Terms
and Conditions
Any
new edition cancels and replaces the previous edition. This new edition is
published on the 20th of October 2008.
PREAMBLE
Plane
tickets are provided to TRAVELHORIZON BV by ENEKO SA, a company operating under
the Travel Agent Licence number LI 064.02.0001, with a financial guarantee
provided by Caisse Régionale de Crédit Agricole Mutuel Pyrénées Gascogne, 11,
Boulevard du Président Kennedy, 65000 Tarbes, FRANCE, and under IATA approval
number 20-2 5363 4.
The
services purchased directly by the client from a service provider are not
governed by these Terms and Conditions. In this case,
A. RESERVATION
1 - A minimum payment of 30% of the total price of the vacation purchased must
be made at the time of booking. Full payment must be made 30 days before
departure at the latest. Failure to pay may cause the reservation to be
cancelled, and the initial deposit may be lost. In the case of late reservation
(less than 42 days prior to the departure date), full payment for the holiday
purchased will be required at the time of booking. For flights only and charter
flights, the total amount is also due at the time of booking.
Special postage charges may be applied for last minute sales when
required for the delivery of travel documents.
2 -
Any reservation is considered an offer by the client to enter into an agreement
with
3 -
The person responsible for registering any travel partners commits financially
to the payment of their travel charges.
B. PRICES
1 -
The prices indicated on our websites are established regarding some of the
following economic data: Transportation costs and currency exchange rates are
taken into account in the calculation of the prices.
2 -
Our company reserves the right to modify our product prices, either by
increasing or decreasing them, according to the following clauses:
- Variations
in currency exchange rates: If the currency exchange rate was to fluctuate
by more than 3%, prices would be modified accordingly. Currency exchange
rate fluctuations are applicable to all our services.
- Variations
in the cost of transportation, taxes and other charges will be reflected
in prices charged to customers. Travellers already registered
will by informed by
3 - The prices
indicated on our websites are the minimum prices for the dates requested and
for maximum occupancy of the accommodation. However,
the products offered are only available in limited quantities and are managed
in real time. Please note that a product presented at a given price may become
unavailable if several customers connected to the Internet at the same time are
interested in the same product. The first user to make a reservation will take
priority. If
4 -
The package prices for travel or holidays are established in number of nights.
The duration of the stay includes the departure date (from the time of the assembly)
and the return date up to the arrival time. Therefore, if the first and/or last
day of your stay was shortened by a late arrival and/or an early departure due
to airline timetables, no refund would be considered. For some services on site
such as ski passes, the duration does not include the arrival and departure
dates.
5 -
The description of hotel services and other services is written during our
visits on site. Modifications can occur (services added or canceled);
6 -
Transport with personal vehicle: The client must have international insurance
with his or her own company and a registration plate at the back of the vehicle.
In case of a breakdown or a late arrival due to traffic congestion,
7 -
Sports. Deposits are often required for sports equipment or games rental
(racquets, board games, etc.); deposits will be refunded upon return of the
material in good condition.
8 -
Pets. When possible,
9 -
Additional services ordered directly on site and not through
10
- Prices never include the following: passport and visa fees, vaccination fees
and charges for other administrative procedures, cancellation and/or travel
insurance, snow guarantee insurance, beverages, optional trips, gratuities and
personal expenses: phone bills, occupancy tax, airport service fees and
transfers and, more generally, any services not included in the reservation
confirmation.
11 -
TRAVELHORIZON BV is not liable for any compulsory service to be paid on site
(occupancy tax, sanitation fee, bed linen, etc…). These services appear on your
accommodation voucher for information purposes only.
12 -
Promotional offers or discounts are in no case retroactive. In no event can the
client request the application of a promotion, discount or reduction advertised
after the reservation date.
C. PAYMENT
1. Debit/credit
card (Visa, Mastercard): Any reservation will be confirmed by a debit or
credit card (Visa, Mastercard) payment.
2. Cash:
Payments made with cash (coins or notes), money order, declared value or “tir
groupé” payment will not be accepted. TRAVELHORIZON will take no liability
regarding this method of payment.
