These Booking Conditions set out the responsibilities SLUSH has to you, and those you have to us, when you book a holiday with us. Please read them carefully before booking. In summary:
By making a booking, the lead passenger confirms on behalf of everyone on the booking that they:
If you book on behalf of a group, you must have each member’s authority to do so and must ensure every member has seen and accepted these conditions.
Your booking is submitted through our online booking system together with the required deposit. A binding contract is formed when we issue your booking confirmation email. You are responsible for providing accurate, current contact details and for keeping them updated. We may communicate essential trip information by email, SMS, or messages within our booking platform; we are not liable for anything you miss by not reading messages we have properly sent.
If anything on your confirmation appears incorrect, tell us immediately. It may affect your rights if you do not notify us of inaccuracies within ten days of the document being sent.
SLUSH provides financial security for package holidays as required by the PTRs through membership of The Association of Bonded Travel Organisers Trust Limited (ABTOT), membership number 5700. ABTOT protection covers our non-flight packages and, in the event of our insolvency, provides for a refund of money paid if you have not yet travelled, or repatriation where transport formed part of your package.
If you need assistance abroad due to our financial failure, call the ABTOT 24/7 helpline on 01702 811397 and state that you are a customer of an ABTOT-protected travel company.
The PTRs are available at legislation.gov.uk and further information about ABTOT is available at abtot.com.
Deposit and balance. To secure a booking you must pay the minimum deposit shown at the time of booking. The balance and its due date (“balance deadline”) are shown during booking and confirmed on your booking confirmation. Bookings made after the balance deadline must be paid in full at the time of booking.
If the balance is not paid on time we reserve the right to cancel your booking, retain your deposit, and apply cancellation charges under clause 5. If, at our discretion, we allow a late-paying booking to continue, a late payment administration fee of £20 will be added.
Payment methods. All payments must be made by credit or debit card through our payment provider. We do not charge card fees. We do not accept cash, cheques, or direct bank transfers.
Pricing and surcharges. Prices are calculated using an exchange rate of £1.00 = €1.16. We may amend the price of unsold holidays at any time and correct pricing errors on confirmed bookings. After confirmation, the price of your holiday may only vary to reflect changes in: (i) the cost of passenger transport arising from fuel or other power sources; (ii) taxes or fees imposed by third parties not directly involved in performing the package (for example tourist taxes); or (iii) exchange rates relevant to your package.
If a surcharge is due, we will write to you with an explanation and calculation. No surcharge will be imposed within 20 days of departure. If any increase exceeds 8% of the total package price (excluding insurance, amendment fees, and extras), you may cancel without charge under clause 6. Equally, you are entitled to a price reduction if the above costs fall, less our administrative expenses (with evidence of those expenses provided).
Changes to extras such as lift pass options, equipment carriage, or events can be made free of charge through your online booking up to the balance deadline. After the balance deadline all package elements are fixed and amendments will only be considered on request by email; we reserve the right to decline amendments after that date. Where an amendment is possible, you must pay any additional costs we incur. Certain arrangements cannot be changed once confirmed and any alteration may incur a charge of up to 100% of that element.
You may cancel at any time via your online booking or in writing by email to customersupport@slushltd.co.uk. Cancellation charges are calculated from the date we receive your cancellation:
| Notice before departure day | Cancellation charge |
|---|---|
| 57 days or more | Deposit paid |
| 29–56 days | 60% of total holiday cost |
| 15–28 days | 80% of total holiday cost |
| 14 days or fewer | 100% of total holiday cost |
Passengers who neither travel nor formally cancel are treated as no-shows, are deemed to have cancelled, and receive no refund. Anyone whose arrival in resort will be delayed by more than 24 hours must notify us in writing no later than the scheduled departure day with new arrival details; otherwise they may be treated as no-shows and their arrangements released. Insurance premiums and amendment fees are non-refundable in all circumstances. If your reason for cancelling is covered by your travel insurance, you may be able to recover charges from your insurer.
