Terms & Conditions

The following terms and conditions form the basis of your booking  with Ski Famille Ltd. They set out the respective rights and obligations of both Ski Famille Ltd and all clients who travel on a booking made with us (whether directly or through a third party); you should therefore read them carefully. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions and agree to them. Except where otherwise stated, 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 unless otherwise stated. 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 Famille Ltd.

1. Making your booking

Bookings can be made by telephoning us on 01252 365 495. The first named person on the booking (“the party leader”) must be authorised to make the booking on the basis of these booking conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. By making the booking, the party leader confirms that he/she is so authorised. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made. The payments referred to in clause 3 below must also be paid at the time of booking. Once we have received your booking and all appropriate payments, we will, subject to availability, confirm your holiday by issuing a booking confirmation and invoice to the party leader. This confirmation invoice will be sent by email unless you have requested a postal confirmation. The party leader is responsible for ensuring that all addresses (including email) and contact details given to us are correct. The party leader is also responsible for regularly checking emails at the email address given to us. Please check the confirmation letter and invoice and any other document you receive from us carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation letter or invoice or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We do not 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. If you wish to, you may contact us by e-mail for any of the reasons mentioned in these Booking Conditions (for example, to request an amendment) providing you do so to info@skifamille.co.uk.

2. The contract

A binding contract between us comes into existence when we dispatch our booking confirmation and invoice to the party leader. We both agree that English Law (and no other) will apply to this 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.

Under the terms of this contract any monies you pay to us or one of our authorised travel agents for a qualifying package are protected by our Air Travel Operator’s Licence (ATOL number 10863) and ABTOT membership (number 5141). Please note that accommodation only bookings will not be covered by ATOL or ABTOT protection. See also Section 20.

Your contract is with Ski Famille Ltd (company registration number 2099287), with the registered office address at Aissela, 46 High Street, Esher, KT10 9QY. Ski Famille is a trading name of Ski Famille Ltd.


Because our holidays go on sale well in advance of the 2014/15 ski season, not all contracts for accommodation, flights and other travel services will have been finalised at the time of booking. If, when these contracts are finalised, there is any change to your holiday arrangements which we regard as significant, we will notify you of this in accordance with Section 8 of these Booking Conditions.

3. Payment

A deposit of £150 per person must be made at the time of booking. For bookings made within 10 weeks of the date your arrangements are due to commence, full payment is required at the time of booking. The balance of the holiday price must be received by us not less than 10 weeks before the date your arrangements are due to commence. This date will be specified on the confirmation letter/invoice. No reminders will be sent. If all payments are not received in full and on time (including any surcharge where applicable), we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid or due at that date. 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. We reserve the right to charge an administration fee of £75 for all balance payments paid more than five working days after the due date.

You may pay by cheque (UK bank or building society), Sterling banker’s draft, in cash (Sterling) at our offices or by most credit/charge/debit cards. A 2.0% handling fee (3.5% for American Express) will be levied on the balance or any other payments made by credit card. If any cheque is dishonoured, we reserve the right to charge £15 to cover our administration costs.

4. Insurance

It is a condition of booking with Ski Famille Ltd that you are adequately insured for your holiday. Our recommended policy can be accessed via this link http://retail.mpibrokers.com/skifamille and covers all, in our view, that is required for your ski holiday including piste closure.  Your insurance must, as a minimum, provide cover as shown by our recommended policy.  Details of this cover is shown on our website.  No liability will be accepted for anyone travelling without proper insurance.  The policy does not cover non-UK residents.  Insurance policies specify the amounts covered in the event of any loss or damage and most do not cover mobile telephones or laptops and some may have exclusions for certain “extreme” sports.  We suggest you check the limits of cover of your chosen policy.  Ski Famille Ltd take no responsibility for any costs incurred by you for whatever reason, which would have been covered by our recommended travel insurance policy.

