General Conditions of Sale

Chatel Transfer is a trading name of Chatel Transfer SARL, with its registered office in 8 Rue de la Gare Thonnance les moulins, France, and is hereinafter referred to as ‘The Company’. The term ‘Client’ refers to any individual making a booking. If the booking is for two or more people, the individual will be deemed the ‘party leader’ and will bear responsibility for all travelers in the booking. The party leader will be the primary contact for all information and matters concerning the booking.

1. BOOKINGS

  1. Bookings may be made online, by phone, or via email.
  2. By making a booking through any of these methods, the client agrees to these terms and conditions, confirming they have the legal capacity to do so on behalf of all travelers in the booking.
  3. Bookings must be made in advance and cannot be made on arrival at Geneva airport. In the inevitable case that you arrive at Geneva and haven’t made a booking please call to find out if there a possible solution for you to travel with us. Payment via our online system must be received in advance of travel.
  4. The client is responsible for providing accurate contact details, including a working email and mobile number. Any failure in services due to incorrect information or the inability to contact the client will be the client’s responsibility, with no compensation offered.
  5. The client must provide accurate flight information, including flight number and local arrival and departure times. All our schedules are based on provided times by the client, and errors in this information will not be the responsibility of Chatel Transfer.  If the client provides the take-off time instead of the arrival time, Chatel Transfer reserves the right to reschedule an alternative pickup (if available) and re-charge for the new service. If no replacement vehicle is available, Chatel Transfer accepts no liability and will not offer compensation or a refund.
  6. The client is responsible for providing accurate pickup and drop-off locations and carrying directions to assist the driver. If accommodation details are not provided and cannot be found after 15 minutes of searching, Chatel Transfer may drop the client at the nearest tourist office or charge for additional driver time, where scheduling permits.
  7. The client must check that the travel voucher information is correct. The Company is not liable for delays due to incorrect or incomplete information.
  8. It is the client’s responsibility to inform Chatel Transfer of any changes to booking details.
  9. The client must relay any relevant information and requirements from Chatel Transfer to all passengers in the booking.

2. PAYMENT

  1. Full payment is required at the time of booking with Chatel Transfer.
  2. Bookings are not confirmed until payment is received.
  3. Payment options include:
    – Credit/Debit Card via the website or phone
    – Bank Transfer (must be received 24 hours before travel)  
    – By providing card details, the client authorizes Chatel Transfer to process the payment. Card details are not stored.

3. BOOKING CONFIRMATION

  1. Subject to availability, bookings are confirmed when a confirmation email and travel voucher are sent. Out-of-season bookings may take longer, especially on weekends.
  2. If confirmation is not received, the client must contact Chatel Transfer to resolve the issue.
  3. The client should check voucher details upon receipt and report any errors immediately.
  4. Shared transfers for flights between 09:00 and 21:00 are guaranteed. Outside these hours, if a shared transfer cannot be fulfilled, Chatel Transfer may offer a private transfer or cancel with a full refund (48 hours before travel). Within 48 hours, transfers are honored.
  5. The travel voucher must be presented to the driver or representative on request.

4. BOOKING AMENDMENTS AND CANCELLATIONS

Amendments

  1. Requests for amendments should be emailed to Chatel Transfer at least 14 days before travel.
  2. Requests received 14 days before travel may be used for a replacement service, subject to availability.
  3. Changes to destination, date, or travel time within 14 days will be considered and dealt with subject to availability. 
  4. Reductions in passenger numbers within 7 days of travel are non-refundable.
  5. Changes to travel time within 7 days may incur a €25 administration fee and are subject to availability.
  6. Minor amendments, such as changes to contact details or baby seats, must be confirmed 24 hours before travel, may incur a €25 fee.
  7. Short-notice additions of sports equipment may incur extra costs, subject to confirmation.

Cancellations

  1. The client may cancel a booking at any time.
    – Cancellations made 7 days before travel will be fully refunded minus 25€ admin fees.
    – No refunds are provided for cancellations within 7 days of travel, though documentation for insurance claims can be supplied on request.
  2. If Chatel Transfer cancels a confirmed booking, a full refund or alternative travel option will be offered.
  3. Refunds are issued in EUR, with Chatel Transfer accepting no liability for exchange rate losses.

5. COVID-19 RELATED BOOKING CHANGES AND CANCELLATIONS WITHIN 7 DAYS OF TRAVEL

The following terms apply to COVID-19-related changes and cancellations and are temporary, subject to the conditions specified.