You may transfer your booking to another person who meets all the requirements of these conditions. Name changes are free more than 42 days before departure and £30 within 42 days of departure. Where a waiting list exists for your trip, we reserve the right to require that the transferee is taken in order from the top of the waiting list. You and the transferee are jointly liable for any additional supplier costs arising from the transfer. No refunds are given for unused services or passengers who do not travel.
We reserve the right to change or cancel your holiday. We will not cancel less than 35 days before departure except in instances of force majeure, your failure to pay, unacceptable behaviour, or failure to reach minimum passenger numbers.
If we make a significant change (for example a change of resort, a material downgrade of accommodation, a change of departure date, or a price increase above 8%), you may within a stated period either accept the change, take a substitute package of equivalent or higher quality where we can offer one (or a lower-quality substitute with an appropriate price reduction), or cancel with a full refund within 14 days. If you do not respond within 14 days of the first reminder, we may treat the changes as being accepted and revoke the offer of a refund.
Minor changes — such as changes of apartment type or allocation within the same residence, coach departure time changes of less than 12 hours, or a change of coach operator — do not entitle you to compensation or cancellation, though we will tell you about them where reasonably possible.
Compensation for cancellation or major change notified by us:
| Notice before departure | Compensation per person |
|---|---|
| More than 35 days | Nil |
| 29–35 days | £10 |
| 15–28 days | £20 |
| 14 days or fewer | £30 |
No compensation is payable for minor changes, changes or cancellations more than 35 days out, cancellation due to your non-payment, changes you requested, or force majeure. This scheme does not exclude any greater statutory entitlement you may have, and will be provided on top of any claims made under such statutory entitlement.
If you return home early in circumstances where we remain able to provide your holiday as contracted, we cannot refund unused arrangements and you are responsible for any additional costs. Your travel insurance may cover curtailment; claims should be made directly to your insurer.
If a problem arises in resort, report it to the relevant supplier and to our resort team or office in writing within 24 hours so we can attempt to resolve it on the spot. If the matter is not resolved during your holiday, you must write to us with full details and your booking reference within 28 days of your return. Failure to follow this procedure may affect our ability to investigate and may reduce or extinguish any claim. If a complaint cannot be resolved between us, it may be referred to arbitration under the ABTOT Travel Industry Arbitration Service, administered by Dispute Settlement Services (admin@disputesettlementservices.co.uk), subject to that scheme’s limits and fees.
We take care to ensure information on slushltd.co.uk and in our materials is accurate at publication. Photographs may show general resort scenes rather than specific apartments. Facilities described but not under our control may change; we will notify you where we reasonably can. Because many French apartments are individually owned, details such as bed linen, towels, and end-of-stay cleaning may not be confirmed at the time of booking — check inclusions with us before travel and reserve and pay for any extras directly in resort where required.
It is a condition of booking that every passenger holds travel insurance appropriate to a winter sports holiday, including cover for skiing or snowboarding, medical expenses, repatriation and cancellation. If you arrange insurance independently you must provide your insurer’s name and policy number when requested. We do not check, endorse, or accept responsibility for the suitability of any policy, and we accept no responsibility for losses suffered by passengers who are not appropriately insured.
Each passenger is personally responsible for holding valid travel documents and meeting the entry requirements of every country visited or transited, including any electronic travel authorisation requirements for the Schengen area that may apply at the time of travel. UK passport holders travelling to the EU should check both the issue and expiry dates of their passport against current gov.uk guidance. Any fines, penalties, or costs arising from your failure to comply are your responsibility, and you agree to reimburse us for any losses we incur as a result. We recommend obtaining a UK Global Health Insurance Card (GHIC) before departure. Non-British passport holders should obtain advice from the relevant embassy or consulate. Up-to-date travel advice is available from the Foreign, Commonwealth & Development Office at gov.uk/travelaware; FCDO advice against travel may constitute force majeure.
Except where these conditions expressly state otherwise, we will not be liable or pay compensation where our contractual obligations are affected by unavoidable and extraordinary circumstances which we or our suppliers could not, even with all due care, foresee or avoid. These include (without limitation) war or threat of war, terrorism, civil unrest, industrial action, actions of governments or authorities, road or border closures, natural disaster, fire, adverse weather including lack of snow or resort closure beyond our control, epidemics and pandemics, and unavoidable technical problems with transport.
