Our Booking Conditions

The below booking conditions are applicable to all bookings arriving in the resort from 25th November 2023 onwards.

Our Booking Terms and Conditions are presented in English, and any discrepancies or misunderstandings arising from translations into other languages will not alter or modify the original terms and conditions. The English version remains the definitive and legally binding document for all bookings and agreements.

1. Our Booking Contract

Please read this information and your booking confirmation email carefully, as together they contain important information about your holiday and the services we provide, as well as the terms and conditions of the agreement between Chardons Limited (company No. 08696777), 7 Park View, Shawford, Winchester, Hampshire SO21 2BS (referred to as “we”, “us”, “our”) and all persons named on your booking (referred to as “you” and “your”).

By making a booking whether by telephone, online, or in person, you are making an offer to purchase the facilities and services requested, which will only be deemed accepted by us when all deposits have been fully paid and we issue your booking confirmation. The resulting contract is deemed to be made on the terms of these booking conditions at our offices and is governed by and construed in accordance with English law.

NOTE that no contract will be made between you and us where a provisional booking or reservation enquiries are made and not supported by your payment of the deposits in full and our issuing you with a booking confirmation.

The person who completes your booking and who pays your deposit does so as agent for all persons named on it and by doing so warrants that he/she has authority to sign on behalf of all persons named on the booking form and acknowledges that these terms and conditions apply to all such persons.

This holiday contract does not include any facilities, services, activities, or excursions, such as those that are available to be purchased separately in resort, that you book and pay for after receipt of the booking confirmation (“additional activities”). These additional activities are provided by separate contracts but it should be noted at the time additional activities are booked the person or organisation agreeing to provide you with such additional activities, for reason that it may not always be us. We will treat each element of the booking including the accommodation and any additional activities as separate bookings, so that the price charged in total for the booking of more than one element will always equal the prices charged separately for each individual element. To help you to identify which element you would like to book, prices on our website are listed by element and each element of the booking is available to buy separately at the same price as it would be if more than one element is booked. This means that separate items purchased do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992 or package or Linked Travel Arrangements as defined in the Package Travel and Linked Travel Arrangements Regulations 2018.

If you have any questions about the information contained in either these terms and conditions or your booking confirmation email, please do not hesitate to contact us as soon as possible so that we can resolve your query.

Please refer to our website, www.chaletchardons.com for detailed descriptions of your accommodation.

2. Making Your Booking

To make a reservation, call the UK office on 01600 800 300 (local UK rate, +44 1600 800 300 from abroad), email us using our booking form on our website, or use our online sales tools.

When your booking is only provisional (i.e. you have not paid the deposits in full), we may hold a certain chalet on specific dates (at our sole discretion) on this provisional booking for up to 24 hours (unless otherwise agreed in writing). If you have not confirmed your booking within 24 hours, we may sell the rooms you have provisionally booked to third parties and cancel your option without further notice. It is not always possible to keep options on late availability prices.

In some cases, it may not be possible for you to book online and in such cases, telephone and email enquiries will, upon payment of the relevant deposit, be considered as offers by you that are subject to acceptance by us upon receipt by you of our booking confirmation email. When you receive our booking confirmation email, your booking will be subject to these conditions.

3. Pay for your booking

3.1. Deposits

3.1.1. Catered Bookings

To confirm your holiday, we ask for a deposit of 30% of the full value of your self-catered reservation. If you book within 12 weeks of arrival, we will ask you then for the full cost of the reservation when booking.

3.1.2. Self-Catered Bookings

3.2. Balance

The final balance of your holiday is due at least 12 weeks before arrival. We will endeavour to contact you before this date to remind you that the balance is due. If the balance is not received by the due date, we reserve the right to cancel the booking and keep your deposit. Your final balance and due date can also be found in your ‘MyBooking’ online area. Details will be provided on your booking confirmation email.

