Privacy Policy

1. What Personal Information Do We Collect?

We know that you care how your information is used, and we appreciate you trust that we will use it carefully and sensibly. This notice describes our privacy policy. By visiting us, you are accepting the privacy policy described below.

2. How Do We Use Your Information?

Information You Provide. We receive and store information you enter. For example, when you search for or buy a product or service, or when you supply information such as your address, phone number. You can choose not to provide certain information, but then you might not be able to take advantage of some of our features. We use the information that you provide for such purposes as responding to your requests, customising future shopping for you, improving our website, and communicating with you.Cookies. Like many websites, we use “cookies”.

Cookies are small programs that we transfer to your hard drive that allow us to recognise you and to provide you with a customised shopping experience. If you do not want us to use cookies, you can easily disable them by going to the toolbar of your web browser, and clicking on the “help” button.

Follow the instructions that will prevent the browser from accepting cookies, or set the browser to inform you when you receive a new cookie. In addition, you may visit this and other websites anonymously through the use of utilities provided by other private companies.

Other Information: Every computer has an IP (Internet Protocol) address. IP addresses of computers used to visit this site are noted. In addition, we automatically collect other information such as email addresses, browser types, operating systems, and the URL addresses of sites clicked to and from this site.Information from Other Sources. We might receive information about you from other sources and add it to our account information. This may include updated delivery and address information from our shippers or other sources so that we can correct our records and deliver your next purchase or communication more easily.

Agents : We may employ other companies and individuals to perform functions on our behalf. Examples include delivering packages, sending postal mail and e-mail, and processing credit card payments. They have access to personal information needed to perform their functions, but may not use it for other purposes.Business Transfers. As we continue to develop our business, we might sell or buy stores or assets. In such transactions, customer information generally is one of the transferred business assets. Also, in the unlikely event that we are acquired, customer information will be one of the transferred assets.

Law Enforcement. If we receive a lawful court order to release account or other personal information then we will comply with the law. We will also release information when necessary to protect the life, safety or property of others. This includes exchanging information with other companies and organisations for fraud protection and credit risk reduction.

3. How Do We Protect the Security of Your Information?

We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.

We use encryption to protect your information contained in our customer list.

We use a firewall to protect against unlawful intrusion.

We limit access to your information on a “need to know” basis.

We reveal only the last five digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.

It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer.

No system can guarantee absolute security, just as the finest lock can not guarantee physical security. However, we take every reasonable precaution to assure that your data is secure.

4. Children

We do not sell products or services to children. If you are under 18, you may use this site only with involvement of a parent or guardian.

5. Extended - Privacy Policy & GDPR

1.1 We are committed to safeguarding the privacy of our website visitors and service users.

1.2 This policy applies where we are acting as a data controller with respect to the personal data of our website visitors and service users; in other words, where we determine the purposes and means of the processing of that personal data.

1.3 We use cookies on our website. Insofar as those cookies are not strictly necessary for the provision of our website and services, we will ask you to consent to our use of cookies when you first visit our website.

1.4 Our website incorporates privacy controls which affect how we will process your personal data. By using the privacy controls, you can specify whether you would like to receive direct marketing communications and limit the publication of your information. You can access the privacy controls during checkout

1.5 In this policy, “we”, “us” and “our” refer to [data controller name].[ For more information about us, see Section 12.]

2. How we use your personal data

2.1 In this Section 2 we have set out:

(a) the general categories of personal data that we may process;

(b) in the case of personal data that we did not obtain directly from you, the source and specific categories of that data];

(d) the legal bases of the processing.

2.2 We may process data about your use of our website and services (“usage data“). The usage data may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use. The source of the usage data is our analytics tracking system. This usage data may be processed for the purposes of analysing the use of the website and services. The legal basis for this processing is our legitimate interests, namely monitoring and improving our website and services.

2.3 We may process your account data (“account data“). The account data may include your name and email address. The source of the account data is you. The account data may be processed for the purposes of operating our website, providing our services, ensuring the security of our website and services, maintaining back-ups of our databases and communicating with you. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business and the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract, and reserving products for you.

2.4 We may process your information included in your personal profile on our website (“profile data“). The profile data may include your name, address, telephone number, email address, profile pictures, gender, date of birth, relationship status. The profile data may be processed for the purposes of enabling and monitoring your use of our website and services. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business and the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract, and reserving products for you.

2.5 We may process your personal data that are provided in the course of the use of our services (“service data“). The service data may include your name, address, telephone number, email address, profile pictures, gender, date of birth, relationship status. The source of the service data is you. The service data may be processed for the purposes of operating our website, providing our services, ensuring the security of our website and services, maintaining back-ups of our databases and communicating with you. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business and the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract, and reserving products for you.

2.6 We may process information that you post for publication on our website or through our services (“publication data“). The publication data may be processed for the purposes of enabling such publication and administering our website and services. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business and the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract, and reserving products for you.

2.7 We may process information contained in any enquiry you submit to us regarding goods and/or services (“enquiry data“). The enquiry data may be processed for the purposes of offering, marketing and selling relevant goods and/or services to you. The legal basis for this processing is consent.

2.8 We may process information relating to our customer relationships, including customer contact information (“customer relationship data“). The customer relationship data may include your name, your contact details, and information contained in communications between us and you. The source of the customer relationship data is you. The customer relationship data may be processed for the purposes of managing our relationships with customers, communicating with customers, keeping records of those communications and promoting our products and services to customers. The legal basis for this processing is our legitimate interests, namely the proper management of our customer relationships.

