Refund, Return & Cancellation Policy

Under Chapter 6, Section 16(11) of the Finnish Consumer Protection Act (Kuluttajansuojalaki 38/1978) and Article 16(l) of the EU Consumer Rights Directive (2011/83/EU), the standard 14-day statutory right of withdrawal does not apply to contracts regarding leisure activities if the contract provides for a specific date or period of performance (such as dated museum/science center tickets, planetarium screenings, or scheduled holiday workshops).

Despite the statutory exception, the Science Center provides maximum flexibility for individual ticket holders! If you are unable to visit on your scheduled date due to illness, travel changes, or unexpected personal events:

• You may request to reschedule your tickets to any other available day within 12 months.
• Rebooking is completely free of charge.
• Deadline: Your rescheduling request must be sent to asiakaspalvelu@heurac.best no later than 16:00 (4:00 PM) on the visit date stated on your original tickets.

Unused and unactivated gift tickets and Annual Club cards may be cancelled for a full 100% refund within 14 calendar days from the date of purchase.

Once an annual pass has been activated or used for entry into the exhibition halls, it is non-refundable.

In the extraordinary event that the Science Center is forced to cancel an event, show, or close the facilities due to technical issues, extreme weather, or safety directives, customers are entitled to either:

• A full 100% refund of the ticket purchase price, or
• Free rebooking to an alternative date of their choice.

Pre-booked group visits (10+ visitors) and guided school workshops may be cancelled free of charge up to 14 days (two weeks) prior to the scheduled visit.

Cancellations made between 7 and 13 days prior to the visit incur a 50% cancellation fee. Cancellations made less than 7 days prior to arrival are billed at 100% of the confirmed booking total.

All approved refunds are processed within 5 to 10 business days.

Refunds are paid strictly to the original purchaser using the identical payment method used during the initial transaction.

No cancellation handling fees or processing penalties are deducted from approved refunds.

To request a date change or refund, please send an email to asiakaspalvelu@heurac.best with the following information:

• Order reference number (e.g. HEU-20261010-XXXXX)
• Customer name and email address used during checkout
• Number and type of tickets to be changed or refunded
• Preferred new visit date (if requesting rescheduling).