3.3. Security Deposit (Applicable to Self-Catered Bookings Only)

For self-catered bookings, we require a security deposit. The amount required will be specified in your booking confirmation email. Payment of the deposit is required 1 week prior to arrival. The deposit does not apply towards the booking value. The security deposit will be refunded in full within 14 days after departure provided there is no loss or damage to the property. Any loss or damage to Chalet Chardons properties can be deducted from your deposit, including but not limited to the following: replacements and repairs that are considered outside normal wear and tear, conditions that require excessive cleaning/laundry or rearranging of furniture that has been moved, replacement of missing items from unit (including bed linen and towels), soiling of towels, linens and carpets, costs to replace keys, and misuse of items belonging to the property.

3.3.1. End of Stay and leaving the chalet (applicable to self-catered bookings only)

Please vacate the chalet by 10.00 am as we need to turn the chalet around for the next arrivals. We ask that you:

Remove all rubbish and recycling and take to the nearest bins.
Strip used beds (not mattress protectors) and leave all used linen and towels on the beds.
All crockery, cooking utensils, glasses & cutlery should be clean and put away neatly.
Empty the dishwasher.
Close all windows and skylights.
Switch off all lights

If any of the above tasks are not completed, there will be a deduction from the value of the security deposit refunded of €50 and an additional €20 per hour for any extra staff required to complete any of the above tasks.

4. Communication between you and us

All communication and correspondence will be made between us and the leader of the party only who will be identified by you at the time of booking (referred to as the party leader). It is then up to the party leader to pass on any relevant information to other members of your group and to ensure that all members of your group are sufficiently insured.

5. Price

All our holidays advertised on the website or otherwise are subject to availability and the price on the day of booking.

We sell our holidays in Euros. At the time of booking, we will provide you with a quotation in euros and an indicative pound sterling price based on the then current exchange rate. Where you pay the deposit or final payments after the date on which those quotes are given, the pound sterling price indicated may be subject to change with currency fluctuations. To fix the price in pounds as indicated (dependent on the actual rate your bank charges), you can pay your final balance at the time of making a reservation.

The prices shown or given are per person per week (unless otherwise indicated) and are based on two to six people sharing a standard room.

A single supplement of up to 100% may be charged for any empty bed within a room. The reason for imposing such a supplement is because our contract is based on a price per room while our holidays are sold per person.

6. Your holiday

6.1. Catered Bookings

The services that form part of your holiday will be provided either directly by us or by independently contracted suppliers.

Unless stated otherwise, the price of your holiday will include accommodation at the chalet named in your booking confirmation email; breakfast on 7 days; afternoon tea on 6 days; dinner on 6 evenings with complimentary wine; communal areas cleaned daily; bedrooms and bathrooms cleaned once a week; one towel midweek towel change; and all local resort taxes and Value Added Tax.

Not included in the price of your holiday is: dinner on your chalet staff’s days off; your transport to and from the resort; flights, lift passes; and any equipment hire (although passes can be arranged for collection upon arrival, and we can assist you with your equipment hire at a Chalet Chardons discounted rate); and winter holiday insurance.

6.2. Self-Catered Bookings

The services that form part of your holiday will be provided either directly by us or by independently contracted suppliers.

Unless stated otherwise the price of your holiday will include Sole Occupancy of the chalet named in your booking confirmation email; Bed Linen; Two Towels per guest; Start & End Stay Cleaning Service; In resort guest services team; daily Hot Tub and Sauna checks (if applicable); on call maintenance team; Welcome hamper with variety of products and freshly baked cake; Cooking Utensils, Crockery, and Cutlery; all local resort taxes and Value Added Tax.

The following additional services can be arranged at any time throughout your stay, subject to availability:

Additional Cleaning service – €20 per hour.
Additional Linen & Towels – €25 per bed set.

Not included in the price of your holiday is: your transport to and from the resort; flights; lift passes; and any equipment hire (although passes can be arranged for collection upon arrival, and we can assist you with your equipment hire at a Chalet Chardons discounted rate); and winter holiday insurance.

7. Accommodation

The number of people permitted to stay in your accommodation is strictly limited to the number of beds booked as set out in the booking confirmation email. Subletting, sharing, or assignment is not allowed, although prior to arrival changes may be able to be made by contacting us.

