Booking Conditions

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Booking types covered by these conditions:

Accommodation Only — you have booked accommodation through us as agent for the Accommodation Provider. Part B applies.

Package Holiday (Agent Sale) — you have booked a package holiday organised by a third-party Operator, sold through us as retail agent. Part C applies.

Individual Travel Services — you have booked one or more standalone travel services (such as transfers, ski hire, lift passes or ski school) through us as agent for the relevant supplier. Part D applies.

Package Holiday (Snow Dragon Organiser) — you have booked a package holiday organised by Snow Dragon itself. Part E applies instead of Parts A–D.

Part A: Conditions Applying to All Bookings

A1. About Us

Snow Dragon Ski Holidays Ltd (“Snow Dragon”, “we”, “us”, “our”) is a travel agent registered in England and Wales. Company No. 17051389. Registered address: 167–169 Great Portland Street, 5th Floor, London, W1W 5PF. Email: enquiries@snowdragonskiholidays.com. Phone: +44 20 4652 3510.

A2. Definitions

A3. Our Role

In all bookings covered by these conditions, Snow Dragon acts as agent for the relevant Supplier. Your contract for the travel services booked is with the Supplier, and the Supplier's own terms and conditions also apply to your booking. Snow Dragon is responsible for arranging your booking with reasonable skill and care; we are not responsible for the acts or omissions of Suppliers, or for matters arising during your trip which are under the Supplier's control. We do not own, control or operate the travel services provided.

A4. Booking Confirmation

A binding contract between you and the Supplier is formed when your booking is confirmed by the Supplier, which we communicate to you. Please check your confirmation carefully and notify us of any errors as soon as possible. Names must match those in the relevant travel documents.

By making a booking, the Lead Passenger confirms:

• they are authorised to accept these conditions on behalf of all party members;
• all party members are aged 18 or over, or accompanied by a responsible adult;
• all details provided are accurate and complete; and
• they accept financial responsibility for all payments due.

A5. Payment

A non-refundable deposit (amount advised at time of booking) is required to confirm your booking. The full balance is due at least 84 days before departure. If you book within 84 days of departure, full payment is due immediately. Failure to pay on time may result in cancellation and loss of your deposit. All payments are made by you to the relevant Supplier via us acting as their agent.

If you have a concern about your booking, we ask that you contact us first so we can attempt to resolve it. Initiating a payment dispute or chargeback with your card provider without first giving us the opportunity to investigate and resolve the matter may delay resolution of your claim, and we reserve the right to recover any administrative costs incurred as a result.

A6. Financial Protection

All client payments are processed through Protected Trust Services (PTS member 6470) and held in a ring-fenced client Trust Account. This protects your money in the unlikely event of Snow Dragon's insolvency. Additional financial protection applicable to your specific booking type is set out in Parts B, C and D below.

How we protect your money and your holiday →

A7. Travel Insurance

We strongly recommend purchasing comprehensive travel insurance as soon as your booking is confirmed. Skiing is a high-risk activity and your policy should cover cancellation, medical expenses, repatriation, ski equipment, piste closure and personal liability. Personal liability insurance is compulsory for skiing in many countries. If you have a valid UK Global Health Insurance Card (GHIC) (or equivalent EU EHIC card) it may cover some emergency medical treatments in certain destinations, but it does not replace travel insurance and may not cover all costs. If you travel without adequate insurance, we will not be liable for any losses that would otherwise have been covered.

A8. Passport, Visa and Health Requirements

We will provide general information about passport, visa and health requirements for UK citizens where available. It remains your responsibility to ensure all travel documents and entry requirements are met for every member of your party. We accept no liability if you or any party member is unable to travel due to non-compliance with these requirements.

A9. Changes by You

To change your booking after confirmation, please contact us in writing (email is acceptable). We will use reasonable efforts to accommodate requests, but changes are subject to the Supplier's agreement and cannot be guaranteed. An administration fee of £30 applies per change, plus any charges levied by the Supplier. Changes made closer to departure typically incur higher charges.

If your party size decreases, the remaining members may be required to pay an under-occupancy supplement. We will advise you of any additional cost at the time.

Requests for specific rooms, room locations, views or bedding configurations will be passed to the Supplier but cannot be guaranteed.

