Legal Policies

1. Introduction

Delux Tours AS ("we", "our", "us") is committed to protecting your personal data. This Privacy Policy explains how we collect, use, store, and share information when you use our website www.deluxtours.net, contact us via email or WhatsApp, or book our services. We process personal data in accordance with the General Data Protection Regulation (GDPR) and the Norwegian Personal Data Act (Personopplysningsloven).

2. Data We Collect

Information you provide:

• Full name, email address, phone / WhatsApp number
• Hotel or accommodation address (for tour pickup)
• Travel dates, group size, and special requests
• Payment information (processed by secure third-party providers)

Information collected automatically:

• IP address, browser type, pages visited (Google Analytics — anonymised)
• Device information and referral source

3. How We Use Your Data

• To confirm, manage, and deliver your booking
• To respond to inquiries via email or WhatsApp
• To assign guides and drivers to your tour
• To comply with Norwegian accounting and tax law
• To send marketing communications (only with your consent)

We do not sell or share your data with third parties for their own marketing purposes.

4. Data Sharing & Retention

• Guides and drivers: Name, pickup address, tour details only
• Booking platforms: GetYourGuide, Viator, Bokun (if booked via these)
• Payment processors: Stripe and other secure providers
• IT providers: Zoho Mail, Google Workspace, Make.com, Relevance AI — all bound by data processing agreements
• Norwegian authorities: When required by law

Retention: Booking records 5 years (law), communications 2 years, marketing until consent withdrawn.

To exercise your GDPR rights (access, rectification, erasure, portability), contact: info@deluxtours.net. You may also contact Datatilsynet.

5. Acceptance of Terms

By booking a tour or service with Delux Tours AS — whether directly, via our website, or through a third-party platform — you ("the Client") confirm that you have read, understood, and agree to be bound by these Terms and Conditions. These terms constitute a legally binding agreement under Norwegian law. If booking on behalf of a group, you confirm that all members have been informed of and agree to these terms.

6. Booking & Payment

• All bookings are subject to availability and confirmed only upon receipt of payment or written confirmation from Delux Tours AS.
• Prices include Norwegian VAT (MVA 25%) where applicable.
• Full payment is required to confirm the booking unless otherwise agreed in writing.
• Delux Tours AS reserves the right to adjust prices due to exchange rate fluctuations or changes in supplier costs — with prior written notice to the Client.

7. Client Responsibilities

• The Client must be at the agreed pickup location at the confirmed time. No refund is given for missed pickups due to the Client's lateness.
• The Client must provide accurate contact details, hotel address, and any relevant medical or mobility information prior to the tour.
• The Client is responsible for ensuring all group members hold valid travel documents and travel insurance.
• Delux Tours AS strongly recommends comprehensive travel insurance covering trip cancellation, medical expenses, personal accident, and personal liability.
• The Client must behave respectfully towards guides, drivers, and other participants. Delux Tours AS reserves the right to terminate a tour without refund if a Client's behaviour is deemed dangerous, abusive, or disruptive.

8. Cancellation by the Client

Walking Tours (Oslo, Bergen, Ålesund):

Nærøyfjord Full Day Tours:

Airport & City Transfers:

All cancellation requests must be submitted in writing to info@deluxtours.net. Cancellation time is calculated from the moment the written request is received by Delux Tours AS.

9. Cancellation by Delux Tours AS

Delux Tours AS reserves the right to cancel or modify a tour due to severe weather, natural disasters, force majeure events, or safety concerns. In such cases, the Client will receive a full refund within 5–7 business days, or the option to reschedule at no additional cost. Delux Tours AS is not liable for any additional costs incurred by the Client (flights, hotels, or other arrangements).

10. Refund Processing

• Refunds are processed to the original payment method only.
• Processing time: 5–7 business days after approval.
• Bookings via third-party platforms (GetYourGuide, Viator) are subject to those platforms' refund policies.
• Delux Tours AS does not cover bank transfer fees or currency conversion losses.