2.9 We may process information relating to transactions, including purchases of goods and services, that you enter into with us and/or through our website (“transaction data“). The transaction data may include your contact details, your card details and the transaction details. The transaction data may be processed for the purpose of supplying the purchased goods and services and keeping proper records of those transactions. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract and our legitimate interests, namely the proper administration of our website and business.

2.10 We may process information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters (“notification data“). The notification data may be processed for the purposes of sending you the relevant notifications and/or newsletters. The legal basis for this processing is consent.

2.11 We may process information contained in or relating to any communication that you send to us (“correspondence data“). The correspondence data may include the communication content and metadata associated with the communication. Our website will generate the metadata associated with communications made using the website contact forms. The correspondence data may be processed for the purposes of communicating with you and record-keeping. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business and communications with users.

2.12 We may process any of your personal data identified in this policy where necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure. The legal basis for this processing is our legitimate interests, namely the protection and assertion of our legal rights, your legal rights and the legal rights of others.

2.13 We may process any of your personal data identified in this policy where necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, or obtaining professional advice. The legal basis for this processing is our legitimate interests, namely the proper protection of our business against risks.

2.14 In addition to the specific purposes for which we may process your personal data set out in this Section 2, we may also process any of your personal data where such processing is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

2.15 Please do not supply any other person’s personal data to us, unless we prompt you to do so.

3. Providing your personal data to others

3.1 We may disclose your personal data to any member of our group of companies this means our subsidiaries, our ultimate holding company and all its subsidiaries insofar as reasonably necessary for the purposes, and on the legal bases, set out in this policy. Information about our group of companies can be found at https://reference.andorratravelservice.com/who-we-are.

3.2 We may disclose your personal data to our insurers and/or professional advisers insofar as reasonably necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, obtaining professional advice, or the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.

3.3 We may disclose any of your personal data identified in this policy to our suppliers or subcontractors insofar as reasonably necessary to supply the services purchased.

3.4 Financial transactions relating to our website and services are handled by our payment services providers, Sagepay, Stripe & Redsys. We will share transaction data with our payment services providers only to the extent necessary for the purposes of processing your payments, refunding such payments and dealing with complaints and queries relating to such payments and refunds. You can find information about the payment services providers’ privacy policies and practices at https://www.sagepay.co.uk/policies/privacy-policy https://stripe.com/gb/privacyhttp://www.redsys.es/en/legal/20180223_politica_de_privacidad_web_publica_redsys-ENG.pdf

3.5 We may disclose your enquiry data to one or more of those selected third party suppliers of goods and services identified on our website for the purpose of enabling them to supply services purchased.

3.6 In addition to the specific disclosures of personal data set out in this Section 3, we may disclose your personal data where such disclosure is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person. We may also disclose your personal data where such disclosure is necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.

4. International transfers of your personal data

4.1 In this Section 4, we provide information about the circumstances in which your personal data may be transferred to countries outside the European Economic Area (EEA).

4.2 We have offices and facilities in Andorra, Spain and UK. The European Commission has made an “adequacy decision” with respect to [the data protection laws of each of these countries. Transfers to each of these countries will be protected by appropriate safeguards, namely the use of standard data protection clauses adopted or approved by the European Commission.

4.3 The hosting facilities for our website are situated in United Kingdom. The European Commission has made an “adequacy decision” with respect to the data protection laws of each of these countries. Transfers to each of these countries will be protected by appropriate safeguards, namely the use of standard data protection clauses adopted or approved by the European Commission.

4.4 Hoteliers, Ski Extra Suppliers, Activity Suppliers and are situated in Andorra. The European Commission has made an “adequacy decision” with respect to the data protection laws of each of these countries. Transfers to each of these countries will be protected by appropriate safeguards, namely the use of standard data protection clauses adopted or approved by the European Commission,

4.5 You acknowledge that personal data that you submit for ‘publication’ (your account details are private) through our website or services may be available, via the internet, around the world. We cannot prevent the use (or misuse) of such personal data by others.

5. Retaining and deleting personal data

5.1 This Section 5 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal data.

5.2 Personal data that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.

5.3 We will retain your personal data as follows:

(a) Personal Account Data will be retained for a minimum period of 6 years following any purchase or enquiry date, and for a maximum period of 10 years following your last booking or enquiry.

5.4 Notwithstanding the other provisions of this Section 5, we may retain your personal data where such retention is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

6. Amendments

6.1 We may update this policy from time to time by publishing a new version on our website.

6.2 You should check this page occasionally to ensure you are happy with any changes to this policy.

6.3 We may notify you of significant changes to this policy by email or through the private messaging system on our website.

7. Your rights

7.1 In this Section 7, we have summarised the rights that you have under data protection law. Some of the rights are complex, and not all of the details have been included in our summaries. Accordingly, you should read the relevant laws and guidance from the regulatory authorities for a full explanation of these rights.

7.2 Your principal rights under data protection law are:

(a) the right to access;

(b) the right to rectification;

(d) the right to restrict processing;

(e) the right to object to processing;

(f) the right to data portability;

(g) the right to complain to a supervisory authority; and

(h) the right to withdraw consent.

