General conditions of sale and use of the travel tickets for the Saint Lary and Font-Romeu Pyrénées 2000 resorts
SUMMER SEASON 2022
Version 1 - 20/06/2022
Ski areas managed by ALTISERVICE
SA with capital of €7 500 719.70
Registered with the Companies and Trade Registry no. 380 373 480 - Toulouse
VAT no.: FR36 380 373 480
Registered office: 16 rue de Sébastopol, 31000 TOULOUSE
Telephone: 05 32 800 800
Liability insurance: AXA France n°10589504604
Operator of the ski areas of: Saint-Lary and Font-Romeu Pyrénées 2000
Hereinafter referred to as "the Operator
ARTICLE 1: GENERAL POINTS
These general terms and conditions of sale and use (hereinafter referred to as the "GTCU") apply to all tickets giving access to the ski lifts that may be in operation during the period in question, including on the occasion of special events.
The customer acknowledges that he/she has taken note of these general terms and conditions of sale and use when purchasing a ticket from the Operator, and expressly declares that he/she accepts them without reservation and without prejudice to the usual means of redress. It is up to the customer to inform him/herself about the products and prices offered (displayed at the Operator's points of sale and on the altiservice.com website) and to select the most advantageous ones for him/her. Altiservice staff cannot be held responsible for the customer's choice.
No provision contrary to the present terms and conditions can be claimed against Altiservice, unless Altiservice expressly accepts it beforehand.
Tickets are valid for a specific area, duration and category of person and can only be used on the lift network for which they were issued.
The user must carry their ticket throughout the entire journey on the lift, from the departure area to the arrival area, as well as during his movements throughout the ski area.
To facilitate the transmission of information to the control terminals, the ticket should preferably be kept away from mobile phones, keys and any form of packaging made entirely or partly of aluminium and should ideally be carried in the left pocket of the upper garment.
All public prices are displayed at the points of sale and can also be found on the website: www.altiservice.com. These prices are expressed in euros and include all taxes, taking into account the current French VAT rate of 10%. Altiservice reserves the right to change its prices in the event of a change in the VAT rate.
ARTICLE 2: ACTIVITIES OFFERED
The Saint-Lary ski resort offers the following activities:
- Bike Park
- Panoramic discovery
- Cable car
For these 3 activities: can be purchased online or directly at the resort's ticket office.
The Font-Romeu Pyrénées 2000 ski resort offers the following activities
- Hike to the lakes with chairlift combination
- Rando Resto hike with chairlift combination
- Gondola lift
- DévalKart: Activity permitted to children from 3 years old accompanied by an adult and from 1m25 on their own
- Grass Scooter: Activity permitted to children from 1m25 in junior scooter, and 1m40 in adult scooter
- Aerotrampoline: Activity permitted to children from 3 years old
For all these activities: can be purchased online or directly at the resort's ticket office.
DévalKart and Grass Scooter activities are accessible with a travel ticket, as described in the following articles, to be validated at the access control terminals. The ticket for these two activities includes: the equipment hire (i.e. the dévalkart or scooter), the hire of the protective equipment (i.e. a helmet), and the transport via the Isards ski lift. These activities are sold per lap (1, 5 or 10 laps). 1 lap = 1 ascent/descent
The Aerotrampoline activity is accessible with a ticket to be presented to the operating agent. 1 ticket = 7 minutes of activity.
Photographic system on chairlifts: the Bouleaux chairlift (Saint-Lary) and the Airelles chairlift (Font-Romeu Pyrénées 2000) are equipped with a system that automatically photographs customers a few metres before the arrival station. The system is identified by a pictogram on the pylon.
Photographs can be downloaded free of charge by Customers via the station's Wi-Fi network and by following the procedure below: (1) after entering an email address, (2) the Customer will receive an email with a link and login details to his/her user account allowing him/her to (3) download the photograph(s). Only the last fifty (50) photographs can be viewed, the previous photographs, not downloaded, are automatically destroyed. Photographs that have been uploaded to the customer account are automatically destroyed 365 days after the photograph was taken.
Photographs constitute personal data and are processed in accordance with the regulations in force and the provisions of Article 9 hereof.
ARTICLE 3: ONLINE PURCHASE
3.1 Ordering process
The remote purchase of travel passes or tickets is carried out by ordering online via the altiservice.com website.
Placing an order entails knowledge and acceptance by the person (hereinafter referred to as "the Customer") of these general terms of sale and use. These GTSUs constitute the sole document relating to the conditions of sale.
