Holiday Booking Terms & Conditions 2020/2021

Booking Terms & Conditions July 13th 2020

In these Booking Terms & Conditions, references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. By making a booking, you agree on behalf of all persons detailed on the booking that: they have read these Booking Terms & Conditions and have the authority to and do agree to be bound by them; and you accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

  • 1. Payments and Confirmation of Your Chalet or Apartment Accommodation

    To make a booking with Première Neige, or any of our subsidiary brands (Première Summer & Première Vélo, Premiere Escapes) you should send the appropriate non-refundable deposit payment, as detailed in the booking quotation. You will then be notified by confirmation email of the balance owing, which is due 6 weeks before your arrival. For bookings made within 6 weeks of arrival, the full amount of the price is payable to confirm your booking. The party lead shall be liable for full payment for all those party members included in the booking and for any other person subsequently added to the booking. Payments can be made by BACS transfers to our UK account. Our accommodation is priced in Sterling but if you wish to pay by Credit or debit card this will be processed In Euros. Please contact our sales team for details. We will use the exchange rate corresponding to those displayed on on the date of each transaction. We cannot be held responsible for any additional charges made by your bank for any international bank charges. The full amount must arrive in our account.

    A contract between you and Première Neige will exist once Première Neige has confirmed your booking via email and after we have received your deposit payment or for bookings made within 10 weeks of arrival- the full payment, has been cleared.

    All balances paid after the due date specified on the invoice will be subject to a 2% late payment administration charge. Should the balance continue to remain unpaid, we reserve the right to cancel the booking and levy cancellation charges as laid out below. (See clause 7)

  • 2. Deposits

    For bookings made more than 10 weeks before your arrival, a non-refundable deposit of 25% of the total accommodation price is required on self-catered and catered chalets (minimum £300/week) to reserve your booking. The deposit is payable at the time of booking and except otherwise expressly agreed, is not refundable.

    A damage deposit in the form of pre-authorisation on your Credit card is required pre-arrival for your chalet or apartment. It shall be returned in full provided the property is left in a good order, with no damage or missing or broken items on departure.

  • 3. Insurance

    It is a condition of our contract that you arrange appropriate and full insurance cover. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses, repatriation in the event of accident or illness and to the extent such insurance is commercially available, Covid-19 or any disease caused by a new strain of coronavirus. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

  • 4. Alteration of a booking by you

    If you wish to make any amendment or alteration to a booking, you must make such request in writing via email to Première Neige or the relevant agent, from the person who signed the booking form originally. You will be advised of any changes in costs that might occur as a result.

  • 5. Alteration of a booking by Premiere Neige

    Should any significant alteration to any confirmed booking become necessary, we shall inform you promptly, including a detrimental swing in the Sterling/ Euro exchange rate below £1/1.05 Euros .You shall be offered the choice of accepting the alteration, or a full refund of monies paid, provided you have not yet arrived in resort. This does not include any new procedures advised by Government bodies due to the recent Covid 19 pandemic.

    Première Neige will endeavour to keep their website accurate and up to date at all times, however, should such alteration be required as a result of a technical error, online pricing error or similar, you shall be offered the choice of refund or acceptance of the alteration to the booking.

  • 6. Circumstances Outside of Our Control – Force Majeure

    Circumstances Outside of Our Control means any circumstance not within our reasonable control including, without limitation: (i) acts of God, flood, drought, earthquake or other natural disaster; (ii) epidemic or pandemic; Covid-19 or any disease caused by a new strain of coronavirus; significant risks to human health such as the outbreak of serious disease; (iii) terrorist attack, civil war, civil commotion or riots; war; threat of or preparation for war; armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations; (iv) nuclear, chemical or biological contamination or sonic boom; (v) any act, law or action taken by, or any guidance issued by, a government or other national or local public authority, public health authority or other national or local authority including port or river authorities; and (vi) collapse of buildings, fire, explosion or accident.

    This is also applicable to the cancellation of Ski Safaris or transfers where the roads have been damaged, closed or deemed unsafe by local authorities; or vehicles unavailable or unsafe.

    Brexit Implications: please note that there could be unforeseeable consequences to our business due to employment regulations and certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include Visa requirements, an unavailability of certain flight routes, access to certain ports and airports etc. Please rest assured that this is something we will continue to monitor. However, since this is something which is completely unprecedented and outside of our control we will not be held liable or cover any costs involved in the alteration to any travel costs or visa requirements.

