Holiday Terms & Conditions

  • 1. Payments and Confirmation of your Winter Holiday

    To make a booking with Première Neige, or any of our subsidiary brands (Première Summer & Première Vélo) the client should send the appropriate non-refundable deposit payment, as detailed in the initial holiday quotation. You will then be notified by email of the balance owing which is due 10 weeks before your arrival. For bookings made within 10 weeks of arrival, the full amount of your holiday is payable to confirm your booking. The party lead shall be liable for full payment for all those clients to whom the booking form applies and for any other person subsequently added to the booking. Payments can be made by UK or French cheques payable to “Première Neige”, by BACS transfers or by credit card, debit card or American Express. Payments made by credit or debit card for Euros transactions will use the rates corresponding to those displayed on website on the date of the transaction. We cannot be held responsible for additional charges made by your credit card company. A contract between Première Neige and a client will exist once Première Neige has confirmed the booking via email and after the client’s initial payment has been cleared.

  • 2. Deposits for your holiday

    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 holidays (minimum £300/week) to confirm your booking. The deposit of the holiday is payable at the time of booking and is not refunded under any circumstances save for Paragraph 5.

    A damage deposit is required on arrival in resort 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. Alteration of a holiday by the client

    Amendments or alterations to a booking must be made in writing 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.

  • 4. Alteration of a holiday by Premiere Neige

    Should any significant alteration to any holiday for which a booking has been made become necessary, the client shall be informed promptly, including a detrimental swing in the Sterling/ Euro exchange rate below £1/1.05 Euros. The client shall be offered the choice of accepting the alteration, or a full refund of monies paid, provided that the client has not yet arrived in resort.

    A ‘significant alteration’ does not include closure of the lifts or pistes in Sainte Foy; Première Neige does not accept responsibility for the decisions or actions of the Sainte Foy lift organisation. 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, the client shall be offered the choice of refund or acceptance of the alteration to the holiday booked.

    It is the responsiblity of The Client to ensure that they have appropriate insurance cover in the unlikely event of cancellation or curtailment of a holiday due to lift or piste closure. Première Neige shall have no obligation, financial or otherwise, to compensate The Client, or to arrange alternative accommodation in such circumstances.

  • 5. Cancellation of a holiday by Premiere Neige

    If through circumstances beyond our control, Première Neige is forced to cancel your booking, the client may elect for a full refund; accept a holiday in equivalent or superior accommodation from us if such accommodation is available; or accept a holiday in accommodation of a lower standard to that booked together with a refund of the difference in price from us if such accommodation is available.

    Circumstances beyond Première Neige’s control do not include events amounting to “force majeure”. Force majeure means unusual and unforeseen events such as war, threat of war, riot, terrorism, natural disasters, fire, technical problems or accidents with airports, ports or transport, inclement weather or governmental action. 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. Première Neige shall have no responsibility or legal liability to compensate the client for loss of opportunity to take up the holiday.

  • 6. Cancellation of a holiday by the client

    A cancellation by a client 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.

    If cancellation is made and received more than 10 weeks pre-arrival, only the deposit payment will be forfeited.

    Within 10 weeks of arrival, the holiday balance shall automatically become payable in full.

    After the 10 week final payment deadline, if cancellation is made more than 6 weeks before arrival, a refund of 50% of the full balance paid will be made; between 3-6 weeks pre-arrival, a refund of 15% of the full balance paid will be made.

    If the balance of a holiday is not paid by the due date, Première Neige reserves the right to treat this as a cancellation. No refunds can be made for any cancellations made and received less than 3 weeks (21 days) prior to arrival.

    We recommend that you ensure that your insurance policy covers you against irrecoverable cancellation costs.

    The above applies only to the holiday account and not additional activities or in-resort. These will be refunded in full where possible based on the individual circumstances.

  • 7. Personal Injury

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

  • 8. Liability of the client

    All clients undertake to behave with propriety and in such a manner as to cause no damage, distress, danger or annoyance to other clients, property and/or any third party. The contract of any client in breach of this clause shall be terminated immediately and Première Neige shall have no further contractual obligations. We reserve the right to recover from the client the cost of any repairs or replacements following any unreasonable damage caused by the client. Credit card details will be required on check-in for this purpose and to cover the cost of any services booked during the clients’ 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 cancel the holiday forthwith and eject the client 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.

