These terms explain purchasing from the Reenis online shop, using tickets and passes, and cancellations. Before ordering, also read your chosen product’s details and any service-specific terms.
1. Seller and contact details
The seller in the online shop is Reeniseppo Oy, Business ID 2928998-7. Contact address: Paakakatu 2, 90520 Oulu. Customer service: info@reenis.fi, 08 613 9199. See the separate directions to Reenis.
The online shop sells tickets, multi-visit and season passes, gift cards, courses, camps and space bookings. For a minor, the order is placed by a guardian or another adult booker.
2. Ordering and prices
Select the product, required options and quantity. For bookings, also select the date, time and any extras. Check the basket contents, contact details and total payable before confirming the order at checkout. Ordering requires acceptance of the obligation to pay.
Prices are in euros and include applicable VAT. The services included, prices of extras and any amounts payable on site are stated on the product page. Any additional costs are disclosed before ordering. Price changes do not change the price of a purchase already agreed.
3. Payment and confirmation
Available payment methods are shown at checkout. Payments are processed by Paytrail Oyj (Business ID 2122839-7), which may appear as the payment recipient on your bank statement and forwards the payment to Reenis. The availability and suitability of exercise benefits for the product must be checked before payment; the benefit is personal.
After a successful order, a confirmation is sent to the email address you provided. Check the product, quantity and any booking time in the confirmation. If the confirmation is missing, check spam and contact customer service. Do not make a new payment until the status of an unclear payment has been resolved.
4. Delivery and activation
Tickets and order details are delivered electronically. You can show an electronic ticket at reception on your phone or as a printout. Bookings receive an email confirmation. Follow the product instructions when activating membership and any access credential, and contact staff if needed.
5. Validity of tickets, passes and gift cards
Single-visit ticket: valid for 12 months from purchase.
Multi-visit pass: the first visit must take place within 12 months of purchase. The pass is valid for 12 months from the first visit. A standard multi-visit pass is personal.
Family session multi-visit ticket: children from the same family may use the same pass. One visit is deducted for each participating child. For example, a visit by two children deducts two visits. Activation and validity periods are the same as for other multi-visit passes.
Monthly and annual passes: the paid access period starts with the first visit. The pass must be activated within 12 months of purchase. Passes are personal and expire at the end of the paid period. They do not renew automatically and do not require notice of termination. The exact access period and scope of access are stated in the product details.
Gift card: valid for 12 months from purchase. Permitted uses and redemption instructions are stated in the gift card details.
6. Courses, camps and space bookings
Leisure services booked for a specific time, such as courses, camps and birthday bookings, do not have the statutory 14-day cancellation right for online purchases. Changes, transfers and customer cancellations for these services are explained in the service-specific terms.
Birthday booking terms · Course and camp registration terms. The contents and terms of other space bookings are shown with the relevant product. Check the group size, time and amounts payable online and on site before booking.
7. Cancelling other purchases
The exception for leisure services tied to a specific time does not automatically apply to open-date tickets, multi-visit passes, memberships or gift cards. The default cancellation period for a service purchased online is 14 days from concluding the contract, unless a statutory exception applies. Delivering a ticket or pass by email alone does not remove the right to cancel.
You can notify us of cancellation in your own words at info@reenis.fi. Include your name, order number, product to be cancelled and order date. You do not need to give a reason. For example, you can use: “I hereby cancel order [order number / product], placed on [date]. Name and contact details: [details].”
A payment subject to statutory cancellation is refunded no later than 14 days after receipt of the cancellation notice, using the original payment method unless otherwise agreed with you. No refund fee is charged.
If you expressly request that the service begin during the cancellation period and receive the legally required information before purchase, reasonable, proportionate compensation may be charged for the part already provided. The right to cancel may end when the service has been fully provided only if the legal requirements are met, including prior consent and acknowledgement of losing that right. Accepting these general terms alone does not replace a separate request.
8. If a service is cancelled or defective
If Reenis cancels a booked service or changes its time, you are entitled to a refund of the price paid for the cancelled service. A new time, gift card or other replacement service may be agreed as an alternative only with your consent. Force majeure does not remove your right to a refund for a service you did not receive.
If there is a problem with your purchase or service, contact customer service as soon as possible. Include the order number, describe the problem and state your preferred solution. We investigate and remedy defects in accordance with the Consumer Protection Act. These terms do not limit your statutory right to a price reduction, termination of the contract or damages when the applicable conditions are met.
An obvious pricing error is assessed case by case. The price is not binding on the seller if the error is so clear that the buyer should have recognised it as an error. In that case, we contact the customer and refund any payment if the order is not fulfilled.
9. Personal data
The processing of order, customer service and other customer information is explained in the privacy notice. Accepting the online shop terms does not in itself constitute consent to electronic direct marketing.
10. Disputes and application of the terms
First try to resolve any dispute with us. As a consumer, you can contact the Finnish Competition and Consumer Authority’s Consumer Advisory Services and refer the matter to the Consumer Disputes Board . You must contact Consumer Advisory Services before referring a matter to the Board.
The terms agreed at the time of purchase and Finnish law apply to the order. Later changes to the terms do not unilaterally change an existing contract. Product-specific terms supplement these terms, but no term limits consumers’ rights under mandatory legislation.