Terms and conditions of sale

Art 2. CLIENT

The Client declares they have the legal capacity to contract, meaning they are of legal age and not under guardianship or curatorship.

The Client also declares that they use the websites in accordance with these GTC, in their name and on behalf of all beneficiaries of the services ordered through the websites, for whom they act as an agent (hereinafter "Beneficiaries"). These GTC are binding upon the Beneficiaries.

The Client is financially responsible for their use of the websites, both on their own behalf and on behalf of the Beneficiaries, unless they can prove fraudulent use not resulting from any fault or negligence on their part.

The Client guarantees the accuracy of the information provided by them on behalf of all Beneficiaries using their data on the websites.

MMR reserves the right to refuse to contract with any Client who engages in fraudulent use of the websites or violates these GTC.

Art. 4. PRICE

4.1 The prices of the services are established based on the economic data in effect at the time they are set. A modification of applicable taxes may lead us to adjust the price of these services. Prices are flexible and variable according to different customizable criteria such as the booking date, the start date of the stay, the duration of the stay, the type of accommodation, and the addition of extra services.

4.2 Our prices are inclusive of all taxes and include the provision of accommodation with utilities included (water, electricity, heating, Wi-Fi, and end-of-stay cleaning[4]), except for the tourist tax, which is systematically charged in addition to the total cost of the stay.

Optional services: Our accommodation rates do not include additional optional services offered in our catalog and on-site.

Unless otherwise stated on our websites, options (not offered at the time of booking the Service) are not included in the sale price.

No stay booked before the implementation of a possible promotional offer will be subject to reimbursement, even partially.

Please note that an accommodation is designed for a specific number of guests and cannot, under any circumstances, be occupied by a greater number of people. It is also noted that a young child (from 3 years old) is considered a full occupant.

Not all of our balconies, loggias, terraces, and ground-floor gardens are equipped with chairs and tables.

As an option, you can choose a specific orientation or location for your apartment, subject to availability, by subscribing to an additional paid service[5]. This request must be made directly at the Residence reception no later than 15 days before your stay. Without subscribing to this service, we cannot guarantee a specific orientation or location, and your apartment will be assigned randomly.

Art. 5. TOURIST TAX

The tourist tax, collected on behalf of municipalities, is not included in our rates. Its amount is determined per person and per day and varies depending on the destination. It must be paid either on-site or at the time of booking, depending on the case.

Art. 6. CANCELLATION OR MODIFICATION OF A RESERVATION BY THE CLIENT

Certain commercial offers available on our websites include specific conditions regarding cancellation and modification of reservations. These conditions are detailed in the specific terms found in the offer's descriptive sheet.

6.1 Regardless of when the reservation is canceled, we will retain, if applicable, any insurance premiums that may have been subscribed. Additionally, in the event of cancellation, the following penalties will apply:

• If your cancellation request is made more than 30 days before your arrival: €50 per accommodation unit as administrative fees.
• If your cancellation request is made between 30 and 22 days before your arrival: 25% of the total amount.
• If your cancellation request is made between 21 and 15 days before your arrival: 50% of the total amount.
• If your cancellation request is made between 14 and 8 days before your arrival: 75% of the total amount.
• If your cancellation request is made less than 7 days before your arrival: 100% of the total stay amount (accommodation and services).

These fees also apply in the case of partial cancellation (for bookings involving multiple accommodations). Only cancellations due to force majeure will be considered for potential refunds.

6.2 - No-show at the accommodation

If you do not arrive at the accommodation on the scheduled date without prior notice to the residence or the Customer Relations Service, the residence cannot guarantee the availability of your accommodation, nor ensure the execution of your stay under the agreed conditions. Additionally, we will retain any subscribed insurance premiums, plus the following penalties: 100% of the total stay amount (accommodation and services). MMR reserves the right to re-rent the accommodation.

Art. 7. NON-EXCHANGEABLE / NON-MODIFIABLE / NON-REFUNDABLE STAYS & OFFERS

Certain stay offers are marked as "Non-exchangeable, non-refundable, and non-modifiable." For these stays or services, the following conditions replace the cancellation and modification terms outlined in Article 6.

7.1 - Non-exchangeable, non-refundable, and non-modifiable policy

Due to the preferential rate granted by MMR, subscribing to these reserved Stay Offers is neither exchangeable, refundable, nor modifiable. No modification or cancellation requests will be accepted. Regardless of when the reservation is canceled, we will retain a penalty equal to 100% of the total accommodation cost. The non-use of any optional services that may have been booked and invoiced will not result in any reimbursement.

