Our Terms & Conditions
Diva Ski Ltd Booking Terms and Conditions
SECTION 1: AGENCY BOOKING CONDITIONS
Unless otherwise stated (see section 2), we Diva Ski Ltd act only as an agent in respect of all
bookings we take and/or make on your behalf. We accept no liability in relation to any contract you enter
into or for any services or arrangements you purchase (“arrangements”) or for the acts or omissions of any
supplier(s) or other person(s) or party(ies) connected with any arrangements. For all arrangements, your
contract will be with the supplier of the arrangements in question (the ‘supplier(s)’).When making your
booking we will arrange for you to enter into a contract with the applicable supplier(s) of the arrangements.
Your booking with us is subject to the terms at Section 1 and Section 3 of these Booking Conditions and the
specific booking conditions of the relevant supplier(s) you contract with and you are advised to read both
carefully prior to booking. The supplier’s terms and conditions may limit and/or exclude the supplier’s liability
to you. Copies of applicable conditions are available on request from us.
We offer accommodation, transfers and other services such as ski packs that are available to be purchased
separately. In other words, you may decide to just purchase accommodation from us or you may decide to
purchase accommodation and a transfer, ski pack etc. Whatever you decide, we will treat each element as a
separate booking so that the price charged in total for the booking of more than one element will always
equal the prices charged separately for each individual element. To help you to identify which element you
would like to book, prices on our website are listed by element and each element of the booking is available
to buy separately at the same price as it would be if more than one element is booked. This means that
any multiple bookings do not constitute a package as defined in the Package Travel, Package
Holidays and Package Tours Regulations 1992.
In these Booking Conditions references to “you” and “your” include the first named person on the booking
and all persons on whose behalf a booking is made or any other person to whom a booking is added or
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the
1. He/she has read these terms and conditions and has the authority to and does agree to be bound
3. He/she is over 18 years of age and resident in the United Kingdom and where placing an order for
services with age restrictions declares that he/she and all members of the party are of the
appropriate age to purchase those services.
1. Booking & Payment
In order to confirm your chosen arrangements, you must pay a deposit as required by the supplier of
the arrangements in question (or full payment if booking within 12 weeks of departure). You must
also pay all applicable insurance premiums and booking fees. Your booking is confirmed and a
contract between you and the supplier will exist when we send you confirmation on their behalf.
Please check your confirmation carefully and report any incorrect or incomplete information to us
immediately. Please ensure that names are exactly as stated in the relevant passport. As we act
only as booking agent, we have no responsibility for any errors in any documentation except where
an error is made by us.
If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If
full payment is not received by the balance due date, we will notify the supplier who may cancel your
booking and charge the cancellation fees set out in their booking conditions.
Except where otherwise advised or stated in the booking conditions of the supplier concerned, all
monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.
We reserve the right to amend advertised prices at any time. We also reserve the right to correct
errors in both advertised and confirmed prices. Special note: changes and errors sometimes
occur. You must check the price of your chosen arrangements at the time of booking.
You are strongly recommended to take out personal travel insurance for all members of your party.
Some suppliers require that you do so. It is your responsibility to ensure that the insurance you
purchase is adequate and appropriate for your particular needs, including winter sports cover.
Please read your policy details on receipt and take them with you on holiday.
4. Special requests
If you have any special requests (for example dietary requirements, cots or room location), please let
us know at the time of booking. We will pass on all such requests to the supplier, but we can’t
guarantee that they will be met and we will have no liability to you if they are not.
5. Changes and Cancellations by you
Any cancellation or amendment request must be sent to us in writing, by email, fax or post, and will
take effect on the day we receive it. Proof of posting is not proof of receipt; therefore you are advised
to also confirm all changes to our Customer Services Department by telephone. Please ensure that
you have received written confirmation of any changes to your booking prior to travel. Whilst we will
try to assist, we cannot guarantee that such requests will be met. Amendments and cancellations can
only be accepted in accordance with the terms and conditions of the supplier of your arrangements.
The supplier may charge the cancellation or amendment charges shown in their booking conditions
(which may be as much as 100% of the cost of the travel arrangements and will normally increase
closer to the date of departure). In addition you must pay us an administration fee of £50 per person
for any amendments to bookings. You will be notified of the exact charges at the time of amendment
6. Changes and Cancellations by the Supplier
We will inform you as soon as reasonably possible if the supplier needs to make a significant change
to your confirmed arrangements or to cancel them. We will also liaise between you and the supplier
in relation to any alternative arrangements offered by the supplier but we will have no further liability
7. Our responsibility for your booking
Your contract is with the supplier and its booking conditions apply. As agent, we accept no
responsibility for the actual provision of the arrangements. Our responsibilities are limited to making
the booking in accordance with your instructions. We accept no responsibility for any information
about the arrangements that we pass on to you in good faith. However, in the event that we are
found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost
of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We
do not exclude or limit any liability for death or personal injury that arises as a result of our
negligence or that of any of our employees whilst acting in the course of their employment.
