Terms and conditions of sale
Package travel, accommodation, rental of accommodation and other services (hereinafter the "Services") available on the website www.travelski.com ("Website") are offered to non-professional customers ("Customer (s)") by:
TRAVELFACTORY SAS, a company incorporated under French law, with a capital of €127,915.80
Head office: 92-98 Boulevard Victor Hugo, 92110 Clichy, France
Contact tel. in the UK: 0800 260 5082; e-mail: firstname.lastname@example.org
Intra-Community VAT number: FR 16 414520254, APE Code 7911Z
Trade register Nanterre number: 414 520 254
Registered in France as a travel agency and tour operator under number IM 092110042 (Register of Opérateurs de Voyages et de Séjours)
Financial guarantee with: L’Association Professionnelle de Solidarité du Tourisme, 15 Avenue Carnot, 75017 Paris
Member of the Syndicat National des Agences de Voyages, 15, Place du Général Catroux, 75017 Paris
Insurer Professional liability: Allianz IARD 1 cours Michelet CS 30051 92076 Paris La Défense Cedex for physical, material and immaterial damage resulting from the professional activity, for an amount of €20,000,000 per claim and per insurance year, policy no. 86 351 239 (geographical cover: world excluding USA).
ARTICLE 1. PRECONTRACTUAL INFORMATION / GENERAL TERMS AND CONDITIONS OF SALE
1.1 Pre-contractual information
The Customer is informed that they can purchase the Services offered on the Website, as a separate travel service or as a tourist package tour, and enjoy the corresponding rights as listed in the form that is accessible before payment and that is also shown in Article 18 of this general terms and conditions (hereinafter the 'AVV'). It is emphasized that the information on the Website and the summary of the Order, supplemented with this GTC, together constitute the prior information as provided for in article R211-4 of the French Tourism Code. As a result, the Client acknowledges that the pre-contractual information from the Package Travel Directive and all information mentioned in Article R.211-4 of the French Tourism Code, prior to placing their Order and concluding the agreement, are clearly and comprehensibly been notified, and in particular the following information:
• Destination, essential characteristics, tourist category of accommodation,
• Total price of the trip and payment methods,
• Cancellation conditions,
• Services and meals included with the trip,
• The possibility to conclude an insurance contract that in certain cases covers cancellation costs.
Every Order of Services made at TRAVELFACTORY implies the acceptance of this GTC, which the Customer acknowledges and explicitly accepts. These GTC are effective from September 15, 2021 and apply for the entire period that they are online on the Website www.travelski.com. They can be changed and / or supplemented at any time
TRAVELFACTORY. It is emphasized that the applicable GTC are the GTC in force at the time of the Order. For this AVV, 'tourist package tour' within the meaning of Article L 211-2 of the French Tourism Code means the combination of at least two different types of travel services for the same trip or the same holiday stay, with a duration of more than 24 hours and in which an overnight stay is if these services:
1. have been combined by TRAVELFACTORY before a unique agreement has been concluded for all these services;
2. are purchased at a single point of sale and selected before the traveller accepts to pay;
3. are proposed, sold or invoiced at an all-inclusive price or a total price;
4. are announced or sold under the name "package tour" or a similar name.
ARTICLE 2. PRICE / ORDER
2.1 Quotation / Order
The Customer can make their reservation or have their quote made at TRAVELFACTORY:
• on the Website www.uk.travelski.com, or
• by telephone at the call center on 0800 260 5082 from Monday to Friday from 8am to 7pm, on Saturday from 9am to 6:30pm. and on Sundays from 9am to 5pm. All timings are GMT.
Only the reservations of Services whose availability has been confirmed by TRAVELFACTORY and the payment has been made by the Customer are final (hereinafter the "Order (s)"). Requests for quotations are not binding on TRAVELFACTORY and are not a guarantee for the availability of the Services for the Customer. A payment must follow the Order in accordance with Article 3. The sales agreement is then a fact.
2.2 Placing the Order
The Client is requested to fill in his e-mail address for each reservation and, if necessary, identify themselves by means of a form with which they create a personal client account. In accordance with the provisions of Article 1127-2 of the French Civil Code, the Client has the option to check the details of their reservation and the total price thereof, and where necessary to correct errors before confirming the reservation confirming their acceptance. To make the Order final, the Customer must take note of the mandatory pre-contractual information and the GTC, accept this by ticking the appropriate box and paying in accordance with the payment methods provided for in Article 3. TRAVELFACTORY are required to send a copy of the pre-contractual information to the Customer as provided for in article L.221-5 of the French Consumer Code and in article R211-4 of the French Tourism Code, and of the AVV. Once the Customer has agreed to the Order in accordance with the provided conditions, the Customer pays remotely in accordance with the payment methods provided for in Article 3.
The Services offered on the Website are available and can be reserved. However, it is emphasized that some Services are available in small quantities and managed in real time. As a result, a Service indicated as ‘available’ may become ‘unavailable’ if multiple Customers order it on the Website at the same time. The first Customer who places a reservation is given priority. If TRAVELFACTORY is unable to fulfill an Order because the Service is not available, the Customer will be informed of this by e-mail or telephone within 48 hours of placing the Order. The follow-up is managed in accordance with Article 6.1.
2.4 Confirmation of the Order
Within two (2) hours after payment of the Order, the Client will receive confirmation of the Order by e-mail. All essential elements of the Order are repeated in the confirmation e-mail, such as the details of the supplier of the reserved Services, price, quantity, date and duration of the stay. The confirmation of the Order is the electronic proof of the sales agreement agreed between TRAVELFACTORY and the Customer. The confirmation email includes:
• the receipt,
• the travel documents and voucher (s) that correspond to the purchased Services.
In the absence of a confirmation email sent by TRAVELFACTORY, the reservation has not been processed. In all cases, the Customer must ensure that they have received the confirmation e-mail. Otherwise contact the call center: 0800 260 5082. The Customer is obliged to print the travel documents, namely the voucher(s), in order to be able to show them in exchange for the various Services. The confirmation e-mail of the Order received by the Customer is proof of the complete transaction in accordance with the provisions of French law No. 2000-230 of March 13, 2000 and is the only legal document in the event of a dispute.
ARTICLE 3. PRICE AND PAYMENT
All prices are expressed in pounds and include taxes (VAT). The price only includes the Services that are explicitly stated in the Order.
