(4.9.2024)
1. Service Description
The products in the online store are sold by the City of Oulu (0187690-1). The online store is used to reserve and pay for Oulu products, tickets for the Oulu Museum and Science Centre, participation fees for workshops or camps, tickets for Oulu Tourist Information, and other city online store products.
2. Registration and Personal Information
By registering in the online store, the Customer can make purchases faster in the future and review past orders. The e-mail address provided during registration serves as the username, and the Customer sets the password during registration. The username and password are personal. The Customer is responsible for keeping their username and password secure and ensuring they are not disclosed to third parties. The Customer is responsible for all use of their username and password and any costs or fees that may arise from such use.
The Customer must provide the necessary information required for the use of the service in the online store. The Customer’s information is stored in the online store’s customer register.
3. Products and Ordering
Tickets for the Oulu Museum and Science Centre can be purchased in advance from the online store and from the service points of the Oulu Museum and Science Centre. Tickets for Tourist Information can be purchased in advance from the online store and from the Tourist Information service point.
Tickets must be paid for in full at the time of booking. Tickets and order confirmations are sent to the email address provided by the customer. The order confirmation includes the tickets ordered and any pre-booked visit date. All tickets purchased in a single transaction are printed on the same order confirmation and must be redeemed simultaneously. Tickets for the Oulu Museum and Science Centre are redeemed at the visit location on the specified visit date during opening times (calendar reservation products and event tickets) or by the validity date indicated on the ticket (other advance tickets).
The order confirmation with the order number must be presented upon arrival at the visit location’s customer service point or to the guide on guided walking tours of Tourist Information, either printed or on a phone screen.
Oulu products are ordered online at verkkokauppa.ouka.fi through the shopping cart. All orders are confirmed by e-mail, which includes the order price and the products ordered.
Receiving an order confirmation requires providing an e-mail address at the time of order. The Customer agrees to the terms and conditions of use and delivery of the online store and any special conditions related to the ordered product.
4. Payment Methods
Products are paid for at the time of order. Online payments are made through a secure connection via the Suomi.fi/Paytrail service. The service includes online payment and card payment services (Visa and MasterCard) from Finnish banks.
5. Prices and Value Added Tax
The applicable price for reservations made in the online store is the one displayed in the online store’s price list at the time of order. Online store prices include any delivery and handling fees. The right to change prices is reserved. All prices are listed in euro (EUR). The prices displayed in the online store include the applicable value-added tax.
6. Terms of Delivery and Cancellation for Products
6.1 Delivery Time and Method
If the product is in stock, we will ship it within 5 working days from the registration of the order in our system. Any deviations from the delivery times will be communicated separately.
Products are delivered by mail to the nearest Posti pickup point specified in the customer’s order or as a letter to the home address. The City of Oulu’s online store is not responsible if Posti delivers the package to another parcel machine or location.
Delivery costs are determined by the content, weight, and delivery method of the order and are displayed in the shopping cart after selecting the delivery method.
If there are issues with the delivery or there is any damage during delivery, a written notice must be made immediately to the address provided in the order confirmation: oulu10@ouka.fi. The notice must be made within seven days of receiving the order.
6.2 Returns and Exchanges
If there are issues with the delivery or there is any damage during delivery, a notice must be made immediately to the City of Oulu’s online store customer service: oulu10@ouka.fi. The notice must be made within seven days of receiving the order.
The customer has a 14-day right of exchange and return according to Finnish consumer protection law. The City of Oulu’s online store does not accept returns more than 14 days after delivery. The returned product and the original packaging must be in the same condition as when received. All costs incurred from the return are paid by the returner unless there is a clear error caused by the supplier. We charge new shipping costs for resending an uncollected package.
Include the delivery list received with your order or a copy of the order confirmation received by email with the return. Returns must always be agreed upon separately with the City of Oulu’s online store customer service before returning the product.
Return Instructions
Notify us of the return by email to oulu10@ouka.fi. In the email, state whether you want to return part of the products or the entire order. Also, provide the order number, your name, address, and phone number. The customer is responsible for the return postage costs.
You can return the products to the central service point (Torikatu 10, 90100 Oulu) or mail them to the following address:
City of Oulu
Oulu10 Services
CUSTOMER RETURN
PL 27
90015 City of Oulu
Pre-purchased tickets or workshop participation fees are non-refundable and non-exchangeable. If the City of Oulu is unable to provide the service purchased by the customer due to a force majeure, it has the right to cancel the pre-purchased products. If the City of Oulu exercises its right to cancel for reasons beyond the customer’s control, the payment will be refunded in full to the customer.
The customer has the option to change the visit date marked on the ticket by contacting the customer service point of the visit location at least one (1) week before the reserved visit.
6.3 Refunds
Refunds are always made to the payment method used for the original payment. If the payment method is no longer valid, the payment operator (Paytrail Oy) is responsible for determining the account number for the refund.
7. Service Maintenance, Availability, and Error Situations
The City of Oulu strives to ensure that the online store operates without errors and interruptions. The City of Oulu has the right to suspend the online store for changes, updates, or technical reasons related to the online store, or for maintenance, installation, or repair work on the telecommunications network or for other similar reasons, or if required by legislation or other authority orders. Efforts are made to schedule interruptions so that they do not cause unreasonable inconvenience to the customer.
The City of Oulu is not responsible for errors caused by interruptions in telecommunications connections or other telecommunications services provided by third parties, or for errors in these services. The City of Oulu is also not responsible for errors caused by the customer using the online store against instructions or regulations, or for errors otherwise caused by the customer.
8. Data Security
The online store is protected using SSL protocol. The customer is responsible for ensuring the appropriate security of their own information systems. The City of Oulu keeps all information concerning the customer or sent by the customer confidential. The City of Oulu organizes the data security of its online store in a generally acceptable and efficient manner and strives to prevent unauthorized access to its information systems with appropriate technical solutions.
9. Equipment, Software, and Connections
The customer is responsible for acquiring, maintaining, and covering the costs of the equipment, software, and network connections required to use the online store. These must not cause disturbances or other harm to the online store or other network users.
10. Liability for Damages
The City of Oulu is only liable to the customer for direct damages caused by its negligence in breaching the agreement. If it can be established that the error is due to the City of Oulu, the customer may be compensated for any unjustified costs incurred in the online store.
11. Force Majeure
A force majeure event releases the City of Oulu from its obligations related to the online store if it prevents or unreasonably hinders the performance related to the online store. Force majeure events include fire, earthquake, flood, explosion, strike or other labor dispute, order of an authority, disruption in energy supply, shortage of raw materials or supplies, cable or other telecommunications disruption caused by or resulting from an external party, or any other similar reason that was not known and could not reasonably have been anticipated in advance. The City of Oulu will notify about the force majeure event on the online store’s website as soon as it becomes aware of it, if possible.
12. Changes to Terms of Delivery and Use
The City of Oulu is entitled to change these terms of delivery and use of the online store by notifying about the changes in the online store well in advance before the changes take effect.
13. Dispute Resolution
Disputes concerning this agreement will be resolved in the Oulu District Court in accordance with Finnish law.