General Conditions of Use

Registered office: 16 rue de Sébastopol, 31000 TOULOUSE, France
SAS with a capital of €7,500,719.70
RCS No. 380 373 480 - Toulouse
Intracommunity VAT: FR36 380 373 480
Contact: reservation@altiservice.com
Register of travel and holiday operators: IM01140009
HISCOX RC insurer No. HA PRC0104826

Altiservice connects users (hereinafter referred to as "User(s)") with Merchants who sell their services through its Marketplace.
These General Conditions of Use (hereinafter referred to as "GCU") govern the relationship between ALTISERVICE and all Users of the Marketplace. The conditions of use for the Marketplace are accessible via the URL: https://font-romeu-pyrenees-2000.altiservice.com (hereinafter referred to as the "Site").

The general terms and conditions of sale of the Merchants (hereinafter referred to as "GTCS") apply in addition to the GCU and may be consulted directly on the Merchant's respective site.

When the User orders a ski pass, he/she becomes the Customer (hereinafter referred to as the "Customer") as defined by Article L212-2 II of the French Tourism Code, and must read and accept these General Terms and Conditions of Use as well as the General Terms and Conditions of Sale (hereinafter referred to as "GTCS") of the selected Merchants without reservation or prejudice to the usual means of recourse. Acceptance is evidenced by ticking the appropriate box.

 
In the event of any contradiction between the GCU and the Merchant's GTCS, the GCU shall prevail.

The GCU may be amended in the future; in such cases, the version applicable to the User will be that in force on the Website on the date the order is placed.

No provision contrary to these Terms and Conditions may be invoked against Altiservice unless expressly accepted in advance by Altiservice.

ARTICLE 2: OFFER OF SERVICES

The Marketplace, accessible via the URL indicated in the previous article, brings together various commercial offers from service providers (hereinafter referred to as "Merchants") located near Font-Romeu Pyrénées 2000 to provide Users with a wide range of choices and improve the scope of services offered.

Among these offers, Users may find, though this list is not exhaustive:

• Purchase of ski passes
• Accommodation
• Equipment rental
• Booking ski lessons
• Activities and various services

Users can reserve one or more offers. The offers listed on the Marketplace are marketed by professional or non-professional Merchants in the field of accommodation. It is the User's responsibility to gather information about the products and rates offered and to select the most advantageous options. Altiservice cannot be held responsible for the User's choice.

ARTICLE 3: RESERVATION AND ONLINE ORDER

The User selects the product(s) marketed by Altiservice and/or the Merchants via the Site: https://font-romeu-pyrenees-2000.altiservice.com, filling their electronic basket by selecting the date of stay and the desired commercial offer(s).

The registration of the basket requires the identification of the User through various information, such as surname, first name, date of birth, and email address.

3.2 ORDERING

Before placing an order, the Customer undertakes to check and modify their basket if it does not meet their requirements.

Placing an order implies the Customer's knowledge and acceptance of these GCU and, where applicable, of the Merchants' GCS. If the Customer does not accept these terms, the order cannot be processed.

The online ordering procedure is reserved for Users who are at least 18 years old and possess the legal capacity to contract.

In the case of a group order (i.e., an order for more than two people), the User must have consent from all individuals for whom services are reserved via the Site, along with authorization from the parents of all minors participating.

The User guarantees the accuracy of the information provided.

3.3 PAYMENT

A summary of the ordered offers is displayed, specifying the total amount of the order in euros, including VAT.

The prices of commercial offers are set freely by the Merchants. Prices are expressed in euros and include VAT. They are subject to change and are applicable to the Site User from the time they are published online. The applicable price is that in force on the day the order is placed.

To finalize the order, the User must accept these GCU and, where applicable, the Merchants' GCS before proceeding to payment by selecting the payment method.

The User can find the history of their orders in the "My Account" tab.

3.4 PAYMENT METHODS

Confirmation of an order on the Website entails payment in accordance with the methods specified by the concerned Merchant(s), online, particularly by bank card (Visa, MasterCard, E-carte bleue).

Online payment is processed through a payment service provider, an electronic money institution authorized in France and supervised by the ACPR (Autorité de Contrôle Prudentiel et de Résolution).

Orders placed online are confirmed via email, as indicated in the previous article, once the User's bank has given its consent. If the User's bank refuses to authorize the debit from their account, the order will be canceled.

Upon receipt of payment authorization and the order, the User will receive an order confirmation via email from each Merchant with whom they booked a service, at the address provided during account creation on the Site. The sale will not be considered final until this order acceptance confirmation has been sent.

Once payment is made, the order can no longer be modified.

Altiservice cannot be held liable for any malfunctions of the online payment service.

3.5 RIGHT OF WITHDRAWAL

Pursuant to Article L221-28 of the French Consumer Code, the services marketed on the Site are not subject to the right of withdrawal provided for in Articles L221-18 et seq. of the French Consumer Code concerning distance selling, and therefore cannot be reimbursed or canceled once the purchase has been made.

