Please find booking terms for Mountain Heaven Ltd here.
Prior to making a booking with Mountain Heaven please read our booking terms below.
1. Deposits and Bookings
No contract shall exist between the client, which expression shall include all persons on whose behalf the client books, and Mountain Heaven Limited (hereinafter called Mountain Heaven) until a Booking Form signed by the client and a deposit has been received and confirmed in writing by Mountain Heaven. Deposits are not refundable unless we are unable to accept your booking.
2. Payment of the Balance
Payment of the balance due must be made no later than 10 weeks before the departure date . For bookings within 10 weeks of the departure date the total costs of the accommodation is immediately payable. In all cases Mountain Heaven reserves the right to cancel the holiday arrangements, without any obligation to refund or make alternative arrangements, where the client fails to make payments as stipulated.
We will endeavour to maintain the prices indicated/agreed however we reserve the right to vary the price of the accommodation,food, transfers and other services provided if our costs are increased by over 2%. The Exchange rate used to calculate all 2021/22 prices was €1.15 to the £ and so if this reduces by over 2% we reserve the right to add a surcharge to your booking to cover our increased costs. In addition we will pass on any direct costs incurred in full due to any changes in government legislation.
4. Financial Security
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for [member name and number], and in the event of their insolvency, protection is provided for the following:
- Non-flight packages and
- Flight inclusive packages that commence outside of the EEA, which are sold to customers outside of the EEA; and
- Accommodation only bookings;
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made outside the EEA are only protected by ABTOT when purchased directly with [member name].
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call ABTOT’s 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access the The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents
Please note that none of our holidays fall under PTR 2018 regulations as we do not provide flights and when a transfer is included transfers are not deemed to be part of a package under the regulations
5. Alteration or Cancellation by Mountain Heaven
Due to circumstances beyond our control it may be necessary to make alterations to confirmed bookings. If this is necessary we will inform the party leader as soon as possible. In most cases these changes will be minor in nature and do not significantly alter the accommodation and service provided.
In the unlikely event of Mountain Heaven making a major alteration or cancelling the accommodation, Mountain Heaven shall offer the client a choice of accommodation from the brochure/web site (where the price is less Mountain Heaven will refund the difference) or alternatively offer a full refund.
6. Cancellation by the Client
Cancellation shall take effect only when written notification from the person signing the booking form is received by Mountain Heaven. Cancellation fees shall be levied according to the period by which cancellation precedes departure and are expressed by a percentage of the total accommodation price as follows: loss of deposit - up to 57 days before departure, 35% if 56 days – 43 days before departure, 55% if 42 – 29 days before departure, 75% if 28 – 15 days before departure and 100% if 14 days or less before departure.
7. Alteration by the Client
You may change your booking up to 14 days before departure by transferring it to another person if you are unavoidably prevented from travelling, and the transferee meets any conditions which may apply to the accommodation and agrees to the terms of the booking agreement. The right to transfer is subject to the payment of an administrative fee of £25. Should you wish to make any other amendments to your confirmed booking you must notify Mountain Heaven as soon as possible in writing. We will do our utmost to accommodate your requests but this may not always be possible. Where it is possible we will charge you an amendment fee of £25 plus any costs incurred by Mountain Heaven or charges or costs incurred or imposed by our suppliers.
Mountain Heaven cannot accept any responsibility for any problems or delays with regard to the clients personal travel arrangements. Clients are fully responsible for the provision of all necessary valid documents e.g. Passports or Visas together with any legal requirements for Covid 19 entry eg Double Vaccination etc.
9. Damage by and Behaviour of the Client
Mountain Heaven shall be entitled to recover from the client the amount of all claims made against Mountain Heaven in respect of any damage caused by the client to the accommodation or other property. The client undertakes to conduct him/herself in an orderly fashion and not to disrupt the enjoyment of others in the accommodation with the client or to prejudice Mountain Heavens reputation with the owners of the accommodation or its suppliers. The client undertakes to comply with all local regulations in respect to the accommodation and these are clearly displayed in the entrances of all the chalets. We reserve the right at our discretion to terminate without notice and liability the accommodation of any person we deem to be acting inappropriately.
For self catered holidays in France Details of a valid credit card will be taken on arrival at the property in resort as security against damage, loss, breakages and additional cleaning charges. These details will be kept for the duration of your stay and by you agreeing to these T & Cs, you are agreeing to allow Mountain Heaven Ltd to charge that card in the event of any damages, losses, breakages or additional cleaning charges.
Mountain Heaven Ltd will endeavour to deal with any discrepancy during your stay. In the event that damage to one of our properties is not brought to our attention during this period, and is learned of after your departure, we will contact you within 72 hours of leaving the property to confirm additional charges to be processed.
For Self Catered holidays in Switzerland you must provide your card details to the UK office at least 7 days before your holiday starts.