Because the contract for your arrangements is between you and the supplier, any queries or
concerns should be addressed to them. If you have a problem whilst on holiday, this must be
reported to the supplier or their agent immediately. If you fail to follow this procedure there will be
less opportunity for the supplier to investigate and rectify your complaint. The amount of
compensation you may be entitled to may therefore be reduced or extinguished as a result.
If you wish to complain when you return home, write to the supplier. You will see their name and
contact details in any confirmation documents we send you.
SECTION 2: EVENT MANAGEMENT BOOKINGS
We also offer an events management service to arrange conferences overseas on your behalf and the
terms in section 2 and 3 apply to these bookings. As part of the Events Management services, we
arrange the venue for the conference and accommodation for the delegates. This accommodation is
arranged by us on your behalf with the hotel. The contract for the accommodation is between you and us
and we act as principal in this capacity. For the avoidance of doubt, the provision of conference facilities
with accommodation does not constitute a ‘Package Holiday’ and the Package Travel Regulations 1992
do not apply to your booking.
9. The Contract
Your contract shall be between you and Diva Ski Ltd. These booking conditions will form the basis of
that contract. When you ask for your booking to be confirmed and you pay a non-refundable deposit
(or pay in full if you are booking within 8 weeks of departure), subject to availability, a contract will
exist as soon as we issue you with a confirmation invoice. It is your responsibility to check this
confirmation invoice and to urgently advise us if there are any errors or omissions. It is your
responsibility to ensure that all names are shown exactly as written in each passenger’s passport. It
may harm your rights if we are not notified of any inaccuracies in any document within ten days of
our sending it out.
Payment by bank transfer or Pay Pal or Credit Card is required to make a reservation. If a booking is
made 56 or more days before departure, a non-refundable deposit will be payable.
The remaining balance outstanding will be due approximately eight weeks prior to departure. For
reservations made less than 56 days before departure, full payment will be required at the time of
booking. Any fraudulent use of credit cards will be reported to the police. If we do not receive all
payments due in full by their due date we will treat the booking as cancelled by you and you agree to
pay the cancellation charges as described in the Cancellations/Refunds section. You must ensure
you make sufficient payment to cover both the cost of your arrangements and any applicable bank
charges. Failure to do so may cancellation of your arrangements and payment of any applicable
Where you use a credit card to pay for your chosen arrangements, charges will apply when paying
for both the deposit and the balance of your booking. Our standard credit card charge is 2.790% of
the cost of each transaction, save for Master Card Personal which is charged at 2.2% of the cost of
11. Price Policy
All prices will be quoted to you in the currency stipulated by the supplier. Occasionally we may
convert the supplier’s quote at the exchange rate as of the date of the quotation.
The prices quoted, shown on our website and in supplementary promotional material apply at the
time, however are subject to change without notice. The price of your arrangements will be confirmed
on booking. When you have booked and paid your deposit or the full amount if you book within eight
weeks of departure, the price of your booking as shown on your confirmation invoice is guaranteed
unless you elect to change the confirmed booking. However, the price of your confirmed booking is
also subject at all times to cost changes arising from government action such as changes in VAT or
any other government imposed changes; and to changes in the currency exchange used to calculate
your arrangements any or all of which may result in a variation of the price of your arrangements.
You will be liable to pay any increase in the price of your confirmed arrangements due to currency
fluctuations or other change.
12. Accuracy of Descriptions & Offers
We endeavour to ensure that all of the information and prices on our website are accurate; however
occasionally changes and errors occur and we reserve the right to correct prices and other details in
such circumstances. You must check the current price and all other details relating to the
arrangements that you wish to book before your booking is confirmed. We strive to ensure accuracy
of descriptions shown however we are not always able to control all the components of the holiday
arrangements and it is possible that an advertised facility may be withdrawn or changed. Also, please
note that pictures only present a representation of the product.
13. Changes or Cancellations
13.1 Changes made by you to a confirmed booking
If you wish to change your booking after the confirmation invoice has been issued, the person who
originally made & paid for the booking should contact us in writing and we will try to meet the request.