5. The cost of your holiday arrangements

We reserve the right to increase or decrease and correct errors in the prices of unsold arrangements at any time before your booking is confirmed. We will advise you of the applicable price at the time of booking, under occupancy charges may apply (see 25-d) if you are not utilising all beds in a room or chalet. The FREE child places and discounts advertised in our brochure and online are strictly limited and can be withdrawn at any time. Free places apply always to the youngest child in that room, and are restricted to one per two full-paying adult guests.

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, in the event of any change 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 any increase in our costs exceeds 2% of the total cost of your holiday (excluding any amendment charges) will we levy a surcharge. If any surcharge is greater than 10% of the cost of your holiday (excluding 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 8 “Changes by us”. 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 8 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 arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your holiday due to contractual and other protection in place. A refund will only be payable if the decrease in our costs exceeds 10% of the total cost of your holiday as set out above. Where a refund is due, we will pay you the full amount of the decrease in our costs. We promise not to levy a surcharge within 60 days of departure. No refund will be payable during this period either.

6. Changes by you

Should you wish to make any changes to your arrangements after they have been confirmed, you must advise us in writing. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where the change can be made you must pay our amendment fee of £10 per person together with all costs or charges incurred or imposed by any supplier before the change can be made. Please note: A change of outward and/or return date of holiday will be treated as cancellation and re-booking. The cancellation charges set out in Clause 7 will apply. Usually you may transfer your booking to someone else introduced by you providing you notify us not less than two weeks before the date your arrangements are due to commence. However to ensure we treat past clients fairly, we often keep a waiting list for places. If a waiting list exists for the week covered by your booking, you will not be able to transfer it to a person of your choice. Instead, the places will be offered to the next person on the list. Where you are able to transfer your booking the above charges must be paid before the transfer can be made. Any overdue balance payment must also be received. Any name changes at the point of departure (i.e. airport or on arrival in resort if making your own travel arrangements) will be charged at £150 per person.

7. Cancellation by you

Should you or any member of your party need to cancel your chosen holiday once it has been confirmed, the party leader must immediately advise us in writing. Cancellation charges will then be payable as set out below. These charges are calculated from the date written notice of the cancellation is received by us and are shown as a percentage of the total price payable (excluding any amendment charges which are non refundable in the event of your cancellation).

Notification

Cancellation charge

70 days or more

Deposit

28-69 days

60%

22-27 days

80%

0-21 days

Departure date

No show

100%

Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. (See clause 4). 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. See clause 6 “Changes by you” if any member(s) of your party are prevented from travelling.

8. Changes by us

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 after you have made full payment where we are forced to do so as a result of circumstances outside our control - see clause 9 below - or lack of minimum numbers. We will not cancel after this date for any other reason. Please note our holidays require a minimum number of participants to enable us to operate them. If the minimum number of bookings required for a particular holiday have not been received, we are entitled to cancel it. We will notify you of cancellation for this reason no less than 4 weeks before the date your arrangements are due to commence. Most changes are minor. Occasionally, we have to make a “significant change”. A significant change is a change made before your arrangements are due to commence 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 your arrangements are due to commence; 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 of 12 or more hours (where transport to and from the UK forms part of your contract with us), a change of UK departure point (where transport to and from the UK forms part of your contract with us) 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 your arrangements are due to commence, 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 or

(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.

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 (see above). 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) or where a change is a minor one.

Period before your scheduled departure is due to commence a major change or cancellation is notified to you or your agent.

Notification

Compensation per person

More than 57 days

Nil

56-29 days

£15

28-15 days

£25

14 days or less

£30

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.

9. Force Majeure

We do not accept liability or pay any compensation where the performance or prompt performance of our contractual obligations under our contract with you is prevented or affected or you otherwise suffer any loss, damage or expense of any nature 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, riots, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

10. 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 not 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: - the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or 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 'force majeure' as defined in clause 9 above.

