General terms and conditions of sale and use of ski lift tickets for the resorts of Saint Lary and Font-Romeu Pyrénées 2000
WINTER SEASON 2022-2023
Version 1 - 24/08/2022
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 (hereinafter referred to as the "GTCs") and use apply to all lift tickets that provide access to the ski areas managed by the operator.
If any provision of these terms and conditions is lacking, it shall be deemed to be governed by the practices in force in the ski-lift industry and for companies having their registered office in France.
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 the customer's responsibility to inform himself about the products and tariffs offered (displayed at the Operator's points of sale) and to select the most advantageous one for him or her. The staff cannot be held responsible for the customer's choice.
The passes offered are ski passes (hereinafter referred to as "passes") specific to a validated area, duration and category of person and can only be used on the ski lift network in the ski area for which they have been issued.
The pass consists of a medium on which a ticket is recorded. The number of days is counted from the first time the terminal is used. Users must carry the lift pass with them throughout the entire journey on the lift, from the departure to the arrival area and throughout the entire ski area.
To facilitate the transmission of information to the control posts, the pass 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 pass prices are displayed at the points of sale and can also be found on the website: https://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.
Lift passes can be sold with insurance covering rescue on the slopes. It is named and personal and cannot be transferred or refunded. It is the customer's responsibility to decide whether or not to take out this insurance (sold per day and per person).
It is understood that Altiservice retains the ownership of sold products until the full payment of their price.
ARTICLE 2: ONLINE PURCHASE
2.1 ORDERING PROCESS
The remote purchase of travel passes or tickets is carried out by ordering online via the altiservice.com website.
By placing an order, the person (hereinafter referred to as "the Customer") agrees that they know and accept 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. 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.
2.2 PAYMENT METHODS
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.
2.3 DELIVERY TIMES AND CONDITIONS OF TRAVEL TICKETS
The pass cards can be collected at one of the ALTISERVICE collection points or partner pick-up points according to the choice made by the customer at the time of ordering.
For immediate collection, the customer will have to choose an Altiservice ticket office or the immediate top-up of an existing pass.
Home delivery is also available for orders placed at least 8 days before the first day of skiing.
2.4 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 3: PURCHASE AT A TICKET OFFICE
Tickets can be purchased directly from the ticket office of the relevant resort.
All 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 credit card: Visa, Eurocard Master Card
- or by valid holiday vouchers (no change is given)
ARTICLE 4: CONDITIONS OF ISSUE, VALIDITY OF TRAVEL TICKETS
4.1 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.
4.2 VALIDITY OF TRAVEL TICKETS
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.
For family passes, the family cannot consist of more than 2 adults over the age of 18.
All season passes, including those for 3 days for Saint-Lary and Font-Romeu Pyrénées 2000, must be accompanied by a recent photograph of the face, without sunglasses or headgear.
4.3 TRAVEL TICKET REDUCTIONS
Discounts or free tickets are offered to several categories of people according to the terms available at the points of sale and on presentation of proof at the time of purchase and potentially during any checks:
- for student rates, presentation of a valid student card (18-29 years old, post-baccalaureate),
- for infants (under 5 years old) and veterans (over 75 years old) passes, proof of purchase is required.
- - for prices granted in the framework of a partnership agreement, presentation of the proof as specified in the said agreement.
For tax reasons, these documents will be kept by Altiservice in accordance with the legally required periods.
No claims or refunds will be possible after the purchase subject to the conditions set out in article 6.5 of the GTCs.
4.4 SALES RECEIPTS
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.
A receipt or duplicate is issued for each ticket issued, showing the type of ticket, its date of validity, the name of the holder (from 2 days), and the unique number of the ticket
These documents must be kept for any claim.
ARTICLE 5: TICKETS AND PASSES - PHYSICAL MEDIA
5.1 TOP-UP ALTISERVICE PASS CARDS
This is a medium on which a ticket is encoded, ranging from ½ day to 6 days, purchased at the cash desk or via the online sales service. This medium is a reloadable card and can also be recycled (bins are placed for this purpose at various locations in the resort). As long as the ticket registered on the card has not been used up, no other ticket may be registered except for an extension of service. Passes loaded onto the medium can only be for the current season.