Local charges such as city/tourism tax is not included in the price shown and must be paid on arrival of the Customer at the accommodation. These costs must be paid upon arrival where appropriate and usually in local currency (EUR). The amount of the residence tax varies per municipality. The tourist tax is calculated per person and per night. In general, and unless otherwise specified, the price does not include: insurance, parking costs, accommodation tax, excess baggage, excursions, personal costs and all services not mentioned in the travel description.
3.2 File costs
For each Order, a booking fee of £13,38 for an online Order and £20 for a telephone Order will be charged. These costs can vary depending on the advertising campaigns. The amount that is applicable is always stated on the quotation before the sales agreement is concluded and on the Order.
3.3 Review of prices
In accordance with the provisions of art. L211-12 of the French Tourism Code, TRAVELFACTORY reserves the right to raise or lower prices after concluding the agreement due to significant variations of:
• the levies and taxes relating to the services offered, such as landing rights, departure or arrival taxes in ports and at airports,
• the costs for passenger transport resulting from fuel costs and other energy costs, the level of taxes or levies on the travel services included in the agreement,
• the exchange rates applied to the trip or stay, if applicable.
Even then, TRAVELFACTORY will absorb an amount equal to 2% of your holiday price before passing on any surcharge to the Customer. Only amounts in excess of this 2% will be surcharged. A revision of the price upwards is sent to the Customer per printed copy, with the justification and the calculation thereof, no later than twenty (20) days before departure. In the event of a price increase of more than 8% of the total price, the Customer can cancel the Order free of charge, provided that this is done within 72 hours after the revised price has been communicated by TRAVELFACTORY. In the absence of this, the cancellation costs provided for in Article 5.1 may be applied.
3.4 Promotional codes
The Customer is informed that service providers / accommodation holders can have promotional codes for the Customer. Only promotional codes that were submitted when placing the Order are taken into account.
3.5 Payment methods
For Orders for travel with a departure date within 30 days, payment of the full Order is required. For Orders for travel with a departure date after more than 30 days, the Order only becomes definitive after a deposit of 10% of the total amount. The remainder must be paid no later than 35 days before departure. The collection of payment by TRAVELFACTORY is a condition for processing the Order. The payment is only considered to be settled after receipt of the amounts due in the secure payment system of TRAVELFACTORY. The following applies: when paying by bank card or credit card - if the payment has been confirmed by the payment center; when paying by bank transfer - if the money is in the TRAVELFACTORY account. If bank details have been provided by the Customer as a guarantee for a payment method, the payment of the amount can be made with this if the said payment method cannot be used to collect the amount within the specified period.
3.6 Means of payment
A deposit for an Order of Services can only be paid with a bank card or credit card. The remainder of the Order is automatically paid by debit card or credit card. If a payment incident occurs with the bank card or credit card, the Customer can transfer the remainder according to the payment methods listed below.
3.6.1 Payment by bank card or credit card
Subject to statements to the contrary to the Order, only debit or credit cards from VISA and EUROCARD / MASTERCARD / AMERICAN EXPRESS are accepted. To make the payment, the Customer must enter the 15 or 16 digits of the pass, the expiry date, as well as the 3 or 4 digits of the security code. For Remote Orders, the Customer receives the proof of payment by e-mail within two (2) hours after the transaction.
3.6.2 Payment by bank transfer
In the event that the automatic payment of the remainder of the Order by bank card is refused, the Customer will receive a reminder email stating that the payment must be made within 72 hours. If payment has not been made within the aforementioned period, TRAVELFACTORY reserves the right to cancel the Order without any other formality and holds the deposit already paid as cancellation costs that are calculated in accordance with Article 5.3. If the amount withheld is not sufficient, the remainder will be demanded by a suitable amicable or judicial procedure.
For Orders placed more than 21 days before departure, the Customer can pay the remainder by bank transfer. The transfer must be made to the account of TRAVELFACTORY: BIC code: CCBPFRPPMTG • IBAN code FR76 1020 7001 1320 2175 2880 530. For a transfer the following should be stated: Order number, name associated with the Order and name of the person making the transfer. A transfer without the above information will not be processed. The transfer costs will be borne by the Customer. When paying the remainder of the Order less than 21 days before departure, a penalty for late payment of £30 can always be applied.
3.7 Security of payments / fraud prevention
The electronic payments made in the context of the Orders by telephone via the call center or online on the Website are secured (SYSTEMPAY by Banque Popular Rives de Paris) by using an encryption system that guarantees the confidentiality and security of the data. As part of the TRAVELFACTORY anti-fraud policy, the company reserves the right to ask Clients for each payment method: a copy of an identity card / passport, a copy of the bank card, the telephone number and a time when the Customer can be reached, the details of the bank that manages the bank card or account and all additional information with which the payment can be secured. If information like the above is refused, TRAVELFACTORY reserves the right to cancel the Order and to keep the amounts already paid as cancellation costs, calculated in accordance with Article 5.1.
The Client receives his invoice by e-mail two (2) days after the end of the stay. For specific requests regarding the invoice (special mention or changes) £15 processing costs will be charged.
ARTICLE 4. NO RIGHT OF WITHDRAWALFor distance purchases (on the Website or by telephone), the French Consumer Code provides for a withdrawal period of fourteen (14) days from receipt of the Order confirmation email. However, in accordance with the provisions of Article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for distance purchases of services such as 'accommodation, transport, restaurants, leisure activities' ordered as a package or separately for a fixed date or period. As a result, the Customer is not entitled to a withdrawal period for Orders for Services offered by TRAVELFACTORY.
ARTICLE 5. CHANGE AND CANCELLATION AT CUSTOMER'S INITIATIVE
5.1 Change before departure
Requests for modification of an Order must be sent in writing to TRAVELFACTORY at the following address: TRAVELFACTORY SAS / Annulation, 92-98 Boulevard Victor Hugo, 92110 Clichy, France or by e-mail: email@example.com. The following are considered to be changes: written requests from the Customer to change the date, holiday home, apartment, hotel, resort with the same service providers / accommodation holders. Requests for changes to the Order are only made subject to availability and payment of the change costs listed below that the service providers / accommodation holders charge to implement a change. The Client gives prior permission for the change costs calculated by the service providers / accommodation holders. For TRAVELFACTORY a change gives rise to the following costs:
• £15 for a file of less than £300
• £30 costs for a file between £301 and £599
• £50 costs for a file between £600 and £1799
• £80 for a file of £1800 or more.
