General Terms

Registration/conclusion of the Agreement

The contractual obligations between the customer and Smyril Line (SML) start upon registration/when participant receipt is issued. Unless otherwise stated these General Terms and Conditions are considered part of the agreement. What has been stated in SML’s program, brochures and sailing lists and/or in any other marketing material concerning the package tour in question is considered part of the package tour agreement, unless any other agreement has been made. In order to be effective, any special agreements based on the customer’s particular requirements must appear in the agreement.

Reservations

Passengers are responsible for ensuring that the invoice/description of the journey corresponds to the reservations made. The traveler is responsible for ensuring that SML has the correct name as stated in the traveler’s passport at the time a reservation is made. Travellers are to provide SML with a telephone number or email address, which is reachable during the whole journey. When ordering tickets, information must be provided concerning any passengers with reduced physical or mental abilities who would necessitate assistance in following safety instructions. Please see regulations regarding “check-in” when travelling with special needs.

Travel Documents

All travelers must be in possession of a valid travel document, ready to present if requested. Travelers themselves are liable for any expenses, which may arise in case travelers are refused entry due to missing travel documents. All travelers are strongly advised to bring along with them valid passport, as a passport is the only valid identify caution for international travel. Leaving/entering the Schengen-area a valid passport is compulsory. If a traveler does not have an EU passport this should be mentioned when the booking is made.

Rules for Children

All travelers under 16 years are required to travel with a parent or legal guardian. Travelers aged between 16 - 18 years will require written permission from their parent or legal guardian before they can travel.

Prices

All prices include fees and taxes and are stated in €. If booking a one way ticket only, a fee of € 10 per person will be added to the ticket. Infants (0-2 years) are free of charge. 
For all car and motorcycle reservations, the maximum vehicle height is 1.90 meters including roof baggage and aerial, and the maximum length is 5.0 meters unless otherwise stated. There is a supplementary fee for all vehicles exceeding these dimensions, as well as for caravans, trailers, etc.  

Travel package prices, which include accommodation ashore, and which are stated per person, are valid for two adults travelling together unless otherwise stated.  
 
Accommodation at hotels and guesthouses is in shared double rooms. For persons travelling alone, there is a supplementary fee for a single room. All prices for hostel accommodation are valid for rooms with several beds. Please note that there are different regulations for sleeping bags at the various destinations. You can bring bed linen with you or rent it.

Accommodation in holiday houses in Iceland does include bed linen, towels, heating and electricity. People have to clean the houses themselves.  

Accommodation in holiday houses in the Faroe Islands does include heating and electricity but not bed linen and end cleaning. Bed linen can be ordered in advance. End cleaning is obligatory and will be added to the price.
 
On the arrival day, normal hotel check-in time is from 14.00-16.00 onwards. Hotel check-out time is normally no later than 11.00 on the day of departure. 
 
Accommodation at destinations is as stated in the program/voucher or travel certificate. SML reserves the right to refer passengers to alternative accommodation of a corresponding or better standard in the same vicinity. SML also reserves the right to refer passengers to ferries/ships of a corresponding or better standard. Travel information is provided primarily in Danish or English. 
 
Excursions, meals, beverages, accommodation ashore, as well as accompanying services, transfers or transportation ashore are not included in prices unless otherwise stated.  
 
Prices for children (age 3-11) for transportation only and (age 3-11) for packages including accommodation are based on accommodation with their own berth or extra bed in their parents’ cabin/room. Children (age 0-2) travel free of charge, provided they do not have their own berth/bed. Separate berths/beds are available for the same price as for children (age 3-11) for transportation only and (age 3-11) for packages incl. accommodation. There is a maximum of one extra bed per double/twin room. Two extra beds are only possible at a few hotels and only by request. An extra bed can be a sofa or mattress, etc.