  • 9. Liability of Premiere Neige

    Première Neige accepts no responsibility for the actions of any of its clients and shall not be held liable for any claims made against them (or as a result of their actions) either by other clients or third parties. Where you do not suffer personal injury or death, Première Neige’s liability is limited to the invoiced holiday costs and in no circumstances extends to additional costs incurred in the taking of the holiday 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.

  • 10. Insurance

    It is a condition of booking that all clients have appropriate insurance at the time of booking. This insurance must cover all activities chosen during their stay with Première Neige and cover public liability, property damage to the chalet and its contents and cancellation of the holiday.

  • 11. Services provided by Third Parties

    Bookings for extra services, such as taxis, ski lessons, massages, ski hire and childcare made on your behalf by Première Neige are subject to the terms and conditions laid down by the provider of the service and additional terms which may be laid down by Première Neige. Première Neige does not warrant the standard or performance of any extra services. 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. Premiere Neige is not liable for any third party services and your contract is directly with the external supplier.

  • 12. Jurisdiction

    These terms and conditions and the contract to which they apply shall be governed by Scots Law and shall be subject to the non-exclusive jurisdiction of the Scottish courts.

    If difficulty arises during your holiday 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 holiday. No liability can be accepted for any complaint not advised timeously in writing to Première Neige Ltd.

  • 13. Use of Premiere Neige WiFi & Satellite Television

    • 13.1 Our Obligations
      In accommodation where WiFi and/or satellite 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.
    • 13.2 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.
    • 13.3 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 this agreement, 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.
    • 13.4 Additional Exclusions
      Without prejudice to the generality of Paragraph 14.3 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
    • access or attempt to access the internet via connecting directly to the phone line – connection should only be made via the router provided
    • 13.5 Breach of the Agreement
      We shall investigate any suspected breach of the agreement 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.
    • 13.6 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 Paragraph 4 is without prejudice to your statutory and other rights as a consumer.
    • 13.7 Liability
      Nothing in this agreement shall exclude or limit your or our liability for death or personal injury.
    • 13.7.1
      Subject to Paragraph 14.1, we shall not be liable to you in contract, tort or otherwise arising in connection with this agreement for any economic losses (including, without limitation, loss of revenues, profits, contracts, business or anticipated savings), any loss of goodwill or reputation, any special, indirect or consequential losses or any destruction or loss of data.
    • 13.7.2
      If any part of the service is not available to you through no fault on our part or where the failure, suspension or withdrawal of the Service is beyond our reasonable control, we shall not be obliged to pay any compensation to you.
    • 13.7.3
      You will indemnify us against all and any losses or claims arising from any breach of the agreement by you, and against any claims or legal proceedings arising from your use of the service which are brought or threatened against us by another person.
    • 13.8 General
    • 13.8.1
      We reserve the right to amend this agreement at any time.
    • 13.8.2
      You acknowledge and agree that all intellectual property rights (including, but not limited to copyrights (including rights in software), trademarks, database rights, patents and inventions) in and relating to the Service are owned by us and our licensors or contractors. Nothing in this agreement operates to transfer any such intellectual property rights to you.
    • 13.8.3
      We reserve the right to assign or sub-contract any of our rights and obligations under this agreement without notice to you.
    • 13.8.4
      If any provision of this agreement is found to be unenforceable by a court of competent jurisdiction, the other provisions will nevertheless remain in full force and effect.
    • 13.8.5
      These terms and conditions and the contract to which they apply shall be governed by Scots Law and shall be subject to the non-exclusive jurisdiction of the Scottish courts.


  • 14. 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 the responsibility of The Client to inform Première Neige of their intention to travel with their pet, and have this agreed in writing prior to arrival.

    The Client shall accept full responsibility for their pet whilst in Première Neige accommodation, and accepts that they will be liable for any damage to the property or its contents, any extra cleaning required, as a result of the behaviour of their pet during their stay.

  • 15. Taxe de Sejour

    Taxe de Séjour – is a local tourism tax charged across France by the local commune. It is payable by the client and is not the responsibility of Premiere 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 before they start their holiday.

  • 16. 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 holiday 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.
    • 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.

Join our newsletter – be the first to receive our special offers and snow news
Sign me up