Ski France Booking Terms & Conditions

The following Booking Conditions together with the General Information form the basis of your contract with Ski France Limited.

Please read them carefully as they set out our respective rights and obligations. In these booking conditions, you and your means all persons named on the booking (including anyone who is added or substituted at a later date. We, us and our means Ski France Limited, Ski France Ltd Top Floor, Linkline House, 65 Church Road, Hove, East Sussex BN3 2BD. These Booking Conditions only apply to holiday arrangements, which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these Booking Conditions to holiday, booking, contract, package, tour or arrangements mean such holiday arrangements.

General Information

Please note that the following information will be incorporated into the booking terms and conditions and thus too form the contract.

Catered Chalets and ClubHotel

Check in/out
For guests arriving early and departing late your room is unlikely to be available straightaway or until your departure time. You will be asked to vacate it by 10am on the day of your departure. We encourage everybody travelling by train to ski on both these days. Ski France Travel will endeavour to provide luggage storage and changing facilities, however, this cannot be guaranteed. Sometimes the storage space is in the garage area or near to your chalet. Thus we suggest that passengers travelling by train also consider changing on the train. Please note that it can be very hectic on changeover day!

Smoking
All our properties are non-smoking. Ashtrays are provided outside on balconies and terraces to accommodate any smokers.

Linen and Towels
Linen in catered chalets is changed at the start of the week and bath towels are provided. ‘Prestige chalets’ only will there be a ‘mid-week’ towel change provided as part of the package. Additional towel changes can be arranged locally at a charge of €12 per person.

Hot Water
The properties do have plenty of hot water, but the supply is not endless! Thus please be prepared to stagger bath or shower times & act responsibly with water supplies. We regret that we cannot be held responsible for failure of communal boilers.

Apart-chalets
Some of our accommodation is described as apart-chalets. This usually means that the chalet is not free standing but is located within an apartment block. Often these are larger well equipped and purpose built apartments.

Cabine rooms
This is a style of room common in France. It is usually a small room, often under eaves and does not have a window. In the UK this type of room may be described as a box room.

Room sizes
As many chalets were intended originally for use as private homes or single group occupancy the size, layout and furnishings can vary considerably between different rooms in the same chalet. Where possible we try to reflect these differences in the descriptions and relevant room supplements. Please be aware that triple and quad rooms are sometimes considered to be very cramped.

Christmas
Chalets are appropriately decorated for those guests staying over Christmas and ‘Christmas Dinner’ with all the trimmings is served on Christmas Day.

Children in Chalets
Children aged 2 - 12 are most welcome in our catered chalets. Infants under 2 years are not accepted into chalets unless your group books the entire chalet. For those guests who prefer to be in a chalet without young children, we request that you discuss this with us when booking. We can then designate your chosen chalet as a child-free zone for the duration of your holiday.
High tea children’s menu consists of simple, wholesome and unfussy food. Portions are generally much smaller than supplied for adults. All children paying a discounted child price will be served the children’s menu. If you wish for your children to eat the adult menu at dinner they are not entitled to the child discount. High tea is usually taken between 5.30pm and 6.30pm. Parents should provide their own food for infants. Cots and high chairs should be booked in advance for £25 each. High tea, cots and high chairs must by booked at the time of confirmation.

Saunas and Jacuzzis
Where these facilities are available it is in everybody’s interests that these are used safely and sensibly. The hours they are available may be restricted locally and these facilities will not be supervised. Children may not use them unless supervised by an adult Please bring bathrobes, swimwear and non-slip shoes. Please note that these facilities can sometimes take time to repair in the event of malfunction and therefore may not always be available. Access to these facilities will be withdrawn if they are not used in accordance with the instructions given above or by staff and management in the property or resort.

Bar
There is no bar available in our chalets but you are welcome to bring your own drinks. Beer and spirits are cheaper locally than in the UK. The Club Hotels do have a bar and due to local licensing restrictions it is only able to serve beer and wine during meal times. It is prohibited to consume any alcoholic beverage on the premises which have not been bought in the Club Hotel bar.

