Catered Chalets and Self Catered Ski Holidays
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Booking Conditions

The following Booking Conditions together with the General Information contained in our brochure or on our website apply to your booking with Time of Your Life Travel Limited (trading as Ski Amis and Active Alpine Holidays) (whose registered office is at Unit 2 Conqueror Court, Watermark, SITTINGBOURNE, Kent, ME10 5BH).  Please read them carefully as they set out our respective rights and obligations.

 

In these Booking Conditions, "you" and "your" means all persons named on the booking (including anyone who is added or substituted at a later date).  “We", "us" and "our" means Time of Your Life Travel Limited (trading as Ski Amis and Active Alpine Holidays). Please read them carefully as they set out our respective rights and obligations.

 

By making a booking, the first named person on the booking (“the party leader”) agrees on behalf of all persons detailed on the booking that:

 

a.            he/she has read these Booking Conditions and has the authority to and does agree to be bound by them;

b.            he/she consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);

c.            he/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; and

d.            he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

 

PLEASE NOTE: We act in the following capacities: as a Principal in the sale of single service bookings (such as catered chalet or self-catered chalet only bookings); as a Package Organiser in the sale of Package Holidays (see clause 26); and as an Agent on behalf of the suppliers of extras to help you to arrange individual products (such as self-catered apartments, transfers, channel crossings, rail tickets, catering services, ski school, equipment rental, lift passes, airport parking and car rental).

 

Our obligations to you may vary depending upon which arrangements you book with us and the capacity in which we sell. We have tried to set them out below as clearly as possible.

              Section A contains the conditions which will apply to all bookings and should be read in conjunction with the relevant Section(s) below.

              Section B applies to Principal, single service bookings.

              Section C applies to Package Holiday bookings (see clause 26).

              Section D applies to Agency bookings.

 

Please note - we do not accept bookings for or otherwise provide flight arrangements.

 

SECTION A:

APPLICABLE TO ALL BOOKINGS

 

This Section A applies to all bookings that you make with us and should be read in conjunction with the relevant additional Section(s), below.

 

1.             Making a Booking With Us

Bookings can be made by telephone on +44 (0)20 3411 5439, or via our website www.skiamis.com. The party leader is responsible, on behalf of all persons named on the booking, for all matters relating to the booking including payments.

 

Once we have received your booking and all appropriate payments (see clause 2 below), we will, subject to availability, confirm your booking by issuing a confirmation invoice to the party leader by email. A binding contract between us (where we act as Principal or Package Organiser) or between you and the supplier in question (where we act as Agent) comes into existence only when all payments have been received and we have dispatched a confirmation and invoice either on behalf of ourselves (where we act as Principal or Package Organiser) or the supplier in question (where we act as Agent) to the party leader.

 

Please check this invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 10 days of our sending it out (5 days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing  so. The only exception to this requirement to meet costs is where the mistake in question was made by us and there is good reason why you did not tell us about it within these time limits.

 

2.             Payments and Pricing Applicable To All Bookings

For Principal single service bookings and Package Holiday bookings, in order to confirm your chosen booking, you must pay the following amounts:

 

              a deposit of £100 per bed where your booking contains a catered chalet; or

              30% of the total cost of your booking in the case of self-catered chalets or apartments; or

              full payment if booking within 10 weeks of departure.

 

Alternative payment terms and conditions may be in force for specific special offers (including Discounts (see clause 3) or other promotions applicable to your booking - if such terms and conditions (such as early payment discounts) apply to your booking you will be notified in writing.

 

For Agency bookings, in order to confirm your chosen booking, full payment is due by the day before your arrival, unless (exceptionally) an agreement to pay in cash on arrival has been made by us in writing, or we have agreed otherwise with you in writing such as in the case of self-catered apartments, as set out in clause 37.

 

For all bookings, the party leader is responsible for all payments due to us for the reservation. All payments must be made by credit or debit card, or bank transfer in the currency of the invoice. We are unable to accept payment by cheque without prior arrangements and multiple card payments (for example separate payments for each party member) will only be accepted by prior arrangement with us. For online bookings, and bookings less than two weeks before the departure date, payments must be made by credit or debit card only. Full payment of the balance invoice is due no less than 10 weeks  prior  to the commencement of the booking and earlier payment dates may be applicable for certain discount schemes.

