Terms & Conditions
Powder White Ltd - Catered & Self-Catered Chalets
A holiday booking is made between Powder White Ltd and the signatory of the Booking Form who must be over 18 years of age (The Party Leader). All correspondence to Powder White is to be addressed to: Powder White Ltd., 2 Woodlands Way, London, SW15 2SX, United Kingdom. The contract between you and Powder White is in all circumstances to be governed by these booking conditions.
The Party Leader
Is responsible for their group of Client/s. Any payments are arranged through them and they will be the only contact during the booking process and when booking services on their behalf. Any monies owed to Powder White through the booking process, for services booked on their behalf or through damages made in resort are the full responsibility of, and are payable by, the Party Leader.
No holiday contract shall exist between the Client and Powder White until deposits or full payment as applicable has been received by the Powder White and a confirmation invoice has been issued. In the case of telephone bookings made within 4 weeks of departure, where payment is due by debit/credit card or online transfer, a contract shall come into existence immediately upon Powder White processing your credit/debit card payment, receiving the online payment in full and providing oral confirmation of the booking by you. When making a telephone booking in such circumstances you are deemed to have accepted these booking conditions at the time of making your telephone booking. In all cases, when you receive your invoice, please check all the details carefully to ensure that they are correct, as the invoice together with these booking conditions, form the basis of the contract between you and Powder White. If there are any discrepancies in the invoice, please bring these to our attention within 3 working days of issue, otherwise we will assume that the details shown are correct and any amendment/cancellation charges may be levied where changes are subsequently necessary. We reserve the right to amend any obvious errors in the confirmation invoice including those which concern the price. We will do this as soon as we notice the error but no later than 24 hours before departure in the case of late bookings. Please note where a third party supplier service has been booked on the Client's behalf (including but not limited to flights, transfers, ski pack items, tuition), the contract exists with the supplier directly and any alteration or cancellation charges will be in line with that supplier's Terms & Conditions - particularly relevant to time/name/date/baggage/equipment changes.
Reserving Your Powder White Catered Chalet - Deposits & Confirmation
In order to secure a property and take it off-sale, a 50% payment is required. This payment will be refunded in full if you change your mind up to 29 days in advance of your travel date, however after this period, you are 100% committed (applies to new bookings made after 15th June 2020 only - does not include deferred bookings). You do have the option to protect this payment if you decide to take out our Cancellation Cover, available at time of booking. This payment is payable in one transaction and is non refundable. Flights booked on the Client's behalf are 100% payable at time of booking and the contract exists directly between The Client & the Airline or Operator through whom flights are booked (their terms apply). Transfers booked on The Client's behalf are also payable in full at time of booking (their terms apply). On receipt of your holiday deposit, Powder White will send you confirmation of booking showing the arrangements booked, the balance owing and when it is due. For bookings made within 28 days of travel date, full payment for the holiday must be made immediately to confirm your reservation and any third party suppliers through whom services have been booked on the Client's behalf also must be paid in full at the time of booking (in one payment). These payments are committed unless additional Cancellation Cover is taken out at the time of booking (on accommodation element only).
Full payment of the balance as shown on your confirmation invoice is due 29 days prior to departure (the Due Date). The person who authorises the booking (The Party Leader) must be over 18 years of age and be authorised to make the booking on behalf of the Client where applicable. The Party Leader shall be liable for full payment for all those persons named on the booking and for other persons added or substituted at a later date. The final holiday balance must be paid in one sum, any additional payments made shall incur a £20 handling fee. If payment shall not have been received by the Due Date, Powder White shall have the right to cancel the booking, retain the deposit paid and levy cancellation charges. Any money paid by the Client to an agent, under or in contemplation of a contract with Powder White is held by the agent as agent for Powder White until the date on which the agent pays the money to Powder White.
Any payment made by Visa Credit, Mastercard or American Express (AMEX) carrise no handling fee. This is applicable to any payment processed through Powder White and includes, but not limited to, payments made for accommodation, flights, transfers, ski packs, tuition and any additional third party suppliers. Debit cards also do not carry a fee however where online banking is made from either a UK or International account, the full balance of the holiday must be paid to Powder White in one transaction and any banking charges incurred are payable by the Client. Individual Client holiday payments will not be accepted over the telephone and Individual online bank transfers are not accepted from Clients forming part of a larger group - the Party Leader is responsible for collecting all monies owed to Powder White for every element of the holiday regardless of whether the Contract is direct with Powder White Ltd or with a third party supplier, and these are to be retrieved by the Party Leader from the Client/s directly.