Security
The main chalet entrance will be locked with keys or keypad. You will be asked for a €20 deposit in respect of your key which will be returned to you at the end of your stay on the receipt of the key. In some chalets, particularly older ones, individual keys may not be available for each room. The security of guest’s personal items is their own responsibility. Therefore we suggest you do not leave valuable items unattended in an unlocked room. The main door and the chalet windows must not be left open when the chalet is empty. Ski and boots should not be left unattended, especially outside of the chalets after returning home from skiing – please use the ski storage facilities provided.

Meals
Meal arrangements usually start with dinner on the day of arrival and finish with breakfast on the day of the departure. However this is subject to the practicalities of your arrival/departure time should you have arranged your own travel. Chalet staff have one day off per week, so dinner and afternoon tea are provided 6 days per week. Breakfast is provided 7 days a week , however on the chalet hosts day off breakfast is self service where you will be required to help yourself and clear the dishes away afterwards. For those that arrive late to the chalet on Saturday night, you will receive dinner however it may be hot soup and/or a cold buffet. Dinner is usually served between 7.30pm and 8.30pm however feel free to discuss this with your chalet hosts.

Menus
We offer 2 types of service in our chalets. Unless you book the ‘whole’ chalet for ‘sole occupancy’ the menu served will be as indicated in our brochure. If you have taken ‘sole occupancy’ it is possible to upgrade to Prestige for a supplement (enquire with sales team). We only serve one style of children’s menus.
Classic Service – this is our standard service and consists of varied, satisfying tasty 3 course meals with plenty of local chalet wine until coffee is served.
Prestige Service – this more prestigious service includes canapés, sparkling wine before dinner, cheese board and superior wines will be available until coffee is served.
Special dietary requirements - our chalet hosts are able to cater for most types of dietary requirement. Please advise us at the time of making your booking as the shopping is done in advance of your arrival. If the requirements are particularly complex please send/email the details and we will forward these to resort before you travel.

Chalet style
Many chalets are private homes and as a result the standard of rooms can vary quite considerably. Where possible we try to indicate this within our room descriptions and supplements. Rooms will be allocated upon arrival. The standard of furnishings can vary a great deal and as French socialising tends to take place around the dinner table there is often not enough comfy seats to accommodate all the occupants of the chalet at once. Chalet style holidays are best suited to easy-going clientele who enjoy socialising with fellow guests. If you prefer more privacy and formal service, then a hotel holiday may suit you best.

Your chalet staff are a vital part of your holiday and Ski France Travel go to every effort to ensure only those with the requisite social skills are recruited. We find that most guests want to help their chalet hosts to do their job efficiently; small gestures like helping to clear the dishes and making the bed (duvets are provided in most cases) are very much appreciated! All chalets have a CD player provided. You are welcome to bring your own CDs.

Outdoor shoes
Many of the chalets do not allow outdoor shoes to be worn inside the chalet. Thus we suggest that you take soft-soled shoes or slippers with you.

Fireplaces
Wood for fires is usually available. However during periods of high demand it may not always be possible to source the required ‘firewood’ or supplies available maybe limited. Sometimes the fire will be out of action for safety reasons. Remember that open fires are a hazard, particularly in wooden buildings and you should use them responsibly. A lit fire must never be left unattended at anytime. The availability of such a facility will be at the discretion of your chalet hosts or any other member of the Ski France Travel team.

Access to the chalets.
Several chalets are located in positions that make it impossible for coaches and sometimes, even minibuses to reach. Therefore on arrival you may have to walk the final stages to reach the chalet. Wherever practical Ski France will arrange for your luggage to be transported for you. The nature of ski resorts is that conditions are often snowy and icy. We aim to clear paths and walkways as often and practicably as possible but this is sometimes difficult in severe weather conditions. We most strongly suggest that you always wear appropriate footwear, especially during your journey in preparation for arrival.

Photos
The photography supplied is intended to give a general feel of the style and layout of the property. In the case of some properties where there are number of chalets within a complex or hamlet the photography may only represent the generic style of the complex and not necessarily the actual chalet. Please note that sometimes decor is improved and changed and furnishings replaced. We endeavour to reflect the latest style with the photos on www.skifrance.co.uk. The brochure is only printed once a year.

