Are You Wondering About Something?
Below, you’ll find answers to some of our most frequently asked questions. Don’t hesitate to contact us if you’re wondering about something that is not addressed here.
WHERE CAN I FIND THE GENERAL CONDITIONS OF CONTRACT?
During the booking process, you must confirm that you have read, and agree to, our general conditions of contract.
Please read them thoroughly before booking. You can find them by clicking here.
HOW DO I KNOW IF A HIKE'S DIFFICULTY LEVEL EXCEEDS MY HIKING SKILLS AND/OR PHYSICAL ABILITIES?
Each hike is labelled with an icon, which is related to our ‘Hiking Difficulty Scale’. The scale was developed to help you determine which hikes best match your skill-set/fitness level:
Please avoid booking tours that exceed your hiking skills/physical abilities. During our group hikes, guests who are unable to maintain the group’s hiking pace and/or do not have the required skills to hike safely, may be required by the guide to turn back.
Guests who would like to hike with a guide, but believe that the difficulty-level of our group hikes exceed their skills/abilities, have the option of booking private tours that can be tailored specifically to their needs. In such cases, we ask that inquires be sent via email.
DO YOU INCLUDE A HOTEL OR AIRBNB PICK-UP/DROP-OFF SERVICE?
YES WE DO! All our day hikes, as well as our privately guided tours, include a FREE pick-up/drop-off service.
During booking, you may specify your desired pick-up location from a wide range of hotels in the Stavanger region. It’s also possible to choose to be picked up at the airport (SOLA/SVG), a private residence/AirBnB location*, or the cruise ship port.
*If you choose ‘Airbnb’ as your pick-up location, you must send us the address no later than 12 hours before the start of the tour. Airbnb pick-ups are limited to Stavanger city center.
Unless requested otherwise, your guide will drop you off at the same location from which you were picked up.
WHAT HAPPENS IF BAD WEATHER IS FORECASTED DURING MY TOUR?
Like you, we prefer to hike in nice weather. However, clouds, rain, and some wind usually do not create problems with regards to our tours.
Upon receiving a booking confirmation, we send guests an email with instructions, including information about what clothing needs to be worn. If needed, Outdoorlife Norway can also provide rental equipment, including proper hiking boots, day-packs, and waterproof hiking pants/jackets.
If the weather forecast is really poor, Outdoorlife Norway may be forced to cancel a tour. When this happens, guests receive, at least six hours before departure, an email with information about the cancellation and, when applicable, options for being rebooked on a different tour. When Outdoorlife Norway must cancel a guest’s booking, they receive a full refund to the credit-card used when booking.
Weather in the mountains may change fast. Safety comes first, and Outdoorlife Norway will always respect the weather conditions. If we must abort a tour that is already in-process/turn around on the trail, no refunds are given.
We follow the weather forecasts from the Norwegian Meteorologisk Institutt closely.
If you’re curious, you can check them yourself at www.yr.no.
Please read our General Conditions of Contract before booking.
CAN I CANCEL THE TOUR AND GET A REFUND?
We are sympathetic to the fact that life doesn’t always turn out as planned, and understand that our guests’ may be required to change their plans. For that reason, we have developed a generous, tiered refund policy that gives guests a 100% refund, minus a 200 NOK admin. fee, on bookings cancelled at least one month prior to their tour date(s). In addition, we offer reasonably-priced cancellation protection that allows guests even more flexibility.
Here´s our standard cancellation policy:
- Within 24 hours of Outdoorlife Norway receiving confirmation of booking: 100% refund*
- More than 1 month before the booked Tour date: 100% refund
- More than 1 week before the booked Tour date: 50% refund
- 1 week or less before the booked Tour date: no refund
In addition, a refund fee of 200 NOK applies, regardless of how long before the tour the cancellation was made.
*Applies to cancellations made latest 36 hours prior to the tour departure time.
During the booking process, guests are given the opportunity to opt-in for our Cancellation Protection. It replaces our regular policy with the freedom to change or cancel bookings as you please, up to 36 hours before departure. Cancelations induce a 100% refund, minus costs of the Cancellation Protection (199 NOK). It is not possible to add the Cancellation Protection after booking.
For last-minute emergencies (e.g. illness, missed flight, etc.) we offer transferable credit vouchers that can be used anytime in the future. This means that you or any family member/friend can use this credit for a new tour with us, anytime in the future.
If you want to be financially reimbursed for non-refundable tour tickets and other costs due to last-minute emergencies, we highly recommend all our guests to purchase separate and adequate private travel insurance. Please make sure you are covered for all geographical areas you will be visiting, as well as for all activities you will participate in.
WHAT IS INCLUDED IN THE PHOTOGRAPHY PACKAGE?
Do you want to make sure you get great shots of your trip?
You can focus on the experience and leave the photography to us!
About our Photography Packages
To ensure that you have the opportunity to attain unforgettable photos, Outdoorlife Norway’s guides carry with them high-quality cameras / equipment and know how to get to all the best locations. Your guide also has the skills to capture the best possible photos of your trip. Per trip, we take between 100-200 pictures, in RAW format. Post-tour, we edit the 25-40 best pictures, representing a mixture of landscape, action, group and posing photos. After being edited, your trip’s photos will be posted for download at a later time.
You can add the photography package to your order when booking our tours. If you did not pre-order a photography package when you booked your tour, you may still do so: simply follow THIS LINK to our equipment rental/add-ons page, where you may pay by credit card.
NOTE: Of course, you are free to take photos with you own camera! However, your guide cannot handle your phone or personal camera. Logistically, it is not possible for our guides to handle multiple phones and/or cameras during the trip. Additionally, we do not want to be held responsible for the loss or damage of your equipment.