No changes can be made less than 24 hours before the departure date.
5.2 Change after departure
No refund will be made for a stay that is interrupted or shortened or for a Service that the Client does not use, for reasons for which TRAVELFACTORY is not liable. If a Customer does not show up at the holiday residence, he will be invoiced for 100% of the total amount of the Order including options. If insurance is concluded which covers interruption or cancellation of the stay after departure, the Client must comply with the provisions of the applicable insurance policy.
5.3 Cancellation before departure
In accordance with the provisions of Article L211-14-I of the French Tourism Code, the Customer may cancel his Order in whole or in part by sending a request by registered letter with acknowledgment of receipt to the following address: TRAVELFACTORY SAS / Annulation, 92-98 Boulevard Victor Hugo, 92110 Clichy, France. The date of receipt of the letter is used as the cancellation date. Cancellation requests must be accompanied by the bank details of the person in whose name the Order is placed. With a cancellation at least the following costs will be deducted:
• more than 60 days before departure: 25% of the price of the Order
• between 60 and 30 days before departure: 50% of the price of the Order
• between 29 and 15 days: 75% of the price of the Order
• less than 14 days before departure or in case of no show: 100% of the price of the Order.
TRAVELFACTORY reimburses the amounts paid by the Customer after deduction of the cancellation costs, processing costs and, if applicable, the insurance contribution, as quickly as possible and at the latest within fourteen (14) days after the cancellation of the Order.
N.B.: Special conditions for detached houses or chalets:
• Cancellation 35 days or more before departure: 30% of the total amount for the stay is due and must be paid immediately.
• Cancellation less than 35 days before departure: cancellation costs of 100% of the amount of the file will be deducted.
• If the reservation of a chalet is cancelled, the 30% deposit will not be refunded, even if cancelled more than 60 days before departure. In no case can these amounts be used for another stay.
ARTICLE 6. CHANGE AND CANCELLATION AT INITIATIVE OF TRAVEL FACTORY
6.1 Change before departure
In accordance with the provisions of Article L.211-13 of the French Tourism Code, TRAVELFACTORY reserves the right to unilaterally change the conditions for the performance of the Services prior to departure. TRAVELFACTORY informs the Client about minor changes. The Customer cannot claim compensation for minor changes made by TRAVELFACTORY. If, in accordance with Article R.211-9 of the French Tourism Code, TRAVELFACTORY is forced to change one of the essential elements of the Order or if it cannot meet previously accepted special requirements of the Customer, TRAVELFACTORY will provide the Customer with clear and comprehensible means messages:
• about the changes made and, if applicable, their consequences for the price of the trip / stay,
• about the period within which the Customer must answer TRAVELFACTORY about his choice,
• about the conditions for free cancellation in the event of refusal of the changes made. The Client has the right to refuse the proposed change and to receive the full price paid within a maximum of fourteen (14) days after the cancellation of the Order. If the Customer accepts the changes to the trip, a new order confirmation will be sent to him with all necessary information.
If TRAVELFACTORY is forced to cancel the trip / stay, he will inform the Client of this as soon as possible. In accordance with Article R211-10 of the French Tourism Code, the Client will then receive all amounts paid back within a maximum period of fourteen (14) days. The Client can claim compensation that is at least equal to the penalty that the Client would have to pay if he himself had cancelled the trip on this date (according to Article 5.1 above).
ARTICLE 7. EXCEPTIONAL AND INEVITABLE CONDITIONSExceptional and unavoidable circumstances are understood to mean a situation in which neither the Customer nor TRAVELFACTORY, the organizer or all service providers involved in the execution of the Order can influence, and whose consequences could not have been avoided even if all reasonable measures have been taken, which make the fulfillment of the obligations laid down in the agreement wholly or partly impossible. This concerns in particular: force majeure, weather, geographical, health or political conditions in the immediate vicinity of the destination that can endanger the life of the Customer. If exceptional and unavoidable circumstances arise, both TRAVELFACTORY and the Client may terminate the agreement free of charge, as provided for in II of Article L.211-14 of the French Tourism Code.
ARTICLE 8. ACCOMMODATION AND STAY
8.1 Arrival / Departure
In an apartment hotel and winter sports resorts, the keys are usually handed over at the start of a stay on Saturday between 5 pm and 6 pm. They must be returned the following Saturday before 10 a.m. These times are confirmed on the accommodation voucher, which you will receive by e-mail after confirmation of the Order and full payment of your stay. In hotels, rooms are generally available from 2 p.m. and must be vacated by 10 p.m. regardless of the Customer's arrival or departure time and the means of transport used. Permission of the service provider / accommodation holder is necessary in the event of a late arrival, i.e. if the arrival does not take place on the planned date and time. For this, the Customer must contact them directly. Their details, address and telephone number are on the voucher, top left under the file number.
8.2 Deposit / Withdrawal statement
On arrival a deposit (deposit) may be requested for the holiday residence, in particular for the rental of accommodation and ski equipment. The amount varies per service provider, apartment or room. The deposit is a guarantee for the good condition of the accommodation or equipment. The Client must check the cleanliness of the apartment and make the inventory. Defects must be reported on the spot as quickly as possible to the service provider / accommodation holder or to the representative of the travel organizer. Failure to comply with these rules can influence the determination of any compensation. An admission statement must be completed together with the service provider upon arrival and before the planned or early departure. The deposit is returned by the service provider / accommodation holder at the end of the stay or at the latest one (1) month after departure, in accordance with the inspection statement and the inventory with deduction of any damage, as determined in the inspection statement of departure.
8.3 Rules and cleaning
The Client must take note of the rules of procedure, posted in the holiday home, and comply with this. During the stay, objects and personal property fall under the strict responsibility of the Customer. This also applies to their vehicle. TRAVELFACTORY can under no circumstances be held liable for theft at the holiday residence. The final cleaning is not included in the rent and an amount can be deducted if the apartment is not cleaned properly.