5.2 SEASON PASS CARDS
Season Pass (Forfait Saison) tickets are personal, non-transferable cards on which the customer's personal data and identity photograph are encoded. They give unlimited access to the lifts of a specific resort for the Season Pass card.
In the case of a Season Pass, the encoding will be done on a rigid medium, where the pass price will include the price of the medium.
ARTICLE 6: SPECIFIC TRANSPORT CLAUSES
6.1 FRAUD - NO PASS OR INVALID PASS
Any user is liable to be checked at the departure or arrival of the ski lifts by an authorised inspector. They must have a valid travel document (dates and ski areas, age category...).
Any person using a ski lift giving access to the ski area covered by these conditions not in possession of a pass or with a misused pass (child pass used by an adult for example) will be liable to prosecution and/or a fine 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 5 times the value of the daily ticket (normal rate, up to a limit of one hundred and eighty (180) euros), for the network of the ski lift in question, if you are not in possession of a valid ticket. (Articles 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 (38) 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 LOSS - DESTRUCTION - THEFT
In the event of loss, destruction or theft and on presentation of the proof of sale, a replacement pass will be issued for the remaining period.
Any ticket that has been reported lost or stolen to the Operator will be deactivated immediately and will no longer give access to the ski area.
6.3 PARTIALLY OR UNUSED PASSES
In the event that the tickets issued are not used or not used up, they will not be refunded or exchanged.
6.4 ILLNESSES OR ACCIDENTS
No refunds will be made for accident, illness or any other personal reason, regardless of the duration of the pass.
An insurance service can cover this risk: useful information can be obtained from our sales agents or on the altiservice.com website.
6.5 SHUTDOWN OF SKI LIFTS / ADVERSE WEATHER HAZARDS
Only a complete and consecutive stoppage of all ski lifts or a total closure of the ski area for more than 5 consecutive hours can give rise to compensation (except for season passes). In order to claim this compensation, the customer must make a request via the complaint form available on https://aide.altiservice.com (section: send a claim).
The holder of the pass valid during the period of closure may be entitled to compensation after presentation of supporting documents in the form of:
- Carry forward for the current winter season of the validity period of the ticket equivalent to the number of days of closure.
- Credit note or deferred reimbursement calculated on the basis of:
Average price = price paid by the customer divided by the duration of the pass
Reimbursement = average price x number of days of damage
The user may not claim any sum or service in excess of this fixed compensation. Users who have taken out an insurance policy covering this risk should contact the insurer in order to be compensated.
The customer has thirty (30) days after the ticket expires to make a claim via the online form.
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.
6.6 MATERIAL OR DAMAGE OR PHYSICAL HARM ON A LIFT
In the event of physical damage or injury caused by one of our lifts, the customer must immediately report it to Altiservice personnel and send their claim via the form available at: https://aide.altiservice.com (section: send a claim).
In the event of physical injury caused by one of our lifts, the customer must immediately report the injury 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 may contact us at any time.
1st LEVEL: By contacting the Customer Relations Centre of the resort in question:
Written supported requests should be sent via the online form available at: https://aide.altiservice.com (section: send a claim) or by email or by post to the following address:
Saint-Lary
saintlary@altiservice.com
ALTISERVICE Saint-Lary - Customer Service - Place du Téléphérique - B.P. 35 - 65170 SAINT-LARY
Font-Romeu Pyrénées 2000
fontromeu.pyrenees2000@altiservice.com
ALTISERVICE Font-Romeu Pyrénées 2000 - Customer Service - Les Airelles BP 60 - 66120 FONT-ROMEU
The processing time for applications is thirty (30) days from the 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 – B.P. 35 - 65170 SAINT-LARY or commercialsaintlary@altiservice.com
For Font-Romeu Pyrénées 2000 : ALTISERVICE - Service Commercial – Les Airelles BP 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 simple letter, addressed to:
MTV Médiation Tourisme Voyage
BP 80 303
75 823 Paris Cedex 17
ARTICLE 7: COMPLIANCE WITH SAFETY RULES
All holders of a Ski Lift pass have a legal obligation to abide by the safety rules relating to transport by ski lift, in particular the police regulations and municipal by-laws posted at the departure point of the ski lifts, the pictograms and signs supplementing them as well as any instructions given by the Operator's staff, on pain of penalty. Similarly, on the ski slopes and snow park, users of the ski area are required to comply with the municipal decree on safety on the ski slopes and are recommended to observe the "rules of conduct for users of the slopes" published by the International Ski Federation (FIS).
