Terms and Conditions

Agency Terms of Business

TGG Travel Limited is primarily an online accommodation letting agency acting as a disclosed agent on behalf of each property owner or property management company. In order to help assist our website visitors with other related services we also act as a disclosed agent for car hire companies, insurance providers and other travel related services. In the case of all accommodation bookings all owners and property management companies have agreed to the standard agency terms as detailed below, for all other services you will receive the suppliers own booking terms and conditions when you make the booking.

In these Agency Terms, "Party leader", "you" and "your" means the first named person on the booking. "we", "us", "ourselves", "Villastogo" and "Chaletstogo" means TGG Travel Ltd. registered in the United Kingdom company registration no 4134507 and "supplier" means the supplier of your chosen accommodation or travel related service whether it be the local agent or the accommodation owner. These Agency terms together with the information contained on the Villastogo or Chaletstogo website (including terms shown on the property description, calendar, FAQ or in general information pages) form the basis of your contract with your Supplier. Please read them carefully as they set out the respective rights and obligations of all parties.

All bookings are made subject to these agency terms and conditions of business.

1. Your holiday booking
2. Payment
3. No-surcharge guarantee
4. Your holiday accommodation
5. Special Requests and Medical Problems
6. Changes by you
7. If you cancel your booking
8. Changes or Cancellations by the Supplier
9. Complaints
10. Our Liability to you
11. Force majeure
12. Financial Protection
13. Other matters

Your holiday booking

On completing your booking whether online or by telephone, you (the party leader) are accepting these terms and conditions. The party leader must be at least 18 and authorized to make the booking on the basis of these booking conditions by all persons named on the booking, including those substituted or added by an agreed amendment of the booking. All correspondence and documents are sent to the party leader who is responsible for making all payments in respect of the booking and for ensuring that members of the party are kept informed of details affecting their arrangements. On receipt of your booking we will send written confirmation of your accommodation to you. Accommodation is reserved only for the use of persons named on the confirmation/invoice so please check the confirmation and any other documents carefully, and notify us immediately if any detail is not correct. A binding contract between you (the party leader) and the supplier will come into existence when you have paid a deposit (or full payment if booking within 16 weeks of departure) and we confirm your booking in writing. Your contract and all matters arising out of it are governed by English law. Bookings may not be assigned or passengers substituted except in accordance with these agency terms and conditions of business.

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Payment

In order to confirm your stay, a deposit of 35% (or full payment if booking within 16 weeks of departure) must be paid at the time of booking. This deposit is not refundable in the event of your cancellation or failure to pay on time as set out below. The balance of the cost of your stay must be received not less than 16 weeks prior to departure (or at the time of booking if this date has passed). This date will be shown on the confirmation invoice. If you have not paid in full and on time your supplier reserves the right to treat your booking as cancelled by you, retain any deposits held and require you to pay the cancellation charges as specified in clause 7 – If you cancel your booking.

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No-surcharge guarantee

Whatever happens, the price of your accommodation plus applicable supplements as prevailing at the time you book and pay your deposit, subject only to the correction of errors, will be guaranteed against any increase. This guarantee is subject to the conditions of payments being adhered to as set out in clause 2 - Payment. However the supplier reserves the right to increase or decrease published prices of unsold accommodation at any time. The price of your chosen accommodation will be confirmed at the time of booking.

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Your holiday accommodation

This is reserved exclusively for the people named on the confirmation invoice and no other persons whatsoever are permitted to stay there unless this has been agreed by the supplier, confirmed by us in writing and any additional payments made.

You may arrive at your accommodation after 4.00pm (5.00pm in mainland France); however if you expect to arrive after 7.00pm please advise us so that arrangements can be made with the local key holder – in some instances there may be a charge for late arrivals or you may have to make your own arrangements to overnight elsewhere at your own cost.

You must vacate the property during the morning on the day of departure to enable cleaning and preparation to be completed prior to the arrival of new guests. This is normally 10.00 am but the exact timing will be shown on your accommodation voucher.

Should you or any member of your party be responsible for any breakages, loss or damage of any item at the property or of the property itself during your stay, a charge will be made locally or after you leave the property to cover the cost of replacement or repair. Further charges will be made if extra cleaning is necessary after your departure. In some cases a deposit to cover such charges is payable locally.

Additional optional facilities are available at some properties, e.g. satellite or cable TV, pool heating, telephone etc, and for which a supplement may be payable.

NB Local communities expect certain standards of behaviour; all guests are required to observe them.

All groups other than large families are required to pay a damage deposit in addition to the breakage damage waiver (as detailed in clause 13 below). Any charges caused by wilful or negligent behaviour are not covered by the breakage damage waiver and will therefore be deducted from this deposit as they occur.