(3) Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any skiing activity arranged by any other supplier who agrees to provide for you services or facilities we have not specifically arranged. Please also see clause 11 “Excursions, activities and general area information”. In addition, regardless of any wording used by us on our website, in any advertising material 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 holiday maker 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 £25 per person affected unless a lower limitation applies to your claim under this clause or clause 10(6) below. You must ensure you have appropriate travel insurance (see clause 4) to protect your personal belongings. 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 amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under clause 10(6) below. This maximum amount will only be payable where all elements of your holiday have not been delivered to a satisfactory standard 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, 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 concerned would have to pay under the international convention or regulation which applies to the travel arrangements in question (for example, the Athens Convention for international travel by sea and the Berne Convention for international travel by rail). Please note: where a carrier 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 carrier 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 ourselves and our insurers 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 12 below. 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 us and our insurers if we or our insurers want to enforce any rights which are transferred.

11. Lift passes, ski lessons and equipment (Ski Packs)

The Booking Conditions contained in this section, together with the description of the Ski Pack Services and the general information contained in our brochures and on our website form the basis of your agreement with the Ski Pack Service Providers in relation to the purchase of your Ski Pack Services. All information in our brochure and on our website has been provided by the Ski Pack Service Providers and we do not accept any liability for any errors on the part of the Ski Pack Service Providers. All Ski Pack Service Providers have agreed that these Booking Conditions constitute your agreement with the Provider for the purchase of the Ski Pack Service but reserve the right to introduce other conditions or vary these conditions as they may see fit. Where this applies, we will inform you of any additions or variations to these Booking Conditions. The Booking Conditions also set out the basis on which we advertise the Service and handle your booking and more generally how we represent the Ski Pack Service Providers. Please read them carefully as they set out the respective rights and obligations of all concerned.

When we. on behalf of the Ski Pack Service Provider, issue a written confirmation to you this signifies that the Ski Pack Service Provider has entered into a contract with you, which is subject to these Booking Conditions (and any other conditions imposed by the Ski Pack Service Provider) and the Ski Pack Service Provider’s terms and conditions. We will take payment from you on behalf of the Ski Pack Service Provider. The Ski Pack Service Provider has the right to refuse any booking prior to or following the issue of your written confirmation, even if monies have been paid and banked. Where they do so, they will endeavour to offer you an alternative service. Where the alternative is acceptable, the monies you have already paid will then be credited towards the cost.

We will provide your written confirmation either by post or by email, as you have requested. As soon as your confirmation is received, you should check the details carefully. If anything is not correct you must tell us. We reserve the right to charge an amendment fee to administer or correct any error by you or where you fail to notify us of any error within 14 days of receipt.

If the balance is not received by the due date, we on behalf of the Ski Pack Service Providers are entitled to treat your booking as cancelled by you and cancellation charges will be payable in accordance with the typical cancellation fees set out below. Cancellation charges vary depending on the number of days before your arrival date that notification of the cancellation is received by us in writing and are determined by the Ski Pack Service Provider you have booked with. The fees set out below are the typical fees stipulated by the Ski Pack Service Providers:

Notification

Cancellation charge

28-69 days

60%

22-27 days

80%

0-21 days

100%

   
   
   
   

Any variation from the typical fees set out above will be notified to you by the Ski Pack Service Provider.

All prices are correct at the time of publication. In the event that the sterling rate varies adversely against foreign currencies the Ski Pack Service Providers are entitled to increase their sterling prices prior to or at the time of booking and/or to apply a surcharge to your booking after confirmation to compensate them for the fall in the value of sterling. We will notify you of any such increase or surcharge. If any surcharge is greater than 10% of the cost of the booking, the Ski Pack Service Provider agrees that you will be entitled to cancel your ski pack booking with them with a full refund. You will have 7 days from the issue date printed on the surcharge notice to tell us if you want to cancel your booking with the Ski Pack Service Provider. If you do not tell us that you wish to do so within this period of time where applicable, we and the Ski Pack Service Provider are entitled to assume that you will pay the surcharge.