The prices of accommodations are determined on the basis of an occupancy that corresponds to the maximum capacity stated on the description. In a hotel, a single room generally has a single bed. There is a limited number of single rooms; often a supplement has to be paid for it. Double rooms have two beds or, less commonly, a double bed. Triple and quadruple rooms are often doubles with an extra bed. It is emphasized that a baby or child counts as a full person for the occupation. The upper bunk bed is not suitable for children under the age of six (French Decree No 95,949 of 25 August 1995). TRAVELFACTORY is not liable in case of non-compliance with the user instructions. In some accommodations there is access to a mezzanine via a steep ladder, its use is not recommended for the elderly and young children. Some accommodations include a garden; this / this is often not closed. The Customer must in all cases take into account the maximum capacity of the type of accommodation that he has reserved.
8.5 Descriptions and photos
The descriptions of the accommodations (area, location, types of beds, etc.) are given per type, which means that for two accommodations of the same type, there may be some non-material differences. It is emphasized that the photos in the descriptions represent the category and the degree of luxury of the relevant Services. TRAVELFACTORY guarantees in all cases the number of beds as well as the type (number of single and double beds, bunk beds, sofa bed). The descriptions specify the maximum number of beds for each type of accommodation. The use of an accommodation with the maximum number of people can lead to less comfort.
8.6 Classification of the accommodation
The number of stars assigned to the hotel or the accommodation rating specified in the description corresponds to the rating specified by the hotelier or established according to applicable French and European standards.
8.7 Local service
It is emphasized that special requests regarding the services available on site (baby package, parking, special location, etc.) as well as requests for specific information regarding details of the equipment of the accommodation (eg: size of the beds) should be addressed directly to the accommodation owner. His telephone number is on the voucher that you received after confirmation and full payment of your stay. TRAVELFACTORY cannot be held liable for requests from the Client to the accommodation holder / service provider on site. The rates for the services that have to be paid on the spot (bed linen, baby kit, access to the swimming pool, internet, television, etc.) are given as an indication and TRAVELFACTORY cannot be held liable for changes in the rates mentioned, only the prices of the Services that are paid for online are contractual. Special requests from the Client concerning in particular the location of the accommodation (on one floor, next to another accommodation, etc.) will be passed on to the accommodation holder / service provider on site but TRAVELFACTORY cannot guarantee acceptance. TRAVELFACTORY can therefore not be held liable by the Customer if the request is not granted.
8.8 Construction work
It is emphasized that TRAVELFACTORY has no influence whatsoever on any construction work that may be carried out in the vicinity of the Client's accommodation. TRAVELFACTORY consequently disclaims all liability for any inconvenience caused. TRAVELFACTORY will inform without undue delay the Customer of any construction work, within or near the accommodation, which may reasonably be considered to seriously impair the enjoyment of the trip / stay. Where required, the opportunity will be given to the Customer to transfer to alternative travel arrangements. Where this alternative changes one of the essential element of the Order, the provison stated at Article 6.1 will apply. The Client may not obtain any compensation other than the refund of the ticket in the cases provided for in Article 6.1.
The Customer must always inform the accommodation holder about the presence of an animal. Animals are not accepted everywhere. It is therefore advisable to check in the description of the accommodation or with our staff whether the presence of an animal is allowed before booking. If this is the case, a supplement must be paid to the accommodation holder on site. In all cases the number of animals per reservation is limited. Animals must be kept on a lead within the facilities. The size and weight of the animal must be passed on to the accommodation keeper. The pet passport must be taken to the holiday residence to be able to show it to the accommodation owner. TRAVELFACTORY cannot be held liable in the event of an animal refusing the accommodation owner. In all cases, animals of more than 15 kg/33 lb, fighting dogs (such as pit bulls) and guard or defense dogs are in the French 1st and 2nd category (for more information: https://www.service-public.fr/particuliers/vosdroits/F1839) prohibited in all accommodations offered by TRAVELFACTORY.
8.10 Ski lifts, ski equipment, ski school
Ski passes are strictly personal, inalienable and non-transferable. The Customer must keep the pass with him during the entire route in each ski lift. Ski passes, ski equipment and lessons are reserved by name. It is therefore necessary to state very precisely the names, first names, dates of birth and the level of each Customer for the Services when booking. TRAVELFACTORY cannot be held liable for missing or incorrect information from the Customer. For a week-long stay with 7 nights, the ski pass includes 6 ski days. A ski pass always starts on Sunday morning and ends on Friday evening. A lost, stolen or unused ski pass can under no circumstances be reimbursed by TRAVELFACTORY. This also applies to the rental of the ski equipment. The rental of the ski equipment starts on Sunday morning and ends on Friday evening; the Customer can collect the material on Saturday from 6 p.m. TRAVELFACTORY cannot be held liable in the event of theft or damage to the ski equipment. To prevent this kind of discontent, TRAVELFACTORY offers its clients suitable insurance policies (Article 10). On the ski slopes, the holder of the ski pass must comply with the municipal regulation on safety on ski slopes. He also becomes
It is advisable to take into account the "10 rules of conduct for users of the slopes", prepared by the International Ski Federation (FIS). The pass holder must observe the police regulations posted at the ski lift departure points, as well as the general conditions of use of a ski pass posted at the ski lift operator's sales points and which can be consulted on his website.
8.11 Catering at the ski resort (Meal Kits)
The 'Grocery Box Delivery Service' is delivered to the Customer on Saturday, the day of arrival, between 5.30pm and 11pm. The time, or even the day of delivery, may change depending on the weather and traffic conditions. A mobile phone number must be specified when booking. The Customer is called on his mobile phone by the delivery person who makes an appointment, usually at the entrance of the accommodation. In this respect, TRAVELFACTORY does not accept any liability if the mobile telephone number is not communicated by the Customer or if it is unreachable in the resort. If it is impossible to deliver the Grocery Box Delivery Service to the Customer because he is late or absent, TRAVELFACTORY disclaims any liability and informs the Customer that he will not receive compensation. If delivery does not take place due to TRAVELFACTORY, the 'Grocery Box Delivery Service' will be reimbursed to the Customer by transfer to his bank account after investigation of the corresponding complaint. The composition of the menu is given as an indication and can be changed depending on the supply. Missing items are replaced by another item from the same family. The 'Grocery Box Delivery Service' can no longer be ordered after Wednesday at 11.59pm of the week prior to departure for some ski resorts and the Thursday at 11.59pm for the other ski resorts (see detailed information on the website). Complaints regarding this service must be submitted within 24 hours of delivery.