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Special Requests and Medical Problems

Special requests are also often made to us. Where requested in advance and in writing, we will pass them on to the supplier who will endeavour to provide the additional service(s) or special request(s) where possible but we regret these can not be guaranteed. Failure to make provision of such service will not be a breach of this contract on our part and the accommodation supplier’s maximum liability will be a refund of any supplement paid.

If you or any member of your party has any medical problem or disability that may affect your stay, please tell us before you confirm your booking so that we can advise the supplier and seek guidance as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If the supplier reasonably feels unable to properly accommodate the particular needs of the person concerned, they reserve the right to decline your reservation or, if full details are not given at the time of booking, cancel when they become aware of these details.

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Changes by you

If you need to make any changes to your confirmed booking, you must notify us in writing as soon as possible and we will pass them onto the supplier. Whilst the supplier will endeavour to assist, we cannot guarantee that they will be able to meet any such requests. Where these change requests can be met, an amendment fee of £20 per person may be payable together with any costs imposed by the supplier.

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If you cancel your booking

If you or any member of your party cancels the booking or part of it, this must be done in writing by recorded delivery or fax and signed by the party leader. Cancellation will become effective from the date it is received in writing at our office. All cancellations are subject to a charge payable by you. This is expressed below as a percentage of the total price.

Cancellation received	Cancellation Charge
More than 98 days	35%
97 to 70 days	45%
69 to 42 days	50%
41 to 28 days	60%
27 to 14 days	75%
13 to 0 days	100%

Amendment charges are not refundable in the event of cancellation.

NB Cancellation due to most reasons genuinely beyond your control (except disinclination to travel or financial reasons) is usually covered by a travel insurance policy and it is a condition of booking that this is taken out.

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Changes or Cancellations by the Supplier

Occasionally your supplier may have to make changes and correct errors to the website description and other details both before and after bookings have been confirmed, and cancel bookings. Whilst they will always endeavour to avoid changes and cancellations they must reserve the right to do so and will offer you and alternative accommodation where possible. If a supplier alters or cancels your booking we will advise you as soon as possible but we regret that we cannot pay expenses, costs or losses incurred by you as a result of any change or cancellation. Any refunds or compensation will be solely at the discretion of the supplier.

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Complaints

We would hope that you will not be dissatisfied with any aspect of your holiday. However in the event that you are dissatisfied, you must report the cause to the key holder or local agent or supplier to allow them to rectify the problem. In the unlikely event that you are still not satisfied or your supplier is unable to resolve your concern, please contact us either whilst in resort or in writing within 28 days of your return and our customer service team will try to assist you.

If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint.

Please note that many of our properties are private dwellings rather than an official tourist structure such as a hotel or residence. Being such, there are no standards or categories that are internationally recognized; indeed its size, shape, architecture and furnishings are likely to reflect the local traditions and/or personal taste of the owner. You should consider that such accommodation as is featured on our site offers the chance to experience the culture of a chosen area, living for a few weeks in the same surroundings as an inhabitant would. For such reasons, any minor inconveniences that may be caused by the individual nature of such properties and their surroundings cannot be accepted as complaints.

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Our Liability to you

For the avoidance of doubt your booking is directly with the accommodation supplier. We act only as an agent for the suppliers and therefore accept no liability whatsoever for any death, personal injury, consequential loss or damage of whatever kind, unless caused by our own negligence. Any matters or disputes concerning our agency responsibility are governed by English law and you agree to submit to the exclusive jurisdiction of the courts of England and Wales.

In all cases the absolute maximum liability of TGG Travel Ltd is the total price paid by you the customer for the specific booking related to any given complaint

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Force majeure

Except where otherwise expressly stated in these booking conditions, neither we nor the supplier can accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by '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 due care, foresee or avoid. Such events may include, but are not limited to, war, threat of war, civil commotion or strife, hostilities, strikes or other industrial dispute, natural disaster, fire, acts of God, terrorist activities, technical problems with transportation, closures of ports and ferries, quarantine, epidemics, weather conditions, government action or other events outside our control. Holiday insurance, if you choose to take it, provides cover in respect of some of these events.

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Financial Protection

In order to provide you with financial security and peace of mind all TGG Travel Ltd holiday lets made on or after 13 November 2008 include free Supplier Failure Cover (“SFC”).

SFC is a new type of insurance created with independent holidaymakers in mind designed to protect you in the event that any one of your holiday suppliers (including any related to this booking that you have booked independently) should fail and were not covered by credit card protection, trade bodies such as ATOL or any other financial protection.

For further information on Supplier Failure Cover please click on this link for Financial Protection FAQ’s.