The Customer selects via the site the products they wish to order in order to fill their electronic basket. The registration of the basket requires the identification of the customer via the following information: full name, date of birth and email address.
When ordering, the Customer may top up an existing device or request a new pass card.
A summary of the products ordered is displayed, specifying the total amount including VAT of the order and, if applicable, details of additional costs such as delivery costs.
To complete the order, the Customer must read and accept these GTSUs and then proceed to payment by selecting the method of payment.
Upon receipt of the payment authorisation and the order, Altiservice sends the Customer an order confirmation by email, to the address provided by the Customer when creating their account on the altiservice.com website. The sale will only be considered final after Altiservice has sent this order acceptance confirmation.
The Customer can follow the progress of their order in the "order" tab available in their customer area.
3.2 Terms of payment
All purchases made via altiservice.com, by credit card, are secure. They are made by Crédit Agricole, via the PAYZEN system, in a virtual TPE with immediate payment. Altiservice has no knowledge of the bank details provided.
The following payment methods are accepted: credit card (Visa, Master Card, Eurocard, American Express).
Orders placed online are confirmed by email, as indicated in the previous article, after agreement from the Customer's bank and agreement from Altiservice.
If the Customer's bank refuses to authorise the debiting of their bank account, the order will be cancelled.
3.3 Delivery times and conditions for tickets
Tickets purchased via the online site can be collected immediately, either at the ticket office or by topping up.
Home delivery is not offered for the summer season.
3.4 No right of withdrawal
Pursuant to Article L221-28 of the French Consumer Code, the sale of tickets online is not subject to the application of the right of withdrawal set forth in Articles L 221-18 et seq. of the French Consumer Code in relation to distance selling. A ticket purchased via the website: www.altiservice.com cannot be refunded or cancelled once the purchase has been made.
ARTICLE 4: PURCHASE AT A TICKET OFFICE
Tickets can be purchased directly from the ticket office of the relevant resort.
Payments are made in Euros:
- either by cheque drawn on a French bank account and on presentation of a valid identity document
- or in cash (up to €1000)
- or by bank card: Visa, Eurocard Master Card
- or by valid holiday vouchers (no change is given)
ARTICLE 5: TRAVEL DOCUMENTS
5.1 Definition - travel tickets
This is a medium on which a ticket is encoded. This ticket is purchased at the ticket office, at automatic terminals or via the online sales service. The medium can be topped up for future purchases and is recyclable. For this purpose, bins are available at various points in the resorts.
5.2 Ticket validity
During its period of validity, all tickets entitle the holder to free use of the ski lifts in the area for which they were issued, subject to weather conditions or economic conditions, but without any priority whatsoever.
Tickets with a duration longer than the shortest ticket sold are strictly personal, non-assignable and non-transferable.
The tickets are not dated and can be used during the opening period of summer 2022.
Reductions or free passes are offered to different categories of people according to the terms and conditions available at the points of sale and on presentation of proof at the time of purchase and potentially at the time of any checks (e.g. guest cards and their conditions of issue and use are available from the accommodation providers. These cards must be duly completed by the customer before checkout.)
No claims or refunds will be possible after purchase.
5.3 Proof of sale
Whatever the medium used, a payment receipt will be issued showing, for a single transaction, the number of products purchased, the date of purchase, the total price excluding tax of the transaction and the total amount of VAT.
Each time a ticket is issued, a receipt or duplicate is issued showing the type of ticket, its validity date and the unique number. These documents must be kept for any claim.
ARTICLE 6: SPECIFIC TRANSPORT CLAUSES
6.1 Fraud - no ticket or invalid ticket
All users are liable to be checked by official inspectors at the departure or arrival of the ski lifts. He/she must have a valid ticket (dates and area, correct age category).
Any person using a ski lift giving access to the area covered by these conditions, without a ticket or with a ticket that is misused (child ticket used by an adult for example) will be liable to prosecution and/or payment of compensation as defined below:
6.1.1-Payment of the amount due for the journey, for any offender.
6.1.2-Payment of a fixed fine to settle the public prosecution, equal to FIVE times the value of the daily ticket (normal rate), in respect of the network of the ski lift in question, if you are not in possession of a valid ticket (Articles L342-15, R 342-19 and R342-20 of the Tourism Code).
6.1.3-Payment of a fixed fine plus the costs of bringing the case in the amount of thirty-eight euros if the payment is not immediate.
