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Terms and Conditions
Villastogo.com and Chaletstogo.com are operated by TGG Travel Limited, registered in the United Kingdom company registration no. 07060437.
TGG Travel Limited is primarily an online accommodation letting agency acting as a disclosed agent on behalf of each property owner or property management company. In order to help assist our website visitors with other related services we also act as a disclosed agent for car hire companies, insurance providers and other travel related services. In the case of all accommodation bookings all owners and property management companies have agreed to the standard agency terms as detailed below, for all other services you will receive the suppliers own booking terms and conditions when you make the booking.
These Terms and Conditions (these “Terms”) together with the information contained on the Villastogo.com and Chaletstogo.com websites (the “Website”) (including terms shown on the property description, calendar, FAQ or in general information pages) form the basis of your contract with your Supplier. Please read them carefully as they set out the respective rights and obligations of all parties.
In these Terms, “Party leader”, “you” and “your” means the first named person on the booking; “we”, “us”, “ourselves”, “Villastogo.com”, “Chaletstogo.com” and “Website” means TGG Travel Ltd. and “Supplier” means the supplier of your chosen accommodation or travel related service whether it be the local agent or the accommodation owner.
Access to the Website and all bookings are subject to these Terms.
- Acceptance of Terms
- Ownership of all materials on the Website
- Your accommodation booking
- Accommodation price and price guarantee
- Website accuracy
- Your holiday accommodation
- Breakage and Accidental Damage
- Special Requests and Medical Problems
- Changes by you
- Cancellations by you
- Changes or Cancellations by the Supplier
- Our Liability to you
- Force majeure
- Financial Protection
- Data Protection Policy
- Passports, Visas and Health
- Law and Jurisdiction
- Other matters
1. Acceptance of Terms
- 1.1 When you access this Website or use any service offered by us on it ("the Service") you will be subject to these Terms. They apply to you and, if you use this Website for commercial reasons, they will also apply to the company or organisation for whom you work. Please read these Terms before using this Website.
- 1.2 By using this Website you signify your acceptance of these Terms in return for which we grant you access to the Service. If at any time you do not wish to accept these Terms then you should not use this Website.
- 1.3 From time to time we may change these Terms. Accordingly, please continue to review these Terms whenever accessing or using this Website. If we change these Terms then we will endeavour to post a notice on this Website drawing the changes to your attention.
- 1.4 We reserve the right at any time and from time to time to modify or discontinue, temporarily or permanently, the Service (or any part thereof) with or without notice. You agree that we shall not be liable to you or to any third party for any modification, suspension or discontinuance of the Service.
2. Ownership of all materials on the Website
- 2.1 We are the owner of all copyright, design, graphical and text arrangements, database rights and other intellectual property rights that exist in the content of the Website unless otherwise stated. The Website is intended for non-commercial personal use only. You may not commercially exploit, publish, distribute, extract, re-utilise or reproduce any part of the Website in any material form (including photocopying or storing it in any medium by electronic means) or use it in any other way other than in accordance with the limited use licence set out in our copyright notice.
- 2.2 Interference or entry to the Website with intent to corrupt, damage or deny service from the Website or for other commercial benefit shall be taken seriously and we shall take such action as is necessary to protect the Website from any such activities to protect our intellectual property rights. You acknowledge that damages may not be an adequate remedy for any infringement of such rights by you and that we are entitled to the remedies of injunction, specific performance, orders to deliver up infringing copies and any other statutory or equitable relief for any threatened or actual infringement and that no proof of special damages is necessary for reliance on such remedies.
3. Your accommodation booking
- 3.1. To make a booking you (the Party leader) need to complete a booking form online or make a booking by telephone. The Party leader must be at least 18 years old and authorized to make the booking on the basis of these Terms by all persons named on the booking, including those substituted or added by an agreed amendment of the booking. All correspondence and documents are sent to the Party leader who is responsible for making all payments in respect of the booking and for ensuring that members of the party are kept informed of details affecting their arrangements.
- 3.2. On receipt of your booking we will send the email confirmation of your booking to you. A binding contract between you (the Party leader) and the supplier will come into existence when you have paid a deposit (or full payment if booking within 16 weeks of departure) and we confirm your booking via email.
- 3.3. Accommodation is reserved only for the use of persons named on the confirmation of your booking so please check the confirmation and any other documents carefully, and notify us immediately if any detail is not correct. Bookings may not be assigned or passengers substituted except in accordance with these Terms.