A10. Behaviour

All members of your party are expected to behave responsibly and with consideration for others. The Supplier reserves the right to terminate the stay or participation of any party member whose behaviour, in the reasonable opinion of the Supplier or their representative, causes or is likely to cause danger, distress, damage or offence. Snow Dragon and the Supplier also reserve the right to act on any decision made by relevant local authorities in connection with the behaviour of any party member. In such cases, full cancellation charges apply and no refund will be given. Neither Snow Dragon nor the Supplier will have any further liability for costs, alternative arrangements or onward travel. Any damage caused to property must be paid for directly to the relevant Supplier before departure, or as soon as the cost is established.

A11. Ski and Snow Conditions

Skiing is an outdoor activity dependent on weather and natural conditions. Snow conditions, piste availability and lift operations are controlled by the local lift company and resort authorities and may vary throughout the season and during your stay. The lack of snow, poor snow conditions, limited piste availability, or closure of lifts or ski areas for operational, weather, safety or avalanche reasons do not constitute a Significant Change to your booking and do not entitle you to cancel, obtain a refund or claim compensation.

A12. Resort Facilities

Some facilities within ski resorts (including pools, spas, saunas, hot tubs, gyms, restaurants and bars) may be operated by third parties and may occasionally close for maintenance, operational or weather-related reasons. The temporary or partial closure of such facilities does not constitute a Significant Change and does not entitle you to cancel or claim compensation.

Swimming pools in alpine resorts are typically heated to temperatures lower than those found in summer holiday destinations. Pool temperatures are determined by local operators and may vary depending on weather conditions and energy regulations. This is a normal feature of mountain resort facilities and is not grounds for cancellation, refund or compensation.

Local regulations or customs may apply to certain facilities. For example, some French public swimming pools require close-fitting swimwear rather than loose swim shorts. Compliance with local rules is the responsibility of the traveller.

A13. Accommodation Standards

Accommodation standards and facilities in alpine resorts may differ from those in other destinations and from UK expectations. Properties are described according to local classification systems where applicable. We make reasonable efforts to describe accommodation accurately based on information provided by the Supplier, but local conditions and standards vary. Minor variations in presentation, furnishings or facilities are normal and do not constitute a breach of contract. Personal preferences or subjective dissatisfaction with aspects of the accommodation — such as décor, furnishings, food style or atmosphere — are not grounds for cancellation, refund or compensation.

A14. Resort Environment

Ski resorts are active environments and noise from snow-clearing equipment, piste grooming machines, nightlife or early morning resort operations may occasionally occur. This is a normal characteristic of ski resort environments.

A15. Ski Hire, Lift Passes and Ski School

Where ski hire, lift passes and ski school are not included in your booking, these services are provided by independent local suppliers. While we may assist with arrangements, these services are not operated by us and are subject to the terms and conditions of the relevant local provider. Any issues with these services should be addressed directly with the supplier. Our liability does not extend to services provided by independent local suppliers that do not form part of your booking.

A16. Transfers

Where transfers are arranged through us, the following applies. Transfer times are estimates only and may vary due to traffic, weather or road conditions. We will arrange transfers with reasonable care and skill, but the transfer operator cannot guarantee exact journey times and journey times are beyond our control. Delays during peak weekends or adverse weather are common in alpine regions. We recommend allowing sufficient time between transfers and flights and ensuring your travel insurance covers missed connections.

A17. Check-In and Check-Out

Standard check-in is from approximately 3pm and check-out by 10am, unless otherwise stated in your booking confirmation. If you arrive after midnight, your accommodation will have been held from the previous day and that night counts as the first night of your stay. Some destinations impose locally collected tourist taxes (typically €1–3 per person per night) payable directly to the accommodation. Tourist taxes are not included in your booking price unless specifically stated and are subject to change by local authorities without notice.

A18. Unavoidable and Extraordinary Circumstances

We are not liable for any failure, change or cancellation caused by unavoidable and extraordinary circumstances beyond our or the Supplier's reasonable control, including war, terrorism, civil unrest, natural disaster, severe weather, epidemic, pandemic, or government-imposed travel restrictions including FCDO advice against all travel to the destination. In such circumstances we will use reasonable efforts to obtain any available refunds or credits from the Supplier and pass these on to you in full, but we cannot guarantee that a full refund will be available. If the FCDO advises against all but essential travel but the relevant services remain available, this does not automatically entitle you to a full refund.

A19. Our Liability

Our responsibility is limited to acting with reasonable skill and care in arranging your booking as agent. Provided we have fulfilled this duty, we are not responsible for the acts or omissions of any Supplier, or for matters arising during your trip which are under the Supplier's control.