Payment

Terms of Payment

  • For reservations made more than 30 days prior to departure, the first rate of 25% of the price, however a minimum of € 400, is payable to SML at the time of the booking. The remainder is payable to SML no later than 30 days prior to departure.
  • For reservations made less than 30 days prior to departure, the full amount is payable to SML at the time of the reservation.
  • Regarding travels with a value up to € 400, the full amount is payable to SML at the time of the reservation.

These terms of payment also apply to online reservations.

The date of payment receipt is decisive. In the event of failure to comply with these regulations, SML reserves the right to cancel reservations and to retain fees in accordance with the terms of cancellation.

Special payment terms are applicable for groups.

SML reserves the right to increase the price for package tours before conclusion of contract, if changes occur in for instance transportation costs, fuel prices, taxes, fees or exchange rates used to calculate the prices.


Bank Transfer (if direct booking and not through sales agent)

By bank transfer the booking number (BN) has to be mentioned.

Sparekassen Thy, Store Torv 1, DK-7700 Thisted
SWIFT: STHYDK21 via SP NO DK 22
IBAN: DK 85 90830000311782
 

Post-reservation Changes


Transportation only

All changes are subject to space onboard.

  • Changes of departure date, for both out- and inbound and number of travelers:
  • Changes no later than 30 days prior to departure will entail an administration fee of € 15 per person and per vehicle in addition to any resulting changes in the price. The administration fee is payable to SML at the time of the change.
  • Changes less than 30 days prior to departure but more than 7 days prior to departure will entail an administration fee of € 27 per person and per vehicle in addition to any resulting changes in the price. Changes resulting in deterioration in a reservation (fewer travelers, cancellation of car, accommodation etc.) are considered cancellations. Please see cancellation terms.
  • Changes 7 days or less than 7 days prior to departure, but more than 4 days prior to departure will entail an administration fee of € 55 per person and per vehicle + 10% of the price of the journey. If changes result in deterioration in a reservation (fewer travelers, cancellation of car, accommodation etc.), SML reserves the right to retain the difference in price. The administration fee is payable to SML at the time of the change.
  • Changes on the 4th day or less than 4 days prior to departure will entail an administration fee of € 80 per person and per vehicle + 10% of the price of the journey. If changes result in deterioration in a reservation (fewer travelers, cancellation of car, accommodation etc.), SML reserves the right to retain the difference in price. The administration fee is payable to SML at the time of the change.
  • Changes of names will entail an administration fee of € 15 per person.

Package Tours to the Faroe Islands and Iceland

Changes in travel packages will entail an additional fee of € 25 per night per room in addition to any resulting changes in the price.

SML reserves the right to increase prices post-reservation due to changes in transportation-costs, including fuel costs, taxes, fees, costs of certain services, exchange rates etc.

Terms of Cancellation

In accordance with the legislation governing travel packages, customers bear no responsibility for cancellation of reservations due to natural catastrophes or similar conditions if, for example, the Ministry of Foreign Affairs or the Ministry of Health advises against travelling to the destination. These terms do not apply in the event that the catastrophe or similar condition was common knowledge when the reservations were made. Unused travel packages and voyages or parts thereof are not refunded.


Transportation only (out-and inbound):

  • Cancellations made up to 31 days prior to departure result in forfeiture of 10% of the price of the journey, however no less than € 40 per person.
  • Cancellations made between 30 and 15 days prior to departure result in forfeiture of 50% of the price of the journey, however no less than € 40 per person.
  • Cancellations made between 14 and 7 days prior to departure result in forfeiture of 75% of the price of the journey.
  • Cancellations made less than 7 days prior to departure result in forfeiture of 100% of the price of the journey.

Package tours:

  • Cancellations made up to 31 days prior to departure result in forfeiture of 10% of the package price, however no less than € 90 per person and € 20 per night per room.
  • Cancellations made between 30 and 15 days prior to departure result in forfeiture of 50% of the package price plus an administrative fee of € 50 per person.
  • Cancellations made between 14 and 8 days prior to departure result in forfeiture of 75% of the package price plus an administrative fee of € 50 per person.
  • Cancellations made less than 8 days prior to departure result in forfeiture of 100% of the package price.

