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Booking Conditions

Revision 9.0 - effective 1st July 2018

 

Our Company Information:

Email:  customerservice@skiamis.com
Postal address:  1 Cooks Barn, Turkey Mill Business Park, MAIDSTONE, Kent, ME14 5PP
Main contact number:  0203 411 5439

The following Booking Conditions together with the General Information contained in our brochure or on our website apply to your booking with Ski Amis Limited (whose registered office is at Cooks Barn, Turkey Mill Business Park, Ashford Road, MAIDSTONE, Kent, ME14 5PP).  Please read them carefully as they set out our respective rights and obligations.

In these Booking Conditions, "you" and "your" means all persons named on the booking (including anyone who is added or substituted at a later date).  “We", "us" and "our" means Ski Amis Limited.

We act in the following capacities: as a Principal in the sale of single element holidays, as a Package Organiser in the sale of Package Holidays and as an Agent on behalf of the suppliers of extras to help you to arrange individual holiday products such as airport parking, car rental, ski school, equipment hire and lift passes.  Our obligations to you may vary depending upon which arrangements you book with us, and we have tried to set them out below as clearly as possible.  Section A contains the conditions which will apply to all bookings. Section B applies to Package Holiday bookings and Section C applies to Agency bookings.  Additionally, Section D contains the supplementary conditions which will apply when you book Transfer Services with us.

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

SECTION A - APPLICABLE TO ALL BOOKINGS


1. Making a booking


Bookings can be made by telephone on +44 (0)20 3411 5439, or via our website www.skiamis.com. The first named person on the booking (“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 holiday by issuing a confirmation invoice to the party leader by email. A binding contract between us or between you and the supplier in question comes into existence only when all payments have been received and we have dispatched a confirmation and invoice either on behalf of ourselves or the supplier in question 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


In order to confirm your chosen booking, a deposit of £100 per bed for catered chalets or 30% of the total holiday cost in the case of self catered apartments, or full payment if booking within 10 weeks of departure must be paid at the time of booking. Other payment arrangements may be in force for specific special offers - if such conditions (such as early payment discounts) apply to your booking you will be notified in writing. Payments for additional services provided in resort are due by the day before your arrival, unless (exceptionally) an agreement to pay in cash on arrival has been made by us in writing.

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 an Agent we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.  Where you have made a booking where we are acting as the Principal or Package Organiser, your booking may be cancelled you will be subject to our cancellation charges which are shown in section B 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 - for holiday and travel bookings, 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


Where a group discount is offered, the party leader must make the group’s reservation on one booking. The group must also be prepared to share rooms where necessary to maximise the capacity of the chalet. 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 your holiday – 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 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 holiday 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 holiday, please contact us and we can discuss waiving this requirement in relation to those individuals only.

4. Insurance


You must be adequately insured for winter sports and must confirm to us that you have such insurance in place. Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs and it is your responsibility to deal with any claims on your insurance during and after your holiday. We do not provide any advice as to the suitability of any particular policy or check alternative insurance policies.


5. Brochure/Website Accuracy


Please note, the information and prices shown in our brochure and/or on our website may have changed by the time you come to book your holiday. 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 holiday (including the price) with us at the time of booking.

6. Passports, visas and health requirements


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 obtain a European Health Insurance Card (EHIC) (details in leaflet T6 referred to above) prior to departure. 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. Client Responsibility and Behaviour


Any loss or damage caused by you or any members of your party to property belonging to Ski Amis Ltd, 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 holiday 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 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

8. General


Pets are not accepted in any of the accommodation offered by Ski Amis Ltd (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 7 accordingly.

Where sauna and/or jacuzzi facilities are provided in the chalet, 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 chalets 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 holiday. 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 properties 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.

9. Conditions of suppliers


Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions (see clause 21 (3)). Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

10. Special requests and medical problems


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 holiday 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 holiday, 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.

11. Excursions, activities and brochure /website information


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 holiday) 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) 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 to book a holiday  with us, we will pass on this information at the time of booking.

12. 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.

13. Complaints and Problems


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

If it has not been dealt with during your holiday, the complaint must be confirmed in full within 14 days of the end of your holiday to the same email address. We will acknowledge receipt of your email and will aim to provide you with our response within 14 days. For all complaints and claims which do not involve personal injury, illness or death, we regret we cannot accept any liability if you fail to notify the complaint during your holiday or make your claim entirely in accordance with this procedure.

Where we are acting as an agent, in the sale of ski extras – such as lift passes, equipment rental and ski school, the contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their local supplier or agent immediately and if you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

Please note - we can provide 24-hour assistance with emergencies, in our capacity as agent by way of assisting you in liaising with the supplier to resolve any problem that you are experiencing. If you require such assistance, please contact us on the number or email provided above. If you wish to complain when you return home, you should write to the supplier. You will find the name and address in the confirmation documents we send you along with the supplier terms and conditions which apply. If you need these documents sent to you again, we will be pleased to assist you - contact us by email at customerservice@skiamis.com.

