Booking Terms and Conditions
The following booking conditions form the basis of your relationship with Riders Retreat of 16 Hall Park, Berkhamsted, Herts, HP4 2NU. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions and agree to them.
These booking conditions only apply to arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable). All references in these booking conditions to "holiday", "booking", "contract", or "arrangements" mean such holiday arrangements unless otherwise stated.
In these booking conditions, "you" and "your" means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them as the context requires. "We", "us" and "our" means Riders Retreat.
If you book more than one service, such as accommodation and lift passes, at the same time, the price payable for those services may, for convenience only, be charged to you as an arithmetical total. No "package" is created by us and we are not the organiser of any "package" within the meaning of the Package Travel, Package Holidays and Package Tours Regulations 1992.
Your contract for any accommodation will be with us. Your contract for any lift passes, transfer, or other arrangements will be with the supplier concerned for whom we act as agent. We accept no liability in relation to the transfer(s) and/or lift pass (as applicable) itself or for the acts or omissions of the respective supplier(s) concerned. For such bookings the terms and conditions of supplier concerned will apply to your contract (copies available on request from us). However, in the event that we are found liable on any basis whatsoever our maximum liability to you is limited to the amount of our commission for any such booking. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment. The following terms and conditions apply to your contract with us for any accommodation:
1) In this agreement:
- "Meeting Point" - means the place specified by us in the Holiday Pack as the place we will meet and start your holiday (normally the accommodation booked).
- "Start Date" - means the date on which we meet to start your holiday.
- "Holiday" - means a holiday or accommodation organised by Riders Retreat.
- "Holiday Pack" - means whatever documents we send to you in hard or soft copy to provide information about your Holiday.
2) Your accommodation
2.1 The following items are included in your arrangements with us:
- accommodation, electricity, water, heating, bed linen and towels and end of stay cleaning (except the kitchen area and washing up). All local taxes (taxe de sejour).
2.2 The following items are not included:
- return flights or transfers to the Holiday destination;
- all other costs incurred before arrival at the Meeting Point and after you return to the departure point;
- travel insurance or any other insurance personal to you;
- passport and visa costs;
- vaccinations and medication, before, during and after the Holiday;
- food and drink over and above what we include in the Holiday;
2.3 Please be aware that on changeover day we will have other people arriving and other people leaving, where possible we will try to minimize disruption, however please be prepared to vacate the property by 10:00 on your day of departure, and not occupy the property before 16:00 on day of arrival. We will however try to store your luggage for you out of these times where possible.
2.4 It is your responsibility to notify us of your expected arrival time in order that we can arrange your access to the property. If you do not notify us or you are delayed we may have to make other arrangements for your arrival.
2.5 Where an arrival is after midnight it may be necessary to ask you to let yourself into your property.
2.6 There is limited parking available at all of our properties which is operated on a first come first served basis. We cannot ever guarantee you will be allocated a parking space.
2.7 When there is no parking available at a property we may suggest alternative parking locations.
2.8 In all cases Riders Retreat cannot accept responsibility for any vehicle parked on or off our properties, or its contents; vehicles are left entirely at the owner's risk.
2.9 For health and safety reasons smoking is strictly prohibited within the building and apartments. If people wish to smoke they must do so outside of these areas. If it is found that you have smoked within our accommodation you will be liable to a cleaning charge of up to €500.
3) Booking your holiday
3.1 We will hold a provisional booking for seven days to allow you time to send us your deposit. When we receive your deposit, we will, subject to the availability of your chosen arrangements, send you a confirmation email which confirms your booking. The contract between us comes into existence at that time. If we are unable to accept your booking, we will of course return your payment to you.
3.2 When you make a booking the first named person on the booking ("party leader") must be authorised to make the booking on the basis of these booking conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. By making a booking form, the party leader confirms that he/she is so authorised. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made.
3.3 We both agree that English law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us ("claim") except as set out below. We both also agree that any claim must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
4.1 You can pay by using our online payment gateway on our website. This can be via a credit/debit card or PayPal account. Where this is not possible bank details can be provided to enable you to pay by bank transfer.
4.2 The balance payment for all holidays is due at latest 8 weeks (56 days) before departure. This date will be shown on the confirmation invoice. Reminders are not sent. If we do not receive all payments due (including any surcharge where applicable) in full and on time, we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid or due at that date. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in clause 7 depending on the date we reasonably treat your booking as cancelled.
4.3 When we advertise and bill in €EUR but charge in £GBP (which is generally the case) we use the latest exchange rates from openexchangerates.org . Where this service fails or provides an inaccurate result, both parties will endeavour to rectify the situation. If you are not happy with the rate offered, method of conversion, or your native currency is €EUR, please contact us as we may be able to organise a different payment solution. However, this method generally saves both parties from losing out to buy/sell exchange rates and fees imposed via banks and payment providers.