The prices quoted on the Powder White website have been formed ensuring every effort has been made to ensure that these are accurate at the time of publication and as we cannot guarantee these prices, you must check the price of your chosen holiday at the time of booking at which point the correct current price will be advised to you. Please note that prices can reduce/increase at any time therefore the price payable is as quoted at the time of the booking. All accommodation prices detailed on the site are payable in the currency shown (either Sterling or Local Currency). Where Powder White Ski Pack/Transfers/Extras items are charged in Sterling and have been calculated based on an exchange rate of: Euro 1.10 / CHF 1.25 / Can$1.65 / US$1.30. Powder White retains the right to change prices due to currency fluctuations. There will be no refunds payable on services booked or partially/fully paid. On the rare occasion, and in cases of limited availability, Where services are quoted for with alternative suppliers with whom we do not ordinarily work or with whom we have not set converted sterling rates, these are payable at the exchange rate used at the time of the booking.
Once your booking has been accepted we reserve the right to levy surcharges in the event of changes to Powder White's costs in dues, taxes or government action (such as increases in VAT or any other government imposed increases) or in relation to the exchange rates that have been used to calculate the cost of your holiday accommodation. In cases where Powder White has received payment in full from the Client by the Due Date stipulated for latest payment on the invoice, Powder White will not impose any surcharges after payment in full has been received.
Your Powder White Catered Chalet Holiday price does not include:
Local Government Tourist Tax (nominal rate charged by the resort in which you are staying which is paid by Powder White on your behalf). This will automatically be added to your confirmation invoice
Holiday Insurance (which you must have)
Additional Cancellation Cover (for between 4 weeks & 24 hours prior to departure), available at time of booking
The cost of return travel from home to the Accommodation booked
Lift Pass, Equipment Hire and Ski Lessons (pre-bookable at the Powder White rates detailed)
Room Supplements for reduced occupancy
Childcare or Babysitting
Entertainment and provision of Accommodation/Food and/or Wine/Champagne to visitors at Chalet Accommodation who are not listed on the booking confirmation.
Food & Drink Items not included as part of the holiday cost (product swaps are not allowed).
Optional Extras (including unreasonable and over consumption of Powder White Wines in our chalet programme which will be charged in sterling)
Evening meals on Chalet Host Days off (in our catered Chalet Programme).
On all Chalet Bookings, an Outstanding Payment/Damage Deposit is held against any breakages, damages or non payment of Extras (including Ski Packs) caused by your party during their stay. This is in the amount of:
£250 for Chalets up to and including 10 guests.
£500 for Chalets accommodating 11+ guests.
A credit card is held as security and as a pending payment (without immediate authorisation) in the amounts detailed above. Subject to no damages made, no costs incurred and no monies outstanding, the payment is not finalised and will not be charged to the credit/debit card held. However, where damage or breakages do occur, or where money is outstanding on a service or product bought you your behalf, the full amount will be authorised immediately even if this is over and above the amount owed to Powder White. Upon confirmation of costs of repair, any refund of balance will be refunded. We reserve the right to recover costs over and above these amounts should the costs relating to damages, breakages or outstanding payments exceed this amount. The Party Leader remains responsible for all members of his/her party regardless of who is/was responsible for the damages or outstanding payment and recovery of loss will be pursued through them. Where dogs have been accepted into our property, an additional security/damage deposit is payable (please see Dogs Section). For any costs or any monies outstanding, Powder White will request payment by the Party Leader. Should this not be paid upon request, a Claim through the Small Claims Court will be submitted to recover the money owed to Powder White.
Where a cancellation of service is made by The Party Leader on behalf of his group of Client/s, refunds will not be authorised (to include but not limited to accommodation costs, flights, transfers, ski pack items, tuition and third party supplier bookings). Where an alteration is possible, relevant administration charges will apply in order to facilitate the change. On the rare occasion that a mistake has been made resulting in an overpayment to Powder White, The Party Leader will need to advise us as soon as possible so that we can make a refund to you where applicable. Please note that if agreed, these refunds will be made to the credit/debit card on which the Party Leader's deposit payment was made and may take at least 20 working days to appear on your statement. Please also note that any handling fee will be deducted from the amount refunded.
If, due to adverse weather conditions or other circumstances beyond our control, pre-booked ski packs, excursions or tours are not available, our liability is limited to a refund of monies paid for such services but only in cases where we ourselves have been able to retain a refund from relevant third party supplier. No refunds are given for unused portions of the holiday including, but not limited to flights, transfers, car hire, empty beds/accommodation, unused ski packs, uneaten meals, unconsumed alcohol etc. No representative in resort is authorised to make or promise refunds and no such promises will be accepted by Powder White.
Late Availability and Special Offers/Promotions
Prices of our late availability holidays (or holidays on special offer) may not always be less than first published rates as they reflect demand. Late availability holidays also do not qualify for the offers mentioned on our website such as group discounts, repeat guest discounts or free lift passes. They cannot be used in conjunction with any other offer and the price quoted at the time of booking, is the price payable. We reserve the right to increase or decrease prices prior to booking. Refunds will not be made for those who have booked before these offers started or offers cannot be extended after the expiry date has passed (if applicable). All promotions are only valid at time of booking and are for new bookings only.
