1. Our new flexible conditions
Updated with new ‘flexible’ Terms & Conditions for Winter 2020/2021 to protect our guests in the event of a further outbreak of Covid-19.
By making a booking with us you agree to accept the following Terms & Conditions.
Please note all important Covid-19 related changes detailing our new ‘flexible’ conditions for Winter 2020/2021 are added in blue for your ease of reference.
These ‘flexible’ Terms & Conditions apply to all bookings made after midnight on 26 July 2020 onwards, for any pre-existing bookings made before midnight on 26 July 2020 our previous Terms & Conditions will apply and can be found here.
Following the closure of the resort last season on 14 March 2020, and the subsequent travel ban imposed by the Foreign Commonwealth Office on UK citizens due to the international outbreak of Covid-19, we renegotiated our local contracts to allow us to provide our guests with greater flexibility when booking for next Winter, in order to best protect you and provide peace of mind in the event of a resurgence of Covid-19.
The main features of our ‘flexible’ booking conditions for Winter 2020/2021 are as follows (below are abbreviated bullet points; the full details can be found in the text below):
- No quibble ‘flexible’ alterations to your booking until 1st October 2020– all bookings can be changed to another date within 24 months of your original booking, for any reason whatsoever and completely free of charge.
- Accommodation refunds applicable in the event of specific Covid-19 related cancellations– cancel your booking between 14 and 7 days before your trip and be eligible for a refund credit note of 100% of payments made or you can opt for a cash refund, less the deposit paid only. This is in the event of specific Covid-19 related circumstances arising. For further details of the exact terms and when they will apply please see clause 11 below.
- 100% refunds for Ski Hire and Lift Passes– all payments for equipment hire and lift passes paid directly to us will be refunded in full up until your arrival date in resort. You have the right to cancel any of these services, for any reason, up until this point and will receive a full cash refund for amounts paid.
- Reduced Deposits to secure your booking, just €100-€150 per person– all deposits payable to secure a booking are reduced for next Winter. For further details of the exact terms please see clause 4 below.
- Balance payments now due just 8 weeks prior to travel– the deadline for the payment of balances due has been reduced from 12 weeks to 8 weeks prior to arrival.
- All balance payments for accommodation, as well as for equipment hire and lift passes, will be held in a secure account controlled exclusively by our Accountant until the holiday is fulfilled– for your peace of mind all balance payments (being all payments made less the deposit only), and payments for hire and passes, will be held in separate account controlled exclusively by our Accountant until the day you leave resort. This is to give you the peace of mind that your money will be instantly accessible up until the day you depart, should you be eligible for a refund at any time before then.
2. Our Booking Contract
Please read this information and your booking confirmation email carefully, together they contain important information about your holiday and the services we provide, as well as the terms and conditions of the agreement between Chardons Limited (company No. 08696777), 7 Park View, Shawford, Winchester, Hampshire SO21 2BS (referred to as ”we, us, our”) and all persons named on your booking (referred to as “you and your”).
By making a booking whether by telephone, online, or in person, you are making an offer to purchase the facilities and services requested, which will only be deemed accepted by us when all deposits have been fully paid and we issue your booking confirmation. The resulting contract is deemed to be made on the terms of these booking conditions at our offices and is governed by and construed in accordance with English law.
NOTE that no contract will be made between you and us where a provisional booking or reservation enquiries are made and not supported by your payment of the deposits in full and our issuing you with a booking confirmation.
The person who completes your booking and who pays your deposit does so as agent for all persons named on it and by doing so warrants that he/she has authority to sign on behalf of all persons named on the booking form and acknowledges that these terms and conditions apply to all such persons.
This holiday contract does not include any facilities, services, activities, or excursions, such as those that are available to be purchased separately in resort, that you book and pay for after receipt of the booking confirmation (“additional activities”). These additional activities are provided by separate contracts but care should be taken to note at the time additional activities are booked who it is that is agreeing to provide you with such additional activities, because it may not always be us.