  1. Extended Transfer Validity
    – Clients may transfer their booking to a future date, up to 18 months from the original travel date, if any of the following occurs:
    – i. A national lockdown imposed by the client’s home government restricts travel to France on the booked date.
    – ii. The French government enacts a total block or requires a ‘compelling reason’ to enter France from the client’s home country on the booked date.
    – iii. National or regional French authorities close the ski resort for the date of travel.
  2. No Refund or Credit for Other COVID-19 Reasons
    – For all other COVID-19-related cancellations, no refund or credit will be issued. By making a booking, the client agrees that adequate travel insurance will cover any losses. Non-refundable reasons include, but are not limited to:
    – i. Symptoms of COVID-19 prevent a client or party member from travelling.
    – ii. Positive COVID-19 test for the client or a party member.
    – iii. Insufficient documentation (e.g., test results, travel permits) for border crossing.
    – iv. Change of mind regarding travel.
    – v. Client or party member’s COVID-19 diagnosis.
    – vi. Flight cancellations or consolidations.
    – vii. COVID-related accommodation cancellation.

6. STANDARD OPERATING PROCEDURES

  1. Private Transfers
    – i. Clients and their party will travel in a private vehicle, with no other clients sharing the ride.
    – ii. Private transfers are available year-round, pending availability.
    – iii. Private transfers operate on a door-to-door basis.
    – iv. Arrival at the Airport: Drivers will wait with a sign displaying the client’s name, or a coat, hat or sweatshirt displaying Chatel Transfer. If clients cannot locate their driver, they should go to the seating area at the TEKOE bar Terminal 1, by exit door 3, opposite the UBS bank and cashpoints. Drivers for Terminal 2 arrivals will wait by the exit door after the baggage hall. Waiting times at the airport: Your driver will wait for you for up to 60 minutes after your original scheduled pick-up time. This time is calculated by the original scheduled flight time +60 minutes (clearing customs) +60 minutes for unforeseen flight delays.  After this time delayed terms (see Section 11) will apply.  
    – v. Departure from Resort:
    1. The provisional pickup time is subject to adjustment by the company, factoring in weather, traffic, and other considerations.
    2. The confirmed pickup time will be sent to clients via SMS the day before departure.
    3. Special pickup time requests will be accommodated when possible but require a waiver if external service costs (e.g., missed flights) are incurred.
    4. Confirmation SMS for departure from the resort is sent between 18:00h and 18:05h each day. If the SMS confirmation is not received by 18:15h the day before travel, it is the client’s responsibility to contact Chatel Transfer at +33 787 04 21 45.
    5. The driver will wait up to 10 minutes past the pickup time. If contact cannot be made, the client will be considered a ‘no-show,’ and no refund or compensation will be provided.
  2. Shared Transfers
    – i. Shared transfers are available seasonally, between December and beginning of April in the valley d’Abondance area.
    – ii. Shared transfers may include multiple groups, with possible staggered timings upon arrival or departure.
    – iii. Shared services are door-to-door.
    – iv. Airport Arrival: Clients must make their way to the TEKOE café seating area near exit door number 3 at Terminal 1, Geneva Airport. Terminal 2 arrivals should proceed to Terminal 1, TEKOE café seating area, near exit door number 3. They will be greeted by a driver or representative for transfer at the earliest available time.
    – v. Waiting Times at the Airport:
    1. Clients may need to wait up to 60 minutes from their original pick-up time to join a shared transfer.
    2. Clients reaching the pick-up point earlier than 30 minutes after their original scheduled landing time may still have a 90-minute waiting time. Although we will do our best to accommodate you as soon as possible.
    3. For flights arriving outside the 09:00-20:00 window, waiting times may extend beyond 60 minutes, with no maximum wait time guaranteed.
    4. The last shared transfer of the day will wait for delayed passengers, but clients preferring immediate departure should book a private transfer.
    5. If an earlier shared departure is available, clients may join at no additional cost.
    6. If the client arrives at the pick-up point more than 60 minutes after their flight lands for any reason, delayed terms (see Section 11) will apply.
    vi. Departure from Resort:
    1. The travel voucher will display a provisional pick-up time. The client will receive a confirmed pick-up time via SMS the day before departure between 18:00h and 18:05h. 
    2. Pick-Up Times for flights scheduled to take off between 09:00h and 21:00h may be scheduled up to 5 hours before the flight. During peak weekends or periods of high traffic forecasted by French or Swiss authorities, the company reserves the right to re-schedule pick-ups earlier to ensure client safety and provide ample travel time. 
    3. Pick-Up Times for flights departing before 09:00h and after 21:00h, pick-up times may be adjusted to accommodate other passengers. In some cases, if passenger numbers are low, the client may be grouped with passengers on earlier transfers. This scenario is rare but ensures the economic viability of shared transfers during low-demand hours. Clients preferring a flexible departure time for early morning flights should consider booking a private transfer.
    4. Adjustment for Travel Conditions: Pick-up times will align with other passengers’ flight schedules and may be adjusted at the company’s discretion based on factors such as weather conditions, expected traffic, road works, government directives, and overall safety.
  3. SMS Confirmation Responsibility -departure from resort. 
    – It is the client’s responsibility to contact Chatel Transfer at +33 787 04 21 45 if by 18:15h the day before travel the SMS confirmation has not been received.
    – If the SMS is not received due to network issues or device settings (e.g., insufficient network coverage or roaming settings), Chatel Transfer is not liable if the client’s device fails to receive the message. The client must ensure their device is properly configured to receive the SMS.
  4. Waiting Time at Pick-Up Point
    – The Chatel Transfer vehicle will wait for a maximum of 5 minutes at the specified pick-up point. If the client is not present within this timeframe, the driver will depart.
  5. No-Show Policy
    – If the client cannot be contacted within the waiting time, they will be considered a ‘no-show,’ and the vehicle will depart. In such cases, no refund or compensation will be provided.