ARTICLE 9. TRANSPORT
When booking a package tour including transport, booking is subject to these GTC while carriage is subject to the carrier’s conditions of carriage. The Customer undertakes to meet the carrier’s conditions of carriage that are in force at the time of booking and which are available online on the carrier’s website.
Luggage restrictions apply which are mentioned on the ticket. The ticket may only be used by the person whose name appears on it.
TRAVELFACTORY shall not be held responsible for the Customer’s failure to check-in at the point of departure of his holiday, whether resulting from the Customer’s delay, a delay in pre-trip arrangements not included in the Services or the Customer’s failure to present the identification and/or proof of compliance with health requirements for his journey.
Customers are advised to check their ticket for the recommended arrival time and allow plenty of time to get through security and passport control.
In case of transportation on Eurostar, please refer to: https://www.eurostar.com/uk-en/conditions-carriage
ARTICLE 10 : TRAVELSKI EXPRESS
Travel documents and border control requirements
Passport is mandatory unless you live in the UK and have a settlement scheme.
For border control requirements, customers require a valid passport and any visa that may be required in line with the customer’s nationality.
UK passport holders must have a minimum of 6 months validity remaining on their passport to travel to France.
EU nationals must use a passport to travel to the UK. ID cards will not be accepted after 30 September 2021 unless the customer has pre-settled status in the UK.
Passports from 01 January 2021
On the day you travel, your British passport must:
On the day you travel, your British passport must:
- be valid for the length of your stay in Europe
- have at least three months left
- be less than 10 years old.
See if your passeport needs renewing
Visas from 01 January 2021
You don’t need a visa for stays of up to three months in France. Depending on the outcome of Brexit negotiations you may need a visa for longer stays. Read more information
Your Eurostar Tickets
You must have your ticket ready and printed before travel (not just the email confirmation).
You will receive your Eurostar tickets (outbound/inbound) by mail from Travelski a couple of day before departure which you will be able to print.
You can also download your tickets in the Eurostar app.
Eurostar standard luggage allowance is as follow: adults can bring along 2 items of luggage (up 85cm long) plus one small piece of hand luggage, while little ones with a child’s ticket can take 1 large bag and 1 piece of hand luggage. Children under 4 travelling do not have a luggage allowance. In addition to their standard luggage allowance, skis or snowboards can be taken on board but do not count as part of the individual allowance (i.e. 2 bags + hand luggage + skis or snowboard is fine
Children and Unaccompanied Minors
Children under the age of 4 can travel for free on an adult’s lap but are not assigned a seat and do not have a luggage allowance. All children over the age of 4 must have their own ticket.
Unaccompanied Minors are not allowed to travel alone.
Wheelchairs users and personal assistance
Passengers travelling in a wheelchair are required to inform Travelski at least 48hrs (2 days) before departure to request special assistance.
Food & Catering on-board
Standard Premier class:
Seat catering is available for passengers travelling in Standard Premier class. Night train: diner and continental breakfast. Day train: lunch and afternoon tea.
Outside of the meal service, Standard Premier customers can purchase food and drinks (non-alcoholic on night trains) from Café Metropole where a range of snacks, light bites, sweet treats and a selection of hot and cold drinks are served. All special dietary request meals, including child meals, must be arranged at least 48 hours before departure.
A range of complimentary English magazines is offered in Standard Premier carriages.
Food and drinks can be purchased at Café Metropole.
The Café Metropole coaches, located in the middle of the trains, are open throughout the entire journey on both day and night trains.
Medicines and infant milk
Medicines and infant milk/baby bottles are permitted and do not need to be in sealed containers.
On the night train from London :
As this is an overnight journey, Eurostar won’t be selling alcohol on board, nor allowing travelers to bring their own alcohol with them. Any alcohol will be confiscated during check-in and only non-alcoholic drinks in unopened containers with the manufacturer’s seal intact will be allowed to pass through security at your departure station. On the day train from the Alps:
Each customer may bring no more than four standard cans or bottles of beer or one bottle of wine.
The entire service on-board Eurostar is non-smoking – this includes the use of e-cigarettes and vaping devices.
When to arrive at the station?
Please be prepared to arrive 2 hours before departure at the stations for extra checks that will be done regarding travelling and COVID-19 documents.
London St Pancras station:
Passengers must arrive at the station 2hrs (120mins) before departure.
Check-in process: travel document and COVID document checks (including Passenger Locator Form – PLF), tickets check-in via the check-in gates, luggage checks through X-ray machines, passport checks before boarding and departure.
Moutiers and Bourg St Maurice stations:
Passengers must arrive at the station 2hrs (120mins) before departure.
Check-in process: travel document and COVID document checks (including Passenger Locator Form – PLF), tickets check-in via the teams in Station luggage checks through X-ray machines, passport checks before boarding and departure. UK Border Force will check travel documents and covid documents on arrival in London.
Declaring cash : Find out more for travelling between the UK and the UE.
Declaring goods : when leaving the EU, customs regulations and new procedures for passengers taking goods between the UK and the EU will be introduced. It is your responsibility to check applicable rules and laws about prohibited items before travelling. When you arrive, you may see French customs officers on the platform carrying out routine checks.
VAT refunds: click here for more info on claiming VAT when travelling from the EU to the UK. a
COVID-19 policy and travel rules
Customers will be required to comply with and complete all travel documentation and test requirements of the UK & FR Governments.
All passengers must carefully prepare and complete all mandatory COVID-19 documents required for travel before they arrive at the station and bring them along ready to be checked. Eurostar is legally required to check that customers have the relevant documents on departure and may refuse travel to those who are not in possession of the correct documents. You will not be allowed to travel if you do not comply with government travel restrictions.
Eurostar is closely following advice and requirements from governments, enforcement agencies and health authorities regarding Coronavirus (COVID-19) and continuously reviewing and updating processes and procedures accordingly. You may access their COVID Hub here with links to the relevant government websites and pages.
A covid “health pass” or “Pass Sanitaire” is mandatory in France for access to venues such as hotels, cinemas and restaurants. You will find full details on the Eurostar COVID Hub.
You need to bring your own face masks which you must continue to wear for the entirety of your journey within the stations and on the trains, even if you have been fully vaccinated.