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 ABTOT, 117 Houndsditch, LONDON, EC3A 7BT.  This scheme cannot decide in cases where the sums claimed exceed £1500 per person or £7500 per booking form, or for claims which are solely or mainly in respect of physical injury or illness or the consequence thereof.

14. Force Majeure


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 “Force Majeure”.  For the purposes of these Booking Conditions, Force Majeure 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 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.

15. Privacy Policy


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 holiday. 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 holiday – 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.

16. Law and Jurisdiction


These Terms and Conditions are governed by the English Law. We both agree that any dispute, claim or other matter which arises out of or in connection with these Terms and Conditions or your holiday will be dealt with by arbitration
as referred to in clause 13 (if we feel this is appropriate and the scheme is available for the claim in question) or 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 AND PACKAGE BOOKINGS


This section only applies to 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.  This section will also apply to Package Holidays booked with us as Organiser.

17. 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”) as outlined in Section B of these Booking Terms and Conditions.

A “package holiday” exists if you book a combination of two or the following separate travel services:
a) transport;
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.

18. Pricing


We reserve the right to amend the pricing of unsold holidays at any time and in the event your 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 holidays including ski extras. 

19. Cancellation, Changes and Transfers of Bookings by the Client


Should you wish to make any alterations to your confirmed 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 Booking

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 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 Before Departure

If you wish to cancel all or part of your 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 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.

20. Cancellation by You due to Unavoidable and Extraordinary Circumstances


You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” 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 and Commonwealth Office advises against travel to your destination or its immediate vicinity.

For the purposes of this clause “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.

21. Cancellation and Changes by Ski Amis Ltd


We start planning the 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;
c) cancellation of the booking and a full refund of all monies paid.

Please note, 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 Force Majeure (see Clause 14)

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.

21. Our Responsibilities to You


21.1 Where we have sold you a Package Holiday

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, we will pay you reasonable compensation.  The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: 

- Following the complaints procedure as described in these conditions; and
- The extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday

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

21.2 Where you have made a single element booking (i.e. accommodation only)

We have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the booking in question or any acts or omissions of the supplier, its employees or agents.

21.3 In respect of all Package and Principal bookings:

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) 'force majeure' as defined in Clause 14 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 the Denied Boarding Regulation 2004, 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 warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

22. Financial Protection


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 Ski Amis Limited, and in the event of their insolvency, protection is provided for the following:

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;
c) Flight inclusive packages that commence outside of the UK and Republic of Ireland, which are sold to customers outside of the UK and Republic of Ireland; and
d) Accommodation only bookings

A, B, C and D provides for a refund in the event you have not yet travelled. 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 Ski Amis Limited.

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.

23. Delays, Missed Transport Arrangements and Prompt Assistance 


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 whilst you are on holiday, 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 C - AGENCY BOOKINGS


This section applies to bookings we make for you when acting as agent. This will apply where you make a booking with us for ski extras such as ski school, equipment rental and lift passes or other travel extras such as airport parking or car hire.

24. Your Contract


We act as an agent in the sale of extras (such as ski school, equipment rental, lift passes, airport parking and car rental) 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 named 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 & 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.

25. Payment


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.


26. Cancellation and Amendment


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

27. Changes or Cancellations by the Supplier


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.

28. Our responsibility for your booking - Agency Bookings


Your contract 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.


SECTION D - BOOKINGS FOR TRANSFER SERVICES


The following Supplementary Terms and Conditions Apply where you book Transfer Services with us.

The terms and conditions defined below are in addition to our Standard Terms and Conditions of Booking which still apply to all reservations. The additional terms described here relate specifically to the provision of airport or rail station transfer services and do not affect any of the main terms and conditions. Where there is a conflict between the provisions of this Section D and the main terms and conditions in previous sections, those of the previous sections will apply. Our website provides information in the airports we serve and the prices we charge.

29. Guaranteed Shared Service


All transfers are provided on the basis of a shared service unless specifically confirmed as an "exclusive use or dedicated service" on your invoice, where you have paid for all seats on the vehicle. On our guaranteed service, you will be scheduled with other guests who are arriving at approximately the same time as you (within about an hour either way and up to a maximum of two hours at peak times) to minimise your waiting time at the airport. The service is available for any flight scheduled to land before 18h00 on your arrival day and scheduled to depart after 10h00 on your departure day. The shared service operates from the main airport terminals of Geneva and Grenoble airports only.

The transfer service will normally be provided using 8-seater minibus vehicles, driven by our own drivers.  However, at peak times we may need to outsource services to local professional suppliers, all of whom are equally licenced and insured as ourselves.  On occasions, we may also utilise a larger vehicle or coach for the transport of our guests.