7.2 - No-show at the accommodation

If you do not arrive at the accommodation on the scheduled arrival date without prior notice to the residence or the Customer Relations Service, we will retain a penalty equal to 100% of the total stay amount. Additionally, the residence cannot guarantee the availability of your accommodation or the execution of your stay under the agreed conditions. MMR reserves the right to re-rent the accommodation.

Art. 8. ARRIVAL AND DEPARTURE

The credit card used for the reservation, along with valid identification documents, must be presented upon arrival. Failing to provide these documents may result in MMR refusing access to your accommodation. MMR also emphasizes that if full payment has not been received despite reminders, we will be unable to hand over the keys upon your arrival.

For stays of one week or more, check-in is available from 5:00 PM on the day of arrival, subject to full payment. Keys must be returned by 10:00 AM on the day of departure (typically Saturday or Sunday). If the keys are returned late, an additional night’s stay will be charged.

For short stays (less than 7 nights), check-in is available from 4:00 PM, also subject to full payment. Keys must be returned by 12:00 PM on the day of departure.

For foreign guests, a police information form may need to be completed upon arrival, in accordance with applicable regulations.

Art. 9. SECURITY DEPOSIT

A security deposit ranging from €650 to €3,000 will be required upon arrival. The amount of the deposit depends on the type of accommodation and may be requested as a payment authorization on your credit card (also known as pre-authorization).

This authorization does not represent an actual debit but rather a temporary hold on funds, approved by your bank, which reduces your available credit limit to secure a possible charge. In some cases, the pre-authorization may appear as a debit on your account, depending on your bank’s policies, which are beyond our control.

MMR may use this pre-authorization for up to 8 days after your departure date. The time required for releasing the pre-authorized amount varies according to your bank's policies. We advise you to contact your bank for further details.

The security deposit will be refunded at the end of your stay after deducting any unpaid services or applicable charges, such as:

• Compensation for damages found during the inventory check between check-in and check-out (e.g., any deterioration or disturbances in both private areas—such as uncleaned kitchen—and common areas of the building).
• Any unpaid services (including optional services used on-site such as parking, electric vehicle charging, bakery items, etc.).
• The cost of lost keys provided upon arrival.

Art. 10. MINORS

Please note that our Residences are not classified as Holiday and Leisure Centers and are not designed to accommodate collective or individual stays of minors under the age of 18 who are not accompanied by their legal guardians.

MMR reserves the right to refuse access to an apartment booked in violation of this rule if minors under 18, unaccompanied by their legal guardians, arrive at the residence. In such cases, the stay will be immediately canceled.

Similarly, if MMR becomes aware before the stay begins that an apartment, room, or house is intended to accommodate unaccompanied minors under 18, the reservation may be canceled at any time.

Art. 14. AFTER-SALES SERVICE – COMPLAINTS

The Client has 48 hours after arrival to report any dispute regarding the description, quality, or cleanliness of their apartment in writing to the reception of the Establishments. After this period, the Company will not consider any complaints concerning these matters.

Any complaint related to your stay must then be submitted in writing to our Quality Service (by registered letter with acknowledgment of receipt, accompanied by a copy of your initial dispute report made at the reception, where applicable). This must be done within a maximum of one month after the end of your stay to ensure a timely response.

Please include your booking number, the location and dates of your stay, and the type of accommodation reserved to facilitate the processing of your request.

Kindly note that MMR is not responsible for any personal belongings left behind in the accommodation upon departure.

Art. 16. FORCE MAJEURE

Force majeure refers to any event beyond the control of the parties that is both unpredictable and unavoidable, preventing either the Client or the accommodation provider from fulfilling all or part of the obligations stated in the contract.

This includes, but is not limited to, situations such as strikes, uprisings, riots, prohibitions issued by governmental or public authorities, and pandemics.

It is explicitly agreed that in the case of force majeure, the obligations of both parties are suspended. Each party shall bear any resulting costs.

Clients will be solely responsible for any additional expenses incurred due to a force majeure event.

Art. 17. AFTER-SALES SERVICE

If you need to contact MMR regarding any needs related to your stay, please call the non-premium number: +33(0)458177890. MMR is available at this number Monday to Friday from 09:00 AM to 05:00 PM, Saturday from 09:00 AM to 07:00 PM, and on public holidays from 09:00 AM to 05:00 PM.

Our on-site teams are available during your stay to address your concerns, resolve any potential issues, and ensure that you fully enjoy your stay. It is advisable to contact them for any requests.