The Ski Pack Service Provider will endeavour to ensure that, once confirmed, your booking is not changed in any significant way or cancelled. However, changes outside the control of the Ski Pack Service Provider occasionally occur and bookings have to be changed or cancelled or errors in brochure or other details corrected. The Ski Pack Service Provider reserves the right to do so. We are not liable for any changes, cancellations or errors made by the Ski Pack Service Provider (including the effect of any change or cancellation of any other services). Where a Ski Pack Service Provider cancels a booking or the Service becomes unavailable for any reason, the Ski Pack Service Provider will where reasonably possible endeavour to offer you an alternative. You will be responsible for meeting the cost of the alternative service but any amounts paid towards the cost of the cancelled booking will be credited to the new booking. Service Providers are entitled to make non significant changes to your booking without having any liability to you.

We take due care and do everything we reasonably can to ensure that the information provided by the Ski Pack Service Provider is accurately and completely conveyed in the brochures, on our website or in other material produced and circulated by us. If we become aware of any changes to any services booked through us, we will always tell you as soon as possible, if we think your holiday is likely to be materially affected. Neither Ski Pack Service Providers nor Ski Famille can accept responsibility for any changes or closures to area amenities or attractions mentioned in the brochure/on our website, by our holiday advisers or advertised elsewhere.

As we act solely as Selling Agent and have no control over any service provided by any Ski Pack Service Provider, we have no liability for the act(s) or omission(s) of any Ski Pack Service Providers or any person(s) used or provided by them or for the Service or for your holiday. If you are not entirely satisfied with the Service, you should contact the Ski Pack Service Provider immediately and attempt to resolve the problem on site during the holiday. This is very important, as it gives the Ski Pack Service Provider the opportunity to understand the nature of your concern, and respond quickly and effectively. Claims that have not been registered with the Ski Pack Service Provider or with us as soon as possible during your holiday cannot be accepted. The Ski Pack Service Provider should be given the opportunity to rectify a situation. Please help the Ski Pack Service Provider to help you by following this procedure. If after that you still feel that the problem has not been resolved to your satisfaction, you should within 14 days of the end of the holiday put comments in writing to us. Where it is not possible to resolve the concern directly with the Ski Pack Service Provider, you should contact our Resort Manager for assistance. If you fail to follow this simple complaints procedure, your right to claim any compensation you may otherwise have been entitled to may be affected or even lost as a result. We will endeavour to assist in resolving any dissatisfaction but do so purely on a goodwill basis and without any responsibility for any complaints or claims.

The Service is provided by persons, firms, companies and other bodies which are wholly independent of us and for whom we act solely as agent. Copies of the Ski Pack Service Provider’s terms and conditions are available on request from the Agent or the Service Provider. Where we act as Agent for the Ski Pack Service Provider, notwithstanding our Agency position, we voluntarily accept all the obligations that flow from the Package Travel Regulations and the ATOL regulations for the purpose of financial protection under this scheme.

The contract between you and the Ski Pack Service Provider and any matter arising out of or in connection with it is governed by the law of the country where the Service is performed. In the event of any dispute or issue arising between you and us in relation to our services, English law will apply and we both agree that a claim may only be brought in the Courts of England and Wales to the exclusion of all other courts.

11a Excursions and activities

We may provide you with information (before departure and/or when you are on holiday) about activities and excursions which are available in the area you are visiting. These services 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. For any excursion or activity booked either before or during your holiday, your contract will be with the provider of the excursion or activity and not with Ski Famille Ltd

12. Complaints

In the event that you have reason to complain whilst on holiday with us, you should immediately notify your Resort Manager. By raising complaints early, they can often be dealt with quickly so the rest of the holiday can continue to your satisfaction. If you are still unhappy after your initial complaint, please ask to talk to the Operations Manager. If you remain dissatisfied the party leader must write to us within 21 days of the end of the holiday giving full details of the complaint. For all complaints and claims which do not involve personal injury, illness or death, we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.

