Booking terms and conditions of the Rock and Lake network
1. Scope of application
These terms and conditions are applied to the agreement between the Customer and a company in the Rock and Lake network regarding accommodation, programme service products and/or other services.
Rock and Lake Oy (2470607-5) maintains the online shop of the Rock and Lake network focusing on marketing and sales, through which the Customer books the product. Rock and Lake is a network of companies, and all the companies in the network shall follow the booking terms and conditions shown hereunder. Personal data is handled according to GDPR requirements.
2. Booking
Reservations can be made only by the persons of full age (18 years). Accommodation and service products can be booked in the online store and will be paid when ordering. Reservations can also be made by phone or email with the Rock and Lake sales service, in this case the customer will receive a payment link via email. A booking confirmation will be sent to the email address provided. These conditions will become binding on both parties once the customer has made the payment mentioned in these conditions.
3. Terms and method of payment
The booking is confirmed when the customer has paid the booking fee (20% of the booking price) by the due date or the booking fee and the final payment in one instalment. The final payment of 80% is due when the arrival date is in six weeks ahead.
If the arrival date is less than 56 days (8 weeks), the full amount will be paid at once and the invoice is due no later than 14 days after the order.
If the arrival date is 28 days (4 weeks) or less, the full amount will be paid immediately on the same day.
In addition to the rent, a administration fee of 15 euros will be charged. The administration fee will also be charged in connection with new booking changes.
If the customer does not make payments on time, Rock and Lake may cancel the booking without notice.
Payment service provider
Paytrail Plc acts as a collecting payment service provider and is an authorized Payment Institution. Paytrail Plc will be shown as the recipient on your bank or credit card statement. Paytrail Plc will forward the payment to the merchant. For reclamations, please contact the website the payment was made to.
Paytrail Plc
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Business ID 2122839-7
Payment by invoice
Only for corporate customers.
Payment of customised products
The terms of payment of customised products are specified in the quotation.
4. Cancellations
Cancellation must always be done in writing or by e-mail at the address
If the customer cancels the booking, the portion of the booking fee (20%) and the delivery fee will not be refunded. If the booking is canceled later than 28 days before or during the rental, the payments made by the customer will not be refunded at all. The transfer of the reservation can be agreed on a case by case basis.
We recommend purchasing a travel insurance policy that also covers cancellation costs.
5. Rock and Lake´s right to cancel the agreement
Rock and Lake has the right to cancel the agreement or stop providing the service in case of force majeure, such as a fire, natural disaster, actions by authorities, strike or another comparable unforeseeable event beyond the Company’s control, which prevents or substantially impedes the provision of the service. If the agreement is cancelled, the Customer shall be refunded the total price paid or, if the provision of the service is interrupted, a sum corresponding to the service that has not yet been provided.
The Company shall notify the Customer immediately of any obstacles that make it impossible to provide the service.
The Company also has the right to cancel the agreement with immediate effect if the Customer causes a disturbance or danger to other clients in the area or to himself/herself. All the costs incurred due to the disturbance shall be charged to the Customer.
6. Stay at the holiday home
The holiday home shall be available to the Customer from 4 pm on the arrival date until 12 noon on the departure date, unless specified otherwise in the holiday home description or the driving instructions.
The instructions regarding key assignment are given to the Customer along with the driving instructions. The rent of the holiday home includes the free use of the holiday home for the stated maximum number of guests. Exceeding the number of guests must always be agreed separately! The equipment of the holiday home is specified in the holiday home description on the Company website.
Smoking indoors is not allowed.
Bringing pets into the holiday home must always be agreed separately with the vendor.
Any services that are provided outdoors are dependent on weather conditions. Customers must come equipped with weather-appropriate clothing and follow the instructions provided beforehand by the service provider regarding clothing and/or equipment. If the weather conditions on the agreed date of the service are dangerous or extremely difficult, such as a thunderstorm, storm or extremely cold temperature, the service provider has the right to postpone the date of the service or suggest a substitute product. If the Customer does not accept the postponement or substitute service, the price will not be refunded.
7. Customer’s liability and compensation for damage
The The Customer must uphold a normal level of cleanliness in the rented holiday home and take good care of the movable property of the holiday home. The customer must follow the instructions, warnings and regulations related to the use of the service and use safety-related equipment in accordance with the instructions.
The Customer is liable for any damage he/she or an underage person under his/her supervision causes, either on purpose or through negligence, to the Company or to a third party.
Final cleaning is not included in the accommodation price, but the customer is obliged to take care of the cleaning in accordance with the cleaning instructions.
Final cleaning is included in the rent of some holiday homes – the Customer is informed of this separately in the booking confirmation. The Customer is charged the cost for any special cleaning and any damage caused.
The Customer is responsible for his/her own insurance cover and its coverage regarding accidents and cancellations, for example. If the Customer does not use all the agreed services or only uses part of the services, this does not entitle the Customer to a discount or refund.
8. Notification and complaints
The Customer must immediately notify the Company or its representative of any shortcomings so that they can be corrected even as the service is being used. The telephone number for complaints can be found in the “Electronic cabin folder” and in the booking confirmation.
If the shortcomings have not been corrected during the rental period/service, claims for compensation must be submitted to the Company or agent no later than 30 days after the end of the rental period. The contact information can be found in the booking confirmation.
9. Cookie policy
Rockandlake.com website uses cookies for online booking purposes to cache shopping cart items for certain amount of time. Cookies are also used for marketing & remarketing purposes and for improving our online experience for our clients.
10. Other
Rock and Lake reserves the right to change order and delivery terms and prices. Last update 08/25/2020.
