TERMS AND CONDITIONS

 

Monsguide is a trading name of Ashley Tilbury, registered in Italy with Partita IVA number 03228540211. The registered company address is Borgata San Marco 24, Oulx (TO), 10056, Italia.

Pursuant to our Terms & Conditions herein, except when expressly stated to the contrary, our role shall be strictly limited to acting as an intermediary (Agent) for all bookings undertaken and/or facilitated on your behalf.

In the execution of such bookings, your legal relationship shall be directly with the provider(s) of the booked services or arrangements (hereinafter referred to as the “Supplier(s)”). Our function involves facilitating your entry into a contractual relationship with the relevant Supplier(s) concerning the arrangements. Your booking through our services is governed by the terms and conditions herein, in conjunction with the specific terms and conditions of the applicable Supplier(s). It is imperative that these terms and conditions are reviewed thoroughly prior to the confirmation of any booking. The terms and conditions of the Supplier(s) may contain limitations and/or exclusions of liability. Upon request, copies of such terms and conditions are obtainable directly from the Supplier(s).

We do not accept any liability for any contracts entered into between you and any Supplier(s), or for any services or arrangements procured as a result of such contracts (collectively referred to as “Arrangements”), or for the acts or omissions of any Supplier(s) or other third parties involved in the provision of the Arrangements.

Should you opt to make multiple bookings for Arrangements, products, or services through our intermediary services at a singular instance, the aggregate price charged for such bookings will correspond precisely to the sum of the prices that would have been charged had each booking been made independently. Each Arrangement is offered for purchase individually at an equivalent price to that when combined with multiple bookings. Hence, any such combination of bookings does not constitute a package.

By engaging in a booking through our intermediary services, you hereby affirm and agree to the following:

You have undertaken a comprehensive review of the terms and conditions delineated herein and consent to be bound by them;

• You grant your explicit consent for the processing of your personal information in alignment with our Privacy Policy;
• You acquiesce to the deployment of tracking technologies as detailed within our Privacy Policy; and
• You affirm that you are of legal majority, being at least 18 years of age, and in instances where the booking involves services subject to age restrictions, you certify that you and all parties included in your booking comply with such age requirements.

 

1. Booking & Payment Conditions

By proceeding with a booking through our services, you affirm that you possess the requisite authority to accept these booking conditions on behalf of all members of your party.

A binding contract between you and the respective supplier shall be deemed to exist upon our issuance of a confirmation voucher on behalf of the supplier, or, in the case where a deposit has been paid, upon our dispatch of the deposit payment confirmation.

It is incumbent upon you to meticulously review the confirmation upon receipt and to promptly communicate any discrepancies or incomplete details to us. It is critical to verify the accuracy of names and other pertinent information. Given our role as a booking agent, our liability does not extend to errors in documentation, except in instances where such errors are attributable to our actions.

2. Affiliate Links

www.monsguide.com may contain links to affiliate websites, and we receive an affiliate commission for any purchases made by you on the affiliate website using such links.

Our inclusion of affiliate links does not imply endorsement of the linked site or service. We are not responsible for the content, policies, or practices of such websites.

You acknowledge that we are not liable for any loss or damage which may be incurred by you as a result of the availability of those external sites or resources, or as a result of any reliance placed by you on the completeness, accuracy, or existence of any advertising, products, or other materials on, or available from, such websites.

 

3. Pricing Policy

Price Adjustments

We reserve the right to modify the prices listed on our platform at any given moment. Additionally, we maintain the authority to rectify inaccuracies in the pricing information that is both advertised and officially confirmed.

Accuracy and Confirmation

It is imperative to acknowledge that fluctuations and inaccuracies in pricing details may arise periodically. As a precautionary measure, we strongly advise that you verify the current price of your selected services or products at the moment of initiating your booking.

 

4. Our Responsibility For Your Booking

Scope of Our Liability

Your booking agreement is established directly with the supplier, and the supplier’s terms and conditions are applicable. As your agent, we bear no responsibility for the actual delivery of the services or arrangements. Our obligations are confined to facilitating the booking in alignment with the instructions you provide. We do not accept any responsibility or liability for the accuracy of information about the services or arrangements that we convey to you, provided that such information was relayed in good faith.