- 4.1. The Party Leader is responsible for payment of the full accommodation price shown on the confirmation of booking.
- 4.2. In order to confirm your stay, a deposit of 35% (or full payment if booking within 16 weeks of departure) must be paid at the time of booking. This deposit is not refundable in the event of your cancellation or failure to pay on time as set out below.
- 4.3. The balance of the cost of your stay must be received not less than 16 weeks prior to departure (or at the time of booking if this date has passed). This date will be shown on the confirmation of booking. You will be sent email reminders as this deadline approaches along with various options to pay. If you have not paid in full and on time We (on behalf of your Supplier) reserve the right to treat your booking as cancelled by you, retain any deposits held and require you to pay the cancellation charges as specified in clauses 11.1.-11.3.
- 4.4. In the event that a booking qualifies for a “low deposit offer”, a low deposit may be taken at the time of the booking equal to only 10% of the value of the booking. A deposit top-up amount will be required at a later date (as set out in the terms of the particular low deposit offer). The top-up of 25% of the value of the booking will bring the full deposit paid equal to our standard deposit of 35%. The balance of the cost of your stay will then be taken as specified in 4.3. Also see related cancellation policy specified in clause 11.4.
5. Accommodation price and price guarantee
- 5.1. We reserve the right to make changes to (including increasing or decreasing) and correct errors in advertised prices at any time before your accommodation is confirmed. We will advise you of any error of which we are aware and of the then applicable price at the time of booking.
- 5.2. The price of your chosen accommodation will be confirmed at the time of booking. Whatever happens, the price of your accommodation plus applicable supplements as prevailing at the time you book and pay your deposit, subject only to the correction of errors, will be guaranteed against any increase. This guarantee is subject to the conditions of payments being adhered to as set out in clauses 4.1.-4.3..
- 5.3. Costs of linen hire, house towels, maintenance, utilities and end of stay cleaning are included in the price of your accommodation unless indicated otherwise on the property description. Compulsory local taxes (e.g. the 'taxe de sejour') and damage deposit are not included in the price of your accommodation and should be paid locally on arrival.
6. Website accuracy
- 6.1. We take every care to ensure the accuracy of our descriptions, which are as detailed as possible. All information is given in good faith and believed correct at the time of publishing. There may be small differences between the actual properties/other services and its/their description, as we, and our Suppliers are always seeking to improve services and facilities. Occasionally, problems mean that some facilities or services become unavailable or subject to restriction. If this happens, we will tell the Party leader as soon as reasonably practical after we become aware of the situation.
- 6.2. Neither we nor the Supplier can accept responsibility for any changes or closures to the area, amenities, local services, or attractions mentioned on our website. We cannot accept responsibility for any inaccurate, incomplete or misleading information about any property or its facilities and/or services or any advertised travel and other services, except where any such information has arisen out of our negligence.
- 6.3. Photographs of rooms in chalet / apartment complexes represent the type of accommodation available but please note that the apartment allocated to your booking may differ in some respects as room sizes, furnishings and décor may vary.
- 6.4. With reference to the Chaletstogo properties, where a property is described as being 'ski in, ski out' or having 'doorstep skiing', this is subject to snow conditions in the resort at the time of your stay and also on each individual skier's ability. Where a resort is described as being 'snowsure' or having a 'good snow record', this is based on previous seasons' data and we are unable to guarantee future snow conditions. Our 'ratings' for each resort are subjective and therefore offered as guidance only to help you choose a suitable holiday destination.
7. Your holiday accommodation
- 7.1. You accommodation is reserved exclusively for the people named on the confirmation of booking and no other persons whatsoever are permitted to stay there unless this has been agreed by the Supplier, confirmed by us in writing and any additional payments made.
- 7.2. You may arrive at your accommodation on the day of your arrival after 4.00pm (5.00pm in mainland France); however if you expect to arrive after 7.00pm please advise us so that arrangements can be made with the local key holder – in some instances there may be a charge for late arrivals or you may have to make your own arrangements to overnight elsewhere at your own cost.
- 7.3. You must vacate the property during the morning on the day of departure to enable cleaning and preparation to be completed prior to the arrival of new guests. This is normally 10.00 am but the exact timing will be shown on your confirmation of booking.
- 7.4. Additional optional facilities are available at some properties, e.g. satellite or cable TV, pool heating, telephone etc, and for which a supplement may be payable.
- 7.5. Local communities expect certain standards of behaviour; all guests are required to observe them.