7.3 You have the right to confirmation as to whether or not we process your personal data and, where we do, access to the personal data, together with certain additional information. That additional information includes details of the purposes of the processing, the categories of personal data concerned and the recipients of the personal data. Providing the rights and freedoms of others are not affected, we will supply to you a copy of your personal data. The first copy will be provided free of charge, but additional copies may be subject to a reasonable fee. You can access your personal data by visiting https://reference.andorratravelservice.com/my-account/bookings/when logged into our website.

7.4 You have the right to have any inaccurate personal data about you rectified and, taking into account the purposes of the processing, to have any incomplete personal data about you completed.

7.5 In some circumstances you have the right to the erasure of your personal data without undue delay. Those circumstances include: the personal data are no longer necessary in relation to the purposes for which they were collected or otherwise processed; you withdraw consent to consent-based processing; you object to the processing under certain rules of applicable data protection law; the processing is for direct marketing purposes; and the personal data have been unlawfully processed. However, there are exclusions of the right to erasure. The general exclusions include where processing is necessary: for exercising the right of freedom of expression and information; for compliance with a legal obligation; or for the establishment, exercise or defence of legal claims.

7.6 In some circumstances you have the right to restrict the processing of your personal data. Those circumstances are: you contest the accuracy of the personal data; processing is unlawful but you oppose erasure; we no longer need the personal data for the purposes of our processing, but you require personal data for the establishment, exercise or defence of legal claims; and you have objected to processing, pending the verification of that objection. Where processing has been restricted on this basis, we may continue to store your personal data. However, we will only otherwise process it: with your consent; for the establishment, exercise or defence of legal claims; for the protection of the rights of another natural or legal person; or for reasons of important public interest.

7.7 You have the right to object to our processing of your personal data on grounds relating to your particular situation, but only to the extent that the legal basis for the processing is that the processing is necessary for: the performance of a task carried out in the public interest or in the exercise of any official authority vested in us; or the purposes of the legitimate interests pursued by us or by a third party. If you make such an objection, we will cease to process the personal information unless we can demonstrate compelling legitimate grounds for the processing which override your interests, rights and freedoms, or the processing is for the establishment, exercise or defence of legal claims.

7.8 You have the right to object to our processing of your personal data for direct marketing purposes (including profiling for direct marketing purposes). If you make such an objection, we will cease to process your personal data for this purpose.

7.9 You have the right to object to our processing of your personal data for scientific or historical research purposes or statistical purposes on grounds relating to your particular situation, unless the processing is necessary for the performance of a task carried out for reasons of public interest.

7.10 To the extent that the legal basis for our processing of your personal data is:

(a) consent; or

(b) that the processing is necessary for the performance of a contract to which you are party or in order to take steps at your request prior to entering into a contract,

and such processing is carried out by automated means, you have the right to receive your personal data from us in a structured, commonly used and machine-readable format. However, this right does not apply where it would adversely affect the rights and freedoms of others.

7.11 If you consider that our processing of your personal information infringes data protection laws, you have a legal right to lodge a complaint with a supervisory authority responsible for data protection. You may do so in the EU member state of your habitual residence, your place of work or the place of the alleged infringement.

7.12 To the extent that the legal basis for our processing of your personal information is consent, you have the right to withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing before the withdrawal.

7.13 You may exercise any of your rights in relation to your personal data by written notice to us or by emailing us at [email protected], in addition to the other methods specified in this Section 7.

8. About cookies

8.1 A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

8.2 Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

8.3 Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

9. Cookies that we use

9.1 We use cookies for the following purposes:

(a) authentication – we use cookies to identify you when you visit our website and as you navigate our website cookies are used for this purpose are _li

(b) status – we use cookies to help us to determine if you are logged into our website cookies used for this purpose are: wordress_logged_in_*, wordpress_sec_*, wordpress_test_cookie, wp-settings-1,wp-settings-time-1.

(d) security – we use cookies as an element of the security measures used to protect user accounts, including preventing fraudulent use of login credentials, and to protect our website and services generally.

(e) advertising – we use cookies to help us to display advertisements that will be relevant to you cookies used for this purpose are: ec-accepted;

(f) analysis – we use cookies [to help us to analyse the use and performance of our website and services cookies used for this purpose are: _ga

(g) cookie consent – we use cookies to store your preferences in relation to the use of cookies more generally cookies used for this purpose are: ec-accepted.

10. Cookies used by our service providers

10.1 Our service providers use cookies and those cookies may be stored on your computer when you visit our website.

10.2 We use Google Analytics to analyse the use of our website. Google Analytics gathers information about website use by means of cookies. The information gathered relating to our website is used to create reports about the use of our website. Google’s privacy policy is available at: https://www.google.com/policies/privacy/.

10.3 We use Tawk for Live Chat. This service uses cookies for tracking return visitors. You can view the privacy policy of this service provider at https://www.tawk.to/privacy-policy/

11. Managing cookies

11.1 Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version. You can however obtain up-to-date information about blocking and deleting cookies via these links:

(a) https://support.google.com/chrome/answer/95647?hl=en(Chrome);

(b) https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences(Firefox);

(d) https://support.microsoft.com/en-gb/help/17442/windows-internet-explorer-delete-manage-cookies(Internet Explorer);

(e) https://support.apple.com/kb/PH21411(Safari); and

(f) https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy(Edge).