We are not liable where:

• services cannot be provided as booked due to unavoidable and extraordinary circumstances;
• any loss or damage could not have been foreseen at the time of booking based on information provided by you; or
• any loss or damage relates to services which do not form part of our contract with you.

Our maximum liability to you (other than for death or personal injury caused by our negligence) is limited to three times the total cost of the services booked through us. Our liability is also subject to the terms and conditions of the relevant Supplier and any applicable international conventions. You must take reasonable steps to minimise any loss or damage you suffer. Failure to do so may reduce any compensation payable.

A20. Assistance in Difficulty

If you are in difficulty during your trip, we will provide appropriate assistance, including information on health services, local authorities and consular assistance, and help with distance communications where reasonably possible. If the difficulty is caused intentionally by you or through your negligence, we may charge a reasonable fee for such assistance.

A21. Complaints

If something goes wrong during your trip, you must inform the relevant Supplier immediately and contact us as soon as reasonably possible so that there is an opportunity to remedy the issue. If the problem is not reported at the time and the Supplier is not given a reasonable opportunity to resolve it, this may affect your right to claim compensation or the amount of compensation payable.

If the problem is not resolved locally, please write to us within 28 days of returning home with your booking reference and full details. We will acknowledge your complaint within 5 working days and aim to provide a full response within 28 days.

If your complaint remains unresolved following our final response, you may refer it to the Centre for Effective Dispute Resolution (CEDR) for independent alternative dispute resolution. CEDR is an approved ADR provider under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. Details of the scheme and how to submit a complaint are available at www.cedr.com. We commit to participating in CEDR proceedings where a complaint is referred to them.

A22. Supplier Terms and Conditions

Your booking is also subject to the terms and conditions of the relevant Supplier, which form part of your contract with them. These may limit or exclude the Supplier's liability to you. Copies are available on request.

A23. Data Protection

We process the personal data of all party members provided in connection with your booking in accordance with our Privacy Policy. This involves sharing necessary information with Suppliers to fulfil your contract. For full details on how we protect your data and your rights under UK/EU GDPR, please refer to our Privacy Policy.

A24. Governing Law

These conditions are governed by the laws of England and Wales. If you reside in Scotland or Northern Ireland, you may bring proceedings in your local courts under Scots or Northern Irish law. If you reside in the EU or EEA, nothing in these conditions affects any rights you may have under the law of your country of residence.

Part B: Additional Conditions — Accommodation-Only Bookings

B1. Your Contract

When you book accommodation only through us, we act as agent for the Accommodation Provider. Your contract for the accommodation is with the Accommodation Provider. An accommodation-only booking is not a package holiday and is not protected under the Package Travel and Linked Travel Arrangements Regulations 2018.

B2. What's Included

Your booking confirmation sets out exactly what is included. Unless specifically confirmed in writing, the following are not included: flights, transfers, lift passes, ski hire, ski school, meals beyond the stated board basis, travel insurance, locally collected tourist taxes, and any optional extras arranged independently.

B3. Separate Travel Services

Where we assist you in booking additional travel services after you have confirmed your accommodation, those services are provided under separate contracts with the relevant suppliers and are subject to their own terms and conditions. Booking accommodation together with separately arranged transfers, ski hire or other services does not constitute a package holiday or linked travel arrangement for the purposes of the PTR 2018.

B4. Financial Protection

In addition to the PTS trust account protection described in clause A6, your accommodation booking is protected by our Supplier Failure Insurance in the unlikely event of Accommodation Provider insolvency. Accommodation-only bookings are not covered by ATOL protection, which applies only to flight-inclusive packages.

How we protect your money and your holiday →

B5. Cancellation by You

You may cancel your booking at any time. Cancellation must be notified to us in writing by the Lead Passenger (email is acceptable) and takes effect from the date we receive written notice during normal office hours. We will send written cancellation confirmation within two business days; if you do not receive this, please contact us.

Cancellation charges are calculated as a percentage of the total accommodation price payable at the time of cancellation, excluding insurance premiums and amendment fees, which are non-refundable in all circumstances. These charges reflect the charges applied by the Accommodation Provider and any administrative costs incurred by us as a result of the cancellation.

If the applicable cancellation charge is less than the deposit paid, the full deposit will be retained.

Certain accommodation arrangements may be non-refundable from the time of booking or shortly after. Where this applies, you will be advised at the time of booking, and the relevant charge may apply in addition to those shown above.

