Booking policy

See our updated booking policy due to Covid-19 here

General policy
The terms of sale, together with your order, confirmed through an order confirmation, constitute the entire contractual basis for the purchase. These provisions apply as a binding contract for goods/services purchased via norefjell.com or norefjellskiogspa.no, via our call center, directly from the agent, etc., and for stays at our rental units. Consumer purchases are regulated in the Consumer Purchases Act, the Right of Withdrawal Act, the Marketing Act, the Personal Data Act, the E-Commerce Act and the Credit Purchase Act. If you want more information about your rights and obligations when purchasing, these laws can be searched on lovdata.no. The conditions apply to products purchased from Norefjell Skisenter AS and Norefjell Ski & Spa AS hereinafter referred to as "Seller". Where these terms and conditions of sale require writing, this is fulfilled by using e-mail, SMS, letter, or the like.

1. General information
1.1. Anyone who orders a unit at Norefjell Ski & Spa using www.norefjell.com or www.norefjellskiogspa.no must be 18 years of age or older. 
1.2. Anyone who orders a unit at Mountain Lodge using www.norefjell.com or www.norefjellskiogspa.no must be 25 years of age or older.
1.3. Check the confirmation you receive so that it is in accordance with the order. The tenant is responsible for ensuring that the contract is in accordance with the order.
1.4. Seller disclaims liability for errors that guests make if they have not complied with our terms. The terms protect you as a guest, the accommodation and the seller as distributors.
1.5. Gift cards cannot be used as a means of payment at www.norefjell.com.

2. Ordering
2.1. You will receive an email when you have completed the order, provided you have used a correct and valid email address.
2.2. Seller and our affiliates are responsible for ensuring that your login information is not misused, resold to third parties or otherwise distributed without your consent. The login information is processed in accordance with the GDPR.
2.3. In connection with your order, you agree that we can send relevant information to your email address. You can unsubscribe from this information at any time by using the link in the newsletter.

3. Prices
3.1. The agreed prices are binding on all parties. The seller reserves the right to make typing errors.
3.2. The property reserves the right to make changes in the price as a result of increased costs of purchasing goods and services, increased taxes or other circumstances beyond the property's control.
3.3. Seller reserves the right to make printing errors in price lists.

4. Payment
4.1. When ordering, the amount is paid in full.
4.2. If you are paying an invoice, there will be an invoice fee of NOK 80,-.
4.3. Upon confirmed stay, the tenant accepts the rental terms mentioned below. Check the confirmation you receive so that it is in accordance with the order. The tenant is responsible for ensuring that the contract is in accordance with the order. Orders that are not fully paid can be canceled by the due date, and the usual cancellation policy applies.

5. Cancellation
5.1. If the guest cancels the stay earlier than 30 days before arrival, the advance payment will be returned, minus an administration fee of NOK. 500, - pr. rental unit. If canceled less than 30 days before arrival, the landlord retains the full amount paid. In case of earlier check-out, the amount of the remaining nights will not be refunded.
5.2. All cancellations must be made in writing to [email protected] / [email protected]
5.3. The customer is responsible for their own, relevant insurance premiums that apply to travel and customer/rental conditions. For example, travel and leisure insurance as well as travel and liability insurance.

6. Cancellation insurance
6.1. Cancellation insurance for NOK 500, - pr. unit can be purchased with the order. Cancellation insurance cannot be purchased separately or after the order.
6.2. Cancellation insurance gives you the opportunity in certain situations to cancel up to and including the day before the agreed arrival and receive the money back. The cost of the actual cancellation insurance is not reimbursed.
6.3. Cancellation insurance applies in the following situations, which were not known at the time of booking: A) Death, illness or serious accident that affects you, your husband / wife, partner, family or fellow travelers. B) Conscription to the military or similar. C) There is a serious incident beyond your control, which you could not foresee when you ordered, and which means that it is not reasonable for us to demand that you keep your reservation.
6.4. You must be able to document your reasons with a statement from e.g. doctor, the authorities or the insurance company. A receipt from a doctor's visit is not enough as documentation. The statement should be sent to us as soon as possible, preferably within a week from the day of cancellation. The declaration is sent to [email protected] / [email protected]