8. Dietary Requirements

Please let us know when booking if members of your group have any special dietary requirements. Subject to local availability of ingredients, our chefs will endeavour to meet all dietary requirements as much as possible. You recognize that in extreme circumstances, we may be unable to provide a 100% satisfactory food service. We ask that to help your leader, you bring all the supplements that your party may need. When you arrive, be sure to discuss your specific needs with your chalet host or chef. Information will be available on site upon request from you if our catering contains any of the 14 allergens as described in the EU Food Information Regulation No. 1169/2011 (FIR) and Food Information for Consumers Regulation (FIC).

In the case of severe allergies, while we will always take measures when required by a customer with allergies to avoid cross-contamination, we cannot 100% ensure the prevention of any cross-contamination in our kitchens, and customers suffering from such allergies must recognize that they stay in our chalets at their own risk. Chardons Ltd cannot accept any liability for damage caused in the event of cross-contamination.

9. Insurance

It is an imperative condition of your booking agreement with us that you and your party members have adequate travel insurance, from a reputable provider, offering coverage for (but not limited to):

Emergency medical expenses, including, among other costs; mountain rescue, ambulance costs and repatriation.
Cancellation of your trip or restriction (shortening your trip). *
Closure of the resort and/or the ski lifts due to force majeure. *
Personal liability to include, among other liabilities; damage caused by your negligence to the property in which you are staying and cannot include a clause that limits actions taken against a travel companion other than the family.
Loss or damage to rented equipment.
Travel and transfer delays (to and from abroad) that must include, among other things, costs; additional costs incurred in the event of a delay beyond your control.
If you, a member of your household, or a travel companion who is part of your group, have a positive result for Covid-19 within 14 days of your travel date, preventing you from travelling.

The policy should include additional activities that you are likely to do, especially off-piste skiing with or without a guide (it is possible to ski off-piste inadvertently).

We will not accept any liability of any kind for the loss or damage suffered by any of your party who travel and stay with us because they do not have adequate insurance.

You acknowledge that all modes of travel to and from our resort (including, but not limited to, our partner travel companies) may be subject to delays or cancellations and furthermore you accept that we are not responsible for such travel delays or cancellations.

*We understand that many insurance policies will now exclude cancellations related to Covid-19. We have therefore provided additional flexible booking conditions detailed below, to cover the situation if in the event you are unable to complete your holiday due to specific circumstances relating to a resurgence of Covid-19. For more details on the exact terms that will apply in a Covid-19 situation, please see clause 10 below.

10. Covid-19 Specific Flexible Booking Terms

If, due to Covid-19 related issues, any of the following specific circumstances arise applying to all the parties within your group booking (for both catered and self-catered bookings) during your dates booked, we will offer you the below-enhanced protection.

In the event of either:

The French Government, the European Union or the Government in your home country from which you are travelling (being the Foreign Commonwealth Office if travelling from the UK and which would include France being added to the UK’s ‘red list’) puts in place restrictions or governmental advice affecting either the whole of your home country from which you are travelling or the local region that you live in and are travelling from (and it is applicable to all residents of the area), preventing you from travelling to France for the purpose of fulfilling your booking with us. This term also applies to restrictions implemented by the Swiss government that will prevent you from transiting through Geneva if you have flights pre-booked.
The French Government closes all French borders or the one that you are booked to enter France via.
The Tignes and Val d’Isere ski resort is closed in its entirety during your dates booked, or the majority of the days during the duration of your booking, due to safeguarding measures implemented locally for the prevention of the spread of Covid-19.
A further lockdown is implemented across the whole of France, or locally affecting Tignes and Val d’Isere, and preventing the ski lifts from opening.
The French Government has introduced quarantine measures for travellers from your home country for 48 hours or longer on your arrival in France. This does not include a quarantine period applicable due to a positive Covid test result, or applicable if you are not fully vaccinated and have no medical reason not to conform with such requirements.
The Government in your home country from which you are travelling introduces quarantine measures for 10 days or longer applicable on your return from France. This does not include a quarantine period on return due to a positive Covid test, or applicable if you are not fully vaccinated and have no medical reason not to conform with such requirements.