3. Money
transfer: In the following countries the client will be able to make a bank
transfer into the following accounts. Evidence of payment will have to be sent
by fax (+33.4.42.970.972)
or email (service_client@travelhorizon.com) by the client
within 24 hours. Failure to do so may result in
|
Country |
Bank name |
BIC |
IBAN |
|
|
Crédit Agricole Pyrénées Gascogne |
AGRIFRPP869 |
FR7616906000425102817962441 |
|
|
ABN AMRO Brussels |
ABNABEBR |
BE43721520677601 |
|
|
ABN AMRO Diemen |
ABNANL2A |
NL58ABNA0414164199 |
|
|
ABN AMRO Diemen |
ABNANL2A |
NL58ABNA0414164199 |
|
|
ABN AMRO Diemen |
ABNANL2A |
NL58ABNA0414164199 |
|
Other countries |
ABN AMRO Diemen |
ABNANL2A |
NL58ABNA0414164199 |
4. Bank
draft, “chèque vacance” holiday voucher, company voucher: Bank drafts,
holiday vouchers and company vouchers are accepted up to a maximum of 30 days
before the holiday. Bank drafts and holiday cheques are not accepted for
payment of the full amount. They will only be accepted for the payment of up to
70% of the total amount. Cheques must be made payable to TRAVELHORIZON. The use
of registered mail is recommended for bank drafts and company vouchers and is
compulsory for holiday cheques (the cheque stub must be included).
TRAVELHORIZON also requires that the names, the amount of the cheques
and the client and reservation number be clearly specified. Cheques must be
sent to our customer service at the following address:
A l’attention du Service Client -
TravelHorizon BV,
Parc les Pléïades 2
730 rue René Descartes
13857 Aix en Provence Cedex 3, France
D. TRANSPORTATION: General and Specific
Conditions
Transportation
by plane
The
organiser of these travel packages states that the participating airlines as
well as their representatives, agents or employees, accept no responsibility in
the case of complaints or claims not exclusively related to the air transport
of passengers and their luggage, as specified in the transport terms and
conditions.
Franchised,
sub-contracted or code share flights: Airlines sign partnership agreements
between themselves. A flight numbered with one airline may be operated under
another airline’s franchise (for example,
Transportation
by coach
Please note the following:
• This type of travel requires that you accept a certain sociability and
understanding, particularly for night time travel.
• Clients may be asked to change and take connecting coaches.
• Arrival and departure times at and from the resort may be subject to
events beyond the coach company’s control.
• The showing of video cassettes or DVDs is the sole responsibility of
the coach driver.
• Smoking is prohibited on board coaches, as stipulated by the Road Safety
Authority.
• Clients may be held liable for charges arising from any extended stop
for which they are responsible.
• The wearing of seat belts is compulsory (if provided).
Private
transportation
If
you book a stay only (no flight or coach transfer),
In
case of a late arrival (after 7pm), it is imperative that the client inform
If the client
does not inform
Specific conditions:
We
remind you that, due to the chartering conditions of special planes and the
special conditions for grouped departures and negotiated rates on regular
flights, a seat on the outward and/or return journey that is given up
voluntarily or otherwise cannot be refunded in any case.
- Some special cancellation conditions related to some tours, cruises, etc.
exist and are mentioned along with the proposed programmes.
- TRAVELHORIZON BV will not be held responsible for delays in preliminary
transportation by air, rail or road which could cause the passenger to be
delayed for departure for any reason, even in the case of force majeure, a
fortuitous event or due to a third party.
-
When you return to your country of origin,
-
As travelling by coach is subject to unforeseen road events (such as traffic
congestion, mechanical breakdown, road accidents, traffic difficulties...),
your coach may arrive later than the scheduled arrival time. The utmost will be
done to ensure you have a smooth, undisturbed journey. In no event can the
participants claim any compensation. The length of rest stops during the
journey is announced by the driver or tour guide. It is up to each participant
to make sure he or she is present when the coach is departing. The return time
on the last day of the stay is either set by the schedule distributed during
the journey to the resort, by the guide or by our agent in the resort. Any
participant not showing at the scheduled time and place of departure will be
responsible for his or her own return journey at his or own expense.