 

If payment is not received by the due date:

 

              where we are acting as the Principal your booking may be cancelled you will be subject to our cancellation charges which are shown in Section B below;

              where we are acting as Package Organiser, your booking may be cancelled you will be subject to our cancellation charges which are shown in Section C below;

              where we are acting as an Agent we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their terms and conditions and you will be subject to our administration fee set out in Section D below.

 

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

 

All payments must be made in the currency stated on your invoice. This is normally sterling but may be euros if you request this to us at the time of booking. Currencies cannot be changed after the booking has been confirmed. All bookings for services in resort such as ski passes, lessons or equipment rental are only priced in euros and can only be paid in euros by debit or credit card.

 

3.             Discounts Applicable to All Bookings

Where a group discount is offered, the party leader must make the group’s reservation on one booking.

 

Where accommodation is part of your booking, the group must also be prepared to share rooms where necessary to maximise the capacity of the accommodation. Where child prices are offered, they apply only where children are occupying bunk rooms or designated child beds – child occupancy of other rooms or beds will incur the full adult price unless otherwise agreed in writing. All children aged 12 years of age or under in catered chalets are provided with a child menu unless otherwise requested at least one week in advance of the start of your stay– such upgrade will be subject to a surcharge when a child price has been paid for the room.

 

Where early payment or early booking discounts are applied to a booking, the payments must be received according to the terms and conditions of the discount scheme. In the event that payments are not received by the due date, the discount will automatically be removed from the booking.

 

Please Note: in order to qualify for any discounts which we offer from time to time on booking arrangements, you must purchase lift passes with us alongside a booking of catered or self-catered accommodation. If lift passes are not included in your booking with us, the full advertised discount will not apply and a supplement of £50 per person will be added to your booking.  If certain members of your party do not intend to ski during your stay, please contact us and we can discuss waiving this requirement in relation to those individuals only.

 

4.             Insurance Applicable to All Bookings

You must be adequately insured for winter sports and must confirm to us that you have such insurance in place. If you already have travel insurance, please read your policy details carefully and ensure you have a copy with you during your stay.

 

If you do not already have a travel insurance policy, it is a condition of booking that you and your party obtain suitable insurance from a reputable provider, which must at least include the following: -

 

              Emergency Medical Expenses including, amongst other costs; ambulance charges and repatriation

              Cancellation of your trip or Curtailment cutting short your trip

              Personal Liability to include, amongst other liabilities; damage caused by your (or your party’s) negligence to the property in which you are staying and may not include a clause which restricts actions being taken against a travelling companion other than family and must include contractual liability of the party leader for the actions of his party

              Travel and transfer delays which must include amongst other costs; additional costs incurred in the event of a delay

              The policy must include the activities you are likely to do and in particular skiing and snowboarding on and off piste with or without a guide

              The policy must cover the period from the date of booking to the last day of your trip and may not have a clause allowing the insurer to cancel the policy nor vary the terms usually following medical reasons unless there has been individual underwriting with specific terms. 

 

There are of course other sections to a Travel Insurance policy such as Baggage and Ski Equipment, Legal Expenses, Personal Accident which you may consider it is appropriate for you to purchase and it is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.  It is also your responsibility to deal with any claims on your insurance during and after your stay.

     

In the event that you fail to obtain suitable Travel Insurance we shall not be liable for any costs incurred or claims made against us due to your failure to comply with this term.

 

The policy posted on our website is available from MPI Brokers and satisfies these conditions – you can find full details at https://retail.mpibrokers.com/skiamis#/start

We do not provide any advice as to the suitability of any particular policy or check alternative insurance policies.

 

5.             Brochure/Website Accuracy Applicable to All Bookings

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

 

6.             Passports, Visas and Health Requirements Applicable to All Bookings

British or European citizens require a full passport or valid travel document for the holidays we offer. Requirements may change and you must check the up to date position in good time before departure. For UK citizens, information  on health is contained in the Department of Health leaflet T6 (Health Advice for Travellers) available from your local Department of Health office and most Post Offices and you should, where necessary, obtain a European Health Insurance Card (EHIC) (details in leaflet T6 referred to above) prior to departure. Where EHIC ceases to be suitable insurance, alternative appropriate medical cover / insurance is required. For citizens of other countries, you should check requirements locally before departure.

