Store Credit and Points Policy

Store credit is a non-cash account balance that may be used only on this website toward eligible purchases, including tours, activities, accommodation, and other products or services offered by us.

Store credit may be issued in different situations, including but not limited to:

promotional campaigns;
partner or representative rewards;
goodwill compensation;
customer service resolutions;
partial refunds offered as store credit;
cancellation compensation offered as an alternative to a lower cash refund;
returned store-credit payments from a cancelled or refunded order.

As a general rule, store credit is not paid out to a credit card, bank account, or any other external payment method, and it cannot be transferred, sold, or assigned to another person or account without our agreement.

Refund requests involving store credit are reviewed individually by our customer service team, who may take into account how the credit was originally obtained — for example, whether it came from a promotion, a goodwill credit, a partial refund, a cancellation compensation, or a returned-payment credit — when deciding the outcome of a request. We may agree, at our discretion, to refund all or part of an unused store credit balance, and we will always do so where required by applicable mandatory law.

Validity Period

Store credit is valid for 365 days from the date it is issued, unless a different validity period is stated at the time of issue.

If a customer needs more time to use their store credit, they may contact us before the expiry date. Extension requests are reviewed individually, and we may extend the validity period at our discretion.

Expired store credit cannot be used, withdrawn, transferred, or refunded, unless otherwise required by applicable mandatory law.

Points Value

Points are displayed in the customer's account balance. Unless stated otherwise, 1 point equals €1.

Points may be applied at checkout toward eligible orders, subject to the terms shown at checkout and any product-specific restrictions.

Product Eligibility and Restrictions

Store credit and points may only be used toward eligible products and services.

We reserve the right to exclude certain products, services, categories, bookings, tours, activities, accommodation, fees, taxes, extras, special offers, discounted products, partner products, or third-party products from being purchased fully or partly with store credit or points.

Eligibility may vary depending on the product, service, campaign, booking conditions, checkout settings, or other applicable restrictions.

If store credit or points cannot be used for a specific product or service, this will usually be shown at checkout or during the booking process.

We may update product eligibility and usage restrictions from time to time. Any such restrictions will not affect mandatory consumer rights that apply under applicable law.

Orders Paid Partly With Store Credit

If an order is paid partly with store credit and partly with another payment method, any eligible refund is normally processed as follows:

the amount paid with an external payment method is refunded to the original payment method, where technically possible; and
the amount paid with store credit is returned to the customer's store credit balance.

For example, if an order total is €500 and €200 is paid with store credit while €300 is paid by card, the €300 paid by card is normally refunded to the card, and the €200 paid with store credit is normally returned to the customer's store credit balance.

The outcome described above is the default. If a customer would prefer a different refund arrangement involving the store credit portion, our customer service team will review the request on a case-by-case basis, taking into account how the original store credit was obtained, the reason for the refund, and any applicable mandatory consumer protection rules.

Cancellation by the Customer

If a customer cancels an order, booking, tour, activity, accommodation, or other service, the applicable refund amount will be determined according to our cancellation and refund terms for that specific product or service.

In some cases, we may offer store credit as an alternative to a lower cash refund. For example, where the applicable cash refund is limited due to late cancellation, we may offer a higher refund value in store credit as a goodwill option.

Any such store credit offer is optional unless otherwise stated and permitted by applicable law. If the customer accepts store credit, the accepted amount will be added to the customer's account and may be used for future eligible purchases on this website.

Cancellation by Us

If we cancel an order, booking, tour, activity, accommodation, or other service, the refund or compensation available to the customer will be reviewed individually based on the reason for cancellation, the type of product or service, the payment method used, and any applicable mandatory consumer protection rules.

Where mandatory law gives the customer the right to a monetary refund, we will apply this policy only to the extent permitted by that law.

Where permitted, we may offer the customer a choice between a refund to the original payment method, store credit, rebooking, or another suitable solution.

Promotional or Bonus Store Credit

Promotional, bonus, partner, or goodwill store credit may be subject to additional conditions, including specific validity periods, usage restrictions, minimum order values, or product limitations.

If promotional or bonus store credit was issued as part of a campaign, reward, or special offer, we may cancel or adjust that credit if the qualifying order is cancelled, refunded, reversed, or found to be invalid.

Promotional or bonus store credit cannot be exchanged for cash or refunded to an external payment method, unless required by applicable mandatory law.

Account Closure, Misuse, Fraud, or Mistake

We may cancel, suspend, reverse, or adjust store credit or points if we reasonably believe that they were:

issued by mistake;
obtained through fraud, misuse, abuse, or technical error;
used in breach of our terms;
connected to an invalid, cancelled, refunded, or disputed transaction;
transferred, sold, or assigned without our permission.

If a customer's account is closed, suspended, or restricted due to misuse, fraud, breach of terms, or security concerns, any unused store credit or points may also be suspended or cancelled, unless otherwise required by applicable mandatory law.

No Transfer

Store credit and points are personal to the customer account to which they were issued. They may not be transferred to another person, account, credit card, bank account, or payment method unless we expressly agree otherwise.

Changes to This Policy

We reserve the right to update, amend, or replace this Store Credit and Points Policy from time to time.

Any changes will apply from the date the updated policy is published on our website, unless otherwise stated. Changes will not affect any mandatory consumer rights that apply under applicable law.

Where required by applicable law, or where a change materially affects existing store credit or points, we may provide additional notice to affected customers.

Mandatory Consumer Rights

This policy does not limit any mandatory consumer rights that may apply under applicable law, including rights relating to cancellations, non-delivery, defects, package travel, statutory refunds, or other consumer protection rules.

If there is a conflict between this policy and applicable mandatory law, the mandatory law will prevail.

For example, Finnish consumer guidance states that consumers do not have to accept a gift voucher as compensation for a defect, and package travel refunds may be subject to specific refund rules and deadlines. Finnish consumer rules also prohibit unfair contract terms that create an unreasonable imbalance against consumers.

Sources: KKV gift voucher guidance, KKV package travel cancellation guidance, and KKV unfair contract terms guidance.