Terms and Conditions
Except where otherwise specified, we, Ski-Lifts Limited of Canada House, 3 Chepstow Street, Manchester, M1 5FW, United Kingdom act only as an agent in respect of all bookings we take and/or make on your behalf. We accept no liability in relation to any contract you enter into or for any travel arrangements or other services you purchase (“Arrangements”) or for the acts or omissions of any supplier or other person(s) or party(ies) connected with any Arrangements. For all Arrangements, your contract will be with the supplier of the Arrangements in question (the ‘Supplier/Principal’).When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal of the Arrangements. Your booking with us is subject to these Agency Terms and Conditions and the specific booking conditions of the relevant Supplier/Principal(s) you contract with and you are advised to read both carefully prior to booking. The Supplier/Principal’s booking conditions may limit and/or exclude the Supplier/Principal’s liability to you. Copies of applicable conditions are available on request from us.
You may decide to book multiple Arrangements with us at the same time. The price charged in total for multiple component bookings will always equal the prices charged separately for each individual component. All Arrangements are available to be purchased separately at the same price as they would be if you made multiple bookings. This means that any multiple component bookings do not constitute a package as defined in the The Package Travel and Linked Travel Arrangements Regulations 2018.
By making a booking with us, you agree that you:
- have read these Agency Terms & Conditions and agree to be bound by them;
- are over 18 years of age and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services;
- accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
Booking and payment
In order to make a booking with us, you must make payment in full at the time of booking. You must also pay all applicable insurance premiums and booking fees. Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you confirmation on their behalf.
Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as a booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.
Except where otherwise advised or stated in the booking conditions of the Supplier/Principal concerned, all monies you pay to us for Arrangements will be held on behalf of the Supplier/Principal and forwarded on to the Supplier/Principal in accordance with our agreement with them.
Cancellations & Refunds
All cancellations should be sent to us in writing, by email, or you can cancel your booking yourself by logging into your account. Cancellations sent to us by email, need to be received no later than 17:00 CET, or they will not be accepted and processed until the following working day, which may impact the refund status of the booking. Any bookings cancelled more than 7 days before the date of travel will be refunded in full. If you need to cancel within 7 days of travel you can still cancel your booking by logging into your account or by contacting a member of our team and we will look into each request on a case by case basis.
Covid-19 Travel Restrictions
Except for these specifically mentioned scenarios where travel restrictions are implemented, our standard cancellation terms and deadlines apply.
- Denied Outbound Travel. The destination is open to visitors and services are able to operate, but directives are implemented from the outbound country’s governing authorities specifically advising against all but essential travel to the destination due to Covid-19.
- Denied Access. The supplier is able to provide the services, but the visitor is denied access to the destination due to national, regional or local government-imposed restrictions, including the closure of borders, or tourist activities being prohibited due to Covid-19, including;
- the mandatory closure of all tourist accommodation in the booked destination locality;
- closure of the ski lifts in the booked destination resort;
- closure of golf courses in the booked destination locality.
- Service Closure. The supplier is unable to provide the contracted services due to a government order restricting their activity due to Covid-19.
For the avoidance of doubt, any other scenario not specifically mentioned, even if linked directly to Covid-19, is covered by our standard cancellation terms.
This includes where a customer wishes to cancel, or is unable to travel, due to any of the party being required to self-isolate or quarantine or having been diagnosed with Covid-19. Under these circumstances, any travel insurance contracted by the customer should cover the cost for the customer if the cancellation is made outside of our standard cancellation terms. It is the customer’s responsibility to source appropriate travel insurance.
Notification of Cancellation
- A cancellation can only be accepted in writing by email which clearly states the booking reference of the booking that needs to be cancelled, or by the customer cancelling the booking directly on our system.
- It is the responsibility of the customer to notify us of their intention to cancel as a result of Covid-19 restrictions being implemented in order to benefit from any refund due under these specific Covid-19 cancellation terms.
- It will remain our assumption that a customer wishes to travel on the booked service, regardless of the restrictions put in place, unless we receive a cancellation as described.
- Failure to notify us within the agreed timeframes will result in the service being non-refundable.
The following outlines the cancellation deadlines in relation to travel restrictions being implemented as a result of Covid-19. It describes the cancellation notice required for a booking to be refundable, in relation to when the Restrictions were implemented and the commencement of the booked service.
|Time before the booked service commences that travel restrictions are officially announced||Deadline to notify us of cancellation|
|Over 72-Hours||No later than 16:00 CET two days before the booked service is scheduled to commence|
|Less than 72-Hours||No later than 16:00 CET the day before the booked service is scheduled to commence|
Cancellations received after the specified deadline, or in the case of customer no shows, are non-refundable.
Should you need a letter to claim any costs from your insurance please contact our team and we will be happy to assist.
Refunds normally take between 7-14 days to be investigated and processed. If a refund is likely to take longer than 14 days, we will notify you in writing with an estimate of how long we believe it will take to process. You may be offered a credit voucher for the value of your refund as an alternative and by accepting the credit voucher you will no longer be entitled to a cash refund.
We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Prices may also be subject to changes as a result of mandated regulations impacting passenger transfers such as, but not limited to occupancy levels. Should a price change we will contact you in writing to explain this and any additional payments will need to be made in advance to ensure the journey is reconfirmed. Our normal cancellation and refund processes apply to any prices that are amended. Special note: changes and errors sometimes occur. You must check the price of your chosen Arrangements at the time of booking.
You are strongly recommended to take out personal travel insurance for all members of your party. Some Supplier/Principals require that you do so. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday.