- In the case of changes to the schedule and/or meeting point after the
distribution of the travel documents,
E. ACCOMMODATION
1 -
The standard classification of accommodation facilities is indicated following
local standards within the country concerned. However, the accommodation and
room descriptions on our websites will provide you with more details.
- Double
room: twin beds or a double bed, depending on the hotels and destinations.
- Triple
or quadruple room: the third and fourth beds are often extra beds in a
double room (they can sometimes be fold-out beds or sofa beds).
- Individual
room: they
are subject to an additional charge.
For
residences, the classification is also indicated according to local standards
of the country concerned. Accommodation and apartment descriptions can be found
on our websites.
2 -
Room allocation: International hotel regulations specify
that rooms are allocated from 2/3pm and must be vacated before noon, regardless
of the arrival and departure times (except in particular cases).
For
residences, apartments are usually available from 5pm and must be vacated
before 10am, regardless of the arrival and departure times. In
any case, the client must check and confirm these times with
3 -
Photos and pictures: we are doing our best to provide the
client with photos and pictures which give the best possible overview of the
services offered. The purpose of these photos and
illustrations is to indicate to the client the category or the level of comfort
of the accommodation and cannot be considered binding beyond that purpose. The photos and
pictures presented are non-binding.
F. ADMINISTRATIVE COSTS
The
administrative costs come to 38 euros per reservation for any reservation made
via our call centre or travel agencies.
Specific
conditions for online purchases:
- A 50% discount (19 euros) per reservation is granted
in the case of online reservations with payment over the phone (via debit or
credit card). If payment is made over the phone using
another payment method (by cheque or bank transfer), there will be no reduction
in the administrative costs, which will remain at €38.
- In the case of online reservation using our secured
payment module and not our call centre (SSL, Secure Socket Layer, provided by
one of our banks), a 75% discount will be granted on administrative costs, ie
€9 per reservation.
Administrative
costs are non-refundable and do not entitle the client to any refund in the
case of cancellation or modification of the client's file.
G - MEALS
1 - Hotels
Classification:
The number of stars given to hotels appearing in the descriptions on the
website is attributed following a classification in reference to the local
standards of the country concerned.
- Breakfast:
Served in the rooms, often with an additional charge. Breakfast buffet in
some hotels. “Kit breakfast” in the room in some hotels, to be prepared by
the guest.
- Buffet
lunch (or dinner): A choice of different dishes from a buffet. Eat as much
as you want, table service possible for hot dishes, starters and desserts
served at the buffet.
- Half-board: The number of meals cannot exceed the
number of nights spent. Lunch
or dinner may sometimes be imposed within the scope of the half-board
format.
- Full
board: The
number of meals cannot exceed the number of nights spent.
- Wine
included: In
some resorts or hotels, wine is included (only for adults). If declined, wine will not be
replaced with another beverage and will not be subject to any refund. Other beverages are not included for
children.
- Christmas
and New Year’s Eve: Sometimes
compulsory. Hoteliers
do not always offer discounts on these meals for children (consult us for
any information).
2 -
Tourist residences
- Most
apartments in tourist residences feature a cooker and have fully equipped
kitchens.
- Most
apartments also provide pillows and blankets.
Bed sheets are not always included. This will be specified in your travel
documents.
- The
purchase of groceries, cleaning products, etc. is at the expense of the
participant.
3 -
Packed lunch
·
Four types of packed lunch are available: Student,
Traditional, Chef, Mixed.
·
Packed lunch for children (under 12 years
old) can only be ordered with an order for a packed lunch for an adult per
family.
·
Only two child packed lunches can be
bought per one adult packed lunch.
·
The Mixed pack lunch can only be ordered
for two people.
·
In cases where orders for packed lunches
number fewer than 10 per resort, we reserve the right to cancel their delivery. In this case,
you will be informed and refunded within 7 days before departure.
