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Sales conditions (Plus+ Ski Pass)

Terms and conditions of sale of the Website

Forfet Plus +

NEUS DEL VALIRA, SA offers an online shopping service that allows you to buy the products/services available on our website.

This document establishes the GENERAL CONDITIONS OF SALE that regulate the operation of this Website and the contracting/reservation of products/services through grandvalira.com and its sub-domains. The use of the Website constitutes acceptance of these GENERAL CONDITIONS OF SALE. However, if you have any questions or queries about them, you can contact our Customer Service via:
These GENERAL CONDITIONS OF SALE have been drawn up in accordance with what has been established in:  
Law 12/2013, of 13 June, on Commerce, Law 13/2013, of 13 June, on effective competition and consumer protection, and the Decree of 7 August 2013 approving the Regulations for official complaint sheets, demands, and claims regarding consumption.
 
  1. General contact information
  2. Definitions and purpose
  3. Product and service
  4. User access
  5. Rules of use of the Website
  6. Intellectual and industrial property
  7. Notification of breach
  8. Formalization of the contract and reservations
8.1 Prices
8.2 Reservation procedure
8.3 Estimates
8.4 Reservation confirmation
8.5 Signature
8.6 Free documentation delivery service
  1. Payment

  2. General terms and conditions for purchasing Ski Pass Plus+

10.1 What is the Ski Pass PluFormalisation of the contract
10.2 Refund of the payment
10.3 Payment method
10.4 Confirmation of the order
10.5 Delivery of the product
10.6 Insurance
10.7 Cancellation of the Ski Pass Plus+
10.8 Loss or theft
10.9 Civil infractions and penalties
  1. Modification or cancellation of the service by GRANDVALIRA RESORTS or the SERVICE PROVIDER
  2. Modification or cancellation of the service in the case of restrictions or exceptional measures due to the evolution of the health emergency situation caused by COVID-19 SARS-CoV-2
  3. Complaints and claims
  4. Travel insurance
  5. Skiing insurance
  6. Accommodation services: Plans and classification
  7. Liability and security of transactions
  8. Customer Services / Mediation Services 
  9. Liabilities
  10. Liability and limitation for links from other web pages
  11. Liability and limitation for links to other web pages
  12. Publicity
  13. Protection of personal data 
  14. Miscellany 
 

1. General contact information

In accordance with Article 27 of Law 13/2013, of 13 June, on effective competition and consumer protection, we would like to inform you that the ownership of this Website, grandvalira.com, (hereinafter “Website”) and its sub-domains is held at: NEUS DEL VALIRA, SA (hereinafter, “GRANDVALIRA RESORTS”), with NRT: A706067F, registered in the Commercial Registry No. 917870Z, and whose contact details are:
 
Address: Av. Carlemany, 68, despatx 401, edifici Illa Carlemany – AD700 Escaldes-Engordany (Andorra)
 
 

2. Definitions and purpose 

The terms used in these conditions are defined as follows:
“User”: Any person browsing the Website.
“Customer”: That person who reserves one or more services from those offered on the Website. 
“Service”: Any service offered by GRANDVALIRA RESORTS on the Website, such as the reservation of ski passes, accommodation, restaurants, etc.
 
“Provider or supplier of services”: Refers to any SERVICE PROVIDER that offers the service contracted by the Customer, which is not directly offered by GRANDVALIRA RESORTS.
“Order”: Hiring of a service through the Website.
The purpose of these GENERAL CONDITIONS OF SALE is firstly, to inform Customer Users of the conditions and modalities in which GRANDVALIRA RESORTS will proceed to sell the products/services offered and, secondly, to provide information about the rights and obligations of “the parties” within the framework of the sale of products/services by GRANDVALIRA RESORTS to the Customer (hereinafter, “the Customer”).
These GENERAL CONDITIONS OF SALE will apply without restriction or reservation, to all sales of services made through the Website. As such, the Customer, when contracting products/services, acknowledges having read and understood these GENERAL CONDITIONS OF SALE prior to placing the Order, and accepts them completely and fully.
GRANDVALIRA RESORTS reserves the right to unilaterally modify these GENERAL CONDITIONS OF SALE at any time. However, those that the Customer had accepted at the time of contracting will be applicable to the Order. For this reason, the Customer should read, save, and print a copy of these GENERAL CONDITIONS OF SALE when making the purchase.
These GENERAL CONDITIONS OF SALE include the General Conditions of Use of the Website and will be completed with the provisions of the Privacy Policy and the Cookies Policy.
Likewise, the contracting of a tourist service offered by one of the SERVICE PROVIDERs that appear on the Website implies the explicit acceptance of the particular conditions and contracting policies of each SERVICE PROVIDER in question. 
 