Cancellation fees may rise in case hotels demand higher fees for cancellations.
Special terms of cancellation are applicable for groups.

Changes/cancellation by SML Before Departure

Passengers are entitled to updates on arrivals and departures. Information about departure/arrival is available on phone +298 345800 or on smyrilline.com. If the package tour is cancelled by SML before departure or cannot be accomplished as agreed, the customer must be notified as soon as possible. However, this does not apply to minor changes/trivialities. At the same time as changes/cancellations are announced, SML must inform the customer about the possibility to complain. The customer may terminate the agreement and have any amount refunded that has been paid according to the agreement, or take part in another package tour of his/her own choice, if SML can offer this without disproportionate costs or losses. Within adequate time after receipt of the notify caution of change, the customer must notify SML.

If the customer chooses to participate in a package tour of a higher value than the one originally booked, the customer must pay the price difference. If the package tour has a lower value than the one originally booked, SML must refund the price difference. Responsibility and exemption from responsibility for SML in case of changes etc.: If the customer suffers a loss due to SML’s changes or as a consequence of cancellation of the package tour, the customer has a claim for a refund in correspondence with general refund regulations, unless the cancellation/deficiency is caused by the fact that the number of travelers mentioned in the agreement has not been registered – that a certain percentage of travelers has been not achieved and that SML has notified the customer of this no later than 14 days before departure (for shorter excursions/bus journeys a shorter time of notice may apply) or that the loss is caused by a third party or external circumstances of no relevance to the package tour, and that SML or anyone, for whom SML is responsible, could not have foreseen these circumstances by applying adequate care when entering the agreement or could have avoided or averted them i.e. force majeure or circumstances similar to force majeure. SML does not enter into the statutory, objectively based responsibility that may lie with carriers, hotels and other collaborators. SML does not assume any responsibility for irrelevant third party damages on persons or for lost, stolen or destroyed luggage/vehicles etc. For the boat journey SML’s travelling regulations apply. Reference is made to the timetable.

Complaints and limitation of liability: If the customer finds any deficiencies during the journey or in relation to the destination, he/she must notify SML or the service provider in question to make it possible for them to remedy the deficiency. A deficiency occurs, if the traveler does not receive the services and performances that through catalogues, advertisements or special agreements with SML have been stated on the participant receipt, or the performances are of a poorer quality than what was agreed or guaranteed. If SML shall remedy the deficiency, the customer cannot claim a proportional reduction or terminate the agreement. If remedying may cause SML disproportionate costs or considerable disadvantages, the customer may be referred to claim a proportional price reduction or to cancel. Refund claims must be proposed to SML or the intermediary within reasonable time after the journey has ended. At the same time SML limit their responsibility for deficiencies and damages to the same extent as the following international conventions that may apply for the service providers, who are to blame for the deficient part of the package tour: For air carriage: The Warsaw Convention; For sea carriage: The Athens Convention; For train carriage: The convention for international rail road transports. Travelers’ accident insurance: As very low refunds are often paid according to the international conventions, and as the traveler must pay any costs concerning medical care and ambulance transportation, we recommend that travelers take out a travelers’ accident insurance. Ask our travel consultants for details.

North Atlantic Cruise Excursions

SML reserves the right to change or cancel the excursions both in Iceland and on the Faroe Islands in the event of challenging weather conditions. If a excursion is cancelled, SML will refund the prepaid amount on board. Refund will be in DKK. SML strongly recommends to book the excursions in advance, as SML cannot guarantee that there is space on the busses when booking on board.

Smyril Line Excursions (Excursions in the Faroe Islands)

Smyril Line Excursions reserves the right to change or cancel the excursions in the event of challenging weather conditions.

