Natura Viva terms of delivery
These are Natura Viva (Business ID: FI06497660) terms of delivery. Delivery terms include, among other things, information about the online store's delivery terms and prices, return policy and payment methods.
Content
General
Natura Viva payment and cancellation terms for services
Terms and conditions for season passes
Terms and conditions for sauna services
Terms and conditions for accommodation services
Delivery times
Delivery methods
Payment methods
Customer returns
Sales territory
1 General
All the prices include VAT (10 %, 14% or 25,5%) and the prices are given in euros (€), unless otherwise mentioned.
We reserve the right to cancel the purchase or amend the price if the product ordered or the price is not in accordance with market price due to, for example, technical or human error in the online store.
We are not liable for any direct or indirect costs resulting from the breakage of equipment, for any direct or indirect costs incurred as a result of the occurrence of a fault which has prevented the use of the service, which the customer may incur.
We reserve the right to make changes for prices and conditions. By placing an order, the customer agrees to be bound by these terms of delivery.
2. Natura Viva payment and cancellation terms for services
2.1 Course, excursion and event bookings made by private individuals, equipment rentals for more than one day and bookings of more than 5 rental items
If the participant of a course, excursion or event is not able to swim, Natura Viva must be informed in writing in advance. Natura Viva will provide a lifejacket (buoyancy aid for those with swimming skills) for the customer who is unable to swim.
Payment terms
The customer has an obligation to acquaint him/herself with the contents and conditions of the offered tour and report possible mistakes and inconsistencies to Natura Viva before payment. A mutual contractual obligation results from customer order or acceptance of Natura Viva’s offer. A binding contract is made, when the customer signs up for the event or reserves the rental equipment.
Cancellation terms
a) If the cancellation takes place more than 14 days before the event, we will try to find another time for the event. If this does not succeed, we charge 25 € / person for general costs.
b) If the cancellation takes place less than 14 days before the event, we charge the full price.
There is no reimbursement for unused services.
2.2 Individual bookings of less than 24 hours and less than 5 rental units
The customer renting water sports equipment must:
Be able to swim at least 50 meters.
Read the safety instructions - either on site before paddling or in advance via the booking messages.
Payment terms
The customer has an obligation to acquaint him/herself with the contents and conditions of the offered tour and report possible mistakes and inconsistencies to Natura Viva before payment. A mutual contractual obligation results from customer order or acceptance of Natura Viva’s offer. A binding contract is made, when the customer reserves the rental equipment.
Cancellation terms
a) If the cancellation takes place more than 24 hours before the event, we will try to find another time for the event. If this does not succeed, we charge 10 € for general costs.
b) If the cancellation takes place less than 24 hours before the event, we charge the full price.
c) If the Natura Viva staff decides, that it is not safe to pursue the activity in a safe manner (for example strong winds at sea), we reserve the right to cancel the reservation. In this case the we will try to find another time for the reservation or refund the whole price even if it is less than 24 hours before the start of the reservation.
There is no reimbursement for unused services.
2.3 Drysuit rentals
These conditions apply to the rental of a drysuit and accessories. The accessories for the drysuit include neoprene gloves, -hood, and -footwear as well as carrying bag.
The customer renting the dry suit must be:
At least 18 years of age
Able to swim, min. 50 metres.
Terms of payment
It is the customer's responsibility to read the description, instructions and terms and conditions of the rental before making the rent.
A binding contract is made, when the customer reserves the rental equipment.
Use of the drysuit and accessories
It is the customer's responsibility to check the drysuit and to point out the state of the drysuit before starting the rental.
The customer is responsible to follow the instructions for use and to return the dry suit rinsed and dried in accordance with the instructions given.
Damage compensation
If, after the rental period, the dry suit is damaged, untidy, etc., the customer is responsible for the cost of repair and/or laundering, or agrees to redeem the dry suit after the rental period.
Repair and/or washing costs and Freight costs are €59 - €700 incl. VAT.
The redemption price of the dry suit is 1090€.
Cancellation policy
a) If the rental is cancelled at least 24 hours before the start of the rental, we will try to find a new time. If new time cannot be found, we will charge 10 €/rental equipment as an office fee. The new agreed time cannot be cancelled.
b) If cancellation is made less than 24 hours before the start of the booking, we will charge the full price of the booking as a cancellation fee.
c) If the equipment rental cannot be carried out due to the decision of the staff of Natura Viva, the reservation can be moved to another time or canceled free of charge even less than 24 hours before the start of the reservation.