Booking Travel on Your Behalf
Where flight, ferry, train, car hire or transfer seats have been arranged and/or bought on your behalf, travel and transfer times shown on the Powder White website and estimated times of arrival and departure shown on your confirmation invoice are for guidance only and are subject to alteration and confirmation and could differ significantly at peak season times or due to congestion or adverse road/weather conditions. A change in flight, ferry, train or transfer time will not constitute a significant change to your holiday as detailed in the above paragraph titled Changes and Alterations by Powder White. Specific instructions relating to travel arrangements made on your behalf will be detailed on your confirmation invoice or via email at the time the travel/transfer booking is made and any changes made to these arrangements will carry a £30 administration fee in addition to any cancellation/amendment fee charged by the supplier.
We cannot accept any liability for delays in flight, ferry or train journeys (whether booked by us or you) to and from the UK whether the delays are caused by adverse weather conditions, rescheduling of times by the airline, sea carrier, train provider, port/airport authorities and/or the action of air traffic controllers, mechanical breakdown, strike or industrial action, or otherwise. Powder White cannot accept responsibility for guests missing flights for any reason or mislaying or destroying travel documents and no credit or refund will be given if you fail to take up a component of your holiday as a result. Where a resort transfer has been disrupted by a delay in any form of travel whether arranged on your behalf by Powder White or not, every effort will be made to reduce any discomfort suffered by you as a result of the delay however we cannot hold responsibility for rearranging these transfers in relation to these delays or if changes in arrival/departure times have not been advised by the Party Leader to Powder White without sufficient notice (at least 4 weeks in advance). In certain circumstances you may be able to make a claim under the insurance policy you have arranged with your own insurer.
Ski Pack Organisation & Payments
Ski Packs booked through Powder White are payable in Euros or sterling and where the local cost is converted, have been calculated at the rate of: Euro 1.10 / CHF 1.25 / Can$1.65 / US$1.30. Powder White retains the right to alter these conversion rates due to currency fluctuations. There will be no refund paid on services booked or partially/fully paid.
Where ski passes, ski hire or ski lessons have been either pre-booked and paid for in advance or booked and paid for in resort, any associated bank fees are payable by The Client. Once any element of the ski pack has been added to the booking, a 50% deposit is payable or full payment is payable if added within 4 weeks before departure. These can be added by accessing the booking online so individual payments can be accepted, however individuals' payments taken over the phone or payable through Online Banking will not be accepted - these are the responsibility of the Party Leader who will make a one transaction payment. Once added to the booking, no cancellations will be accepted and refunds will not be made. Alterations may be accepted where possible however an administration charge will be payable for each individual change.
Please note that on ski passes booked both pre-holiday and in resort, proof of age or that you are a family will be required for any lift passes where discounts have been obtained for children, senior skiers or family passes. The areas advertised as being covered by the lift passes in each resort may be altered by local lift pass companies or relevant authorities and may result in a reduction of ski pistes or acres skiable. This is entirely beyond our control and any refund for loss of use of ski pass must be pursued through the local lift pass company directly.
If at any point we run a Buy One Get One Free lift pass offer are always based on 6 day local area passes (without insurance) unless otherwise stated. The lowest price lift pass is the one that is given free. The offer does not apply to family lift passes. There are only a limited number of passes to give away and so these offers are subject to availability and can be withdrawn at any time.
Please also note that on in-chalet ski hire fitting, you will be required to provide heights and foot sizes (sometimes weights) so that equipment can be provided sufficiently and without hassle in resort. This information is in turn handed to our recommended suppliers and whilst every effort is made to ensure the correct equipment is available, there may at times be the need to make alterations in resort to the equipment initially provided. We strongly recommend helmets for everyone and these are obligatory for children.
If we run a Buy One Get One Free ski hire offer, this is based on 6 day silver standard skis unless specified otherwise. The lowest priced equipment is the one that is given free. There are only a limited number of skis on these offers and so they are subject to availability and can be withdrawn at any time. All offers are available at the time of booking and cannot be added subsequently.
Please note that during peak dates such as Christmas, New Year, half term and even Easter, ski schools become fully booked. We therefore strongly advise that you book your lessons in advance on these dates. We operate a referral system whereby your request is forwarded to our recommended suppliers in resort and they will then contact you directly with availability. The contract is between the client and the Supplier directly. Please not that any changes made to ski school bookings are likely to incur significant alteration charges.
Are possible but only in certain properties and on whole group bookings only. Adults using one of these additional beds/mattresses will receive a 25% discount on the pro rata'd whole chalet rate but only if this is over and above the natural occupancy of the chalet (especially relevant to Austrian Twins).