3.6. CANCELLATION AT THE INITIATIVE OF THE CUSTOMER, THE MERCHANT OR ALTISERVICE

The services ordered on the Site are exclusively subject to the cancellation and modification conditions set out in the specific service conditions of each Merchant available on the site: https://font-romeu-pyrenees-2000.altiservice.com.

3.7 INSURANCE

The purchase of an insurance policy is optional but entails an obligation for the Customer to pay the amount at the time of payment. Two types of insurance are offered: cancellation insurance for all purchases made on the Site and ski insurance offered solely for the purchase of ski passes. The guarantees can be consulted directly via the URL: https://font-romeu-pyrenees-2000.altiservice.com/infos-station/assurances/. Altiservice cannot be held responsible for the Customer's choice.

ARTICLE 4: LIABILITY

In accordance with Article L211-1 of the French Tourism Code, Altiservice is fully responsible for the execution of the services contracted under this agreement.

Altiservice may be relieved of all or part of its liability by demonstrating that the damage is attributable either to the Customer and the persons traveling with them (hereinafter referred to as the "Traveler"), or to a third party not involved in providing the travel services included in the contract, or to unavoidable exceptional circumstances.

Unavoidable exceptional circumstances are situations beyond the control of Altiservice and the Traveler, the consequences of which could not have been avoided even if all reasonable measures had been taken. Altiservice and the Merchant are responsible for the proper execution of all travel services included in the contract.

ARTICLE 5: COMPLAINTS

In the event of a complaint, the Customer may contact in writing:

• 1st level: The Merchant, providing their contact details (surname, first name, address, and booking reference). Requests are processed within 30 days.
• 2nd level: If dissatisfied or if there is no response within 30 days of the initial request, the Customer may contact Altiservice in writing at: reservation@altiservice.com, specifying their contact details (surname, first name, address, booking references, and history of exchanges with the Merchant). Requests are processed within 30 days.
• 3rd level: If the response does not meet the Customer's expectations, they may lodge an appeal with the Tourism Mediation officer. To contact the Mediation officer, the Customer must first have utilized the first two levels described above (Merchant then Altiservice) and be dissatisfied with the proposed solution. Access to the Mediation officer is free of charge. The Mediation officer is independent and impartial and has been included on the list of consumer mediators by the Commission d'Evaluation et de Contrôle de la Médiation de la Consommation, which has notified the European Commission. Communication must be made in writing: via the Internet: https://www.mtv.travel/saisir-le-mediateur/ or by letter: MTV

ARTICLE 6 : ASSISTANCE

In the event that the Customer encounters difficulties, Altiservice will provide appropriate assistance as soon as possible, considering the circumstances. Altiservice reserves the right to charge the Customer a reasonable fee for this assistance if the difficulty arises from the Traveler's intentional actions or negligence.

ARTICLE 7: PROTECTION OF PERSONAL DATA

Within the scope of its activities, Altiservice and each Merchant act as data processors.

Altiservice and the Merchants are committed to complying with Regulation (EU) 2016/679 and Regulation (EU) 2018/1725. They are individually responsible for the processing of data collected directly by each entity. The terms and conditions regarding the protection of personal data for each Merchant are detailed in the respective Merchant's General Terms and Conditions (GTCs) and can be consulted on the Site.

Altiservice processes data in accordance with the following provisions:

• Purpose of Processing: Sale of ski lift passes and, where applicable, the sending of promotional offers to Customers or Users.
• Duration of Processing: For the duration necessary to achieve the purposes, in accordance with the applicable statute of limitations.
• Nature of Operations: Collection, organization, storage, consultation, deletion, etc.
• Categories of Persons Concerned by This Processing: Customers
• Categories of Personal Data Likely to be Processed by Altiservice: Customer civility, address, and connection data of Customers visiting the altiservice.com website.

In general, Altiservice and the Merchants are required to:

• Implement technical and organizational measures to ensure data security, including limiting access to collected data to authorized personnel, protecting data during storage, and enabling data portability and deletion.
• Respond jointly to requests from data subjects. They are required to forward any such requests to the Customer without delay. The Customer has the right to oppose, access, rectify, and port their data in order to maintain control over it. Any request to exercise these rights should be sent to Altiservice at the following email address: dpo@altiservice.com, as well as to the selected Merchant.
• Promptly cooperate in the event of a data breach, providing assistance to the data controller for compliance purposes.
• Not subcontract data processing operations.
• Not transfer said data to a third country without the data controller's consent.
• Delete personal data processed on behalf of the data controller at the end of the contract and provide certification of this.

ARTICLE 8: ASSIGNMENT OF THE CONTRACT

The Customer may assign the contract, provided it has not yet taken effect, to any person who meets the same conditions as them for the holiday.

The assignment may only be made on the condition that Altiservice is informed by any means that allows for acknowledgment of receipt to be obtained, no later than seven days before the start of the services.