    If through Circumstances Outside of Our Control, Première Neige is prevented, hindered or delayed in or from performing any of its obligations under these Booking Terms & Conditions it shall not be in breach of these Booking Terms & Conditions or otherwise liable for any such failure or delay in the performance of its obligations.

    Première Neige will, as soon as reasonably practicable after the start of the Circumstance(s) Outside of Our Control, notify you of the event and the effect on its ability to perform any of its obligations under these Booking Terms & Conditions. If due to Circumstance(s) Outside of Our Control Première Neige is forced to cancel your booking, you may elect to: (a) accept an equivalent or superior accommodation from us (if such accommodation is available); or (b) accept an accommodation of a lower standard to that booked together with a refund of the difference in price from us (if such accommodation is available); or (c) accept a credit voucher in the total sum of all monies already paid to us for your holiday, by you; or (d) request a refund of monies paid minus the non-refundable deposit. We shall have no other liability to you or any of your party for any of your travel plans whatsoever.

  • 7. Cancellation of a Booking by You

    A cancellation request by you will only be confirmed once notification has been received in writing by Première Neige. This can be via email, or recorded mail to our Edinburgh office.

    Since we incur costs in cancelling your arrangements, you will have to pay the cancellation charges as follows:

Period before departure in which you notify usCancellation Charge
More than 40 daysdeposit only (25%)
More than 30 days40% of holiday cost
More than 21 days60% of holiday cost
More than 15 days80% of holiday cost
Less than 15 days100% of holiday cost

(This is based on a 100% of the holiday accommodation already having been paid in full and the % amount stated above is the amount you forfeit.)

If the balance of the holiday is not paid by you on or before the due date, Première Neige reserves the right to treat this as a cancellation of the booking by you and the cancellation charges outlined in this Condition 7 shall apply. We recommend that you ensure that your insurance policy covers you against irrecoverable cancellation costs.

The above applies only to the booking of chalet accommodation and not to additional services or in-resort activities which may be booked via Première Neige as an Agent and which will be subject to the terms & conditions of the third party provider.

  • 8. Personal Injury

    Première Neige accepts responsibility for negligence of its employees causing direct physical injury to you only to the extent that it is obliged to do so by law.

  • 9. Your liability

    You, on behalf of yourself and each member of your party undertake to behave with propriety and in such a manner as to cause no damage, distress, danger or annoyance to other guests, property and/or any third party. If you breach of this condition 9, your contract with Première Neige shall terminate immediately and Première Neige shall have no further contractual obligations.

    We reserve the right to recover from you the cost of any repairs or replacements following any unreasonable damage caused by you. Credit card details will be required on check-in for this purpose and to cover the cost of any services booked during your stay. In circumstances reasonably deemed by Première Neige to be extreme, including significant damage, significant antisocial behaviour or illegal activities; Première Neige reserves the right to terminate your contract forthwith and eject you from our properties without compensation. Our staff are providing a service, and have the right to work without fear or threat of violence or intimidation – in such cases, we will not hesitate to impose these same sanctions.

  • 10. Liability of Première Neige

    Première Neige accepts no responsibility for your actions and shall not be held liable for any claims made against you (or as a result of your actions) either by other guests or third parties.

    Where you do not suffer personal injury or death, Première Neige’s liability is limited to the invoiced costs and in no circumstances extends to additional costs incurred such as travel costs, ski hire or ski school/guides. N.B We are not an “organiser” as defined by the Package Travel, Package Holidays and Package Tours Regulations 1992 (“the Package Holiday Regulations”) and do not accept liability under the Package Holiday Regulations or otherwise for the provision of services provided by third parties whether or not booked by us on behalf of any member of the chalet party.

    Première Neige cannot be held responsible for any other mishap to yourself or to your property and in particular for the consequences of the effects of strikes, wars, acts of terrorism, riots, robbery, sickness, quarantine, government intervention or other such happenings. We strongly advise that you take out appropriate insurance at the time of booking.

  • 11. Services provided by Third Parties

    Bookings for extra services, such as taxis, ski lessons, massages, ski hire and childcare made as agent on your behalf by Première Neige are subject to the terms and conditions of the provider of the service and additional terms which may be laid down by Première Neige. Première Neige does not warrant or have any responsibility for the standard or performance of any extra services, which are the responsibility of the third party provider. You take full responsibility for satisfying yourself as to the quality and the provider’s ability to execute the services in advance and will address any grievance about the extra services by approaching the respective provider(s) directly. Première Neige is not liable for any third party services and your contract is directly with the external supplier.