No refunds will be made for unused services.
Natura Viva's right to cancel the rental
Natura Viva can refuse to rent a drysuit due to inappropriate use, safety reasons or due to an unforeseen and insurmountable obstacle.
The customer who has made the reservation will be informed of the cancellation without delay.
The customer will then be entitled to a full refund of the rent paid.
2.4 Reservations of events, equipment and facilities by companies and associations.
These conditions apply to reservations made by companies and entities (business ID).
Payment terms:
The Customer is obliged to study the content of the event and to notify Natura Viva of any errors before accepting the offer.
The contract is concluded when the Customer accepts Natura Viva's offer or otherwise orders the event.
The invoice is based on the offer accepted by the Customer and the final number of participants confirmed by the Customer no later than 30 days (groups of more than 20 persons) or 14 days (groups of 20 persons or less) before the event.
If the number of participants is not confirmed by the above deadline, the invoice will be based on the maximum number of participants indicated at the time of ordering.
If the event is less than 14 days away at the time of ordering, the invoice will be based on the number of participants indicated at the time of ordering.
The invoice is due 7 days after the event.
Cancellation policy
a) The event can be cancelled free of charge at least 30 days before the event.
b) If cancellation is made later than 30 days, but no later than 14 days before the event, we will endeavour to reschedule the event. If no new time can be found, we will charge 50% of the event price as a cancellation fee.
c) If the cancellation is made later than 14 days, we will charge 100% of the event price as a cancellation fee.
There are no refunds for unused services. Natura Viva reserves the right to cancel an event if weather conditions or force majeure prevent the event from taking place. In this case, the Customer will not incur any costs.
3. Terms and conditions for Season Passes
These terms and conditions apply to the Season Pass and related services purchased by an individual.
Misuse of the Season Pass will automatically result in the cancellation of the Season Pass membership, without refund.
3.1 Period of validity of the Season Pass
The Season Pass is valid for the period of time specified in the Season Pass product description. The right to use outdoor equipment varies according to the type of outdoor equipment. Restrictions on the use of outdoor equipment are indicated in the product description.
To use the full paddling season (1 May to 30 September), you must have completed a basic paddling course or a separate rescue exercise. Without completion, the paddling season is limited for safety reasons to the period from 1 June to 31 August. Season Pass holders must provide proof of completion on request.
3.2 Use of the Season Pass
The Season Pass is personal. The services included in the Season Pass cannot be booked by third parties, with the following exceptions:
The Season Pass holder may reserve, free of charge, a SUP board and fatbike for a member of the same family, one child under 15 years of age, at a time when the holder is using the equipment included in the Season Pass.
The Season Pass holder can paddle a twin kayak with a child under 15 years of age from the same family.
The Season Pass holder may use open canoes and rowing boats with persons known to him.
Outdoor equipment bookings for Season Pass holders
The rental period for outdoor equipment depends on the type of equipment. Reservations start and end between 05:00-00:00. Overnight bookings are charged at €10 per night and must be paid at the time of booking.
Weekly excursions for Season Pass holders
Natura Viva does not reimburse the €10 participation fee for a weekly excursion cancelled by a Season Pass holder.
4. Terms and conditions for saunas and sauna premises
4.1 Booking
The customer / person booking the sauna & premises is responsible of getting acquainted with the rental space description and guidelines & terms of rental
The booking is binding, when the booking/reservation confirmation has been sent to the e-mail address provided by the customer / person booking the sauna & premises
The customer / person booking the sauna & premises is to pay the booking / reservation by a payment method chosen by him/her. The terms of the payment are to be complied with.
The customer / person booking the sauna & premises will have to be of legal age (18 or older in Finland).
4.2 Terms of cancellation
If the booking is cancelled at least 14 days before the start of the reservation, Natura Viva will do its best to reschedule the booking. If a new time-frame for the booking can not be found, a cancellation fee of 50 % of the original booking fee will be invoiced from the customer.
If the booking is cancelled less than 14 days before the start of the reservation, the cancellation fee of 100 % of the original booking fee will be invoiced from the customer.
There will be no reimbursements of services left unused by the customer.