Self-catering Apartments

Occupancy
Prices for apartments are per unit price. Older style apartments are generally very compact, without a lot of space. New and modern residences tend to offer much larger and more spacious apartments.

Cabine rooms
This is a style of room common in France, which is usually a small room and does not have a window.

Photos
In many cases our apartments are generic and where we have included photography this is representative of the standard and style of the accommodation and will not necessarily be the one reserved for your group.

Cleaning
It is a condition of the let that the client upon departure vacates the apartment leaving it clean and tidy. This includes doing the washing up and emptying of bins etc. It is the guest’s responsibility to leave the apartment in a reasonable condition. Apartments not left clean will have a charge deducted from the deposit.

Linen
Bed linen and towels are not included in the price (unless specified) and can be booked in advance or rented locally for approximately £10 - £15. Please advise us a minimum of 8 days before you travel if you would like to order linen. Although it can often be arranged at short notice we cannot guarantee availability if it is not pre-booked. Blankets and pillows are included in the rental price.

Changeover Days
It is normal for your apartment to be ready from 4pm on your arrival day. Should you be arriving into resort late in the evening, please ensure you contact the agency to find out where the apartment keys will be left for your collection. You will be expected to vacate it at 10am on your departure day. For those travelling by train Ski France Travel will endeavour to provide luggage storage and changing facilities, however this cannot be guaranteed.

Deposits (Cautions)
It is customary for most agencies to require a refundable deposit against damage and/or cleaning. The amount can vary but is usually around £200 although if you are booking a self catered chalet the deposit may be up to as much as £550. This is usually in the form of credit card impression, or cash. We strongly suggest you bring a credit card for this purpose. This will be returned to you or destroyed after the agency is satisfied that the apartment has been left in the same condition as it was supplied in and the key have been returned. We ask you to check the inventory on arrival and advise us of any missing items. In the event of any breakage it would assist us greatly if you could replace the item concerned. Most breakable items are available from the local supermarkets at reasonable cost. Alternatively any breakage will incur a charge.

Taxe de Sejour
This is a local French tourist tax the cost is between €0.5, and €1.50, per person per night if it is levied in the resort for guests staying in self-catering apartments and chalets.

Keys
Will be made available as soon as the taxe de sejour and deposit is paid.

Hotels

Check in/out
It is normal for hotels to require a passport or identity document to register all guests on arrival. This will be returned to you shortly after your arrival. Check-in is not normally allowed before 12noon (sometimes later) and checkout is generally by 10am on the day of departure. Hotels will generally make every effort to assist in providing luggage storage and changing facilities to those arriving early/departing late. You may be able to keep your room later for a small charge.

Taxe de Sejour
This is a local French tourist tax the cost is between 0.5€, and 1.50€, per person per night if it is levied in the resort for guests staying in hotels, it is normally added to your extra’s bill at the end of your stay.

Extras Bill
This must be settled in full directly with the Hotel at the end of your stay.

Single rooms
Demand for single rooms generally exceeds availability. There is usually a larger supplement for sole occupancy of a twin or double room. Single rooms tend to be smaller in size and not as well positioned as standard twin rooms.

Extra beds
Where a room is sold as a Twin3/4 this is generally a twin room with extra bed(s) in the room. The space will be reduced accordingly.

Meals
Bed and Breakfast is generally continental breakfast unless otherwise stated. Half board is continental breakfast plus evening meal as described in the hotel information. Special celebration meals are sometimes obligatory (eg Christmas and New Year). In these instances we have included the cost of these in your holiday price. Please note that in France the celebration meal for Christmas usually takes place on Christmas Eve rather than Christmas Day.

Facilities
For all or some of the facilities available in hotels, some require a charge payable locally. Where the facility is free or unlimited we have indicated this in the hotel information.

