Customer Information


Here at Accessible Sweden we aim to provide the opportunity for people with varying mobility constraints to enjoy all areas of Sweden and Scandinavia to as large an extent as possible depending on their personal mobility constraints.  We therefore offer a range of destinations with varying degrees of access and accessible amenities to suit all desires and abilities.

For those who are looking for easy access, there is the possibility to visit cities such as Stockholm and Gothenburg which have good levels of access and a range of activities to enjoy.  However, we also offer trips to some of the more rural destinations across the area where access is not as prevalent as in the major cities.  Though these destinations may prove more tricky than others in terms of getting around, we firmly believe that the opportunity to visit these destinations should be available to those who wish to make the journey.

Accessible travel can indeed provide its fair share of challenges and though we do not currently live in the ideal accessible world, we can guarantee that our staff will be on hand wherever possible to provide support and assistance where those challenges arise.

Below you will find some important customer information which you must read when booking a holiday or other travel plans with Accessible Sweden as this information forms part of your contract with us.

Special requests

If you have any special requests (specific room numbers, floor level, additional room facilities, rooms next to each other) please let us know at the time of booking. All requests will be passed on to the relevant suppliers.  While our suppliers will always attempt cater for our client's special requests, please note that special requests CANNOT be guaranteed.

Weather Conditions & Winter Destinations

During the winter in Sweden, temperatures can drop to extremely low levels and although snow cannot be guaranteed, it is a common occurrence in many areas of the country.  The ice and snow can make streets slippery and particularly hazardous for those with mobility impairments or who are using wheelchairs or walking aids and extra caution must be taken.
For clients choosing to travel in the winter or to destinations in the North of Sweden please be advised that weather conditions can vary extremely from one day to the next .  Terrain can be icy and slippery and roads and pathways are not always cleared on a regular basis.  Wheelchair access is often limited in these areas and this must be taken into consideration when booking the holiday.

Lifting and Carrying

Suppliers such as Taxi drivers, hotel staff and excursion staff are not permitted to lift clients or heavy machinery during service provision.  This must be taken into consideration when booking your holiday arrangements and you must make alternative provisions if you will need extra assistance during your stay.

General Accessibility

Accessible Sweden endeavour to provide as much information as possible on the accessibility of the accommodation, excursions and local facilities featured on our website so you are able to decide as to which facilities best suit the needs of yourself and your party.

Accessibility information audits are always carried out for our featured accommodations and if you have additional questions we are always happy collect extra information and discuss your options further.  Although some hotels provide a number of accessible hotel rooms, not all of the accessible rooms within that hotel will be identical in size, location or layout.

When making arrangements for your holidays, Accessible Sweden passes on all details regarding access needs and requirements to the relevant suppliers.  If for any reason you find that these needs have not been met it is imperative that you make this known to the supplier concerned in order that they are able to resolve the situation right away.

Tailor Made Holidays

Accessible Sweden are happy to provide holiday solutions tailor made to your specific requirements and requests using suppliers and accommodation outside of our featured selection.  When tailoring a holiday for our clients, we will research and provide as much information as possible as to the accessibility levels and facilities of the desired accommodation and resort at the time of booking.

Please note however that if accommodation outside of our featured selection is required, it is often not possible to check the area or facilities out beforehand and in this case we will relay in information provided by the suppliers of the facilities.  We cannot therefore guarantee that this information will be completely accurate and cannot be held responsible for any short comings in access provision or facilities.

Mobility Assistance

PLEASE NOTE that the destinations and amenities that we use have NOT been designed entirely for accessible living and you therefore may encounter varying levels of access within your destination.  It is your responsibility to make sure that you have adequate support for all members of the party in order to provide assistance where necessary.

Cobbled areas in towns and cities

Although most areas in the towns and cities have good levels of accessibility, the 'Old Town' areas (such as the Gamla Stan in Stockholm) feature cobbled stones and raised surfaces and may not be suitable for all clients with mobility constraints and accessibility equipment.

Unexpected challenges

When booking a holiday with Accessible Sweden, all access requirements are passed onto the suppliers with whom you will be travelling/accommodated.   In our experience these requests are usually met professionally and in a timely manner.  

If for some reason however you find that something is not in place or that you are struggling with access it is crucial that you inform the owner of your accommodation or excursion/activity leader, public transport or local attraction staff straight away.  Though human error and unforeseen access challenges are always a possibility, once informed, the relevant staff can often find a suitable and speedy solution to resolve the situation.