8. Breakage and Accidental Damage
- 8.1. You are responsible to ensure that any property provided is left upon departure in the same condition of repair as upon arrival. Thus your accept responsibility for any breakages, loss or damage of any item at the property or of the property itself during your stay. Should you or any member of your party be responsible for any breakages, loss or damage of any item at the property or of the property itself during your stay, a charge will be made locally or after you leave the property to cover the cost of replacement or repair.
- 8.2. To cover accidental damage and breakages to the property, furniture or crockery up to the value of £100 per person a £12.00 non-refundable Accidental Damage Waiver is payable per person on all properties. This payment does not cover additional costs such as extra cleaning or damage caused by wilful or negligent behaviour.
- 8.3. On the day of your arrival you might be required by your Supplier to pay a damage deposit in addition to the Accidental Damage Waiver. Please note that damage deposit might require an imprint of your credit card to be taken locally on arrival for security reasons. This deposit covers any damage, not covered by the Accidental Damage Waiver. It will be returned to you on the day of your departure, less the cost of any damages/breakages, etc.
9. Special Requests and Medical Problems
- 9.1. Special requests are also often made to us. Where requested in advance and in writing, we will pass them on to the supplier who will endeavour to provide the additional service(s) or special request(s) where possible but we regret these can not be guaranteed. Failure to make provision of such service will not be a breach of this contract on our part and the accommodation supplier’s maximum liability will be a refund of any supplement paid.
- 9.2. If you or any member of your party has any medical problem or disability that may affect your stay, please tell us before you confirm your booking so that we can advise the supplier and seek guidance as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If the supplier reasonably feels unable to properly accommodate the particular needs of the person concerned, they reserve the right to decline your reservation or, if full details are not given at the time of booking, cancel when they become aware of these details.
10. Changes by you
- 10.1. If you need to make any changes to your confirmed booking, you must notify us in writing as soon as possible and we will pass them onto the Supplier. Whilst the Supplier will endeavour to assist, we cannot guarantee that they will be able to meet any such requests. Where these change requests can be met, an amendment fee of £20 per person may be payable together with any costs imposed by the supplier.
11. Cancellations by you
- 11.1. If you or any member of your party cancels the booking or part of it, this must be done in writing by recorded delivery or fax and signed by the Party leader. Cancellation will become effective from the date it is received in writing at our office. All cancellations are subject to a charge payable by you. This is expressed below as a percentage of the total price.
- 11.2. Amendment charges are not refundable in the event of cancellation.
- 11.3. Cancellation due to most reasons genuinely beyond your control (except disinclination to travel or financial reasons) is usually covered by a travel insurance policy and it is a condition of booking that this is taken out.
- 11.4. In the event of cancellation of a holiday booked under a “low deposit offer”, any outstanding deposit amount up to the value of our standard deposit (35%) must be paid. TGG Travel Ltd will reserve the right to collect the deposit top-up by way of an authorised credit card mandate, if it has not already been collected, at the time of cancellation.
|Cancellation received||Cancellation Charge|
|More than 98 days||35%|
|97 to 70 days||45%|
|69 to 42 days||50%|
|41 to 28 days||60%|
|27 to 14 days||75%|
|13 to 0 days||100%|
12. Changes or Cancellations by the Supplier
- 12.1. Occasionally your Supplier may have to make changes and correct errors to the website description and other details both before and after bookings have been confirmed, and cancel bookings. Whilst they will always endeavour to avoid changes and cancellations they must reserve the right to do so and will offer you an alternative accommodation where possible. If your Supplier alters or cancels your booking we will advise you as soon as possible but we regret that we cannot pay expenses, costs or losses incurred by you as a result of any change or cancellation. Any refunds or compensation will be solely at the discretion of the supplier.
- 13.1. Please note that many of our properties are private dwellings rather than an official tourist structure such as a hotel or residence. Being such, there are no standards or categories that are internationally recognized; indeed its size, shape, architecture and furnishings are likely to reflect the local traditions and/or personal taste of the owner. You should consider that such accommodation as is featured on our site offers the chance to experience the culture of a chosen area, living for a few weeks in the same surroundings as an inhabitant would. For such reasons, any minor inconveniences that may be caused by the individual nature of such properties and their surroundings cannot be accepted as complaints.
- 13.2. We would hope that you will not be dissatisfied with any aspect of your accommodation. However in the event that you are dissatisfied, you must follow our procedure:
- i. Should any problem(s) relating to the accommodation be discovered upon arrival, the Customer must report the cause to the key holder or local agent or Supplier (“contact person”) to allow them to rectify the problem.