3. Product and service

GRANDVALIRA RESORTS, through the Website, acts both as the owner and as a promoter of SERVICE PROVIDERs and offers the following products/services for sale:
Ski passes, ski lessons, adventure activities, restaurant services, accommodation reservations, as well as other services present in the domain and sub-domains of GRANDVALIRA RESORTS.
The services that can be contracted on the Website and on all its sub-domains can be reserved individually or in combination, as a package of services.
 

4. User access

The simple act of access to the Website attributes to whoever performs it the condition of User.
The use of services offered on the Website is free for Users; there is no commission or cost of any kind for accessing the Website, except as regards the cost of connection through the telecommunications network supplied by the access provider contracted by the User, who is responsible for paying for it.
Access through third-party applications (for example, Facebook) implies that the security of access in this way is the responsibility of said entities. Likewise, the Website declines any direct or indirect liability for the failure of the systems or unavailability of the Website or any similar situation.
 

5. Rules of use of the Website

The User will be responsible for all of their published content and its veracity. The User will be solely responsible for any false, inaccurate, or outdated statements made and for the damages caused to GRANDVALIRA RESORTS or to third parties as a consequence of the breach of this duty.
By using this Website, the user accepts that most of the communications with GRANDVALIRA RESORTS are electronic (email or notices published on the Website).
For contractual purposes, the User agrees to use this electronic means of communication and acknowledges that all contracts, notifications, information, and other communications that GRANDVALIRA RESORTS sends electronically comply with the legal requirements of being in writing. This condition will not affect the User's rights as recognized by law.
The User can send notifications and/or communicate with GRANDVALIRA RESORTS through the contact information provided in these Conditions and, where appropriate, through the contact spaces on the Website. Likewise, unless otherwise stipulated, GRANDVALIRA RESORTS may contact and/or notify the User by email or at the postal address provided.
The user undertakes to make reasonable and reasoned use of the services of the Website and to comply with the GENERAL CONDITIONS OF SALE, with GRANDVALIRA RESORTS reserving the right to limit use if it deems it appropriate. 
The Website is governed by the legislation applicable to Andorra. GRANDVALIRA RESORTS does not ensure that the Website complies with the laws of other countries, either totally or partially, and denies any liability that may arise from this access.
It is strictly forbidden to:
  • Use the name GRANDVALIRA RESORTS for professional or lucrative purposes directly or indirectly.
  • Use the GRANDVALIRA RESORTS website for purposes other than the acquisition of products and/or services.
  • Make false or fraudulent purchases. If it can reasonably be considered that a purchase of this nature has been made, it may be cancelled and the competent authorities informed.
  • Publish offensive content of any kind, whether sexist, racist, defamatory and/or contrary to current legislation in Andorra.
  • Defame, abuse, harass, annoy, threaten, or infringe other's legal rights, such as the rights of privacy or publicity.
  • Use the Website for promotional purposes not expressly authorized by the GRANDVALIRA RESORTS team or disseminate unauthorized advertising content.
  • Impersonate another person, with the relevant legal consequences that derive from it.
  • Disseminate, publish, or request information that promotes the performance of any illegal act in its jurisdiction, including, but not limited to: electronic fraud, sending spam, phishing, spoofing, forgery and any other type of conduct that is considered an illegal act.
  • Undertake any fraudulent use of the Website.
 

6. Intellectual and industrial property

The Website is protected by intellectual and industrial property rights. This includes, by way of example but in no way limited to, the contents, graphic design, source code, logos, texts, graphics, illustrations, photographs, and other elements that appear on the Website. Therefore, the User acknowledges that the reproduction, distribution, commercialization, transformation, and in general, any form of exploitation, by any procedure, of all or part of the Website constitutes an infringement of the intellectual and industrial property rights of GRANDVALIRA RESORTS or of the owner thereof, unless the User had obtained prior express authorization.
Any use other than by GRANDVALIRA RESORTS, including the reproduction, modification, distribution, transmission, republication, arrangement, or representation of any elements thereof is strictly prohibited except with the express written consent of GRANDVALIRA RESORTS.
The user may not modify or use said intellectual and industrial property in such a way that its release would be detrimental to GRANDVALIRA RESORTS. 
GRANDVALIRA RESORTS will claim for damages derived from the improper use by third parties of its intellectual and industrial property.
GRANDVALIRA RESORTS does not grant any license or authorization of use of any kind on its intellectual and industrial property rights or on any other right or property related to the Website, the services or the contents.
 