ARTICLE 11. TRANSFER OF THE TRAVEL AGREEMENTIn accordance with articles L211-11 and R211-7 of the French Tourism Code, the Customer may, as long as it has not yet entered into force, transfer the travel agreement to a person who meets the same conditions as he does for making it within seven (7) days before departure the journey. The transferring Customer must inform TRAVELFACTORY no later than seven (7) days before departure of the transfer by any means by which he can receive a confirmation of receipt. The transferring Customer and the transferee are jointly and severally liable for the payment of the amount of the Order for the trip as well as all expenses, costs and levies in connection with this transfer. As the transfer costs may change depending on the transfer date before departure, the Customer will be notified of the final amount when he makes his request to TRAVELFACTORY.
ARTICLE 12. CANCELLATION INSURANCE
11.1 Registration conditions
TRAVELFACTORY offers its clients the following insurance formulas:
• Cancellation insurance, policy no. 4228, which covers the cancellation of a stay that took place before departure, according to the available contract conditions: www.travelski-assurance cancellation
• Repatriation insurance, policy no. 4225, which covers assistance on the slopes, assistance, repatriation and interruption of the stay in accordance with the available contract conditions: https://www.uk.travelski.com/option/insurance-repatriation
• Cancellation and interruption insurance due to "lack or abundance of snow", policy no. 4227, which covers every cancellation or abundance of snow at the time of departure, according to the available contract conditions: https://www.uk.travelski.com/option/insurance-nosnow?
• Insurance "theft and damage to equipment", policy no. 4230, which covers damage or theft of rented ski equipment in accordance with the available contract conditions.
It is emphasized that it is always possible to take out cancellation insurance up to 48 hours after the reservation. Once the insurance has been taken out, it is no longer possible to change or cancel it. The amount of the insurance premium remains systematically obtained and no claim can be made for reimbursement.
11.2 Lack of cancellation right
Since, according to article L.112-2-1 of the French Insurance Act, cancellation right only relates to cancellation insurance contracts of a duration of more than one (1) month, this right does not apply to short-term stays and package holidays (and which not exceed one (1) month).
ARTICLE 13. LIABILITYTRAVELFACTORY and the organizer are liable for the proper execution of the Services ordered by the Customer and must offer assistance to all Customers in difficulty in accordance with the conditions stated in Article 12 of the GTC. TRAVELFACTORY is liable for errors due to technical defects in the reservation system that can be attributed to it. TRAVELFACTORY can, however, be exempted from all or part of the liability by demonstrating that non-execution or poor execution of the agreement can be attributed either to the Customer or, unforeseen and insurmountable, to a third party in delivering the Services described in the agreement, or in the event of force majeure. The liability of TRAVELFACTORY is in all cases, and excluding personal injury and intentional damage, limited to an amount corresponding to three (3) times the price of the Services that have been ordered and are eligible for compensation.
ARTICLE 14. ASSISTANCE
In accordance with the provisions of article L211-17-1 of the French Tourism Code, TRAVELFACTORY and the organizer have the obligation to assist the Client when he is in difficulty. To this end, the traveller must report to the organizer and / or TRAVELFACTORY. The assistance to be provided by TRAVELFACTORY and the organizer consists, in particular:
• providing useful information on health services, local authorities and consular assistance;
• assisting the Customer in the implementation of long-distance communication and finding alternative travel arrangements. It is emphasized in this respect that TRAVELFACTORY and / or the organizer has the right to charge a reasonable price that corresponds to the actual costs incurred for this assistance if these difficulties were intentionally caused by the Customer or by his negligence.
ARTICLE 15. PROOF, STORAGE, ARCHIVINGIn accordance with Article 1366 of the French Civil Code, an electronic agreement has the same probative value as a paper agreement. By using the Website, the Customer accepts the use of the electronic medium as the way in which the agreement is concluded. The electronic agreement is sent by e-mail to the Customer and stored in the files of TRAVELFACTORY which it stores in its entirety. In accordance with article L.213-1 of the French Consumer Code, for every order placed online on the Website, TRAVELFACTORY saves a copy of the Customer's Order for an amount of £120 or more for ten (10) years from the date of delivery of the Order and guarantee that the Client has access to it during this period. The data stored in the information system of TRAVELFACTORY and / or its partners counts as proof of completed Orders. Data stored by TRAVELFACTORY on an information carrier or electronic medium is evidence and can be entered as such by TRAVELFACTORY in any proceedings. They are permissible, valid and can be invoked between parties in the same way, under the same conditions and with the same evidential value as any other document that is drawn up, received or stored in writing.
ARTICLE 16. PERSONAL INFORMATION
TRAVELFACTORY, as data controller, collects and processes personal data concerning the Customer, under the conditions described in the sub-section “Personnal data” accessible via the "FAQ" section of the Website or by clicking on the following link: https://www.uk.travelski.com/privacy-policy . The Customer is informed that his Order is processed by name in the computer.
The Customer is also informed of the compulsory or optional nature of the data to be provided by the presence of an asterisk (*) on each of the forms collecting personal data. If the Customer does not provide information identified as compulsory, TRAVELFACTORY may not be able to process and respond to the Customer's request for a quote or Order.
The personal data collected allow TRAVELFACTORY:
• within the framework of the performance of the contract or in order to take steps at the request of the Customer prior to entering into a contract, to manage and follow up the Order, including its payment;
• in case of express consent of the Customer (by ticking the box provided for this purpose under the forms of collection of personal data or to send them information on its Services and promotional offers.
The personal data collected also allow the partners of TRAVELFACTORY, in case of express consent of the Customer, to send him information and offers on their products and services.
The data collected are intended for TRAVELFACTORY, its service providers in charge of the execution of the Order or of pre-contractual measures and any other possible subcontractor if necessary, as well as its partners if the Customer has expressly agreed to receive their offers.
The data collected to manage the Order will be retained: (i) for five (5) years from the time they are collected if the amount of the Order is less than £120, (ii) for ten (10) year if the amount of the Order equals or exceeds £120, with the exception of bank card details which are retained for fifteen (15) months after the transaction in order to serve as evidence in the event of a dispute about the transaction. The security code is not saved after the transaction. Data collected for marketing purposes are retained for three (3) years from the time it is collected (renewable if the Customer expressly agrees to continue receiving commercial offers from TRAVELFACTORY and/or its partners). After the expiry of these periods, the data will be deleted.