We will treat each element of the booking including the accommodation and any additional activities as separate bookings, so that the price charged in total for the booking of more than one element will always equal the prices charged separately for each individual element. To help you to identify which element you would like to book, prices on our website are listed by element and each element of the booking is available to buy separately at the same price as it would be if more than one element is booked. This means that separate items purchased do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992 or package or Linked Travel Arrangements as defined in the Package Travel and Linked Travel Arrangements Regulations 2018.
If you have any questions about the information contained in either these terms and conditions or your booking confirmation email, please do not hesitate to contact us as soon as possible so that we can resolve your query.
Please refer to our website, www.chaletchardons.com for detailed descriptions of your accommodation.
3. Making Your Booking
To make a reservation, call the UK office on 01600 800 300 (local UK rate, 44 1600 800 300 from abroad), email us using our booking form on our website, or use our online sales tools.
When your booking is only provisional (i.e. you have not paid the deposits in full), we may hold a certain chalet on specific dates (at our sole discretion) on this provisional booking for up to 24 hours (unless otherwise agreed in writing). If you have not confirmed your booking within 24 hours, we may sell the rooms you have provisionally booked to third parties and cancel your option without further notice. It is not always possible to keep options on late availability prices.
In some cases, it may not be possible for you to book online and in such cases, telephone and email enquiries will, upon payment of the relevant deposit, be considered as offers by you that are subject to acceptance by us upon receipt by you of our booking confirmation email. When you receive our booking confirmation email, your booking will be subject to these conditions.
4. Pay for your booking
4.1.1. Catered Bookings
To confirm your holiday, we ask for a deposit of €150 per person (or €100 per person when booking Chalet Coeur des Brevieres). If you book within 8 weeks of departure, we will ask you for the full cost of your holiday when booking.
4.1.2. Self-Catered Bookings
To confirm your holiday, we ask for a deposit of 20% of the full value of your self-catered reservation. If you book within 8 weeks of departure, we will ask you then for the full cost of the reservation when booking.
The final balance of your holiday is due at least 8 weeks before arrival. We will endeavour to contact you before this date to remind you that the balance is due. If the balance is not received before the due date, we reserve the right to cancel the booking and keep your deposit. Your final balance and due date can also be found in your ‘MyBooking’ online area. Details will be provided on your booking confirmation email.
4.2.1. All balances held in a separate account
All balance payments received for accommodation, lift passes and equipment rental, excluding the accommodation deposit (i.e. 150 euros per person or 100 euros per person if you book Coeur de Brevieres), relating to the 2020/21 winter season, must be kept securely in a separate bank account for your peace of mind and security. This account is monitored and controlled exclusively by our Accountant. The money is only transferred into the company’s bank account once the customer has left the station and is only available at this stage for operational use of the business. It’s about giving you peace of mind that your money will be instantly accessible until the day you leave if you are eligible for a refund at any time before that date.
4.3. Security Deposit for Self-Catered Bookings
For self-catered bookings we require a security deposit, the amount required will be specified in your booking confirmation email. Payment of the deposit is required 1 week prior to arrival. The deposit does not apply towards the booking value. The security deposit will be refunded in full within 14 days after departure provided there is no loss or damage to the property. Any loss or damage to Chalet Chardons properties can be deducted from your deposit including but not limited to the following: replacements and repairs that are considered outside normal wear and tear, conditions that require excessive cleaning/laundry or rearranging of furniture that has been moved, replacement of missing items from unit (including bed linen and towels), soiling of towels, linens and carpets, costs to replace keys and misuse of items belonging to the property.
5. Communication between you and us
All communication and correspondence will be made between us and the leader of the group only who will be identified by you at the time of booking. It is then up to the party leader to pass on any relevant information to other members of your group and to ensure that all members of your group are sufficiently insured.
All our holidays advertised on the website or otherwise are subject to availability and the price on the day of booking.