7. Force majeure and unsatisfactory weather conditions
7.1. The seller and our subcontractors (including accommodation) are not responsible for unsatisfactory weather conditions, closed facilities or other conditions beyond the facility's control. We make reservations about incorrect pricing, descriptions of services and technical problems that may arise. The parties may withdraw from the agreement if the housing unit cannot be used due to acts of war, natural disasters, prolonged interruptions of water or electricity supplies, and similar events that neither the landlord nor the tenant could anticipate or influence.
7.2. On the basis of events that are outside the accommodation's control, the accommodation has the right to move the tenant to an equal, or better, place of residence. Where possible, the tenant must be informed in advance of such changes. Such changes do not entitle the tenant to fail to pay for the stay.

8. Check-in and check-out
8.1. Key handover and return to our units at Norefjell Ski & Spa takes place at the reception at Norefjell Ski & Spa.
8.2. Key collection and return to our units at Mountain Lodge takes place at the reception at Mountain Lodge or they are picked up at the mailbox by the entrance.
8.3. We point out that you have to drive on a toll road to get to cabins and apartments located on Norefjell (price NOK 60, - per trip, paid in full by the tenant). Drive directly through the barrier and within 48 hours you must go to www.autopay.io, enter the license plate number on the car and pay for the passage.
8.4. Check-in takes place earliest at 16:00 (on some busy check-out/check-in days, the room may be finished later than this).
8.5. Check-out takes place latest at 11:00 (late check-out can be purchased at capacity, contact reception at check-in).

9. Tenant's responsibility for accommodation and other conditions
9.1. The tenant is obliged to treat the rental unit, fixtures and equipment in connection with the unit in such a way that no damage and unnecessary wear and tear occurs.
9.2. Noise in the rental unit that is a nuisance to our other guests will be reported. If the prosecution is not upheld, immediate eviction can be made. In such a situation, the rental amount is not refunded. It must be quiet no later than 23.00. In the event of damaged furniture or equipment, vandalism / damage or self-inflicted fire alarm leading to an emergency, compensation will be claimed before departure, possibly post-invoiced. The rental unit must only be inhabited by the contracted number of people.
9.3. Pets can only be brought to the units where this is allowed, and payment for this has been agreed upon. In the event of a breach, NOK 5000,- will be invoiced to the tenant. If you want to bring pets, it is important that this is specified in the booking.
9.4. On departure, the guest must tidy up after themselves. This means that the guest washes spills on benches, does the dishes and removes rubbish and empty goods from the accommodation unit. Any rented bed linen must be removed and placed next to the bed on departure. Should our inspection staff not approve the cleaning, an additional fee will be charged. Remember to close all doors and windows.
9.5. Duvets and pillows are available in the rental units, bedding and towels can be rented at Norefjell Ski & Spa or brought along. Bed linen should be ordered no later than one week before arrival.
9.6. Damage caused by the tenant to the unit shall be compensated by the tenant.
9.7. All of our rooms and apartments are non-smoking and we ask all our guests to respect this. If this is not complied with, you will be invoiced NOK 5 000,-.
9.8. The tenant is obliged to follow regulations regarding animal husbandry, smoking and the use of open fire. In the event of violation you will be invoiced a minimum fee of NOK 5000,-. Make sure you also read our other applicable rules for each individual accommodation.
9.9. Power is included in the price.

10. Complaints
10.1. Any complaints during the stay must be made to the landlord on site. Get in touch immediately, or no later than 10:00 the day after arrival, so that the defect / error can be corrected immediately and with the least possible inconvenience to the guest. Errors that are first reported on departure or later will not be compensated financially.