Limitation of Liability

Notwithstanding the above, should we be deemed liable to you under any legal theory, our liability shall be capped at an amount equal to double the cost of your booking. This limitation applies on a pro-rata basis if the issue affects only certain members of your booking party.

5. Client-Initiated Modifications and Cancellations

Request Procedure

Should you wish to cancel or modify your booking, it is imperative that such requests are communicated to us via email. The effectiveness of your request will be marked from the date it is duly received by us. Please be aware that transmission of your request does not equate to its receipt; hence, we strongly recommend confirming all modifications via our Contact Us form on our website too. Prior to your departure, you must secure written confirmation from us regarding any changes made to your booking. While we will endeavor to accommodate your requests, we cannot assure their fulfillment. All amendments and cancellations are subject to the stipulated terms and conditions set forth by the supplier of your arrangements.

 

Cancellation Policy – Free Cancellation Period

The cancellation policy varies depending on the specific product the client has booked. If cancelled within the free cancellation period then a full refund (100%) will be processed within 7 – 14 working days. Any requests for cancellation can only be communicated through the Contact page form on our website and must include the order number. The Contact page can be found here https://monsguide.com/contact/

• Ski / Snowboard Rental Equipment – Rental equipment may be cancelled free of charge up to 24 hours before the first day of rental.
• Ski / Snowboard Lessons (Group & Private) – Lessons may be cancelled by the client, free of charge, up to 72 hours before the scheduled start date & time. Refunds in the event of illness are accepted only upon presentation of a medical certificate.
• Discount Card – The discount card may be cancelled by the client, free of charge, up to 24 hours before the start date as chosen by the customer.
• Ski Away Day – The Ski Away Day may be cancelled by the client, free of charge, up to 48 hours before the scheduled date & time of the event.
• Transfers in Austria  – Transfers may be cancelled by the client, free of charge, up to 72 hours before the scheduled transfer date & time.

 

Amendments & Cancellations Outside of the Free Cancellation Period

Cancellations or amendments outside of the free cancellation period will be charged at 100% to the client and no refund will be offered.

 

No-Show Policy

Failure to appear for your scheduled arrangements at the confirmed time and date, without prior notification of cancellation, will result in the application of cancellation charges by the supplier. These charges are likely to constitute 100% of the cost of the arrangements. You will be informed of the specific charges applicable at the time the amendment or cancellation is processed.

 

6. Supplier-Initiated Modifications and Cancellations

Notification and Assistance

In the event that the supplier finds it necessary to significantly alter or cancel your confirmed arrangements, we commit to notify you at the earliest possible opportunity. Furthermore, we will serve as the intermediary, facilitating communication between you and the supplier regarding any substitute arrangements they propose. Beyond this facilitation, please be advised that our obligations to you do not extend further, and we bear no additional liability.

 

7. Responsibility for Rental Equipment

Responsibility for Damage, Loss, or Theft

Should the rental equipment suffer damage, become lost, or be stolen during the rental period, the customer is obligated to pay the supplier directly and promptly, irrespective of the circumstances leading to such events. We recommend that the customer obtains a receipt for any payments made to the supplier and that the customer contacts their travel insurance provider without delay to report the incident. In cases of loss or theft, it is imperative to file an official report with the local authorities.

Comprehensive information regarding the policies applicable to each rental shop, including procedures for addressing damage, loss, or theft, is detailed within the specific terms and conditions for the supplier as found on their website.

8. Transfers in Austria 

Transfers in Austria are provide by Alpentouristik, who will be referred to as the Supplier throughout the rest of the Transfer in Austria terms & conditions. The Customer will be provided with a 24/7 emergency contact number for Alpentouristik which should be used on the days of travel only to communicate with Alpentouristik.

By purchasing a transfer with Monsguide, you authorise us to transmit your name, phone number, email address and relevant information for your transfer to our nominated Supplier.

Neither Monsguide or our nominated Supplier accepts any responsibility for incorrect or incomplete information given by a Customer that results in either a flight being missed or a Driver failing to be at the arrival airport in question to pick-up up the Customer.