11.2 Blocking all cookies will have a negative impact upon the usability of many websites.

11.3 If you block cookies, you will not be able to use all the features on our website.

12. Our details

12.1 This website is owned and operated by Andorra Travel Service Limited.

12.2 We are registered in England and Wales under registration number 09090969 and our registered office is at Martlet House E1, Yeoman Gate, Yeoman Way, Worthing, West Sussex, England, BN13 3QZ

12.3 Our principal place of business is at 30-34 Parliament Square, Hertford, Herts SG14 1EZ

12.4 You can contact us:

(a) by post, to the postal address given above;

(b) using our website contact form;

(d) by email, using the email address published on our website from time to time.

13. Data protection officer

13.1 Our data protection officer’s contact details are: Andorra Travel Service 30-34 Parliament Square, Hertford, Herts SG14 1EZ Telephone 0330 043 2134.

Terms and Conditions of Booking

The following booking conditions set out the terms and conditions of the contract between you and Andorra Travel Service (“we”, “us” and “our”). Please read these carefully as they govern the relationship between us. Your contract will be subject to English law and any disputes will be dealt with in the courts of England. If you live in Wales, Scotland or Northern Ireland the courts of Wales, Scotland or Northern Ireland (as appropriate) can deal with any disputes.

About the company

COVID-19 GUARANTEE - YOUR MONEY PROTECTED

Our Covid-19 Cancelation policy

In Andorra, we are in close, constant contact with ski stations, hoteliers, transport companies and authorities to provide up to date information.

Our booking, cancellation and refund policy has been made flexible to give you peace of mind when you book with Andorra Travel Service.

A full refund if you have to cancel your booking due to the following circumstances:

1, You are unable to leave your country or reach Andorra due to Covid-19 government travel restrictions.

If your accommodation booking starts within the next 21 days (10 days for Transfer & Ski Extras only bookings) - You must contact us within 24hrs of any Government Travel Restriction update that prevents you from reaching Andorra to claim your refund or change your booking.

2, The ski resort is closed due to Covid-19

These new enhanced terms are now applicable to your booking, to give you extra peace of mind.

Group Bookings | A group booking is 5+ rooms. Group bookings have different cancellation conditions which will be clearly stated at the time of booking

Please note - No refund is due if Government advice changes to vaccinated status requirements, or any testing requirements introduced before or during your holiday.

Please ensure you have adequate insurance cover for any eventuality outside of these circumstances.

OUR FLEXIBLE CONDITIONS - AT A GLANCE

Government advice against travel

If travel advice from your country is issued/changed before you travel & advice against non-essential travel, we will Guarantee a full refund of your Accommodation, Ski Extras & Transfer services.

If your accommodation booking starts within the next 21 days (3 days for Transfer & Ski Extras only bookings) – Please contact us within 24hrs of any Government Travel Restriction update that prevents you from reaching Andorra to claim your refund or change your booking.

No refund is due if Government advice changes during your stay, or changes to vaccinated status or extra testing is required.

Resort Closure

If the resort/hotel is forced to close, before your travel date we will Guarantee a full refund.
If the resort closes part way through your stay, we will issue a proportional refund.

Accommodation Bookings

Free Cancellation/Full Refund; if cancelled more than 21 days before your arrival date. For any reason – No questions asked.

Ski Extras

Free Cancellation/Full Refund; if cancelled more than 2 days before start date of your extras. For any reason – No questions asked.

Airport Transfers

Free Cancellation/Full Refund; if cancelled more than 2 days before date of your transfer. For any reason – No questions asked.

Or you can change the dates of your stay for free (There is no fee to change, just any difference in price at the time of changing.)

Please note – No refund is due if Government advice changes to vaccinated status requirements, or any testing requirements introduced before or during your holiday.

Please ensure you have adequate insurance cover for any eventuality outside of these circumstances.

COVID-19 GUARANTEE - YOUR MONEY PROTECTED Your payment is protected by our partners at Protected Trust Service meaning your money is safe and protected at all times. It is always advisable to check what financial protection is in place with any company that you book with. More information about your protection with us can be found following link. Protected Trust Service NO QUIBBLE FULL REFUND Book more than 8 weeks before your travel date and pay 5% deposit only Our NO QUIBBLE FULL REFUND allows you to cancel at any time, for any reason before your balance is paid at 6 weeks. You will receive a full refund of monies paid. You can change your booking dates, change your hotel (more than 21 Days before arrival), change your transfers, change your ski extras (more than 2 days before the start date). There is no fee to change, just any difference in price at the time of changing. If you make your booking less than 8 weeks before you travel, we take full payment, but our conditions continue to give you extra flexibility and peace of mind . ACCOMMODATION BOOKINGS CAN I CANCEL MY ACCOMMODATION BOOKING – LESS THAN 6 WEEKS BEFORE THE TRAVEL DATE? YES – we have made our conditions even more flexible for everyone. More than 21 days before arrival You can cancel your accommodation booking for free if cancelled more than 21 days before the travel date and we will issue a full refund. 20 – 08 days before arrival You will be charged 75% of the accommodation cost 7 – 0 days before arrival You will be charged 100% of the accommodation cost Chalet Font Booking Conditions

Chalet Font Booking Conditions Winter 2022-2023:

– 25% deposit payment at time of booking

– 5% taken online, then 20% payment due within 7 days to secure booking.

Free cancellation up to 10 weeks before the date of travel – Balance payment due at 10 weeks before date of travel.