You will be entitled to choose between one of the following cancellation policy options:

Receive a refund in full for any holiday not taken minus only the deposit for the booking, the value of which is confirmed at the time of booking. If your booking was made within 10 weeks prior to arrival, meaning you paid the full amount upfront and no specified deposit, in this scenario the deposit amount retained for catered bookings will be 30% for sole occupancy catered and self-catered bookings or €200 per person for room-by-room shared chalet bookings.
Defer your booking with no deductions, along with all monies paid for accommodation up until that date, to a future date within a 24-month period. The new booking will be subject to the price and availability of the new desired dates and chalet.
Opt for the full balance of your booking, including the full deposit with no deductions, to be transferred as a refund credit note, which can then at any point be used towards a new booking within 24 months of your original booking. For our Refund Credit Note Terms please see clause 30.

All payments for Ski Hire and Lift Passes made directly to us will be refunded 100% with no deductions up until your arrival date in resort. You have the right to cancel either of these services for any reason up until this point and will receive a full cash refund for amounts paid.

These Covid-19 Flexible Booking terms will only apply if strictly related to the above specific circumstances arising only and must relate to the Covid-19 pandemic over your dates of stay booked and we will require proof from a Government website demonstrating such measures listed above are in place triggering these cancellation rights, and where necessary proof of your residency in the home country effected, before we are able to process your refund and/or refund credit note due.

To qualify for these refunds, the party leader must cancel your booking in writing (by emailing us at reservations@chaletchardons.com) at least 7 days prior to your arrival date, confirming one or more of the above Covid-19 Flexible Booking terms has been triggered at that time (and current advice must support the fact that such terms will continue to apply during your dates of stay booked, and the situation you are relying on to enforce our Covid-19 Flexible Booking terms must not be expected to be relaxed before your arrival).

If there are Covid-19 restrictions in place that trigger one of the above terms, yet there is no confirmed timeframe for how long these restrictions will be in place, then Chardons Ltd holds the right to withhold cancellation until 7-days prior to your arrival date before offering the Covid cancellation options above.

If any of the above measures only come into force within 7 days of your arrival, then you can cancel your booking and be entitled to the above same cancellation policy if you cancel within 48 hours of such measures being introduced. You may additionally cancel the day before your arrival if the measures come into force within 48 hours of your arrival.

Please note:

If any of the above Government restrictions or quarantine measures come into place mid-way through your stay and you are required to leave the resort, it will not be possible for Chardons Ltd to refund or give a credit for any part of your holiday cost. If you wish to make a claim on your travel insurance, then we will supply any documentation you need.

If you decide that you do not want to fulfil your booking once the balance payment has been made, but there are no official Covid-19 related Government restrictions in place triggering the above specific Covid-19 Flexible Booking terms, you will be cancelling your booking in accordance with our normal cancellation terms listed below. Clause 10 will not be triggered, and no refund or credit note will be given for disinclination to travel.

The Covid-19 flexible booking terms may only be triggered when the specific Covid-19 circumstances apply to the entire group thereby cancelling the whole booking. If only part of the group is affected, then these enhanced cancellation terms do not apply to part of a group only. In this scenario, the remainder of the group are welcome to fulfil the booking at the full booking price for the entire group, and the affected parties are advised to recover their losses via their travel insurance providers. The party leader can also substitute another person(s) in the place of parties within the group who are no longer able or willing to travel, but the parties must account for any reimbursements of payments to be made directly between themselves. No administration fee will be charged by Chardons to change any part of a booking into a new name(s). By way of explanation, we must apply the policy in this way because if we allowed only part of a group to cancel, when the group has booked a chalet for their exclusive and private use, we lose the opportunity to re-sell those beds as the rest of the group are unlikely to want to share with others they do not know, and as all our prices are set on the basis of achieving full occupancy we simply cannot afford to carry this loss and accept a booking at an under-occupancy price.

If you have to cancel your holiday following a member of your party testing positive for Covid-19, the above Covid-19 Flexible Booking terms do not apply. However, be assured that many insurance companies now cover this scenario with inexpensive policies available, and you are therefore strongly advised to take out adequate holiday insurance at the time of booking allowing you to claim for the loss of yours and your families holiday if this should occur.