13. Conditions of suppliers

Please note that all services are provided subject to the conditions of the relevant supplier. Some of these conditions may limit or exclude the supplier’s liability to you, usually in accordance with the appropriate international conventions (see clause 10 (6)). Copies of these conditions are available on request.

14. Special requests

If you have a special request, please advise us at the time of booking. 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 in writing by us, all special requests are subject to availability. For your own protection, you should obtain confirmation in writing that a special request can be met (where it is possible to give this) if it is important to you. If you or any member of your party has any medical condition or disability which may affect your holiday or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops after your booking has been confirmed. 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 or the condition / disability develops after booking, cancel when we become aware of these details.

15. Delay

We regret we are not in a position to assist you in the event of delay at your outward or homeward point of departure. Any airline concerned, may, however, provide refreshments or other assistance.

16. Travel and Flights

All flight arrangements are made under our own Air Travel Organiser’s Licence number 10863. When you travel by air, land or on water, the relevant carrier’s Conditions of Carriage will apply to your journey, some of which may limit liability. All land and air travel arrangements, airlines, aircraft types, timings, flights etc and arrival airports are provisional until confirmed with your tickets and may change after this due to circumstances beyond our control. Airlines and/or airports and other such authorities may make decisions resulting in delays, diversions or re-scheduling. Clearly this is not within our control and we cannot accept liability. In severe weather conditions or industrial action, we reserve the right to change airlines/aircraft and make any changes to your travel arrangements, to help us fulfil our obligation to get you to and from the resort or your UK departure airport. Any costs due to delays should be part of your travel delay insurance.  For our flights your luggage allowances for flights is 20 kgs per person.  Skis and boots must be included in your allowance.  See (d) below.

(a) Flights: Pregnant women will be accepted without a medical certificate up to the end of the 27th week of pregnancy. A medical certificate will be required between 28 and 34 weeks of pregnancy. This must confirm the expected date of delivery and confirm fitness to fly. Expectant mothers will not be accepted after 34th week of pregnancy. In the case of a multiple pregnancy the pregnancy should not be beyond the 32nd week at the time of the return inbound flight. Children under 2 years of age on the return date of travel must sit on a parent’s lap and are not entitled to a luggage allowance or catering. Civil Aviation Authority regulations are as follows “A child of 2 years or older on date of return travel must have its own air seat, and will otherwise be denied boarding by the airline”. Such a child must be booked and priced for the holiday.

(b) Seating families together cannot be guaranteed in all cases, particularly if you arrive later than confirmed by us, although check-in staff will do their very best. Our flights are operated on a ‘Buy-on-Board’ basis for snacks and drinks, but we cannot guarantee that this service will always be available.

(b) If your require a seat on your flight for an infant (i.e. under 2 on the date of return travel) you will be charged the appropriate rate for a 2-4 year old.

(d) Delays and Diversions/Flight Changes: If there is a delay which is within the control of the airline for example, a mechanical or technical fault you should contact the airline who should be able to assist with refreshments. If the flight is delayed due to reasons such as weather conditions (either in the UK or overseas), industrial action, natural disasters, closure or congestion of airports, etc we regret that neither we nor the airline will be liable to provide meals, refreshments or overnight accommodation. This cost should be covered by your travel insurance. See clause 4.  Ski Famille and airlines do not offer compensation for inconvenience or loss of holiday time caused by flight delays, flight diversions or curtailment regardless of how caused. Similarly it is not possible to obtain refunds for any unused accommodation or facilities or for losses, costs and expenses of other travel/accommodation arrangements outside of the package resulting from flight changes, delays or diversions, which should be claimed on your own insurance policy. Very rarely we may be forced by, for example, adverse weather conditions or road closures (not necessarily in your chosen resort) to make alternative arrangements for your outward and/or return journey.