Children & Infants
You must inform Powder White at the time of booking if there are children (aged 11 or under) or infants (aged under 2, ie. up to 23 months) in your party, and give the age they will be on the final day of your holiday. Where a child is not using a chalet bed (only applicable to infants aged up to 23 months) and if a cot and/or highchair is required, this is charged in addition to the whole Powder White Catered Chalet price of £250. Infants & children under 2 will be provided basic breakfast items, fresh fruit, milk, bread, afternoon tea items & fruit juice. The chalet cost does not include stairgates, pushchairs, pram, changing mat/table, nappies, formula, washing facilities or jars of baby food. You will however be able to access kitchen facilities to make or heat simple baby food if required. Please liaise with your chalet host to arrange. We do not provide childcare or nanny services however this can be requested at time of booking and if available can be booked on your behalf with the contract being direct between The Client and the relevant supplier.
Powder White Catered Chalet Arrival/Departure
Clients must not arrive at the chalet before 9.30am. Access for leaving luggage only and for getting changed for skiing will be made available. Main access to the chalet not allowed until 2pm although it must be noted that the chalet may not be fully ready. Rooms must be vacated by 9.15am on day of departure by departing guests. Clients must leave the chalet by 4.00pm. Luggage can be packed away and a bathroom made available for showers before this time (this final bathroom will be cleaned for new guests). Departing guests get breakfast (arriving guests do not) / Arriving guests get afternoon tea (departing guests do not). Access to the property for either group (between 10am & 2pm) is not allowed due to changeover duties. Only arriving guests can have use of chalet from 2pm, departing guests only shortly before 4.00pm in order to shower after skiing and collect their stored belongings. NB - Please note that these conditions applying to Arrival/Departure are under constant review, especially relating to the recent outbreak of coronavirus and requirements placed upon us regarding changeover. They are subject to change at any point so please enquire at time of booking to get the most up to date information.
Powder White Catered Chalet Parking
Where a chalet has parking and it is booked by a whole group, it is not chargeable. Where a chalet is split-sell, a weekly charge of £75 is payable to Powder White. Where it is possible at an alternative PW property, carries a £75 per week charge, must be pre-booked and pre-paid. If not available at a PW property, is available at local car parks and paid direct to the supplier in resort (pre-booking on peak dates might be required - client pays car park direct).
Jacuzzis, saunas, steam rooms & swimming pools
Guests use jacuzzis, saunas and steam rooms in Powder White Catered Chalets at their own risk and Powder White can accept no responsibility for accidents/injuries sustained while using these facilities. Children must be supervised at all times. Please note that some properties (including chalets, apartments and hotels) may have time restrictions on use of these facilities so please enquire at time of booking if this is the case. Guests use swimming pools and other facilities at their own risk and Powder White can accept no responsibility for accidents/injuries sustained while using these facilities. Children must be supervised at all times. Please note, some of the swimming pools at the properties we feature do not have depth markings and there will be no life guards on duty.
Complimentary internet access is available in all our Powder White Catered Chalets however this may be chargeable (ether by pre-booking or on arrival in resort) in self-catered apartments and/or Hotels (if/where available). The majority of chalets will have Wi-Fi access therefore you are welcome to use your own laptops where possible. Please note however that this may not always be the case and the internet may be only accessible via one single dongle as supplied by Powder White. Please also note that we cannot guarantee continuous and uninterrupted internet connection due to technical circumstances out of our control. Internet is intended for straight-forward web browsing and checking of emails, it is NOT available for live-streaming or downloads (including music & films). Please note that the viewing or downloading of unsavoury or pornographic sights is NOT permitted and should guests be found to be doing so, they will be reported to the relevant authorities.
The majority of our properties do not have safes for securing clients' valuables and it is unusual for chalets to be locked during the day or overnight, or for there to be locks on bedroom doors. In many cases we offer keys, key cards or combination locks for which a deposit may be payable, but this cannot be guaranteed. In some chalets, parts of the building may be shared by other residents using the same communal entrance. Although we do not specify these points in each chalet description, it is of concern, please ask our sales staff for details. We cannot accept liability for the damage to, loss of theft of personal belongs or ski equipment from any accommodation. Lost keys will be charged at £100 and it remains the responsibility of the Party Leader to cover this cost.
All Powder White Catered Chalets have a TV and DVD however if these become un-serviceable, we cannot always get immediate replacements. Where a TV is advertised, no guarantee is implied as to how many English speaking channels will be available, if any, whilst some are advertised as TV/DVD which implies that no channels (satellite or otherwise) are available and that the TV is to be used for playing DVDs only.