If only some members of your party cancel, the remaining members may be required to pay an under-occupancy supplement. We will advise of any additional cost at the time.

If your reason for cancellation is covered under your travel insurance policy, you may be able to reclaim cancellation charges from your insurer.

Cancellation due to extraordinary circumstances. You may cancel without paying cancellation charges where unavoidable and extraordinary circumstances occur at or immediately adjacent to the destination which significantly affect your stay or your ability to travel to it. In such cases we will use reasonable efforts to obtain available refunds from the Accommodation Provider and pass these on to you, but we cannot guarantee a full refund will be available.

B6. Changes or Cancellation by the Accommodation Provider

The Accommodation Provider may make changes to or cancel your booking. Where they do so, we will inform you as soon as reasonably possible. Cancellation will not normally occur less than 12 weeks before arrival except in cases of unavoidable and extraordinary circumstances, your failure to pay, or where required by the Accommodation Provider.

If a Significant Change is made or your booking is cancelled (other than due to unavoidable and extraordinary circumstances or your non-payment), you may:

• accept the change;
• accept alternative accommodation of comparable standard, where we will use reasonable efforts to assist you in sourcing alternative accommodation, with a refund of any price difference if of lower value; or
• cancel and receive a full refund of all monies paid to us.

Non-refundable rates. Where your accommodation was booked at a non-refundable rate, any cancellation or significant change by the Accommodation Provider does not automatically entitle you to a full refund. In such circumstances we will use reasonable efforts to obtain whatever refund or credit the Accommodation Provider makes available and pass this on to you in full, but we cannot guarantee recovery of any amount. We will inform you of the position as soon as we are able. Where no refund is recoverable from the provider, we will confirm this in writing so that you may pursue a claim under your travel insurance policy if applicable.

Part C: Additional Conditions — Package Holiday Bookings (Agent Sale)

C1. Your Contract

When you book a package holiday through us, we act as retail agent for the Operator. Your contract for the package is with the Operator, and the Operator's own booking conditions apply alongside these conditions. Snow Dragon's role is limited to arranging the booking on your behalf and transmitting payments to the Operator as their agent.

C2. What's Included

The components of your package are set out in the Operator's confirmation and your booking confirmation. The Operator's booking conditions govern what is and is not included in your package.

C3. Financial Protection

Package holidays sold through us are financially protected by the Operator's own bonding arrangements, which will be either ATOL (for flight-inclusive packages) or an alternative approved scheme. Details of the Operator's financial protection will be stated in your booking confirmation. You will receive an ATOL certificate where applicable. In addition, all payments made to Snow Dragon are held in our PTS trust account as described in clause A6.

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C4. Your Rights Under the PTR 2018

Because your booking is a package holiday, you have the following rights under the PTR 2018 in relation to the Operator:

• The right to transfer your booking to another traveller in certain circumstances;
• The right to cancel before departure without paying a cancellation charge in the event of unavoidable and extraordinary circumstances at the destination;
• Where the Operator makes a significant change or cancels your package, the right to accept the change, accept an alternative package, or receive a full refund;
• The right to an appropriate price reduction or compensation where any travel service included in the package is not performed or is performed deficiently;
• The right to contact the Operator's emergency assistance line during your trip.

These rights are enforceable against the Operator. Snow Dragon's liability as agent is limited as set out in clause A19.

C5. Cancellation by You

Cancellation charges for package holidays are those set by the Operator and communicated to you at the time of booking. In addition, Snow Dragon's administration fee of £30 per booking applies. The written notice requirements in clause B5 apply equally to package holiday cancellations.

C6. Changes or Cancellation by the Operator

Where the Operator makes a significant change to or cancels your package, your rights are as set out in clause C4 and the Operator's own booking conditions. We will communicate any such notification to you as soon as reasonably possible and will assist you in exercising your rights, but liability for the change or cancellation rests with the Operator.

C7. Pre-Departure Information

We will provide you with all necessary pre-departure information supplied to us by the Operator, including emergency contact details, confirmation of any special requirements, and details of how to contact local assistance during your trip.

We aim to provide you with all relevant pre-departure information at least 7 days prior to your travel. However, some operators only provide the information 3–4 days before departure. This is outside of our control and we can only provide the information when we receive it.