It is the responsibility of the Customer to provide Monsguide with a contact mobile telephone number at the time of booking and furthermore ensure that this number is switched on and available at the time of travel. Neither Monsguide or our nominated Supplier is responsible for any issues that may occur with the delivery of the transfer service as result of the Customer failing to provide correct contact details or being uncontactable at the time of the transfer.

The destination and/or pick-up address on the booking confirmation is the address at which the Customer will be dropped off and/or collected, where possible. For some accommodations it is not possible for the vehicle to drop you off directly outside. For any situations like these you will be dropped off / collected from as close as is reasonably possible on the transfer route.  Any changes to these or any other details must be communicated to Monsguide at least 2 days prior to the date of travel. If we do not receive updated accommodation details by this time, the Customer may have to be dropped off in the resort centre or at another convenient location for the Supplier.

It is the responsibility of the Customer to have with them a valid address and/or directions to their accommodation. The driver may know the specific accommodation, and in this case, the Customer will be taken directly there. However, in the case that neither the Customer nor the driver knows the exact location of the accommodation, the driver will attempt to locate the accommodation for a period not exceeding 10 minutes, after which time the Customer will be dropped off at a central point in the resort.

The Suppliers reserve the right (and delegate to their Drivers the right) to refuse to carry any person who is thought to be under the influence of alcohol or drugs or whose behaviour is considered to pose a threat to the Driver, the vehicle or the other passengers. No refunds will be made in these circumstances.

The Customer is expected to respect the vehicle and leave it in the same condition in which they found it. If the Customer damages or soils the vehicle then they will be liable to reimburse the Supplier for all reasonable costs of cleaning and/or repair, and for any costs incurred due to the vehicle being unavailable for use for a period of time as a result of said damage. If this situation occurs, the Supplier will provide Monsguide with copies of all receipts for the costs that have been incurred. Monsguide will act as an intermediary between the Customer and the Supplier and will attempt to resolve the situation as quickly as possible. However, if a satisfactory solution cannot be found between both parties within a reasonable amount of time, the Supplier reserves the right to take direct action against the Customer in order to recover the costs incurred. The transport contract is between the Supplier and the Customer, and Monsguide cannot be held liable by either party for any damage or for any costs that result from the damage.

All vehicles provided by the nominated Supplier are fully insured for passenger and third-party claims, as required by the local law. Customers’ baggage is, however, carried entirely at their own risk and no responsibility for any loss or damage will be accepted by Monsguide or the nominated Supplier.

The Customer will be liable for all arrangements and costs incurred by the nominated Supplier to return the items to the passengers.

Occasionally, when travelling on any of our Shared or Scheduled Shuttle services, the Customer may be required to change vehicles at a safe location en-route to the destination.

On some transfer types the Driver may be required to take obligatory rest breaks during the transfer. Wherever possible, this rest time will be taken into accountin relation to the journey time to ensure that no flights are missed. EU law states that drivers must take a rest break of 45 minutes after no more than 4 hours 30 minutes of driving.

 

8.1 Booking Amendments

All changes to booking details, e.g. flight number, flight time, accommodation name or address, mobile number, arrival or departure dates, resort, passenger numbers, or vehicle size details, should be communicated through Monsguide, who will advise the Customer whether the changes will result in a change to the cost of the transfer or the requested transfer no longer being available.

In situations where there is a supplement to be paid for a booking amendment, the requested changes will only be confirmed once the additional payment is received. Any additional costs will be communicated and managed through Monsguide. Only once Monsguide has sent the Customer a revised booking confirmation will the changes be confirmed.

 

8.2 Booking Cancellations & Refunds

The Customer may cancel their booking and request a 100% refund up to 72 hours before the scheduled date & time of the transfer. This must be communicated to Monsguide by email at admin@monsguide.com

For cancellations within 72 hours of the transfer date & time no refund will be offered, and the transfer will be charged at the full price.