In the unfortunate event that a member of your party tests positive for Covid-19 while staying in one of our chalets, we will endeavour to the best of our ability to offer suitable accommodation for their period of self-isolation. This would be subject to availability of accommodation in our chalets and suitability of the accommodation to conform to health advice for self-isolation. The costs of the additional accommodation (including any refunds and compensation we may have to pay to other affected parties) will need to be met by the party required to isolate. These costs should however be covered if you have taken out adequate insurance for your holiday.

It is the responsibility of all members of the party to ensure that they comply with travel regulations, entry requirements, and additional obligations enforced as a result of Covid-19 by both their country of origin and France over their dates of stay. If a member of the group fails to do so and is unable to fulfil their booking for this reason, the Covid-19 Flexible Booking term in Clause 10 do not apply. For example, if it is an entry requirement in your country of origin or France that you are required to demonstrate that you have been correctly vaccinated, or hold a vaccination passport, and/or you must be tested before you can enter or leave either country, and you fail to do so, the Covid-19 Flexible Booking terms will not apply.

11. Changes or cancellations made by you (not covered by the Covid-19 clause above)

If you cancel your holiday for any reason, other than when the specific Covid-19 circumstances arise as listed above in clause 10, the cancellation charges below are payable from the date we are informed of your cancellation. These are calculated to cover the cost of processing your cancellation and to compensate us for the risk we take that we may not be able to resell your holiday.

Period before departure within which written notification of cancellation is received by us the cancellation charge will be:

More than 12 weeks = Deposit

Between 12 and 6 weeks = 50% of the total amount

Less than 6 weeks = 100% of the total amount

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. Your identified party leader is responsible for paying this charge and you acknowledge that he or she is responsible to your party for accounting to you.

All payments for Ski Hire and Lift Passes paid directly to us will be refunded 100% with no deductions up until your arrival date in resort. You have the right to cancel any of these services, for any reason, up until this point and will receive a full refund for amounts paid.

12. Alterations by Us (not covered by the Covid-19 clause above)

Our holidays are planned far in advance therefore it is sometimes necessary or prudent for us or our landlords to make changes (for example to a particular room in a chalet) either before or after the holiday contract is made and we reserve the right to do so. Occasionally it is necessary or prudent for us or our landlords to make major changes to the extent that your intended accommodation may not be available, and you therefore agree that you are not entitled to compensation if these circumstances arise.

If, apart from when the circumstances fall within the provisions of the ‘Covid-19’ clause above and in which case the provisions of the ‘Covid-19’ clause 10 will prevail, a cancellation or major change is notified to you by us, we will endeavour to automatically offer you a substitute holiday which in our sole discretion is of at least equivalent standard and in such circumstances you will not have the right to cancel nor will you be entitled to a refund.

If a holiday of equivalent standard cannot be offered to you, you may accept a holiday of a lower standard plus the difference in price between the original holiday and that offered as an alternative or you have the right to withdraw from the contract and receive a refund of all sums paid by you in respect of the holiday. For the avoidance of doubt no compensation is offered to you in such circumstances nor will it be payable by us.

Due to the constantly evolving nature of the Covid-19 crisis, we might need to change or withdraw some advertised accommodation facilities and resort services so we can keep everyone safe and operate within French laws. Wherever we can, we will let you know about this in advance, but sometimes it might be at very short notice. We will not be able to provide you with any compensation in respect of such changes. In such circumstances if you wish to cancel you will not be entitled to a refund.

There are no circumstances (including our negligence) in which we are liable for any consequential losses whatsoever such as (but not limited to) losses of holiday entitlement, loss of earnings, or the cost of inward flights or other transport or activity arrangements.

If you book your holiday and a booking confirmation is sent, we will not retrospectively refund you if we subsequently alter our prices on advertising a special offer.

To clarify, in the event we are unable to perform our contractual obligations due to circumstances amounting to force majeure (see below – ‘Events Beyond Our Control’ section), this will not be regarded as an alteration by us and we will not be liable to pay any losses, damages, costs or expenses incurred by you as a result of any such change or non-performance of our contractual obligation, nor will you be entitled to a refund. You are reminded to purchase adequate travel insurance to cover such eventualities.