11. Terms for ski passes
11.1. Before making a final order, you should read and familiarize yourself with important information about the product in question. The customer is responsible for ensuring that the purchase is in accordance with their own wishes. The buyer is responsible for ensuring that the information in the confirmation (only late as e-mail) is in accordance with the order.
You can also register and log in as a user via social login (Facebook and Google). When you register using Facebook or Google, you will be able to log in to your account with the email you are registered with on these services. You can change your personal information at any time by logging in to My page”
All guests should follow the Covid infection advice and should not be present in the area in case of symptoms of respiratory infection. Violation of these rules may result in expulsion from the site.
11.2. When you buy a ski pass online, you can buy this with or without a Keycard. If you buy a ski pass with an existing Keycard, your ticket will be activated on the first pass in the ski lift. If you have purchased a new Keycard online, this can be picked up at the destination.
If the ski resort has QR / barcode readers in the ski lift, the ticket can be downloaded to your smartphone (for offline use) and used for direct access.
If the ski resort has a pick-up box for ski passes, the QR / barcode can be used to pick up your tickets. If the ski resort does not have this, you can go to the ski shop or ticket office.
11.3.
After correctly completing the online payment, you will receive a receipt by e-mail. This receipt will contain all details of your purchase and can be brought to the ski resort.
The order has not been completed and is not valid in the following cases:
- The customer has not received an e-mail with a receipt with confirmation / reference number.
- Card payment is canceled for various reasons and payment fails.
- The payment is not completed or completed incorrectly so that the amount is not deducted from the account.
11.4. Payment
We use a payment solution from Nets AS - Netaxept. Third parties will not have access to your personal information Netaxept and use Secure Socket Layer (SSL) when transferring personal information. SSL creates a secure (encrypted) connection between your machine and Netaxept. In this way, the information can be transferred securely without unauthorized persons being able to read it along the way.
11.5. Right of withdrawal
When buying a ski pass on the internet, there is no right to cancel or refund, cf. the Right of Withdrawal Act, Chapter 6 §22 letter m) This also applies to packages and campaigns that contain date-fixed ski passes or date-fixed events.
11.6. If taxes and / or fees change, and thus lead to a cost increase for the provider after the order has been completed and paid, the price can be increased accordingly for the customer. The price change must be notified to the customer immediately.
11.7. We reserve the right to make any publishing or proofreading errors on websites and other printed information about the offers that the provider mediates.
11.8. Guests are asked to contact the provider if it has anything to fault the ordered arrangement. If the guest and provider are unable to negotiate an agreement, any dispute regarding a previously entered into agreement must be resolved in a local court.
11.9. In the event of an interruption of operation - ie in the event of a lift stop and / or when more than 50% of the total trail offer at the time of purchase cannot be used - the cardholder is entitled to a proportionate refund for the time the ski pass cannot be used. The interruption of operation must be of at least 30 minutes duration and the sum of the interruptions of operation must be more than 1/3 of the validity of the ski pass. No refunds will be given for the purchase of day passes or hourly passes.
11.10 (Force Majeure). Both parties have the right to withdraw from the agreement if the event cannot be carried out as a result of acts of war, natural disasters or labor market conflicts. Prolonged interruptions in water or energy supply, fire or other similar major events that neither party has been able to anticipate or influence.
In the event of an interruption of operation that is beyond the ski resort's control, the reimbursement shall correspond to 50% of the proportional reimbursement to which the cardholder is entitled in accordance with the preceding paragraph. This applies to operational interruptions as a result of, for example, weather and wind conditions, lack of snow, landslides, lightning strikes, floods, fires, power outages, strikes, public law bans or injunctions, pandemics, etc. and which constitute conditions which the plant could not reasonably expect to take into account at the time of purchase. It is up to the plant to document that the outage is due to such conditions and that the plant has not had the opportunity to avoid or overcome the consequences of these.
The above provision does not apply if the facility is open more than 1/3 of the season. If the facility is closed - for example due to lack of snow - more than 1/3 of the season's total number of ski days, the cardholder can demand a proportionate refund for the time the season pass cannot be used. The cardholder is not entitled to the full purchase price. A possible refund claim is limited to 50% of the ski pass purchase price, regardless of the time of purchase. The refund shall correspond to 50% of the proportionate share of the time the ski pass cannot be used, ie the value of the ski pass divided by the number of days in the season. This "day rate" is decisive for the size of the reimbursement claim. Any refund claims can not be settled until after the season has ended. Until the end of the season, the plant owner can consequently reject any reimbursement claims.