Off-piste skiing by the user is at their own risk.
COVID-19
The CUSTOMER must 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), which will be sent to him/her and given to him/her by ALTISERVICE and its staff, both before and during his/her presence on site.
ARTICLE 8: 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 ALTISERVICE Operator or indirectly by its partners, for example tour operators or tourist accommodation providers. All the information requested by the ALTISERVICE 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.
8.1 RETENTION PERIOD
The data collected are kept only for as long as is necessary to fulfil the purposes described above, within the limits of the applicable statute of limitations.
8.2 PERSONAL DATA COLLECTED BY TOUR OPERATORS
The tour operators or tourist accommodation providers undertake not to transfer, rent or transmit the Personal Data of the Customer and Users to third parties other than ALTISERVICE, unless legally required to do so.
In accordance with the Applicable Law on the Protection of Personal Data, the Customer and Users have the right to access, correction, restriction and portability of their Personal Data. The Customer and Users also have the right to object, on legitimate grounds, to their Personal Data being processed. These rights can be exercised at any time with the reseller.
ARTICLE 9: SPECIFIC CONDITIONS APPLICABLE TO TOUR OPERATORS
9.1 PAYMENT DEADLINES
Tour operators must pay the invoices issued by Altiservice within the deadlines stated on the invoices. All invoices must be paid at the end of the season, no later than 30 April 2023.
9.2 PENALTIES FOR DELAY
Penalties are due the day after the payment date stated on the invoice, without any reminder being necessary. The applicable penalty rate is the rate indicated in the contract, failing which it will be equal to the interest rate applied by the ECB to its most recent refinancing operation, plus ten (10) points. It is applied to the amount of the invoice including VAT.
9.3 COLLECTION COSTS
In accordance with article D 441-5 of the French Commercial Code, in addition to late payment penalties, any sum, including advances or deposits, not paid on the due date, shall automatically give rise to the payment of a fixed penalty of forty (40) euros for collection costs.
9.4 GENERAL DISPLAY OF GENERAL Ts & Cs
Tour operators undertake to display the T&Cs at their points of sale (including on the internet) in order to ensure that customers are fully informed.
9.5 ISSUING RECEIPTS
Tour operators shall systematically issue customers with a cash receipt or an invoice in order to enable a duplicate to be issued in the event of loss, destruction or fraudulent removal of the pass, in accordance with the provisions of article 6.2.
ARTICLE 10: SPECIFIC FEATURES OF DISTANCE SELLING - SPECIAL TERMS AND CONDITIONS FOR DISTANCE SELLING (CPVAD)
Distance selling includes sales by sending an order form, sales by telephone and online sales.
The placing of an order entails that the person (hereinafter referred to as the "Customer") accepts these general Ts & Cs of Sale, which can be downloaded on a durable medium.
If a provision is missing, it shall be considered to be governed by the practices in force in the distance selling sector.
The features of the different passes offered for sale are presented in the price list that can be consulted at the points of sale and on the altiservice.com website. Any order entails acceptance of the description of the services and the prices.
Orders with payment by credit card and confirmed will be those that have been agreed upon by the banking institution. Refusal to authorise the debiting of the bank account will de facto lead to the cancellation of the order process, notice of which will be sent to the Customer by email. Once the order is concluded and confirmed by the Customer, Altiservice will acknowledge receipt of this order by email.
The delivery of the passes shall be carried out in accordance with the provisions set out above.
Altiservice will only be bound by a duty of care for all stages of access to the online sale. Altiservice shall not be held liable for any inconvenience or damage inherent to the use of the Internet, in particular an interruption in service, external intrusion or the presence of computer viruses and, in general, for any other event expressly deemed by case law as force majeure.
The online provision of the credit card number and, in general, the final confirmation of the order by the Customer are proof of the completeness of the transaction in accordance with the provisions of law no. 2000-230 of 13 March 2000, as well as of the due date for payment. This confirmation is equivalent to a signature and express acceptance of all transactions carried out on the online sales module.
The Customer must keep the order email, which is the only document that can be used as proof in the event of a dispute over the terms of the order, particularly in the event of a check on the ski lifts. The information on the validity of the ticket and written on the medium has no contractual value.
