Terms & Conditions – Andorra Mountain Collective

Terms and Conditions:

Legal Notice – Ownership of the website

The ownership of this website and subsequent web pages of www.andorramountaincollective.com is Taronja Montanya SLU (hereafter TM), a company registered with the Register of Companies of the M.I. Government of Andorra 926593 with tax company number NRT L-711823-C, Registered Address: Edifici La Solana, Escala B, Mas de Ribafeta, Arinsal, La Massana, Principality of Andorra are using the trading name Andorra Mountain Collective (hereafter AMC) for the Agencies de Viatges division of TM. AMC act only as an agent in respect of all bookings/arrangements we take and/or make on your behalf in accordance with the relevant suppliers.

If you wish to contact us please use the relevant contact form on the website or the above previously mentioned address.
Use of our website makes and considers you as the active user of the website, whereby from when you access this website, you agree to full acceptance of the terms and conditions, booking conditions, GDPR, cookies policy and privacy policy laid out in this legal notice (hereafter Terms and Conditions).

We expect all users of our website to uphold any current legislation and to use good faith without contravening any national laws.
TM reserve the right to modify the website and any Terms of Conditions without any prior knowledge and shall be enforced with immediate effect.
Information concerning contents, Industrial, Intellectual Property
All pictures, videos, website design and contents (including Text) are the sole property of TM, it is forbidden to use of any of the mentioned without prior consent from TM.

It is forbidden to copy, change, distribute, make publicly available or to provide any links or any manipulation to the website without prior consent from TM.
All brands and commercial signs shown within the Website have had prior approval from the distributor and all fall under Intellectual Property of TM. It’s forbidden to use these without written authorisation from TM.
If any website user feels that any third parties are in breach of brand, picture, signs or text, TM must be notified immediately via the Contact Us on the website.
TM reserve the right to bring appropriate legal action to any user who infringes information appertaining to the contents, Industrial and Intellectual Property section.

Loss of Content/Information due to Technical Loss/Problems

TM accepts no acceptance of loss of information or content due to technical loss or problems at the server provider or the users terminal of connection.
TM do not accept any responsibility for loss of internet or interruptions to the website.
TM cannot guarantee the services outside the website or that if these services are virus free, TM endeavour to provide a secure website free of virus, trojans or any other damaging situations whilst TM are doing the upmost to avoid these incidences users can use third party protection to scan any details sent to the user prior to opening them.

Booking Policy:

AMC act as a third party agent and accept no liability in relation to any contract you enter into or for any travel arrangements or other services/arrangements you make and/or purchase. When making a booking/arrangement with AMC, the first named person on the booking agrees on behalf of all persons detailed on the booking that;
You “the lead name and guest” have read the Agency the Legal Notice and all Terms and Conditions of the company TM; you have the agreeance from other members of your travelling party and agree to be bound by them once a booking/arrangement has been made. You “the lead name and guest” on any booking/arrangement will be held financially liable for any payments on behalf of all travelling party members detailed on the booking/arrangement you have asked us to make.
You “the lead name and guest” are over the age of 18 years old; agree that all party members travelling on your booking/arrangement have given us their correct date of birth for the day of travel. This is to ensure correct prices have been applied and paid in accordance to age related products. Any dates of birth given to us that are incorrect at the time of travel (in accordance with age related products), you will be asked to pay any outstanding fees incurred due to insufficient payments made for said booking/arrangement. The supplier/s for your booking/arrangement will be within their rights to cancel any element of your booking/arrangement until any outstanding costs are paid to AMC, on behalf of said supplier.

You “the lead name and guest” will enter into a contract with one or more supplier/s for your booking/arrangements, which will be detailed on your confirmation invoice. As an agency, we accept no responsibility for the omissions and/or acts of the supplier/s or for the services provided by them. Your booking/arrangements with us is subject to these agency terms and conditions. The specific terms and conditions of the relevant supplier/s you contract with should be read carefully prior to booking. The supplier/s booking conditions may limit and/or exclude the supplier/s liability to you

Once your booking/arrangement has been confirmed:

Once you have requested to make a booking/arrangement with us, we will take payment to secure your booking and each element will be confirmed with the relevant supplier/s and your contract will exist. Where your booking is made more than 2 months before your arrival date, we will take a minimum deposit of 10% or €100 whichever is greater* or a percentage of your booking total where some suppliers require a higher non-refundable deposit for peak weeks and/or products. Where you are booking within 2 months of your arrival date, the full total balance will be required to secure your holiday.