General Accommodation Information

Ratings
All Ski France properties have been given star ratings to enable you to compare standards of different properties across different resorts. In general these are very similar to the official ratings.
There are instances where official ratings are inconsistent when comparing different resorts e.g. Courchevel 1850 against Serre Chevalier. The Ski France ratings take account of these inconsistencies to give a meaningful comparison. As chalets are classified as private homes they generally don’t qualify for official ratings, therefore please use the following guide: -

* Modest and no frills style accommodation, popular with those for whom budget is more important than comfort.
** Basic style accommodation with limited facilities, there may not always be co-ordinated furnishings and decor. 2 star chalets are unlikely to have many, if any, en-suite rooms.
*** Standard style accommodation which covers a wide range, there are generally a variety of facilities in hotels
and residences. Chalets in this category generally have a number of en-suite bathrooms or a high ratio of bathrooms to bedrooms. The decor and furnishings are finished to a more aesthetically pleasing standard.
**** Superior style accommodation finished to a high standard with several facilities. Chalets in this category will mainly have all en-suite bedrooms and often benefit from a sauna, hot tub or Jacuzzi baths.
***** These accommodations are intended to add a touch of luxury; service will be of the highest standards with little touches that are intended to make your holiday special.

Size
Some French properties can be traditionally quite small and sparsely furnished by UK standards. In some cases wardrobe and hanging space may be limited so please give us a call if you have any queries regarding the size or style of the accommodation offered in the brochure.

Maintenance

French properties have vastly different standards in terms of electrical fittings, plumbing, and ventilation and building standards, however they all conform to local building requirements. Some properties often have steep and open staircases and some do not have banisters. Lights do not always have lampshades. Ski France Travel  have a maintenance team in each area, please advise your chalet host or rep if their services are required in your accommodation. At Ski France we believe that we offer no frills low priced holidays. Although much of the accommodation offered in this brochure is of a very high standard it should be noted that occasionally there will be chipped tiles, blemishes in paintwork, the odd cracked bed slat and other types of imperfections apparent which frequently occur in this type of commercially rented accommodation. Some items that we regard as normal in the UK are not always provided in France such as kettles or teapots!

Proximity to the piste
Many of our properties are described as close to the piste. Although skiing from nearby pistes is almost always available, occasionally it may not be possible due to less than perfect snow conditions.

1. Your holiday contract

When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice to you or your travel agent. If you holiday is booked through the Ski France website, XML, utilisation of 'agent login's' or any other electronic method your holiday will be considered to be confirmed.

Failure on the part of the client and/or travel agent to review these terms and conditions will not relinquish any party from the terms within.

We both agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description, which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland.

In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any dispute, claim or other matter of any description which arises between us governed by the law of Scotland/ Northern Ireland as applicable (but if you do not so choose, English law will apply).

Note: If you had not seen these terms and conditions when you made your booking and you are not happy to proceed with the booking now that you have seen them please return all documentation to us or your travel agent within 7 working days of the date of issue of the confirmation invoice. Your booking will be cancelled and your monies returned in full. This clause does not apply if your booking was made within 10 weeks of travel.

2. Confirmation Invoice

Once we have received your booking and all appropriate payments (see clause 4 below), we will, subject to availability, confirm your holiday by issuing a confirmation invoice. This invoice will be sent to the party leader or your travel agent. Please check this invoice carefully as soon as you receive it. Contact us immediately if any information, which appears on the confirmation, or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. [We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within [ten days] of our sending it out ([five days] for tickets)]. We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. The only exception to this requirement to meet costs is where the mistake in question was made by us and there is good reason why you did not tell us about it within these time limits.

3. Your Financial Protection

We hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (ATOL number 5671.) This means the air holidays in this brochure are ATOL protected. In the unlikely event of our insolvency, the CAA will ensure that you are not left stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk

4. Your Holiday Price

When you make your booking you must pay a deposit of £125 per person (or in the case of ‘Travel Only’, reservations using scheduled services, or if you are booking within 8 weeks of departure, the full amount of the cost of your booking) at the time of booking. In the case of some holiday promotions a condition of the promotional price is that balance is paid in full at the time of booking. You will be advised of this at the time of booking. The full balance of the price of your travel arrangements must be paid at least 8 weeks before your departure date. If the deposit and/or balance is not paid in full and on time (including any surcharge where applicable), we shall cancel your travel arrangements. If the balance is not paid in full and on time we shall retain your deposit. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in clause 7 depending on the date we reasonably treat your booking as cancelled.

