General terms and conditions (GTC)

• All ticket and event pass sales are final and non-refundable.
• All sales of ski passes are final and non-refundable. The general terms and conditions of Arosa Bergbahnen apply.
• Purchases made in our shop are generally excluded from exchange and refund.
• Terms and conditions for the sale of packages, hotel rooms and vacation home rentals are managed by Arosa Tourism and can be found here: https://arosalenzerheide.swiss/2-pdf/AGB/agb-arosa-lenzerheide.pdf (german)

These terms & conditions, valid from 15.05.2023, are also briefly listed here in English:

Payment conditions

All prices are per hotel room/holiday apartment, in Swiss francs and include, in addition to any special booked offers, the obligatory local taxes, service and VAT.
When booking third-party services, the customer can choose between the payment methods shown. Invoicing – if offered – is only possible for bookings made more than 45 days before arrival.
The deposit of 30% of the booking amount must be paid within seven days of receipt of the invoice. The balance is due 30 days before arrival.
If payment is not made on time, Arosa Tourism shall set the customer a short grace period on behalf of the service provider. If this grace period expires unsuccessfully, the contract shall be deemed canceled and the cancellation conditions shall apply.
If payment is made by credit card, the total amount will be charged when the booking is confirmed. If the credit card payment is not honored, the booking is considered cancelled and the cancellation conditions apply.
Additional costs (in particular bed linen, final cleaning and pets) which are not included in the basic price and which have not been settled with the invoice must generally be paid in cash and in Swiss francs to the service provider at the end of the contract. The description of the individual accommodations lists the ancillary costs and provides information on how these costs are to be paid. Details of the additional costs can also be found in the booking confirmation.
In the case of holiday apartments and vacation homes, the service provider may request a deposit when the keys are handed over, the amount of which can be found in the service description. The deposit must be paid in cash and in Swiss francs. The deposit will be charged when the keys are returned. The deposit is used to pay ancillary costs not included in the basic price and to secure any claims for damages.
The service providers have authorized Arosa Tourism to receive the payments in the name of the respective service provider on the account of Arosa Tourism. When the payment is credited to the account of Arosa Tourism, the customer has fulfilled his payment obligations towards the service provider.
In the case of bank transfers, the booking number stated on the booking confirmation must be quoted. The corresponding bank account details of Arosa Tourism are listed on the booking confirmation.

Cancellation fees

If the customer cancels a booking for any reason, the following cancellation terms apply:

• Up to 60 days prior to arrival – no charge
• 59 – 31 days prior to arrival, 30% of the booking amount is due
• 30 – 0 days prior to arrival (no-show) full amount is due

In the event of an early departure, no refunds will be given for any unused services.
If the accommodation service originally agreed with the customer can be made available to a third party under the same conditions as in the original contract (in particular at the same price and for the same duration) (replacement booking), a handling fee of CHF 100.00 will be charged. If the third party purchases the service for a shorter period and/or at a lower price, the difference up to the amount stated above shall remain payable. Arosa Tourism will provide the customer with a statement of account on behalf of the service provider up to ten days after the scheduled end of the contract and will transfer any balance to the customer’s bank account. If there is a balance in favor of the Provider of Service, it shall be payable upon receipt of the statement by the Customer.
The date of receipt of the customer’s declaration by Arosa Tourism during normal office hours shall be decisive for calculating the cancellation or change date; on Saturdays, Sundays and public holidays, the next working day shall be decisive. This regulation also applies to notifications by e-mail, via the website, telephone answering machine, fax or other electronic means of communication. Cancellations are final when they have been confirmed in writing by Arosa Tourism. Cancellation insurance is recommended. Cancellation insurance can be taken out with Arosa Tourism at the time of booking or online here: https://nomadicboys.com/travel-insurance-go (with a 5% discount!).

Delivery of the property and arrival

The rental agency will contact the client no later than ten days before the beginning of the contract to arrange the handover and return of the contractual property. The above-mentioned regulation does not apply to hotels.
The client is responsible for the arrival. In the event of late arrival, the agreed price shall remain payable in full and there shall be no refund for services not used.

Duties and obligations of the client for vacation rentals

The booked property may not be occupied by more than the number of persons indicated in the confirmation. The conditions of use of the property (in particular the regulations regarding pets, smoking or noise), which are included in the service description, as well as the house rules, must be observed. If the Customer violates the Terms of Use or the House Rules (e.g. by overcrowding or keeping pets), or if the Customer (or any co-users) causes excessive and/or repeated disturbance, the Service Provider may set the Customer a short grace period to remedy the situation that is in violation of the contract and, if the grace period expires without result, terminate the contract without notice. The price paid will not be refunded. The Service Provider reserves the right to claim damages.
If the customer discovers any defects at the beginning of the contract, these must be reported to the service provider immediately. Otherwise, it is assumed that the object of the contract has been handed over in the condition stipulated in the contract.
If defects occur during the term of the contract, the Service Provider must also be notified immediately. In the event of defects, the Service Provider shall be responsible for remedying them. If the defect is not remedied within a reasonable period of time and if it is a significant defect that precludes continuation of the contract, the customer may terminate the contract without notice.

Changes in services and prices

The service providers expressly reserve the right to change service descriptions and prices prior to the conclusion of the contract. The service provider or Arosa Tourism will inform the customer of any changes when the contract is concluded.
After conclusion of the contract, the service provider reserves the right to change the services in the event of unforeseeable or unavoidable events or force majeure. The Service Provider will endeavor to offer equivalent replacement services. If this is not possible, or if the customer refuses the replacement service for good cause within five days of receiving notice of a material change to the contract, the amount already paid will be refunded to the exclusion of any further claims.
After the conclusion of the contract, the Service Provider reserves the right to terminate the contract without compensation within three working days of the conclusion of the contract in the event of incorrectly communicated contractual conditions (in particular with regard to the price or availability of the Service). The Service Provider will endeavor to conclude a new contract for an equivalent service. If this is not possible, or if the customer rejects the new contract within five days of receipt of the notification, the amount already paid will be refunded to the exclusion of any further claims.

Liability

The service provider is responsible to the customer for the provision of the agreed services in accordance with the contract, as set out in the invitation to tender and booking confirmation, whereby any liability is excluded to the extent permitted by law. All information (in particular regarding public facilities such as the availability and opening times of swimming pools, restaurants, climatic conditions or the availability of means of transport) is provided without guarantee.
Arosa Tourism is responsible for the correct booking, but does not accept any liability for the service providers, their assistants, the sales agents used, wasted holiday time and/or frustration. Arosa Tourism excludes any liability to the extent permitted by law.

Ombudsman of the Swiss Travel Industry

The Ombudsman of the Swiss Travel Industry can be contacted before a legal dispute arises. In the event of a disagreement between a customer and a Swiss travel company, the ombudsman will try to find a fair and balanced solution for both parties.
Contact: Ombudsman of the Swiss Travel Industry, Etzelstrasse 42, P.O. Box, 8038 Zurich.
The place of jurisdiction is Chur and Swiss Law is applicable (OR 97 and 264).

Need help? Please contact us!

Arosa Tourism
Sport & Congress Center 7050 Arosa
Phone +41 81 378 70 20
arosa@arosa.swiss