ARTICLE 11: SkiYouLater WARRANTY
11.1 1 TO 6-DAY PASSES
Consecutive 1, 2 and 3 day passes are valid throughout the season until the closing date of the ski area concerned. In the event that the Customer is unable to use the ski pass on the date initially planned, it may be used at a later date during the 2022-2023 season, on the ski area concerned only, without any particular action on the part of the Customer, until the date of closure of the resort. No supporting documents will be requested. If the customer has not been able to use it during the season, he/she may request a credit note valid for the following season (2023-2024) from the resort's customer service department, at the addresses mentioned in article 6.7 of these Terms and Conditions.
4, 5 and 6 day passes which could not be used on the initially planned date, benefit from a deferral in the form of a credit in the amount of the value invoiced by Altiservice; this credit is valid for the 2022-2023 and 2023-2024 seasons, usable online only via the altiservice.com customer account. This credit is usable on all offers sold and marketed on the altiservice.com website.
In order to benefit from this credit, the Customer has 30 days from the date of the first day of skiing initially planned to make a request for a credit from the resort's customer service department, at the addresses mentioned in article 6.7 of these Conditions. No supporting documents will be requested.
If the customer has not been able to use their credit by the end of the 2023-2024 season, they may request a refund from customer services within 30 days of the resort closing.
It is understood that, for 1 to 6-day passes, only "unused" passes will be eligible for the offers described in this article. Passes that are not used are considered "unused". Passes used, even for a very short period, are considered consumed and are therefore not subject to the deferral offers presented.
11.2 SEASON PASSES
In the event of a total closure of the ski lifts due to COVID-19, in the event of local or national lockdown imposed by the administrative authorities* or in the event of the closure of the borders, thus making it impossible to use the season pass, the season pass may be the subject of compensation in the form of a credit note or a refund on a pro rata basis according to the following calculation method: number of days in lockdown/number of days the resort was initially open x amount paid (the number of days in lockdown being calculated from the date of purchase of the pass).
* Proof of self-isolation may be requested by our customer service department.
The customer has thirty (30) days after the validity of the ticket to make a request to customer service (as indicated in article 6.7).
ARTICLE 12: 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 13: ARTICLE L1431-3 TRANSPORT CODE - CO2 INFORMATION TRANSPORT SERVICE
In application of articles L 1431-3 and D1431-1 to 1431-23 of the Transport Code, the Operator hereby communicates the CO²e information relating to transport services by ski lifts:
For Saint-Lary:
The transport CO²e for a 1-day ticket is 19.70 g CO²e, equivalent to a car journey of 0.14 km;
the transport CO²e for a 6-day ticket is 118.21 g CO²e, equivalent to a car journey of 0.84 km;
For Font-Romeu Pyrénées 2000:
The transport CO²e for a 1-day ticket is 33.86 g CO²e, equivalent to a car journey of 0.24 km;
the transport CO²e for a 6-day ticket is 203.17 g CO²e, equivalent to a car journey of 1.45 km;
Basis of calculation: 6g CO²e/kwh/ 100% renewable energy/ diesel car 140g/km (class C, current average)
ARTICLE 14: OPENING DATES OF THE SKI AREAS
The provisional opening and closing dates of the ski areas are:
- Saint-Lary: from Saturday 3 December 2022 to Sunday 2 April 2023
- Font-Romeu Pyrénées 2000: from Friday 2 December 2022 to Sunday 26 March 2023
These dates are provisional and may be subject to change depending on snow conditions or administrative constraints.
In the case of season passes, changes to these dates, within the limit of two weeks, will not give rise to any compensation.
ARTICLE 15: ENERGY RESTRICTION MEASURES
In the context of the energy crisis, the authorities are likely to impose energy restriction measures that may affect the lift transport service available and the service in one of the ski areas managed by Altiservice. If necessary, Altiservice undertakes to inform its customers as soon as possible after the authorities/energy suppliers have informed them of the expected impact on the ski lifts and the ski area. In such an eventuality, the provisions set out herein (see Article 6.5) shall apply.
ARTICLE 16: LITIGATION
In accordance with the provisions of Article L133-4 of the Consumer Code, the consumer is hereby 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 competent courts.
I accept and acknowledge that I have read the above terms and conditions of sale and hereby undertake to comply with them.