e) Carriage of skis/snowboards: Ski boots are carried as part of your luggage allowance. For carriage of skis [and snowboards], please advise us at the time of booking your holiday if you need ski/snowboard carriage and the number of pairs of skis and snowboards you plan to carry. Pre-booked skis/snowboard carriage is £19 return per pair of skis however prices may change, the current price to be advised at the time of booking. Carriage of skis/snowboards at check-in at the airport without being shown as pre-booked on your confirmation invoice will not be guaranteed and, if carried, will carry a charge of £30 return per skis/snowboard and this is payable at the airport in cash before check-in. No liability is accepted by Ski Famille Ltd if you do not pre-book ski/snowboard carriage and the airline is unable to carry your equipment.

(f) Transfers: Please see our brochure or website for transfer times. These are approximate and do not include refreshment/toilet stops. The transfer times may be affected by weather, traffic and road conditions as well as delays during school holidays.  Some roads may be closed due to snow, ice, road works and/or for the risk of avalanches. We ask for your understanding if we need to alter the timings of your homeward transfer to enable extra time to get to the airport if we become aware of heavy snow forecasts and/or increased holiday traffic. Many coaches do have WCs, however they are not always available for use, for a variety of reasons. European coaches do not always have fitted seatbelts. On coaches infants under the age of 2 years on the return date of travel must sit on a parent’s lap. Coach companies will wherever possible try to drop you off directly outside your accommodation, but there may be times where, due to adverse weather conditions or circumstances beyond our control, this may not always be possible. We cannot accept liability for this and no compensation will be offered as a result of your having to walk some distance to your accommodation. At times there may be a wait for other flights to join your transfer to resort, and transfers may sometimes involve a change of vehicle en route. Your return transfer coach may also have guests from more than one flight and this may affect your departure time from resort. In the event of a flight diversion to an outbound flight for whatever reason, Ski Famille Ltd will endeavour to arrange coaches and staff to be at the alternative airport to meet you, but this cannot be guaranteed at short notice and we ask for your patience and understanding. If a diversion causes a delay at the arrival airport and/or a longer than advertised transfer to resort no liability will be accepted.  Please note you are responsible for taking your luggage on and off the coaches at all times.  If our staff help you in any way out of good faith you will still be responsible for your luggage at all times

(g) Independent Travel: You should plan to arrive at your accommodation after 2pm on arrival day and to leave by 10am on your day of departure. Parking spaces for self-drive guests are limited if any Public parking in resort is always subject to availability and will normally incur a charge which you pay locally. If arranging your own flights it will not be possible to join our transfer coaches. You should be aware that it can be extremely expensive to arrange transfers by taxi from your arrival airport to the resort. A reduction of £50 per adult will be offered for making your own travel arrangements.

17. 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 (reasonably estimated if not precisely known) must be made direct to the accommodation owner or manager or other supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises. We expect all guests of Ski Famille Ltd to have consideration for other people. If in our opinion or in the reasonable opinion of any other person in authority you or any member of your party behave in such a way as to cause or to be likely to cause distress, danger or annoyance to any third party (including other guests and staff) or damage to property, we reserve the right to terminate the holiday of the person concerned without notice. In this situation, our responsibilities towards that person (including any return transport arrangements) will immediately cease and we will not be responsible for meeting any costs or expenses they may incur as a result. We will not make any refunds or pay any compensation to the individual involved or to members of his/her party or associates wishing to curtail their holiday as a result.

