Booking Terms and Conditions
1. Terms
These conditions apply to all holidays booked with Northface Enterprises Limited, trading as “The Chalet Experience” (“we” or “us”), and all people named or booked for by the party leader (“you”). “Our services” are those Northface Enterprises Limited provide directly, such as food and accommodation. All other services provided by external suppliers, such as, but not limited to, childcare, ski lessons, ski hire and lift passes, are not classes as part of “our services”. There is a section (section 5) for external suppliers. The rest of these booking terms and conditions apply exclusively to matters of our services only. “The holiday” is our package of food, accommodation and transfers only.
2. Your Holiday Contract
The contract is made on the date we issue confirmation of your booking (via email) from which point on you are said to have booked. No contract or obligation exists between us and you before this date. Your booking of a holiday with us confirms you understand and accept all terms and conditions laid down in our “Booking Terms and Conditions”. We reserve the right to change our booking terms and conditions without notice. If you have already booked a holiday before any change you have the option to stay with the booking terms and conditions from your booking date. You will be notified in writing (email, fax or letter) of any proposed change and you must accept or refuse this within 28 days. If you make no contact then it is taken as you have accepted the new booking terms and conditions.
This contract does not apply to any services not classed as part of our services, such as childcare, ski lessons, ski hire and lift passes. We have no liability or obligation bearing from their providers, and offer no comment on the services they can provide.
3. Prices & Availability
After you have booked we will not apply any surcharges to you, even if the value of sterling falls.
We reserve the right to change our prices either quoted or published at any time without notice. Although we update our website regularly, it will not always be up to the minute. Please contact us for an up to date quote and availability information.
4. Booking
A party leader making a booking takes responsibility for the whole party, including payment. The below applies to bookings of our services only.
i) Deposit
The deposit is of 30% of the full holiday price. This is non-refundable.
ii) Confirmation
We will issue confirmation of your booking when the full deposit has been received and cleared. Only from the date of this confirmation does any contract or obligation exist between us and you.
iii) Final Balance
The Final Balance is due 60 days before departure. If this is not paid, then the holiday is deemed to have been cancelled. We reserve the right to re-sell the holiday without notice.
iv) Bookings made within 60 days of departure
The deposit and final balance are both due on booking.
5. Third Party Services
We may make bookings on your behalf with third parties, for example ski schools, ski hire providers, the lift pass office, childcare providers and restaurants. All third party bookings are subject to the terms and conditions of the provider. All contracts made are between you and the third party provider. We do not enter into any contract with third parties, and do not have obligation for any matter arising from a third party provider. We do not offer any comment on the standard of services they may provide. All disputes must be taken up with the provider directly, including requests for refunds, even if we have paid the supplier on your behalf.
6. Alteration of the holiday by you
There are no alteration fees.
i) Alteration before the date of payment of the final balance
You may alter your dates of stay, rooms booked and names of party members travelling, provided there is availability. If the holiday price is more, you need to pay the difference in price. If the price is less, we will refund you any difference. Prices applicable are those on the date of your change of booking compaired to the price of your original booking.
ii) Alteration after the date of payment of the final balance
You many only alter the names of persons travelling up to 14 days before departure. No monies will be refunded for a person taking the place who would upon normal booking pay less than the original person has paid (e.g. if a child takes the place of a full paying adult there will be no refund).
iii) All other alterations
All other alterations not specifically mentioned above are considered a cancellation of the whole party who will then need to re-book. The charges for cancellation are outlined below.
7. Cancellation by you
If you cancel your holiday for any reason a cancellation charge is due.
Days Before departure Cancellation charge (% of total holiday cost)
60 or more 30% (this is the deposit)
30 to 59 60%
15 to 29 90%
14 or less 100%
If you do not make the payments by their due dates or do not show up in resort or at the airport (as applicable), your holiday will be cancelled without notice and the above charges apply. In reality we would make every effort to contact you and only cancel without notice if we were unable to contact you.
Please ensure your insurance covers cancellation of your holiday for any reason.
8. Alteration or Cancellation by us
In the very unlikely event we need to make a cancellation for reasons not classed as “force majeure” then we will offer you a full refund of all monies paid. In the case of us making a major alteration to your holiday, you may select either a full refund of all monies paid or the altered holiday offered by us. Change of dates of holiday or removal of exclusive use of the chalet are classed as major alterations. All other alterations, including change of room and change of chalet, are classed as minor alterations and no offer of full refund is applicable. The refund of all monies paid is the full limit of our liability, we accept no liability for any other costs incurred to you, including charges for cancellation of your travel and cancellation of other services for example ski hire, ski lessons, lift passes and childcare.