12. Terms for ski rental
12.1. Valid identification is mandatory when renting equipment. This also applies to pre-booked and paid equipment.
12.2. All payment is made in advance. Repayment of the rental amount is only made in the event of illness against a doctor's certificate.
12.3. Alpine skiing can be easily confused. Remember what the skis look like and where you place the skis! It is not permitted to transfer, rent or sell rented equipment.
12.4. Equipment should only be used on marked and groomed trails. Damage to the equipment during other use must be compensated.
12.5. The rental place is not responsible for the theft of the equipment. During the rental period, the customer is responsible for the equipment.
12.6. The rental place is not responsible for personal injuries caused to the customer, property or third party during the rental period.
12.7. Money will not be refunded for canceled rent unless there is a written doctor's statement.
12.8. The equipment must be returned to the rental place when the rental period ends.
12.9. It is the customer's responsibility to approve the equipment before use.
12.10. The customer is aware that the binding on alpine skis is of the release type. This reduces the risk of injury, but is no guarantee of safety. On snowboards there are no releasable bindings.

13. Terms for ski school
13.1. All payment is paid before the start, online or over the counter in the ski rental at Skistua or Norefjell Ski & Spa.
13.2. If canceled 48 hours before the start of the lesson, the full amount will be refunded minus a fee of NOK 195,-.
13.3. If canceled on the same day a doctor's claim is required, the full amount will be refunded minus a fee of NOK 195,-.
13.4. Group courses at Norefjell: A) Meeting places for group courses are at the bottom of the hotel lift in Bøseter B) Group courses require a minimum of three (3) participants. For two (2) registered, we offer one hour per day and for one registered we offer an discounted alternative.
13.5. Private lessons at Norefjell A) Meeting place for private lessons is agreed with the ski school booking. You can arrange Bøseter (Norefjell Ski & Spa), Skistua or Norefri. B) Private lessons, regardless of duration, can be booked online.

14. Ski security (in cooperation with Alpinanleggenes Landsforening, ALF)
14.1. It is important that you wear a helmet, show consideration for other skiers and snowboarders and follow the rules of skiing. It should be safe to ski with us, and that means that everyone have responsibility for their own riding.
14.2. Responsibility to avoid injury: You must behave so that you do not injure yourself or others.
14.3. Adjust the speed according to the conditions: You must ride in a controlled manner, adjust the speed and riding style according to skill, terrain, riding conditions and traffic.
14.4. If you come from behind (from above), you are responsible for avoiding a collision.
14.5. It is forbidden to rid straight downhill except for during organized training. If you ride past another skier or snowboarder, you must give him or her sufficient space for both controlled and uncontrolled movements.
14.6. If you ride into or turn upwards on a descent, you must ensure that this happens without danger to yourself or others. The same applies to riding after a stop.
14.7. Do not stop/sit in cramped places.
14.8. If you are on foot, you must only use the outer edges of the hill.
14.9. Ski stoppers/straps are mandatory. Always make sure that the bindings are set correctly.
14.10. Follow all signs, markings and instructions.
14.11. In the event of injuries, everyone has a duty to help. Witnesses and participants are obliged to state personal details. Alpine skiing is associated with a certain danger, therefore show caution. Drugs and skiing do not go together. Violation of the disc rules may result in expulsion from the ski resort.