Your safety is our highest priority. We draw your attention to the risks associated with the unique characteristics of the Faroese environment. Consequently, should you venture into the Faroese environment, either alone, following inspiration from our website/catalogue, or together with one of our tour guides, you do so entirely at your own risk. SML accepts no liability for any injury or loss that may occur as a result.

As a safety precaution Smyril Line Excursions reserves the right to deny people to go on a excursion if the guide finds the footwear / clothes etc. unsuitable for hiking.

The excursions are not suitable for children under the age of 7.

Carriage by Independent Carriers

For land transport in connection with package tours via independent carriers other terms and conditions may apply for these companies’ part of the package tour. These regulations are supplied when the package tour is booked. Especially the rules concerning check-in time, pets and luggage may vary from one company to another.

Travel Times

All scheduled times are local times and subject to weather conditions. SML reserves the right to change the timetable. Passengers are ordered to stay updated on departure times and possible changes on our website smyrilline.com or call +298 345800.

Winter Sailing to Iceland

SML always plans for safe crossings and, should conditions prove adverse, we may have to change the sailing schedule accordingly.

Should weather conditions and/or technical problems prevent safe sailing between the Faroe Islands and Iceland or between Iceland and the Faroe Islands, SML reserves the right to change the sailing schedule, so that we depart earlier or later than planned. SML also reserves the right to cancel a departure. 

If MS Norröna departs earlier or later than planned or if a departure is cancelled, SML is not obliged to pay any compensation, pay for any alternative means of transport or offer any free accommodation whatsoever. Passengers are liable for these expenses. SML can, however, offer passengers who are stranded in the Faroes free accommodation on board MS Norröna, although reasonable payment for any meals will be required. If passengers are stranded in Iceland, SML is not liable for any expenses they may incur owing to this, including, but not limited to, hotel expenses. However, SML would be very happy to help customers find accommodation, should this be required.

As an example, if a week passes without Norröna reaching Seyðisfjørður in Iceland, and a passenger on board Norröna wishes to get to Iceland sooner, SML will not pay for a flight; passengers are solely responsible for any such alternative travel arrangements. However, if a passenger is travelling with a car and wishes to have it shipped to Iceland, SML will ensure, together with the passenger, that the vehicle is shipped to Seyðisfjørður in Iceland for free on the next trip. 

Passengers are required to stay updated on departure times and possible changes on our website smyrilline.com or call +298 345800. SML will always do their outmost to inform passengers about any changes in the sailing schedule, therefore it is very important that passengers provide SML with a telephone number, which is reachable at all times.

Check-in

Check-in times can be found here.

Passengers with special needs are required to check in 2 hours prior to departure. Please inform check-in personnel when travelling with special needs so the appropriate consideration can be shown. Please note that departure time is the time/date which is stated on the ticket. SML reserves the right to cancel journeys for persons who have not presented themselves for check-in within the check in times. SML reserves the right to sail as soon as check-in has closed. Access to the car deck during the voyage cannot be ensured.

The customer has to be aware of the fact that waiting time should be expected in regards to check-in, driving on board, driving ashore, and the customer should not expect to be ashore at the arrival time in the port.

Special Needs

Passengers with special needs are kindly asked to meet at check-in no later than 2,5 hours prior to departure. Please inform at check-in about your particular needs in order to grant you the best service possible; (eg. let you park the car near the on-board elevator, help you to and from the disability cabin, etc.). While we do our best, you may expect waiting time in connection with departure and arrival.

No-show

Customer’s obligations – failure to appear – unused services: If the customer has not cancelled the package tour, and/or if the traveler does not appear at the stated time and place for departure or home journey, or if the customer is not able to commence or finish the journey due to missing travelling documents, e.g. valid passport, necessary visa or vaccination documents etc., SML is entitled to charge the total price of the package tour. This also applies, if the customer is expelled due to repeated gross negligence of the regulations of the carrier, hotel, etc. If a customer fails to appear at the stated transports or in any other way fails to use the performances included in the package tour, he cannot claim compensation for any unused performances/services. The customer must keep himself informed of the time of the home journey in case he has booked a round trip on his own or for some other reason has left his travelling group. Further he must obey any regulations for reconfirming airline distances that are included in individual journeys and package tours without the assistance of a conductor. Failing to reconfirm means that the airlines are entitled to make the booked seats available to other parties. Applicable law and venue: All claims deriving from a package tour, for which the above conditions have been approved, are adjusted according to Danish law. Venue for disputes: The Copenhagen Maritime and Commercial Court.