6.1.4-In addition to the flat-rate fine or prosecution, the operator's officially authorised officers will immediately confiscate any personalised ticket (name, photograph, specific fare reduction, etc.) that does not match its holder with a view to returning it to the latter and/or preparing a case file for the infringement. The ticket will be returned to its holder after payment of the increased fixed fine.
6.1.5-Depending on the seriousness of the offence committed, it may give rise to a complaint to the French police for fraud and criminal proceedings may be initiated.
6.2 Forgotten - lost - destroyed - stolen
In the event that a ticket is forgotten, lost, destroyed or stolen, and on presentation of the sales receipt at the Altiservice point of sale, a new ticket will be issued immediately for the remaining period.
Any pass that has been reported forgotten, lost or stolen to the Operator will be deactivated immediately and will no longer give access to the resort.
6.3 Partial or unused tickets
In the event that the tickets issued are not used or are completely sold out, they will not be refunded or exchanged.
6.4 Illnesses or accidents
No refunds will be made for accidents, illness or any other personal reasons, regardless of the period of validity of the ticket.
6.5 Stopping the lifts / Weather hazards
The Operator cannot be held responsible for the weather conditions encountered when using the ticket.
It is the responsibility of each client to find out about the weather and visibility conditions by all means available to them.
Thus, when purchasing a ticket, and in case of doubt about the weather conditions, the customer is informed before purchasing and acquires their ticket in full knowledge of the facts.
After purchase, only a complete stoppage of all lifts on the day can give rise to compensation. As a reminder, as the passes are not dated and are valid for the whole season, the Customer can use their pass (not used) on another day of the Summer 2022 season.
If, however, the customer wishes to have a deferment/refund, they must present their ticket and send their complaint via the online form available at: https://aide.altiservice.com/hc/fr/requests/new?ticket_form_id=360003881877
The holder of a valid ticket during the period of closure will be entitled to compensation on submitting supporting documents in the form of:
- Carry over to the current summer season
- Or credit on your altiservice.com customer account
- Or deferred reimbursement
calculated on the following basis:
Average price = price paid by the customer divided by the duration of the ticket
Reimbursement or credit note = average price x number of days of loss
The user shall not be entitled to any sum or service in excess of this fixed compensation.
The customer has thirty (30) days after the validity of the ticket to make a claim via the online form.
6.6 Material or physical damage to a lift or during one of the activities listed in article 2 of these conditions
In the event of material damage caused by one of our lifts, or during one of the activities listed in article 2 of these conditions, the Customer must immediately report the damage to the Altiservice staff and send their complaint via the online form available on: https://aide.altiservice.com/hc/fr/requests/new?ticket_form_id=360003881877
In the event of physical damage caused by one of our lifts or during one of the activities listed in article 2, the Customer must immediately report the damage to the lift staff, who will draw up a rescue form if necessary.
6.7 Complaints
If, despite our efforts, a service has not been satisfactory, the Customer can contact us at any time.
1st LEVEL: By contacting the resort's Customer Relations Centre:
Written and reasoned requests should be sent via the online form available at:
https://aide.altiservice.com/hc/fr/requests/new?ticket_form_id=360003881877 or by email or by post to the following address
Saint-Lary: saintlary@altiservice.com
ALTISERVICE Saint-Lary - Service Clientèle - Place du Téléphérique - PO Box 35 - 65170 SAINT-LARY
Font-Romeu Pyrénées 2000: fontromeu.pyrenees2000@altiservice.com
ALTISERVICE Font-Romeu Pyrénées 2000 - Service Clientèle - Les Airelles PO Box 60 - 66120 FONT-ROMEU
Requests must be processed within thirty (30) days of their date of receipt
The customer shall state their contact details (surname, first name, postal address and telephone number).
2nd LEVEL: By contacting the resort's sales department:
In case of dissatisfaction or lack of refund, the customer can contact the sales department of the resort. By sending a letter or an email to the following address
For Saint-Lary: ALTISERVICE - Service Commercial - Place du Téléphérique - PO Box 35 - 65170 SAINT-LARY or commercialsaintlary@altiservice.com
For Font-Romeu Pyrénées 2000: ALTISERVICE - Service Commercial - Les Airelles PO Box 60 - 66120 FONT-ROMEU or commercialfontromeu.pyrenees2000@altiservice.com
The Sales Department will re-assess the request and reply within thirty (30) days.