  • 12. Complaints

    If difficulty arises during your stay you should advise a resort manager of the Première Neige staff who will endeavour to resolve the difficulty. Should this not be possible, complaints should be addressed to The Directors, Première Neige Ltd, 30/1 Annandale Street Lane, Edinburgh, EH7 4LS, not later than 14 days from the end of your stay. No liability can be accepted for any complaint not advised timeously in writing to Première Neige Ltd.

  • 13. Jurisdiction

    These terms and conditions and the contract to which they apply shall be governed by UK Law and shall be subject to the non-exclusive jurisdiction of the English Courts.

  • 14. Severance

    If any provision or part-provision of these Booking Terms & Conditions is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of these Booking Terms & Conditions.

  • 15. Passports

    All Clients must be in possession of a valid passport along with all necessary visas and permits to allow entry into either France or Switzerland.

  • 16. Health requirements

    For up-to-date UK Government Health & Safety advice, please visit the following websites: Foreign and Commonwealth Office, Public Health England and The Travel National Health Network Centre or contact your own GP.

  • 17. Use of Premiere Neige WiFi & Satellite Television

    • 17.1 Our Obligations
      In accommodation where WiFi and/or satellite freeview Television are available, we will make all reasonable endeavours to ensure that this free service is available 24 hours a day; however we will not be liable if for any reason the service is not available at any time or for any period. Broadband coverage in the Alps can be, and often is unreliable. Access to the service may be suspended at any time. If you require any assistance in relation to the service, you should contact our Concierge on FR: +33 (0) 4 79 06 30 55.
    • 17.2 Your Obligations
      You will keep confidential any access codes or passwords provided to you in order to access the service, and will not disclose them to any other person for any reason. You will be responsible for any loss that arises from you losing, misusing or otherwise disclosing any such access codes or passwords. If you lose any such access codes or passwords, you should contact Concierge on FR: +33(0) 4 79 06 30 55 immediately.
    • 17.3 Fair Usage
      The service is intended to allow you to access the internet in order to use, amongst other things, the worldwide web, e-mail, Skype, messaging services and chatrooms. You undertake to us that your behaviour while using the service will be lawful, honest and proper. Without prejudice to any other provision of these Terms & Conditions, we may terminate your use of the service at any time without notice if we become aware of any behaviour that has a negative impact on our equipment or network or the use by other customers of our equipment or network or the internet in general, or which damages, or has the potential to damage, our reputation or standing.
    • 17.4 Additional Exclusions
      Without prejudice to the generality of Paragraph 17.3 above, you may not:
    • use the service for any illegal purpose
    • access or attempt to access the service provided to any other customer
    • use the service in such a manner as to host a web or other server, send or facilitate the sending of bulk e-mail or collect third party personal data without appropriate consent
    • resell, or attempt to resell, the service to any third party
    • use the phone line to make telephone calls; or
    • access or attempt to access the internet via connecting directly to the phone line – connection should only be made via the router provided
    • 17.5 Breach of these Terms & Conditions
      We shall investigate any suspected breach of this Condition 15 by you, and reserve the right to take such action as we, in our sole discretion deem appropriate, including suspension or withdrawal of the service with immediate effect and without notice to you.
    • 17.6 Disclaimer
      You acknowledge that your use of the service is at your own risk. The service is provided on an “as available” basis, and to the fullest extent permitted by law, we hereby exclude all and any warranties or conditions of any kind, whether express or implied, in respect of the service and any content or data obtained or downloaded from it. Without prejudice to the foregoing generality:
    • we do not warrant that the service will be uninterrupted, timely, secure or error-free at all times or will meet your requirements; and
    • we are not responsible for the security, integrity, accuracy or completeness of any information that you transmit or receive while using the service.
    • The disclaimer under this Condition 17.6 is without prejudice to your statutory and other rights as a consumer.
  • 18. Pets

    Pets shall not be permitted in any Première Neige property, with the exception of those properties which are specifically identified as ‘Dog-Friendly’. In such cases, it is your responsibility to inform Première Neige of any intention to travel with a pet, and have this agreed in writing prior to arrival.

    You shall accept full responsibility for your pet whilst in Première Neige accommodation, and accept that you will be liable for any damage to the property or its contents, any extra cleaning required, as a result of the behaviour of your pet during your stay. Pets must not be left alone in the property for any extended period.

  • 19. Taxe de Sejour

    Taxe de Séjour – is a local tourism tax charged across France by the local commune. It is payable by you and is not the responsibility of Première Neige to pay.

    At present this is charged at the rate of 1€ per person per night and applies only to adults over the age of 18 years. It is up to the guests to inform us of any persons in their group under the age of 18.