 

It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure – including ensuring their validity extends beyond the end date of your holiday. 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 correct documentation. If you or any member of your party is not a British citizen or holds a non EU passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. 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.

 

7.             Advance Passenger Information

Where relevant to your booking, a number of Governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft to the Authorities before the aircraft leaves the UK. The data will be collected either at the airport when you check in or in some circumstances when, or after you make your booking. Accordingly, you are advised to allow extra time to check in for your flight. Where we collect this data, we will treat it in accordance with our privacy policy.

 

8.             Foreign Office Advice

You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure (see clause 11).

 

9.             Client Responsibility and Behaviour Applicable to All Bookings

Any loss or damage caused by you or any members of your party to property belonging to Time of Your Life Travel Limited (trading as Ski Amis and Active Alpine Holidays), it’s agents, suppliers or staff, must be paid for in full by you. You are responsible at all times for the safety of your personal baggage, documents and all ski equipment including rental equipment. We reserve the right, at our discretion, to terminate without notice and liability the arrangements of any person whose behaviour is such that it is causes offence to our staff or other guests, is likely to disrupt the enjoyment of others on holiday or booked on the same arrangements, or cause damage to property or any third party. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination

 

10.          General Information Applicable to All Bookings

Pets are not accepted in any of the accommodation offered by Time of Your Life Travel Limited (trading as Ski Amis and Active Alpine Holidays) (other than where specifically mentioned in some of the self catered properties).

 

For fire safety and legal reasons, there is a no smoking policy in all of our catered chalets and most of the self-catered apartments. Clients may only smoke on external balconies and terraces. We reserve the right to consider any guest failing to comply with this policy as “likely to cause damage to property” and take the steps outlined in clause 9 accordingly.

 

Where sauna and/or jacuzzi facilities are provided in any of the accommodation, or other similar services, the use of the same is at the client’s own risk. Clients are required to read and abide by the safety notices posted in the accommodation regarding the use of these facilities, including the opening times when these facilities will be available. Where such facilities are provided, we or the supplier in question will do our utmost to ensure that they are in full working order throughout your stay. However, we cannot accept claims for any unforeseen breakdown or mechanical failure which might prevent such facilities being operational. We further reserve the right to close such facilities, without notice and without compensation, if the rules and safety notices relating to their use are not followed by clients, particularly where we consider there to be any sort of safety risk.

 

Where any of our accommodation are advertised as including Wi-Fi or other internet access we can provide no assurances or guarantees as to the reliability or availability of this internet access. Internet connections are prone to regular service drops (be it a complete loss of connection or slow speeds) in ski resorts and we can accept no liability for any poor quality or loss of internet access that you experience during your stay.

 

11.          Force Majeure

Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage or loss as 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 but are not limited to, war or threat of war, riot, civil strife, actual or threatened terrorist activity, epidemic, pandemic (including the ongoing effects of Covid-19) or any significant risk to human health such as the outbreak of serious disease at the destination, chemical or biological disasters, acts of God, flood, drought, earthquake, any law, guidance or advice issues or any other action taken by a government (local or national), industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

 

12.          Conditions of Suppliers Applicable to All Bookings

Many of the services which make up your booking arrangements are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions (see clause 32(b)(iii)). Copies of the relevant parts of these supplier terms and conditions are available on request from ourselves or the supplier concerned.

 

13.          Special Requests and Medical Problems Applicable to All Bookings

If you have any special request (including dietary requirements in catered chalets), you must advise us in writing at the time of booking. Although we will endeavour to fulfil any reasonable request, we regret we cannot make any guarantees unless this has been specifically confirmed to you in writing.

 

Special requests and dietary requirements cannot be accommodated unless they have been advised to us in advance. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.