7. Notification of breach

In the event that the User infringes intellectual and/or industrial property rights or any other rights of third parties, they will be warned by GRANDVALIRA RESORTS as soon as it becomes aware of such infringements so that the User can cease publishing the infringing content. In this case, the User will be liable for such infractions.
If any person or entity considers that the contents published on the Website infringe their rights of honour, privacy, image, or any other right, they may notify GRANDVALIRA RESORTS using any of the contact channels that appear on the Website with the subject “Violation of rights”, requesting its withdrawal and providing the following information:
  1. identification of the rights protected by current legislation in this regard that are considered to have been violated,
  2. identification of the contents that allegedly violate the rights in question with reasonably sufficient information to allow GRANDVALIRA RESORTS to locate said material on the Website,
  3. information concerning contact details (physical or electronic address and telephone number) so that GRANDVALIRA RESORTS can communicate with said person or entity,
  4. a statement in which said person or entity affirms that the information included in the notification is true and accurate, and that they are the owner of the rights allegedly violated or that they are authorized or authorized to act on the behalf of said person or entity and, copy of the DNI, passport, or other document that proves their identity.
GRANDVALIRA RESORTS will respond to the request and if it considers that the person or entity has justified reasons or causes to request the removal of such content, it will proceed to its immediate removal from the Website so that they are not accessible by users even from the cache memory.
 

8. Formalization of the contract and reservations

The Customer may formalize, at their choosing, the contracting of the products/services offered with GRANDVALIRA RESORTS in any of the languages in which these GENERAL CONDITIONS OF SALE are available on the Website.
 

8.1 Prices

The selling price is indicated in euros (€) and will be the current price at the time of contracting the products/services offered on the Website. The selling price of the products/services that appear on the Website may be modified by GRANDVALIRA RESORTS at any time, the price that will be applied to the purchase being the one that appears on the screen at the time of placing the Order.
The prices indicated on the Resort Services Website (ski passes, ski lessons, etc.) can be fixed or dynamic. These prices will be published in the different sales channels, where the prices of the products by day and for each type of pass and category will be reflected. The changes made in the sale prices, which depend on the availability and capacity of the resort, will be duly reported to the Customer on the Website.
The prices include the General Indirect Tax (IGI) that will be applicable on the date of the Order in accordance with current regulations. Any modification of the applicable price will automatically affect the price of the products that GRANDVALIRA RESORTS sells on the Website.
Notwithstanding the Orders placed by the Customer, GRANDVALIRA RESORTS may at any time modify the assortment of products/services offered for sale on the Website, especially as a result of restrictions linked to its suppliers. 
 
In accordance with the applicable regulations, the Customer will have the possibility, prior to the Order, to see on the Website all the information that the Service/Product Provider has provided to GRANDVALIRA about the fundamental characteristics of the products/services that they want to purchase.
 

8.2 Reservation procedure 

The Customer must follow the grandvalira.com purchase and/or reservation procedure, during which various products/services can be selected and added to the basket or final purchase space. The Customer will have the possibility of checking the details of their order and correcting any errors. From the moment that the Customer confirms their Order by clicking on the icon “GO TO CHECKOUT” (hereinafter, the “Order”), it will be considered that they have knowingly accepted the content and the conditions of the Order in question and, specifically, the fact that their Order implies an obligation for them to pay.

8.3 Estimates

During the purchase process, the Customer has the option of saving the products/services added to the basket or final purchase space as an estimate, to confirm and pay for them later. The Customer will be able to consult the estimate from their email mailbox or from the “My estimates” section within the private space of their account. The prices and availability of the services saved as “Estimates” are for informational purposes and will be subject to an availability review at the time of confirmation of the reservation.

8.4 Reservation confirmation

The Order will be confirmed by GRANDVALIRA RESORTS by sending an email to the Customer, where they will automatically receive the reservation voucher/locator, which will include the essential elements of the contracted services and products, the price, and the date on which the service will be available.
 
The reservation will not be confirmed until full payment of the contracted products/services is made.  Otherwise, the reservation will be cancelled.
 
The voucher/locator has the character of a receipt and the Customer must present it at the resort ticket offices, or at the reception of the accommodation or contracted service, as proof of the payment made to be able to use the contracted services, together with the ID/passport of the person who made the reservation. If the Customer does not receive the confirmation/locator voucher, they should contact us through Customer Services.
On the other hand, GRANDVALIRA RESORTS does not assume any liability in case of error when entering the details of the email and, therefore, of non-receipt of the reservation confirmation email. 
The Customer may request the issuance of the invoice for the services provided by GRANDVALIRA RESORTS and receive it in paper format. Likewise, the issuance of the electronic invoice will be conditioned to the prior obtaining of the express consent of the Customer in the purchase process, with them being able to revoke it at any time, by sending an email through our contact form: https://www.grandvalira.com/en/contact-grandvalira

8.5 Signature

Given the special characteristics of distance contracting, the Customer acknowledges the impossibility of signing the payment letter, a document by means of which the agreement of the transaction is usually provided. As such, they waive the signing of the document for all the electronic transactions generated as a result of the Reservation through the Website. The person who makes a Reservation through the Website must have authorization to do so on behalf of all the members of the group that will make the trip and must confirm that the people who are part of the group accept the conditions of the Reservation. In addition, this person will be responsible for the cost of the Reservation, including cancellation or modification fees. In the same way, this person will inform the rest of the members of the group of the details of the confirmation and any other pertinent information.