General Accommodation Information

The accommodation classification system in Sweden is based on a star system ranging from 1 to 5 stars (5 being the highest quality classification).  The stipulations of ratings differs to that used in the UK and it is a voluntary system used by those hotels whom wish to participate.  On a whole Swedish rooms tend to be on the smaller side in comparison with other European countries and contain less wardrobe space.  More information on the Swedish accommodation ratings system can be found at www.stockholmtown.com.  Check in and checkout times may vary depending on the individual accommodations.  Late checkout may be available in some hotels at a fee payable locally.  Some of the hotel facilities may incur a local charge.  Certain hotels may observe a dress code in the dining room which clients must adhere to where applicable.

Prices and Payment

The prices displayed on the website are provided as a guide only.  The actual price of your holiday will depend on criteria such as the category of accommodation and selection of excursions you chose, the time of year you visit and the number of people booking.

After consulting with yourselves over holiday requirements and desires we will provide a suggested itinerary for your chosen holiday components which will include a total price including all applicable surcharges and taxes.  It will be clearly stated on the itinerary what is included in the holiday price.  The quote will be valid for 10 days.  Any changes or additions made to the original quote may incur an additional charge depending on the nature of those changes.  Once the itinerary has been amended (if applicable) and accepted you will be sent a booking form which we ask you to complete and return to us with the appropriate deposit (15% of total holiday cost or £100, whichever the greater amount) or full payment if the booking is made within 2 months of departure.  The following payment options are available;
 
a) Bank transfer to Barclays Bank
    Account name: Accessible Sweden LTD
    Sort code: 20-47-61
    Account number: 60031801

b) Cheque.  Please make cheques payable to Accessible Sweden Ltd, 13 Mardale Avenue, Morecambe, Lancashire, LA4 5XF.

 c) Credit or Debit card.  There will be a 2.7% charge on all Credit and debit card transactions.

European Health card and travel insurance

It is a condition of booking that all party members purchase adequate travel insurance for the duration of the holiday.  All documents provided by your insurance company must be brought with you when travelling on your holiday.  In addition to your Travel insurance you are strongly advised to bring your personal European health card which can be obtained online (www.ehic.org.uk) or at all post offices countrywide.

Product descriptions

All product descriptions are correct at the time of being published.  However, instances may arise where changes to advertised facilities are made and proprietors and accommodation owners may decide to remove advertised facilities.  This is regrettably beyond our control and as such we reserve the right to make changes to particulars.  We will however do our utmost to advise you of any changes to advertised facilities wherever possible before your departure.   Please keep in mind that public holidays may also affect the availability of local amenities.

Building works

It may be the case that building work becomes necessary within the destination area or property in which you are staying.  We have no control over such work and are not always provided with advance notice before work commences.  Where possible we will advise you of building work if we consider that it will have a significant effect on your holiday.

Travel

The timings that are given for excursions and transfers are approximate and may be affected by circumstances beyond our control such as traffic and weather conditions.  This must be taken into consideration when making arrangements which may be affected by a late or early departure or arrival of an excursion or transfer.

Where travel arrangements on trains or public transport are included in your holiday, punctuality is of the uppermost importance.  If departures or connections are missed at any point it is the clients responsibility to make replacement travel arrangements and overnight accommodation arrangements if need be.  All transport arrangements booked through Accessible Sweden are none changeable and none refundable unless otherwise requested at the time of booking.

Public transport

Accessible Sweden cannot be held responsible for the level of service you receive from the staff on the trains or public transport or the access provisions available at the stations.  All service used by Accessible Sweden have been declared accessible by the transport companies and as such it is their responsibility to maintain access and service levels.

Mobility Equipment hire

Accessible Sweden acts as an agent between the equipment supplier ‘Sodexo AB’ and the client and cannot be held liable for the performance of the equipment or any injuries sustained while using it.

You are responsible for any damage to mobility equipment which is sustained during the term of hire and will be liable for any costs for subsequent repairs.  The cost to repair the equipment will vary depending on the extent of the damage.  It is your responsibility to check that the equipment is in full working order as soon as you arrive at the accommodation.  If the hoist does not function properly or is broken you must report this to a member of the Accessible Sweden team immediately on +46 736714177.  If you fail to report any existing damage you will be liable for the cost of repair or replacement or any equipment that is returned in a damaged condition at the end of your hire period.

Due to hygiene reasons, you must provide your own slings for use with the hoists.  Alternatively, please contact one of our staff members to discuss the option of purchasing one from Sweden for your arrival.