The Client has the right to :
• access, rectify or delete his/her personal data;
• restrict the processing of his/her personal data or to object to this processing;
• his/her data portability ;
• regarding the sending of commercial offers or processing of optional data, to withdraw consent to such data processing at any time.
These rights can be exercised by email (firstname.lastname@example.org) or by postal letter to DPO - Protection of personal data Travelski 92-98 boulevard Victor Hugo, 92110 Clichy, France.
If the Client believes that his/her rights have not been respected, he/she can also submit a complaint to the French Commission for Information Technology and Freedoms, the CNIL, whose contact details can be found at www.cnil.fr, or seek a judicial remedy.
If the Customer no longer wishes to be contacted by telephone on the number he has passed on to TRAVELFACTORY, they can put this telephone number in the French Bel-me-not Register at any time in accordance with articles L.223-1 and following of the French Consumer Code via the website www.bloctel.gouv.fr or by post by writing to: Société Opposetel, Service Bloctel, 6 rue Nicolas Siret, 10000 Troyes.
ARTICLE 17. PERSONS WITH LIMITED MOBILITYIn general, the holidays offered on the Website are not suitable for people with reduced mobility. Anyone who is less mobile must inform TRAVELFACTORY of his situation when making the reservation or by reporting this to the employee by telephone. Only after TRAVELFACTORY has checked whether the trip is tailored to the needs of the Client can the reservation be made definitive.
ARTICLE 18. ADMINISTRATIVE AND HEALTH FORMALITIES
French and foreign nationals shall enquire about the required formalities applicable to them (e.g., passport and visa requirements, health formalities) from the competent authorities of the destination country prior to placing their Order.
To travel in France, UK citizens need to hold a valid passport with at least six (6) months' validity and not older than ten (10) years for visits under ninety (90) days and shall meet any other entry requirements imposed by the relevant authorities from time to time.
Nationals of a Member state of the European Union, of a state party to the Agreement on the European Economic Area and Swiss nationals need to hold a passport or national identity card valid throughout their holiday to travel in France.
It is specified that the time required to issue a visa and the decision as to whether or not to issue a visa are the responsibility of the authorities of the destination country, which have sole competence in this matter. In this respect, TRAVELFACTORY informs the Customers that the approximate duration for obtaining visas in France is fifteen (15) business days on average from the receipt of all the required documents by the embassy or consulate in charge.
General information are available on the following websites: www.diplomatie.gouv.fr and https://france-visas.gouv.fr/.
For nationals of the UK, Customers are advised to visit the following websites: www.gov.uk/foreign-travel-advice (or any other address communicated by the UK Government) for the latest travel advice from the Foreign & Commonwealth Office including security and local laws, plus passport and visa information and www.abta.com/tips-and-advice/brexit-advice-for-travellers for ABTA guidance for travel customers.
The French authorities may impose some health requirements for entry into France. TRAVELFACTORY recommends the Customer to check any update that may be published before the start of his holiday by visiting the website of the French Office of Foreign Affairs (available in several languages): https://www.diplomatie.gouv.fr/en/coming-to-france/ and https://www.gov.uk/foreign-travel-advice/france/entry-requirements.
The Customer is advised to seek advice on recommended vaccinations and precautions from a health professional - either a GP, a practice nurse, a pharmacist or a travel health clinic - ideally at least eight weeks before departure. Further travel health advice can be found on www.fitfortravel.nhs.uk and www.travelhealthpro.org.uk and information on how to get medical treatment abroad, and how to get reduced-cost and sometimes free medical treatment in Europe, can be found in the NHS leaflet Health Advice for Travellers.
The Customer is responsible for completing these formalities and for the resulting costs.
TRAVELFACTORY shall not be held responsible for:
• sanctions and/or fines imposed as a result of non-compliance with sanitary, administrative, customary and/or customs regulations, as well as the consequences that may result from this,
• inability for the Customer to travel due to their lack of valid identification and/or sanitary documents necessary for their journey.
The Customer shall not be entitled to a refund by TRAVELFACTORY in such cases.
ARTICLE 19. NON-CONFORMITY, COMPLAINTS AND DISPUTE SETTLEMENT
In accordance with article L.211-16, II of the French Tourism Code, the Customer must inform TRAVELFACTORY or the service provider as soon as possible of a non-conformity that has been established during the performance of one of the Services included in the Order. Pursuant to article L.211-16, III of the French Tourism Code, TRAVELFACTORY or, where appropriate, the on-site service provider remedies the non-conformity, unless this is impossible or entails disproportionate costs, and in the latter case the Customer may request for a price reduction and, in the case of clearly observable damage, for compensation on the basis of article L.211-17 of the French Tourism Code. In general, any complaint regarding the reservation of the Services or the performance thereof can be directed to the After Sales Service (TRAVELFACTORY, SAV & Qualité / Reclamation, 92/98 Boulevard Victor Hugo, 92110 Clichy, tel .: +33173292021, e-mail: email@example.com), by registered letter with acknowledgment of receipt within sixty (60) days from the performance of the Services accompanied by all supporting documents (voucher, quotation, confirmation of the Order) (i) that have been handed over to the Client in the context of his Order and (ii) prove the merits of the complaint (medical certificate, photo, official report). Failing this, the complaint will not be processed. No claim filed more than two (2) years after the end of the trip will be processed except in case of personal injury. Any Customer who has not received a satisfactory response to his complaint within sixty (60) days of his claim to the After Sales Service may request a conventional mediation procedure free of charge, within the terms of articles L.611-1 and following of the French Consumer Code, or any other means of resolving disputes. The Client has been informed of the possibility of initiating a mediation procedure with the French Travel Disputes Commission (Médiateur du Tourisme et du Voyage) in the manner determined on the website www.mtv.travel (MTV Médiation Tourisme Voyage - BP 80 30375 823 Paris Cedex 17, e-mail: firstname.lastname@example.org, tel. +33 1 42 67 96 68) within a maximum period of one (1) year from the date the written complaint was submitted to the Seller. If he wishes, the Client can also make use of the online dispute resolution service offered by the European Commission in accordance with article 14 of Regulation (EU) No 524/2013. This platform can be reached via the following link: http://ec.europa.eu/consumers/odr/.
