Cancellation Policy

We understand that travel plans can change, especially when arranging high-value alpine stays for families, groups, and private guests. This Cancellation Policy explains how standard cancellations, refund eligibility, exceptional circumstances, force majeure events, serious emergencies, and case-by-case reviews may be handled.

This page provides general guidance for guests. Before any booking is confirmed, a legal rental contract or written booking agreement is provided. That document confirms the specific terms for the selected property, travel dates, payment schedule, cancellation conditions, security deposit, and any property-specific requirements.

Where specific terms are confirmed in the rental contract or written booking agreement, those terms will normally take priority over the general guidance shown on this page.

Standard Cancellation Terms

All bookings are eligible for a full 100% refund of payments made if the cancellation is submitted more than 30 days before arrival.

In all other cases, we reserve the right to retain the entire cost of the rental, except for the Security Damage Deposit, which is always eligible for reimbursement where no valid claim is made against it.

If we are able to find another group for your cancelled property and your specific dates, we will contact you to arrange partial reimbursement where appropriate.

Other cancellation terms, including shorter-notice cancellations, are confirmed in the rental contract before the booking is finalised.

Rental Contract Before Booking Confirmation

No booking is considered fully confirmed until the relevant rental contract, booking agreement, or written confirmation has been reviewed and accepted by the guest.

The rental contract may clarify important details including:

• the selected property and travel dates
• the payment schedule and payment deadlines
• the standard cancellation terms
• shorter-notice cancellation conditions
• security damage deposit rules
• arrival and departure requirements
• property-specific conditions
• owner, operator, or seasonal requirements
• any special terms agreed before the booking is confirmed

This ensures that every guest has a clear written record of the terms that apply before the booking becomes final.

Exceptional Circumstances and Force Majeure

Some serious events outside the guest’s control may be reviewed on a case-by-case basis.

These may include exceptional circumstances, force majeure events, medical emergencies, government restrictions, serious travel disruption, property unavailability, or other events that make it impractical, unsafe, or legally impossible to complete the stay as originally planned.

A case-by-case review does not automatically guarantee a refund. Each situation is assessed based on the confirmed rental contract, the timing of the cancellation, the nature of the event, the evidence provided, the selected property, and any legal or contractual obligations that apply.

Events That May Be Reviewed

The following types of situations may be considered for review, depending on the circumstances and the supporting documentation provided.

Government Restrictions

Official government restrictions that make it legally impossible to travel to the destination, access the booked property, or complete the stay may be reviewed.

This may include border closures, mandatory evacuation orders, local lockdowns, official travel bans, or legally binding restrictions issued by a public authority.

Serious Medical Emergencies

Serious illness, accident, hospitalisation, or a medical emergency affecting the guest or a close member of the travelling party may be reviewed.

Supporting medical documentation may be required.

Death of a Close Family Member or Travelling Party Member

In the unfortunate event of the death of a close family member or a member of the travelling party, the case may be reviewed with care.

Reasonable supporting documentation may be requested.

Natural Disasters and Severe Local Events

Major natural disasters or severe local events that make the property inaccessible, unsafe, or unsuitable for occupation may be reviewed.

Examples may include serious flooding, avalanche-related access closure, wildfire, earthquake, major storm damage, or other severe local conditions affecting the booked stay.

Major Travel Disruption

Significant travel disruption may be reviewed where it directly prevents reasonable access to the destination and is outside the guest’s control.

This may include airport closure, major rail disruption, official road closure, or other serious transport interruption.

Property Unavailability

If the booked property becomes unavailable due to serious damage, essential service failure, safety concerns, or circumstances outside normal operation, we will review the available options.

Depending on the situation, this may include a suitable replacement property, revised dates, credit, partial refund, or full refund.

Events Usually Not Covered

The following situations are usually not treated as exceptional circumstances unless the rental contract states otherwise:

• change of mind
• personal schedule changes
• work commitments
• minor illness
• normal seasonal weather
• lack of snow where the resort remains operational
• too much snow where the property and resort remain accessible
• missed flights caused by guest delay
• car trouble or private transport issues
• failure to obtain passports, visas, travel documents, insurance, or required permissions
• refusal to travel where the property and destination remain available
• events that were known or reasonably foreseeable before the booking was confirmed

Guests are strongly encouraged to arrange suitable travel insurance for their stay.

Documentation May Be Required

When a guest requests a cancellation review under exceptional circumstances, supporting documentation may be required.

This may include:

• medical documentation
• official government notices
• transport provider confirmation
• police, emergency service, or public authority confirmation
• death certificate or official family documentation
• written confirmation from the property owner, local host, or operations team
• other documents reasonably needed to assess the request

Documents must be genuine, relevant, and submitted within a reasonable time.

How to Request a Cancellation Review

To request a cancellation or exceptional-circumstances review, please contact our team in writing as soon as possible.

Please include:

• your full name
• property name or booking reference, if available
• arrival date
• reason for cancellation
• any supporting documentation
• your preferred contact details

The earlier we receive the request, the more effectively we can review the situation and discuss any possible options.

Possible Outcomes

Depending on the circumstances, confirmed rental contract, and timing of the request, possible outcomes may include:

• full refund
• partial refund
• date change, where possible
• credit towards a future stay
• alternative property proposal
• no refund, where the confirmed cancellation terms do not allow reimbursement

Each case is reviewed individually.

Questions Before Confirming a Booking

If you have questions about cancellation terms before confirming a stay, please contact us before proceeding with the booking.

We are happy to clarify the applicable cancellation terms, refund timeline, rental contract, exceptional-circumstances process, and any property-specific conditions before you confirm your booking.