We sell our holidays in Euros. At the time of booking we will provide you with a quotation in euros and an indicative pound sterling price based on the then current exchange rate. Where you pay the deposit or final payments after the date on which those quotes are given the pound sterling price indicated may be subject to change with currency fluctuations. To fix the price in pounds, as indicated (dependent on the actual rate your bank charges), you can pay your final balance at the time of making a reservation.
The prices shown or given are per person per week (unless otherwise indicated) and are based on two to six people sharing a standard room.
A single supplement of up to 100% may be charged for any empty bed within a room, the reason for imposing such a supplement is because our contract is based on a price per room while our holidays are sold per person.
7. Your holiday
7.1. Catered Bookings
The services that form part of your holiday will be provided either directly by us or by independently contracted suppliers.
Unless stated otherwise the price of your holiday will include: accommodation at the chalet named in your booking confirmation email; breakfast and afternoon tea on 7 days; dinner on 6 evenings with complimentary wine (for Val d’Isere Chalets this will be 5 evenings); all local resort taxes and Value Added Tax. Not included in the price of your holiday is: dinner on your chalet staff’s day off; your transport to and from the resort; flights, your lift pass and any equipment hire (although passes can be arranged for collection upon arrival and we can assist you with your equipment hire at a Chalet Chardons discounted rate); and winter holiday insurance.
7.2. Self-Catered Bookings
The services that form part of your holiday will be provided either directly by us or by independently contracted suppliers.
Unless stated otherwise the price of your holiday will include: Sole Occupancy of the chalet named in your booking confirmation email; Bed Linen; Two Towels per guest; Start & End Stay Cleaning Service; Concierge and key handover service; In resort guest services team; daily Hot Tub and Sauna checks (if applicable); on call maintenance team; Welcome hamper with variety of local products and freshly baked cake; Cooking Utensils, Crockery, and Cutlery; all local resort taxes and Value Added Tax
The following additional services can be arranged at any time throughout your stay:
- Additional Cleaning service – €20 per hour.
- Additional Linen & Towels – €25 per bed set.
Not included in the price of your holiday is: your transport to and from the resort; flights, your lift pass and any equipment hire (although passes can be arranged for collection upon arrival and we can assist you with your equipment hire at a Chalet Chardons discounted rate); and winter holiday insurance.
The number of people permitted to stay in your accommodation is strictly limited to the number of beds booked as set out on the booking confirmation email. Subletting, sharing, or assignment is not allowed, although prior to arrival changes may be able to be made by contacting us.
9. Dietary Requirements
Please let us know when booking if members of your group have any special dietary requirements. Subject to local availability of ingredients, our chefs will endeavour to meet all dietary requirements as much as possible. You recognize that in extreme circumstances, we may be unable to provide a 100% satisfactory food service. We ask that to help your leader you bring all the supplements that your party may need. When you arrive, be sure to discuss your specific needs with your cottage host or chef.
In the case of severe allergies, while we will always take measures when required by a customer with allergies to avoid cross-contamination, we cannot 100% ensure the prevention of any cross-contamination in our kitchens, and customers suffering from such allergies must recognize that they stay in our cottages at their own risk. Thistles Ltd. cannot accept any liability for damage or damage caused in the event of cross-contamination.
It is an imperative condition of your booking agreement with us that you and your party members have adequate travel insurance, from a reputable provider, offering coverage for (but not limited to):
- Emergency medical expenses, including, among other costs; mountain rescue, ambulance costs and repatriation.
- Cancellation of your trip or restriction (shortening your trip). *
- Closure of the complex due to a case of force majeure. *
- Personal liability to include, among other liabilities; damage caused by your negligence to the property in which you are staying and cannot include a clause that limits actions taken against a travel companion other than the family.
- Loss or damage to rented equipment.
- Travel and transfer delays (to and from abroad) that must include, among other things, costs; additional costs incurred in the event of a delay beyond your control.