Cancellation Fees –

(56 – 70 days before date of travel = 30%) (21 – 55 days before date of travel = 75%) (0 – 20 days before date of travel =100%) What happens if I, or member of my party test positive for Covid-19 before we travel ? If you receive a positive Covid-19 official test result 21 days or more before you travel, we will issue a full refund for your accommodation. We are unable to offer a full accommodation refund less than 21 days before the travel date We are unable to offer a full accommodation refund if you are self isolating for any reason, or their are testing or vaccinated status requirements for your travel or stay. We recommend that you purchase travel insurance that provides cover for such reasons. SKI EXTRAS BOOKINGS

CAN I CANCEL MY SKI EXTRAS BOOKING – LESS THAN 6 WEEKS BEFORE THE TRAVEL DATE?

YES – We understand that Ski Extras are an added cost and concern and we have made our conditions even more flexible for everyone.

Up to 2 days before arrival

You can cancel your Ski Extras booking for free, if cancelled more than 2 days before the start date, and we will issue a full refund.

AIRPORT TRANSFERS

CAN I CANCEL MY SKI EXTRAS BOOKING – LESS THAN 6 WEEKS BEFORE THE TRAVEL DATE?

YES – Andorra Travel Service and our partners Andbus have created flexible conditions in case you need to cancel or change your plans.

Up to 2 days

You can cancel your Airport Transfer booking for free, if cancelled more than 2 days before the travel date and we will issue a full refund.

IMPORTANT NOTES - GROUPS / DISCOUNTS / HOW TO CANCEL

Group Bookings

Group Bookings | A group booking is 4+ rooms.

Group bookings have different cancellation conditions which will be clearly stated at the time of booking.

Discounts

We offer discounts when you book accommodation and ski extras together. Cancellation of a part of your holiday can result in price increases on the remainder of your holiday.

Cancellation

If you wish to cancel your booking, we must receive and acknowledge this in writing before 5pm (Andorra Time) to calculate any fees.

If your accommodation booking starts within the next 21 days – Please contact us within 24hrs of any Government Travel Restriction update that prevents you from reaching Andorra to claim your refund or change your booking. (contact us within 10 days for any Transfer & ski extras only bookings)

We are unable to offer refunds if you are self isolating for any reason, or their are testing or vaccinated status requirements introduced at any time before or during your travel or stay.

Terms and Conditions of Booking Your Holiday Booking Please discuss your choice of resort, accommodation and transport with us before you book, to make sure it will be suitable for you and the people you will be travelling with. If you or any member of your party has any medical problem or disability which may affect the holiday arrangements of that person, please tell us before you confirm your booking so we can advise as to the suitability of the chosen holiday. In any case, you must give us full details in writing at the time of the booking. If we feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline their reservation. If you are booking on behalf of a group, please ensure that you have the consent of all members of the party before making a booking and that all members of your party have read and agree to be bound by these terms and conditions. The person who signs the booking form or completes the booking online or by telephone will be the “lead name” for the purposes of the holiday booking. The lead name must be 18 years of age or over at the time of booking. The lead name is responsible for payment of the total booking price, which may include any subsequent cancellation or amendment charges that may be payable. The lead name must confirm that all the other members of the party agree to be bound by these terms and conditions and provide accurate and full information to the remainder of the group in relation to the booking, including any subsequent changes. Should any additional members of the group be added at a later date, it remains the responsibility of the lead name to ensure that any such members agree to be bound by these terms and conditions and are in receipt of all relevant information relating to the booking. Once you have paid your deposit you will be charged the full amount due of the remaining balance subject to the payment schedule. Failure to pay the balance may result in forfeiting your holiday If you do not wish to pay the balance payment you must notify Andorra Travel Service in writing, or if you wish to cancel and withdraw from the holiday this needs to be done also. See the cancellation section for charges. Please note that any booking and contract of services is not confirmed until payment is made in full. If you do not pay the required amount by the balance due payment date, or you have not paid in full by the final balance date, and have not informed us of a cancellation, you will be subject to an automatic late payment fee of £50 per person. Please check the details on any documentation which you receive from us and please contact us immediately in the event of any errors or discrepancies. Special Requests Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot promise that any requests will be complied with unless we have specifically confirmed this in writing. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation or any other documentation is not confirmed that the request will be met. All special requests are subject to availability. Insurance We consider adequate travel insurance to be essential. Please read your policy carefully and take it with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. For those who intend to participate in sports, winter sports, water sports and any other activity whilst on holiday, it is your responsibility to ensure that you obtain the relevant insurance cover. Deposit’s Some accommodations require the guest to pay a damage deposit on arrival. This will need to be paid when the guest checks in to the accommodation and will be returned when the guest checks out as long there is no damage to the property. This will be down to the accommodations providers discrepancy. If you wish to query why you were charged the responsibility of this lies with the accommodation provider – however, we will do our best to assist you in contacting them and help to mediate when possible. Payment protection – inclusive bookings Andorra Travel Service is proud to be a member of Protected Travel Services (PTS). PTS offers the highest level of financial protection for your holiday arrangements. PTS provides you with complete protection against the failure of both the travel company you book with as well as the suppliers they use. This protection lasts from the point that you book your holiday through to the point when you return. You can enjoy every holiday booked through a PTS client knowing that you have 100% financial protection and full peace of mind at all times. For more information about our financial protection – Click here Changes to Accommodation If for any reason we are unable to supply the accommodation chosen at time of booking we will look to find you a replacement accommodation of standard deemed to be equal or equivalent. We will not refund you for any accommodation change unless you are moved to an accommodation of standard deemed to be lower. City Tax Some accommodations require the guest to pay local city tax on arrival. This will only be included in the price for certain accommodations. As such, you may be required to pay local taxes or city taxes on arrival to the resort Name changes for flights Please note that the airline name change fee is completely out of our control. Please read the following terms and conditions relating to the airline that is displayed in your booking: • Ryanair: http://www.ryanair.com/en/terms-and-conditions/• Easyjet: http://www.easyjet.com/en/terms-and-conditions• Jet2: http://www.jet2.com/myjet2terms• Norwegian: http://www.norwegian.com/uk/customer-services/• British Airways:http://www.britishairways.com/en-gb/information/legal/website-terms-conditions• Thomson: http://www.thomson.co.uk/editorial/legal/• booking-terms-and-conditions.html• Flythomascook: www.flythomascook.com/TermsAndConditions.aspx• FlyBe: https://www.flybe.com/ticket-rules/conditions-of-carriage.htm• If the relevant airline is not listed here, please contact us in advance of booking to retrieve the airline terms and conditions. Flight extras We are not responsible for any extra charges relevant to flight bookings. It is your responsibility to check in online before the flight, make sure you have adequate baggage booked and comply with all other airline restrictions. Changes in price Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your holiday may change after you have booked. However there will be no change within 30 days of your departure. Should these price variations be downward then the price of your holiday will be accordingly reduced and any refund due paid to you. If the price variations mean that the cost of your holiday goes up, we will absorb (and therefore you will not be charged for) any increases up to 5% of your holiday price. You will only have to pay the amount over and above the 5% of your holiday price. Cancellation By you: If you decide to cancel the holiday and/or withdraw from any planned activities at your option, we shall be entitled to retain as much of the deposit or other payment as is needed to cover our reasonable costs and losses caused by your withdrawal. If the balance of the price of the holiday is not received by the due date, we reserve the right to cancel the booking and retain your deposit, plus any charges subject to the below schedule. Flights and Flight Extras – are non-refundable, from point of purchase. If you cancel, you will be required to pay the full cost of the flight plus flight extras, such as baggage. This is only relevant for flight inclusive package. The following schedule is for the initial package price without extras, flight or flight extras. Cancellation charge for Accommodation, Transfers, Ski Extras, Activities, & Holiday Package cost (hotel and transfers and lift pass) or (hotel and transfers) Time we receive your notice to cancel before departure.

