can be lost while travelling.

Depending on weather conditions, the guide may stay at one location for the entire evening or visit several locations if necessary.

The guide’s decisions regarding the route, stops and viewing locations are final and are made in the interest of guest safety and the best possible overall experience.

3. Itinerary

Routes, stops, duration and timing may change without prior notice due to weather, road conditions, traffic, operational requirements or other circumstances beyond our control.

Such changes do not constitute grounds for cancellation, refund or compensation.

4. Vehicle Type

Vehicle size and type depend on:

  • group size
  • availability
  • weather conditions
  • road conditions
  • operational requirements

Hello Tromsø reserves the right to substitute any vehicle with another suitable vehicle without prior notice.

Some vehicles may not be equipped with onboard toilets.

Vehicle changes do not constitute a material change of the tour and are not grounds for cancellation or refund once the tour has departed.

5. Complimentary Photos

Guides will make every reasonable effort to take complimentary photos during the tour whenever weather, visibility and technical conditions allow.

Photos are provided as a complimentary service and are not part of the purchased product.

Photos are normally uploaded within 48 hours after the tour.

Failure to receive photos due to weather conditions, technical issues or any other circumstances does not entitle guests to compensation or a refund.

Guests are always welcome to ask the guide for assistance with their own camera or mobile phone.

6. Guest Responsibilities

Guests are responsible for:

  • arriving at the meeting point at least 10 minutes before departure;
  • dressing appropriately for Arctic weather conditions;
  • following all instructions given by the guide or driver;
  • informing us in advance of any medical conditions or mobility limitations that may affect participation;
  • behaving respectfully towards guides, staff and fellow guests.

Waiting outdoors is a normal part of many Arctic experiences, including Northern Lights tours.

7. Cancellations & Refunds

Bookings cancelled more than 24 hours before departure receive a full refund.

Bookings cancelled less than 24 hours before departure, no-shows or late arrivals are non-refundable.

If space is available, Hello Tromsø may, at its sole discretion, offer to move a booking to another departure. Such changes are not guaranteed.

Once a tour has departed, refunds or compensation will not be provided due to:

  • weather conditions;
  • lack of Northern Lights activity;
  • cloud coverage;
  • waiting time;
  • changes to the itinerary;
  • vehicle type or size;
  • absence of onboard toilet facilities;
  • temperature or personal comfort;
  • wildlife not being seen;
  • complimentary photos not being available;
  • personal expectations not explicitly included in the tour description.

8. Safety & Guide Instructions

The safety of our guests is our highest priority.

Guests must follow all instructions given by the guide or driver throughout the tour. This includes instructions relating to safety, weather conditions, road crossings, designated viewing areas and departure times.

Arctic conditions can change rapidly, and the guide’s decisions are made to protect the safety and wellbeing of the entire group.

Failure to follow guide instructions may result in removal from the tour without refund if the behaviour places the guest, other participants or staff at risk.

9. Behaviour

Guests are expected to behave respectfully towards guides, drivers, fellow guests and the environment throughout the tour.

Threatening, abusive, intoxicated, violent or disruptive behaviour may result in immediate removal from the tour without refund.

Hello Tromsø reserves the right to pursue legal action in cases involving fraud, defamation, deliberate damage to the company’s reputation or other unlawful conduct.

10. Force Majeure

Hello Tromsø shall not be held liable for cancellations, delays or changes caused by circumstances beyond our reasonable control, including but not limited to:

  • severe weather;
  • road closures;
  • accidents;
  • government restrictions;
  • strikes;
  • natural disasters;
  • technical failures;
  • other force majeure events.

11. Complaints

If you experience any issues during your tour, please inform your guide or contact Hello Tromsø as soon as possible.

This allows us the opportunity to resolve the matter during or immediately after the tour.