18. Passport, visa and health requirements

British Citizens require a full ten year (five years for children) British passport for the holidays we offer. Details of the visa and health requirements for our holidays applicable to British citizens are shown under the ‘Useful Information’ section on our website. If you or any member of your party is not a British citizen or holds a non British passport you must consult the relevant Embassy or Consulate for the passport and visa requirements applicable to you/that member of your party. A full British passport presently takes approximately 2 to 6 weeks to obtain. If you or any member of your party is 16 or over and hasn’t yet got a passport, our recommendation is that you should apply for one at least 6 weeks before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to do this. Requirements may change and you should check the up-to-date position with the Passport Office/relevant Consulate/Embassy in good time before departure. It is your responsibility to ensure you are aware of all recommended vaccinations and health precautions in good time before departure. Information on health is contained in the Department of Health leaflet T7 (Health Advice for Travellers) available from the Department of Health by telephone on 0870 1555455 or via its website www.dh.gov.uk and from most Post Offices. For holidays in the EU / EEA you should obtain an EHIC (European Health Insurance Card) prior to departure from the Department of Health (see leaflet T7 and the website www.dh.gov.uk). Health requirements and recommendations may change and you must check the up to date position in good time before departure. It is the party leader’s responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

19. Foreign office advice

The Foreign and Commonwealth Office publishes regularly updated travel information on its websitehttps://www.gov.uk/knowbeforeyougo which you are recommended to consult before booking and in good time before departure.

20. Financial Protection

a) Flight inclusive packages: When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate, or a suitable alternative. In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative, at no extra cost to you. You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme, or your credit card issuer where applicable.
If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from us and for your repatriation in the event of our insolvency. We provide this security by way of an ATOL (number 10863) administered by the Civil Aviation Authority and a bond held by ABTOT (number 5141) for packages that do not include flights.

b) Packages without flights: As a member of the Association of Bonded Travel Organisers Trust Limited (ABTOT), Ski Famille Ltd has provided a bond to meet the requirements of the Package Travel, Package Holidays and Package Tours Regulations 1992.
In the event of Ski Famille Ltd’s insolvency, protection is provided for non-flight packages commencing in and returning to the UK and other non-flight packages excluding pre arranged travel to and from your destination.  Please note that packages booked outside the UK are only protected when purchased directly with Ski Famille.
In the above circumstances, if you have not yet travelled you may claim a refund, or if you have already travelled, you may claim repatriation to the starting point of your non-flight package.

21. Brochure/Website / advertising material accuracy

The information contained in our brochure and on our website and in our other advertising material is believed correct to the best of our knowledge at the time of printing or publication. However, errors may occasionally occur and information may subsequently change. You must therefore ensure you check all details of your chosen holiday (including the price) with us at the time of booking.

22. Safety standards

Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and may sometimes be lower.

23. Availability of advertised facilities

We are unable to accept responsibility for facilities outside our control, in any circumstances for example hot tubs may occasionally be out of service due to issues beyond our control, such as weekly servicing.  We will not be liable for any compensation for loss of any such facility beyond our control.

(a) Wifi: We offer wifi free of charge in our chalets however where there is a fault or technical issue no compensation will be paid.  Wifi may only be available in the main areas and not in bedrooms etc.  Your laptop or any equipment is your own responsibility at all times and must be covered on your own insurance; we accept no such liability for such equipment.

24. Resort Building Work

If we are made aware of any building works taking place that we feel will affect your enjoyment we will of course do out best to inform you.  Obviously noise in built up areas is a fact of life now and we cannot be responsible for any noise in and around your chalet which is completely outside our control.

25. Chalets

(a) Catering: Breakfast is available from 7.45 - 9.30 am and typically includes fruit juice, cereals, bread, croissants, jam etc, tea and coffee (milk will be UHT). Afternoon tea is usually cake, tea and coffee. Evening meals are served at approximately 8pm 6 nights a week (allowing one night off for staff). This will include an aperitif, 3-course meal, coffee and complimentary wine served at approximately 8pm. Children are served high tea at around 5.30pm.  Please note adult dinner is an adult evening meal and children under 13 are not allowed at the dinner table.