13. Brexit, the Transition Period, and the Potential Impact on Your Booking

It is possible from the time of making your booking until you travel that elements of your holiday booked through us may be impacted by the UK ceasing to be a member state of the European Union (“Brexit”).

The introduction of new laws, or existing laws ceasing to apply, due to Brexit, may restrict or prevent our ability to provide some elements of your holiday. This could include a potential inability for us to rely on the free movement of workers and, in particular, the Posted Workers Directive to employ resort staff (namely Managers/Reps, Chalet Chefs/Hosts) in France.

In the event that changes in the law due to Brexit prevent us from providing certain services that make up your holiday, we will endeavour to provide suitable alternative products and services. Should this prove impossible we will offer a partial refund for the specific elements of your arrangements that we are unable to provide.

Provided that we seek reasonable alternative products and services or reimburse any products or services that we are unable to provide, we shall have no further liability to you for non-delivery of certain aspects of your holiday or booked arrangements as a result of Brexit.

However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.

It should also be noted that Brexit may also have an impact on your ability to travel and to take part in your booked arrangements. This could include, but is not limited to, the need to acquire a visa to visit your destination country or the need to purchase additional insurance or to apply for a new UK EHIC or GHIC card to meet your needs if your European Health Insurance scheme (EHIC) expires. Any new obligations imposed on you as a result of Brexit are entirely your responsibility.

For the avoidance of doubt, it remains at all times your responsibility to comply with any additional obligations that may be imposed on you as a result of Brexit, in order to fulfil your booking with us.

If there is an inconsistency between the provisions of this clause and any other provision of this agreement, the provisions of this clause shall prevail.

14. Check-In/Check-Out

Our check-in time is from 16:00 to 23:59 on your arrival date.

We will request confirmation of your time of arrival at the time your final payment is settled. Our chalets will be manned until 21:00 on changeover day, so please ensure that we are clearly advised well in advance if you are due to arrive after 21:00 so that we can make arrangements for your check-in.

If you arrive by 21:00, you will be offered the full dinner service on that evening. If you arrive after 21:00, the main course and dessert will be plated up for you, ready to be heated up when you arrive.

If you are arriving after 09:00 but before 16:00, we may be able to store your luggage in the chalet garage if you wish to make the most of the quiet changeover day on the slopes. We will also endeavour to arrange for your ski passes and discounted equipment hire to be available as soon as practical.

Please note, we cannot guarantee the chalets will be ready until 16:00 on the day of your arrival. If your chalet is ready in advance of this time, you are welcome to check-in earlier.

Checkout is 09:00 on your departure day, we need you to vacate the chalet promptly in order to allow us to change the chalet over before the next guest’s check-in at 16:00.

15. Discounts for children

As detailed on our website, children 13 years of age and under will be eligible for a discount.

16. Lift Passes and Discounted Ski/Snowboard Hire

In partnership with our suppliers, we are pleased to be able to offer you lift passes for collection upon arrival and discounted ski/snowboard hire. Such extras can be booked and purchased at any time 24 hours after your accommodation booking deposit has been paid and your booking confirmed.

You should note that the contract in such circumstances is between you and the third-party supplier on that suppliers’ terms and conditions. We are not a party to that contract and cannot make nor will we be liable for making any refunds on any costs incurred nor for any other loss or damage incurred by you or your party for any reason whatsoever.

You should therefore ensure that your travel insurance is adequate to cover any losses you may incur as a result of circumstances beyond the third-party suppliers’ control, including, but not limited to, bad weather resulting in closed lifts.

17. Accurate description

We endeavour to ensure that all the information and prices displayed on our website are accurate. However, occasionally changes and errors occur, and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.

We strive to ensure the accuracy of the descriptions shown however we are not always able to control all the components of the holiday arrangements and it is possible that an advertised facility may be withdrawn or changed.