8.6 Free documentation delivery service 

In order to facilitate and speed up access to the ski resort, GRANDVALIRA RESORTS makes available to the Customer a free service delivering the reservation documentation (physical ski pass, vouchers with the services of the resort, etc.) directly to the accommodation reserved by the Customer. This service is offered only on reservations that include the renting of accommodation and on reservations made and paid at least 48 hours before the arrival date.
The Client must present an independent voucher for each of the contracted services that, due to its location, takes place outside the GRANDVALIRA RESORTS ski area.
 

9. Payment

9.1 Payment methods 

The means of payment through which you can buy on the Website are: bank card. The bank cards accepted on the GRANDVALIRA RESORTS Website are the following: Visa and Mastercard.
Credit cards will be subject to checks and authorizations by the issuing bank, if the entity does not authorize payment, GRANDVALIRA RESORTS will not be responsible for the delay in confirming the reservation and will not be able to formalize any contract with the Client.

9.2 Security in payment operations

In order to guarantee the security of payments made with bank cards, the Customer must communicate to GRANDVALIRA RESORTS the visual cryptogram (CVV) that appears on the back of the bank card used by the Customer.
Within the framework of the fight against Internet fraud, the data related to the Customer's Order may be communicated to third parties authorized by law or designated by GRANDVALIRA RESORTS, with the sole purpose of verifying the identity of the Customer, as well as the validity of the Order, the means of payment used, and the expected delivery.
Once this control has been carried out, GRANDVALIRA RESORTS reserves the right to require a photocopy of the Customer's identity document and/or any other data related to the Customer's identity. The Customer has rights conferred by the protection of personal data regulations as provided for in the Privacy Policy.
GRANDVALIRA RESORTS uses all means to guarantee the confidentiality and security of the payment data transmitted by the Customer during transactions made through the Website. As such, the Website uses an SSL secure payment system (Secure Socket Layer).

10. General conditions for acquiring a Ski Pass Plus+

10.1 What is the Ski Pass Plus+?

The Ski Pass Plus+ is a personal and non-transferable pay-per-use pass for all customers who want to make the most of the snow, at the best price and without having to go to the Ticket Office every time. With the purchase of a Ski Pass Plus+, it's cheaper to ski at Grandvalira and Ordino Arcalís and the ski pass is valid for the entire winter season in which the product was purchased. The Customer will only pay for the days that they ski and their ski trips will be rewarded with discounts such that, from the second day onwards, the Customer will receive a daily 15% discount on the ticket-office price of the ski pass. The Ski Pass Plus+ card can be topped up, so we recommend keeping it at the end of the season to be used on future occasions.

10.2 Formalisation of the contract

The Customer may only purchase this product through the www.plus.grandvalira.com subdomain of GRANDVALIRA RESORTS.
The Customer must first register and then follow the purchase procedure at plus.grandvalira.com, during which they may select the relevant ski pass product (adult, junior, senior and/or child) for themselves, and for the other people in their party, and add them to the shopping basket or final purchase space. Children under 6 years old have a free ski pass. The Customer will have the option to check the details of their order and correct any errors. Once the Customer confirms their order by clicking on the “TPV SINGLE PAYMENT” icon (hereinafter, the “Order”), they will be considered to have accepted and be fully aware of its content and the general terms and conditions in question and, specifically, the fact that their Order requires a payment from them.
The Customer undertakes to notify the other people in their party who will be issued a ski pass of their rights and obligations with regard to their use of the ski pass, which will be understood to be accepted and binding from the time the service is contracted.

10.3 Payment method

The only payment method accepted in the purchase process is: Bank card. Through the website only the amount of €1 will be charged for activation of the product and, subsequently, only the corresponding amount for each day of using the ski slopes will be charged, in accordance with the rates and other special conditions published on the ski resorts’ website and subdomains, which the Customer acknowledges and accepts, as quantified below:
• The first day of use, the bank card of the Customer who has purchased the Ski Pass Plus+ will be charged, automatically or in any case within a maximum of 30 days after use, the entire amount of the ticket office Price for the 1-day Ski Pass at the corresponding ski resort.
• Starting on the second day of use and on successive days, the Customer’s bank card will be charged, automatically or in any case within a maximum of 30 days after each use, the resulting price after applying a flat discount of 15% to the Ticket Office price of the 1-day Ski Pass at the corresponding ski resort.
The ski resorts, through the Website and subdomains, establish the maximum amount that can be charged to any Customer, the number of days of use, including the insurance
The Customer should bear in mind that if the bank card provided during the purchase process expires, is lost, or is cancelled during the season for which it was purchased, they must contact our Ski Pass Plus+ customer service department as soon as possible to update their data using the following form https://www.grandvalira.com/contacta-grandvalira. Otherwise, the Ski Pass purchased by the Customer will be blocked and they will not be able to access the ski slopes.
For any questions or incidents regarding the Ski Pass Plus+, you may contact us through: https://www.grandvalira.com/contacta-grandvalira

10.4 Confirmation of the order

The Order will be confirmed by GRANDVALIRA RESORTS by sending an email to the Customer, where they will automatically receive the Order voucher/reference number, and which will contain the essential elements of the contracted services and products.