*For group bookings of 9 or more guests and/or 4 or more rooms, a deposit of 10% of the booking total or €500 whichever is greater, or a greater amount may be imposed by a supplier to be paid upfront to secure multiple rooms and services.

You will receive a booking/deposit confirmation by email within 48 hours. This will show the amount that has been paid and the date any remaining balance of the booking/arrangement is due by. Failure to pay the balance of your booking/arrangement by the date specified on your booking/deposit confirmation will forfeit your booking/arrangements. AMC will keep monies paid to cover any relevant costs owed to relevant supplier/s. Once you receive your booking/arrangement confirmation, please read it thoroughly. You must advise us of any errors (names, passport information, room types etc.) immediately as failure to do so can result in incurring extra costs to be paid by you “the lead name and guest” to amend and correct.

When staying for a minimum of one night in Andorra it is a legal requirement to provide your passport or identification card to the establishment where you will stay. They will proceed by law, to register each passenger on to the government website for any person staying overnight in the Principality of Andorra. Details of the GDPR for your rights are detailed in the Terms and Condition Policy.

Making Payment:

Once you have agreed to confirm your chosen arrangements, you will be required to pay a minimum deposit of 10% or €100 whichever is greater* or a higher percentage of your booking total where some suppliers require a higher non-refundable deposit for special offers or peak weeks and/or products. Where you are booking within 2 months of your arrival date, the full total balance will be required to secure your holiday. A portion of your deposit will be retained as non-refundable for any amendments or cancellations made by you (see section on ‘Amendments and Cancellations by you’ for more details).

If you have paid a deposit, you are required to pay the full balance by the balance due date notified to you on your booking/payment confirmation. If full payment is not received by the balance due date, we will notify the supplier/s who will be permitted to cancel your booking. Cancellation fees may be charged to you “the lead name and guest” which are set out in the suppliers booking conditions.
Unless otherwise advised or stated in the booking conditions of the supplier/s concerned, all monies paid to AMC for arrangements will be held on behalf of the supplier/s and forwarded to the relevant supplier/s in accordance with our agreement with the supplier/s.

As of July 2022 Andorra introduced a tourist tax on all accommodations, this is a standard charge based on its star rating and is payable per person/per night directly to your booked accommodation on check in for all guests aged 16 and above. Some accommodation options 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, provided 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 where possible.

Payments are made to AMC with a credit or debit card, we only accept payments by VISA, MASTERCARD and 3D secure. You can make payment either online via a 3D secure payment link or via telephone with one of our team (WhatsApp call is preferable to keep costs low for both you as our guest and us as the company). This will be manually entered on to our TPV machine and the receipt will be sent to your phone or via email. Alternatively, you can make a direct payment to our company bank account (details available upon request). You “the lead name and guest” will pay all bank charges incurred to make a transfer.

Prices:

All prices are correct and valid at the time of making your booking. We reserve the right to amend advertised prices at any time without any prior notice to new and existing clients. We also reserve the right to correct errors in both advertised and confirmed prices.
Please note that changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking and again on your booking confirmation.

Special Requests:

If you have any special requests (medical requirements, dietary needs, room number/location or a specific ski instructor for example) please inform us when making your booking. We will pass on all such requests to the supplier/s, but we cannot guarantee these will be met. AMC will have no liability to you if they are not met as special requests are never guaranteed.

Amendments & Cancellations by You:

Any cancellation or amendment request by you must be sent to us in writing via email. The request will take effect on the day we receive your email and will be forwarded to the relevant supplier/s in order to cancel or amend. You are advised to confirm all changes by telephone as well. An email alone cannot be used as proof of amendment or cancellation. Any amendments must be displayed on the latest issue of the booking confirmation. Please ensure you have the latest copy prior to your travel date as the most recent amendment will be displayed and used for your relevant booking. As ever, we will do our upmost to assist and liaise with the relevant supplier/s on your behalf but we cannot guarantee that the supplier/s will meet any new terms requested by yourself (the lead name and guest). Amendments and cancellations will only be accepted in accordance with the terms and conditions of the supplier/s of your arrangements.
In most cases, the supplier/s may charge the cancellation or amendment charges shown in their booking conditions (in some cases as much as 100% of the cost of the arrangements. Usually, charges increase closer to your departure date.