Leaving the Cabins

The cabins are at your disposal until 2 hours before arrival. The time when you are to leave the cabin can vary and is announced on board.

Safety

For safety reasons luggage and vehicles may be examined before entry is allowed on board. In case this is denied, the traveler may be refused boarding with no right to claim compensation for the fare. Luggage which might cause considerable inconvenience to or endanger the safety of the vessel, human beings or goods must not be brought aboard. The carrier shall with regard to the circumstances, without any obligation to indemnify the passenger, be entitled to bring the luggage ashore, to render it harmless or to destroy it, if brought aboard without the carrier´s knowledge and written consent. The passenger must not bring on board any luggage or article, which may be considered a safety hazard under international ship and port security code. If the violation of the above provisions causes the vessel to be detained, restricted in operation or involves the imposing of a fine upon the carrier, the vessel or its owners, the passenger is to indemnify the carrier for any and all costs and expenses caused thereby including, but not limited to, the loss of revenue. The traveler must observe all regulations in laws and international conventions, which concern transport of dangerous goods/ luggage.

Pregnancy

A pregnant passenger must not travel with MS Norröna after 34 weeks of pregnancy. From 31 weeks of pregnancy a medical certificate stating it is OK for the pregnant to travel with MS Norröna should be produced. Norröna does not have any doctor onboard.

Smoking regulations

Smoking is only allowed on open air deck  –  on deck 8. This restriction applies to both passengers and crew. And smoking is not allowed in the cabins on board. Any violation of these rules will result in a fine of 203 EUR.

Lost and found

Please contact the reception on board regarding lost belongings onboard on +298 344900 or e-mail reception@norrona.fo

Pets

Transport of pets is against supplementary charge and according to special regulations as agreed with SML. Pets are not allowed in the cabins onboard. Any violation of this rule will result in a fine of 405 EUR for cleaning. There are dog cages onboard: 2 large cages: 80 cm (W) x 115 cm (H) x 130 cm (D) 6 smaller cages: 80 cm (W) x 55 cm (H) x 130 cm (D). To Iceland: Pets cannot be brought to Iceland. To the Faroe Islands: Please check with local authorities regarding regulations for import of pets to the Faroe Islands: hfs.fo

Safety Boxes

Passengers have the opportunity to put their luggage in the safety boxes on deck 2 or 7. The boxes are in two sizes: 403x900 mm and 503x900 mm. The cost for using the boxes is DKK 10 for the small one and DKK 20 for the bigger one. It costs every time the box is opened.

Freight

Cars without drivers / reg. number must be booked as freight. Regarding shipping to the Faroe Islands and Iceland we refer to Smyril Line Cargo: Tel. +298 309600 or cargo@cargo.fo

Frozen Goods

Passengers can carry up to 50 kg of frozen goods per booking or up to 1/2 m3 and luggage up to 50 kg without any extra charge. For further information regarding the delivery of the frozen goods, please contact the check-in staff. Frozen goods must be labeled with the name and address of the owner. However, it is not allowed to bring frozen goods to Iceland. This service is free of charge and Smyril Line takes no responsibility for damaged goods. Please note: Transportation of commercial goods has to go through Smyril Line Cargo (tel. +298 309600 or cargo@cargo.fo)

Passport

All travelers must bring picture ID, preferably their passport. If a traveler does not have an EU passport this should be mentioned when the booking is made. The company reserves the right to see a picture ID – preferably a passport.

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