All monies you pay to one of our travel agents are held by him on our behalf at all times until they are paid to us or refunded to you.

If payment is made by credit card we will impose a 2.5% charge on the entire amount placed on the card.

We reserve the right to make changes to and correct errors in advertised prices at any time before your holiday is confirmed. We will advise you of any error of which we are aware and of the then applicable price at the time of booking.

Once the price of your chosen holiday has been confirmed at the time of booking, then subject to the correction of errors, we will only increase or decrease the price in the following circumstances. Price increases or decreases after booking will be passed on by way of a surcharge or refund. A surcharge or refund (as applicable) will be payable, subject to the conditions set out in this clause, if transportation costs or dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at [ports or] airports increase or decrease or our costs increase or decrease as a result of any adverse or favourable changes in the exchange rates which have been used to calculate the cost of your holiday.

Even in the above cases, only if the amount of the increase in our costs exceeds 2% of the total cost of your holiday (excluding insurance premiums and any amendment charges), will we levy a surcharge. If we do so there will be an administration charge of £1 per person together with an amount to cover agents commission. If any surcharge is greater than 10% of the cost of your holiday (excluding insurance premiums and any amendment charges), you will be entitled to cancel your booking and receive a full refund of all monies you have paid to us (except for any amendment charges) or alternatively purchase another holiday from us as referred to in clause 7 Changes and Cancellations by us. Although insurance (where purchased through us) does not form part of your contract with us or of any package, we will consider an appropriate refund of any insurance premiums you have paid us if you can show you are unable to use/reuse or transfer your policy in the event of cancellation or purchase of an alternative holiday.

You have 14 days from the issue date printed on the surcharge invoice to tell us if you want to choose option (b) or (c) as set out in clause 7 below. If you do not tell us that you wish to choose either of these options within this period of time, we are entitled to assume that you do not wish to do so and will pay the surcharge. Any surcharge must be paid with the balance of the cost of the holiday or within 14 days of the issue date printed on the surcharge invoice, whichever is the later. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
We promise not to levy a surcharge within 30 days of departure.

Please note, changes and errors occasionally occur. You must check the price of your chosen holiday at the time of booking.

5. If You Change Your Booking

If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do out utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or your travel agent. You will be asked to pay an administration charge of £20 (and £40 if within 10 days of departure) per change together with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible.

Note: Certain travel arrangements (eg Eurostar tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation of up to 100% of that part of the arrangements.

6. If You Cancel Your Holiday

You, or any member of your party, may cancel your holiday arrangements at any time. Written notification from the person who made the booking or your travel agent on your behalf must be received at our offices. Since we incur costs in cancelling your holiday arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in clause 7.

Note: If the reason for the cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. Claims must be made directly to the insurance company concerned. Where any cancellation reduces the number of full paying party members below the number on which the price, number of free places and/ or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly.

*If any member of your party is prevented from travelling, the person(s) concerned may transfer their place to someone else (introduced by you) providing we are notified not less than [two weeks] before departure. Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result together with an amendment fee of £20 must be paid before the transfer can be effected. [For flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight.]

7. If We Change Or Cancel Your Holiday

We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in brochure and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so. However, we promise we will only cancel your confirmed booking 8 weeks or less before departure where you have failed to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or where we are forced to do so as a result of force majeure as defined below. We will not cancel after this date for any other reason.

Most changes are minor. Occasionally, we have to make a significant change. A significant change is a change made before departure which, taking account of the information you give us at the time of booking and which we can reasonably be expected to know as a tour operator, we can reasonably expect to have a major affect on your holiday. Significant changes are likely to include the following changes when made before departure; a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away, a change of accommodation area for the whole or a major part of the time you are away, a change of outward departure time or overall length of time you are away of twelve or more hours, a change of UK departure point to one which is more inconvenient for you.