All “no shows” by you, the lead name and/or guest(s), for any arrangements confirmed will result in 100% cancellation charges from the supplier/s. “No shows” mean no refund will be available to you “the lead name and/or guest(s)” or any other person travelling on your booking.
Certain suppliers do not allow amendments, therefore full cancellation charges will apply.
If you “the lead name and/or guest(s)” decide to cancel or withdraw from any paid and planned accommodation/ski extras/transfers/activities or any other pre-bookable items that AMC have already confirmed on your behalf, you may be subject to cancellation charges. When we receive your written notice to cancel before departure, the following conditions will apply below:

Cancellations and Amendment Conditions:

Any amendments requested by you will be forwarded to the relevant supplier/s. AMC will endeavor to arrange these changes with the understanding that any additional charges or increase in price is owed by you “the lead name and guest”. In some cases there may be a fee as much as 100% of the value of the original booked item, this will be notified to you upon your request to make the change.

Cancellation Charges/retaining fees are as follows:

*Some Suppliers require higher deposits to secure special rates, for products and services in peak weeks or for larger groups. A higher deposit may be required in these instances and will be communicated with you before confirming your booking.

**50% of your total booking/arrangement will be retained, plus any cancellation charges or payments required by the relevant suppliers. Accommodation and other products may differ in cancellation charges depending on which you choose to reserve. Details when enquiring/booking are available upon request.

Amendment Fees are as follows:

Our holiday packages include special discounts when you book multiple items. Any amendments which result in cancellation of part of your package may effect and increase the price of the remaining products and services booked.

*Subject to availability – Any increase in price due to upgrade, additional products, change of product or service/change to dates will be payable by “the lead name and/or guest(s)” before confirmation of the change/s can be given.

**Removal of guests and their allocated/associated products and service is possible where it does not supersede more than 50% of the total number of guests or more than 50% of the total holiday package price. Where cancellation is required of more than 50% of the total holiday package price/ more than 50% of the guests wishing to cancel, the normal cancellation terms and conditions will apply, and a new booking may be required to retain the remaining products and services.

***Holiday packages may be changed to a later/earlier date subject to availability and any increase in prices are payable by the lead guest before confirmation of the change can be given. Once a holiday package has been moved once, any further changes to dates of the holiday will be subject to the package being cancelled and rebooked under the new dates where additional fees and increase of prices may be applicable and payable by the lead guest.

We strongly recommend that you take out a travel insurance policy that covers you for all eventualities and activities you are undertaking on your holiday including cancellation or curtailment, especially to cover cancellations where you are unable to receive a full refund. Any refunds due will be issued once the monies have been received back from the relevant suppliers which could take up to 14 business days. You will then be contacted to process this back to your original payment card, this will normally process within 3 to 5 business days but may take up to a further 14 business days.

Changes & Cancellations by the Supplier/s:

If any significant changes or cancellations are made by the supplier/s we will inform you as soon as reasonably possible. We will also liaise between you and the supplier/s in relation to any alternative arrangements offered by the supplier/s but we will have no further liability to you.
If the supplier/s offers you the alternative arrangements or the option of a refund, you will need to let us know what you choose within the time frame stipulated by the supplier/s. Failure to do so by you “the lead name and guest” could entitle the supplier/s to assume a full refund is required by you “the lead name and guest”. We accept no liability for any changes or cancellations made to your arrangements by the supplier/s under your contract with them.

Changes & Cancellation by AMC:

We reserve the right to cancel your holiday in any circumstances. If we are unable to provide the booked arrangements 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.

Acceptance of risk:

As with all sporting activities and the nature of the holidays we provide, activities you may choose to participate in, involve a degree of personal risk. You recognise that many activities, such as skiing, snowboarding, snowsports, helicopter rides, canyoning, via ferrata, climbing, mountain biking and road biking etc. (this list is not exhaustive) are activities with a danger of personal injury or death. The natural environment can, at times be hazardous. By entering a contract with AMC and therefore the relevant supplier/s providing these activities, you accept these risks and you must take responsibility for your own actions. Although our suppliers may provide instructions, tuition, and coaching to you as part of the arrangements you book (which will look to minimise these risks) your booking will be accepted by us. This is on the basis that you understand and accept the risks involved in physical activities. If at any time you “the lead name and guest” or a member of your party feels uncomfortable or unprepared to take part in or carry on with an activity during the holiday, an instructor or a member of AMC should be advised immediately. You are under no obligation to take part in or complete activities that form part of your holiday booking.