·
Once ordered, packed lunches will not be reimbursed.
H. CUSTOMER SERVICE
According
to regulation LI158 of the Official Journal of the European Consumers and the
Council directives, it is imperative that the consumer report in writing and on
location any inadequacy in the hotel services provided. Hoteliers
will refuse any refund if a written complaint has not been presented to them
during the customer’s stay. Our members of staff have the authority
and the responsibility to find locally an amicable solution for your complete
satisfaction during your stay. Any complaint must be sent with
documentary evidence by registered mail in the month following the client’s
return via the travel agent where the client booked his or her stay or directly
to TRAVELHORIZON BV, if need be (TRAVELHORIZON BV whose head office is located
at the following address: Wildenborch 2 - 1112 XB Diemen - The Netherlands). Failure
to comply with this deadline may affect the treatment of your complaint.
I. LUGGAGE
The baggage compartment of coaches having limited storage space, luggage
is restricted to one suitcase or one bag and one piece of hand luggage and
possibly one set of ski equipment per person. Other bulky
objects (extra bags, food bags, paragliders, etc.) will not be accepted on
board the coach, unless otherwise authorised in writing by
J. LIABILITY OF THE
PARTICIPANT
1
- Any journey or stay interrupted or
shortened by the participant or any service not used by the participant, for
any reason, will not be subject to a refund.
2 -
It is the client's duty to let the vendor know of any elements or particularity
he or she deems necessary, and must have it mentioned in the registration
contract given by the travel agency.
3 -
No claim regarding the price of the holiday will be entertained after the
return journey. It is the client's responsibility to
assess the price before departure, while accepting the fact that it is a
package price including a set of services whose prices cannot be detailed by
the organiser.
4 -
For women who are pregnant less than 8 months (at the time they travel), a
disclaimer of liability form will have to be filled in and given to
5 -
Any claim will necessarily be presented to the management services of the
accommodation called into question in writing during the stay. The
client will have to provide us in writing, by email (service_client@travelhorizon.com) or fax (+33.4.42.970.972)
any information regarding the failure to perform any of the services mentioned
in the contract.
6 -
Disabled persons: Depending on the country and on the law in
force in this country, some hotels are equipped to accommodate disabled persons
(please enquire before departure). A preliminary request must be sent to these
hotels for approval. It is important to mention the nature of
the disability while reserving. If you fail to do so, no claim will be
taken into account after you return regarding the unsuitability of the
facilities. Any mobility-impaired person (whether
travelling alone or with an accompanying person), whose impairment is caused by
a sensory or motor disability, age, sickness or any cause at the origin of a
disability in the use of air, rail, water or road transport, and whose
situation requires a particular attention and adapted services, must
necessarily mention this detail to us when reserving, since a specific request
must be sent to the services providers.
K. TRAVEL DOCUMENTS
The
travel documents (vouchers) are sent to the client by email a few days before
departure. These documents can be sent by mail or fax
on request and at an extra administrative cost of 38 euros. The
client must read, print and bring these documents along while travelling in
order to present them to the services providers, if necessary.
The pass will
be sent to the client's home address 15 days before departure. The client must
phone our customer service the day prior to departure if he or she has not
received the passes (+33 1 77 78 65 65).
In
no case will
The
fulfilment of administrative and health formalities and the costs for any
passport, ID card, visa, vaccination, etc. fall on the participant.
Given
the changes in political and health situations in some countries, it is the
client's responsibility to ask
L. MODIFICATION OR CANCELLATION BY THE
PARTICIPANT
1 -
Modification
No
modification will be possible for transport in general. It
is not possible to modify the names of the clients, to increase the number of
clients or to extend the duration of the stay for air and coach transport. If
the client wants to modify his or her method of transportation, he or she will
have to cancel the reservation first (see Cancellation conditions) and then
make a new reservation.
Only
one modification per client is allowed free of charge if a modification to the
departure date, the destination, the hotel where the client is staying or the
tour taken is not requested less than 42 days prior to the departure date and
the transport method is not modified for any of following cases:
a. extension to the duration of the stay,
b. increase in the number of clients,
c. change of the names of the clients.