10.5 Delivery of the product

The products acquired during the Ski Pass Plus+ purchase process will be delivered to the Customer in person at the facilities of the Ski Resort indicated by the Customer during the purchase process.
To be able to collect the product at the facilities of the ski resort, the Customer will have to show the reference number of their order, along with a personal identification document with a valid photograph to prove their identity, and sign the acknowledgement of receipt given to them upon receiving the ski pass from the ski resort.
Additionally, any Customer who has used this type of Ski Pass in a prior season and still has the pass can choose to top it up online.
Once the Customer has purchased their Ski Pass, they will be able to use it to go skiing at the Grandvalira and Ordino Arcalís resorts interchangeably.

10.6 Insurance

If a Customer wishes to purchase insurance for medical assistance on the ski slopes and civil liability, they must do so during the purchase process for the Ski Pass Plus+ product. The cost of the insurance (€5.50 per person per day) will be automatically charged to the bank card provided by the Customer each day they use the Ski Pass. The validity of the insurance will be the same as the validity of the ski pass purchased.
If the insurance is not added during the purchase process, the Customer may do so in person at the Ticket Office on the first day when they go to collect their Ski Pass Plus+, requesting it before the Ski Pass is printed. Once the ski pass has been used for the first time, the insurance can no longer be added.

10.7 Cancellation of the Ski Pass Plus+

GRANDVALIRA RESORTS reserves the right to cancel the Ski Pass Plus+ purchased by the Customer in any of the following circumstances:
  1. If there is a negative credit score from the credit bureau.
  2. If any of the amounts due are not paid.
  3. If the Ski Pass Plus+ is lost or stolen.
  4. If the Ski Pass is physically altered or used by any person other than the Holder.
  5. If the user endangers the safety of the facilities or the physical well-being of other users or the staff of the ski resort.
In the former two circumstances, the cancellation will take affect as soon as GRANDVALIRA RESORTS notifies the Customer via email. In all other circumstances, 
The Customer will have the right to cancel their Ski Pass Plus+ before the end of the season by notifying GRANDVALIRA RESORTS through the following form: https://www.grandvalira.com/contacta-grandvalira 
The cancellation of the Ski Pass Plus+ product, for any of the circumstances foreseen in these General terms and conditions of sale, will not entitle the Customer to a refund of the partial or total price paid to date, nor to an exemption from paying the amounts due and/or still to be invoiced as a result of having used the ski pass. However, GRANDVALIRA RESORTS reserves the right to refund or partially exempt the payment if it deems there to be justifying circumstances. Only GRANDVALIRA RESORTS may issue the corresponding voucher for the Ski Pass product, in application of Art. 31 of the Law relating to ski resort and cable transport installations.

10.8 Loss or theft

In the event of loss of theft, the Customer or Ski Pass Holder must immediately inform GRANDVALIRA RESORTS using the following form: https://www.grandvalira.com/contacta-grandvalirahttps://www.grandvalira...., in order to proceed with its cancellation. GRANDVALIRA RESORTS will invoice the Customer for the amounts generated to date upon being notified of the incident.
The Customer may request the issuance of a new Ski Pass Plus+, agreeing to be bound by the contracting conditions in force at that time.

10.9 Civil infractions and penalties

  • The practice of any regulated activity in the domain without a ski pass, when the ski pass is required, will mean that the user will be required to pay an amount equivalent to three times the price of the corresponding daily pass for the activity in question.
  • Without prejudice to any criminal liability where appropriate, the use of a ski pass by a person other than the holder, or the manipulation of the ski pass to alter its characteristics, or the consent of the holder for any of the previous behaviours, will result in the immediate withdrawal of the pass and an economic penalty equivalent to three times its value.
  • If the ski pass is used abusively or fraudulently, the accredited resort personnel may withdraw it immediately and may prohibit the use of the facilities and movement on the slopes, without prejudice to any legal actions the resort may bring.
  • Any users who fail to comply with the obligations imposed on them by this Law and the resort’s internal regulations will be denied access to the domain by GRANDVALIRA RESORTS and will have their ski pass immediately withdrawn or deactivated.
 

11. Modification or cancellation of the service by GRANDVALIRA RESORTS or the SERVICE PROVIDER

In the event that the provision of the contracted service is impossible, GRANDVALIRA RESORTS may seek an alternative for the Customer whenever possible and when conditions permit. In the event that no alternative to the service initially contracted can be offered or in the event that the alternative offered is not acceptable for the Customer, the contract will be deemed to have been terminated and GRANDVALIRA RESORTS will proceed to reimburse the amount paid by the Customer.
In the case of overbooking of the contracted accommodation, GRANDVALIRA RESORTS reserves the right to offer the Customer accommodation of the same or a higher category than the one they had contracted, as close as possible to the accommodation where the reservation was made, whenever possible and when conditions permit. If GRANDVALIRA RESORTS cannot offer an alternative to the Customer or, if the consumer and User do not accept the proposed change, the contract will be terminated and GRANDVALIRA RESORTS will proceed to refund the amount that the Customer has paid.
 
