Terms & Conditions

Overview

Travenor Fjord Tours AS – Terms and Conditions

Travenor Fjord Tours AS offers guided tours in and from Bergen, Norway. By browsing our website and/or booking a tour package with Travenor, you acknowledge that you have read, understood, and agreed to the following terms and conditions.

Booking

Bookings can be made through our website, by phone, via email, or through authorized third-party platforms where our services are available.

If you book by phone or email, an invoice will be sent to you via email. By making a booking, you confirm that you have the authority to accept financial responsibility for yourself and any accompanying travelers. You must be at least 18 years old to make a booking.

All bookings must be finalized before the tour begins. This means your booking must be completed, confirmed, and fully paid prior to the start of your tour.

Sourcing Availability and Securing Bookings

At Travenor Fjord Tours AS, we strive to ensure a seamless booking experience by carefully managing tour availability and securing reservations in advance.

Availability and Confirmation

• Availability for tours is determined based on guide schedules, seasonal demand, and logistical considerations.
• When you submit a booking request, we will confirm availability and provide a detailed itinerary.
• A booking is only considered secured once confirmation is received, and the required payments have been made according to the payment plan outlined below.

Trip-Design Fee

For customized journeys, a non-refundable trip-design fee is required before we begin planning and arranging your itinerary. This fee is credited toward the final bill if the trip is booked through us. However, if the trip is not booked through Travenor, the fee remains non-refundable.

The fee structure is as follows:

• NOK 3,000 – For journeys lasting less than 10 days
• NOK 5,000 – For journeys of 10 days or longer
• NOK 8,000 – For groups of more than eight guests or last-minute bookings made less than 45 days before the desired arrival date
• Peak season bookings: The trip-design fee may be higher due to increased demand and complexity in securing reservations.

Payment Plan

• For standard tours: Full payment is required at the time of booking.
• For customized trips:
  • 50% of the total tour cost is due upon confirmation.
  • The remaining balance must be paid no later than 45 days before the tour start date.
  • For bookings made within 45 days of departure, full payment is required at the time of booking.

Failure to meet payment deadlines may result in the cancellation of your booking without a refund.

Terms of Payment

For walking tours, the full amount is charged at the time of booking. We do not offer any credit at the moment. 

Please note that the tour will not start until all dues are paid and we reserve the right to cancel the tour if services are not paid for.

Guides

All our guides are independent contractors authorized to guide tours in Bergen.

Our guides are compensated based on the number of attendees per tour. Because of this, we are unable to accommodate booking changes within 24 hours of the tour’s scheduled start. Last-minute adjustments directly impact our logistics’  and we believe in respecting and fairly compensating employees for their work they do.

Terms of Cancellation

Cancellation by the Customer

• Customers may cancel up to 7 days before the tour start date for a full refund.
• A 50% cancellation fee applies to cancellations made less than 7 days in advance.
• A 100% cancellation fee applies to cancellations made less than 24 hours before the tour start time.

Cancellation by the Company

We reserve the right to cancel a tour under the following circumstances:

• Minimum Participant Requirement Not Met

  • Walking tours require at least three participants.
  • Bus tours require at least five participants.
  • If the minimum participant requirement is not met, we may cancel the tour. In this case, you will be offered an alternative date or a full refund.

• Bad Weather

  • We do not cancel tours due to rain or general weather conditions.
  • Bergen is Norway’s rainiest city—please assume it will rain and dress for success.

• Guide Injury or Illness

  • If a guide becomes ill or injured, we will make every effort to find a replacement.
  • If a replacement guide is unavailable, the tour will be canceled, and a full refund will be issued.

• Force Majeure & Unforeseen Circumstances

  • We reserve the right to cancel tours due to circumstances beyond our control, including but not limited to:
    • Extreme weather conditions
    • Mechanical breakdowns
    • Protests or civil disturbances
    • War or security concerns
    • Significant road closures or transport disruptions

In all cases where we cancel a tour, customers will receive a full refund or the option to reschedule.

Tour Attendance

By booking a tour, the customer agrees to arrive at the designated meeting point on time. Travenor reserves the right to cancel any booking if the customer is more than 15 minutes late, with a 100% cancellation fee applied.

No-Show Policy

• No refunds will be given if you fail to arrive at the agreed time and place.
• If you arrive more than 15 minutes late without prior notice, it will be considered a no-show, and a 100% cancellation fee will apply.
• No rescheduling will be offered for no-shows; a new booking must be made at full price.

Customer Obligations

• You are responsible for ensuring that your health and fitness level, as well as that of your travel companions, are suitable for the chosen tour.

  • “A Walk Through Bergen Past & Present” and “Historic Nordnes” are moderate-intensity walking tours that include stairs, cobblestones, and hills.
  • No refunds or alternative routes will be provided if you are unable to complete the planned route.

• You must inform us in advance if you are traveling with a wheelchair, pet, or stroller.

• Failure to disclose this information may result in cancellation with a 100% cancellation fee.

Risk of Injury

• By participating in our tours, you acknowledge that there is an inherent risk of injury, such as tripping or falling.
• By booking the tour, you accept this risk and understand that personal travel insurance is not included in the tour price.
• We strongly recommend that all participants secure personal travel insurance that covers the duration of their stay.
• Financial liability: We do not assume financial responsibility for injuries unless they result from gross negligence by the guide.

Changes to Booking

Changing the Tour Start Time

• Tour start times can be changed more than 24 hours before the scheduled tour by contacting us directly at post@travenor.eu.
• Tour start times cannot be changed within 24 hours of the tour. There are no exceptions. When you book your ticket, you are reserving a specific time slot.
• If you wish to reschedule your tour within 24 hours of the start time, a 50% rebooking fee will apply, which must be paid before the tour begins.

Changes to the Number of Participants

• The number of participants can be adjusted up to 24 hours before the tour.
• The maximum group size is 16 participants. If the tour is fully booked, additional members cannot be added—no exceptions.
• If a group member cannot attend within 24 hours of the tour, their spot will be removed, but no refunds will be issued.
• If you arrive with additional guests who have not paid, and the tour is fully booked, they will not be allowed to join.

Missed Tour Due to Flight or Train Delay

• No refunds are provided for cancellations within 24 hours of the tour, including missed tours due to delayed flights or trains.
• Your tour may be rescheduled, subject to availability, but a 50% rebooking fee will apply.
• We strongly advise against booking a tour within two hours of your flight or train arrival in Bergen, as delays are frequent.

Disputes and Resolution

• If you wish to raise a complaint about your tour, please inform the guide or contact Travenor Fjord Tours AS immediately at post@travenor.eu so we can attempt to resolve the issue.
• Travenor is not responsible for any automated messages, advertisements, or review prompts sent by third-party booking platforms. While we carefully select the platforms we partner with, they may update their own Terms and Conditions at their discretion.
• Personal data shared with third-party vendors is managed according to their privacy policies, and we encourage you to review their Terms and Conditions before booking.

Legal Resolution

• Any disputes arising from this agreement will be governed by Norwegian law.
• Travenor encourages direct communication to resolve disputes amicably.
• If a resolution cannot be reached, legal matters will be handled in the Hordaland District Court (Bergen Tingrett), which you accept as the designated legal venue.

Need help?

Contact us at post@travenor.eu for questions related to refunds and returns.