Terms & Conditions
Important details for your ticket purchases with us
I. OTP Holidays Ltd (OTP) acts as issuing agents for Swiss Federal Railways & Swiss Travel System (STS).
II. Swiss Transfer Tickets (STT) and Swiss Cards (SC) are valid for use within 6 months from the date of issue. STT and SC will become valid for 1 month from the first date of use.
III. Swiss Pass, Swiss Saver Pass, Swiss Flexi Pass, Swiss Saver Flexi Pass and Youth Pass are issued with the period of travel printed on the pass. (Passes cannot be open-dated.)
IV. All orders send by post or courier will require a signature upon receipt, for information
V. All customers will be required to fill in their name, country of residence and passport number on the tickets.
VI. Holders of STT, SC or Swiss Flexi Pass should only enter the first date of travel on their pass immediately before boarding the train on that particular day of travel. Similarly, the return date must be filled in on the last date of use.
VII. Refund requests for unused or cancelled STS products/orders or other SwissPasses.com products/orders offered should be returned to OTP within 1 month from the date of issue (or date of order), with a covering letter and must be sent (and received) at our Swiss office before processing - please email us for the address. An automatic 20% cancellation charge per person will be applied (minimum charge GBP 4 or equivalent) for such items and for any orders placed, where refunds can be made. Please note that Fly-Luggage labels and vouchers, European tickets and Seat Reservations are non-refundable. You are advised to send requests for refunds Special Delivery as we cannot start processing any refunds without the original tickets. Queries about or delayed luggage (Fly-Luggage) need to be addressed direct to Swiss Rail as they operate the service and not SwissPasses.com. Please check tickets and passes carefully when you receive them as any mistakes or changes need to be rectified or made prior to travel
VIII. No refunds are granted for partially used, lost or stolen tickets and it is not possible to issue duplicate tickets. Refund requests for partially used STT and SC in case of sickness or accident, must be supported by proper documentation along with a covering letter and submitted to OTP, along with the original ticket stamped by SBB (shipping/postage costs to be paid by the person returning the order). This information will be forwarded to STS who will make the final decision regarding any refund. There are no refunds for unused reservations after the date of reserved travel. Exceptions to this are listed in the Passenger Rights SBB document here.
IX. OTP reserves the right to alter its prices and conditions at any time and without notice. Once purchased and order accepted, the price you paid is guaranteed. In the same way if prices (due to exchange rate fluctuation etc...) go down, there is no refund on the difference.
X. Due to the STS system setup, we regret it is not possible to issue a Swiss Transfer Ticket, Swiss Card, Swiss Pass, Swiss Saver Pass, Swiss Flexi Pass, Swiss Saver Flexi Pass, Swiss Youth Pass or Swiss Half Fare Card more than 2 months before your travel date, and some tickets cannot be issued more than 1 month prior to start date. Should your departure date be more than 2 months (or 1 month for cetain tickets) ahead, you may either :- a) contact us again within 1 or 2 months of your travel date to book or b) continue now with your booking but we shall keep your booking on file to be processed as soon as it becomes available to issue. Orders are normally dispatched 1 month prior to travel start date.
XI. OTP reserves the right not to process any bookings made online if departure is within 4 working days of travel, unless Special Delivery is paid.
XII. Posting: We send all tickets Special Delivery 1pm unless other options for addresses outside UK are paid. We will prioritise our ticketing based on departure date and aim to process your tickets within 2-3 working days. During peak periods, this may take longer but please allow us sufficient time to handle your request. Ski Passes for resorts where we offer a personal collection of your passes and delivery to your hotel is in-lieu of posting a voucher to your home address. Any refund of key cards (where offered) needs the cards to be posted back to our Swiss office
XIII. Special Delivery: Special Delivery (9am or 1pm) means that Royal Mail
guarantees delivery by 9am or 1pm the next working day after posting. There are some
postcodes in the UK which have different guaranteed delivery times. They are listed
You should note XII above regarding dispatching tickets, in particular note that choosing Special Delivery does not mean that tickets will be posted the same day - if urgent, please call us. You should note that during any industrial action or extreme adverse weather conditions Royal Mail withdraws the guaranteed delivery times so we stongly recommend collection at the Swiss Airport, which is a delivery method not reliant on Royal Mail.
XIV. Delivery: We will send your tickets by your chosen method and to the address stated on the order. OTP has no responsibility for the failure of Royal Mail, Swiss Post or other Postal Service / Carrier to deliver on time, or if you are not in when they attempt to deliver. You always have the option to have your tickets delivered to a work address if you prefer. If you have any doubts about your ability to be in to sign for these tickets, we recommend that you choose the 'Collect Tickets at Swiss Airport' option. Whilst we will, of course, endeavour to assist you where we can, our obligation to you is over once we have correctly sent the tickets to your chosen address and by your chosen method.
XVII. Best Price Guarantee: we guarantee that you cannot buy these tickets anywhere else in the UK for less! In the very unlikely event that you do find them cheaper, call us on +44 844 58 58 509 (UK) and we will more than match it! Remember to take into account other charges levied by companies like booking fees, credit card fees etc... that we do not charge - we have no hidden fees! The guarantee applies to the UK retail price and does not include any temporary upgrade or special offers offers. Please note that special offers are limited in time. The 2015 20% cash back offer is for orders placed by 31st October 2015.