If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:-
(a) (for significant changes) accepting the changed arrangements or
(b) purchasing an alternative holiday from us, of a similar standard to that originally booked if available. We will offer you at least one alternative holiday of equivalent or higher standard for which you will not be asked to pay any more than the price of the original holiday. If this holiday is in fact cheaper than the original one, we will refund the price difference. If you do not wish to accept the holiday we specifically offer you, you may choose any of our other then available holidays. You must pay the applicable price of any such holiday. This will mean your paying more if it is more expensive or receiving a refund if it is cheaper.
(c) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.
Please note, the above options are not available where any change made is a minor one.

If we have to make a significant change or cancel we will as a minimum where compensation is due pay you the compensation payments set out in the table below depending on the circumstances and when the significant change or cancellation is notified to you subject to the following exceptions. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where (1) we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or (2) we have to cancel because the minimum number of bookings necessary for us to operate your holiday has not been reached - in this case we will notify you by the deadline specified [in the details of the holiday in question]. No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time).

Very rarely, we may be forced by "force majeure" (see clause 9) to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.
Force Majeure

Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in clause 9(1) below) as a result of "force majeure". In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity or actual threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.


8. If You Have A Complaint

If you have a problem during your holiday, please inform the relevant supplier (eg hotelier or chalet host and the NBV resort manager or representative) immediately.

Any verbal notification must be put in writing and given to our representative and the supplier as soon as possible who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Service department at Ski France Ltd, Top Floor, Linkline House, 65 Church Road, Hove BN3 2BD or emailing customer.service@skifrance.co.uk giving your booking reference and all other relevant information. Please keep your correspondence concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you.

It is strongly suggested that you communicate any complaint to the supplier of the services in question as well as to our representative without delay and complete a report form whilst in resort.

If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.


9. Our Liability To You

(1) We promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements.
Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).

(2) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: -
l the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or
l the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or
l ‘force majeure’ as defined in clause 7 above

(3) Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities, which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised in our brochure and we have not agreed to arrange them and any excursion you purchase in resort. Please also see clause 22 Excursions Activities and Brochure Information. In addition, regardless of any wording used by us on our website, in any of our brochures or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.

(4) The promises we make to you about the services we have agreed to provide or arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred - will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature, which might lead a reasonable holidaymaker to refuse to take the holiday in question.

(5) As set out in these booking conditions we limit the maximum amount we may have to pay you for any claims you may make against us.
Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £30 per person affected unless a lower limitation applies to your claim under this clause or clause 9(6) below.
For all other claims which do not involve death or personal injury, if we are found liable to you on any basis the maximum amount we will have to pay you is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under clause 9 (6) below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

(6) Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier or any stay in a hotel, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or hotel keeper concerned would have to pay under the international convention or regulation which applies to the travel arrangements or hotel stay in question (for example, the Warsaw Convention as amended for international travel by air and/or for airlines with an operating licence granted by an EU country, the EU Regulation on Air Carrier Liability for national and international travel by air, the Athens convention for international travel by sea). Please note: Where a carrier or hotel would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money, which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question. Copies of the applicable International Conventions and Regulations are available from us on request.

(7) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.

(8) You must provide our insurers and ourselves with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 8 above. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with our insurers and us if our insurers or we want to enforce any rights, which are transferred.


10. Personal Injury Unconnected With Your Booked Travel Arrangements

If you, or any member of your party, suffer death, illness or injury whilst overseas arising out of an activity which does not form part of your package travel arrangements or an excursion arranged through us, we shall at our discretion, offer advice, guidance and assistance. Where legal action is contemplated and you want our assistance, you must obtain our written consent prior to commencement of proceedings. Our consent will be given subject to you undertaking to assign any costs, benefits received under any relevant insurance policy to us. We limit the cost of our assistance to you or any member of your party to £5000.


11. Conditions Of Carriage

Many of the services, which make up your holiday, are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions (see clause 9 (4)). Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

This brochure and our website www.skifrance.co.uk is our sole responsibility, as a tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements. Please note that in accordance with Air Navigation Orders in order to qualify for infant status, a child must be under 2 years of age on the date of it’s return flight.