We operate a strict non smoking policy in all our properties. A guest who breeches this policy will be liable to pay a fine of £100 to pay for additional deep-cleaning required and will be held liable for all other consequential damages sought against Powder White Ltd by other guests and/or property owners.
New Build Projects & Refurbishments
A number of properties are newly built or substantially converted or refurbished for us each season and we take every possible care with the owners to ensure that each such property is completed on schedule. Clearly however, matters outside our direct control, such as local authorities or adverse weather at critical times for example, can occasionally cause delays, and/or there may be changes to the designer's or architect's plans upon which we have we have based our description.
Season Start up
We work hard to train all our staff pre-season to the standard required to deliver our services, but our holiday prices are kept low for the first week of the season, reflecting the need for a degree of tolerance from our guests for the fact that staff are settling into new roles.
Where distance is quoted in time taken to walk, we have used a guideline that 100m takes an adult one minute to walk in standard footwear under normal waling conditions. Clearly timings will vary according to footwear, age, personal fitness and surface conditions. Where free minibus shuttle service is advertised, these will be subject to specific timeframes, capacity restrictions and/or be on a first come first served basis.
Dogs: Some of our Powder White Catered Chalets will accept one dog (max 25 kilos) or two small dogs (max 10 kilos each). These are chargeable at £250 per dog and there is an additional £250 per dog security deposit (refundable if no damage incurred). No other animals are accepted. Dogs must not be left unattended in the property at any time.
We will always try to meet any special requests and to pass them to our suppliers and staff in resort. Your request will be shown on your invoice to indicate that a request has been made but this is not a guarantee that your request can be fulfilled. Please note that special requests do not form part of our contractual agreement and we will have no liability if they are not met. We recommend discussing special requests with us at the time of booking rather than before you travel. Special Diets in our Powder White Catered Chalets are: Vegetarian / Vegetarian eats Chicken / Vegetarian eats Chicken & Fish / Vegan / Low Lactose (Non-Dairy) / Gluten Intolerant / Sever nut Allergy (no nuts for whole group) / Mild Nut Allergy (OK for other members / Halal Meat (£85pp supplement) / No Pork (religious reasons) / Specific Allergy (please detail). We are unable to cater for particular likes/dislikes. Advance noticed is required for Special Diets and these can be discussed at time of booking or added to your booking at least 8 days prior to arrival in resort. If advised within this time, a £45 per person supplement is applicable. Specific item requests (due to Allergy only), may also carry additional charges.
Amendments by You, The Client
If you wish to change any simple details of your booking, this can be done by accessing the booking online up to 8 days prior to arrival in resort - please not that access to your booking will not be permitted after this time. Name changes will incur an administration charge and where flights have been booked on your behalf, fees will also apply through the Airline/Operator due to the contract being direct with them. Administration fees will apply to Powder White changes as well as those incurred by third party suppliers.
Powder White Administration Charges are:
1. Name Changes - £30 per change
2. Alteration to Travel Services - £30 per change + additional charges by supplier
3. Alteration to Ski Pack items - £30 per change
4. Property Swap = £50 per change + new pricing calculations
5. Date Swap = £50 per change + new pricing calculations
6. Allergies Late Notification Charge - £45 per person (if not confirmed outside 8 days prior to arrival in resort)
7. Alterations to Third Party Supplier bookings - £30 per change + additional charges by supplier
NB. Where additional charges are imposed on Powder White in cases of cancellation or alteration by other suppliers, these must be paid by the client over and above the relevant Powder White charges above.
Any changes made within 4 weeks of departure may be treated as a cancellation and cancellation charges will apply as detailed in these Booking Conditions. If the change is to increase the number of persons booked, no amendment fee or cancellation charges will apply. Should changes be made to services booked on your behalf (to include but not limited to: travel, ski passes, ski hire, ski school, massages, local tourist attractions), a £30 per change admin charge will apply over and above any charge placed on Powder White by the supplier. Please note that restaurant reservations will not be made on your behalf. You are responsible for booking this directly and any charges applied by the supplier will be payable by the Party Leader on behalf of his group of Client/s.
Powder White Catered Chalet Cancellation by You, The Client
Cancellations must be notified to us in writing by the Party Leader and will only be effective when we receive the written notice of cancellation at our offices. In all cases of cancellation by the Client, any amendment charges and any costs which have been incurred by Powder White through booking flight, ferry or train tickets, car hire, transfer seats or ski packs on your behalf will be forfeited. The following cancellation fees expressed as a percentage of the total accommodation and catered/self-catered holiday costs payable by the person(s) cancelling (excluding amendment charges, travel charges and ski pack charges as detailed above) will become immediately payable to Powder White. Please note that if a member of your party wishes to cancel, this may mean that the chalet booked is under occupied and could result in other members of your party having to pay any applicable supplements to retain the booking. In the event of full or part cancellation, a cancellation invoice can be produced on request for insurance recovery purposes, only however this will only detail the amount of money forfeited by the party or individual, no more.
