What you need to
KNOW
before we go
We have tried hard not to make a lot of rules, terms, and conditions. Nature is about feeling free, relaxing, and being curious, and exploring. That said, being responsible for your safety and well-being, we need some guidelines and clarifications before we set out.
If you have any questions after reading this, please get in touch with us before ordering. We want you to know what you are going to be part of.
You might find answers to some of your questions in the blog or FAQ
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The Arctic Moments is a part of the guide company
Naturguiden AS/naturguiden.no.
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More information on the webpages:
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Insurance & responsibility
Naturguiden AS/The Arctic Moments is actively working to ensure that the tour will be carried through in the safest way possible, but we cannot secure every single step the individual participant will take.


It is therefore essential that each participant is covered by an insurance policy. Parents and other supervisors who guarantee for children, have to make sure that everyone in their company is in adequate physical shape to participate in the chosen activity.
Each participant is obliged to follow the guide's instructions at all times.
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We can not take responsibility for your personal equipment, for example, camera(s), jackets, mittens, sunglasses, etc. Make sure this is covered through your traveler's insurance should you lose or break something.
Also make sure you keep your equipment dry, on your body, or in the backpack. Cameras tend not to like being brought in and out of different temperature environments during the winter.
Clothing and sitting mats can blow away if you leave them on the ground, therefore it makes sense to keep them in your pockets or your backpack if not in use.
Also - we do light bonfires on some of our trips if the time and weather permit it. Sometimes sparks can burn small holes in jackets and pants. Consider this a free memory from the arctic wilderness, or bring a jacket/pants that are bought for this purpose.
Changes & Cancellations
We use Online Travel Agencies (OTA's) (like Viator, NordicBooking and Get Your Guide). It is practical for us, and safe for you. We have a liberal cancellation policy, and as of today, the policy is that you can cancel your booking within 24 hours of departure - for example at 18:59/6:59 PM - one day before the tour takes place.
If you would like to cancel a tour using our 24-hour cancellation policy please do so using the link in your booking confirmation from either us or any of the above-mentioned OTA´s (depending on where you booked in the first place). You might also send us an email if special circumstances should arise.
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For cancellations occur later than the 24-hour limit we normally don´t give a refund.
When booking through our website (thearcticmoments.com), and opting for the enhanced refund terms at checkout, and you as a customer cannot attend your booking because of a circumstance listed within the Enhanced Refund Terms, you can apply for a 100% refund any time up to the (first) date of the tour/activity, or for up to 60 days afterward, directly through Protect Group. Contact us at contact@naturguiden.no if anything is unclear or if you have questions.
​We normally don´t cancel an activity due to normal winter conditions (there is almost always a chance to see the lights), but sometimes it is necessary due to poor driving conditions and/or avalanche risk. We do take your safety and well-being seriously, and we figure if we feel uncomfortable we should not take you on an adventure. If we do cancel a trip due to weather, driving conditions, broken down vehicles, illness, or forces we can not control (Force Majeure*), etc. you will, of course, get a full refund or a chance to do the same or another excursion on a different day.
You will NOT get a refund if we don´t see the northern lights or if they are weak. It is important that you understand that this is a natural phenomenon that is difficult to predict, and on some days we will not see the Northern Lights as portrayed in pictures in social media. Some days we will not see her at all, but luckily they are not very often.
Even on days where the Aurora forecast is good we still might end up seeing weak or no lights at all. That said, we see reasonably good northern lights on about 9 out of 10 excursions during an average season. Northern lights seen through a camera do look better than in real life, meaning we are still able to take pictures even when the lights are not super strong.
We cannot be held responsible for any other expense (for example flight tickets) you have had in connection with this tour. In case of cancellation, you will be notified as early as possible. Please regularly check your email or phone before the tour departure, especially if weather conditions are challenging. Get in touch if you have questions.
A trip can also be canceled if the minimum number of participants is not met. The minimum number of participants will be stated in the product descriptions - normally 2 full paying participants.
Trips can be canceled on short notice due to the above-mentioned causes. We will do our best to get you on the same or equivalent trip as soon as possible. Your contact information must be correct and updated so that we can reach you if necessary. Please be aware and have your phone reachable on the day of your tour, as The Arctic Moments will not be held responsible for no correspondence from your side.
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Refunds take 5-10 business days before it reaches your card after our approval. Refunds must be sent back to the card that was originally debited.
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*Force Majeure shall mean an unusual and unforeseeable event beyond a party’s control, including without limitation: any act of God or public enemy, war, civil war, insurrection, avalanche, riot, fire, storm, flood, sabotage, embargo, explosion, industrial action (including strike), hostilities or terrorism or threatened hostilities or terrorism, and provided further that the consequences of the event cannot be avoided or circumvented by the party referring to Force Majeure.
Safety & Security
In order to take care of safety on the tours, both winter and summer, we have chosen the 1:8 model. That is, when the number of guests on each outdoor activity is more than 8, there will be at least two guides. On most of our activities, we travel in small groups, and we have an upper limit of 8 guests.
All of our guides have a passion for outdoor life, with wide experience in different outdoor activities. It is mandatory that they all have up-to-date knowledge on first aid and navigation, that they are updated on the elements in the product- and that they can handle various weather conditions. The guides will always bring the necessary safety equipment along. 

Furthermore, it is the responsibility of the guide to see that everyone in the group is sufficiently equipped and is in a condition to participate in the adventure. If the guide, for some reason, should deem someone unfit to participate (due to alcohol intoxication (or other drugs), inappropriate clothing, illness, health, etc.), the guide is responsible for denying this person participation. In such cases, there is normally no refund, but we will work with you to find a suitable solution.