    Première Neige are legally obliged to collect this on behalf of the Mayor’s office for all guests of qualifying age that are staying in Sainte Foy. It must be paid on or before arrival.

  • 20. Hot-Tubs

    We understand that having a hot tub in your property is a really special touch to your holiday experience and adds that little bit of extra indulgence to your break. We want you to have pleasurable experience relaxing under the stars and enjoying the company of friends and family. For your (and your guests safety), it is essential to understand and adhere to the advice and guidelines for proper use as outlined below:

    • The hot tub must never be switched off at the mains. Only authorised maintenance personnel are authorised to control the mains power.
    • Hot tub cleanliness is paramount. For your own safety it is essential that the water is kept clean as failure to do so results in the water balance changing which seriously diminishes the effectiveness of the sanitising chemicals. Our authorised maintenance personnel will check the chemical balance of the hot tub periodically to monitor the levels of micro bacteria. This may be up to 3 times a day (dependent on usage) to check the water balance and quality. Water balance/chemicals will be adjusted as necessary and results recorded. This procedure is a safety requirement for hot tubs in properties and ensures that the chemical balance of the water remains continuously safe for your enjoyment throughout your stay.
    • If upon inspection the hot tub is found to be dirty due to misuse, it may be necessary to for us to empty the hot tub and switch it off.  If upon inspection the hot tub needs to be cleaned and/or refilled be aware that it can take up to 48 hours for the pool to reheat.
    • If the hot tub is out of action due to misuse or mechanical failure there shall be no compensation payable to the client.
    • People with infectious diseases should not use the hot tub.
    • The use of alcohol, drugs or medication before or during the hot tub may lead to drowning.
    • People on medication should always consult their doctor before using the tub.
    • People who are pregnant, obese, have heart conditions, blood pressure problems, circulatory problems, skin conditions or diabetes should always consult their doctor before using the tub.
    • Do not use the tub immediately after strenuous exercise.
    • Prolonged use of the hot tub can lead to hyperthermia. This is a dangerous condition when the internal body temperature exceeds 37 degrees. Symptoms may include failure to perceive impending hazard, failure to perceive heat, failure to recognise need to leave the tub, unconsciousness and drowning.
    • Do not open the electrical box of the hot tub.
    • Do not drink the water, or allow the water to enter your mouth.
    Guidelines for Proper use of the hot-tub

    The hot tub has been provided for you to enjoy in comfort and provide a relaxing experience whilst you stay with us. However for your safety and enjoyment there are guidelines for the proper use of the hot tub that must be adhered to by all guests. This is an important health and safety legal requirement for Hot tubs used in a commercial environment. You must adhere to the guidelines set out below. Failure to do so could result in injury or death and Première Neige accepts no liability, due to loss or injury in relation to inappropriate behaviour, or misuse whilst in or around the confines of the hot tub. There are a few simple rules to follow so you can enjoy the tub throughout your stay.


    Guests must shower and use the toilet before entering the hot tub. Fake tan will stain and dirty the hot tub, requiring us to empty the hot tub and switch it off. This will incur a cost.

    Do not use any soaps or detergents of any type in the hot tub, this will result in it having to be shut down, emptied and refilled. This will incur a cost. Appropriate swimwear should be worn at all times, naked bathing is not permitted.

    Proper Use

    The hot tub is quite deep so for caution there should always be a minimum of 2 people in the hot tub in case of an emergency. Keep all loose articles of clothing and jewellery away from the rotating jets. Test the water with your hand before entering to make sure it is a comfortable temperature. Guests should never submerge their head in the water. Hot tub water is not suitable to be in or near your mouth and should never be consumed. It is your responsibility to instruct any children of this advice. Do not jump into the hot tub, nor stand on or jump on the lid. Be aware that surfaces in and around the hot tub may be slippery with water or ice.

    Food & Drink

    Never take glass into the hot tub, plastic glasses are provided. Any glass broken in or around the tub needs to be reported immediately.

    Children & Pregnancy

    Risk to children – Extreme caution must be exercised to prevent unauthorised access by under age children. The hot tub cover must remain closed at all times unless a responsible adult is present.  Instruct your children to shower and visit the toilet prior to use of the tub and inform them to keep their heads out of the water (especially mouth and ears). Use extreme caution with all children wishing to use the hot tub, they are prone to overheating and this can be very dangerous.

    Children MUST be supervised at all times.

To see the Terms & Conditions for last winter season (2019/2020) please click here.
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