- If you, a member of your household or a travel companion who is part of your group, have a positive result for Covid-19 within 14 days of your travel date, preventing you from travelling [Such polices can now be inexpensively purchased via such insurers as Stay Sure or Insurefor for approximately £15 per person]
The policy should include additional activities that you are likely to do, especially off-piste skiing with or without a guide (it is possible to ski off-piste inadvertently).
We will not accept any liability of any kind for the loss or damage suffered by any of your parties who travel and stay with us because they do not have adequate insurance.
You acknowledge that all modes of travel to and from our resort (including, but not limited to, our partner travel companies) may be subject to delays or cancellations and furthermore you accept that we are not responsible for such travel delays or cancellations.
*We understand that many insurance policies will now exclude cancellations related to Covid-19. We have therefore provided additional “flexible” booking conditions in these Terms and Conditions to cover the situation, if you are unable to complete your holiday booking in specific circumstances related to a resurgence of Covid-19. For more details on the exact terms that will apply in a Covid-19 situation, please see article 11 below.
If, due to Covid-19 related issues, any of the following circumstances arise (for both catered and self-catered bookings):
- The French Government, or the Government in your home country you are travelling from, puts in place governmental advice affecting either the whole of your home country or the local region that you live in, restricting travel to France, or preventing your ability to carry out the purpose of your holiday, and is applicable to all the residents of that country or region you live in and that such advice covers your departure date
- The Tignes and Val d’Isere ski resort is closed in its entirety during your dates booked, or the majority of the days during the duration of your booking, due to safeguarding measures implemented locally for the prevention of the spread of Covid-19; or
- A further lockdown is implemented across the whole of France, or locally affecting Tignes and Val d’Isere, and this lockdown applies during your dates booked; or
- The French Government has introduced quarantine measures for travellers from your home country covering a period equal to or longer than the duration of your stay.
- The Government in your home country you are travelling from introduces quarantine measures for 7 days or longer applicable on your return from France and these measures apply to you during your dates booked.
The following refund policy will apply:
- For catered bookings – you will receive a refund in full for any holiday not taken minus the deposit paid of €150 euros per person (a lower deposit of €100 per person would be retained for bookings in Chalet Coeur de Brevieres).
- For self-catered bookings – you will receive a refund in full for any holiday not taken minus the deposit paid of 20% of the value of the reservation.
- Alternatively, at your sole discretion and choice, you can opt for the full balance of your booking, including the full deposit with no deductions, to be transferred as a refund credit note to a new booking within 24 months of your original booking. For our Refund Credit Note Terms please see clause 31.
- All payments for Ski Hire and Lift Passes made directly to us will be refunded 100% with no deductions up until your arrival date in resort. You have the right to cancel either of these services, for any reason, up until this point, and will receive a full cash refund for amounts paid.
These ‘flexible’ Covid conditions will only apply if strictly related to the Covid-19 pandemic over your dates booked and we will require proof from a Government website demonstrating such measures listed above are in place triggering these cancellation rights, and also where necessary proof of your residency in the home country effected, before we are able to process your refund and/or refund credit note due.
To qualify for these refunds, you must cancel your booking (by emailing us on email@example.com) between 14 and 7 days prior to your arrival date confirming one or more of the above Covid-19 measures in place at that time (and current advice must support the fact that such measures will continue to be in place during your dates booked and are not planned to be withdrawn before your arrival).
If any of the above measures only come into force within 7 days of your departure, then you can cancel your booking and be entitled to the above same refund policy if you cancel within 48 hours of such measures being introduced or cancel the day before your arrival if the measures come into force within 48 hours of your departure.
By way of explanation, we have reduced the non-refundable deposit to the minimum amount we feel is possible to contribute towards those local expenses we will have incurred prior to your arrival in resort, that we will be unable to later recover in the event of a cancellation.