Flights and flight extras – are non-refundable, from point of purchase. Days Charge More than 70 days 100% cost of the flight and any flight extras Less than 70 days 100% cost of the flight and any flight extras

Accommodation (excluding any dates of stays in part or full duration 23th Dec to 2nd Jan & 9th Feb to 29th Feb) Days Charge More than 70 days Free 50 to 69 5% or £50 whichever is the lesser amount 50-44 10% of the accommodation cost 43-30 20% of the accommodation cost 29-19 50% of the accommodation cost 18-11 75% of the accommodation cost Less than 11 days 100% of the accommodation cost

Accommodation including any dates of stays with in part or full duration 23th Dec to 2nd Jan & 9th Feb to 29th Feb) Days Charge More than 90 days Free 50 to 89 10% or £100 whichever is the lesser amount 50-44 20% of the accommodation cost 43-30 35% of the accommodation cost 29-19 50% of the accommodation cost 18-11 75% of the accommodation cost Less than 11 days 100% of the accommodation cost

Non – Refundable Accommodation Rates We offer certain accommodation on certain dates with a non refundable rate. The terms of the pre-paid non refundable accommodation bookings require full payment to be made at the time of booking. Payment will be processed and debited from the authorised credit card account. No refund will be offered for cancellations, no-shows and early departures. Changes or amendments to the reservation will be termed as cancellations and no refund will be offered. Days Charge From booking date 100% of the accommodation cost

Special Offer Packages & Tailor-made Packages which include Accommodation, Flights, Transfers and Ski Packs Days Charge From booking date Any Flight element of a package is non refundable from the point of purchase. All other elements of a package More than 80 days Free 51 to 79 10% or £100 whichever is the lesser amount 50-44 20% of the accommodation cost 43-30 35% of the accommodation cost 29-19 50% of the accommodation cost 18-11 75% of the accommodation cost Less than 11 days 100% of the accommodation cost

Transfers Days/ Hours Charge More than 7 days Free Up to 48 hours before the departure time 10% cost Between 48 and 2 hours before the departure time 20% cost Between 2 hours and the departure time 100% cost After the departure time 100% cost

Ski Extras Days Charge More than 21 days* Free 20-13 10% of the ski extras cost 12-8 20% of the ski extras cost Less than 8 days 100% of the ski extras cost *Please note private lessons are non refundable at Less than 21 days

Activities Days Charge More than 21 days Free 20-13 10% of the activity cost 12-4 20% of the activity cost Less than 4 days 100% of the activity cost