How to retrieve the photos the guide took during the trip
The photos are normally edited and ready for download within 72 hours after your tour. In periods of high demand, the editing process might take a bit longer. The photos are your memories, and they should have the best quality!
We kindly request you not to send us reminders about your photo package, as doing so further delays the process.
If you purchased the photo package in advance (during booking or directly from your guide), the photos will be sent to you directly. We will send you a separate email with a download link as soon as the photos are ready.
If you have not purchased the photo package, but may still be interested in buying them later, you can purchase/download the photos that your guide took during the hike HERE.
The photos are organized by date. Every tour has its own folder (yyyymmdd). When you like the photos, you can pay and download them directly from this site. This can only be done from a computer, not from a phone or tablet.
Our Photo Service is offered as an extra service, and rates are set to be affordable and competitive.
The photos are only sold as a package, and cannot be bought separately.
HOW CAN I CHECK TO SEE IF A TOUR IS AVAILABLE ON A SPECIFIC DATE?
To check into our tours’ availabilities, simply follow these steps:
- Explore our Preikestolen, Kjerag, Snow, Trekking and Private Guide pages. On those pages, you’ll find overviews of all the tours we organize.
- Find the tour you would like to join and click on its link. The tour description pages include information about the tours’ seasons, i.e. the date range during which our tours can be organized.
- To check actual tour availability for a specific date, and number of spots left open for booking, click on the green “Book Now” button near the top of the page. A calendar will pop up that displays (in bold) all available dates.
- Click on your preferred date to book the tour. =)
I WOULD LIKE TO SEND FEEDBACK. HOW IS THIS DONE?
We highly appreciate any and all feedback, as it helps us improve our business and level of customer satisfaction.
IF YOU’RE SATISFIED, PLEASE TELL OTHERS!
By writing a review on TripAdvisor / Facebook / Google, you will become an Outdoorlife Norway ambassador. As you have likely noticed, Outdoorlife Norway is a very small company. Every review contributes to helping us realize our philosophy – getting people closer to nature and creating life-lasting memories.
IF YOU’RE UNSATISFIED FOR ANY REASON, PLEASE TELL US DIRECTLY!
If you have any negative feedback or suggestions about how you believe we can improve our tours and service, we kindly ask you to communicate this to us directly by EMAIL.
IS IT OK TO PLAN TRAVELLING BY FLIGHT OR TRAIN JUST BEFORE AND/OR AFTER MY HIKE?
It is our philosophy to ensure that you can enjoy your hike and the nature you will see along the way.
Two pieces of advice about travelling:
Do not take the overnight train from Oslo to Stavanger the night before your hike.
Hiking around Lysefjord (especially to Kjerag) is not a stroll in the park. We have seen quite a few guests that were very tired after little sleep on the 8 hour night train. You don’t get the same experience, and might even put yourself, and others, at greater risk, because you are not as focused while hiking as you could be. Also, the train is often delayed, creating a stress factor for yourself, and the guide. We cannot make our other guests wait because your train is delayed
Do not plan to take the overnight train from Stavanger to Oslo, or an airplane flight, on the evening after your hike.
The guide, and the other guests, are here to enjoy nature, and do not like to hike while constantly looking at their watches. Our return times at Stavanger are an indication, and not guaranteed. What time we actually return after a trip depends highly on the weather conditions, and the fitness level and pace of the guests. Going faster than necessary causes an unwanted extra stress and risk factor. Outdoorlife Norway cannot guarantee any connecting flight or train you might have booked on the same evening after your hike. Also, are you sure you want to travel straight to the station or airport, all sweaty, while you rather would take a shower, enjoy the evening and a good meal in Stavanger, and have a well deserved night of sleep, before you travel onward?
Instead, take it easy and plan enough time to enjoy Stavanger and Lysefjord =)
I HAVEN’T RECEIVED A BOOKING CONFIRMATION. HOW CAN I GET IT?
Once you have completed a tour booking, our booking system automatically sends out two emails:
- Booking Confirmation
- Information Email
Both emails are sent to the email address you provided when booking your tour(s).
If you have not received a booking confirmation, please check your email account’s so-called “SPAM” or “TRASH” folders.
The information email will include a PDF document that includes important details about your tour (meeting time and location, what to bring, etc).
If you have checked your SPAM and TRASH folders, and cannot find either email, please send us an email.
I TRIED TO BOOK A TOUR, BUT MY PAYMENT WAS DECLINED. WHAT SHOULD I DO?
Online payment declines can happen for a variety of reasons. When a company submits a charge to your bank/card issuer, there are automated systems in place that determine whether or not to accept the charge. These systems take various signals into account, such as spending habits, card information (like the expiration date and CVC), and the balance on the account.
During the booking process, please make sure that all information is correct.
Most commonly, when payments are declined, it’s because the person has attempted to pay with their debit card. If your payment was declined, we advise you to try to book the tour using a credit card. If you have tried that, but are still experiencing difficulties when trying to pay, please send us an EMAIL, and we will try to assist you in completing your booking.
The signals used by the bank/card issuers’ automated systems are constantly changing. Thus, a card that was successfully used for a payment in the past may still be declined in the future. If all of the personal/card information is correct in your booking, but your payment is declined, it is best to contact your bank for further details.
I FOUND A TOUR THAT I WOULD LIKE TO JOIN. HOW LONG IS THE SEASON?
Outdoorlife Norway organizes tours year-round. Whenever you choose to visit the Stavanger Region, you can be assured that we’ll have an adventure waiting for you!
If you would like to know the season for a specific tour, simply go to it’s description page. There, you’ll find the date range during which the tour is available for bookings. However, please note that, as new bookings are made, not all dates within the range will be available.