12. Changes or cancellations made by you (not covered by the ‘Covid-19’ clause above)
12.1. All changes made before October 1, 2020
Until 1 October 2020 you may request, for any reason whatsoever and completely free of charge, to move the value of payments we have received (this excludes any commission that has been paid to 3rd Party Agents)) to secure another date within 24 months of your original booking, in either a different chalet or your original chalet. Whilst no modification fees will apply, date and chalet changes will be subject to availability and any difference in rate at the time of re-booking.
Our rates for Winter 2021-22 have not been confirmed yet, therefore we can either confirm the price for the new booking once our rates are confirmed, or issue you with a refund credit note for the value of the payments we have received to date (this excludes any commission that has been paid to 3rd Party Agents), which can then be later redeemed. For our Refund Credit Note Terms please see clause 31.
In order to move a booking please email firstname.lastname@example.org or call us on our UK landline 0044 (0) 1600 800 300, no later than 1 October 2020 and state the date/chalet you wish to move the booking to, including details of whether the change applies to all guests on a booking. We will then endeavour to carry out your requirements but will not be held liable if the preferred date is no longer available.
12.2. All changes made after October 1, 2020
If you cancel your holiday for any reason, other than when ‘Covid-19’ circumstances arise as listed above in clause 11, the cancellation charges below are payable from the date we are informed of your cancellation. These are calculated to cover the cost of processing your cancellation and to compensate us for the risk we take that we may not be able to resell your holiday.
Where cancellations are made more than 8 weeks before your booked arrival date you will forfeit your deposit paid only. For all cancellations made less than 8 weeks before your booked arrival date the following charges apply:
- Cancellation between 8 and 6 weeks before your intended arrival date: 75% of the total amount payable.
- Less than 6 weeks before your intended arrival date: 100% of the total amount payable.
Please note that depending on the reason for your cancellation, you may be able to claim the charges under the terms of your holiday insurance.
Your identified party leader is responsible for paying this charge and you acknowledge that he or she is responsible to your party for accounting to you.
If any alteration to your booking changes your party’s qualifications, meaning you would no longer be entitled to a free place (for example), you may lose your group discount altogether and the remaining group members may be required to pay any under occupancy charges.
All payments for Ski Hire and Lift Passes paid directly to us will be refunded 100% with no deductions up until your arrival date in resort. You have the right to cancel any of these services, for any reason, up until this point and will receive a full refund for amounts paid.
13. Alterations by Us (not covered by the ‘Covid-19’ clause above)
Our holidays are planned far in advance therefore it is sometimes necessary or prudent for us or our landlords to make changes (for example to a particular room in a chalet) either before or after the holiday contract is made and we reserve the right to do so. Occasionally it is necessary or prudent for us or our landlords to make major changes to the extent that your intended accommodation may not be available. Unless any changes made are major changes or your holiday is cancelled you agree that you are not entitled to compensation.
If, apart from when the circumstances fall within the provisions of the ‘Covid-19’ clause above and in which case the provisions of the ‘Covid-19’ clause 11 will prevail, a cancellation or major change is notified to you by us, we will endeavour to automatically offer you a substitute holiday which in our sole discretion is of at least equivalent standard and in such circumstances you will not have the right to cancel nor will you be entitled to a refund.
If a holiday of equivalent standard cannot be offered to you, you may accept a holiday of a lower standard plus the difference in price between the original holiday and that offered as an alternative or you have the right to withdraw from the contract and receive a refund of all sums paid by you in respect of the holiday. For the avoidance of doubt no compensation is offered to you in such circumstances nor will it be payable by us.
Due to the constantly evolving nature of the Covid-19 crisis, we might need to change or withdraw some advertised accommodation facilities and resort services so we can keep everyone safe and operate within French laws. Wherever we can we will let you know about this in advance, but sometimes it might be at very short notice. We will not be able to provide you with any compensation in respect of such changes. In such circumstances you will not have the right to cancel nor will you be entitled to a refund.
There are no circumstances (including our negligence) in which we are liable for any consequential losses whatsoever such as (but not limited to) losses of holiday entitlement, loss of earnings, or the cost of onward flights or other transport or activity arrangements.