In
other cases, modification charges will apply to clients if the client does not
cancel the main services and options. Otherwise, the cancellation conditions
will apply (non-refundable by the insurance company in case of cancellation).
Except
previously agreed with TRAVELHORIZON BV, any modification by the client -
occurring in conditions other than those mentioned in paragraphs “a, b and c” -
will be considered as a cancellation and will result in the same charges
applying, even in cases of postponed departure.
- From the reservation date to more than 42 days before departure: €38 per file.
- Less
than 42 days before departure: Cancellation charges will apply.
2 -
Cancellation
Any
cancellation must be notified by email (service_client@travelhorizon.com) or by fax (+33.4.42.970.972)
as well as by registered mail with acknowledgement of receipt, on the day you
receive the notification stating the effective cancellation date to the
following address:
In cases where
the client has subscribed to travel cancellation insurance, documentary evidence
will be required. Cancellation insurance costs €40 per file, except in the case
of some categories of travel, including air travel, where it represents a
percentage of the total journey.l. General and special terms and conditions of
insurance are available upon request from
Any cancellation of the holiday and the options by the participant will
result in variable charges, to be paid to
|
Number of days before departure |
Cancellation fees for the holiday |
Cancellation fees for the options |
|
More than 60: |
€50 |
No fees |
|
Between 60 and 45: |
25%
of the total amount of the
reservation |
25%
of the total amount of the option |
|
Between 45 and 31: |
50%
of the total amount of the
reservation |
50%
of the total amount of the option |
|
From 31 to 21: |
75%
of the total amount of the
reservation |
75%
of the total amount of the option |
|
Less than 21: |
100%
of the total amount of the
reservation |
100%
of the total amount of the option |
- From the
reservation date to more than 60 days before departure: €50 (see above)
plus charges paid for telex, fax and phone to pay for the reservations and
cancellations, if necessary. Fees are not refundable by the insurance company.
- No show:
100% of the fees for the holiday and options.
- Flights
only and/or charter flights: From reservation to no show: 100% of the
fees.
3 - TRAVELHORIZON BV reserves the right to cancel any
reservation if the balance has not been paid 30 days before departure. The
client will not be refunded for the deposit paid at the time of reservation.
4 -
Any stay started will be considered as entirely spent and will not be subject
to any refund.
5 - If, during
the stay, the client doesn’t make use of one or more of the ordered services,
no discount on the price can be requested from
6 - Options
The cancellation table above will apply to any option
cancelled. Any option ordered and not used (ski pass, coach, gear rental,
packed lunch, ski lessons...) will not be refunded by
Any option ordered can only be modified at the latest
21 days prior to departure.
Under no circumstances will the transport, insurance,
administrative and modification costs be refunded.
M. MODIFICATION OR CANCELLATION BY THE ORGANISER
1 -
If, before departure, some essential elements of the holiday are modified, the
client can, within seven days of being notified of such modification:
- Either
cancel the reservation and only the sums paid to the organiser will be
refunded, excluding any other compensation;
- Or
accept the modified holiday. The client then accepts the modifications as
well as any increase or decrease in the price arising out of these
modifications and will give up any claim regarding the changes made to the
holiday.
2 -
In the case that force majeure (strike, bad weather conditions, technical
incidents, etc…) causes the cancellation of the journey to the resort, only the
sums paid to the organiser can be reclaimed, excluding any other compensation.
In the case of a postponed return due to the aforementioned force majeure
reasons, the organiser will only bear the costs of the services planned
beforehand, excluding any other costs.
3 -
In all cases where the organiser would be forced to modify essential elements
of the journey or the stay due to circumstances beyond his or her control, or
in the interest of or for the security of the client, the client would only
receive the sums corresponding to the services not carried out and not
replaced.
4 -
Delayed departures and returns caused by periods of intense traffic, knock-on
turn-around delays, safety imperatives, strikes, technical incidents, weather
conditions, etc. cannot be subject to any compensation, in particular due to
the modification of the initial scheduled length of the programme.