 

In certain circumstances you may also be required to pay a small supplement to your booked arrangements cost in order to cater for certain dietary requirements. This excess is simply to cover the increased cost to us of providing different food ingredients and, where such a charge applies, you will be advised at the point that you inform us of your requirements.

 

We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as "standard" bookings subject to the above provisions on special requests.

 

If you or any member of your party has any medical problem or disability which may affect your stay, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

 

14.          Excursions, Activities and Brochure /Website Information Applicable to All Bookings

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

 

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

 

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

 

15.          Safety Standards Applicable to All Bookings

Please note, it is the requirements and standards of the country in which any services which make up your booked arrangements 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.

 

16.          Privacy Policy Applicable to All Bookings

Information you provide to us during the booking process will remain within our organisation and will be used only for the purposes of providing the holiday you have requested. We never provide your details to any third party organisation, except where necessary to suppliers who are involved in the provision of your booked arrangements. Your name and email address will be used only for the purposes of keeping you updated about our services and offers and for communication in connection with your booked arrangements – if you wish to be removed from this mailing list, you may request us to do so at any time using the unsubscribe link included in all automated emails. Unsubscribing from automated email newsletters will not affect the necessary communications in relation to your holiday. Credit and debit card information is held electronically only with the secure systems of the card processing organisation and not within our internal systems in any circumstances.  For full details of our Privacy Policy, please visit our website  https://www.skiamis.com/privacypolicy.htm

 

17.          17.  Law and Jurisdiction Applicable to All Bookings

These Booking Conditions are governed by English Law. We both agree that any dispute, claim or other matter which arises out of or in connection with these Booking Conditions or your Package booking will be dealt with by arbitration as referred to in clause 33  (if we feel this is appropriate and the scheme is available for the claim in question) or, for all bookings, by the courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings may be brought in the Courts of your home country. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract governed by the law of Scotland/Northern Ireland as applicable.

 

SECTION B:

PRINCIPAL BOOKINGS (SINGLE SERVICES)

 

This Section B applies to all single service bookings that you make where we are the Principal to your contract, i.e. where we are providing the arrangements ourselves (typically, this will be where you book catered or self-catered accommodation or transfers with us).

 

Please read this Section in conjunction with Section A of these Booking Conditions.

 

18.          Payments and Pricing Applicable to Single Service Bookings

We reserve the right to amend the pricing of unsold single services at any time and in the event your single service is advertised later at a lower price, this cannot be applied retrospectively to your booking.  We reserve the right to correct errors in the pricing of confirmed single services.

 

19.          Cutting your booking short

If you are forced to return home early, we cannot refund the cost of any single service arrangements you have not used. If you cut short your travel and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we are unable to offer you any refund for that part of your travel not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that nay claim is made directly with them.

 

20.          Changes to Single Service Bookings by you

If you wish to change any part of your single service booking after our confirmation invoice has been issued, the party leader must immediately advise us in writing. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to an amendment fee of £20 per person per change, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change. You should be aware that costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you (please see clause 21). Note: certain single service arrangements may not be changeable after confirmation and any alteration may result in a cancellation charge of 100%.

 

21.          Cancellation of Single Service Bookings Before Departure

If you wish to cancel all or part of your single service booking after it has been confirmed, we must be notified in writing by the party leader. We will acknowledge your cancellation with 2 days of receipt. Please contact us immediately if you have not received an acknowledgment within that time. Cancellation charges will be applied at the date of receipt of the cancellation by us. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges.  Amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.

 

More than 10 weeks before departure           Loss of deposit

6-10 weeks of departure date:                       50% of total cost

2-6 weeks of departure date:              75% of total cost

2 weeks or less of departure date:      100% of total cost

 

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. Claims must be made directly to the insurance company concerned - we will provide you with a cancellation invoice to show the charges which have been applied. 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. This may sometimes include the application of a single or other under-occupancy supplement for a room.

 

22.          Cancellation and Changes to Single Service Booking by Us

We start planning the travel arrangements we offer many months in advance. We may in exceptional circumstance be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation. Very rarely, we may be forced by force majeure (see clause 11) to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay compensation or meet any costs or expenses you incur as a result.