4.4 We will not be responsible for charges imposed on you, by your bank or credit card issuer. This also includes payment discrepancies caused by variations in exchange rates used by your bank / credit card issuer.
4.5 Upon arrival at The Meeting Point a copy of your credit card will be taken with authorization to charge your card up to 500 euros for damage to your accommodation or its contents, excess cleaning required of the apartment or any unpaid bills. If damages exceed this deposit you will be liable to pay the outstanding amount.
5) Surcharges and refunds
5.1 We reserve the right to make changes to and correct errors in advertised prices at any time before your holiday is confirmed. We will advise you of any error of which we are aware and of the then applicable price at the time of booking.
5.2 Once the price of your chosen holiday has been confirmed at the time of booking, then subject to the correction of errors, we will only increase or decrease the price in the following circumstances. Price increases or decreases after booking will be passed on by way of a surcharge or refund. A surcharge or refund (as applicable) will be payable, subject to the conditions set out in this clause, in the event of any change in our costs or in the dues, taxes or fees payable for the accommodation which have been used to calculate the cost of your holiday.
5.3 Even in the above cases, only if the amount of any increase in our costs exceeds 2% of the total cost of your holiday will we levy a surcharge. If any surcharge is greater than 5% of the cost of your holiday, you will be entitled to cancel your booking and receive a full refund of all monies you have paid to us.
5.4 Where any increase exceeds 5% you have 14 days from the issue date printed on the surcharge invoice to tell us if you want to cancel. If you do not tell us that you wish to cancel, we are entitled to assume that you do not wish to do so and will pay the surcharge. Any surcharge must be paid with the balance of the cost of the holiday or within 14 days of the issue date printed on the surcharge invoice, whichever is the later.
5.5 Please note that accommodation is not always purchased in local currency and some apparent changes have no impact on the price of your holiday due to contractual and other protection in place.
5.6 A refund will only be payable if the decrease in our costs exceeds 2% of the total cost of your holiday as set out above. Where a refund is due, we will pay you the full amount of the decrease in our costs.
5.7 We promise not to levy a surcharge within 8 weeks of departure. No refund will be payable during this period either.
6) Changes and cancellations by you
6.1 We will try to accommodate any change you are compelled to make, but we cannot promise to do so.
6.2 Should you or any member of your party need to cancel your holiday once it has been confirmed, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when it is received in writing by us at our offices.
6.3 As we incur costs from the time we confirm your booking, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling
- No refund of booking deposit in any event
- More than 8 weeks preceding arrival = 100 % refund less deposit
- 4 to 8 weeks preceding arrival = refund of 40% of total cost
- Under 4 weeks preceding arrival = No refund
6.4 Where any cancellation reduces the number of full paying party members below the number on which the price agreed for your booking was based, we will recalculate the booking and re-invoice you accordingly.
6.5 If circumstances force you to leave the Holiday early, you will have to bear any additional costs yourself.
7) Changes and cancellations by us
7.1 It is unlikely that we will have to make any changes to or cancel your accommodation booking but we do plan the accommodation we feature many months in advance. Occasionally therefore, we may have to make changes to website and accommodation details both before and after booking and cancel confirmed bookings and we must reserve the right to do so.
7.2 Most changes will be minor and we will endeavour to advise you your travel agent of them at the earliest possible date. If we make a major change to or cancel your accommodation booking, we will inform you as soon as reasonably possible if there is time to do so before the date the arrangements you have booked with us are due to commence. A major change is one which is made by us before the date the arrangements you have booked with us are due to commence which, taking account of the information you give us at the time of booking and which we can reasonably be expected to know, we can reasonably expect to have a major affect on your stay. Major changes are likely to include the following changes when made before the date on which the arrangements you have booked with us are due to commence: a change of resort and a change of accommodation to that of an inferior rating or category;
7.3 If we have to make a major change or cancel you will have the choice of one of the following:
- (for major changes) accepting the change.
- purchasing alternative accommodation from us, of a similar standard to that originally booked if available.
- cancelling your accommodation booking and receiving a full refund of all monies paid to us for that booking. Please note, the above options are not available where any change made is a minor one.
In all cases, our liability for major changes and cancellations is limited to refunding you the cost of your accommodation. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation.
8) Travel Insurance
8.1 It is a condition of booking with Riders Retreat that you take out appropriate travel insurance. You must send us proof of cover when you make payment of the balance due for your Holiday. We cannot approve the cover you have bought and are not responsible if it is inadequate.
8.2 Cover should be obtained not only against normal travel risks, but against additional risks appropriate to the destination country.
8.3 All Mountain sports have an element of danger and as such Riders Retreat clients are responsible to obtain their own suitable insurance cover. Standard holiday insurance is not normally sufficient for mountain sports holidays.