7. COVID-19 EXTRAORDINARY OPERATING PROCEDURES

  1. Clients are encouraged to check Covid-19 information page for the latest operational updates. Our operations will follow guidelines and mandates from French transport authorities.

8. COVID-19 POTENTIAL CHANGES TO STANDARD OPERATING PROCEDURES

  1. Chatel Transfer reserves the right to modify standard operational procedures in accordance with changes in French or Swiss government guidelines, regulations, or legal requirements that impact service delivery. Adjustments may include, but are not limited to, airport waiting times, pick-up lead times, meeting points, and boarding protocols, to ensure compliance with health and safety requirements.

9. BAGGAGE

  1. Each passenger is responsible for carrying his or her baggage. The client is permitted to carry up to two pieces of luggage: one standard-sized hold bag (max weight: 23kg) and one piece of hand luggage. Additionally, one ski/snowboard bag (up to 190cm in length) or a bike box/bag (max dimensions: 160cm x 80cm x 30cm) is allowed, provided it is declared at the time of booking. The driver is not responsible for carrying and loading your baggage. He/she will help wherever possible.
  2. If the client’s equipment exceeds the specified dimensions, Chatel Transfer reserves the right to charge an excess baggage fee or deny transport. Carriage may be refused if undeclared or oversized items exceed baggage limits.
  3. Chatel Transfer accepts no responsibility for loss or damage to personal belongings. Clients should ensure adequate insurance coverage for their belongings.

10.MINORS

  1. Children under 16 must travel with an adult. While travelling, any passenger under 16 remains the responsibility of the accompanying adult. 
  2. In compliance with European law, children under 10, under 36kg or shorter than 1m35 must use appropriate baby, child or booster seats. These will be provided at no additional cost, but clients must notify Chatel Transfer of this requirement at the time of booking. All clients are responsible for securing the seats and the child into the relevant seats.
  3. If specialized equipment is required for safe transport, clients should either provide their own or consult with Chatel Transfer in advance.

11. FLIGHT DELAYS, FLIGHT CANCELLATIONS, AND RESCHEDULED FLIGHTS

  1. Clients should inform Chatel Transfer immediately if aware of any flight delays.
  2. For delayed arrivals, the standard waiting rules may not apply.
  3. On-Time Arrivals: If clients do not arrive at the pick-up point within 60 minutes of their flight’s original scheduled arrival time, they will be considered delayed. If passport control or baggage reclaim delays them, they should contact Chatel Transfer at +33 7 87 04 21 45 to discuss rescheduling. Rebooking on the next available transfer may be offered at the company’s discretion. 
  4. Delays up to 60 minutes: Passengers arriving within 60 minutes of the scheduled time may be rebooked on the next available transfer. No additional fee will apply if a driver is available to wait.
  5. Delays up to 150 minutes: For delays between 60 minutes and 150 minutes, passengers may be rescheduled, private transfers may be rescheduled to a shared transfer with no refund and subject to availability. If a driver can wait, a charge of €35 per hour pro rata applies.
  6. Delays Over 151 minutes: If a flight delay exceeds 151 minutes it will be considered a ‘no-show,’ and a new booking will be required at full cost. Documentation will be provided for travel insurance claims upon request.
  7. Diverted Flights: In case of a flight diversion, the airline will transport passengers to Geneva Airport, arrivals outside of the hours of 00:15h and 7:00h the same delay rules will apply, otherwise contact Chatel Transfer to find out the possible solutions, which may be a transfer on the next day. Chatel Transfer cannot be responsible for flight diversions and picking up clients who have been diverted to other airports.
  8. Cancelled Flights: Transfers cancelled within 7 days of travel due to flight cancellation are non-refundable. Documentation will be provided for insurance claims if needed.
  9. Rescheduled Flights: Clients must inform Chatel Transfer of any rescheduling. Rebooking efforts will be made, but delay-related terms may still apply.
  10. Next Available Transfer: Delayed clients may need to wait or share a vehicle for the next available transfer. Clients unwilling to wait are free to arrange alternative transport at their own expense. In some cases, rescheduling may involve travel the following day or incur an additional fee.
  11. No Contact within 60 Minutes: If clients do not contact Chatel Transfer within 60 minutes of their flight’s actual landing time, they will be considered a ‘no-show,’ and the driver may leave. The client would then need to book and pay for a new transfer.