12. Travel Documentation

It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel documents or other documents results in fines, surcharges or other financial penalty being imposed upon us, you will be responsible for reimbursing us accordingly. We will have no further responsibility towards such person(s) including any return travel arrangements. No refunds will be made and will not pay any expenses or costs incurred as a result.


13. Passports Visa’s/Vaccinations

It is the passenger’s responsibility to have a valid passport, visa, permits or any other travel regulations. If necessary, passports should be applied for/renewed at least 8 weeks before departure. Requirements may change and you must check the up to date position in good time before departure. Information on health is contained in the department of Health leaflet T6 (Health Advice for travellers) available from your local Department of Health office and most Post Offices. For European holidays, you should obtain a completed and issued EHIC (European Health Insurance Card) (details in leaflet T6 referred to above) prior to departure.

You must pay all costs incurred obtaining such documentation. If you or any member of your party is not a British citizen or holds a non-British passport, you must check passport and visa requirements with the Embassy or Consulate of the country (ies) to or through which you are intending to travel. Early application for visas etc is advised. There are no vaccinations required at current time for either staying in or travelling through France or Switzerland.

14. Transfers

We occasionally share travel arrangements with other ski tour operators. This will not affect your holiday service in any way. We shall not be liable for any loss, delay or costs connected with and arising out of adverse weather or traffic conditions including blocked roads. In the event that you should miss your return flight/train/ ferry crossing due to adverse conditions such as blocked roads or closed resorts we will endeavour to organise a suitable alternative, however any additional costs will have to be borne by you as every passenger is assumed to have adequate travel insurance including ‘missed departure’.

15. Behaviour

When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions.

We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, annoyance or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and will not pay any expenses or costs incurred as a result of the termination.


16. Special Requests/Medical Conditions

If you have any special requests, you must advise us at the time of booking and clearly note it on your booking form. *Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. *Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met.

Unless and until specifically confirmed, all special requests are subject to availability. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request.

If you or any member of your party has any medical problem or disability, which may affect your holiday, please, tell us at the time of booking and provide us with any information required to ensure we can prepare adequately. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.


17. Safety Standards

It is French standards and regulations, which apply to the services and accommodation which make up your holiday, and not those of the UK. These requirements and standards are often different to the UK and may sometimes be lower.


18. Apres Ski activities and brochure information

The information contained in our brochure is correct to the best of our knowledge at the time of the brochure going to print. We may provide you with information (in our brochure and/or when you are on holiday) about activities and excursions that are available in the area you are visiting.

We have no involvement in any such activities or excursions that are neither run, supervised nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such activities or excursions in any way. We cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 9 of our booking conditions will not apply to them. We do not however exclude liability for the negligence of ourselves or our employees resulting in your death or personal injury.

We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the resorts/area you are visiting generally (except where this concerns the services which will form part of your contract) or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. If you feel that any of the activities mentioned in our brochure which are not part of our contract are vital to the enjoyment of your holiday, write to us immediately and we will tell you the latest known situation. If we become aware of any material alterations to resort/area information and/or such outside activities that can reasonably be expected to affect your decision to book a holiday with us, we will pass on this information at the time of booking.


19. Prices and Website/Brochure Accuracy

Please note, the information and prices shown on this website or in our brochure may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of the website, brochure and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) with us [or your travel agent] at the time of booking.

Included in your holiday price

• Accommodation and meals as specified
• Taxe de sejour in catered chalet holidays
• Services of Ski France Travel Ltd resort representative

Optional Travel (if booked)

• Return travel as booked from UK departure point
• Return coach/minibus/taxi travel with flight and train included packages
• Channel crossing (as specified) for self drive packages.