 

12. Modification or cancellation of the service in the case of restrictions or exceptional measures due to the evolution of the health emergency situation caused by COVID-19 SARS-CoV-2

GRANDVALIRA RESORTS, subject to the evolution of the epidemiological situation relating to Covid-19, reserves the right to modify or cancel the contracted services in the event that these services are affected by some of the following :
  • Restrictions/Travel ban  imposed on leaving the territory of origin, imposed by the country of origin by means of a communiqué issued by a public institution or a duly accredited government source.
  • Entry to Andorra prohibited, officially decreed by the Government of Andorra or other local authorities.
  • Flight restrictions or complete closure of airports in Spain or France which prevent access to Andorra 
  • Obligation or National policy officially decreed by the Government of Andorra, on the application of temporary measures to minimize the health emergency situation caused by COVID-19 SARS-CoV-2
If the customer with a reservation is unable to visit GRANDVALIRA RESORTS due to COVID-19, even if the domain is open, they can cancel their reservation free of charge, if they do so 24 hours in advance of the start of the service. For packages with accommodation, the specific cancellation policy for accommodation must  be consulted. 
GRANDVALIRA RESORTS reserves the right to carry out access controls with a COVID certificate both for sports and to access the ski lifts, restaurants, schools and other covered areas of the domain. Checks will  always be carried out over the age of 16 in order to ensure the safety of customers and workers. Immunity may be proved by one of the following options:
  • Vaccination certificate showing 2 doses received at least 14 days previously
  • Certificate of Recovery from Covid 19 during the previous 6 months
  • Negative diagnostic test certificate, which must be a PCR or TMA done in the last 72 hours or a negative rapid antigen test done in the previous 12 hours. 
GRANDVALIRA RESORTS reserves the right to withdraw the ski pass for any customers who are unable to provide the mandatory COVID certification or refuse to take a rapid antigen test to assess their immunity.
 

13. Complaints and claims 

Irregularities or deficiencies that the Customer may find in the contracted services need to be notified directly to the SERVICE PROVIDER in question, as soon as possible and, if possible, while the said services are being used, so that there is the possibility of rectifying the situation from the start.
In the event that the solution provided does not satisfy the Customer, they must contact the GRANDVALIRA RESORTS Customer Services department, which will respond to the claims received as soon as possible and, in all cases, within a maximum period of one month from the submission of the claim.
In addition, GRANDVALIRA RESORTS has official complaint forms available to consumers and Users, and these can be requested from GRANDVALIRA RESORTS at any time, using the contact information provided at the beginning of these Conditions (General contact information) or using the following form: https://www.grandvalira.com/en/contact-grandvalira
 

14. Travel insurance

GRANDVALIRA RESORTS recommends taking out adequate travel insurance before reaching your destination. It is the Customer's responsibility to verify that the insurance contracted offers adequate coverage.
 

15. Skiing insurance

GRANDVALIRA RESORTS recommends taking out adequate skiing insurance before reaching your destination. 
In the case of not having skiing insurance, GRANDVALIRA RESORTS offers its Customers the possibility of contracting, in a totally optional way, a skiing insurance that will allow the Customer to cover solely and exclusively personal and third party damages caused in the practice of skiing and some of the adventure activities that it promotes, as long as the practice of them is carried out within the resorts of the domain. You can consult the Conditions and Coverage of the Skiing Insurance on our website: https://www.grandvalira.com 
We remind our Customers that taking out Skiing Insurance only involves coverage of the risks specified in the policy, and so we recommend reading the Conditions and Coverage of Ski Insurance, which will be shown to the Customer during the contracting process.
 

16. Accommodation services: Plans and classification 

16.1 Quality of the accommodation

GRANDVALIRA RESORTS publishes in its offers the indication of the level of quality and comfort of the accommodation services, in accordance with the data provided by the SERVICE PROVIDERs and in accordance with the destination's own classification system. This classification is offered simply as a reference and quality parameter, however, the Customer is duly informed that we have not carried out quality controls of the establishments offered on the Website and sub-domains, and GRANDVALIRA RESORTS is not responsible for the suitability of the accommodation or services provided.
It is very important and highly recommended that the Customer carefully read the individual characteristics shown in the offer of the contracted accommodation.