 

23.          Our Responsibilities to You Where You Have made a Single Service Booking

Subject to the remainder of this clause, we have a duty to provide the services you have booked with reasonable skill and care. We have no liability to you in except in cases where it is provided that we have breached that duty and damage to you has been caused. 

(1)           We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

(a)          the act(s) and/or omission(s) of the person(s) affected; or

(b)          the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or

(c)          unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or

(d)          an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.

 

(2)          We limit the amount of compensation we may have to pay you if we are found liable under this clause:

(a)          loss of and/or damage to any luggage or personal possessions and money,

The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.

(b)          Claims not falling under (a) above and which don’t involve injury, illness or death

The maximum amount we will have to pay you in respect of these claims is twice the price paid by you in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your booking.

 

It is a condition of our acceptance of liability that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these booking conditions. Where any payment is made, the person(s) availability (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

 

Please note: we cannot accept liability for any damage, loss of expense or other sum of any description: (a) 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: (b) relate to any business: or (c) indirect or consequential loss such as loss of anticipated savings and loss of profits.

 

We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example, any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

 

Nothing in this clause 23 or these booking conditions limits any liability which cannot be excluded or limited under applicable law including liability for fraud or misrepresentation or for any death or personal injury suffered by our, our employees or our suppliers negligence.

 

24.          Complaints and Problems (Single Service Bookings)

Where we are acting as Principal (in the sale of a single service booking, e.g. accommodation only), in the unlikely event of any problem occurring during your arrangements which is not satisfactorily resolved by the chalet/apartment host or local resort manager, a complaint must be made immediately during your arrangements by email to customerservice@skiamis.com.  In the event of an emergency, you should call the emergency number on the chalet/apartment noticeboard or our resort office on +44 203 603 7512.

 

If it has not been dealt with during your stay, the complaint should be confirmed in full within 14 days of the end of your stay to the same email address. We will acknowledge receipt of your email and will aim to provide you with our response within 14 days. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.

 

25.          Delays, Missed Transport Arrangements and Prompt Assistance Applicable to Single Service Bookings

We regret we are not in a position to offer you any assistance in the event of delay at your outward or homeward point of departure. Any airline concerned may however provide refreshments. We cannot accept liability for any delay which is due to the reasons set out in clause 11 of these booking conditions (which includes the behaviour of any passenger(s) who fails to check in or board on time.

 

SECTION C:

PACKAGE HOLIDAY BOOKINGS

This Section C applies to all bookings that you make where we are the Package Organiser in the sale of a Package Holiday.

 

Please read this Section in conjunction with Section A of these Booking Conditions.

 

26.          What are Package Holidays?

Where your booking is for a Package Holiday that we have created, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”).

 

A “Package Holiday” exists if you book a combination of two or the following separate travel services:

 

a.    transfers;

b.    accommodation;

c.    rental of cars, motor vehicles or motorcycles (in certain circumstances);

d.    any other tourist service not intrinsically part of one of the above travel services;

 

provided that those separate travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are offered, sold or charged at an inclusive or total price.

 

27.          Payments and Pricing Applicable to Package Holidays

We reserve the right to amend the pricing of unsold Package Holidays at any time and in the event your Package Holiday is advertised later at a lower price, this cannot be applied retrospectively to your booking.  We reserve the right to correct errors in the pricing of confirmed Package Holidays including extras.

 

28.          Unavoidable and Extraordinary Circumstances Applicable to Package Holidays

Except where otherwise expressly stated in these Booking Conditions, we regret that neither we nor the supplier in question can accept liability or pay any compensation if our contractual obligations to you are affected by “Unavoidable and Extraordinary Circumstances”.  For the purposes of these Booking Conditions, Unavoidable and Extraordinary Circumstances means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination, epidemics or pandemics (including but not limited to the ongoing effects of Covid-19 or any new strain of the coronavirus)  or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, industrial dispute, natural or nuclear disaster, adverse weather conditions (including snow conditions), traffic conditions, fire, avalanche and all similar events outside our or the supplier’s control.