11. Limitation of Liability — Personal Injury & Accidents

Delux Tours AS shall not be held liable for:

• Any personal injury, illness, death, loss, or damage suffered by the Client or any group member during or in connection with a tour or transfer, unless directly caused by the proven gross negligence of Delux Tours AS or its employees.
• Injuries sustained as a result of the Client's own actions, negligence, failure to follow safety instructions, or failure to disclose relevant medical conditions prior to the tour.
• Injuries arising from the Client engaging in activities beyond those included in the booked tour (e.g. independently climbing viewpoints, entering restricted areas, or engaging in unsupervised activities).
• Medical expenses, hospitalisation, evacuation costs, or consequential financial losses arising from personal injury.
• Loss or damage to personal belongings, luggage, or equipment during the tour.

The Client is solely responsible for holding adequate travel and personal accident insurance. Where liability cannot be excluded by law, the maximum liability of Delux Tours AS is limited to the total amount paid by the Client for the specific service in question.

12. Limitation of Liability — Third-Party Services

Certain elements of our tours involve third-party operators including Flåm Railway (Vy Group), Nærøyfjord cruise operators (Norled / Fjord Tours), external transport providers, and attractions. Delux Tours AS is not liable for delays, cancellations, service failures, accidents, or injuries caused by third-party operators. The Client's recourse in such cases is against the relevant third party. Delux Tours AS will assist where possible in pursuing such claims.

13. Force Majeure & Natural Events

Delux Tours AS shall not be liable for any failure or delay in performing its obligations where such failure results from circumstances beyond its reasonable control, including but not limited to:

Natural Disasters & Extreme Weather:

• Avalanches, landslides, or rockfalls
• Flooding, storms, or extreme snowfall
• Lightning, dense fog, or ice conditions making roads or routes unsafe
• Earthquakes or volcanic activity

Other Force Majeure Events:

• Acts of war, terrorism, or civil unrest
• Government actions, border closures, or travel restrictions
• Pandemics, epidemics, or public health emergencies
• Industrial action, strikes, or transport disruptions
• Infrastructure failures (roads, bridges, tunnels closed by authorities)

Procedure in Force Majeure Situations:

• Delux Tours AS will notify the Client as soon as practicable of any Force Majeure Event.
• Where a tour is cancelled by Delux Tours AS due to Force Majeure, the Client will be offered a reschedule or full refund of the amount paid to Delux Tours AS.
• Delux Tours AS is not responsible for additional costs incurred by the Client (flights, accommodation, etc.) as a result of Force Majeure.
• Pre-purchased third-party tickets (Flåm Railway, Nærøyfjord cruise) in Force Majeure situations are subject to those operators' own refund policies. Delux Tours AS will assist in submitting refund requests but cannot guarantee recovery of these costs.

14. Health, Fitness & Medical Conditions

By confirming a booking, the Client declares that they and all group members are in suitable health to participate in the selected tour. Clients with pre-existing medical conditions, physical disabilities, or reduced mobility must inform Delux Tours AS at the time of booking.

• Certain tours involve significant physical activity and may not be suitable for all fitness levels (e.g. Aksla viewpoint — 418 steps).
• Delux Tours AS reserves the right to refuse participation if a Client's condition poses a safety risk.
• Guides and drivers are not medical professionals. In a medical emergency, Norwegian emergency services (113) will be contacted immediately.
• The Client is responsible for carrying required medication and informing the guide of any relevant medical conditions.

15. Children

• Children under 18 must be accompanied by a responsible adult at all times.
• The accompanying adult assumes full responsibility for the safety and behaviour of minors in the group.

16. Complaints

Any complaints must be raised with the guide or driver immediately during the tour, or submitted in writing to info@deluxtours.net within 14 days of the tour date. Complaints submitted after this period may not be considered. Delux Tours AS will respond within 14 business days.

17. Governing Law & Jurisdiction

These policies are governed by the laws of Norway. Any disputes shall be subject to the exclusive jurisdiction of the Norwegian courts, with Nedre Romerike District Court as the agreed venue. For consumers within the EU/EEA, mandatory consumer protection provisions of the consumer's country of residence shall apply where they provide greater protection than Norwegian law.

18. Contact