The Customer and the person to whom the Contract has been assigned are jointly and severally liable for any outstanding payment, as well as any fees, charges, or additional costs incurred due to this assignment.

This Article does not apply to:

• Ski lift passes, including instances where a furnished rental is ordered for the same holiday,
• Cases where the Customer rents furnished accommodation without ordering any other service for the same holiday.

ARTICLE 9: REMINDER OF THE CUSTOMER'S RIGHTS

The Customer's rights when ordering multiple Services, including the rental of accommodation for at least one night for the same holiday, are summarized below:

The combination of travel services offered to the Customer by Altiservice constitutes a ski pass as defined by Directive (EU) 2015/2302 and Article L. 211-2 II of the French Tourism Code. Therefore, the Customer benefits from all rights granted by the European Union applicable to packages, as transposed into the French Tourism Code. Altiservice is entirely responsible for the proper execution of the ski pass as a whole.

Altiservice has measures in place to refund the Customer's payments and, if transport is included in the ski pass, to ensure repatriation in the event of insolvency.

Essential rights under Directive (EU) 2015/2302, as transposed into the French Tourism Code:

• Travelers will receive all essential information about the ski pass before concluding the ski pass travel contract.
• Both the organiser and the retailer are responsible for the proper execution of all travel services included in the contract.
• Travelers are provided with an emergency telephone number or contact details to reach the organizer or retailer.
• Passengers may transfer their ski pass to another person, subject to reasonable notice and, where applicable, the payment of additional charges.
• The price of the ski pass may only be increased if specific costs (e.g., fuel prices) rise and this possibility is explicitly stated in the contract. The price cannot be changed less than twenty days before the start of the ski pass. If the price increase exceeds 8% of the ski pass price, the traveler may cancel the contract. If the organizer reserves the right to increase the price, the traveler is entitled to a price reduction in case of corresponding cost decreases.
• Passengers may cancel the contract without paying cancellation fees and receive a full refund if any essential elements of the ski pass, other than the price, undergo significant changes. If the professional responsible for the pass cancels it before the start of the ski pass, travelers may obtain a refund and compensation, if applicable.
• Travelers may cancel the contract without penalty before the start of the ski pass in exceptional circumstances, such as serious safety issues at the destination likely to affect the ski pass.
• Travelers may also cancel the contract at any time before the start of the ski pass, subject to a reasonable and justifiable cancellation fee.
• If, after the start of the ski pass, important elements cannot be provided as planned, travelers must be offered alternative services at no extra cost. Passengers may cancel the contract without penalty if services are not performed according to the contract and the ski pass is significantly disrupted, and the organizer fails to rectify the issue.
• Travelers are also entitled to a price reduction and/or compensation in the event of non-performance or poor performance of travel services.
• The organiser or retailer must provide assistance if the traveler encounters difficulties.
• If the organiser or retailer becomes insolvent, any amounts paid will be refunded. If they become insolvent after the start of the ski pass and transport is included, repatriation of travelers is guaranteed. Altiservice has taken out insolvency protection with Groupama, n°4000715258, +33(0)1 70 96 63 40, 3 Place Marcel Paul, 92000 NANTERRE.

Directive (EU) 2015/2302, as transposed into French law, can be consulted at https://www.legifrance.gouv.fr.

In cases where the Customer rents seasonal furnished accommodation without ordering any other service for the same stay, they do not benefit from the ski pass protection provided by the French Tourism Code. However, Altiservice, or the relevant Merchant, is responsible for the proper execution of the Service.

ARTICLE 10: NULLITY

If any provision of these GCU is found to be null and void under applicable law or a final court ruling, it shall be deemed unwritten without affecting the validity of the remaining provisions of these GCU.

ARTICLE 11: APPLICABLE LAW

The GCU and any operations arising from them are governed by and subject to French law. In the event of a dispute, only the French text shall be deemed authentic.

ARTICLE 12: DISPUTES

12.1 ACCESS TO THE COURTS
In the absence of an amicable settlement as outlined in Article 5, any disputes will be submitted to the competent courts of Toulouse.

12.2 MANDATORY PRE-CONTRACTUAL INFORMATION
The User acknowledges having been informed, prior to placing the order, in a clear and comprehensible manner, of these GCU and all information listed in Article L. 111-1 et seq. of the French Consumer Code, including:

• The essential characteristics of the service;
• The price of the service and any ancillary costs;
• The methods of classifying and referencing the commercial offers proposed on the Site;
• The terms of payment;
• If the contract is not to be performed immediately, the date or deadline by which the Merchant commits to perform the service;
• Where applicable, information regarding legal guarantees, functionalities of digital content, and procedures for implementing guarantees and other contractual conditions;
• Information regarding the identity of the Merchant will be communicated before the order is placed. The Merchant's postal and electronic contact details will be provided in the order confirmation;
• The possibility of recourse to a mediator in case of a dispute.