Part D: Additional Conditions — Individual Travel Services

D1. Your Contract

When you book an individual travel service through us, we act as agent for the relevant Supplier. Your contract is with the Supplier and the Supplier's own terms and conditions apply to your booking. We do not provide or operate these services ourselves. The booking of individual travel services does not constitute a package holiday or linked travel arrangement.

D2. What's Included

The service booked is as stated in your booking confirmation. Individual travel services do not include accommodation, flights or any other components unless separately confirmed.

D3. Financial Protection

Individual travel service bookings are not package holidays and are not covered by ATOL or PTR 2018 insolvency protection. Payments made to Snow Dragon are held in our PTS trust account as described in clause A6.

How we protect your money and your holiday →

D4. Cancellation

Cancellation charges for individual travel services are those of the relevant Supplier and will be communicated to you at the time of booking. Written notice of cancellation must be given to us by the Lead Passenger (email is acceptable).

Part E: Package Holidays Organised by Snow Dragon

E1. About Us

Snow Dragon Ski Holidays Ltd (“Snow Dragon”, “we”, “us”, “our”) is a travel agent and package organiser registered in England and Wales. Registered address: 167-169 Great Portland Street, 5th Floor, London, United Kingdom, W1W 5PF. Email: enquiries@snowdragonskiholidays.com. Phone: +44 20 4652 3510.

E2. Definitions

E3. Your Contract

A binding contract is formed when we issue your booking confirmation and we have received the required deposit. Please check your confirmation carefully and notify us of any errors as soon as possible. Names must match those in the relevant passports. By making a booking, the Lead Passenger confirms:

• they are authorised to accept these conditions on behalf of all party members;
• all party members are aged 18 or over (or accompanied by a responsible adult);
• all details provided are accurate and complete; and
• they accept financial responsibility for all payments due.

E4. What Is a Package Holiday?

A Package Holiday is a combination of at least two different types of travel service (e.g. flights and accommodation, or accommodation and transfers) arranged by us for the same trip. Package Holidays are protected under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”). Single-service bookings (e.g. accommodation only) are covered by our separate Accommodation Only conditions in Part B above.

E5. Pre-Booking Information

Before you book, we will provide you with the legally required Standard Information Form explaining your key rights under the Package Travel and Linked Travel Arrangements Regulations 2018. Please read this carefully before confirming your booking.

E6. What's Included

Your booking confirmation sets out exactly what is included in your package. Unless specifically confirmed in writing, the following are not included: travel insurance, locally collected tourist taxes, lift passes, ski hire, ski school, meals beyond the stated board basis, and any optional extras or excursions arranged independently.

E7. Payment

A non-refundable deposit (amount advised at time of booking) is required to confirm your booking. The full balance is due at least 12 weeks before departure. If you book within 12 weeks of departure, full payment is due immediately. Failure to pay on time may result in cancellation and loss of your deposit. Prices include all applicable taxes at the time of booking but may be subject to fuel surcharges or taxes or fees imposed by third parties, as set out in clause E13.

If you have a concern about your booking, we ask that you contact us first so we can attempt to resolve the issue. Initiating a payment dispute or chargeback with your card provider without first giving us the opportunity to investigate and resolve the matter may delay the resolution of your claim and we reserve the right to recover any administrative costs incurred as a result.

E8. Financial Protection

Your holiday is financially protected as follows:

• Where your package includes a flight arranged through an ATOL-licensed operator, your money is protected by that operator's ATOL. You will receive an ATOL Certificate from the relevant operator confirming what is protected.
• All client payments are processed through Protected Trust Services (PTS) and held in a ring-fenced client trust account.
• For all other non-package bookings, which are not covered by ATOL, your money is also protected by our Supplier Failure Insurance.

How we protect your money and your holiday →

E9. Travel Insurance

Adequate travel insurance is a condition of booking with us. Your policy must cover cancellation, medical expenses, repatriation, ski equipment, piste closure, and personal liability. We strongly recommend purchasing insurance as soon as your booking is confirmed. If you travel without adequate insurance, we will not be liable for any losses that would otherwise have been covered.

E10. Passport, Visa and Health Requirements

We will provide general information about passport, visa and health requirements for UK citizens where available. However, it remains your responsibility to ensure all travel documents and entry requirements are met for every member of your party. We accept no liability if you or any party member is unable to travel due to non-compliance with these requirements.