16.2 Accommodation plans

All-inclusive plan: Unless expressly stated otherwise, the all-inclusive plan includes all meals, non-alcoholic beverages and activities that are mentioned in the description of each service provided by the SERVICE PROVIDER. Likewise, as a general rule, the all-inclusive plan has scope for only local alcoholic beverages. 
Full board plan: Includes breakfast, lunch, dinner, and accommodation. As a general rule, lunches and dinners do not include drinks, unless otherwise indicated in the offer.
Half board plan: Unless otherwise stated in the offer, this includes breakfast, dinner, and accommodation. The general rule is that lunches and dinners do not include drinks.
Bed and breakfast plan: Includes breakfast and accommodation. 
In the event that the tourist establishment selected for the Customer's stay cannot offer the contracted food plan due to force majeure or due to the imposition of regulatory restrictions that make the normal development of services impossible, GRANDVALIRA RESORTS will reimburse the Customer the corresponding amounts for the services that have not been able to be provided, taking as a reference the rates of the contracted accommodation as specified on the Website.

16.3 Meals

If the meals are part of the accommodation package contracted and the Customer cannot or does not want to consume them for reasons attributable to the Customer, no refund will be made for the amounts related to the meals. 
 
 

17. Liability and Security of transactions

GRANDVALIRA RESORTS guarantees the correct application of security measures and control over the processing of your personal data provided, which are needed to carry out online transactions. The sole purpose of using the Customer's identifier and/or password will be to verify their identity, which is required when validating the order. Communication of the bank card number and the definitive validation of the order will serve as proof of the acceptance of said Order and of the enforceability of the amounts committed for the reservation of the products that appear in the Request. The computer records, kept in the computer systems of GRANDVALIRA RESORTS and its associates, will be considered proof of communications, orders, and payments made between the parties.
Specifically, the Customer is responsible for maintaining the security of their online transactions and/or password. As such, GRANDVALIRA RESORTS does not assume, in any case, any liability for the fraudulent use of this data.
 
 

18. Customer Services / Mediation Services 

For any additional information, query related to the status of a Reservation, or claim related to your order, you can contact the Customer Services of GRANDVALIRA RESORTS, and by phone through:
 
 

19. Liabilities

19.1 Legal capacity to contract

The Customer declares that they have full legal capacity (over 16 years old) to contract the services offered by GRANDVALIRA RESORTS on the Website and its sub-domains, stating that they accept the link to these GENERAL CONDITIONS OF SALE and that, therefore, in the event that a person who does not have legal capacity places an Order on the GRANDVALIRA RESORTS Website, the legal persons responsible for said person (parents or guardians) will assume full responsibility for this Order and, specifically, must satisfy the cost of it.

19.2 Limitation of liability

Unless otherwise provided by law, GRANDVALIRA RESORTS will not accept any liability for the following losses, regardless of their origin:
  • any losses that were not attributable to their breach of contract;
  • business losses (including lost profits, income, contracts, anticipated savings, data, loss of goodwill, or unnecessary expenses incurred); or from
  • any other indirect loss that was not reasonably foreseeable by both parties at the time the service contract between both parties was formalized. 
Likewise, GRANDVALIRA RESORTS also limits its liability in reference to the following cases: 
  • GRANDVALIRA RESORTS takes all measures to provide a faithful view of the information of the Services offered through the Website, but is not liable for inaccuracies in the information offered by the SERVICE PROVIDERs.
  • Technical errors that, due to chance or other causes, prevent the normal operation of the service through the Internet. Lack of availability of the Website for maintenance or other reasons, which prevents the availability of the service. GRANDVALIRA RESORTS uses every means at its disposal in order to carry out the process of buying, paying and shipping/delivery of the products. However, it is not responsible for causes that are not attributable to it, chance events, or anything larger.
  • GRANDVALIRA RESORTS will not be liable for damages derived from misuse of the Website, nor for any fraudulent action carried out using the information provided therein.
  • GRANDVALIRA RESORTS is not liable for possible security errors or disconnections that may occur or for possible damages that may be caused to the User's computer system (hardware and software), or the files or documents stored therein, as a result of the presence of viruses on the User's computer, used to connect to the Website, or of a malfunction of the browser or the use of non-updated versions of the browser.
  • GRANDVALIRA RESORTS is not responsible for any liability that may arise due to the Customer not communicating any allergy or intolerance that they may suffer from. The responsibility will be uniquely and exclusively attributable to the Customer, or where appropriate, to the catering establishment.
In general, GRANDVALIRA RESORTS will not be responsible for any breach or delay in the fulfilment of any of the obligations assumed, nor for any change, cancellation, or modification of the reservation made, nor for any loss or damage caused by breach, by those responsible for providing the service, of the respective obligations to the Customer, when it is due to events that are beyond their reasonable control, that is, they are due to force majeure, and this may include, but is not limited to:
  • Strikes, lockouts, or other protest measures.
  • Civil commotion, revolt, invasion, terrorist threat or attack, state of emergency, war (whether declared or not) or threat or preparations for war.
  • Fire, explosion, storm, flood, earthquake, subsidence, epidemic, or any other natural disaster.
  • Impossibility of using trains, boats, airplanes, motor transport, or other means of transport, public or private.
  • Inability to use public or private telecommunication systems.
  • Acts, decrees, legislation, regulations, or restrictions imposed by any government or public authority.  
 