Not included in your holiday price

• Credit card charges
• Travel Insurance or motorist breakdown cover
• Travel to and from, parking at UK departure points
• Motorway tolls, petrol and overnight stops for self drive packages
• Ski Packs
• Taxe de Sejour for hotel and self catered holidays
• Linen and towels in self-catering apartments (unless specified)
• Wine, coffee or other drinks in hotels.
• Ski Carriage - £35 per set of skis

Ski Extras - Booking Terms and Conditions

Your Ski Holiday Extras - lift passes, ski equipment, ski and snowboard lessons are suppled through our sister company ski Holiday Extras and as such you are bound by their terms and conditions. The key relevent terms to these are detailed below. The entire terms and conditions can be viewed at http://www.skiholidayextras.com/info/terms.php

Product Vouchers

 Your voucher for the goods/services that you have reserved will be sent to you by email. This email, confirming receipt of your order, will contain a link which you will need to click in order to print out your vouchers. Should you not have received a confirmation email within 24 hours of making your booking, please contact admin@skiholidayextras.com. The voucher will include all the information you need to collect your goods/services in resort. You must print the voucher and take it with you as proof of purchase whenever you are collecting your products from our agents or suppliers on site. SkiHolidayExtras.com cannot be held responsible for any consequences resulting from the clients failure to print out vouchers and take them to resort.

SkiHolidayExtras.com cannot refund clients unused portions of vouchers. If for any reason you should be unable to use all or any of the services booked, for any reason whatsoever, then a claim should be made to your insurance company. SkiHolidayExtras.com will endeavour to provide you with any documentation needed to make a claim with your insurance company. All requests for information should be made in writing to admin@skiholidayextras.com

If you lose your voucher you must inform us as soon as possible in writing to admin@skiholidayextras.com or by telephone before your departure to resort. If you fail to do this and we have no record of your purchase we may have to charge you again and refund you on your return if we find you have been charged twice. Please put any issues in writing (with receipts where appropriate) to: SkiHolidayExtras.com, Top Floor Linkline House, 65 Church Road, Hove, East Sussex, BN3 6BD or email us at admin@skiholidayextras.com, within 28 days of your return to the UK.

Pricing and availability

All products listed on the website should be available, however, due to the large number of products on the website and the fluctuating seasonal availability of certain products SkiHolidayExtras.com cannot guarantee the availability of our full catalogue of products. As we process your order, we will inform you by e-mail and telephone if any of the products you have ordered turn out to be unavailable or if there is a change to the dates/times or availability.

When making a ski school booking within 4 weeks of your arrival date in resort we reserve the right to refuse the booking should ski school no longer be available, or to suggest alternative arrangements. Any extra costs involved in changing from the original product booked will be recharged to the client, any amount paid by the client over the cost of the final product will be refunded.

Liability

SkiHolidayExtras.com are not liable for any injury, delay, loss, theft, damages or death as a result of extras supplied by a third party supplier. SkiHolidayExtras.com are not liable for any Industrial Action from our suppliers although we will do our best to recover any monies from the supplier on behalf of our customers SkiHolidayExtras.com will not be responsible for any loss, delay or costs connected with adverse weather conditions.

Following delivery of lift passes it is the clients sole responsibility for the safekeeping of the liftpass and any additional receipts relevant to their booking. SkiHolidayExtras.com are not responsible for the loss or theft of lift passes however, where possible we will do our best to assist in obtaining a replacement lift pass. All claims for compensation as a result of lost or stolen passes rest with the clients insurer and not SkiHolidayExtras.com

SkiHolidayExtras.com's third party skihire suppliers offer the option of damage and theft insurance, payable in resort, for the ski hire purchased through SkiHoilidayExtras.com. This insurance is not included in the purchase price of ski hire on our website and it is the client's responsibility to ensure that they are adequately insured against loss or theft, whether through their own insurance company or through the purchase of the insurance offered by third party suppliers. SkiHolidayExtras.com accepts no responsibility whatsoever for the loss, theft or damage of ski hire equipment.

SkiHolidayExtras.com accept no responsibility for the loss of lesson cards/vouchers/proofs of purchase or exchange provided to the client by third party ski school suppliers. It is the sole responsibility of the customer for the safekeeping of said lessons cards/vouchers/proofs of purchase or exchange. The replacement of such documents will be at the discretion of the third party ski school provider and SkiHolidayExtras.com accept no responsibility for the decision or actions of the third party supplier following loss or theft of such documents.