The customer must quote their contact details (surname, first name, postal address, telephone number as well as the history of their correspondence with the Customer Service).
3rd LEVEL: By contacting the Tourism Ombudsman
If the response does not meet the customer's expectations, they can lodge an appeal with the Tourism Ombudsman. To contact the Mediation officer, you must first have appealed to the first two levels described above (Customer Service and then Commercial Service) and be dissatisfied with the proposed solution.
Access to the Ombudsman is free. He operates in total independence and impartiality and has been registered by the Commission d'Evaluation et de Contrôle de la Médiation de la Consommation (Commission for the Evaluation and Control of Consumer Mediation) on the list of consumer mediators, and as such has been notified to the European Commission.
It must be submitted in writing:
Via the internet: https://www.mtv.travel/saisir-le-mediateur/
By a plain letter:
MTV Médiation Tourisme Voyage
BP 80 303
75 823 Paris Cedex 17
ARTICLE 7: COMPLIANCE WITH SAFETY RULES
7.1 General
All holders of a travel ticket must respect the safety rules relating to travel by ski lifts, in particular the police regulations and municipal by-laws posted at the departure point of the ski lifts, the pictograms supplementing them as well as any instructions given by the Operator's staff, under penalty of punishment.
The operating staff organise the waiting, boarding and disembarking conditions.
7.2 Special points for children aged 1 to 3 years
For safety reasons, children under 1 year old are not allowed on the chairlifts. Children aged 1 to 3 years should be carried in a baby carrier. Baby wraps are not accepted.
7.3 Covid-19
The CUSTOMER is obliged to comply with the regulations and health measures in force concerning the management of the Covid-19 epidemic.
In this respect, the Customer undertakes in particular to comply with the instructions, both written and verbal where applicable (and the pictograms supplementing them), that will be given to customers by Altiservice and its staff, before and during their presence on site.
ARTICLE 8: PEOPLE WITH REDUCED MOBILITY
For reasons of passenger flow management and related safety, it is not possible to set up a dedicated queue for people with disabilities at the foot of our lifts or our ticket offices.
However, in accordance with the regulations in force, people with disabilities have priority in all queues (ticket office or ski lift). Disabled people with the mobility inclusion card (CMI) are invited to report to the staff at the lift or the ticket office in order to exercise this priority.
ARTICLE 9: PERSONAL DATA PROTECTION
Within the framework of its activity, the Operator, acting as data controller, carries out computerised processing of its customers' data in compliance with the regulations on personal data protection.
The data strictly necessary for the delivery of a pass is collected directly from the Customer by the Operator or indirectly by its partners, for example tour operators or tourist accommodation providers. All the information requested by the Operator or its partners, for example tour operators or tourist accommodation providers, for the delivery of a pass is compulsory. If one or more items of the required information is missing, the pass cannot be issued.
This data is collected for the purposes of customer relationship management, ticket control and statistics.
With regard to personalised tickets, data relating to the holder's movements is also collected for the purpose of managing customer relations, in particular for access to ski lifts and ticket control operations. Data is also collected for statistical purposes.
Anonymous day and half-day passes are also available for sale.
In accordance with the General Data Protection Regulation (GDPR), Altiservice implements and maintains appropriate security measures for its information system in order to protect the confidentiality of Personal Data, in accordance with the requirements of the Applicable Data Protection Law.
All of this data is intended solely for the use of Altiservice. In accordance with the French Data Protection Act of 6 January 1978 no. 78-17, amended by the Act of 17 March 2014 no. 2014-344 and the new European GDPR Regulation, the holder has a right of access, rectification, restriction, erasure and portability of Personal Data concerning them. He or she also has the right to object on legitimate grounds. Customers may exercise their rights by sending their request to the following address
Altiservice
16 rue de Sébastopol
31000 TOULOUSE
Data controller: Altiservice
DPO: dpo@altiservice.com
Purpose of the processing: Ticketing, access control, management of customer and prospect files.
The data collected is kept only for as long as is necessary to fulfil the purposes described above, within the limits of the applicable statute of limitations.
ARTICLE 10: LITIGATION
The consumer is informed of the possibility of having recourse, in the event of a dispute, to a conciliation mediation procedure or to any other alternative dispute resolution method (cf. Article 6.7).
In the absence of an amicable settlement, the dispute will be brought before the courts with jurisdiction in Toulouse.
I accept and acknowledge that I have read the above terms and conditions of sale and hereby undertake to comply with them.