20. Liability and limitation of liability for links from other web pages

Any User who wishes to offer content from the GRANDVALIRA RESORTS Website on their own website may use a link that links their website to the home page of the GRANDVALIRA RESORTS Website.
The web pages that offer a link to the GRANDVALIRA RESORTS Website may use the brand, logo, trade name and/or any other distinctive sign of GRANDVALIRA RESORTS only and exclusively in the cases legally authorized or expressly permitted by GRANDVALIRA RESORTS.
The user may not reproduce the GRANDVALIRA RESORTS Website in any way on their own website, nor may they establish frames of any kind that surround the Website or allow it to be viewed through different Internet addresses, or together with content outside the Website, in a way which produces or may produce error or confusion in the public about the origin of the contents, implies an act of unfair comparison or imitation, serves to take advantage of the reputation and brand of GRANDVALIRA RESORTS, or which is done in any other way prohibited by applicable law.
The User who enters a link to the GRANDVALIRA RESORTS Website, may not under any circumstances make false or inaccurate statements about GRANDVALIRA RESORTS, about its members, and/or users or about the quality of the content offered.
The web pages in which the link to the GRANDVALIRA RESORTS Website is offered must not offer content that is illegal, harmful, or contrary to morals and good customs, and which produces or may produce the false idea that GRANDVALIRA RESORTS endorses or supports the ideas, displays, or actions of said users, or that are inappropriate in relation to the activity carried out by GRANDVALIRA RESORTS.
 
 

21. Liability and limitation of liability for links to other web pages

In order to help the user to find information or services of interest, the GRANDVALIRA RESORTS Website may include hyperlinks or links to other websites that are not owned or controlled by GRANDVALIRA RESORTS. GRANDVALIRA RESORTS does not control the contents, the legal conditions, the privacy policies, or the practices of third-party websites, nor does it assume any responsibility for them. 
The User acknowledges and accepts that access to other websites does not imply that GRANDVALIRA RESORTS recommends and approves their content, and that GRANDVALIRA RESORTS will not be liable for any loss or damage that the User may suffer, as a result of the availability of the aforementioned websites, or as a consequence of the credibility that they confer on the completeness, precision, or existence of any information offered through said websites.
GRANDVALIRA RESORTS will withdraw from the Website, or prevent access to, those links that refer to illegal activities or which are harmful to the rights or property of a third party, provided that a competent body has so declared, and as established by current regulations.
 
 

22. Publicity

The Website may host advertising content. Advertisers are solely responsible for ensuring that the material submitted for inclusion on the Website complies with the laws that may be applicable in each case. GRANDVALIRA RESORTS will not be liable for any error, inaccuracy, or irregularity that the advertising or sponsored content may contain.
 
 

23. Protection of personal data 

GRANDVALIRA RESORTS will treat all the information entered on the Website, in accordance with the Privacy Policy identified on the grandvalira.com website, as indicated by Law 29/2021, of 28 October, on the protection of personal data, and the General Data Protection Regulation EU 2016/679, as the data controller for the data included on the Website.
In order to guarantee a correct development of the contracted products/services, we inform you that GRANDVALIRA RESORTS will share your personal data with the SERVICE PROVIDER that offers the contracted service.
You can exercise your rights of access, correction, deletion, opposition and, where appropriate, portability and limitation, by sending an email to dpd@grandvalira.com. You can consult additional and detailed information on data protection at: grandvalira.com.
 
 

24. Miscellany 

24.1 Partial invalidity

If one or more of the provisions of these GENERAL CONDITIONS OF SALE were to be considered invalid or declared invalid by application of any law, regulation, or as a consequence of a final decision of a competent authority, the remaining provisions will retain their full validity and scope.
  1. Waiver exclusion

The fact that either of the parties chooses to not exercise their rights in the event of non-compliance by the other party of any of the obligations imposed by these GENERAL CONDITIONS OF SALE, shall not be interpreted as a waiver of rights with regards to future breaches of the obligation in question.

  1. Applicable law and competent jurisdiction
These general conditions are governed by the legislation of the Principality of Andorra. The parties submit, by their own choice for the resolution of conflicts and renouncing any other jurisdiction, to the courts and tribunals of the User's domicile, or where appropriate, to the place of fulfilment of the obligation.

24.2 Duration

These GENERAL CONDITIONS OF SALE will remain in force until the end of the contract between the parties and the extinction of all the obligations assumed by each of them. These Conditions may be modified, so it is the Customer's responsibility to consult them periodically and especially when placing an order since the Conditions in force at that time will be those that are applicable.
Date of revision of the conditions: November 2021
 

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