We will attempt to secure the same model of hoist that is advertised.  However, in the event that the specific model is not available at the time of your stay we will secure a similar model to the one stated which performs the same function.

The hoists are hired out at a standard charge and not a daily rate.  Therefore, any reduced periods of rental will not be refunded.

Shore Excursions and Independent Day Trips

All excursion services are provided by reputable local Swedish suppliers.  When booking an independent shore excursion which is not part of a package tour your contract will be with the supplier of the services concerned (e.g. the guide, transport company etc) for whom we act as an agent only. When acting as an agent we cannot accept any liability in relation to the services purchased.  Liability in this case will lie with the supplier(s) of those services, and their company booking conditions will apply to your reservation.  When acting as an agent Accessible Sweden will make include the supplier(s) booking conditions when sending our invoice to you for your excursion.  It is important that you read these carefully.  Any claims arising under these Terms and Conditions will be bought within the legal jurisdiction of the country in which the independent supplier is registered.

Rental Conditions (Europe Car)

Your car rental contract is with Europe Car and not Accessible Sweden.  Prices are subject to availability and charges and conditions apply. Full terms and conditions and more information can be found on the Europecar website  www.europcar.com and will be enclosed with your car rental voucher.

Driver’s age: Minimum age for driving is 18 for all major car groups.  Certain car groups require a minimum age of 24 years.

Extras & Special requests:  Toddler seats (1-3 years), Infant seats (4-7 years old), Roof racks, Navigational systems, additional drivers and one way rentals are all available at a charge payable locally subject to availability.  When driving into the city of Stockholm there please be advised that a congestion charge system is in place and tolls may be charged.

Driving license:  Drivers must produce a full British driving license held for at least one year.  It is the driver’s responsibility to ensure that he/she has the appropriate driving license • Our staff must be informed of any endorsements on the driver’s license, as we may not be able to take your booking • No refunds will be given for rentals rejected due to non-production of a driving license or non-disclosed endorsements • Faxed or photocopied licenses are not acceptable.

Deposits: A credit card imprint will be required when collecting the car for security reasons.  Cash and Debit cards are not accepted.  The credit card imprint may be used to pay any costs accrued by the client while using the vehicle such as parking fines, damages etc.  Accepted Credit cards include Visa, Mastercard, American Express and Diners cards.

Pick-up and Drop-off Service:  Pick up is available at the airport or at your accommodation if preferred.  Charges are included in the price for such services. If you require a collection point 25kms outside the city limits an extra charge will apply.

Rental Period:  The minimum rental period is one day (24 hours).  The period is calculated from the time the hirer is picked up until the time when the vehicle has been returned to the same location.  If the vehicle is returned 30 minutes or more after the designated drop-off time, the car rental company reserves the right to charge an extra day.

Fuel Tank :  Rental rates do not include petrol. The rental will normally have a full tank of fuel and the car should be returned with a full tank of petrol.  If the hirer fails to do so a charge will be made for having the tank refilled.

Insurance :  The hire includes collision damage waiver (CDW) and theft damage Waiver (TDW).  Personal accident insurance (PAI) is available to purchase on collection of the vehicle at a charge payable locally.

Driver's Restrictions:  The hirer may not drive 2wd cars into the highlands, or on any off road track.

Rental Documents, Cancellations and Amendment Charges:  The rental voucher must be presented when picking up your rental car. Accessible Sweden cannot be held responsible for rentals rejected if a voucher is not presented. In the case of a lost voucher you must contact Accessible Sweden so that a new voucher can be printed.  The same cancellation and amendment rules apply to car rentals as to other services on this site.

Car Type / Suitability and Provision of Cars:  Accessible Sweden is unable to guarantee a particular make or model of car. The car indicated in your voucher is for guidance only and may be substituted for an alternative similar or upgraded car (at no extra cost). It is your responsibility to ensure that the vehicle you choose will accommodate your party and their luggage.  Suppliers can refuse to provide a vehicle to any customer who is in their opinion unfit to drive, or who does not meet eligibility requirements.

Website disclaimer

The information contained in this website is for general information purposes only. The information is provided by Accessible Sweden and whilst we endeavour to keep the information up-to-date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of or in connection with the use of this website.

Through this website you are able to link to other websites which are not under the control of Accessible Sweden.  We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Every effort is made to keep the website up and running smoothly. However, Access Sweden takes no responsibility for and will not be liable for the website being temporarily unavailable due to technical issues beyond our control.