The combined cost of cancelling will be the sum of the above schedule plus the cost of flight plus flight extras. Alongside this, other extras booked are non transferrable. Please note that any deposit paid can contribute towards this. Failure to pay this charge will result in legal action. By us: We reserve the right to cancel your holiday in any circumstances. If we are unable to provide the booked holiday you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of closely similar standard and price (if available) or a choice of specified travel arrangement of a lower standard to the holiday booked together with a refund of the difference in price.? Non Refundable accommodation rate bookings Non – Refundable Accommodation Rates We offer certain accommodation on certain dates with a non refundable rate option. The terms of the pre-paid non refundable accommodation bookings require full payment to be made at the time of booking. Payment will be processed and debited from the authorised credit card account. No refund will be offered for cancellations, no-shows and early departures. Changes or amendments to the reservation will be termed as cancellations and no refund will be offered. Days Charge From booking date 100% of the accommodation cost Compensation You are entitled, if appropriate, to be compensated by us for the non-performance of our contract with you (i.e. if we cancel or make a significant change to your booking), except where: the package is cancelled because the number of persons who agreed to take it is less than the minimum number required, and you are informed of the cancellation in writing within the period indicated in the description of the package; or the package is cancelled by reason of unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided if all due care had been exercised an element of the package has been cancelled by an external company. This includes any festivals or events that make up the package. If any events run by external parties have been cancelled, for example a festival ticket or activity ticket, and we are unable to find suitable alternatives, you will be refunded for the cost of the festival or activity ticket at the price we purchase them for. We are not liable for the cancellation of any events that make up the package. You will not be refunded for your entire booking in this situation. Transfer Cancellation If your planned transfer has been cancelled by the operator and we are unable to find a suitable replacement, you will be refunded for that element of the package. This will be a maximum of £38.00 each way. In the event of missed connecting transfers caused by flight delays or otherwise, Andorra Travel Service will place you on to the next available transfer service of the type you have selected. Andorra Travel Service will not be responsible for any missed services, such as foregone hours of skiing, caused by such delays. Events beyond the parties' reasonable control If an unforeseen event which could not have been avoided if all due care had been exercised impedes implementation of the trip to a major extent, endangers it or interferes with it, then either party can terminate the contract. Where Andorra Travel Service is the party affected by such an event, Andorra Travel Service will provide Customers with prompt assistance and take the necessary measures to bring Customers back to the place where their package started. Any additional costs will be covered by Andorra Travel Service. Where Customers are the party affected by such an event, Andorra Travel Service will not be obliged to refund them any sum for services which have not yet been performed. Customers will also be responsible for paying any additional costs associated with getting back to the place where their package began. Our liability to you We promise that your holiday arrangements will be made, performed or provided with reasonable skill and care. This means that we will accept responsibility if, for example, you suffer death or personal injury or your contracted arrangements are not provided as promised or prove deficient as a result of the failure of us, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing your arrangements. Further, we will be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment or carrying out work we had asked them to do. Whether our suppliers have performed or provided their services with reasonable skill and care or not will be determined in accordance with local standards (i.e. the country’s standards where the services have been performed or provided) rather than UK standards. It is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. We will not be responsible for any injury, illness, death, loss (including loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following the act(s) and/or omission(s) of you or another member of your party; or the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised (including, without limitation, the circumstances outlined in the section entitled “Force Majeure” below); or an event which we or the supplier of services, even with all due care, could not foresee or forestall. We limit the maximum amount we may have to pay you for any claims you may make against us. The maximum amount we will have to pay you where we are found liable for loss of and/or damage to any luggage or personal possessions (including money) is £50 per person affected unless a lower limitation applies to your claim under this section. For all other claims which do not involve death or personal injury, the maximum amount we will have to pay you if we are found liable to you on any basis is three times the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday. If you have had the misfortune to suffer illness, personal injury or death, through misadventure, during your holiday arising out of an activity which does not form part of your contracted holiday arrangements with us, we will, in our reasonable discretion, offer to help where possible and appropriate, by for example: providing our general assistance; paying your initial legal costs where you take legal action against the third party responsible for the injury, illness or death as a result (as long as we have agreed to pay them before you incur those costs and you have asked for our help within 28 days of the accident). All assistance (financial or otherwise) is subject to a maximum total cost to us of £1,000 per booking. We will not provide help with legal costs if you have legal expenses cover under your holiday insurance policy or any other insurance policy on which you are entitled to rely. Also, if you successfully claim for these costs against a third party, we will require you to reimburse us for any costs we have paid for or to you up to the maximum amount of the costs you actually receive or are entitled to receive. Except where otherwise expressly stated in these terms and conditions, where any successful claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on or off the transport concerned) provided by any air, sea, rail, inland waterway or road carrier or any stay at an accommodation, the maximum amount of compensation paid to you will be limited. The maximum we, the carrier or accommodation provider (as applicable) will pay you for that claim or that part of a claim if we, the carrier or accommodation provider (as applicable) are found liable to you on any basis is the maximum which would be payable under the applicable International Convention or Regulation which applies to the travel arrangements in question in that situation. We may provide you with information (on our website, in our brochure and/or when you are on holiday) about excursions and activities which are available in the area you are visiting. If these excursions and activities are not purchased as a component part of your package holiday, we will have no involvement in these excursions or activities which are neither run, supervised nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent to us and do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such excursions or activities in any way. Except as set out below, we cannot accept any liability on any basis in relation to such excursions or activities and the acceptance of liability contained in this section will not apply to them. We cannot accept liability for the behaviour of others in your accommodation or flight, or for any facilities/services