- ii. Once the contact person has been notified, and until the problem(s) are resolved, the Customer must remain available by telephone.
- iii. The Customer must allow adequate time for the problem(s) to be resolved, access to the accommodation by the contact person, and if necessary, accept an alternative property.
13.3. A refund in full or in part of the net rental amount will NOT be offered under the following circumstances:
- i. In the event that the Customer vacates the property prior to notifying the designated contact person of the problem(s);
- ii. In the event that the Customer vacates the property before the contact person has offered a solution to the problem(s);
- iii. the event that the Customer is unreachable by telephone following notification of the problem(s);
- iv. the event that the Customer issues a complaint following the rental period.
14. Our Liability to you
- 14.1. For the avoidance of doubt your booking is directly with the accommodation supplier. We act only as an agent for the suppliers and therefore accept no liability in relation to the accommodation itself or for the acts or omissions of the Owner or for any death, personal injury, consequential loss or damage of whatever kind, unless caused by our own negligence. Any matters or disputes concerning our agency responsibility are governed by English law and you agree to submit to the exclusive jurisdiction of the courts of England and Wales.
- 14.2. In all cases the absolute maximum liability of TGG Travel Ltd is the total price paid by you, the Party leader, for the specific booking related to any given complaint.
15. Force majeure
- 15.1. Except where otherwise expressly stated in these booking conditions, neither we nor the Supplier can accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by ‘force majeure’. In these Terms ‘force majeure’ means any event which we or the Supplier of the service(s) in question could not, even with due care, foresee or avoid. Such events may include, but are not limited to, war, threat of war, civil commotion or strife, hostilities, strikes or other industrial dispute, natural disaster, fire, acts of God, terrorist activities, technical problems with transportation, closures of ports and ferries, quarantine, epidemics, weather conditions, government action or other events outside our control. Travel insurance provides cover in respect of some of these events.
16. Financial Protection
- 16.1. In order to provide you with financial security and peace of mind all TGG Travel Ltd accommodation bookings made on or after 13 November 2008 include free Supplier Failure Insurance (“SFI”). SFI is a new type of insurance created with independent holidaymakers in mind designed to protect you in the event that any one of your holiday accommodation suppliers should fail and were not covered by credit card protection, trade bodies such as ATOL or any other financial protection. For further information on Supplier Failure Insurance please click on this link for Financial Protection FAQ's.
17. Data Protection Policy
- 17.1. In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information you provide such as name, address and special needs/dietary requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass on the information to the relevant Suppliers of services. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. We will not pass on any information to persons not part of your travel arrangements. This applies to any sensitive information that you give us such as details of any disabilities or dietary/religious requirements.
- 17.2. If we cannot pass this information to the relevant Suppliers, we cannot provide your booking. In making this booking, you consent to this information being passed onto the relevant persons. Your data controller is TGG Travel Limited. We will hold your information where collected by us, and may use it to inform you of offers in the future or to send correspondence.
18. Passports, Visas and Health
- 18.1. It is your responsibility to be in possession of a valid passport and any necessary visas or health documents. Minors travelling alone or with someone other than their parent or guardian may need signed authorisation to leave or enter a country in addition to their passport or identity document. We cannot accept liability or consider refunds for clients who cannot travel because of incomplete or incorrect documentation.
- 18.2. Requirements can change and it is your responsibility to ensure that you comply with applicable passport, visa and health requirements and take all necessary documents in order to gain access to any country or region to which travel arrangements are made. If you fail to do so, you will be solely responsible for any cost, loss or damage which you, or we, incur as a result of your failure. For regular updates on visa requirements or any safety advice for British Citizens planning to travel overseas, see the Foreign Commonwealth Office (FCO) website: www.fco-gov.uk. You should contact the FCO before making a final decision regarding your destination.
19. Law and Jurisdiction
- 19.1. It is agreed that any dispute, claim or other matter which may arise in relation to your booking will be governed by English Law and the parties agree to submit to the exclusive jurisdiction of the Courts of England and Wales.
20. Other matters
- 20.1. It is a condition of booking that all persons have Travel Insurance. This will usually cover the costs incurred through the inability to travel through the illness or death of yourself or a close relative, loss of baggage, repatriation in the event of illness and also other benefits. It is a requirement that the costs arisen from these conditions and the costs of repatriation are covered by the insurance. Your policy should include winter sports cover if applicable.