8.4 Please ensure you bring any relevant safety equipment with you. As a minimum we recommend helmet (preferably full face), leg and arm protection. Please check your insurance for any specific requirements.
9) Passport, Visa and Health Requirements
9.1 For travel to France you require a British passport valid for the duration of your stay although we recommended that your passport is valid for at least six months after the date of return of your Holiday;
9.2 British passport holders do not require a visa to enter France;
9.3 It is your responsibility to ensure you are aware of all recommended vaccinations and health precautions in good time before departure. Details are available from your GP surgery and from the National Travel Health Network and Centre www.nathnac.org Information on health is contained in the Department of Health leaflet T7 (Health Advice for Travellers) available from the Department of Health by telephone on 0870 1555455 or via its website www.dh.gov.uk and from most Post Offices. For holidays in the EU / EEA you should obtain an EHIC (European Health Insurance Card) prior to departure from the Department of Health (see leaflet T7 and the website www.dh.gov.uk). Health requirements and recommendations may change and you must check the up to date position in good time before departure.
9.4 It is the party leader's responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry into any country due to failure on your part to carry all required documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty, costs or expenses being imposed on or incurred by us, you will be responsible for reimbursing us accordingly.
9.5 In the event that you injure yourself it will be your responsibility to arrange any medical treatment. We cannot offer any medical advice. We cannot offer transport to a hospital or doctors for the injured party or other group members. If we do so, you agree to repay to us all costs we incur in providing this assistance, including payment for any transport and telephone calls must be reimbursed to us.
9.6 Please ensure that you provide us with your next of kin details so that we can make arrangements for them to be contacted in an emergency.
10) Limitations on our liability
10.1 The accommodation you book with us is provided by independent third parties ("suppliers") over whom we have no direct control. However, we promise to use reasonable skill and care in selecting the suppliers who will provide the accommodation you book with us, subject to these booking conditions. Providing we have done so we will have no responsibility for the provision of the actual accommodation itself or for the acts or omissions of the supplier(s) concerned or any of its employees, agents, suppliers or subcontractors. Please note it is your responsibility to show that all reasonable skill and care has not been used if you wish to make a claim against us.
10.2 We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
- the act(s) and/or omission(s) of you or any member of your party or
- the act(s) and/or omission(s) of a third party not connected with the provision of the accommodation and which were unforeseeable or unavoidable or
- 'force majeure' as defined above.
Please note: sub clauses (10.3)-(10.7)below are all subject to sub clause (10.1) above.
10.3 Please note, we cannot accept responsibility for any services or arrangements which do not form part of our contract. This includes, for example, any additional services or facilities which your accommodation or any other supplier agrees to provide for you where the services or facilities are not advertised on our website and we have not agreed to arrange them and any excursion you purchase in resort. In addition, regardless of any wording used by us on our website, or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
10.4 The promises we make to you about the accommodation you enter into a contract with us for - and the laws and regulations of the country in which the claim or complaint occurred - will be used as the basis for deciding whether the accommodation in question had been properly arranged. If the particular accommodation which gave rise to the claim or complaint complied with local laws and regulations applicable to the accommodation at the time, the accommodation will be treated as having been properly provided. This will be the case even if the accommodation did not comply with the laws and regulations of the UK which would have applied had the accomodation been provided in the UK.
10.5 As set out in these booking conditions we limit the maximum amount we may have to pay for any claims you may make against us. For all claims which do not involve death or personal injury, if we are found liable on any basis the maximum amount we will have to pay is the twice the price paid by or on behalf of the person(s) affected in total for the accommodation in question unless a lower limitation applies to the claim under this clause. This maximum amount will only be payable where everything has gone wrong and no benefit at all has been gained from the accommodation by you.
10.6 Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning the booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees.
11) Force Majeure
11.1 Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of "force majeure". In these booking conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
12.1 In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must immediately inform our local representative or agent (if we have one) and the supplier of the service(s) in question. Any verbal notification must be put in writing and given to our representative/agent and the supplier as soon as possible. If we do not have or you cannot contact our local representative or agent and any complaint or problem is not resolved to your satisfaction by the supplier, you must contact us in the UK using the contact details we have provided you with during your holiday, giving us full details and a contact number. Until we know about a complaint or problem, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 28 days of your return to the UK giving your booking reference and full details of your complaint. Only the party leader should write to us. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.
13) Safety Standards
13.1 Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and may sometimes be lower.
14) Behaviour and Damage
14.1 When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct to the accommodation owner or manager or other supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party's full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises.
14.2 We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
15) Data Protection
15.1 For the purposes of the Data Protection Act 1998 you consent to the processing of his personal data (in manual, electronic or any other form) relevant to this agreement, by us and/or any agent or third party whom we nominate. Processing includes but is not limited to obtaining, recording, using and holding data and includes the transfer of data to any country either inside or outside the EEA.