All changes are strictly subject to availability at the time of request. If we are able to make the change
requested, a non-refundable administration fee of £50per person per alteration will be payable, as
well as any applicable rate changes or extra costs incurred as well as any costs incurred by
ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be
aware that these costs could increase the closer to the departure date that changes are made and
you should contact us as soon as possible.
PLEASE NOTE: Certain arrangements may not be amended, even to change a name, after
they have been confirmed and any alteration could incur a cancellation charge of up to 100%
of that part of the arrangements. If fewer people travel than originally booked there may be
extra charges to pay which will be advised to you when you make the changes.
13.2 Changes by you to a confirmed booking whilst abroad
We regret that no credit or refund is possible for any unused services provided in the cost of your
booking. If you decide to change your travel arrangements whilst abroad this is your own
responsibility and neither Diva Ski Ltd nor our agents or suppliers are responsible for any costs or
losses that may arise as a result of such alterations. No credit or refund is possible for any lost,
mislaid, stolen or destroyed documents.
13.3 Cancellations / refunds
If you or any member of your party wishes to cancel your booking or any element(s) of it once a
confirmation invoice has been issued, the person who made the booking must notify us in writing.
The cancellation charges you will be required to pay will be calculated from the date we receive
written notification of your cancellation. Please note we cannot refund deposits, amendment fees or
insurance premiums. We strongly recommend that you take out full travel insurance, which includes
cancellation cover. As we incur costs from the time you make your booking, you agree that if you
cancel your booking or any element(s) of it, you will compensate us for our expenses and losses up
to the maximum charges shown below. Our cancellation charges increase the closer to your
confirmed departure date that your written cancellation is received at our offices. This is because we
may have to pre-pay our suppliers and there is also a reduced opportunity for us to re-sell your
booked arrangements as we near the departure date.
Number of days prior to departure when written
confirmation is received by us:
Cancellation charge as a % of total price of the
element(s) of the booking cancelled:
56 days or more Deposit
55-29 days 50%
28-15 days 70%
14-8 days 90%
Less than 7 days 100%
All refunds are subject to the return of all unused documents. It is not possible to make refunds after
departure from the UK for any services not used.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be
able to reclaim these charges.
We will deduct the cancellation charge(s) from any monies you have already paid to us.
If any member of your party is prevented from travelling, that person(s) may transfer their place to
someone else (introduced by you and satisfying all the conditions applicable to the arrangement(s))
providing we are notified not less than 28 days before departure and you pay an amendment fee of
£50 per person transferring, meet all costs and charges incurred by us and/or incurred or imposed
by any of our suppliers and the transferee agrees to these booking conditions and all other terms of
the contract between us. If you are unable to find a replacement, cancellation charges as set out will
apply in order to cover our estimated costs.
14. Changes or Cancellations by the Company
On occasion it may be necessary to amend certain arrangements or cancel them, which we reserve
the right to do at any time. If a major change occurs we will inform you as soon as possible. The
following are examples of major changes when made before departure: a change of accommodation
area for the whole or a significant part of your time away, a change of accommodation to that of a
lower standard or classification for the whole or a significant part of your time away or a change of
the overall length of your time away by twelve or more hours.
If we have to make a major change to an element of your booking or cancel one element or more, we
will tell you as soon as possible and if there is time to do so before departure, we will offer you the
i. (for major changes) Accepting the changed arrangements;
ii. Having a refund of all monies paid in respect of the changed or cancelled
iii. Accepting an offer of alternative arrangements of a standard comparable to the
element(s) affected from us, if available, or paying the price difference for
alternative higher value arrangements of your choosing (we will refund any price
difference if the alternative is of a lower value).
You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that
you have chosen to accept the change or alternative arrangements.
The above sets out the maximum extent of our liability for changes and cancellations and we regret
we cannot meet any expenses or losses that you may incur as a result of change or cancellation.
The above options will not be available if we make a minor change or cancel as a result of your
failure to make full payment on time or where the change(s) or cancellation by us arises out of
alterations to the confirmed booking requested by you.
Very rarely, we may be forced by “force majeure” (see section 17 below) to change or terminate all
or some of your arrangements after departure. If this situation does occur, we regret we will be
unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a
15. Our Liability to You
(1) We have a duty to select the suppliers of the services making up your booking with us with
reasonable skill and care. We have no liability to you for the actual provision of the services, except in
cases where it is proved that we have breached that duty and damage to you has been caused.
Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we
will have no liability to you for anything that happens during the service in question or any acts or
omissions of the supplier, its employees or agents.