(b) Special Diets or Meals: Vegetarian meals can be served however this must be reserved at the time of booking and not later than four weeks before departure.  Other special diets, gluten, diary, wheat free can be provided – again this must be confirmed to us at the time of booking at a charge of £29 per person.  All such dietary requirements or allergies must be confirmed at the time of booking or in writing not later than four weeks before departure.  We need to confirm we will do all we can to help with special diets however we cannot be responsible for any issues arising from such diets.

(c) Extreme Food Allergy: We are unable to accept any responsibility for extreme allergies within a chalet environment or on your holiday in general.

(d) Exclusive Use/Under Occupying a Chalet: Should you wish to occupy a complete chalet for your family or group without filling all the beds (for example the chalet sleeps 12 and you only have 10 guests) there will be an under occupancy charge of £400 per bed in Traditional Chalets and £475 per bed in Select Chalets.  Infants in cots do not count towards occupancy levels.  If there is a cancellation within your group and you cannot fill the space no refund will be given.

(e) Suitable Chalet Footwear: With the constant movement in and out of chalets please bring slippers for all the family leaving snowy/wet boots in the boot room.

(d) Balconies: We do not guarantee a specific view or aspect when advertising balconies even if a supplement is paid.  The balconies will be shared or private.

(e) Staff/Cleaning/Hygiene: All our staff are trained in cleaning and hygiene during our intensive training course.  Our catering staff are also trained in the same way.  Our managers regularly check the cleanliness and hygiene of each chalet.  If you are not happy please advise your Resort Manager immediately.

(f) No Smoking Zone: We adopt a strict no smoking policy in and around our chalets.

(g) TV’s/DVD’s: All our chalets offer TV’s and DVD players (not Sky) so please bring your own DVD’s. If TV’s/DVD’s become inoperable during your stay we cannot always obtain replacements.  Therefore no guarantee is offered for this service and no compensation will be payable.

(h) Security: Our chalets do not have safes for guest’s valuables and generally chalets are not locked during the day or at night.  It is also often the case bedrooms do not have locks on them.  We cannot be held responsible for any damage, loss or theft for any valuables or item in the chalet.  All your personal items are your responsibility.

26. Children's Information

(a) All child care and ski lessons must be booked at the time of your original reservation.  Adding later may mean child care or ski lessons are unavailable particularly in high season i.e. Christmas, New Year, Half Term and Easter.  Any child care arranged locally will be charged accordingly and will be higher than booking in advance in the UK.  The ages you give to us should always be based on the actual age on or during the holiday you have booked.  For example a child who has his or her 2ndbirthday during the holiday requires a flight and coach seat and will be charged accordingly.  Please note no refunds will be made should you not use any of the child care.  If there are any medical conditions relevant to your child or they need medication you must advise us at the time of booking.  We accept no responsibility for any child with a pre-holiday condition and reserve the right to refuse the booking.  Please note your children are your responsibility at all times except in our specific child care or ski lessons.

(b) Nannies/Nursery: All in your own chalet.  All of our nannies have professional qualifications and are assisted by staff with child care experience.  The number of children is strictly limited.  We do not encourage or accept parents, family members or friends being involved with ad hoc supervision due to various regulatory factors.

(c) Children’s Ski Lessons/Clubs: We will take children to and from ski lessons and include lunch if required.  Suitable ski clothing, ski jacket and ski trousers, goggles, gloves, hat and après boots are required to attend such lessons.

27. Snow Conditions

All our resorts are selected due to a very good snow record and or have access to a larger, higher ski area. Obviously we cannot guarantee snow or piste/lifts closure however combined with our recommended ski insurance which includes piste closure cover due to lack of snow (see clause 4) we believe this gives some peace of mind.  Clearly snow conditions change rapidly and will not be accepted as a valid reason to cancel your booking with us.  However if snow conditions are poor and the ski school and/or ski lift company decide you are unable to ski we will help to transport you to another ski area and your insurance will need to cover any extra costs you may incur.