Powder White Catered & Self-Catered Chalets:
Weeks before departure Cancellation charge
29 or more days prior to travel date: Nil*
28 days or fewer prior to travel date: Full Balance @ 100%*
*applies to new bookings made after 15th June 2020 only - does not include deferred bookings
If no written notice of cancellation is received and you do not travel, cancellation is deemed to have been received on the day of departure. Powder White reserves the right to re-sell any part of a cancelled holiday and this does not affect our right to levy cancellation fees.
Changes and Alterations by Powder White
Arrangements for holidays can sometimes be made many months in advance and changes can occur. We reserve the right to make alterations to holiday and website details both before and after any booking has been confirmed. Most of these changes are minor and in all cases we will advise you or your travel agent of any changes at the earliest possible opportunity. If a significant change becomes necessary you will have the choice of (except in cases of Force Majeure) a) accepting the change in arrangements; b) purchasing an alternative holiday from us and paying or receiving any difference; or c) cancelling your holiday and receiving a prompt and full refund. In cases of significant change only, we will refund, provide an alternative or pay compensation as detailed below except where the changes made as a result of unforeseeable circumstances beyond our control (including Force Majeure), the consequences of which could not have been avoided even with all due care which include but are not limited to those circumstances set out in the Important Note section detailed below. No compensation is payable in respect of minor changes and no other claim for compensation and/or expenses will be accepted:
Period before departure Compensation for significant changes per person
More than 12 weeks nil
Between 4 &12 weeks £15
Between 2 & 4 weeks £25
Less than 2 weeks £30
Important note: Powder White cannot pay expenses, costs or losses incurred by you as a result of any change or cancellation and shall not be liable for any refund should Powder White be forced to cancel or change your holiday due to circumstances amounting to Force Majeure. Such circumstances shall include, but are not limited to, terrorist attack, war or threat of war, riot, civil strife, political dispute, terrorism, industrial disruption (actual or threatened), natural disasters (such as avalanches or volcanic eruptions/ash-clouds), nuclear disaster, epidemic outbreak, pandemic outbreak or health risks, significant risks to human health such as the outbreak of serious disease at/around the travel destination, fire, technical problems with transport/machinery/equipment, closure or congestion of airports or ports, border closures, adverse weather conditions, local and UK governmental action and similar events beyond our control. We shall be under no further liability to you, nor shall we be liable for any costs or expenses outside the holiday cost. Compensation will not be paid to individuals travelling on free places.
As part of this contract the Party Leader hereby agrees to guarantee payment for any chargeable services requested by you or any member of your group both before and during your holiday. Please treat the chalet and all Powder White property with care and respect. Powder White reserves the right to recover from you the cost of breakages (estimated if not precisely known), damage to accommodation etc caused with or without intent by you or any member of your party. If you have caused any damage to the property you will be invoiced for the cost of replacement or repair. If you have any outstanding payments such as telephone bills, ski passes, ski equipment or ski lessons, you will be invoiced accordingly. All guests undertake to behave in such a manner as in no way to cause, distress, danger or annoyance to other guests, Powder White employees and/or any third party. Behaviour deemed unacceptable by Powder White will result in termination of the holiday of the person(s) involved and Powder White shall have no further contractual obligations to such person(s) including with respect to any return travel or transfer arrangements made on your behalf. These person(s), or the whole group where applicable, shall have no right to a refund for their holiday or any expenses incurred as a result of termination. Powder White does not accept liability for financial loss or damage to property suffered by you or the person(s) involved. Powder White accepts no responsibility for the action of its guests and shall not be held liable for any claim made against them (or as a result of their actions) by a third party. In addition, the breach of this clause by any one person in any one property booked may cause Powder White to demand immediate vacation of the accommodation by every person named on the booking form.
Powder White Liability (other than for death/personal injury/illness)
We endeavour to make sure that the holiday which you book with us is supplied and the services performed or provided by us are performed or provided as per the information detailed on our website. We accept responsibility for the acts of our employees, agents, suppliers and subcontractors where they were at the time acting within the course of their employment or carrying out work that we had asked them to do under their contract of agency or supply with Powder White. In all cases (except where personal injury, illness, death, loss and/or damage to personal possessions results), our liability is limited to the relevant total holiday price of the person(s) affected. In the case of loss and/or damage to personal possessions (including money), Powder White will not accept any liability as it is a condition of your booking (and therefore reasonably assumed by Powder White) that you have taken out appropriate insurance to cover such loss and/or damage before travelling. In the event that local restrictions or an injury or other enforced absence to one or more of our employees causes our normal service to be curtailed or restricted, this will not be accepted as cause for compensation claims. It is a condition of liability that you notify us of any claim in writing within 28 days of your return from holiday.