XVIII. Ski Rental Agreement - Terms and Conditions: The purpose of the Ski Rental section of this website is to establish a rental agreement between you (the "Client") and a snow equipment shop (the "Shop") to rent snow equipment ("Equipment") chosen on this Site, in a resort chosen by you for a period determined by you at a price determined on this Site. SwissPasses.com ("OTP") is acting on behalf of the Shop (as its introducing agent) to make a booking for you, the Client, with the Shop. Any liabilities arising out of the rental and use of the Equipment remain with the Shop. By using this Site you agree to be legally bound by these Terms and Conditions which take effect immediately on your first use of this Site.
XIX. Hire Price: The cost per day of renting the equipment varies depending on the length of the rental period chosen. Where a refund is requested because the equipment was used for a shorter period, the amount to be refunded will be calculated using the cost of renting for the shorter period in the same shop and same week. That is to say, the refund will be calculated using the daily rate for actual period used and not using the daily rate of the longer period. For the avoidance of doubt the refund will not be calculated by dividing the original price paid by the number of days booked and multiplying by the number of days actually used. This means that you end up paying just what you would have paid if you had booked for the shorter period in the first place.
XX. Ski Rental Cancellations and Refunds: OTP implements a common refund policy across all the Shops which are part of the OTP network, however the rental agreement remains between you, the Client and the snow equipment shop, the Shop. Refunds are made by OTP on behalf of the Shop. If you need to cancel the booking before the first day of the commencement of the hire then you should contact OTP. If you intend to claim a refund after you have accepted the Equipment from the Shop, it is important that you agree with the Shop the number of days to be refunded. You should obtain written confirmation from the Shop clearly showing the exact time and date when the equipment was returned and the number of days of refund agreed with the shop. Send the refund confirmation and your booking confirmation number by email to OTP or by post to us. Please make sure that you have read the paragraph above entitled "Hire Price". Refunds will be made back to the card used for the original transaction, less an administrative charge of 20% ~ minimum charge of GBP 4 per person.
XXI. Collection: The Shop with which you will make your rental agreement will be identified here on the Site and on your voucher. We recommend that you have noted the name and location in resort of the Shop before you leave the Site. Once in resort you will be able to go to the Shop and collect your Equipment by producing your voucher and providing a piece of identity. The Shop will keep your Equipment until the end of the first day booked. If you are unable to collect your Equipment on the day arranged, it is your responsibility to contact the Shop to arrange a suitable time for collection. You may be required to leave a credit card number as deposit for the equipment rented.
XXII. Insurance: Your booking does not include any insurance. You may be asked during collection of the equipment if you wish to take the shops Theft and Damage guarantee for the equipment. Please be aware that this only reduces the amount payable in case of theft or loss. Be sure to read the full terms and conditions of this guarantee (if available) for your chosen shop. In all cases we strongly recommend that you have some kind of insurance against theft, loss or damage as you will be liable to pay the Shop for any equipment lost, stolen or damaged.
XXIII. Deposit: Some Shops may ask for a deposit before you can take your Equipment away. If this is the case please be prepared to settle this with the Shop upon arrival. This may be your credit card details or a passport. It is your responsibility to determine the conditions upon which the deposit is returned by the Shop.
XXIV. Ski Rental Satisfaction: We welcome any feedback on the level of service received in the Shop. If you are unsatisfied with the rental of your equipment, we would be pleased to hear from you. If you accept the Equipment from the Shop we will consider that you are satisfied with the Equipment being offered. If you do not accept the Equipment being offered then please note the make and models of the equipment offered by the Shop and any reasons you have for not accepting and send us this information and we will make a refund if the Shop has not fulfilled its commitments.
XXV. Helmets can be rented direct from the shop if required.
XXVI. Shop's Commitments: On creation of the booking the Shop has agreed to supply you, the Client, with Equipment of a specified standard at a specified price. The Shop undertakes to supply you with Equipment of this standard. You can also specify a preference for a particular model and the Shop undertakes to supply this model where possible. The Shop undertakes to supply you with the Equipment at the price specified on the Site. In general, 'VIP' relates to 5 star equipment, 'TOP' to 4 star equipment and 'FUN' to 3 star equipment.
XXVII. Ski Rental Cancellations and Refunds: Cancellations may be made up to four working days in advance. In this case the payment amount deducted from your credit card at the time of booking will be refunded by OTP minus the handling charge. Cancellations less than four working days in advance are at the discretion of OTP and may incur a greater penalty. In this case the amount deducted from your credit card at the time of booking will be refunded by OTP minus any penalties.
XXVIII. Equipment - Disclaimer and Limitation of Liability: The majority of Shops are part of reputable national chains of shops which therefore supply Equipment that is standardised across the country. OTP makes every effort to obtain details of the Equipment stocked by the Shop to ensure that it is modern and of a suitable standard. However, OTP cannot check all Equipment individually and will not be liable for the performance of the Equipment. Any liability for the performance of the Equipment and any resulting injuries or claims remains with the Shop. OTP shall not in any circumstances be liable to the Client for any direct, indirect or consequential damage or any claim against OTP by any third party. Your statutory rights are unaffected.
XXXVIII. Ski passes, once issued, are strictly non refundable and are also subject to the lift operator's terms and conditions.
XXXIX. RailJet tickets are issued with seat reservations. If you miss your chosen train the tickets will still be valid on any later train but you will not have the seat reservations
Terms and conditions are subject to and are governed by English Law and the jurisdiction of the English Courts.