Natura Viva holds the right of canceling the booking when
A force majeure event occurs. When this occurs, the customer will be made aware of the event as soon as possible.
In a force majeure event the customer will be reimbursed the full payment of the reservation/booking
The other potential costs derived to the customer from the cancellation will not be reimbursed.
4.3 Use of saunas and sauna premises
The object is defined in the product description. During the rental period, the customer has the right to use the object, its equipment and separately defined services.
The customer shall immediately notify Natura Viva of any defects found in the property.
The customer is responsible for the cleanliness of the site during and after the rental period.
The customer shall take away all rubbish from the sauna facilities.
The customer is responsible for locking the sauna rooms and leaving the premises as agreed.
Pets are not allowed in the sauna rooms.
If the customer fails to clean up any untidiness caused by his/her own activities, Natura Viva will charge the full cost of cleaning the premises.
If the customer fails to leave the sauna premises as agreed, Natura Viva shall be entitled to charge the customer double for the sauna reservation fee.
Keys
The use of the sauna is self-service. The customer will receive the necessary instructions regarding the keys at least one week before the reservation date.
In the event of a lost or unreturned key, Natura Viva is entitled to charge the full cost of any rekeying or lock replacement, subject to a minimum of EUR 60.
Natura Viva is entitled to charge a minimum of EUR 60 in the event of having to unlock the property due to a lost or left-in key. The amount of compensation will be calculated on the basis of the hours worked and the kilometric allowance.
Damage compensation
The customer is liable to compensate Natura Viva for any damage caused to the site. The customer is also responsible for any other persons visiting the site and for any damage caused by them during the reservation.
Natura Viva will not be liable for any damage or expenses incurred by the customer due to natural conditions such as insects, animals, snow damage or unforeseen weather variations.
5. Terms and conditions for accommodation services
The following terms apply for the following accommodation services: Oravankolo, Tikankolo, Myllyjärvi lakeshore cabin & hut, rental cabins at lake Matildanjärvi, Teijo Caravan area, Teijo wilderness hut and all Tentsile accommodations.
5.1 Booking
The customer is responsible for getting acquainted with the rental premises description and guidelines & terms of rental
The booking is binding, when the booking confirmation has been sent to the e-mail address provided by the customer
The customer is to pay for the booking by a payment method chosen by him/her. The terms of the payment are to be complied with.
Natura Viva is not responsible for an unsuccessful reservation. In this instance the customer must contact Natura Viva immediately in order for the error to be fixed.
In the case of an unsuccessful booking attempt, there is no guarantee that the premises are still available once the error has been corrected.
In this case the customer will be reimbursed or new accommodation premises will be suggested
5.1 Terms of Cancellation / Rescheduling the reservation
The customer can cancel the accommodation reservation at any time. Relevant cancellation terms will apply. The cancellation date is the date when Natura Viva receives the cancellation via cancellation form. Cancellation will be processed as soon as possible, but no more than within 4 four weeks from cancellation request.
The customer is responsible for sending the cancellation on time.
Cancelling an accommodation
If the customer cancels the accommodation…
at least 30 days before the start of the reservation, a cancellation fee of 25 € will be invoiced from the customer / person booking the premises.
less than 30 days but at least 14 days before the start of the reservation, a cancellation fee of 50 % of the original booking fee will be invoiced from the customer / person booking the premises.
less than 14 days before the start of the reservation, a cancellation fee of 100 % of the original booking fee will be invoiced from the customer / person booking the premises.
For bookings made with a discount code, 100 % of the booking fee will be invoiced from the customer, regardless of the cancellation date.
The booking can be rescheduled with the following terms:
The rescheduling can only be done once
The rescheduling must take place at least 30 days before the original reservation start-date.
The rescheduling fee of 25 € will be invoiced from the customer / person booking the premises.
If a rescheduled booking is cancelled, a cancellation fee of 100 % of the original booking fee will be invoiced from the customer, regardless of the cancellation date.
Natura Viva holds the right for cancelling the booking, when
A force majeure event occurs. When this occurs, the customer will be made aware of the event as soon as possible.
In a force majeure event the customer will be reimbursed the full payment of the reservation.
The other potential costs derived to the customer from the cancellation will not be reimbursed.
5.3 The usage of the premises
The accommodation and premises have been described in the product description. The customer is entitled to use the premises and the equipment and additional, separately agreed services within the reservation period.