In the case of alteration to, or cancellation of your holiday due to force majeure then no refund will be given. Force majeure is unusual circumstances outside our control, including, but not limited to, war, threat of war, terrorist action or threatened terrorist action, riots, industrial action, natural or nuclear disasters, fire, flooding or adverse weather conditions.
9. Acceptance of Responsibility by Us
We take responsibility for the actions or omissions of our staff only in the course of their normal work. We take no responsibility of any actions or omissions of staff outside normal working times, including voluntary skiing with guests and socialising with guests. We take no responsibility for any persons not employed by Northface Enterprises Limited, even if they are a third party supplier connected to us.
10. Limitation of Liability
Where you do not incur death or personal injury, our liability is limited to the full monies paid to us for our services. No extra costs, for example travel from the UK, are liable to us.
11. Acceptance of Responsibility by you
We reserve the right to charge you for any damage to our property and for any unusual cleaning. This must be paid within 24hrs else we reserve the right to terminate this contract and all services we provide to you, including accommodation, food and transfers. Any behaviour deemed by us to be anti-social may result in the immediate termination of this contract and all services we provide to you. Group bookings are classed as one. No further obligation would be due to any member of a party, even if a non-offender, of a terminated contract.
12. Ski hosting
We are not ski instructors. Ski hosting is a service only to show you which are the most enjoyable runs in our opinion. All issues of safety are your own responsibility. You must make all decisions as to whether the terrain is suitable for your own ability. We have no liability for any accidents or losses, no matter how they occur or what terrain they occur on. Under 18’s may only come if supervised by a responsible adult who can make the safety decisions for them.
13. Accuracy
We have tried to make all information in our website as accurate as possible. Please note our prices and availability published may be out of date, please call us for an up to date quote. All information regarding 3rd party suppliers has been supplied by them to us, but we make no claims to it being complete or up to date. They may subsequently have altered their information, making the facts we have published inaccurate or incomplete.
All photos we publish are of the resort or chalet in question except where the subject is not the scenery itself, for example photos of a ski instructor or our staff.
14. Internet access
Although we will try our best, it can take a large amount of time to rectify any technical problems due to the remoteness of ski resorts from the suppliers. We cannot guarantee our internet access to work. We do not provide any computers, only the WiFi access.
15. The Chalet
Chalets are not always built with child safety in mind. Parents must be aware there are greater risks than in a normal home environment, and extra care should be taken at all times.
Furnishing may vary from that shown or described. Rooms may not be lockable.
16. Transfers
Transfers are included in the price of your holiday from and to Geneva Airport in a minibus or car. Other pick up/drop off points are at our discretion only. We will endeavour to meet you straight off your flight, however where we deem your flight to contain too few guests to warrant it's own minibus then you may be asked to wait in the airport for another flight to arrive, never more than 1 hour scheduled, or share a minibus with other guests coming to the same resort. We may at times share transfers with other selected independent chalet companies in Les Gets.
17. Hot Tubs & Saunas
We are intending on installing a Hot Tub in Chalet Bruyeres. Please note as it is not already installed we cannot guarantee it will be installed in time for your holiday as we cannot predict any problems that may arise. We will however do our best to make sure it is installed. Please also note hot tubs and saunas can break down and it can take time to get them fixed in a ski resort and as such we cannot promise them to be in working order.
18. Insurance
You must have adequate liability, medical and cancellation insurance for a snow sports holiday. Please provide us with the name of your insurer and a policy number in case of emergencies.
19. Problems during your holiday
If you have any problems during your holiday which appear to be our responsibility please tell a member of our resort staff as soon as possible. If any matters cannot be resolved then write to us within 28 days of your departure from our accommodation. If you do not follow the above then you deprive us of the opportunity to rectify the problem, and this might affect your rights to claim over the matter.
Please note there are many factors outside our control, notably weather driven aspects such as lack of snow or water shortages. Although we have no liability for factors outside our direct control, we will do our best to help.
In a mountain resort it can take longer to rectify any problems that may occur than you might expect in the U.K., especially involving tradespersons and during the holiday periods. Please bear this in mind when we are dealing with any issues.
20. Law and Jurisdiction
The contract between us and you, and any matters arising from it, will be governed under Manx law and are subject to the jurisdiction of the courts of the Isle of Man.
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