(2) Subject to (1) above, our only obligations to you in relation to bookings we make for ski packs or
vouchers to enable you to gain entrance/access to particular equipment or areas of the resort are to take
your booking in accordance with your instructions and provide you with a ticket or voucher to enable you
to gain entry/access to the arrangement(s) in question. We cannot accept any liability for the provision of
the arrangements themselves which are provided by the suppliers of those arrangements or for the acts
or omissions of the supplier(s) concerned or any of its employees, agents, suppliers or subcontractors.
The terms and conditions of the supplier concerned will apply to the arrangement(s) in question. Copies
of those terms and conditions are available on request
(3) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage,
expense, cost or other claim of any description if it results from:-
a) The act(s) and/or omission(s) of the person(s) affected;
b) The act(s) and/or omission(s) of a third party unconnected with the provision of the services
contracted for and which were unforeseeable or unavoidable; or
c) Unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences
of which could not have been avoided even if all due care had been exercised; or
d) An event which either ourselves or suppliers could not, even with all due care, have foreseen or
(4) We limit the amount of compensation we may have to pay you if we are found liable under this
clause in the following ways:
a) Loss of and/or damage to any luggage or personal possessions and money:
The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the
applicable excess on your travel insurance policy because you are assumed to have adequate
insurance in place to cover any losses of this kind.
b) Claims not falling under (a) above or involving injury, illness or death:
The maximum amount we will have to pay you in respect of these claims is twice the price paid by or on
behalf of the person(s) affected in total.
(5) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves
and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
(6) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18
years) must also assign to ourselves or our insurers any rights they may have to pursue any third party
and must provide ourselves and our insurers with all assistance we may reasonably require.
(7) Please note we cannot accept any liability for:
(a) Any damage, loss or expense or other sum(s) of any description which on the basis of the
information given to us by you concerning your booking prior to our accepting it, we could not have
foreseen you would suffer or incur if we breached our contract with you; or
(b) Any business losses.
(8) We will not accept responsibility for services or facilities which do not form part of our agreement or
where they are not advertised on our website. For example any excursion you book whilst away, or any
service or facility which your hotel or any other supplier agrees to provide for you.
16. Force Majeure
Except where otherwise expressly stated in these booking conditions, we will not be liable or pay you
compensation if our contractual obligations to you are affected by any event which we or the
supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These
events can include but are not limited to war, threat of war, civil strife, terrorist activity and its
consequences or the threat of such activity, riot, the act of any government or other national or local
authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster,
fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar
events outside of our own or the relevant supplier(s) control. Advice from the Foreign Office to avoid
or leave a particular country may constitute Force Majeure.
SECTION 3: GENERAL CONDITIONS FOR ALL BOOKINGS
17. Accuracy of Prices and Website details
Important note: the information and prices shown on our website may have changed by the time you
come to book your arrangements. Although we make every effort to ensure the accuracy of the
website information and prices at the time of printing, regrettably errors do occasionally occur. You
must therefore ensure you check the price and all other details of your chosen arrangements with us
at the time of booking.
All classifications of properties have, wherever possible, been taken from the supplier’s own
descriptions. We cannot accept responsibility for changes occurring after publication on our website.
19. Building & Development Work
Whilst we will endeavour to advise you of any building or refurbishment work underway at any
properties you have booked, we cannot anticipate where work will take place outside of the grounds.
All the accommodation featured strives to maintain high standards, and as such there may be the
necessity for some ad-hoc and unforeseeable maintenance work.
20. Check-in & Check-out Procedure
Please note check-in and check-out times vary from hotel to hotel and chalet operator to operator
however in general, check-in time is 4pm and check-out time is 11am. If you do require a late checkout
time, please speak to the chalet directly during your stay. We appreciate that flights or other
travel arrangements can be delayed or cancelled. If this is the case, please notify Diva Ski as soon
as you can so we can therefore update your chalet accordingly.
21. Delivery of Documents
Upon receipt of deposit or full payment, we will issue a booking confirmation/ invoice usually via
email. Tickets and other documents will normally be forwarded approximately 14 days before date of
departure, if applicable. It is important that you check your documents on receipt. Please notify us
immediately if there are any errors or omissions. For late bookings, a discretionary fee of up to £50
may be charged.
22. Disabled Clients
We welcome all customers including those with disabilities and we endeavour to meet individual
needs. However, in order to assist, we must be advised at time of booking of any disability and
special requirements. Special facilities can be requested but may not be guaranteed. Acting
reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will
not confirm your booking or if you did not give us full details at the time of booking, we will cancel it
and impose applicable cancellation charges when we become aware of these details.