 

8.3 Flight delays, diverts and cancellations

For all arrival transfers, in the case of any delays that mean the customer is not going to be at the designated meeting point for the transfer within 2 hours of the scheduled flight or train arrival time, or specific pick-up time on the booking, the customer should notify Alpentouristik (using the emergency contact number provided) in advance of the delay (including delays to inbound transport, at passport control, collecting luggage, etc). Alpentouristik will propose the best solution for the Customer, but cannot guarantee that the transfer will be able to wait, meaning the customer may be required to make their own alternative arrangements at their own cost. Alternative solutions that may be proposed could include a waiting time for an alternative transfer, a different transfer type being provided to the one originally booked, or to pay the driver directly for any waiting time incurred beyond the initial 2 hours. If the Customer does not wish to take up any of the alternative options offered, the customer will need to make alternative travel arrangements at their own cost. Monsguide will not be liable for these costs and will still charge for the original transfer in full. 

Once a flight is delayed by more than 1 hour the wait time as specified in the transfer type booked no longer applies and the Customer may experience additional waiting time before a new transfer becomes available. This applies to all transfer types. If the Supplier is able to wait for a delayed flight and the delay is longer than 1 hour, the Customer may be asked to pay additional waiting time fees directly to the driver. This is at the discretion of the Supplier and will be communicated by Alpentouristik at the earliest opportunity

In the event of an arrival flight being cancelled, the Customer is deemed to have missed their transfer.  It is at the Supplier’s discretion whether a refund, partial or full, will be offered. Monsguide will act as the intermediary in such cases. If an alternative flight is arranged, then the Customer may need to make a new booking for a transfer at full cost, subject to availability of transfers. Any additional charges are at the discretion of the Supplier and will be communicated by Alpentouristik.

If arrival flight lands ahead of the scheduled time, there may be additional waiting time for the transfer to become available and to leave the airport. This is equal to the waiting time as stated on the transfer type description and on your booking confirmation, plus the amount of time that the flight landed ahead of schedule.

If an arrival flight is diverted it is the Customer’s responsibility to inform Alpentouristik at the earliest possible time. It remains the responsibility of the airline to transport the Customer to the original arrival airport. From there all arrivals will be treated the same as any other delay, based on the time the customer reaches the originally booked airport to meet their transfer. Should the Customer not wish to travel to the original arrival airport and instead arrange alternative transport directly to the destination, they will still be charged by the Supplier for the unused transfer.

In the case that the Customer is unable to take the arranged transfer as a result of delays, cancelled or missed flights and therefore incurs additional costs in arranging alternative travel arrangements, neither Monsguide or the nominated Supplier will be held responsible for any of these additional costs, nor will any refund for the originally booked service be offered. Monsguide will be able to provide on request a written statement of the reason any additional costs were incurred.

8.4 Child Seats

The customer is required to inform Monsguide when making a booking of the ages of each child or infant. Infants are considered to be between 0 – 4 years of age and  children are considered to be 4 – 12 years of age at the date of the transfer. Anyone who is 12 years or older is considered an adult for the purposes of Transfers. Where required child seats will be available, as long as Monsguide has been provided with the correct information at the time of booking.

Failure by the Customer to inform Monsguide of the correct ages will mean that the Supplier is unable to provide the transfer as booked, as the child cannot legally be transported without the correct seat. In this circumstance, neither Monsguide or our nominated Supplier will provide any refund or offer an alternative transfer.

On certain transfer types (such as a Shared Transfer Coach) where vehicles of over 8 passenger seats are used, it may not be possible for the Supplier to provide child seats. The Customer should be aware that where this is the case, it is not a legal requirement to use such a seat.

 

8.5 Child Pricing

All children and infants count towards the occupancy of the vehicle and are allocated their own seat, regardless of age. Therefore, all children & infants must be included in the total number of passengers at the time of booking and are charged at the same rate as adults.

 

8.6 Pick-Up Challenges

In the event that the Supplier is unable to reach a Customer for their pickup time, due to bad weather, if the vehicle cannot access the location by road, or if the vehicle is too large for the road, the Customer must attempt to make their own way to a suitable, safe pickup point. Alpentouristik will assist with advice in this matter if necessary and will try to give the Customer advance warning whenever possible.

 

8.7 Missed Transfers

In the event that the Customer is not at the specified meeting point at the arranged time for a departure transfer from resort, the driver will wait for a maximum of 5 minutes for shared transfers, and a maximum of 10 minutes for private transfers. After this time the Customer will be deemed a ‘no show’ and the transfer will depart without them. Neither Monsguide nor the nominated Supplier will offer any refund for the missed transfer. If we are able to offer an alternative, later transfer, this will be treated as a new booking and will need to be paid for in full by the Customer.