withdrawn as a result of their action. For the avoidance of doubt, nothing in this agreement shall limit or exclude our liability for death or personal injury resulting from our negligence, for fraud or fraudulent misrepresentation or for any other liability the exclusion or limitation of which is not permitted by English law. Your responsibilities and liability Please be aware that there may be some additional costs payable once in the resort in addition to the quoted price of your holiday. On check in guests may be asked to pay a damage deposit to the hotel or provide card details as to cover any potential damages that may be caused during the stay. This will be returned if no damage is caused. We want all our customers to have an enjoyable holiday. We ask you remember, however, that you are responsible for your actions and the effect they may have on others. If we, or another person in authority, believe: your actions could distress, upset, annoy or disturb other customers, our suppliers or our own staff, or put them in any risk or danger, or damage property; or you are unfit to travel; we may prevent you from continuing in the relevant activity and/or end your holiday and terminate your contract. You and your party will be prevented from using your booked accommodation, transport, and any other travel arrangements forming part of your booking. We will not be liable for any refund, compensation or any other costs you have to pay. Please bear in mind that you are responsible for your safety, and that you are responsible for the condition of the property you occupy. We are not responsible for any accidents which occur in or around swimming pools due to your inappropriate or irresponsible behaviour, or for any accidents which occur anywhere on properties because of any items or property which you have broken and/or have left in a way in which injury can result. We will hold you and the members of your party jointly and individually liable for any damage or loss caused during the trip as a result of your own actions or the actions of a member of your party (including without limitation damage to the accommodation, furniture, apparatus or other materials located within the accommodation and to any vehicles), together with any legal costs we incur in pursuing a claim. It is your duty to report any breakages, defects or damage to an appropriate person immediately and to pay the accommodation owner or manager or other supplier directly for any loss or damage to property. You are responsible for your own timekeeping. If you do not arrive to the hotel, bar, club, boat party, or bus, by the departure time, you forego the right to go on the excursion. If your behaviour or the behaviour of any members of your party causes any transport aircraft to be diverted we and/or the carrier will hold you and those members of your party jointly and individually liable for all costs incurred as a result of that diversion. We are providing tickets to the events and do not supply alcohol. All local laws relating to the consumption of alcohol must at all times be obeyed, including any age restrictions. We appreciate that you may consume alcohol during the holiday. You must, however, do so responsibly and we will have no liability to you for any injury, loss or damage you suffer as a result of your judgment being impaired wholly or partly by alcohol. You must be in a fit state to enter the bars and clubs that we go to. If not, we are not responsible if you fail to be granted entry. Under no circumstances is the use of illegal drugs tolerated. Anyone found to have taken, or be possessing, substances which are illegal in the host country, will no longer be a part of the trip. You must not smoke in a hotel bedroom, caravan or apartment, or in any way that could cause a fire hazard. Force Majeure Except where otherwise specified in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is affected by reason of circumstances amounting to Force Majeure. In these booking conditions “Force Majeure” means any event which we or the supplier of the services in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riots, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and similar events beyond our control. Data Protection By making a booking with us, you agree we may use and disclose the information you provide for the following purposes: to enable us to process your booking (which will include passing your information to third party suppliers, such as hoteliers and airlines, and may involve sending your information to countries that do not have an equal level of privacy legislation to that in the UK); for market research and analysis purposes; for improving customer service; for the detection and prevention of fraud or other crime (which may include providing your information to organisations such as banks and credit card companies); for compliance with legal requirements (which will include passing your information to public authorities such as customs and immigration) and, where you have provided consent, for marketing contact by means of post or telephone to provide you with offers and details of the products and services we offer. If you wish to opt out of receiving marketing communications from us or selected third parties, you can do this via our website, by telephone or by putting your request in writing to 30-34 Parliament Square, Hertford, Herts SG14 1EZ. Telephone calls to or from us may be recorded for training and quality purposes and/or for the purposes of preventing and/or detecting crime. If you have booked with us via our website, or if you have chosen for us to contact you by email, we will communicate with you using the email address you have provided to supply you with your travel documentation. We are entitled to assume that the e-mail address you have provided is correct and that you understand and accept the risks associated with using this form of communication. During your holiday you may be filmed for promotional or commercial purposes, by agreeing to these terms and conditions you consent to being photographed or recorded whilst on your trip. Complaints We trust that you will have a great holiday. In the unlikely event that you encounter problems during your holiday, please notify the relevant service provider immediately (e.g. the hotelier, event manager, etc). If they cannot help, please speak to one of our reps or resort managers who will take reasonable steps to sort the problem out. If you are still not satisfied on your return home, you must write to us at Andorra Travel Service, El Feixa de Peretol, Plaça del Piol, Soldeu, Canillo, Andorra within 28 days of returning from your holiday to allow your complaint to be investigated properly. Please write your holiday reference number on your letter, and include your daytime and evening telephone numbers. You should ensure that you have given us the opportunity to resolve any problem locally by reporting it to the supplier or to our members of staff whilst in resort, otherwise we may not be able to deal positively with any complaint on your return.

0330 043 2134 | [email protected]

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Our Covid-19 Cancelation policy

In Andorra, we are in close, constant contact with ski stations, hoteliers, transport companies and authorities to provide up to date information.

Our booking, cancellation and refund policy has been made flexible to give you peace of mind when you book with Andorra Travel Service.

A full refund if you have to cancel your booking due to the following circumstances:

1, You are unable to leave your country or reach Andorra due to Covid-19 government travel restrictions.

2, The ski resort is closed due to Covid-19

Group Bookings | A group booking is 5+ rooms. Group bookings have different cancellation conditions which will be clearly stated at the time of booking

Please note - No refund is due if Government advice changes to vaccinated status requirements, or any testing requirements introduced before or during your holiday.

Please ensure you have adequate insurance cover for any eventuality outside of these circumstances.

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Please note – No refund is due if Government advice changes to vaccinated status requirements, or any testing requirements introduced before or during your holiday.

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