12. OUTSOURCING

  1. Chatel Transfer reserves the right to outsource or subcontract bookings to other licensed transport companies. Please be aware that when travelling with a partner company, operating terms and conditions may vary.

13. DURING YOUR JOURNEY / CLIENT BEHAVIOR

  1. All passengers must wear seat belts throughout the journey. Parents or guardians are responsible for ensuring seat belts are fastened for any passenger under 16.
  2. Eating is not permitted in any Chatel Transfer vehicle.
  3. The consumption of alcohol or drugs is strictly prohibited. Any attempt to consume these substances will result in immediate withdrawal of service, and clients will be dropped off at the nearest safe location. No refunds or compensation will be given.
  4. Smoking or vaping is strictly prohibited. Violating this rule will result in service termination and immediate drop-off. No refunds or compensation will be provided.
  5. Chatel Transfer reserves the right to deny service to passengers under the influence of alcohol or drugs or behaving in a threatening or abusive manner. In such cases, service will be terminated, and no refund will be issued.
  6. Passengers who soil a vehicle will be charged €100 to cover cleaning costs, payable to the driver at the time of the incident. Failure to pay this charge may result in cancellation of future bookings.
  7. Animals, except for guide dogs, are not allowed in Chatel Transfer vehicles.
  8. Clients are expected to dispose of litter responsibly.
  9. Any damage to the vehicle, internal or external, must be compensated by the client immediately.

14. SERVICE FAILURE AND FORCE MAJEURE

  1. Chatel Transfer will make every effort to ensure timely pick-up and journey completion.
    – i. Service failures within Chatel Transfers control will be addressed by the company.
    – ii. Chatel Transfer reserves the right to seek alternative solutions to operational issues.
    – iii. Clients opting for replacement services without prior agreement will not receive compensation.
    – iv. Compensation for service failure, if applicable, will be considered after investigation and limited to the booking’s value.
  2. Chatel Transfer accepts no liability for delays or additional costs due to circumstances beyond its control, such as:
    – i.Traffic accidents
    – ii.Accidents causing delays
    – iii.Vehicle breakdowns
    – iv.Passenger-related issues
    – v.Industrial action
    – vi.Civil unrest
    – vii.Damage by third parties
    -viii.Severe weather conditions
    – ix.Government or law enforcement actions
    – x.Force Majeure events (war, natural disasters, pandemics, etc.)
  3. For any transfer issues, clients should contact Chatel Transfer as soon as possible. Details can also be sent in writing to info@chateltransfer.com

15. INSURANCE

  1. Chatel Transfer strongly recommends that clients secure comprehensive travel insurance that covers cancellation, missed flights, medical assistance, repatriation, winter sports, lost baggage, and expenses due to uncontrollable factors.
  2. For the transport of passengers and vehicles Chatel Transfer is insured under the policy number n° 11191240004 AXA FRANCE
  3. For civil liability insurance, Chatel Transfer is insured under the policy number 0000021814055904 AXA FRANCE

LEGAL

  1. Chatel Transfer is a French-registered company, registration number 87749254600040 governed by the French Code of Transport for passengers less than 9 places. Chatel Transfer operates under the licence no: 2024/44/0001309
  2. Client data will remain confidential and only used for completing transfers. Refer to our RGDP for more details.
  3. Unresolved disputes will first be referred to mediation. If unsuccessful, they will proceed through the French legal system in accordance with Article L612-1 of the French Consumer Code, every consumer has the right to use a consumer mediator free of charge to resolve any dispute with a professional. For cases that cannot be resolved directly between our company and the client, we provide access to the following mediator:
    CM2C   49 Rue de Ponthieu 75008 Paris  
    Email: cm2c@cm2c.net
    This mediation service ensures an effective process for the amicable resolution of disputes. This service is available when the client has not been able to resolve the issue directly with the company. 
  4. Website pricing errors will be corrected promptly. Chatel Transfer reserves the right to cancel bookings made with erroneous pricing and provide a refund.
  5. Terms and Conditions are subject to change without notice.
  6. Chatel Transfer reserves the right to apply fuel surcharges to reflect unforeseen fuel price increases.

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