18. Internet access

In many mountain resorts, signal strength is limited throughout the resort, not just in individual properties. Speeds are not as we are used to in most urban environments in the UK. Where advertised, our chalets are equipped with free Wi-Fi, however, we cannot guarantee a continuous and uninterrupted internet connection as this is outside of our control. You will not be advised in advance if this facility is removed, and we cannot offer refunds or compensation if the internet is not functioning or the Wi-Fi is not available for any reason. Please note the Wi-Fi provided is not sufficient for streaming or downloading documents and files.

19. Smoking

All of our chalets and premises are non-smoking areas including the bedrooms, bathrooms, and in the hot tubs, but guests are permitted to smoke on the balconies.

20. Your behaviour

Please remember that you can stay in shared accommodation with others who are also on their winter vacation (this includes our staff). We reserve the right, in our reasonable opinion, to refuse to accept you as a customer or to continue to deal with you if your behaviour affects or threatens in any way our other customers, or is threatening, disruptive or abusive to our staff (this includes in writing and over the phone).

21. Chalet Staff

Like you, our chalet staff are here to enjoy the snow, and they will look after you to the best of their abilities during your stay with us, but please remember they are not full-time professional staff.

Staff in chalets have at least one day off per week. On this day, breakfast and afternoon tea will be laid out for you, but an evening meal will not be served. Our staff will be pleased to make restaurant recommendations and given notice they will also be able to arrange a reservation for you.

22. Lost Property

Whilst we will do everything possible to help you locate your lost property, we cannot guarantee the recovery of lost items. If (after your departure) we are able to locate your lost property and arrange for its return to you, we will ask that you pay the costs of doing so in advance. Where transit is arranged by us, we cannot be held responsible for loss of or damage to your lost property whilst in transit.

23. Complaints

We want you to have the best holiday possible but occasionally, despite our greatest efforts, even the best-laid plans can go wrong. In the unlikely event of something being not to your liking, our wish is to resolve it as quickly and amicably as possible and therefore we ask that you advise the resort manager at Chalet Chardons about any issue you may have immediately. We have found that problems are most often and most easily resolved on the spot. Failing to notify us immediately may affect your rights under this contract, as we will have been deprived of the opportunity to investigate and rectify your issue at the time of its occurrence.

We do not automatically follow up a report made to us on site, as in most cases these are resolved. However, if you are still dissatisfied, we ask that you write to us within 28 days of your departure date to complaints@chaletchardons.com with full details and where necessary evidence of your complaint.

24. Early/Late Season

At the beginning and/or end of the season, some facilities in resort such as lifts, shuttle bus services, saunas, ice rinks, and swimming pools may not be operational, due to many differing factors. Resorts may also be undertaking building works at this time, and often we are not made aware of their start and finish times. Such providers often make decisions on the spot without informing us. However, where we do know of any change of this kind we will do our utmost to let you know as soon as possible.

25. Passports and Visas

Your specific passport and visa requirements, and any other immigration requirements, are your responsibility and you should confirm these with the relevant embassies/consulates before travel and possibly before booking. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa, or immigration requirements. Please bear in mind requirements could change after Brexit and during the transition period, and it is therefore your responsibility to ensure you have the necessary documentation to fulfil your booking with us.

26. Your Safety

The safety and well-being of our guests is of paramount importance to us. All our properties are required to meet local regulations and we continually strive to improve hygiene and safety standards in all our chalets. Please note that even in European countries, regulations may not match those in the UK, which are some of the most stringent in the world. In ski resorts particularly, many buildings are made of timber, often without separate fire escapes. We strongly advise that you and your party familiarise yourself with your accommodation, safety procedures and location of fire extinguishers immediately on arrival.

27. Your Health Requirements

If your EHIC (European Health Insurance Card) has expired since 1st January 2021, then you should obtain a GHIC (Global Health Insurance Card) by visiting https://www.ghic.org.uk/Internet/startApplication.do prior to arrival (certain people will be eligible to receiving a new UK EHIC card). This will allow you to receive reciprocal UK health benefits in France.

