1. Introduction
1.1. We are sorry to hear that you wish to cancel your holiday, and we promise to be by your side at every stage of the process.
1.2. You can contact us to cancel by WhatsApp or by email, and we will be happy to help you cancel and to arrange a future holiday.
2. Cancellation terms
2.1. Cancellation of the booking is subject to the Consumer Protection Law (Israel).
2.2. Refund terms:
- From 14 days after the booking date until 15 days before the arrival date: a refund of 50% of the total transaction.
- Between 15 days and 8 days before the arrival date: a refund of 30% of the total transaction.
- From 8 days before the arrival date until the arrival date: no refund (0%).
2.3. If the customer finds a replacement, they must notify the company and ensure a full handover.
3. General conditions
3.1. Cleaning: the apartment will be handed over to the customer clean. If it is returned in a condition that is not clean, a charge will be taken from the deposit.
3.3. Insurance: the customer must hold insurance for all the days of the holiday, including winter sports and personal insurance.
3.4. Credit card deposit: it will be collected a few days before entering the apartment, and will be managed by a third party responsible for cleaning and maintenance. If required, the third party may collect these expenses from the deposit immediately.
3.5. Apartment keys: losing a key will result in a significant fine.
3.6. Proper conduct: the customer must act in accordance with the rules of the place. The company is not responsible for the customers' behaviour during the holiday.
3.8. Booking confirmation: the booking will be confirmed only after full actual payment and its approval by the company.
4. Faults, discrepancies and irregularities at the accommodation
4.1. The accommodation is provided by external suppliers and is under their sole responsibility.
4.2. The company will assist with the suppliers as far as possible, but is not directly responsible for maintenance, cleaning or facilities.
4.3. Routine faults are not grounds for a refund, but will be dealt with through the supplier.
4.4. In exceptional cases, the company will consider providing an alternative solution at its discretion.
4.5. Any fault must be reported as soon as possible to the company's representatives on site or to the service centre.
6. Force majeure
6.1. The company will not be liable for delays, cancellations or disruption of services due to circumstances beyond its control (such as an epidemic, war, a strike or extreme weather).
6.2. In the event of a cancellation due to force majeure, the company will look with the suppliers into the possibility of an alternative date or a credit voucher, but does not undertake to give a refund.
6.3. Customers whose insurance includes a cancellation clause for force majeure will be referred to the insurance company.
6.4. Special clause: emergencies, war and closed airspace (as in the situation with Iran)
In a security emergency, war, closure of the airspace or widespread flight cancellations, the company's extended cancellation policy, "Emergencies, war and force majeure", also applies. The policy sets out what happens with flights, apartments and ski passes, what happens if you are already on holiday, and how it works with cancellation insurance. The policy is part of these terms.
7. Limitation of liability
7.1. The company provides intermediary, support and operating services for holiday packages, and is not the direct supplier of most of the services included in the package. The company's liability is limited to coordination and supervision with the relevant suppliers only.
7.2. The company will bear no liability for any damage, loss or distress caused by:
- Failures, delays, disruptions or errors on the part of the service suppliers.
- Flight delays or flight cancellations by the airline.
- Exceptional weather conditions that prevent skiing or a planned activity.
- Delay or loss of luggage at the airport.
- Government decisions or restrictions (such as a lockdown or quarantine requirements).
7.3. The company will do its best to help the customer in any exceptional case, but this is not an undertaking to pay financial compensation or to provide an alternative service, unless it has undertaken to do so in advance and in writing.
7.4. The company will bear no liability for consequential, indirect or incidental damage, even if it could have been foreseen in advance.
7.5. In any case, to the extent that the company's liability is established by law, this liability is limited to the amount actually paid by the customer for the package, and no more.
8. Information and photos
8.1. All the information published by the company is intended as a general illustration only.
8.2. There may be differences between the information shown and the services actually provided on site.
8.3. The company strives to show accurate information, but is not responsible for typing errors or inaccuracies that are not material.
8.4. Minor changes (such as in colour, design, type of bed or location in the building) are not grounds for cancelling the transaction.
8.5. In the event of a material change, the company will inform the customer in advance and offer a suitable alternative.
9. Customer declaration
9.1. By approving this document, I confirm that I have read and understood the terms, and that all the clauses of the agreement have been brought to my attention.
9.2. I approve the terms of my own free will and in accordance with the provisions of the Consumer Protection Law, 5741-1981 (Israel).
Emergencies, war and force majeure: apartments
An important clarification about the nature of the service and the suppliers' policies
A significant part of the holiday services is provided through external suppliers outside Israel, including airlines, apartment owners, equipment rental companies and ski pass suppliers. Accordingly, in cases of cancellation, change or an exceptional event, we are also subject to the cancellation and refund policies of those suppliers.
In light of the events of the previous season, some suppliers have even updated and tightened their cancellation terms. That is why it is important to us to set out in advance, with full transparency, how we act in each case.
Apartments and accommodation: we help limit the loss
In most cases, once the booking has been made and confirmed with the apartment supplier, the payment is subject to the supplier's cancellation policy and is sometimes non-refundable.
Where a refund cannot be obtained, we will make an effort to help reduce the loss. Among other things, we can help advertise the apartment in relevant groups and channels and try to find other guests who could use the booking.
If a payment is received as a result of passing the booking on to other guests, the relevant amount will be passed on to the customer according to what was actually received.
In summary
We cannot control the decisions of airlines, apartment owners, ski resorts or the other suppliers outside Israel.
What we can commit to is to act with full transparency, to keep you informed of any material information, to pass on to you any refund received on your behalf, and to help as much as possible to find solutions in the event of a change or an unforeseen event.
Our goal is for you to know in advance exactly what the booking terms are, and that even in an exceptional situation you will have someone to deal with and to get help from.
This policy supplements the regular terms and cancellation policy, and refers specifically to exceptional cases of war, mass flight cancellations or force majeure.