 

29.          Cancellation, Changes and Transfers of Package Holidays by You

Should you wish to make any alterations to your confirmed Package Holiday booking, you must notify us as soon as possible in writing. We will endeavour to accommodate your request but this may not always be possible. Where it is possible, we will charge you an amendment fee of £20 per person per change plus any costs incurred by us or charges or costs incurred or imposed by our suppliers.  If the alteration is within 10 weeks of departure, we reserve the right to treat it as a cancellation, in which case the cancellation charges set out below will apply.

 

Transfers of Package Holidays

If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:

 

a.    that person is introduced by you and satisfies all the conditions applicable to the Package Holiday;

b.    we are notified not less than 7 days before departure;

c.    you pay any outstanding balance payment, an amendment fee of £20 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and

d.    the transferee agrees to these Booking Conditions and all other terms of the contract between us.

 

You and the transferee remain jointly and severally liable for payment of all sums.  If you are unable to find a replacement, cancellation charges as set out below will apply in order to cover our estimated costs.  Otherwise, no refunds will be given for passengers not travelling or for unused services.

 

Cancellation of Package Holidays Before Departure

If you wish to cancel all or part of your Package Holiday Booking after it has been confirmed, we must be notified in writing by the party leader. We will acknowledge your cancellation with 2 days of receipt. Please contact us immediately if you have not received an acknowledgment within that time. Cancellation charges will be applied at the date of receipt of the cancellation by us. Where the cancellation charges are shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges.  Amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.

 

More than 10 weeks before departure           Loss of deposit

6-10 weeks of departure date:                       50% of total cost

2-6 weeks of departure date:                          75% of total cost

2 weeks or less of departure date:                  100% of total cost

 

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. Claims must be made directly to the insurance company concerned - we will provide you with a cancellation invoice to show the charges which have been applied. 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. This may sometimes include the application of a single or other under-occupancy supplement for a room.

 

Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.

 

Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.

 

30.          Cancellation of Package Holidays by You due to Unavoidable and Extraordinary Circumstances

You have the right to cancel your confirmed Package Holiday before departure without paying a cancellation charge in the event of “Unavoidable and Extraordinary Circumstances” (see clause 28) occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination.  In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation.  Please note that your right to cancel in these circumstances will only apply where the Foreign Commonwealth and Development Office advises against travel to your destination or its immediate vicinity.

 

31.          Cancellation and Changes to Package Holidays by Us

We start planning the Package Holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in brochure and/or website and/or other details both before and after bookings have been confirmed and it may sometimes be necessary to cancel confirmed bookings. Whilst we make every effort to ensure this does not happen, sometimes it is unavoidable and we will ensure the party leader is informed as soon as possible.

 

In most cases these changes are insignificant and while we will do our best to notify you of any changes as soon as reasonably possible if there is time before your departure, we will have no other liability to you. Examples of “insignificant changes” include the following when made before departure:

 

              A change of outward departure time or overall length of your holiday of twelve hours or less.

              A change of accommodation to another of the same standard or classification.

 

Occasionally, we may have to make a "significant change". A significant change is a change made before departure which, taking account of the information you give us at the time of booking and which we can reasonably be expected to know as a tour operator, we can reasonably expect to have a major effect on your holiday. Significant changes are likely to include the following changes when made before departure:

              A change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away

              A change of accommodation area for the whole or a major part of the time you are away

              A change of outward departure time or overall length of your arrangements of twelve or more hours

 

If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:-

 

a.            (for significant changes) accepting the changed arrangements

b.            accepting an offer of alternative arrangements of a similar or higher standard to that originally booked, if available, at no extra cost;

c.            if available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements;

d.            cancellation of the booking and a full refund of all monies paid.

 

The above options are not available where any change made is an insignificant one.

 

You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.

 

Compensation

In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, in the following circumstances:

a.            If, where we make a significant change, you do not accept the changed arrangements and cancel your booking.

b.            If we cancel your booking and no alternative arrangements are available.