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Other matters

Accidental Damage Waiver

A £11.00 non-refundable Accidental Damage Waiver is payable per person on all properties. This is to cover accidental damage and breakages to the property, furniture or crockery up to the value of £100 pp. This payment does not cover additional costs such as extra cleaning or damage caused by wilful or negligent behaviour. At properties where local deposits are also collected and deductions are made or instances when the damaged item has been replaced please advise the local agent/representative and keep the receipt to claim a refund on your return subject to the criteria detailed above. Please note that some properties require an imprint of your credit card to be taken locally on arrival for security reasons.

Tourist Tax

In France, you will be required to pay a Tourist Tax which will be collected locally by the accommodation supplier on behalf of the French authorities.

Passports and Visas

For citizens not travelling on a passport issued by a member of the European Union it is possible that a visa is required. It is the responsibility of the party leader to confirm that all members of the party have valid passports and, where necessary, valid entry visas. Non EU and EEA passport holders arriving at Geneva Airport for a holiday in France or Italy should note that onward transfers may leave on the Swiss side of the airport and a relevant visa may be required. Minors travelling alone or with someone other than their parent or guardian may need signed authorisation to leave or enter a country in addition to their passport or identity document.

Travel Insurance

It is a condition of booking that all persons have Travel Insurance. This will usually cover the costs incurred through the inability to travel through the illness or death of yourself or a close relative, loss of baggage, repatriation in the event of illness and also other benefits. It is a requirement that the costs arisen from these conditions and the costs of repatriation are covered by the insurance. Your policy should include winter sports cover if applicable.

Important Ski Holiday Information Accuracy of website

All information provided on our website and in our ski magazine is correct at the time of publication to the best of our knowledge and belief. However, we reserve the right to make changes to information contained within the site and will advise you of any significant changes that are fundamental to the contract or which we believe may affect your enjoyment of the holiday.

Please advise us at the time of booking if any facility detailed on our website is essential to the enjoyment of your holiday so that we can advise you accordingly. Unfortunately, some advertised facilities may not be available at the time of your holiday for reasons beyond our control and we may not be made aware of this in advance.

Photographs of rooms represent the type of accommodation available but please note that the apartment allocated to your booking may differ in some respects as room sizes, furnishings and décor may vary.

Other photographs on the website are included for their general relevance and are only specific to a particular resort, property or feature if annotated as such.

Where a property is described as being 'ski in, ski out' or having 'doorstep skiing', this is subject to snow conditions in the resort at the time of your stay and also on each individual skier's ability.

Where a resort is described as being 'snowsure' or having a 'good snow record', this is based on previous seasons' data and we are unable to guarantee future snow conditions.

Our 'ratings' for each resort are subjective and therefore offered as guidance only to help you choose a suitable holiday destination.

Early/Late Season Dates

At the beginning and end of the ski season, it is possible that certain ski lifts and services may not be fully open. Closure of runs and ski lifts may also occur in adverse weather conditions or for other reasons beyond our control.

During local or national holidays abroad, some ski schools and shops may remain closed or have limited opening hours so we recommend that you check in advance if a particular service is important to you. At other times, facilities such as restaurants or nightclubs may be closed due to renovation etc.

Resort development

Whilst we have no control over improvement works being carried out in a resort, we understand the inconvenience this can cause and will do our best to tell you about specific work going on near your accommodation, provided we are made aware of it before you travel.

Apres ski and activities

Events and activities detailed on our website are given in good faith as a guide only and may be unavailable in your resort due to adverse weather conditions, insufficient demand or other reasons beyond our control. Any entertainment venues, activity providers, restaurants, ski schools etc mentioned on our site are not under our direct control and have not been officially inspected by us. Therefore, any suggestions made on our site are merely an indication that a particular facility has proved popular and are not a personal recommendation by Chalets to go.

Any excursions or hazardous activity which you choose to undertake locally, such as tobogganing, paragliding, snow-mobiling, ice-diving etc, are at your own risk and may not be covered under the terms of your travel insurance. Please check the details of your individual policy before participation.

Prices

Prices and information on lift passes, ski hire, tuition and transfers listed on our website are given as a guide only and may be subject to change by local lift companies/resort authorities. It is therefore essential that you verify these with the provider and check that they meet with your requirements before making your purchase.

Childcare, ski school and equipment hire

Independently operated kindergarten and ski school facilities should comply with local regulations but have not been inspected by us – please satisfy yourself that they meet fully with your requirements before booking. An up to date vaccination record will be required by most childcare providers whilst age ranges, staff ratios and other policies (e.g. on toilet training etc) may vary. Some ski schools and kindergartens may close on public holidays and Sundays, whilst ski school tuition hours will vary from resort to resort.

Children's skis and boots usually apply to children up to 1.5m in height and European shoe size 36. If you require an adult boot size of 11 or over, it is recommended you purchase your own boots prior to your holiday due to limited availability of larger boot sizes.

We cannot guarantee availability of transfers, ski and boot hire, childcare, ski school or English-speaking instructors in any resort – advance booking is therefore advisable during peak holiday periods.