5 -
Some schedules given to the client may be subsequently modified; you will be
notified by your travel agency before departure or by our representatives in
the resort if changes occur while you are abroad. Some charter flights can be
night flights or very early flights, with demanding schedules (see "Room
allocation"). The organiser reserves the right to modify plane types and
schedules. Flights can be direct or with one or several stopovers without prior
notice.
6 -
A change of airport can occur in
N. COMPLEMENTARY INSURANCE
For
some countries, vaccinations or preventive treatments against malaria are not
compulsory but recommended. You are responsible for your own health. Simple and
effective measures can protect you. Please prepare yourself in advance for such
procedures and allow time: some vaccinations require several injections. Please
have with you the necessary usual medicines in case of emergency.
You
can also subscribe to additional insurance policies on our websites. You can print
the general and special terms and conditions of insurance policies directly
from our website or request them over the phone (+33 1 77 78 65 65.).
-
Rescue and repatriation insurance on the slopes.
-
Snow guarantee insurance.
-
Cancellation insurance.
Insurance
policies are not modifiable or refundable. The cancellation and snow guarantee
insurance policies must be subscribed to when you reserve.
It is
obligatory to provide full names and dates of birth of the participants when
subscribing to insurance policies. It is the client's responsibility to provide
this data and under no circumstances will
O. PROTECTION OF THE USER'S PERSONAL DATA
Letters
sent via email (email: Newsletters)
Any registration on our website after viewing the offers will automatically
sign you up for TRAVELHORIZON BV newsletters. You can unsubcribe at any time on
request, under the following links:
For
TravelHorizon and SkiHorizon: http://www.skihorizon.com/travel/fr/static/desinscriptionNL.asp
For Spahorizon:
http://www.thalatel.com/fr/static/desinscriptionNL.asp
For Halloween: http://lbv5.mperf.com/form.aspx?GV1=B2D103E00000000000000000000002W6
For Totem: http://lbv5.mperf.com/form.aspx?GV1=B2D103E00000000000000000000001LX
For Net4ski or
Net4holidays: http://lbv5.mperf.com/form.aspx?GV1=B2D103E00000000000000000000002W4
2 -
Personal data
The websites, operated by
The
information you give on the websites allows
Unless
otherwise stated by the user,
P. MINORS
Parents or legal
guardians are liable for any event or accident caused by a child under 18. They
must countersign the registration form for the child (if need be) and handwrite
a certificate allowing the child to leave the country or to go on holidays.
This certificate leaves TRAVELHORIZON free of any liability regarding the
actions and whereabouts of the child on site. An exemple parental certificate
is available on our websites or upon request from the call center (+33 1 77 78 65 65). It is
imperative that this attestation is sent by fax (+33.4.42.970.972) or email (service_client@travelhorizon.com) with the
client’s name and number.
Q. APPLICABLE
LAW
In
accordance with Article 3 of the Rome Convention and with the Electronic
Commerce Directive (8th June 2000), the parties to the contract agree that
these Terms and Conditions are governed by Dutch law and designate by contract
the courts of the Netherlands to settle legally any dispute that may arise
between them.
R. FINAL PROVISIONS
The
fact that TRAVELHORIZON does not, at any time, prevail over any of the
provisions of these Terms and Conditions cannot be interpreted as a
renunciation by them to subsequently prevail over any of the aforementioned
provisions.
If
any of the provisions of these Terms and Conditions were to be declared null
and void, this provision would be deemed not to be written, without any effect
on the validity of the other provisions, except if the provision declared null
and void was essential and decisive. In this case, the parties will negotiate
its substitution by a provision having a similar economic effect.
Any
case of force majeure, including the interruption of telecommunication, any
industrial action by carriers, hoteliers or air traffic controllers, suspends
the aforementioned obligations which are affected by cases of force majeure and
exempts the party who would have had to fulfil the obligation in question from
any liability. You will thus bear all the financial consequences resulting from
any incidence of force majeure affecting the ability of