Terms and Conditions for the Tignes Chalet Company

Terms from 16th September 2020 onwards (for Terms that were in use for older bookings before 16th September 2020 please click here)

These Booking Conditions, together with our Privacy Policy and where your single service booking is booked via our website at www.thetigneschaletcompany.com, our Website Terms of Use, together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with The Tignes Chalet Company Ltd, a company registered in England and Wales with company number: 06601944 and registered office address of 58 Torkington Road, Gatley, Stockport, Greater Manchester, England, SK8 4PW (“we”, “us”, “our”, “The TCC”). Please read them carefully as they set out our respective rights and obligations. In these Booking 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, the first named person on the booking agrees on behalf of all persons detailed on the booking that:

1. he/she has read these Booking Conditions and has the authority to and does agree to be bound by them;

2. he/she consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);

3. he/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;

4. he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

The TCC is not a “Package Organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018 (PTRs). The TCC does not sell Packages or Linked Travel Arrangements under the PTRs, The TCC offers for sale single service travel arrangements only, which are only available to be booked and purchased on an individual basis.

Where you have booked additional services in destination, such as ski hire or ski lessons, such booking will be subject to separate terms and conditions and your booking may be with the independent third party service provider of the additional service and will not be with The TCC.

1. Booking & Paying For Your Arrangements

A booking is made with us when you have:

  • a) you have agreed to these Booking Conditions;
  • b) you have paid us a Booking Fee (or full payment if you are otherwise booking within 8 weeks of departure); and
  • c) we issue you with a booking confirmation.

  • Payments can be made using internet banking or by debit or credit card. Where requested, card payments may also be made over the phone. We reserve the right to return your Booking Fee and decline to issue a booking confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation that will confirm the details of your booking and will be sent to you or your travel agent.

    Upon receipt, if you believe that any details on your booking confirmation or any other document are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out.

    The balance of the cost of your arrangements (including any applicable surcharge) is due not less than 8 weeks prior to scheduled departure. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case we shall retain your Booking Fee.

    2. Accuracy

    We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices, star ratings, possible minor transfer times (see clause 12) and other details in such circumstances. You must check the current price and all other details relating to the travel arrangements that you wish to book before you make your booking.

    3. Prices

    We reserve the right to amend advertised prices at any time, in particular those listed on our website. We also reserve the right to correct errors in both advertised and confirmed prices. You must check the price of your chosen travel arrangements at the time of booking.

    4. Insurance

    Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers winter sports and all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. 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.

    Where necessary, your insurance policy must include provisions, covering you for (but not limited to) the following situations:

  • a) From the 1st January 2021, you should take out medical /health cover due to the uncertainty of Brexit and the possibility that your European Health Insurance Card (EHIC) will become invalid;
  • b) Where you have been diagnosed with Covid-19 before departure and are no longer able to travel;
  • c) Where you have been in contact with someone that has been diagnosed with Covid-19 and need to self-isolate;
  • d) Where you have been contacted by NHS Track and Trace and you are required to self-isolate;
  • e) You have been diagnosed during your stay or have otherwise came in contract with someone who has been diagnosed and you are now required to self-isolate. Your insurance policy should cover you for repatriation where necessary, emergency medical expenses abroad and additional costs of accommodation and/or transport if you need to self-isolate whilst abroad.
  • f) You live in a place that has imposed lockdown restrictions and you no longer feel as if you can travel; and

  • g) The hotel or destination you are travelling to have imposed lockdown restrictions.
  • 5. Events Beyond Our Control

    Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by Events Beyond Our Control. For the purpose of these Booking Conditions, this means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination, global epidemics or pandemics, or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including any port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport, traffic congestion/restrictions and all similar events our or the supplier(s) concerned’s control.

    Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include 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 and will advise our guests as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, any such changes would be treated as Events Beyond Our Control, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.

    6. Special Requests

    Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel / chalet, catering, inclusive minor transfer, early check in / late check out etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your booking confirmation or any other documentation is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings that are conditional upon any special request being met.

    7. Accommodation

    Kitchen: The use of Chalet Kitchen is strictly limited to The TCC staff members. Guests are prohibited from using the Chalet Kitchen at all times.

    Smoking: There is a strictly no smoking policy in all accommodation.

    Internet Wi-Fi and Sky Freeview TV: We provide these services free of charge and so we try our best to ensure that the Wi-Fi and Sky Freeview TV are available at all times, however, Internet Wi-Fi and Sky Freeview TV cannot be guaranteed during your stay. We cannot guarantee the availability or reliability of an internet, television or satellite service and there are not liable in the event of any disruption to the same. Although we will try our best to correct the problem, we cannot provide alternative options or provide any refund.

    Catering: Accommodation bookings may be catered or self-catered. Where catering is provided, catering is intrinsically part of the accommodation.

    Cleaning: If provided, cleaning services are intrinsically part of the accommodation.

    TCC Staff: TCC staff, including Resort Representatives and Chalet Hosts, may be present during your stay in order to provide you with certain services, such as catering and cleaning.

    Failure to meet any accommodation details listed in this clause will not be a breach of contract on our part unless the accommodation service has been specifically confirmed by us. Very rarely, we may be forced by Events Beyond Our Control (see clause 5) to change or cancel the accommodation services in this clause, before or after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.

    8. Disabilities and Medical Problems

    We are not a specialist disabled holiday company but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your holiday, please provide us with full details before your booking is confirmed so that we can try to advise you as to the suitability of your chosen arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate in your chosen arrangements.

    Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.

    9. Visa, Passport and Health Requirements

    It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.

    Where necessary, for European holidays prior to 31.12.2020 you should obtain a completed and issued form EHIC prior to departure. After this date, appropriate medical cover / insurance is mandatory.

    Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.gov.uk/travelaware.

    Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling,

    We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

    10. Your Behaviour

    All our guests are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion or in the opinion of any hotel / chalet manager or host, Resort Representative or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other guests or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel / chalet manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.

    We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

    Please note: we will monitor and implement any additional Covid guidance or laws issued by local or national government in relation to the safe and effective delivery of services. We reserve the right to remove you from chalets should you not adhere to such guidance.

    11. Conditions of Suppliers

    Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

    12. Airport / Train Station Minor Transfer Arrangements

    If available, you may have the choice to add a minor transfer to your single service arrangement booking, departing from your arrival airport or train station and arriving at your chosen hotel / chalet. Such minor transfer is intrinsically part of your arrangements and will be provided free of charge where you have made an accommodation booking with us. If you would like to add a minor transfer to your booking, please contact us at info@alpinesherpa.com and we will be able to reserve a minor transfer slot for you. You will be required to complete a Transfer Detail Form for such arrangements. Possible transfer times will be made available on our website. All minor transfers are subject to availability.

    Where your incoming flight, trains or other transport is delayed for more than 30 minutes, we will make every effort possible to hold the minor transfer, but there is no guarantee to keep your minor transfer slot. In these circumstances, where flights are excessively delayed, we or the minor transfer supplier may continue without you and you will lose your minor transfer slot. We accept no responsibility for any delays or losses suffered in relation to minor transfers, as a result of Events Beyond Our Control (see clause 5).

    13. Excursions, Skiing, Snowboarding

    Excursions, skiing, snowboarding or other tours that you may choose to book or pay for whilst you are on holiday are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. Although we may recommend certain suppliers to you (e.g. ski hire, ski lessons), we are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

    14. Cutting Your Arrangements Short

    If you are forced to return home early, we cannot refund the cost of any arrangements you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

    15. If You Transfer Your Bookings

    If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:

    a. that person is introduced by you and satisfies all the conditions applicable to the arrangements;

    b. we are notified not less than 10 days before departure;

    c. you pay any outstanding balance payment, an amendment fee of £30 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and

    d. the transferee agrees to these booking conditions and all other terms of the contract between us.

    You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 16 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for customers not travelling or for unused services.

    16. If You Change or Cancel Your Booking


    If you wish to change any part of your booking after our booking confirmation has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of £30 per person per change, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you.

    Note: Certain single service arrangements may not be changeable after confirmation and any alteration may result in a cancellation charge of 100%.


    If you, or any member of your party, decides to cancel your booking after it has been confirmed, the first named person on the booking must email us at info@thetigneschaletcompany.com. Your notice of cancellation will only take effect when it is received in writing by us and will be effective from the date on which we receive it. Should one or more member of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase.

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

    Period before departure date within which notification is received - Cancellation Charge

  • More than 8 weeks - Loss of Booking Fee
  • Between 6 and 8 weeks - Loss of Booking Fee and 40% of the cost of the balance of your arrangements
  • Between 4 and 6 weeks - Loss of Booking Fee and 60% of the cost of the balance of your arrangements
  • Less than 4 weeks - Loss of Booking Fee and 100% of the cost of the balance of your arrangements
  • Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% for that part of the arrangements in addition to the charges above.

    Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.

    17. If We Change or Cancel Your Booking

    We may in certain circumstances be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation. Very rarely, we may be forced by Events Beyond Our Control (see clause 5) to change or cancel your travel service(s) after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.

    18. Complaints

    We make every effort to ensure that your arrangements run smoothly but if you do have a problem during your holiday, please inform your resort representative or chalet host immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact +44 7522 520 507.

    If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at our office, ideally within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.

    Please note that we offer an Alternative Dispute Resolution service through our ABTA membership, as per clause 23.

    19. Our Responsibilities For Your Booking

    (1) Subject to the remainder of this clause, we have a duty to either select the suppliers of the services making up your booking with us with reasonable skill and care (where we use the services of third party suppliers to provide your booking) or to provide the services you have booked with reasonable skill and care (where we are performing those services). We have no liability to you except in cases where it is proved that we have breached that duty and damage to you has been caused.

    (2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

  • (a) the act(s) and/or omission(s) of the person(s) affected; or
  • (b) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
  • (c) unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
  • (d) an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
  • (3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:

  • (a) loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.
  • (b) Claims not falling under (a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is twice the price paid by you in total. This maximum will only be payable where everything has gone wrong and you have not received any benefit at all from your booking.
  • (4) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

    (5) Where any payment is made, the person(s) availability (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

    (6) Please note, we cannot accept any liability for any damage, loss of expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you: or (b) relate to any business.

    (7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

    20. Law and Jurisdiction

    These Booking Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction over any dispute, claim or other matter which may arise between us (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

    21. Foreign Office Advice

    You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Events Beyond Our Control. (See clause 5).

    22. Financial Protection

    We provide full financial protection for our single service chalets and apartment arrangements by way of a bond held by ABTA Ltd, The Travel Association 30 Park Street London SE1 9EQ www.abta.com.

    23. ABTA

    We are a Member of ABTA, membership number Y6403. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

    Foreign Travel Advice
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