If you have any special requests, please let us know at the time of booking. We will pass on all such requests to the Supplier/Principal, but we can’t guarantee that they will be met, and we will have no liability to you if they are not.
Changes and Cancellations by you
Any cancellation or amendment request must be sent to us in writing, by email, or submitted through our online booking system and will take effect at the time we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel.
Whilst we will try to assist, we cannot guarantee that such requests will be met. Amendments and cancellations can only be accepted in accordance with the booking conditions of the Supplier/Principal of your Arrangements. The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as100% of the cost of the Arrangements and will normally increase closer to the date of departure).
As a guide, most Supplier/Principals offer the following cancellation charges:
|Period before departure||Cancellation Charge|
|More than 7 days||0%|
|7 days or less||100%|
Therefore, in the event you cancel your booking more 7 days before departure, you will generally be entitled to a full refund from the Supplier/Principal. However, no refund will be payable by the Supplier/Principal in the event you cancel within 7 days of departure. For example –a journey due to take place on the 14th of the month will need to be cancelled on the 6th of the month to ensure that no cancellation charges are incurred. We will notify you at the time of booking if the cancellation charges applicable to your booking differ from those above.
Please note: some Supplier/Principals do not allow changes and therefore full cancellation charges will apply.
Changes and Cancellations by the Supplier/Principal
We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed Arrangements or to cancel them. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the supplier, but we will have no further liability to you.
Force majeure means that neither we nor the supplier will pay you compensation or issue a refund if a Service is cancelled or changed within our Cancellation deadline as defined in these Terms, whether the cancellation or change is made by you, us or the Supplier, due to unforeseeable circumstances beyond our or the Supplier’s control. These can include, but are not limited to, accidents and related delays, unplanned marches, demonstrations and organised disruption, police operations, unforeseen road hazards, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, infectious disease outbreak, adverse weather conditions or other similar events outside our or the Supplier’s control.
Force majeure should be covered by your travel insurance and we will be happy to provide you with a letter to support your claim.
Our responsibility for your booking
Your contract is with the Supplier/Principal and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the Arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the Arrangements 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 the commission we earn on your booking (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.
If you have a problem with your Arrangements whilst using them, you must contact us on the emergency contact number provided in your booking confirmation. We will then liaise with the Supplier/Principal to resolve the issue. If you fail to follow this procedure, there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may, therefore, be reduced or extinguished as a result.
If you wish to complain when you return home, you can write to us and we will forward this on to the Supplier/Principal. Please note that since we act as agent, we shall only liaise between you and the Supplier/Principal in good faith, we shall not be liable to you for any refunds or compensation and these cannot be paid without the Supplier/Principal’s authorisation.
If you wish to complain about any service, we have provided to you (i.e. our booking service) then please contact us directly.
You can access the European Commission Online Dispute (ODR) Resolution platform at https://ec.europa.eu/consumers/odr/.
Law and Jurisdiction
These Agency Terms & Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).
Documentation & Information
All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier/Principal in question are intended to present a general idea of the services provided by the Supplier/Principal. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any Arrangements or any other services please contact us.
The EU directive 2003/20/EC states that children must use an appropriate child seat until they reach 12 years of age or until they reach a height of 135 cm. Most Supplier/Principals can provide appropriate child seats free of charge, as long as they are requested by you at the time of booking. For children up to 19KG we suggest you request a ‘Baby Seat’ and for children over 19KG select a ‘Child Seat’.
Failure to request an appropriate child seat at the time of booking, or to bring your own child seat, will mean that the Supplier/Principal is unable to provide the transfer as booked, as they cannot legally transport the child without the correct seat. In these circumstances, you will not be eligible for a refund or any alternative transfer.
For the avoidance of doubt, we recommend that you bring your own child seat if one is required.
On certain transfer types (Coach, Scheduled Shuttles) where vehicles over 8 passenger seats are used, it may not be possible for the Supplier/Principal to provide child seats. Please be aware that where this is the case, it is not a legal requirement to use such a seat. If you would like to confirm in advance of travel whether a child seat can be provided, please contact us.
We request that you enter the age of any children travelling on the Reservation System when making a booking. Please be aware that entering the age of a child is not a request for a child seat for them, this is only done by specifically requesting a child seat when making your booking. If you enter the age of a child but do not request a child seat as well, we will assume that you are bringing your own child seat with you.
All children and infants count towards the occupancy of the vehicle, regardless of age and thus should be included in the total number of passengers at the time of booking. We can provide child seats free of charge if specified on the booking form, but where possible we recommend that you bring your own.
Baggage allowance and declaration
All baggage must be clearly labelled with the owner’s name and the destination address. Each passenger named on the written confirmation is entitled to have carried with him on the relevant transfers up to two items of baggage, i.e. one suitcase which should not exceed 70cm x 40cm x 20cm and one piece of hand luggage. Carriage of any baggage exceeding these measurements will be subject to available baggage hold space and may be declined.
If a passenger requires carriage of baggage in excess of this allowance (e.g. suitcases exceeding the maximum permitted size, skis, golf clubs, snowboards, bikes in bike boxes or bags, wheelchairs/scooters etc) we must be informed at the time of booking. Ski or snowboard bags should not exceed 190cm in length and the maximum size for bikes (when packed in a bag or box) is a length of 160cm, height of 100cm and width of 40cm.
Supplier/Principals reserve the right to make a charge for excess or oversize baggage, which must be paid prior to transportation or to refuse carriage of the excess items if not agreed at the time of the booking.