All guests staying with us are expected to conduct themselves in an orderly and acceptable manner
and not to disrupt the enjoyment of other guests. If in our opinion or in the opinion of any hotel
manager or any other person in authority, your behaviour or that of any member of your party is
causing or is likely to cause distress, danger or annoyance to any of our other guests or any third
party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to
terminate your booking arrangements with us immediately. In the event of such termination our
liability to you and/or your party will cease and you and/or your party will be required to leave your
accommodation or other service immediately. We will have no further obligations to you and/or your
party. No refunds for lost accommodation or any other service will be made and we will not pay any
expenses or costs incurred as a result of termination. You and/or your party may also be required to
pay for loss and/or damage caused by your actions and we will hold you and each member of your
party jointly and individually liable for any damage or losses caused by you or any member of your
party. Full payment for any such damage or losses must be paid directly to the hotel manager or
other supplier prior to departure from the chalet. If you fail to make payment, you will be responsible
for meeting any claims (including legal costs) subsequently made against us as a result of your
actions together with all costs we incur in pursuing any claim against you. We cannot be held
responsible for the actions or behaviour of other guests or individuals who have no connection with
your booking arrangements or with us.
24. Travel Insurance
You must have adequate travel insurance cover suitable for your booked arrangements and your
particular needs, including winter sports cover, and which provides cover, as a minimum, for the cost
of cancellation by you, a 24-hr emergency and repatriation service in the event of accident or illness,
loss of luggage, delay and curtailment cover plus loss of personal items and cash. We cannot be
held responsible for any liability, expenses or losses you may incur as a result of having inadequate
25. Late Payment Fees
It is your responsibility to pay any balance payments on time. We reserve the right to charge a late
payment fee of £50 for any balance payments which are not paid on or before the balance due date
as stated on your booking confirmation and you will be liable for any increase in the price to currency
fluctuations or otherwise.
26. Passports, Visas and Health requirements – Your responsibilities
The following information is for guidance only, and it remains your responsibility to check the most up
to date requirements before you travel. Any passports, visas, health inoculations/ certificates,
International Driving Licences and other travel documents required for your holiday must be obtained
by you, whose responsibility it remains to ensure that these are all in order and to meet any
additional costs incurred as a result of failure to comply with such requirements. We are not liable for
any costs, delays or illness resulting from your failure to meet these requirements. Passports should
be valid for at least 90 days from date of entry. Please check with the UK Passport Service for further
information. Please note that any passengers who are denied entry as a result of incomplete
documentation will not be eligible for a refund. The FCO website also provides useful additional
advice and information about all destinations.
In the unlikely event of encountering difficulties whilst away it is essential to take up the matter
locally. Failure to contact the hotel staff, relevant supplier or us whilst in resort, may affect your rights
under this contract. Should any problem remain unresolved please notify our Customer Relations
Department in writing within 28 days of your return. [Insert relevant contact details]
28. Public Holidays and seasonal changes
Subject to these conditions, we are unable to accept liability for any alterations or withdrawal of
facilities due to National or Public Holidays and suggest that you consult the relevant Tourist Board
for further information. At certain times of the year things may quieten down or close. Should a
feature be considered by you to be crucial to your enjoyment, it is essential that you declare your
specific interest/ requirement at time of booking to enable us to verify, and confirm in writing, the
availability of such a desired feature. It’s sometimes possible to change things around after arrival,
but please help us to fulfil your expectations by checking with us ahead of travel – not after your
29. Special Requests
Any special requests must be advised to us at the time of booking e.g. diet, hotel location, a
particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort
will be made by us to try and arrange your reasonable special requests, we cannot guarantee that
they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or
any other documentation or that it has been passed on to the supplier is not confirmation that the
request will be met. Failure to meet any special request will not be a breach of contract on our part
unless the request has been specifically confirmed. We do not accept bookings that are conditional
upon any special request being met.
30. Conditions of Suppliers.
The services which make up your booking are provided by independent suppliers. Those suppliers
provide these services in accordance with their own terms and conditions Those suppliers provide
these services in accordance with their own terms and conditions which will form part of your contract
with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you,
usually in accordance with applicable International Conventions. Copies of the relevant parts of these
terms and conditions are available on request from us or the supplier concerned.
These Booking Conditions and any agreement to which they apply are exclusively governed in all
respects by English law. We both agree that any dispute, claim or other matter which arises between
us out of or in connection with your contract or booking will be subject to the exclusive jurisdiction of
the Courts of England and Wales.