Powder White Liability for Death, Personal Injury and Illness
We accept responsibility should you suffer death, personal injury or illness as a result of any failure to perform or improper performance of any part of our contract with you by any of our employees, agents, suppliers or sub-contractors providing that they were at the time acting within the course of their employment or carrying out work that we had asked them to do under their contract of agency or supply with Powder White. Please note that we cannot accept liability a) where any failure to perform or improper performance was due to acts and/or omissions of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable; b) for an event which either ourselves or the supplier of the service(s) in question could not have foreseen or forestalled even with all due care; c) Force Majeure (as previously detailed). Please note that in respect of services provided by travel suppliers (where travel or transfers have been booked on your behalf) and hotel keepers, our liability in all cases shall be limited as if we were carriers/hotel keepers within the relevant international conventions.
Please also note that in all cases of illness or personal injury, we will require you to provide sufficient medical evidence to back any claim made against us. You are required to obtain this in resort from a local medical centre at the time of the illness, we will not accept backdated medical evidence for a medical professional outside the resort in which you stayed. It is a condition of this acceptance of liability that you notify us of any claim in writing within 28 days of your return from holiday (for any reason detailed in this section). In the event of any payment of compensation being made, you must assign Powder White and/or our insurers all rights you may have to pursue a claim against any third party and you must provide us and our insurers with all assistance we may reasonably require. Fraudulent claims will be treated with the utmost disdain and a counterclaim is likely to made in any such circumstance where we feel this has been done.
If any client suffers death, illness or injury by misadventure whilst overseas arising out of activity which does not form part of the foreign inclusive holiday arrangement or excursion arranged through us, we shall, at our discretion offer advice, guidance and assistance to help you in resolving any claim you may make against a third party, provided we are advised of the incident within 90 days of occurrence. Where legal action is contemplated you must obtain our authorisation prior to commencement of proceedings and such authorisation will be subject to your undertaking to assign any costs recovered or any benefits received under the appropriate insurance policy to ourselves. Our costs in respect of the above assistance on behalf of you and your party shall not exceed £5000 in total.
Website Information and Accuracy
All reasonable care has been taken to ensure that the descriptions, images, facts or opinions on our website are correct and to the best of our knowledge at the time of publication. Chalet plans and resort maps should only be used as an indication of layout. Scale and dimensions are subject to error and furniture and rooming arrangements are subject to change. Images of chalets, hotels rooms and apartments are only of a particular chalet/apartment-type when specifically stated, otherwise they are only representative of the style and character of the chalet/apartment. Whilst we will endeavour to show the most up to date images available, we cannot guarantee this. Opinions expressed are personal to the authors and photographs only relate to a specific destination when specifically captioned. The client should bear in mind that in relation to the information given about the resorts and certain facilities available within resort, we cannot guarantee accuracy at all times or that any particular activity will take place as these services are not under our control.
Please note that our official website to which we are bound by English Law, is published in the English language therefore we cannot be held responsible for any inaccuracies caused by translation services and please note that all correspondence between you and us will be in English (whether this be during the booking process, during the holiday itself or after the holiday in cases of claims made against us).
Should you have reason to believe we are not providing what we are contracted to provide, we request that you raise this with our resort staff at the time the problem arises so that we are provided with the opportunity ensure that sufficient improvements or changes can be implemented where we feel appropriate or necessary. If you fail to do so you deprive us and our suppliers of the chance to investigate your complaint and to do our best to rectify any problems. If we are unable to resolve matters whilst you are on holiday and you remain dissatisfied, the Party Leader must write to Powder White, 2 Woodlands Way, London, SW15 2SX within 28 days of your return from holiday giving all relevant information. In any such incident, please note that we will only correspond with one representative of the party and in most circumstances request that this is the Party leader. Please remember that it is your responsibility to show that reasonable care has not been used if you wish to make a claim against us and please accept that should a claim be made against us, the complaint will be fully investigated, reports will be obtained from our resort staff or suppliers where applicable and an informed view on any claim will be taken. Fraudulent claims will be treated with the utmost disdain and a counterclaim is likely to made in any such circumstance where we feel this has been done.
Your written complaint will be acknowledged within 7 working days of receipt of your first letter at our office and thereafter a full response will be provided within 28 days of the date the acknowledgement was sent by Powder White. If you fail to follow this simple complaints procedure, your right to claim compensation will be affected or even lost and we regret that we cannot accept liability in respect of any complaints which are not notified entirely in accordance with this clause. Please note that our resort staff are not authorised to promise any refund in respect of a client's claim and no such promises will be accepted by Powder White.
These conditions and any contract to which they apply are governed in all respects by English Law and shall be subject to the exclusive jurisdiction of the Courts of England and Wales.