Special requests must be made in writing at the time of booking. We will pass them on and try to accommodate them, but a noted request is not a guarantee, and failure to meet an unconfirmed request is not a breach of contract. We do not accept bookings conditional on a special request being met.
We will do everything we reasonably can to enable anyone with a disability or medical condition to enjoy our holidays. Please give us full details before booking so we can advise on the suitability of the arrangements; we may ask for a doctor’s confirmation of fitness to travel. Acting reasonably, if we cannot properly accommodate the needs of the person concerned, we will not confirm the booking, and if full details were not given at booking we may cancel with applicable cancellation charges. Keep us informed of any new or changed condition affecting your ability to travel.
Where coach travel is included, timings and pick-up points are arranged by us with our contracted coach operators and your organising committee, and the operator’s conditions of carriage apply to your journey. You are responsible for arriving at your departure point in good time; coaches run to tight schedules and will not wait for latecomers. If you miss your coach you are responsible for the cost and organisation of your onward journey. Local pick-up points cannot be guaranteed where fewer than 15 passengers require them.
Baggage. Each passenger may bring one soft-shell hold bag (maximum 18kg, maximum dimensions 76 × 45 × 45cm) and one small bag on board. Hard-shell cases will be refused. Ski and snowboard carriage is limited and must be pre-booked through the booking system; boots must be packed inside your main hold bag. You are responsible for your own baggage at all times, including ensuring it is loaded and unloaded onto the correct vehicle; we are not responsible for lost baggage.
All coach operators we contract must hold a Europe-wide 24-hour breakdown and recovery arrangement. In the event of a breakdown, the operator is responsible for roadside assistance and recovery; we will monitor progress and keep your group informed where possible.
Our accommodation is predominantly budget self-catering apartments. Provisions vary between residences; unless confirmed, you should not assume your package includes bed linen, towels, end-of-stay cleaning, Wi-Fi, televisions, or multiple key sets — check inclusions with us before travel. Unless otherwise specified, packages are priced on full occupancy of apartments, which may involve sharing double beds, sofa beds, or bunk beds, and we cannot guarantee that all sharing preferences will be met.
Keys are generally not available until 17:00 on arrival day and apartments must be vacated by 09:00 on departure day, cleaned and left as found. Report any pre-existing damage or maintenance issues directly to the residence reception within 24 hours of arrival; damage reported after that deadline may be treated as caused by you. Charges for cleaning, damage, or breakages not paid in resort will be deducted from damage deposits. A tourist tax may be payable locally where it is not included in your package price. Certain residences may additionally require a credit card pre-authorisation on arrival before issuing keys.
Behaviour. We reserve the right to terminate the holiday of any passenger whose conduct causes or is likely to cause damage, distress, danger, or serious annoyance to themselves, other passengers, staff, suppliers, property, or third parties, including at any event we organise or host. Where a holiday is terminated on these grounds our responsibilities cease, no refund or compensation is payable, and the passenger is liable for the full cost of any damage.
Drugs and intoxication. We operate a zero-tolerance policy on illegal drugs; anyone found in possession will be reported to the relevant authorities and their holiday terminated. Severely intoxicated passengers will not be permitted to board transport or attend organised events, with no refund or compensation.
Transport. Seat belts must be worn at all times on coaches. Alcohol may not be consumed on board any coach or transfer vehicle, and passengers perceived to be drunk will be refused boarding.
Residences. French law and custom require quiet in holiday accommodation between 22:00 and 08:00. Public nudity is treated as anti-social behaviour. Where a residence contracts additional security or night staff because of your or your group’s behaviour, the cost is yours and may be deducted from the communal deposit; residences may also issue fines for anti-social behaviour which must be paid on the spot or will be deducted from damage deposits.