Insurance:

We strongly advise that you take out a policy of insurance in order to cover you and all members of your party against the cost of cancellation by you, the cost of assistance (including repatriation) in the event of accident or illness, loss of baggage and money and other expenses. Ensure the policy covers you for activities that you will partake in such as skiing, snowboarding, other snowsports, helicopter rides, canyoning, via ferrata, climbing, mountain biking and road etc. (this list is not exhaustive). Some suppliers require that you have such insurance in place before certain activities start. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details and documents on receipt and take them with you on holiday. Please note that in Andorra EHIC (formerly E111) cards are not valid for any form of medical assistance and care. In every case in Andorra, charges are made by the respective medical service which need to be paid directly by you “the lead name and guest(s)”.

Our Liability to you:

Your contract is with the supplier/s and its booking conditions apply. AMC act as a booking agent only, we accept no responsibility for the actual provision of the arrangements. We (AMC) confirm all arrangements on your instruction and responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment. It is your responsibility to show that negligence was present and that care had not been used if you wish to make a claim against us.

Passport, Visa and Immigration Requirements:

We advise you check with the relevant websites/departments/embassies/passport office and consulates before you travel to Andorra. Your specific passport, visa and other immigration requirements to enter Andorra are your responsibility and you “the lead name and guest” should confirm and or obtain these documents prior to travel. Neither the supplier/s nor we (AMC) accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

Making a Complaint:

The contract for your arrangements is between you and the supplier/s. Any queries or concerns about your arrangements should be addressed to them. If you have an issue or problem with your arrangements whilst using them, this must be reported to the supplier/s immediately. If you address a complaint after leaving the resort, there will be less opportunity for the supplier/s to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or annulled as a result.
If you wish to make a complaint upon your return home, this will be written directly to the supplier/s. Names and contact details will be available upon request. We will, of course assist you with this so please contact us for this information. Any assistance given by us to you “the lead name and guest” will be on a goodwill basis in AMC’s capacity as an agent only.

If you have a complaint about any service AMC has provided to you, please contact us directly. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This will not determine how your complaint should be resolved; it is a means of notifying us of the complaint made by you “the lead name and guest”.

Accommodation Ratings & Standards:

All ratings are as provided by the relevant supplier/s. These are intended to give a guide to the services and facilities you should expect from your arrangements. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given. All rating are issued and authorised by the Govern d’Andorra.

Website Descriptions, Content & Photographs:

All descriptions, content and photographs displayed on our website are done so by us on behalf of the supplier/s. All descriptions, content and photographs are intended to present a general idea of the services provided by the said supplier/s. We cannot display all the details of the services provided. All services shown are subject to availability. If you require any further details that are not displayed on our website, please email us and we can send any additional information you require. Photographs used do not denote the room type or equipment etc. that you have booked. This will be displayed on you booking/payment confirmation where available, from what you “the lead name and guest” have asked us to confirm on your behalf.

Force Majeure:

Except where otherwise expressly stated in these Agency Booking Conditions neither we, nor the applicable supplier/s will be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our (AMC), the supplier/s or their supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such events may include civil unrest, riots, threat of war or war, industrial dispute and labour strikes, terrorist activity, nuclear war/disaster, adverse weather conditions, resort closures due to lack of snow or avalanche, fire, chemical or biological disasters/outbreaks and similar events beyond our control.

Brexit:

Certain arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This will be monitored and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is unprecedented and outside the control of AMC and the supplier/s. They and we would treat any changes relating to an outcome of a “Brexit decision” as Force Majeure.

Law & Jurisdiction:

These Agency Booking Conditions are governed in all respects by Andorran law. Any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of Andorra.

Language:

Although we are an Andorran company, these terms and conditions have been drafted in the English language. If this agreement is translated into any other language, the English language version shall prevail.
Legal Notice and Terms and Conditions: Revised August 2020

Company Information:

Andorra Mountain Collective, Edifici La Solana, Mas de Ribafeta, Arinsal, La Massana, Andorra.
Andorra Tel : 00376 367453 or email hello@andorramountaincollective.com

Andorra Mountain Collective is a trading name of Taronja Montanya SLU. Licenced and governed by regulations in Andorra. Company Tax NRT number L-711823-C.