It is a condition of booking that all clients have insurance which provides sufficient winter sports insurance. If any person(s) do not take out any insurance, Powder White will not be responsible for meeting any sums which would have been covered by insurance. You will further be responsible for paying to and indemnifying Powder White in any such circumstance for such sums Powder White meets on your behalf. You must tell your Insurers before you travel about anything which may affect your cover. This information must be complete and adequate. If you are not sure whether something is relevant you should advise your Insurers anyway. If you do not tell your Insurers about something that may be relevant your cover may be refused and Insurers may not cover any related claims. Please see details of additional Cancellation Cover, available at time of booking only. This is not a travel insurance and can only be purchased in addition to personal travel insurance as it provides a refund guarantee for the accommodation element of your booking only (no other elements booked on your behalf including flight seats, transfers, car seats, ski pack items, tuition).
Health, passports & visas
It is your responsibility to ensure that documents are in proper order before travel. Powder White accepts no liability for any loss or inconvenience caused as a result of your failure to take reasonable care in this respect. EU Nationals are advised to hold a full passport valid for the duration of the holiday and for at least six months after your return journey. Vaccinations are not currently required to enter Austria, France or Switzerland. Pregnant mothers are advised to obtain clearance to fly both from their doctor and airline if their pregnancy will exceed 28 weeks on the date of their return travel. Non-EU Nationals are advised to contact the relevant Consulate for further information: Austria: +44 (0) 20 7245 6689, France: +44 (0) 20 7838 2000, Switzerland: +44 (0) 20 7616 6000.
Facilities such as lifts, shuttle bus services, saunas, ice rinks and swimming pools may not be operational at the beginning or the end of the season. This may also affect some of the facilities in your accommodation. This may be due to factors such as weather or the number of tourists in resort, repairs or redecoration. These decisions are often made on the spot by their operators and we are not always informed. Where we do know we will do our utmost to let you know. At the beginning and at the end of the season building work in resorts may be taking place. We have no control over these building works and are not made aware of their start and finish times.
The safety and well being of our guests is of paramount importance to us. We continually strive to improve hygiene and safety standards in all our destinations. All our properties are obliged to meet local regulations although it is important to remember that even in European countries these may not match those in the UK, which are some of the most stringent in the world. In ski resorts particularly, many buildings are made of timber, often without separate fire escapes, may contain bedrooms or bathrooms with no windows or may have rooms with limited head-space below the eaves. We strongly advise that you and your party familiarise yourselves with your accommodation, safety procedures and location of fire extinguishers and request specific information if required before booking a particular property. It is the responsibility of you and your group to judge the suitability of each area in which you ski. If you or any member of your group ski in a location on the recommendation of or accompanied by any representative of Powder White, Powder White will not be liable for any injuries howsoever caused.
Please advise us as soon as possible if you have lost personal belongings or left these in resort on your departure so that we are given every opportunity to locate these missing/forgotten items. Whilst we do everything possible to locate lost property, we cannot guarantee to do so or to be able to arrange for your property to be returned. If we are able to locate lost property and arrange for its return, all postal costs of so doing must be paid in advance along with an administration charge of £25 per item/package. We cannot be held responsible for lost property whilst in transit to the UK howsoever this is arranged. We reserve the right to increase the administration charge for the return of lost property for bulky items with special dispatch costs.
If you are ever unhappy with any aspect of your holiday, you must address your complaint immediately to both the chalet host and the local service provider if applicable. In the unlikely event that your problem cannot be resolved locally, you must inform Powder White in writing of your complaint within 28 days of your return so that any rights to compensation can be examined.
Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate
Your Financial Protection
When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get informatioin on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with all the services your have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
Headings within these booking conditions are for reference purposes only and all images are intended to give a general impression only. These booking conditions and any matters arising from them are subject to and governed by English law. To the best of our knowledge all details on the website and in the brochure are accurate. Powder White Limited is registered in England No: 04863094
The UK’s decision to leave the EU could have significant implications across the UK travel industry on the legalities, work permit requirements, working hours regulations and costs of employing in-resort staff within the EU. With the impact of the Brexit agreement still uncertain and negotiations ongoing in 2020, we reserve the right to amend/reduce our chalet staffing and/or catering offering, in the event that any change in employment or other EU regulations renders our current staffing operations untenable. Any such changes would of course be notified to you as soon as possible, however we do not currently anticipate any major changes for the 2020/21 ski season in addition to those already which are already detailed clearly on this website.
The Hotel Pollux is a friendly family run 4 star hotel nestled in the centre of Zermatt. The hotel has a relaxed and authentic ambience, as well as boasting two excellent restaurants and wellness facilities.
There has been a problem with this booking, please call us on +44 (0)20 8877 8888.