The customer is responsible for contacting Natura Viva immediately in case of deficiencies in service and other complaints.
The customer is responsible for the cleanliness of the site during and after the rental period.
The customer shall take away all rubbish from the premises.
The customer is responsible for a full-scale cleaning of the accommodation and premises before leaving.
In case the customer leaves the accommodation and premises unclean, the customer will be invoiced all cleaning costs.
Cleaning work 62 € / hour
Travel expenses 0,87 € / km. Travel time is included in the working hours.
Minimum charge of cleaning related work: 4 hours.
In case the customer does not leave the premises as agreed, Natura Viva has the right to invoice the accommodation price double.
Pets
Pets are allowed at all Natura Viva accommodations excluding the Tentsile accommodations. The customer has to pay the pet-fee in case of bringing a pet to the accommodation.
The customer claims full responsibility for the pets brought to the premises and the potential damages they inflict.
All pets must be kept on leash within National Parks.
It is not allowed to leave pets on the premises unattended.
When bringing pets with them, the customer must take extra precautions concerning the cleanliness of the premises. The premises will always be inspected by Natura Viva staff once a pet has been present on the premises.
Pet owners must comply with potential, separately instructed terms and guidelines.
Keys
Use of the Natura Viva accommodation services is self-service. Instructions concerning the keys will be provided via email no later than a week prior to the accommodation.
The customer will receive instructions and a unique PIN-code to the email and phone number given at the of purchase. The PIN code is used in opening the smart box for the accommodation key.
In case the key is lost or not returned to the smart box, Natura Viva holds the right to invoice the customer all the costs associated with the loss of the key (changing the locks etc.), minimum of but not limited to 60 €.
Natura Viva is entitled to charge a minimum of 60 EUR in case it has to open the property due to a lost key or key left inside. The amount of compensation will be calculated on the basis of the hours worked and travel expenses.
Compensation / Liabilty of damages
The customer is liable to compensate all damages to the property caused by his/her actions to Natura Viva. The customer is responsible for all guests entering the premises and potential damages inflicted during the reservation period.
Natura Viva will not reimburse potential costs, drawbacks or discomfort caused by nature or natural phenomenon, such as insects, animals or weather.
Complaints and Reclamations
Complaints must always be laid as soon as possible.
If a satisfactory resolution can not be reached or if a complaint includes a refund claim. the complaint must be laid textually within 30 days after the end-date of the reservation.
The complaints will be processed by Natura Viva as soon as possible, at most within 30 days.
If a satisfactory resolution between the customer and Natura Viva can not be reached, the customer has the right to make the issue a matter of the Finnish consumer disputes board.
7. Delivery times
Service products available at the Natura Viva online store are delivered at the time chosen by the customer.
Physical products sold at the Natura Viva online store are not delivered to the customer but they are to be collected at the agreed Natura Viva location.
8. Delivery methods
The service product ordered from Natura Viva online store will be delivered at the time selected in the order. No delivery costs are added to the prices of the service products.
Natura Viva does not deliver physical products and they are to be collected at the agreed Natura Viva location.
9. Payment Methods
Natura Viva does not save or store the customers’ banking or credit card information in any situation.
Different payment methods and related costs are presented below. The customer agrees to comply with the terms and conditions of the payment method chosen.
9.1 Card and online banking payments, online payment services
Natura Viva uses Visma Pay as an intermediary for online payments. This allows you to pay with the most common payment methods, from card payments to e-wallets.
9.2 Cash
Natura Viva does not accept cash as a form of payment. At Natura Viva locations, payment is made by card, MobilePay and sports benefits.
9.3 Invoice
Invoicing is a payment method available only for businesses and communities. Invoicing must always be agreed separately in advance. If you are interested in this option, please contact us by email or phone.
Invoice surcharge is 21€ / invoice, including VAT 25,5 %.
9.4 Sports benefits
Sports benefits are valid only for exercise -related services. Natura Viva does not accept sport benefits as a payment method for physical products. Natura Viva accepts the following sports benefits:
Epassi
Smartum
Edenred
All the above benefits can be used as a payment method at the Natura Viva online store.
9. Customer returns
The services do not have a right of withdrawal. See Payment and Cancellation conditions for the services.
10. Sales territory
Natura Viva services can be purchased from all over the world.
Terms and conditions have been updated 18.3.2025