If you book your holiday and a booking confirmation is sent, we will not retrospectively refund you if we subsequently alter our prices on advertising a special offer.
To clarify, in the event we are unable to perform our contractual obligations due to circumstances amounting to force majeure (see below – ‘Events Beyond Our Control’ section), this will not be regarded as an alteration by us and we will not be liable to pay any losses, damages, costs or expenses incurred by you as a result of any such change or non-performance of our contractual obligation, nor will you be entitled to a refund. You are reminded to take out adequate travel insurance to cover such eventualities.
14. Brexit, the Transition Period, and the Potential Impact on Your Booking
It is possible from the time of making your booking until you travel, elements of your holiday booked through us may be impacted by the UK ceasing to be a member state of the European Union (“Brexit”).
The introduction of new laws, or existing laws ceasing to apply, due to Brexit, may restrict or prevent our ability to provide some elements of your holiday. This could include a potential inability for us to rely on the free movement of workers and, in particular, the Posted Workers Directive to employ resort staff (namely Managers/Reps, Chalet Chefs/Hosts) in France.
In the event that changes in the law due to Brexit prevent us from providing certain services that make up your holiday, we will endeavour to provide suitable alternative products and services. Should this prove impossible we will offer a partial refund for specific elements of your arrangements that we are unable to provide.
Provided that we seek reasonable alternative products and services or reimburse any products or services that we are unable to provide, we shall have no further liability to you for non-delivery of certain aspects of your holiday or booked arrangements as a result of Brexit.
However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
It should also be noted that Brexit may also have an impact on your ability to travel and to take part in your booked arrangements. This could include, but is not limited to, the need to acquire a visa to visit your destination country or the need to purchase additional insurance to meet your needs if the European Health Insurance scheme (EHIC) comes to an end. Any new obligations imposed on you as a result of Brexit are entirely your responsibility.
For the avoidance of doubt, it remains at all times your responsibility to comply with any additional obligations that may be imposed on you as a result of Brexit, in order to take part in your chosen arrangements.
If there is an inconsistency between the provisions of this clause and any other provision of this agreement, the provisions of this clause shall prevail.
Rooms will be available to you after 16:00 on the date of arrival and we ask that they be vacated by 09.00 on the date of departure. We will request confirmation of your time of arrival at the time your final payment is settled. Our chalets will be manned until 22:00 on changeover day, so please ensure we are clearly advised well in advance if you are due to arrive after 22:00 so that we can make arrangements for your check-in.
If you are arriving before 16:00 we can store your luggage in the chalet if you are keen to make the most of the quiet changeover day on the slopes. We will also endeavour to arrange your ski passes and discounted equipment hire as soon as practical.
Please note, due to extra safeguarding measures and cleaning requirements needed next season to restrict the potential spread of Covid-19, we cannot guarantee the chalets will be ready until 16:00 on the day of your arrival. If your chalet is ready in advance of this time, you are of course welcome to check-in earlier.
16. Discounts for children
As detailed on our website, children 12 years of age and under will be eligible for a discount.
17. Lift Passes and Discounted Ski/Snowboard Hire
In partnership with our suppliers, we are pleased to be able to offer you lift passes for collection upon arrival and discounted ski/snowboard hire. Such extras can be booked and purchased at any time 24 hours after your accommodation booking has been confirmed.
You should note that the contract in such circumstances is between you and the third-party supplier on that suppliers’ terms and conditions. We are not a party to that contract and cannot make nor will we be liable for making any refunds on any costs incurred nor for any other loss or damage incurred by you or your party for any reason whatsoever.
You should therefore ensure that your travel insurance is adequate to cover any losses you may incur as a result of circumstances beyond the third party suppliers’ control, including, but not limited to, bad weather resulting in closed lifts.
All payments for Ski Hire and Lift Passes paid directly to us will be refunded 100% with no deductions up until your arrival date in resort. You have the right to cancel any of these services, for any reason, up until this point and will receive a full refund for amounts paid.