In the event of illness during your holiday it is your responsibility to pay all doctor’s fees, hospital expenses and repatriation expenses and we shall not be liable for any refund, either partial or total, of costs incurred by you. While the existence of the EHIC and GHIC schemes is not an alternative to obtaining adequate travel insurance, the alterations made to the schemes after Brexit may mean that a greater level of travel insurance is required and so you should take this into account when purchasing travel insurance for you and your party.

All guests are reminded that they are required to hold valid winter sports holiday insurance for their stay.

28. Your data protection

We are committed to protecting your privacy. We may disclose details such as your name, contact details, travel preferences and special needs or diets that you have supplied to us in relation to you and your traveling companions to our suppliers for the purposes of providing you with our or their services. Only the information necessary for these purposes will be supplied to them. We do not provide any information or our mailing list to any other company.

Please note that security regulations may require us to provide government agencies access to data you disclose to us.

29. Events out of our control

In circumstances where the performance or prompt performance of our contractual obligations is prevented by strikes, riots, political unrest, hostilities, war, terrorist activity and its consequences or the threat of such activity, the act of any government or other national or local authority, industrial disputes, fire, flood, tornadoes, hurricanes, avalanches, natural or nuclear disasters, pandemics, epidemics, technical problems with accommodation, transportation problems, airport/port closures, adverse weather conditions or any other event beyond our or our third party suppliers’ immediate control, we will not be liable to you for any loss, damage, costs or expenses incurred by you or your party.

We understand many insurance policies will now exclude Covid-19 related cancellations. We have therefore provided additional flexible booking conditions within these Terms & Conditions to cover the situation should you not be able to fulfil your holiday booking in specific circumstances relating to a resurgence of Covid-19. For further details of the exact terms that will apply in a Covid-19 situation, please see clause 10 above.

You are reminded to take out adequate travel insurance to cover such eventualities.

30. Refund Credit Note Terms

The following terms will apply to any refund credit notes issued by us:

Refund credit notes will be valid for 24 months from date of issue (referred to below as the validity period).
The value of the refund credit note will be deducted from the total value of your new booking with us. The remaining balance, if any, must be paid by you as per our normal Terms of Booking applicable at the time your new booking is made as detailed on our website which your new booking will be subject to.
If there is any credit remaining after the redemption of the refund credit note, this can be used to pay for future bookings, provided these are still within the refund credit note validity period. Using part of the refund credit note will not change the original refund credit note validity period, unless expressly agreed by us in writing.
Any balance that remains on the refund credit note after the refund credit note validity period has ended will no longer be available for use, unless otherwise agreed by us in writing.
Credit notes may only be redeemed against the cost of accommodation, and cannot be used to pay for extras, such as ski passes and equipment rental.
All refund credit notes are non-refundable.
Refund credit notes may not be redeemed or transferred for cash at any time.
We reserve the right to refuse redemption of refund credit notes and request alternative forms of payment if a refund credit note is fraudulently obtained or used.
As soon as a refund credit note is redeemed towards a booking it is classed as a balance payment and is subject to our normal terms and conditions of booking. Therefore, if the new booking towards which the credit note was redeemed is cancelled under circumstances which do not entitle a credit note or refund to be issued, then this value will be lost.
Refund Credit Notes will be issued to be redeemed against a future stay with Chalet Chardons in any of our properties, and it does not guarantee you a stay in the same chalet as originally booked. Our failure to accommodate you in the original chalet booked is not grounds for a refund.

31. Legal

We do not make guarantees and/or representations, express or implied, as to the accuracy or validity of the information contained on our website. We also do not make guarantees and/or representations as to the nature or standard or otherwise of the services offered on or through this site. We do not accept responsibility for an indirect or consequential loss of any kind in the contract, misdemeanour or otherwise resulting from:

Your use or dependence on any content available on or via this site
Any lack of access or delay in access to this site
Performance or non-performance of all services by us.

Our liability for direct loss (except for personal injury or death) will be limited to a maximum of the price of the product or service to which the claim relates. If any of the aforementioned limitations and exclusions, in whole or in part, are found to be illegal, null or void or for any other unworkable reason, this exclusion or part of it is considered to be separable and does not affect the validity or applicability of the other exclusions or parts of it in question.

Consent