 

9. Monsguide Discount Card

We undertake diligent efforts to ensure that our affiliated suppliers within the Discount Card program instruct their stuff to recognise and accept the Discount Card. However, the assurance of acceptance in every instance cannot be guaranteed. Therefore, customers are required to present the Discount Card to the supplier before placing an order, to ascertain confirmation of its acceptance.

Should there arise a circumstance where a supplier declines to honour the Discount Card, we request that customers inform us of such occurrences via email at admin@monsguide.com. Our liability in situations where the Discount Card is not accepted is strictly confined to the reimbursement of the amount the customer has paid to purchase the Discount Card itself.

 

10. Insurance

We highly recommend securing comprehensive travel insurance for every individual within your group. It is noteworthy that certain suppliers mandate the acquisition of such insurance. The onus falls upon you to ascertain the sufficiency and suitability of the insurance coverage you opt for, ensuring it aligns with the specific requirements of your travel plans. Upon obtaining your insurance policy, it is crucial to thoroughly review the details provided, and we recommend bringing a copy of your policy documentation with you during your travels.

It is also important to note that some countries legally require you to have insurance when skiing & snowboarding. We highly recommend researching the applicable laws of the country you are travelling to.

11. Special Requests

Should you have any particular preferences or needs (such as a specific ski instructor or ski model), we ask that you communicate these at the moment of reservation. We pledge to relay all such requests to the relevant supplier on your behalf. However, it is important to understand that while we endeavour to accommodate your special requests, their fulfilment cannot be guaranteed. Consequently, we shall not bear any liability in instances where your requests are unable to be met by the supplier.

 

12. Precision of Information and Pricing

Please be advised that the data and pricing details presented within our brochure, on our website, or through other mediums issued by us may undergo modifications subsequent to your review and prior to your booking. In our commitment to provide accurate and current information, we diligently verify the content and prices prior to publication. Despite these efforts, it is possible for unintended inaccuracies to happen. As such, it is imperative that you verify both the cost and the comprehensive details of your selected services directly with us at the point of booking to ensure correctness and to avoid any discrepancies.

 

13. Information Accuracy and Descriptions

Overview and Availability

The descriptions and information provided in our brochures, on our website, or through other materials issued by us serve to represent the offerings of the relevant suppliers and aim to provide a general overview of the services available. It is important to note that not every detail regarding the services can be encapsulated within our promotional materials. All featured services are subject to their availability at the time of your inquiry or booking.

 

Imagery and Standards

Please be aware that any photographs of equipment or other imagery used in our promotional content are solely for illustrative purposes. The actual equipment or services you receive will align with the standard you have selected during the booking process.

The service ratings provided are sourced directly from the respective suppliers and are intended to serve as a guideline to the level of services and facilities you might expect. However, it is crucial to understand that these standards and ratings can vary significantly between different countries and suppliers. We cannot vouch for the precision of any ratings provided. Additionally, we may include reviews from other guests for your consideration; these reflect the personal opinions of those individuals and should not be interpreted as endorsements by us. We accept no liability for decisions made based on these guest reviews.

 

14. Force Majeure

Under circumstances classified as force majeure, we are exempt from offering compensation or refunds for any cancellations or modifications made to your booking. Force majeure encompasses any unpredictable events beyond our control, which may include, but are not limited to, acts of war, threats of war, terrorism and its aftermath, civil strife, governmental actions, industrial disputes, natural disasters, nuclear incidents, fires, adverse weather conditions, and challenging sea or ice conditions.

 

15. Governing Law and Jurisdiction

The Booking Conditions and any agreements they underpin are exclusively governed by the laws of Italy. Should any disputes, claims, or matters of contention arise from or relate to your contract or booking, they will be subject to the jurisdiction of the Italian courts, which shall have sole authority to resolve such issues.

 

16. Data Protection and Privacy

By finalizing your booking with us, you are explicitly agreeing to the processing of your personal data as per our Privacy Policy. This policy is readily accessible on our website and outlines our practices regarding the collection, use, and protection of your information.