30. Flexible Shared Service


As a cost-effective alternative to the guaranteed service described above, we offer a "flexible" service for small groups, at a reduced price. The flexible service does not have any service guarantees in either direction and by booking this service you agree that you are prepared to travel at whatever time we have seats available. Our only obligation with  this service is to provide you with a transfer on the correct day, at a time to enable you to catch the flight you have booked.  The flexible service is only available on certain routes (see our website). Due to the need for flexibility, your flight must land before 12h00 on your arrival day and depart after 15h00 on your departure day. You will be advised of your actual travel time the day before you travel.


31. Dedicated Private Transfers


We are also able to provide a dedicated transfer service where the 8-seater minibus will be available for the exclusive use of your group. The vehicle will then be scheduled to fit exactly with your flight times and will leave the airport as soon as you are ready. The price for a dedicated service is shown on our website. A dedicated service can also collect and deliver passengers from a local airport hotel (on the airport complex). The delay policy will still apply for a dedicated transfer, depending on the commitments for the vehicle on that day.  The vehicle is only dedicated for the duration of your journey as scheduled and will still have other commitments before and after your transfer.

32. Stops En-Route


Occasionally, there may be a stop en-route to transfer guests to another vehicle if they are going to different destinations, but we will not unnecessarily delay or re-route your journey via stopping points that are not on the normal route. The minibus will not stop en-route for shopping, food collection or other purposes. A short convenience stop will be provided if necessary but stopping is limited to a few minutes.

33. Allocation of Seats


A shared service means booking individual seats on a vehicle and does not necessarily guarantee travelling at any specific time or with specific people. From time to time, it may be necessary for your group to be split across several vehicles in order to maximise the occupancy of each vehicle.

34. Flight Delays


In the event of flight delays, we guarantee to wait for up to one hour after the scheduled arrival time of the flight - no waiting time will be charged. We may wait longer but this will depend on other guests and the remaining schedule for the driver and minibus. In all cases, you MUST contact us on +44 203 603 7512 as soon as you are aware of a delay to your flight - we can then keep in touch with you for any necessary changes. We do track all incoming flights via the airport departure and arrival systems but this information is sometimes not as up to date as we may wish and contact directly with the passenger is essential.

Our waiting policy in the event of one or more flights being delayed may mean that your waiting time at the airport may extend beyond the normal anticipated time and we request your co-operation and sympathy for the person who has a delayed flight as if it is you in that situation, you would appreciate our driver and other guests waiting for you.

In the event we are unable to wait and your flight is delayed more than one hour, we will provide another transfer, if possible, at the earliest opportunity. We will usually be able to provide this within the scope of our own transfer operation without any additional charges, but you must be prepared for a prolonged wait for a vehicle to become available. We reserve the right to make an additional charge equivalent to the cost to us of providing the service, should we have to use an external service provider or make an additional journey specifically for the delayed group. The cost will be discussed with you in advance and may be more than the original cost of the transfer but we will not add any surcharge over and above the cost to us. You should ensure your travel insurance provides cover for these costs under the delay protection section and we will provide the necessary documentation required by your insurance company  on request.

35. Children and Infants


Children and infants are provided with a seat in the vehicle and will be charged at the same rate as adults - they are not allowed to sit on parents laps in any circumstances. For the transport of young children and infants, we will provide baby-seats and/or booster seats as required but it is your responsibility to specifically request these when making your transfer booking. Baby seats will be provided for infants under 2 years of age and booster or forward facing car seats for children from age 2 years to 7 years. If you require any other arrangements, you must let us know at the time of booking.

36. Return Flights


We will exercise our professional judgement in calculating your departure time from the resort for your return journey and we will allow plenty of time for your transfer including a contingency for delays. In the case of a shared transfer, this departure time will be based on the earliest departing flight on the minibus.  Our schedules are based on our experience and knowledge of the road conditions and traffic forecast, as well as any known external events in the area and the weather expectations which might affect your journey as far as these can be foreseen. You will be informed of the estimated time of your collection on the day before you travel and you are required to be ready to leave at that time. If you are not ready to board the minibus at the appointed time, In the event of unforeseen delays to your journey, we cannot accept any liability for missed flights or any consequential costs you may incur. You should ensure your travel insurance covers a missed departure.


37. Miscellaneous


We 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

38. Licencing


Our transfer service is provided under our French Passenger Transport Operators Licence Number 2018/84/0002458 and our drivers are in possession of French Professional Driver’s licences, and where appropriate, a professional licence to provide transfer services in Switzerland.  Our fleet is insured with a professional transport insurance policy with AXA Assurances (Bourg St Maurice) which provides liability cover for our transport activities.