A per-person damage deposit of £100 is payable as part of your holiday cost and is pooled with your group’s deposits into a communal deposit. This covers charges levied against you, your group, or any member of it, including damage, cleaning, or rubbish removal in apartments and communal areas; lost or damaged contents or keys; additional security costs or fines for anti-social behaviour; and damage to or cleaning of coaches, transfer vehicles, or public venues. Where damage attributed to you exceeds your deposit, you remain liable for the excess; where another group member’s charges exceed their deposit and cannot be recovered from them, we reserve the right to draw on the communal deposit. We may also require an additional deposit as a condition of allowing a passenger to continue their holiday following anti-social behaviour.
We aim to make deposit refunds claimable within 14 days of your return, though supplier delays in confirming charges may extend this; we will keep you updated. Deposits must be reclaimed within 42 days of return, after which we reserve the right to retain them. International refund transfers are at your cost. To contest a charge, notify us in writing with full supporting evidence within 7 days of our damage deposit notice.
You accept full responsibility for any damage or loss caused by you or any member of your party, payable to the supplier concerned, and you will indemnify us against any claims (including legal costs) resulting from your actions. Most suppliers require a security deposit paid directly on arrival; disputes about supplier-held deposits must be resolved directly with that supplier. Check your accommodation on arrival and report any existing damage immediately. You must take all reasonable steps to safeguard your personal property; we accept no liability for loss or damage to it except where caused by our negligence or that of our employees acting in the course of their employment.
As organiser of your package, we are responsible for the proper performance of all travel services included in your contract, whether performed by us or by our suppliers. We are not liable, and no compensation is payable, where the failure is attributable to you, to a third party unconnected with the provision of the services and was unforeseeable or unavoidable, or to unavoidable and extraordinary circumstances. It is for you to show that we or our suppliers have been negligent if you wish to claim.
Where we are liable, we will pay an appropriate price reduction and compensation, judged against relevant local standards, which may differ from those in the UK. Our liability is limited as follows:
For international carriage and hotel stays, our liability is limited as if we were carriers under the applicable international conventions (including the Athens, Berne/COTIF, and Paris Conventions), copies of which are available on request, and the operating carrier’s conditions of carriage are incorporated into your contract with us. When making any payment we may deduct sums you have received or are entitled to receive from a transport provider or hotelier for the same matter, and you must assign to us or our insurers any rights against third parties and provide reasonable assistance. We accept no responsibility for services that do not form part of our agreement, such as excursions or activities you book independently in resort.
If you are in difficulty during your holiday, including through circumstances beyond our control, we will provide prompt assistance as is reasonable in the circumstances — typically help in locating refreshments, accommodation, and communications, but not paying for them, where the difficulty is not our fault. We will not be liable for costs you incur in such circumstances without our prior authorisation. If your transport is cancelled or delayed by more than three hours, contact us and the transport operator immediately. A delay to one element of your arrangements does not automatically entitle you to cancel other elements.
Passengers consent to being photographed, filmed, and recorded at our trips and events without payment, and to the use of their image by SLUSH in any media for promotional purposes worldwide, with copyright in such recordings owned by SLUSH. We or our suppliers may use CCTV for the safety and security of customers, staff, and property, and footage may be shared with suppliers or law enforcement where appropriate.
Your booking is subject to our Privacy Policy, available at slushltd.co.uk.
All prices are quoted inclusive of VAT. Our holidays fall within the Tour Operators’ Margin Scheme (TOMS) for VAT purposes; we are unable to issue VAT invoices showing recoverable VAT and no VAT reclaim is possible on our packages.
Where independent suppliers provide services within your holiday, they do so in accordance with their own terms and conditions, which form part of your contract with us and may limit or exclude the supplier’s liability, usually in line with applicable international conventions. Copies of relevant terms are available on request.
Some departures are subject to a minimum passenger number, notified at booking. If your group does not meet the minimum, you will be offered the choice of paying a supplement or cancelling, in which case cancellation charges may apply. Where group numbers fall to 20 or fewer, we cannot guarantee in-resort representation and the group may be required to pay its own tourist tax at reception. We reserve the right to pass on additional transport costs caused by reduced group numbers.
These conditions are governed by the laws of England and Wales and any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales, save that if you live in Scotland or Northern Ireland you may choose the law and courts of your home jurisdiction. No variation of these conditions is binding unless made in writing.