18. Accurate description
We endeavour to ensure that all the information and prices displayed on our website are accurate. However, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.
We strive to ensure accuracy of descriptions shown however we are not always able to control all the components of the holiday arrangements and it is possible that an advertised facility may be withdrawn or changed.
19. Internet access
In many mountain resorts, signal strength is limited throughout the resort, not just in individual properties. Speeds are not as we are used to in most urban environments in the UK. Where advertised, our chalets are equipped with free Wi-Fi, however we cannot guarantee a continuous and uninterrupted internet connection as this is outside of our control. You will not be advised in advance if this facility is removed and we cannot offer refunds or compensation if the internet is down or the Wi-Fi is not available for any reason. Please note the Wi-Fi provided is not sufficient for streaming or downloading documents and files.
All of our chalets and premises are non-smoking including the bedrooms, bathrooms, and in the hot tubs, but guests are permitted to smoke on the balconies.
21. Your driving
Please remember that you can stay in shared accommodation with others who are also on their winter vacation (this includes our staff). We reserve the right, in our reasonable opinion, to refuse to accept you as a customer or to continue to deal with you if your behaviour affects or threatens in any way our other customers, or is threatening, disruptive or abusive to our staff (this includes in writing and over the phone)
22. Chalet Staff
Like you, our chalet staff are here to enjoy the snow, and they will look after you to the best of their abilities during your stay with us, but please remember they are not full time professional staff.
Staff in chalets have at least one day off per week. On this day, breakfast and afternoon tea will be laid out for you, but an evening meal will not be served. Our staff will be pleased to make restaurant recommendations and given notice they will also be able to arrange a reservation for you.
23. Lost, property
Whilst we will do everything possible to help you locate your lost property, we cannot guarantee to find it. If (after your departure) we are able to locate your lost property and arrange for its return to you, we will ask that you pay the costs of doing so in advance. Where transit is arranged by us, we cannot be held responsible for loss of or damage to your lost property whilst in transit.
We want you to have the best holiday possible but occasionally, despite our greatest efforts, even the best-laid plans can go wrong. In the unlikely event of something being not to your liking, our wish is to resolve it as quickly and amicably as possible and therefore we ask that you.
Please advise the resort manager at Chalet Chardons about any issue you may have immediately. We have found that problems are most often and most easily resolved on the spot. Failing to notify us immediately may affect your rights under this contract, as we will have been deprived of the opportunity to investigate and rectify your issue at the time of its occurrence.
We do not automatically follow up a report made to us on site, as in most cases these are resolved. However, if you are still dissatisfied, we ask that you write to us within 28 days of your departure date to email@example.com with full details and where necessary evidence of your complaint.
25. Early/Late Season
At the beginning and/or end of the season, some facilities in resort such as lifts, shuttle bus services, saunas, ice rinks, and swimming pools may not be operational, due to many differing factors. Resorts may also be undertaking building works at this time, and often we are not made aware of their start and finish times. Such providers often make decisions on the spot without informing us. However, where we do know of any change of this kind we will do our utmost to let you know as soon as possible.
26. Passports and visas
Your specific passport and visa requirements, and any other immigration requirements, are your responsibility and you should confirm these with the relevant embassies/consulates before travel and possibly before booking. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please bear in mind requirements could change after ‘Brexit’ and during the transition period, it is your responsibility to ensure you have the necessary documentation to fulfil your booking with us.
27. Your safety
The safety and well-being of our guests is of paramount importance to us. All our properties are required to meet local regulations and we continually strive to improve hygiene and safety standards in all our chalets. Please note that even in European countries, regulations may not match those in the UK, which are some of the most stringent in the world. In ski resorts particularly, many buildings are made of timber, often without separate fire escapes. We strongly advise that you and your party familiarise yourself with your accommodation, safety procedures and location of fire extinguishers immediately on arrival.