 

Period Before Departure

Within Which Notice

of Cancellation or Significant

Change is Notified                              Compensation Payable

 

60 days or more                                   Nil

59-43 days                                           £10

42-22 days                                           £20

21-11 days                                           £30

10 days or less                                      £40

 

* IMPORTANT NOTE: We will not pay you compensation in the following circumstances:

 

a.            where we make an insignificant change

b.            where we make a significant change or cancel your arrangements more than 60 days before departure

c.            where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements

d.            where we have to cancel your arrangements as a result of your failure to make full payment on time

e.            where the change or cancellation by us arises out of alterations to the confirmed booking requested by you

f.              where we are forced to cancel or change your arrangements due to Unavoidable and Extraordinary Circumstances (see clause 28)

 

If we become unable to provide a significant proportion of the arrangements that you have booked with us after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.

 

32.          Our Responsibilities to You for Package Holidays

We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018 as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice.  Subject to these booking conditions, if we or our suppliers perform or arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time and this has affected the enjoyment of your package holiday you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to:

 

              Following the complaints procedure as described in these Booking Conditions; and

              The extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday.

 

It is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

 

a.            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:

 

(i)            the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party; or

(ii)           the act(s) and/or omission(s) of a third party not connected with the provision of the services contracted for and which were unavoidable and extraordinary; or

(iii)          “Unavoidable and Extraordinary Circumstances” as defined in clause 28 above;

(iv)          your failure to properly read the information provided to you with your booking confirmation and/or in our product brochures and/or on our website which describes the holiday and travel arrangements you have booked

 

b.            We limit the amount of compensation we may have to pay you if we are found liable under this clause:

 

(i)         for loss of and/or damage to any luggage or personal possessions and money:

-               the maximum amount we will have to pay you in respect of these claims is £25 per person in total because you are required to have adequate insurance in place to cover any losses of this kind;

(ii)        for claims not falling under (a) above and which don't involve injury, illness or death:

-               the maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.

(iii)        for claims in respect of international travel by air and sea, or any stay in a hotel:

-               the extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); the Berne/Cotif Convention (with respect to rail travel) and the Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us, as well as with the transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract.

-               In any circumstances in which a carrier is liable to you by virtue of EC 261/2004 (denied boarding and flight disruption), any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.

-               When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

 

c.            It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

 

d.            We cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised in our brochure and/or our website and we have not agreed to arrange them. This includes any excursion or activity you purchase in resort.

 

e.            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.

 

f.              Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (a) 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 (b) 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.

 

g.            You must provide ourselves and our insurers with all assistance we may reasonably require. 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.

 

h.            Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to “Unavoidable and Extraordinary Circumstances”, we shall provide you with any necessary accommodation (where possible of a comparable standard) for a period not exceeding three nights per person.  Please note that the three night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs in advance.  For the purposes of this clause, “Unavoidable and Extraordinary Circumstances” mean means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken including but not limited to warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination epidemics or pandemics (including but not limited to the ongoing effects of Covid-19 or any new strain of the coronavirus) or natural or nuclear disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

 

33.          Complaints and Problems (Package Holiday Bookings)

Where we are acting as a Package Organiser in the sale of a Package Holidays, in the unlikely event of any problem occurring during your arrangements which is not satisfactorily resolved by the chalet/apartment host or local resort manager, a complaint must be made immediately during your arrangements by email to customerservice@skiamis.com. In the event of an emergency, you should call the emergency number on the chalet/apartment noticeboard or our resort office on +44 203 603 7512.

 

If it has not been dealt with during your stay, the complaint should be confirmed in full within 14 days of the end of your stay to the same email address. We will acknowledge receipt of your email and will aim to provide you with our response within 14 days. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.

 

If, despite our best efforts and having followed the above procedures for reporting and resolving your complaint, you feel that it has not been satisfactorily settled, if we feel it is appropriate we may recommend that it is referred for arbitration under the ABTOT Travel Industry Arbitration Service. In the event we decide to invoke this service, an Independent Arbitrator will review the documents relating to any complaint and deliver a binding decision to bring the matter to a close.  Details of this scheme are available from The Travel Industry Arbitration Service, administered by Dispute Settlement Services Limited, 9 Savill Road, Lindfield, Haywards Heath, West Sussex, RH16 2NY. This scheme cannot however decide in cases where the sums claimed exceed £5,000 per person or £10,000 per booking form, or for claims which are solely or mainly in respect of physical injury or illness or the consequence thereof.