Any complaint after your stay may be submitted:

• Via an online declaration on our website under the following section: https://www.mymountainresort.com/fr/contact

• By mail, via registered letter with acknowledgment of receipt, addressed to:

  MY MOUNTAIN RESORT - CUSTOMER SERVICE
  105 rue des Alliés, 38100 Grenoble, France

within a period of 2 months after the end of your stay.

Please note that the longer you delay in submitting your complaint, the more difficult it may be for us to resolve your request in your best interest.

We kindly ask you to specify in your letter the name of the person who made the reservation, the booking number, the location and dates of your stay, as well as the type of apartment reserved to facilitate the processing of your request.

Similarly, we appreciate you attaching to your letter all supporting documents that may help reduce the processing time of your complaint.

Art. 18. VALIDITY OF THE GENERAL TERMS AND CONDITIONS OF SALE

Booking a stay through any of our channels (Call Center, online booking, booking at the reception of our establishments, etc.) implies acceptance of our general and specific terms and conditions of sale. The present conditions apply as of the booking date and replace previous versions.

To review the conditions applicable on your booking date (including reservation, payment, modification, and cancellation conditions), please refer to the terms available online at https://www.mymountainresort.com/.

In the event of transferring your reservation to a third party, you must inform us at least 7 days in advance, providing the identity of the third party and their acceptance of these terms. Failure to do so may result in denial of access to the accommodation.

We provide general descriptions and photos of apartments for illustrative purposes only. Some differences may exist in terms of layout and decoration. A general description and photographs of our apartments are available on our website for reference. For further details, please do not hesitate to contact us.

All information regarding sports and leisure activities in the resorts and their surroundings is provided to us by tourist offices and is shared for informational purposes only. We cannot be held responsible if any of these activities are unavailable during your stay.

For additional information on the resort activities, please contact the respective tourist offices directly.

Please check with your residence regarding opening dates, sports facilities (types and availability), activities, or services offered, as these may have influenced your choice of stay. Additionally, construction work carried out by individuals, businesses, or public authorities, which may cause disturbances in the resorts or surrounding areas, cannot be held against us.

Art. 19. LIABILITY

Please be aware that renting in a Tourist Residence does not fall under the liability of hoteliers as outlined in Articles 1952 and following of the French Civil Code.

As a result, MMR cannot be held responsible for any loss, theft, or damage to personal belongings within its Residences, whether inside the apartments (including individual safes, if provided), parking areas, or common spaces (ski room, swimming pool, gym, etc.).

Art. 20. DATA PROTECTION AND PRIVACY

In accordance with Law 78-17, known as the Data Protection and Privacy Law, Clients are informed that their booking details are processed electronically.

Clients have the right to access and rectify their personal data, which can be exercised by contacting the head office:

MY MOUNTAIN RESORT
105 Rue des Alliés, 38100 Grenoble, France

These details are not shared with third parties.

The Company provides Wi-Fi internet access. Clients agree not to use the provided internet services for the reproduction, distribution, public availability, or transmission of copyrighted materials, such as texts, images, photographs, audiovisual works, music, software, and video games, without the necessary permissions from rights holders, as stipulated in Books I and II of the French Intellectual Property Code.

MMR has a video surveillance system in the common areas of its residences.

Art. 21. APPLICABLE LAW

These General Terms and Conditions of Sale are governed by French law, both in terms of substance and form.

Any disputes arising from these terms and conditions will be subject to the exclusive jurisdiction of French courts.

For MY MOUNTAIN RESORT

GENERAL TERMS AND CONDITIONS – WINTER/SUMMER 2024/2025

[1] Accepted Payment Methods:

• Credit Cards: Visa, Eurocard/Mastercard, Carte Bleue

[2] Bank Transfer Details:

• IBAN/BIC codes (provided in the booking confirmation email)

[3] Partner Vouchers/Gift Certificates (subject to seller validation):

• Guarantee: Any reservation made with vouchers or gift certificates within 30 days of the stay must be secured with:
  • A valid credit card number (valid on the start date of the stay)
  • A minimum payment of 30% of the total rental amount

[4] End-of-Stay Cleaning:

• Kitchen cleaning is not included and will be charged €80 if not completed by the client.
• Cleaning includes scrubbing stovetops, ovens, and kitchenware, as well as cleaning the backsplash, countertops, refrigerator, faucet, and sink.

[5] Special Apartment Orientation or Location Request:

• Charged at €120.