E11. Changes by You

To change your booking after confirmation, please write to us (email is acceptable). We will use reasonable efforts to accommodate requests, but changes cannot be guaranteed. An administration fee of £30 applies per change, plus any charges from suppliers. Changes made closer to departure typically incur higher charges. Certain arrangements (e.g. scheduled flights) may not be changeable at all.

You may transfer your booking to another person who satisfies all applicable conditions, provided you give us reasonable notice (normally at least 14 days before departure). Both you and the new traveller are jointly responsible for all transfer costs.

Requests for specific rooms, room locations, views or bedding configurations will be passed to the accommodation provider but cannot be guaranteed.

E12. Cancellation by You

You, or any member of your party, may cancel your booking at any time. Cancellation must be notified to us in writing by the Lead Passenger (email is acceptable). Cancellation takes effect from the date we receive written notice during our normal office hours. We will send you a written cancellation confirmation — if you do not receive this within two business days, please contact us.

Because we incur costs from our suppliers from the time your booking is confirmed, cancellation charges will apply as set out below. These charges reflect the costs and losses we incur as a result of the cancellation. Cancellation charges are calculated as a percentage of the total holiday price payable at the time of cancellation, excluding any insurance premiums or amendment fees, which are non-refundable in all circumstances.

If the applicable cancellation charge is less than the deposit paid, the full deposit will be retained.

Certain elements of your holiday (for example scheduled flights, lift passes or event tickets) may be non-refundable from the time of booking or shortly after. Where this applies, the relevant charge may be passed on to you in addition to the cancellation charges shown above. You will be advised of any such conditions at the time of booking.

If only some members of your party cancel, the remaining members may be required to pay an under-occupancy supplement to retain the same accommodation. We will advise you of any additional cost at the time.

Note: if your reason for cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim cancellation charges from your insurer.

Cancellation due to extraordinary circumstances. You may cancel your package before departure without paying cancellation charges where unavoidable and extraordinary circumstances occur at the destination or its immediate vicinity which significantly affect the performance of the package or the carriage of passengers to the destination. In such cases we will provide a full refund of all payments made for the package, but we will have no further liability and no additional compensation will be payable.

E13. Price Changes After Booking

We may adjust your holiday price after booking only in limited circumstances: changes in transportation costs (e.g. fuel), or taxes or fees imposed by third parties, or exchange rates. No price increase will be made within 20 days of your departure date.

We will absorb any increase up to 2% of your holiday price. If the increase exceeds 8%, you may cancel and receive a full refund of all monies paid, excluding amendment fees. You must notify us of your decision to cancel within the period stated in our notification to you.

If the price of your holiday decreases due to changes referred to above, you will be entitled to a price reduction. We may deduct any administrative expenses incurred in processing the refund.

E14. Changes or Cancellation by Us

We reserve the right to make changes to your holiday. Minor Changes do not entitle you to cancel without charge — we will notify you promptly.

If we make a Significant Change or cancel your holiday (other than due to unavoidable and extraordinary circumstances or your non-payment), you may:

• accept the change;
• accept an alternative holiday of comparable standard (with a refund of any price difference if lower in value); or
• cancel and receive a full refund of all monies paid.

Where we cancel or make a Significant Change, we will also pay the following compensation per person (except where the change or cancellation is due to unavoidable and extraordinary circumstances):

E15. Our Liability to You

As package organiser, we are responsible for the proper performance of the travel services included in your package. If any travel service included in your package is not performed in accordance with the contract, we will remedy the lack of conformity unless this is impossible or involves disproportionate costs.

If a service is not performed properly and this materially affects your holiday, you may be entitled to a price reduction, compensation, or both — except where:

• the failure is attributable to you or another member of your party;
• the failure is caused by a third party unconnected with the package and was unforeseeable; or
• the failure is due to unavoidable and extraordinary circumstances (see clause E26).

Any compensation payable will take into account all relevant factors including the extent of the lack of conformity, the value of the affected travel service in relation to the overall package, and whether the issue was remedied during your stay.

Our liability is limited to a maximum of three times the total cost of your holiday, except in cases of death or personal injury caused by our negligence. Our liability is also subject to the terms and conditions of the relevant suppliers and any applicable international conventions (including the Montreal, Athens, Berne and Paris Conventions).

You must take reasonable steps to minimise any loss or damage you may suffer during your holiday. Failure to do so may reduce any compensation payable.

E16. Assistance in Difficulty

If you are in difficulty during your holiday, we will provide appropriate assistance, including information on health services, local authorities and consular assistance, and help with distance communications where reasonably possible. If the difficulty is caused intentionally by you or through your negligence, we may charge a reasonable fee for such assistance.