In our catered chalets any loss or damage, where-so-ever or howsoever caused, arising by the Group Leader, or members of the group, to vehicles, property, grounds and outbuildings owned by or managed by Mountain Heaven Ltd must be paid for in full . This is payable by the Group Leader, on behalf of the group, irrespective of which person was responsible before you leave the resort, if its not paid and you are on one of oure transfers the transfers will be cancelled until the full amount is paid
It is a condition that you and your party obtain suitable Travel Insurance, from a reputable provider, which must at least include the following: -
- Emergency Medical Expenses including, amongst other costs; ambulance charges and repatriation
- Cancellation of your trip or Curtailment cutting short your trip
- Personal Liability to include, amongst other liabilities; damage caused by your (or your party’s) negligence to the property in which you are staying and may not include a clause which restricts actions being taken against a travelling companion other than family and must include contractual liability of the party leader for the actions of his party
- Travel and transfer delays which must include amongst other costs; additional costs incurred in the event of a delay
- The policy must include the activities you are likely to do and in particular skiing and snowboarding on and off piste with or without a guide
- The policy must cover the period from the date of booking to the last day of your trip and may not have a clause allowing the insurer to cancel the policy nor vary the terms usually following medical reasons unless there has been individual underwriting with specific terms.
In the event that you fail to obtain suitable Travel Insurance we shall not be liable for any costs incurred or claims made against us due to your failure to comply with this term.
11. Force Majeure
We regret that we cannot accept liability or pay any compensation or refund any monies paid where the performance or prompt performance of our contractual obligations is prevented or affected by “force majeure”. Such events may include war, threat of war, riot, civil strife, actual or threatened terrorist activity, natural or nuclear disaster, pandemics, adverse weather conditions (including snow), fire and all similar events outside our control.
12. Length of Stay
The client is entitled to occupy the property only between 5pm on the agreed date of arrival and must leave by 10am on the agreed date of departure.
13.1. We promise to make sure that all parts of the accommodation we have agreed to arrange, perform or provide as part of our contract with you are performed or provided with reasonable skill and care.
13. 2. We accept responsibility for death, injury or illness caused by negligent acts and /or omissions of our employees and suppliers. When we talk about negligent acts this means failure by ourselves, or our suppliers whilst acting to use reasonable skill and care in performing or providing the service in question. It is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim.
13.3. We will also accept no liability for death or injury caused by any equipment provided in the accommodation in respect for infants and children such as cots, high chairs, stools etc. It is the responsibility of the client to ensure that these items are of adequate quality and construction. If there are any concerns these must be reported on the day of arrival to our representatives and the items must not be used.
13.4. We will also accept no liability for death or injury caused by any equipment provided by the owners of the accommodation in respect for infants and children such as cots, high chairs, stools etc. It is the responsibility of the client to ensure that these items are of adequate quality and construction. If there are any concerns these must be reported on the day of arrival to our representatives and the items must not be used. We are acting only as agents for the purchase of lift passes, ski equipment, rail travel and outsourced transfers and as such any complaints or issues regarding such services and equipment must be made to the actual suppliers and not Mountain Heaven Ltd.
13.5. Where you book excursions or make further arrangements before departure or in the resort and make payments directly to the relevant suppliers Mountain Heaven accepts no liability for any failure in such arrangement or any death or personal injury which you may suffer.
14. Baggage of the Client
All baggage and personal possessions remain at all times and in all circumstances at the owners risk except where Mountain Heaven has proved to be negligent.
15. Complaints by the Client
Should you have any cause for complaint whilst in the accommodation, our local representatives must be immediately advised of your dissatisfaction so that remedial action, where possible, can be taken without delay. If you wish to pursue a claim against us, written notice must be given to us no later than 28 days after the end of your accommodation.
16. Our Brochure and Web Descriptions
We have taken great care in the printing and production of our physical and web brochures and any accompanying literature but regret that we cannot be held responsible for circumstances beyond our control e.g. maintenance work to or breakdown of lift systems, adverse weather conditions, alterations to the furnishings of properties made by the owners, nor guarantee the workings of equipment such as televisions, etc. If any changes become apparent which we believe will materially affect the enjoyment of the accommodation then we will notify the party leader immediately it is brought to our attention.
The information and prices shown in our brochure/web may have changed by the time you come to book your accommodation. Whilst every effort is made to ensure the accuracy of the brochure and prices at the time of printing/production regrettably errors do occasionally occur. You must therefore ensure you check all details of your accommodation (including the price) at the time of booking.
17. General Conditions
Mountain Heaven does not accept pets in any of the accommodation and there is also a no smoking policy in all of the accommodation. Clients may only smoke on external balconies and terraces. Additionally skis and snowboards must be kept in the ski lockers and must not be brought into any of the apartments or left on balconies. We reserve the right to consider any guests failing to comply with these conditions as likely to cause damage and will be subject to clause 9.
18. Use of hot tubs, saunas etc.
When using such equipment you are required to note the instructions given verbally by our staff and adults are fully responsible for ensuring that all children are not placed in any danger whatsoever. Children under 16 must be directly supervised by adults if using any such equipment and no children under 16 must use the sauna
19. Chalet Facilities
All of our Hot-tubs, saunas and WIFI connections are covered by contracts. However in the event of their failure all efforts will be made to ensure continuous provision of these services. However no down-time of any of the above will constitute any refunds if circumstances are outside our contract means or ability. In addition the speed of the WiFi connections in the Alps is very poor compared to the UK and so it is unlikely that you will be able to all stream or download films or large documents etc. If WiFi is important to you we strongly suggest that you have an alternative connection e.g. a 4G connection as we cannot guarantee the speed or availability of our connections.