28. Your Health Requirements
An EHIC (European Health Insurance Card) should be obtained from your local Post Office or by visiting http://www.ehicard.org prior to departure. This will allow you to receive reciprocal UK health benefits in France.
In the event of illness during your holiday it is your responsibility to pay all doctor’s fees, hospital expenses and repatriation expenses and we shall not be liable for any refund, either partial or total, of costs incurred by you. Following Brexit the current reciprocal EHIC scheme may come to an end, meaning that you can no longer use your EHIC card and obtain medically necessary treatment under that card in your destination country. While the existence of the EHIC scheme is not an alternative to obtaining adequate travel insurance, an inability to rely upon it after Brexit may mean that a greater level of travel insurance is required and so you should take this into account when purchasing travel insurance for you and your party.
All guests are reminded that they are required to hold valid winter sports holiday insurance for their stay.
29. Your data protection
We are committed to protecting your privacy. We may disclose details such as your name, contact details, travel preferences and special needs or diets that you have supplied to us in relation to you and your traveling companions to our suppliers for the purposes of providing you with our or their services. Only the information necessary for these purposes will be supplied to them. We do not provide any information or our mailing list to any other company.
Please note that security regulations may require us to provide government agencies access to data you disclose to us.
30. Events out of our control
In circumstances where the performance or prompt performance of our contractual obligations is prevented by strikes, riots, political unrest, hostilities, war, terrorist activity and its consequences or the threat of such activity, the act of any government or other national or local authority, industrial disputes, fire, flood, tornadoes, hurricanes, avalanches, natural or nuclear disasters, epidemics, technical problems with accommodation, transportation problems, airport/port closures, adverse weather conditions or any other event beyond our or our third party suppliers’ immediate control, we will not be liable to you for any loss, damage, costs or expenses incurred by you or your party.
We understand many insurance policies will now exclude Covid-19 related cancellations. We have therefore provided additional ‘flexible’ booking conditions within these Terms & Conditions to cover the situation should you not be able to fulfil your holiday booking in specific circumstances relating to a resurgence of Covid-19. For further details of the exact terms that will apply in a Covid-19 situation, please see clause 11 above.
You are reminded to take out adequate travel insurance to cover such eventualities.
31. Refund Credit Notes Terms
The following terms will apply to any refund credit notes issued by us:
- Refund credit notes will be valid for 24 months from date of issue (referred to below as the validity period).
- The value of the refund credit note will be deducted from the total value of your new booking with us. The remaining balance, if any, must be paid by you as per our normal Terms of Booking applicable at the time your new booking is made as detailed on our website which your new booking will be subject to.
- If there is any credit remaining after the redemption of the refund credit note, this can be used to pay for future bookings, provided these are still within the refund credit note validity period. Using part of the refund credit note will not change the original refund credit note validity period, unless expressly agreed by us in writing.
- Any balance that remains on the refund credit note after the refund credit note validity period has ended will no longer be available for use, unless otherwise agreed by us in writing.
- All refund credit notes are non-refundable.
- Refund credit notes may not be redeemed or transferred for cash at any time.
- We reserve the right to refuse redemption of a refund credit notes and request alternative forms of payment if a refund credit note is fraudulently obtained or used.
We do not make guarantees and/or representations, express or implied, as to the accuracy or validity of the information contained on our website. We also do not make guarantees and/or representations as to the nature or standard or otherwise of the services offered on or through this site. We do not accept responsibility for an indirect or consequential loss of any kind in the contract, misdemeanor or otherwise resulting from:
- Your use or dependence on any content available on or via this site
- any lack of access or delay in access to this site Yes
- performance or non-performance of all services by us.
Our liability for direct loss (except for personal injury or death) will be limited to a maximum of the price of the product or service to which the claim relates. If any of the aforementioned limitations and exclusions, in whole or in part, are found to be illegal, null or void or for any other unworkable reason, this exclusion or part of it is considered to be separable and does not affect the validity or applicability of the other exclusions or parts of it in question.