E17. Transfers

Transfer times are estimates only and may vary due to traffic, weather or road conditions. While we will ensure transfers are provided with reasonable care and skill, we cannot guarantee exact journey times. Delays during peak weekends or adverse weather are common in alpine regions. We recommend allowing sufficient time between transfers and flights and ensuring your travel insurance covers missed connections.

E18. Ski and Snow Conditions

Skiing is an outdoor activity dependent on weather and natural conditions. Snow conditions, piste availability and lift operations are controlled by the local lift company and resort authorities and may vary throughout the season and even during your stay.

The lack of snow, poor snow conditions, limited piste availability, closure of ski lifts or ski areas for operational, weather, safety or avalanche reasons do not constitute a Significant Change to your holiday and do not entitle you to cancel, obtain a refund or claim compensation.

E19. Resort Facilities

Some facilities within ski resorts (including swimming pools, spas, saunas, hot tubs, gyms, restaurants or bars) may be operated by third parties and may occasionally close for maintenance, operational reasons or due to weather conditions. The temporary or partial closure of such facilities does not constitute a Significant Change to your holiday and does not entitle you to cancel or claim compensation.

Swimming pools in alpine resorts are typically heated to temperatures lower than those commonly found in summer holiday destinations. Pool temperatures are determined by local operators and may vary depending on weather conditions and energy regulations. This is a normal feature of mountain resort facilities and is not grounds for cancellation, refund or compensation.

Local regulations or customs may apply to certain facilities. For example, some French public swimming pools require close-fitting swimwear rather than loose swim shorts. Compliance with such local rules is the responsibility of the traveller and enforcement is at the discretion of the local operator.

E20. Accommodation Standards

Accommodation standards and facilities in alpine resorts may differ from those in other destinations and from UK standards. Properties are described according to local classification systems where applicable. We make reasonable efforts to describe accommodation accurately, but local conditions and standards vary.

E21. Resort Environment

Ski resorts are active environments and noise from snow-clearing equipment, piste grooming machines, nightlife or early morning resort operations may occasionally occur. This is a normal characteristic of ski resort environments.

E22. Ski Hire, Lift Passes and Ski School

Ski hire, lift passes and ski school services are provided by independent local suppliers. While we may assist with arrangements, these services are not operated by us and are subject to the terms and conditions of the relevant local provider. Any issues with these services should be addressed directly with the supplier. Our liability does not extend to services which are not part of your package and which are provided by independent local suppliers.

E23. Behaviour

All members of your party are expected to behave responsibly and with consideration for others. We reserve the right to terminate the holiday of any party member whose behaviour, in the reasonable opinion of us, our representative or the relevant supplier, causes or is likely to cause danger, distress, damage or offence. In such cases, full cancellation charges apply and no refund will be given. We will have no further liability for costs, alternative accommodation or onward travel. Any damage caused to property must be paid for directly to the relevant supplier before your departure, or as soon as the cost is established.

E24. Complaints

If any travel service included in your package is not performed in accordance with the contract, you must inform the relevant supplier and contact us as soon as reasonably possible so that we have the opportunity to remedy the issue. If the problem is not reported while you are in resort and we are not given a reasonable opportunity to resolve it, this may affect your right to claim compensation or the amount of compensation payable.

The complaints process, including timescales and independent dispute resolution, is the same as set out in clause A21 (Complaints) above.

E25. Supplier Terms and Conditions

Your holiday is also subject to the booking conditions of the relevant suppliers (airlines, hotels, transfer companies, etc.), which form part of your contract. These may limit or exclude the supplier's liability to you. Copies are available on request.

E26. Unavoidable and Extraordinary Circumstances

We are not liable for any failure, change or cancellation caused by unavoidable and extraordinary circumstances beyond our reasonable control, including war, terrorism, civil unrest, natural disaster, severe weather, epidemic, pandemic, or government-imposed travel restrictions (including FCDO advice against all travel to the destination). In such cases, we will provide a refund of payments made for the affected travel services, but we are not liable for additional compensation or costs.

E27. Governing Law

These conditions are governed by the laws of England and Wales. If you reside in Scotland or Northern Ireland, you may bring proceedings in your local courts under Scots or Northern Irish law.

Snow Dragon Ski Holidays Ltd — Registered in England and Wales — Company No. 17051389

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