 

34.          Financial Protection Applicable to Package Holidays

The Association of Bonded Travel Organisers Trust Limited (ABTOT) (of 117 Houndsditch, LONDON, EC3A 7BT) provides financial protection under the Package Travel and Linked Travel Arrangements Regulations 2018 for Time of Your Life Travel Limited (trading as Ski Amis and Active Alpine Holidays) bond number 5424, and in the event of their insolvency, protection is provided for the following Package Holidays:

 

a.            Non flight packages commencing in and returning to the UK;

b.            Non flight packages commencing and returning to a country other than the UK; and

c.            Flight inclusive packages that commence outside of the UK and Republic of Ireland, which are sold to clients outside of the UK and Republic of Ireland.

Points a, b, and c above provides for a refund in the event you have not yet travelled. Points a and c provides for repatriation. Please note that bookings made outside the UK and Republic of Ireland are only protected by ABTOT when purchased directly with Time of Your Life Travel Limited (trading as Ski Amis and Active Alpine Holidays).

 

In the unlikely event that you require assistance while abroad due to our financial failure, please call our 24/7 helpline on +44 2920 468 505 and advise you are a customer of an ABTOT protected travel company.

 

35.          Delays, Missed Transport Arrangements and Prompt Assistance Applicable to Package Holidays

If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately.

 

If during your stay, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances.  In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements.  Where you require assistance which is not owing to any failure by us, our employees or sub-contractors, we will not be liable for the costs of any alternative travel arrangements or other such assistance you require.  Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them.  Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements.  Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.

 

SECTION D:

AGENCY BOOKINGS

 

This Section D applies to bookings we make for you when acting as Agent. This will apply where you make a booking with us for extras such as transfers, channel crossings, rail tickets, catering services, ski school, equipment rental and lift passes or other travel extras such as airport parking or car hire or self catered apartments (where we have notified you of this).

Please read this Section in conjunction with Section A of these Booking Conditions.

 

36.          Your Contract With The Supplier (Agency Bookings)

We act as an Agent in the sale of extras (such as transfers, channel crossings, rail tickets, catering services, ski school, equipment rental, lift passes, airport parking and car rental) or self-catered apartments advertised on our website and/or in our brochures. Accordingly, when making a booking for extras we will arrange for you to enter into a contract with the supplier of your chosen extras or self-catered apartment, as specified on your confirmation invoice and/or receipt. As an Agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. The supplier’s terms and conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.

 

37.          Payments and Pricing Applicable to Agency Bookings

You may be required to pay a deposit for certain services and you must pay the full balance by the balance due date notified to you, and in any case before your arrival in the resort. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions. In this event we will also charge you an administration fee of £20 per person. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.

 

38.         Cancellation and Amendments to Agency Bookings

Any cancellation or amendment request must be sent to us in writing and will take effect from the day we receive it. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the supplier of your arrangements, which will be provided to you with the booking confirmation invoice. The supplier may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the arrangements and will normally increase closer to the date of departure). In addition we may ask you to pay an administration fee of £20 per person for any amendments. You will be notified of the exact charges at the time of amendment or cancellation and it is recommended that you contact us prior to amendment or cancellation in order to confirm the charges applicable. Please ensure that you have received written confirmation of any changes to your booking prior to travel

 

39.          Changes or Cancellations to Agency Bookings

We will inform you of any changes or cancellations as soon as reasonably possible. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the stipulated time frame. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.

 

40.          Our Responsibility For Your Agency Bookings

Your contract for agency bookings is with the supplier and its booking conditions apply. As Agent, we accept no responsibility for the actual provision of the extras. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the extras that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booked extras (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

 

41.          Transfers: Miscellaneous applicable to Agency Bookings

The suppliers reserve the right to refuse transport to any person who is thought to be under the influence of alcohol or drugs and/or whose behaviour is considered to pose a threat to the driver, the vehicle or other passengers. Smoking, vaping and the consumption of alcohol are forbidden on board our vehicles.

 

Revision No:  10.1

Effective from:  13th October 2020