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Please get in touch if you have any weather-related questions or concerns.
Health
Please inform us of any food allergies before the tour, and don´t hesitate to ask what we are bringing. On a normal tour, there are going to be vegetarian and vegan alternatives.
You are responsible for your own health during the tours, but it is essential to notify us of any medical conditions before the tour so that we can assist you in case of an emergency.
If for any physical or psychological reasons, you become unsuitable to join the tour you have booked, we will adhere to the cancellation policy outlined on this page. Just communicate with us, we´ll fix.
It is important to be in adequate physical condition to handle the challenging Arctic weather and traverse ice and snow. While our tours are generally suitable for most people, they are not appropriate for everyone. Unfortunately, due to the nature of our outdoor, active tours on rough terrain, deep snow, and slippery conditions, individuals with mobility issues or injuries cannot participate in the group tours. Let us know if you are unsure, and we´ll have a chat.
At the time of pick-up, we reserve the right to assess your fitness for the tour. If there are any concerns about your safety, we may be compelled to deny your participation, and the cancellation policy will apply, meaning no refund will be provided if you do not meet the clearly outlined fitness requirements.We have never denied ant guest participation due to fitness, but it might happen.
We also reserve the right to refuse your participation and deny a refund if, at the pick-up point, there are signs or suspicions that you are under the influence of alcohol or drugs. No exceptions will be made.
Bringing alcohol or drugs on the tour is strictly prohibited. This is not to be taken lightly—any attempt to sneak them in could lead to serious consequences, especially if authorities conduct a road check, as
Norway strictly enforces regulations regarding alcohol in commercial activities.
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We also reserve the right to deny your participation without refund if you exhibit symptoms of flu or other viruses at the pick-up point. We kindly ask that you act responsibly and inform us immediately if you are unwell, to avoid any unpleasant situations. Again, it is natural to get sick from time to time - inform us and we´ll assess.
Please be aware that access to toilets during these tours is limited. While there may be opportunities to stop at gas stations or public restrooms on some routes, in most areas away from Tromsø, facilities are sparse, and nature may be your only option. It is usually not a big deal.
Photos
All photographs taken during our excursions might be published by Naturguiden AS/The Arctic Moments. Unless differently agreed upon by written request, the customer acknowledges that all photographs taken during the tour can be publicly displayed by Naturguiden AS/The Arctic Moments.
The re-distribution of our photos or the use of our photos within products that are mass-distributed in any type of archive format is not allowed without an extended or special license. Naturguiden AS/The Arctic Moments does not sell the ownership nor the copyrights of an image, but only the license to use it.
You can use Naturguiden AS/The Arctic Moments images for any personal projects without time, location, or number constraints. For example in social media - we encourage that. Do not crop away the logo at any point. Get in touch if you need a photo without the watermark - we are not very expensive, but have spent a lot of money on photo gear.
You may not lease, sell, re-distribute, publish, or use for any commercial or public purpose any Naturguiden AS/The Arctic Moments images unless an extended license for product resale or a special license with free rights for the image was purchased. Get in touch, and we´ll fixt something.
All Naturguiden AS/The Arctic Moments images are provided as downloadable JPG files. We do NOT provide RAW or sell hard copies nor any kind of prints unless differently agreed upon by private requests. You will find your photos at www.thearcticmoments.com under the tab «Your Photos». Most photos are also sent directly and digitally to the customer. The photos are watermarked - get in touch if you want to buy photos for your wall at home without the watermark.
You are not allowed to use Naturguiden AS/The Arctic Moments images in any way that places the photographer or people in the photo in a bad light.
You are not allowed to use Naturguiden AS/The Arctic Moments images in any manner that is considered libelous, slanderous, defamatory, obscene, indecent, or illegal.
By downloading our images, tours, activities, and services, you are agreeing to be bound by the terms and conditions of this agreement.
Commission sale
Naturguiden AS/The Arctic Moments is also selling tours for other tour operators in Tromsø. Who you are booking with is stated on the tour information page, and all pages before confirming the booking and checking out. These are companies we trust and have had a cooperation with for some time. Naturguiden AS/The Arctic Moments gets a commission for selling their tours (commission) but is not directly responsible for any complaints or refunds claimed by the customer. The provider should be clearly visible on the travel documentation received upon booking, and any inquiries about tours should be made directly to the email or phone number stated on the ticket or other travel information.
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Naturguiden AS/The Arctic Moments is responsible for forwarding your booking to the relevant supplier. It is the supplier’s responsibility to provide the activity, rental equipment or accommodation in line with your booking. We will ensure you receive relevant information before your arrival/tour. The supplier will contact you and us in the event of any major changes or cancellation of your booking, and we will handle the cancellation. The agreement may apply to accommodation, an activity, product, service or a combination of these.
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Your booking is confirmed when you receive a confirmation e-mail with a booking reference number. We recommend all our guests print this confirmation and bring it with you when you arrive for your stay/tour. A minimum age of 18 applies to make a booking through Naturguiden AS/The Arctic Moments.
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​We are responsible for ensuring that our suppliers receive payment for the product(s) you book via us. Our suppliers are responsible for ensuring that every aspect of their programme, including complete insurance, permits, equipment, staff etc., complies with the current legislation and regulations applicable for the supplier.
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Naturguiden AS/The Arctic Moments cannot be held responsible for the outcome of tours, not directly operated by Naturguiden AS/The Arctic Moments, that are weather- and nature-dependent. This includes Northern Lights, whale watching tours, or any other nature or wildlife sightseeing tour.
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Different cancellation terms may apply on tours not operated directly through Naturguiden AS/The Arctic Moments. Please read the description stated on the tour page and your ticket.
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Get in touch if there are questions - we are here to help!
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