As a member of ABTA, TRAVELFACTORY is obliged to maintain a high standard of service to the Customer by ABTA’s code of conduct. TRAVELFACTORY can also offer the Customer ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If TRAVELFACTORY cannot resolve the Customer’s complaint, ABTA’s simple procedure can be reached via www.abta.com. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
All disputes arising from Orders placed under this GTC that are not amicably settled between TRAVELFACTORY and the Client will be subject to the judgment of French competent courts, within the terms of general law. For the purpose of this GTC, TRAVELFACTORY chooses domicile at its head office as mentioned at the start of this GTC.
ARTICLE 20. APPLICABLE LAWThese GTC are subject to French law and in particular to the French Tourism Code.
ARTICLE 21. STANDARD INFORMATION FORM
Standard information form for package travel agreements
The combination of travel services offered to you is a package tour within the meaning of Directive (EU) 2015/2302 and Article L.211-2 II of the French Tourism Code. Consequently, you can claim all EU rights that apply to package travel as transposed into the French Tourism Code. TRAVELFACTORY is fully responsible for the proper execution of the package as a whole. TRAVELFACTORY also has the legally required protection to pay you back if the company becomes insolvent.
Basic rights under the EU directive 2015/2302 transposed into the French Tourism Code
The traveller receives all important information about the package before concluding the package travel agreement. The organizer and the retailer are responsible for the proper execution of all travel services included in the contract. The traveller receives an emergency telephone number or information from a contact point through which he can contact the organizer or retailer. The traveller can transfer the package trip to another person, taking into account a reasonable period and possibly against payment of additional costs. The price of the package can only be increased if specific costs increase (for example fuel prices), if this is explicitly included in the agreement, and in any case no later than 20 days before the start of the package. If the price increase is higher than 8% of the price of the package, the traveller can terminate the agreement. If the organizer reserves the right to a price increase, the traveller is entitled to a price reduction should the relevant costs decrease. In the event that one of the essential elements of the package, with the exception of the price, is substantially changed, the traveller can terminate the contract without payment of a termination fee and the price will be fully refunded. If the trader responsible for the package tour cancels the package tour before the start of the trip, the traveller is entitled to reimbursement and, if applicable, to compensation. The traveller can, in exceptional circumstances, terminate the agreement without payment of a termination fee before the start of the package, for example when there are serious security problems at the destination that are likely to affect the package. In addition, the traveller can terminate the contract at any time before the start of the package travel against payment of an appropriate and justified termination compensation. If important elements of the package travel cannot be delivered as agreed, a suitable alternative arrangement must be offered to the traveller at no extra cost. If the services are not performed in accordance with the agreement and this has significant consequences for the implementation of the package and the organizer has not remedied this problem, the traveller may terminate the package travel without payment of a termination fee. In the case of travel services that have not been performed or have been performed poorly, the traveller is also entitled to a price reduction and / or compensation. The organizer or retailer is obliged to assist travellers who are in difficulty. In the event of the insolvency of the organizer or retailer, the transferred amounts will be refunded. If the insolvency of the organizer or retailer commences after the start of the package and the transport is included in the package, the traveled will be repatriated.
TRAVELFACTORY has provided itself with insolvency protection at: L'Association Professionnelle de Solidarité du Tourisme, contact person: address: 15 avenue Carnot, 75017 Paris, e-mail: email@example.com, tel .: 015 36 32 820. The traveller can contact this organisation if services are not provided due to the insolvency of TRAVELFACTORY. Directive (EU) 2015/2302 transposed into national law: French Tourism Code.
Standard information form for agreements for individual travel services concluded on the Website www.travelski.com or by telephone on +33153632820 (at local rates).
If you purchase this travel service, you can claim the rights granted by the French Tourism Code. TRAVELFACTORY is fully responsible for the proper execution of the travel service. TRAVELFACTORY also has the legally required protection to pay you back if the company becomes insolvent. See below for detailed information about your rights under EU Directive 2015/2302:
Basic rights under the French Tourism Code
The traveller receives all important information about the travel service before concluding the travel agreement. The service provider and the retailer are responsible for the proper execution of the travel service. The traveller receives an emergency telephone number or information from a contact point through which they can contact the service provider or the retailer. The traveller can transfer their travel service to another person with due observance of a reasonable period and possibly against payment of extra costs. The price of the travel service can only be increased if specific costs increase and if this is explicitly included in the agreement, and in any case no later than 20 days before the start of the trip. If the price increase is higher than 8% of the price of the travel service, the traveller can terminate the agreement. If the service provider reserves the right to a price increase, the traveller is entitled to a price reduction should the relevant costs decrease. The traveller can terminate the agreement free of charge and he will be reimbursed the price in full if one of the essential elements of the agreement, with the exception of the price, is substantially changed. If the responsible trader cancels the service before it starts, the traveller is entitled to reimbursement and, if applicable, to compensation. The traveller can, in exceptional circumstances, terminate the agreement without payment of a termination fee before the start of the service, for example when there are serious security problems at the destination that are likely to have consequences for the trip. In addition, the traveller can terminate the agreement at any time before the start of the trip against payment of an appropriate and justified termination compensation. If after the start of the journey, important elements of the journey do not as agreed, a suitable alternative arrangement must be offered to the traveller at no extra cost. If the services are not performed in accordance with the agreement and this has significant consequences for the implementation of the trip and the service provider has not remedied this problem, the traveller may terminate the agreement without payment of a termination fee. In the event that the travel service has not been performed or has been performed poorly, the traveller is also entitled to a price reduction and / or compensation. The service provider or retailer is obliged to provide assistance to travellers in difficulty. In the event of the insolvency of the service provider or retailer, the transferred amounts will be refunded.
TRAVELFACTORY has provided itself with insolvency protection at: L'Association Professionnelle de Solidarité du Tourisme, for contact: address: 15 avenue Carnot, 75017 Paris, e-mail: firstname.lastname@example.org, tel.: 015 36 32 820. The traveller can contact this organisation if services are not provided due to the insolvency of TRAVELFACTORY. Directive (EU) 2015/2302 transposed into national law: French Tourism Code
TRAVELFACTORY has provided itself with insolvency protection at: L'Association Professionnelle de Solidarité du Tourisme, for contact: address: 15 avenue Carnot, 75017 Paris, e-mail: email@example.com, tel.: 015 36 32 820. The traveller can contact this organisation if services are not provided due to the insolvency of TRAVELFACTORY. Directive (EU) 2015/2302 transposed into national law: French Tourism Code