These conditions and any contract to which they apply are governed in all respects by English Law.
21. Mountain Heaven Ltd Covid 19 Guarantee
The following terms and conditions are supplementary to and do not replace the general terms and conditions and are in place as a temporary measure for the 2021/22 ski season only
21a: If the resort or country you are due to go to closes due to Covid 19 and/or if the UK Government (or the Government of the country you are travelling from) introduces a travel ban and/or there is travel advisory in place up to the day before you travel and the Government advises against all but essential travel due to Covid 19 (e.g. in the UK if the FCO advises against all but essential travel) and/or the country you are travelling to / from imposes a mandatory quarantine for more than 24 hours upon arrival for ALL guests that are booked on the holiday with us then you will receive a 100% refund (or credit note if the customer requests this) on the monies paid directly to Mountain Heaven Ltd i.e. deposits, final payments or any extras you may have purchased directly from us. Note that official statements must have been published to announce these closures/restrictions.
Note : For all booking and final /other payments made from the 9th October 2020 onwards the 100% refund will only apply to payments made by bank transfer, for all card payments a full refund will be made less a 2% administration fee this is due to the fees we have to pay to the credit card company. All payments made to us are financially protected.
This guarantee is valid up to the day before travel however there will be no full or part refund should you decide to leave or cancel/curtail your holiday part way through your stay if the country you are travelling to or your home/return countries advice changes part way through your stay and you decide or are forced to leave once you have arrived in the resort or you do not travel/arrive on the expected day of your arrival.
The final payment date will be temporarily changed whilst there is a Covid 19 pandemic from 10 weeks before your holiday to 7 weeks before you holiday for all bookings made up to the 19th September 2021 and aftre this date the final paymnet reverts back to 10 weeks before your holiday. If payment in full has not been received by us by the due date, Mountain Heaven Ltd will cancel the booking and retain the deposit paid and in this case no refund or credit note will be due.
Please note that we do not cover the costs of any Covid 19 tests that you may require to get into any of the countres that we operate in or if you have to have a test to get back into the UK. In addition if you cannot travel/gain entry to a country as you have declinded or been unable to have a vaccination/double vaccination then this Covid 19 gurantee is not valid and no refunds will be due.
The location shall be deemed to be that of the main named person who booked the holiday and we cannot cover part refunds for individuals in the party who may be coming from different countries and it does not apply to part refunds for individuals in the group who may have to quarantine on arrival or may be declinded entry to the country in which you are travelling to/from.
21b If you develop symptoms of COVID 19 whilst on holiday and decide to self-isolate or are required to self-isolate, Mountain Heaven Ltd does not accept liability or responsibility to provide you with accommodation beyond your contracted holiday dates and you will be liable for the full cost of any extended stay at the advertised price for the full chalet that you are staying in.
21c Mountain Heaven Ltd will not accept any liability or responsibility to issue refunds or credit vouchers and will not pay any other compensation in the event that:
- YOU cancel your holiday or YOU decide not to travel because of Covid 19 or you cannot travel due to events beyond the control of Mountain Heaven Ltd (but there are no controls in place that would warrant a refund according to our guarantee). This includes where your travel provider (e.g. Flights, Trains, Ferry, Eurotunnel etc.) are unable to accept you or cancels you booking Or if you have not fulfilled the entry requirements to the country where you are travelling to eg vaccination requirements etc.
- You are showing symptoms of Covid 19 and /or you are self-isolating before travelling due to COVID 19
- There is a local lockdown in parts of the country you are travelling from
21d We will however provide a refund where the day before your actual arrival date one of the following is imposed:
- The FCO advises against travel (including non-essential travel) to your destination;
- You are required to quarantine for over 24 hours upon arrival to your destination or upon return from your holiday due to the laws and regulations of the relevant Government note this does not cover individuals in a group booking
- The chalet you have booked with us has been forced to close due the laws and regulations of the relevant Government/Local authority in that country due to Covid 19. However we have the right to move you to an alternative chalet in the same resort with accommodation of similar or higher standard to that booked if one is available. If we are unable to offer an alternative chalet we will refund you 100% of monies paid directly to us
- The resort you are going to has been forced to close due the laws and regulations of the relevant Government/local authority due to Covid 19; however we have the right to change your resort with accommodation of similar or higher standard to that booked if the other resorts are open that we operate in. However ff we are unable to offer an alternative chalet we will refund you 100% of monies paid directly to us
- The destination you are travelling to has closed its borders or is otherwise denying entry to visitors.
The refund is only applicable to monies paid directly to Mountain Haven Ltd. There will be no refund from Mountain Heaven Ltd to any thirds parties that you may have booked services or travel with this includes flights, ferries, Eurotunnel, train tickets, ski lessons, ski passes, ski equipment, transfers etc. You will be required to approach those companies for a refund or credit note.